New or current patient/client/customer

Category Instructions: New or current patient/client/customer

Helpful information:

The outcome of the call does not matter. An appointment does NOT have to be booked on the call. We only want to determine whether the conversation was about a potential appointment for a new or current patient/client/customer.

New patient/client/customer who has not previously been to this office:

• New client calling for an appointment or evaluation.
• Example call - Caller: "Hi, I would like to set an appointment."// Receptionist or agent: "Sure! Have you been seen in our office before?" // Caller: "No, this will be my first time."
• Example call - Caller: "Hello! I am looking for a new dentist. You were recommended to me by a friend."
• Example call - Caller: "I'm new to the area, and I'm looking to try and get an appointment."

• Select this option if neither the caller nor the agent identify the patient as a new or current patient, but the agent takes down all of the patient's information as if to create a new file.

• Select this option if the caller is asking if the office accepts their insurance and there is no indication that the caller has been to the office before.

• Select this option if the caller asks for the location of the practice and they do not clearly identify themselves as an existing patient.

• Select this option if the call contains both an appointment opportunity for a new client as well as an appointment opportunity for an existing client. (New appointment opportunities trump discussions about upcomming existing appointments.)
• Example call - Caller: "Hi, I'm a patient there and I need to set up an appointment for myself, but I would like to set up an appointment for my son as well. He has not been to your office before."

• Select this option if the caller is placing the call on behalf of a new patient, client, or customer and attempting to set an appointment
• Example call - Caller: "Hi, I'm calling on behalf of a potential patient..."

Current patient/client/customer who has been to the office previously:

• Select this option if the caller has had an appointment with the office before and is now calling to book a new appointment.
• Example call - Caller: "Hi. I am calling to make an appointment for a check-up." // Receptionist or agent: "Sure, I can help you with that. Have you been to our office before?" // Caller: "Yes, but it's been a while." // Receptionist or agent: "No problem. Let's get you scheduled for an appointment."
• Example call - Caller: "Hi. I was in the office yesterday to get fillings put in. One of the fillings popped out, so I need to get back in to get that taken care of." // Receptionist or agent: "No problem. What's your first and last name?"

• Select this option if the agent asks for the caller's name/information and then confirms the patient's information as if the information is already on file with the practice.

Could not determine if caller was new or current patient

• Select this option if you can't determine whether or not the caller is a new or current patient, client, or customer.

• Select this option if the audio only consists of a dial tone, fax machine, or other sounds.

Unfamiliar Language

Select this option if the call is in any language that you are unfamiliar with and unqualified to review.

This optionn is not intended for calls that contain no spoken words.