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Script

This document contains a script for a telephone call to follow up with individuals who have diabetes about upgrading their diabetic testing supplies. The script guides the caller to ask 7 questions to verify that the individual checks their blood sugar daily, has been with their current supplier for at least 3 months, and has Medicare as their primary insurance before transferring them to speak with someone about receiving better supplies. It also includes responses for common answers and ways to rephrase questions if the individual does not understand or cannot answer clearly.

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Cas Fortes
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© Attribution Non-Commercial (BY-NC)
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529 views

Script

This document contains a script for a telephone call to follow up with individuals who have diabetes about upgrading their diabetic testing supplies. The script guides the caller to ask 7 questions to verify that the individual checks their blood sugar daily, has been with their current supplier for at least 3 months, and has Medicare as their primary insurance before transferring them to speak with someone about receiving better supplies. It also includes responses for common answers and ways to rephrase questions if the individual does not understand or cannot answer clearly.

Uploaded by

Cas Fortes
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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SCRIPT 1 – Simplex Medicare Diabetic

PPO, HMO, VA, MEDICAID NOT ACCEPTED

Hello, may I speak with _______?


-If the customer isn’t available, “Since you are on the line, (continue with <1>)

<1> this is Paul with the Senior Diabetic Network. (Actually) I am calling today to
follow up indicating someone in your household has Diabetes. Are you Diabetic?

-If customer isn’t around, “Are you authorized to make decisions on behalf of _______‘s diabetic
testing supplies?
-If yes, “Ma’am/Sir, may I get your name and your relation to the patient?”
-If no, end call.

1) You check your blood sugar at least once a day, correct?

-yes
-once a day
-twice a day
-and any numbers indicating that customer checks sugar “EVERYDAY”

-If no,
1a: “Does your doctor recommend you to check your sugar everyday?”
 If still no, proceed to SCRIPT 3 or END CALL.
 If yes, proceed to Question # 2.

-If “what do you mean” or “I don’t understand”,


“Do you use testing strips or glucometer?”

2) As a responsible diabetic, you might be interested in upgrading and possibly


switching your diabetic testing supplier. So are your supplies picked up from the
pharmacy or your insurance company or is it delivered to you?

-picked up
-delivered / mailed

Follow up question: “Are your (Is it) (Are they) supplies picked up or delivered?

3) How long have you been with your current provider? Has it been at least 3
months (90 days) now?

-yes

If customer did not understand the question, rephrase:


- “Have you been getting your supplies from your insurance company for the past 3
months now?
- “How long has it been since you signed up in your current insurance company?”
- “Are you with your current provider for at least 3 months?”

If no, proceed to SCRIPT 3 or END CALL.

4) Do you get your supplies through Medicare?

-yes

If customer does not know, “Is Medicare the one paying for your supplies?”
-If customer answers “Medicare pays a part of it”,
-“Okay, so Medicare pays a part of your supplies, correct?”

If no, “Do you get your supplies from VA (Veterans Affairs)?”

-If yes, END CALL


-If no, proceed to question # 5
5) Is Medicare your Primary Insurance?

-yes

-If Medicare is primary but have Humana, Bluecross, AETNA, AARP as secondary,
5a: Do you have Part A and B on your Medicare card?

-yes

-If customer does not indicate if which of the two is his Primary Insurance,
“Which between the two is your Primary Insurance?”

-If no, proceed to SCRIPT 2

6) What are the colors of your Medicare card? Is it red, white, and blue?

-yes

-If customer can’t remember, “Do you have Part A and B on your card?”
-If customer does not understand, “Are your hospital and medical bills covered by
Medicare? “Are you 100% sure that Medicare covers your testing supplies?

7) Do you use your red, white, and blue Medicare card at the doctor’s office?

-yes

-If customer says that he doesn’t need to bring his card with him, “Does your doctor have your
red, white, and blue Medicare card already?”

Now, for quality assurance purposes let me just go ahead and verify your information:
 Your full name is ___________________, correct?
 Your address is ____________________, correct?
 And your phone number is ___________, correct?

Okay, we are all set; someone with the Diabetes Care Club will be following up with you
in 24 to 48 hours to discuss receiving better and upgraded diabetic supplies at little to no
cost, directly to your home. Okay?

---GO TO SCRIPT 3---

Or, END CALL.

“Thank you so much and you have a good day!”

 If customer answers question with an answer that matches all RED fonts,
automatically proceed to the next BLUE (bold) question.
 If customer answers with “yeah”, “yep”, “uhuh”,
“Sir, can I take that as a “YES”?

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