Why Calling

 

Category Instructions: Why Calling

The purpose of the category Why Calling? is to determine why the caller is calling the business.

Discussion about scheduling a new appointment

• appointment opportunity/chance
• question about insurance coverage
• price of services
• procedures
• Caller asks if a service or procedure is offered by the business.
• an appointment was already missed, and the caller needs to schedule a new appointment.
• Caller mentions an existing appointment but schedules another appointment during the same call.

Discussion about upcoming scheduled appointment

• discussion about an upcoming appointment
• general discussion about an upcoming appointment, 
• asking for directions and had appointment
• follow-up questions about an upcoming existing appointment.
• appointment currently in progress.
• Caller is rescheduling an upcoming existing appointment.

Not appointment related: Discussion about patient prescriptions, test results, billing, etc

• general conversation about a patient
• Caller is requesting the practice send a patient referral to another practice so that they may be seen there.
• about patient paperwork only
• patient records only
• questions about a patient's prescribed treatment plan.
• questions about a patient's prescription instructions.
• follow-up questions about a patient's previous visit.
• patient's prescription that needs to be picked up.
•  patient's glasses or contacts that need to be picked up.
• Call from one business to another business intended to discuss a patient, but does not represent a new appointment opportunity.
• Call is about billing or payments only.
• Call is a personal conversation about a patient 

Correction: this was not a discussion about a patient

• Caller did not represent a potential new appointment opportunity.
• Caller reached voicemail and left a message.
• Call was answered by an agent, but the agent was not a qualified employee or the intended party, and the caller was transferred to voicemail and left a message.
• Caller did not connect to the intended individual or a qualified employee and instead left a message with a live person meant to be passed on to the intended individual or a qualified employee.
• Caller is transferred from a person or business greeting and left on hold through the end of the call.
• Caller is transferred from a person or business greeting and the call disconnects while on hold.
• Employee answered the call but the caller is not there.
• Caller dialed the wrong number.
• Audio only consists of dial tone, fax machine, or other sounds.
• Audio is unclear because it is a garbled or distorted recording.
• Call is only a few seconds in length and contains no clear audio or conversation.
• Call consisted of music from start to finish.
• Call connection is lost during conversation and no contact information was shared and/or no appointment discussion took place.
• Call consisted of perpetual ringing from start to finish.
• Caller hung up during an after hours greeting or other business recording.
• Caller hung up during the bridge greeting.
• Caller reached an answering machine but did not leave a voicemail message.
• Caller reached an answering machine but the mailbox was full.
• Caller reached an answering machine but the recording contained no words.
• Caller was offered the option of leaving a message with an unqualified employee but declined to leave a live message.
• Caller did not connect to the intended individual or a qualified employee and ended the call without leaving a live message.
• Caller was unable to be connected to the desired department and no message is left.

Unfamiliar Language

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

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