1) The document provides a script for answering phone calls at the front office of a medical practice. 2) It includes prompts to get the caller's name, phone number, and reason for the call which could include making an appointment, being seen as a walk-in, prescription refills, lab results, scheduling surgery, and other administrative issues. 3) The script provides responses to direct the caller to make an appointment, come in, have their issue resolved by staff, or receive a call back depending on the reason for their call.

1. MARIA STYLE FOR FRONT OFFICE PHONE ANSWERING
HELLO, MARIA SPEAKING,
CAN I TAKE YOUR MESSAGE? _______________________________________
First Name: ________________________, Last Name: __________________
(How do you spell that, your name?)
Your phone #:__________________________, Cell #____________________
WHAT IS THE MAIN REASON FOR THIS CALL? _________________________ Or Can I
Call You Back.
__To make appointment
(I can help you with that right now, when do you like to come in?)
__Sick, problem, want to be seen by the doctor
(You can come in ASAP, we have walk in but you may have to wait) or schedule for an open
slot.
__Pre-op for surgery
__Prescription refills (call your pharmacy to fax us refill authorization)
__Lab result (if lab is normal we do not contact patient)
__Schedule Surgery For_______________________ Dx (reason) __________________
__Report review
(You have to come in if we have the report, let me call you back on that)
__ For paperwork and doctor signature
(You need to come in with the paper for the doctor to evaluate)
__Consult/want to talk to the Doctor
(You need to make an appointment to discuss any medical concern due to confidentiality)
__Misc/drug rep, sales
__Complaints/Administrative (billing, schedule)
(I will make sure the people in charge of billing get your complaints)
___Personal or office conflict
(Can I call you back on this issue to resolve it ASAP?)
___Coworker
(I make sure you he/she get this message)