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Tip: Get started creating training scripts

Patient Access Weekly Advisor, May 21, 2008

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Developing scripts begins with creating a master list of situations and questions for which scripts will be used. Examples include how to:

• Answer an incoming call to scheduling area from a physician’s office
• Answer an incoming call to scheduling area from patient
• Respond to a physicians’ office when the requested time slot is not available
• Respond to a patient when a requested time slot is not available
• Start the pre-registration conversation with a patient
• Start the registration contact with the patient

Brainstorm situations and individual questions. Take the original lists developed at this first meeting, and assign team members to review the information and add to the lists. Prior to the next meeting, route all the reviewed material to one person to compile into a master list for discussion at the next team meeting.

Note: This tip was featured in The Patient Access Director’s Handbook To learn more about this book, click here.

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