Download - Appointment Scheduling Training Module
Service with a smile !You are the first impression of our company!A patient will form their opinion of us and our
company as a whole in the first two minutesPeople can hear you smiling over the phoneYour tone, the speed of your words, your
intonation and voice inflection can tell a person a multitude of things
THE EXPERIENCEHow can we give our patients “the
experience”? How do we achieve this?What do we say? What do we not say?How would you want to be handled on the
phone?Do you remember the last customer service
encounter you had? How did you feel after the call?
THE EXPERIENCE Cont’dBasic Telephone Rules
Always be courteousAlways focus completely on the callerAlways emphathize – genuinely saying, “I’m
sorry” or “I understand” goes a long wayAlways address the patient by their name.
Example: Mr. or Mrs. __________
THE EXPERIENCE Cont’dBasic Telephone Rules
Never interrupt the callerNever argue with the caller under any
circumstanceNever raise your voiceNever lay blame on the callerNever leave a problem unresolvedNever place the caller on speakerphone
THE EXPERIENCE Cont’dYour script: “Good morning/afternoon,
Houston Eye Associates, this is __________, how may I help you?
Then STOP and LISTEN!You should never put someone immediately
on hold. Take the initiative to direct the patient to the right person right away. Know the people in your different departments!
THE EXPERIENCE Cont’dListen carefully and repeat back the
information you received for clarificationWhen making an appointment, ask “Would you
prefer morning or afternoon?” Then STOP and LISTEN!
The next statement should be, “The next available appointment for that time slot is __________ “ and state the date on which the day falls. Example: “The next 4:00 slot available will be
Tuesday, September 2nd.”
THE EXPERIENCE Cont’dRepeat the patient’s appointment back to
themYour script: “Okay Mr./Mrs. Smith, I have you
down with Dr. _________, for Monday, June 15th at 9:00am at our Gramercy location.”
If the patient will be using their medical plan, then book the appointment with the ophthalmologist at the location of the patient’s choosing
If the patient will be using a vision plan that either an optometrist or ophthalmologist accepts then book the appointment with the doctor at the location of the patient’s choosing.
If the patient requires a fitting, then the patient should be booked with the optometrist, so we must make sure we ask if the patient will need a contact lens fitting.
Scheduling Rules
Is this an emergency?
NoYes
What are their symptoms? How long has this been going
on?
Do they have a doctor they see regularly or a referral from another
doctor?
Follow instructions on triaging
Yes No
Book the patient with named physician
Continue to next flowchart
Is this a routine or medical eye exam?
Routine Medical
What area of town would you like to book
your appointment?
Offer a few choices that are nearest the patient or offers the services that the patient
needs then ask:
If the patient has a vision plan and especially if
they need a contact lens fitting, then book the appointment with an
optometrist *
Book the patient’s appointment depending
on the specialty they require (memorize your
doctors and their specialties)
TriagingSame Day Within 24 to 48
hrsSame Week Routine
Sudden loss of vision and sudden onset double vision
Flashes of light Mild itching, irritation, or burning
Lid twitch
Red and painful eye, discharge
Dull pain Bump on the eye
Tearing (no pain)
Any eye trauma (chemical burn, penetration/perforation, foreign body)
Gradual decrease in vision
Headache Blurred vision not sudden onset
Sensitivity to sunlight
Swollen lids Discomfort after long use of eyes
Curtain coming over vision, spider webs, or veiling
Tunnel vision Seeing black spots with no flashes
White pupil Excessive tearing with pain
Post-ops (no complications), follow ups, annual
Our patient is the most important person in our practice.
He/she is not dependent on us. We are dependent on him/her.
He/she is not an interruption of our work. He/she is the purpose of it.
He/she is not an outsider to our practice. He/she is part of it.
We are not doing him/her a favor by serving him/her. He/she is doing us a
favor by giving us the opportunity to do so.
-Mahatma Ghandi