Phone Calls

Each phone call should end whenever you complete all the necessary tasks that came with it. For example, when a patient calls to reschedule, make sure you reschedule the appointment and make a Comm Log on the conversation. It is important to only take one call at a time to make sure all actions are completed. If you take more than one call, you can forget to do things and the schedule could potentially be messed up based on your mistake.

1 What to do when a patient calls by Mint Hill Smiles 2 What to do when a patient calls by Mint Hill Smiles 3 What to do when a patient calls by Mint Hill Smiles 4 What to do when a patient calls by Mint Hill Smiles 5 What to do when a patient calls by Mint Hill Smiles 6 What to do when a patient calls by Mint Hill Smiles

Using the tool above might help you when you are not sure what the next step is. There are many other reasons a patient might call, but this is a good guideline.

This is a template on what each Comm Log should include as well. A good rule of thumb is to write a note for every patient interaction (phone and in person) and include all details about it.

ROLE PLAY:

• Practice a NP Call
• Go over verbiage and how to complete NP Appointment Call Form
• Reminder: If unsure of answer to help a patient, say:
  • “One moment! Let me find that out for you!” (Keep in mind: All patients should not be on hold for longer than 1-2 minutes)
• If you are unable to get the answer within that time frame, take down their name and give them a call back