Medical Answering Service

If you’re a doctor’s office or healthcare provider and you’re getting set up with a medical answering service to take calls
from patients, the first thing you need to do is

make absolutely sure they are HIPAA compliant. Once you are confident they adhere to strict HIPAA compliance, you can proceed to build your medical answering
service script. There are lots of different kinds of calls that may come into your office that your new medical answering service will be handling. From appointment
scheduling and symptom descriptions to insurance information and refilling prescriptions, there are plenty of scripting considerations. Here is a sample medical
answering service script scenario to get you started…
Agent: Thank you for calling Cloudston Family Medicine. This is Angela speaking. How can I help you?
Caller: Hi, my name is Christine Matthews and I need to need to get a refill on my prescription.
Agent: Alright, Christine. Are you a patient of ours?
Caller: Yes, I am.
Agent: Great. Who is your doctor?
Caller: I see Dr. Brenner.
Agent: Ok. So you’ll need to have your pharmacy fax over a prescription refill request. Do you have a pen to write our fax number down?
Caller: Actually, I’m in the middle of something at the moment and can’t really write down anything. Would you be able to give me a call back?
Agent: No problem. I’d be happy to take your info and schedule a return call. What’s the best number to reach you at?
Caller: My number is 206-555-4015.
Agent: Got it. And what would be the best time for you for a return call?
Caller: Anytime after 2 pm.
Agent: Sounds good. And can I get your date of birth?
Caller: It’s 4/1/82.
Agent: Thanks. Would you happen to know the prescription number?
Caller: One second, it’s right here in my purse. Ok, it’s 327…412…800…5646.
Agent: And the name of the pharmacy?
Caller: It’d be the Walgreens over on Densmore.
Agent: Ok, and do you know their phone number?
Caller: It’s right here on the bottle. Ready?
Agent: Oh perfect. Go ahead please.
Caller: 206-555-2083.
Agent: And what is the name of the medication you’re looking to get refilled?
Caller: It’s Ativan.
Agent: Ok Christine, let me just confirm your information. Last name is Matthews. M-A-T-T-H-E-W-S. Call back number is 206-555-4015. Is that correct?
Caller: That’s right.
Agent: Ok, the office will follow up and give you a call back today after 2 pm. Is there anything else I can help you with today?
Caller: Nope. That will do it. Thank you!
Agent: No problem at all. Thanks for calling and have a great rest of your day.
Caller: You too. Bye!
This is just one of many possible medical answering service scripting routes. There are plenty of times patients could be calling to schedule or cancel an appointment.
That’s a pretty simple script to set up too, and when we incorporate an online appointment scheduling tool into the mix, it makes the process flow smoothly.
Sample Call Center Script: Medical Office (Pediatric)

Tina Good afternoon. Green Valley Pediatrics. This is Tina. How may I help you?
Mike Yeah, hi. This is Mike Moscowitz. My son, Tyler, is a patient of Dr. Panzano. He’s breaking out in hives and I think he may be having some sort of an allergic
reaction.
Tina Okay. Dr. Littman is on call tonight. Let me get a hold of her. Mike Okay, great.
Tina Okay. And you said your first name is Mike. And would you be able to spell your last name for me? Mike Sure. It’s Moscowitz, M-O-S-C-O-W-I-T-Z.
Tina Okay that’s Moscowitz, M-O-S-C-O-W-I-T-Z.
Mike Correct.
Tina Okay. And your son’s name is Tyler?
Mike Yes.
Tina Okay. And how old is he?
Mike Eight years old.
Tina Okay. And he is a patient of Dr. Panzano?
Mike Yes.
Tina Okay. And is he in any pain, or is he having any other difficulties?
Mike No, he seems fine. I’m just a bit concerned about the hives.
Tina Okay. And can I have a number that the doctor would be able to reach you at, Mr. Moscowitz?
Mike Sure. It’s, area code 610, 265-1714. Tina Okay. I have 610-265-1714.
Mike Yes.
Tina Okay, I will get a hold of Dr. Littman right away, and I’ll have her get back to you as soon as possible.
Mike Thank you very much.

Tina Thank you. I hope Tyler feels better. Mike Okay. Goodbye. Thank you.

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If you’re a doctor’s office or healthcare provider and you’re getting set up with a medical answering service to take calls

from patients, the first thing you need to do is

Sample Call Center Script: Medical Office (Pediatric)

Tina Okay that’s Moscowitz, M-O-S-C-O-W-I-T-Z.

Tina Okay. And your son’s name is Tyler?

Tina Okay. And how old is he?

Mike Eight years old.

Tina Okay. And he is a patient of Dr. Panzano?

Mike Thank you very much.

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