Notes

Outbound Call
Reschedule Queque
1. Hi, how are you? This is Lhea with Carestack dental calling in a recorded line. Am I speaking with (patient name)?
Yes, then ask - Is this a convenient time to talk?

2. I'm calling because Dr. (name of doctor) and I were examining your chart and we noticed that you did not show up for your (treatment) appointment on (date of appointment). (Doctor's name) is worried that you have not rescheduled, and he has requested that I contact you directly. I know (Doctor's name) would love to see you again; we have a few available appointment, so let's get you scheduled. Would you prefer this week or the next?

No, not a good time - (proceed with the spiels)

2. The reason I am calling is, Dr. (doctor's name) and I were reviewing your chart, and we noticed that you have not come into your scheduled appointment on (date of appointment) for your (treatment). Dr. (doctor's name) is concerned that you have not rescheduled, and he asked me to call you personally. But I understand that it is not a good time to call, would (2 days after the call, give a day) at the same time, works better for you?

3. Suggest a date and time in the calendar give an available time.
-I have a (time) on (day and date) and I have a (time) on (day and date). Which works better for you?

If the patient can't choose ask, "What day and time typically work better for you?"

4. Alright I have set your appointment but

5. Insurance
Good - just leave
Balance - As I check through your information on our end, I see that you still have an outstanding balance.

No Insurance - While looking at your information here on my end, I see that you don't have insurance. Do you have dental insurance or do you pay cash?

Cash - Just to set your expectations it will be an out of pocket money expense.

6. Check the Document
Good - just leave
Missing documents - I saw that you still have unfinished documents that you need to complete. Do you want to complete this online, or will you fill it out in the clinic?

7. Alright. Your appointment with (Hygienist) for cleaning and (Dentist name) for oral evaluation is on (day and time), and you will receive a text message confirmation with the date and time of your appointment so you won't miss it. The office phone number is also included in the text message; if you have concerns or inquiries, please do not hesitate to contact us.

8. Is there anything else I can help you with?

9. Alright see you on your appointment then, thank you for choosing carestack dental. Again this is Lhea and have a good day.