Patient appointment Scheduling. Mock call
What is Patient appointment Scheduling:
In Revenue Cycle Management (RCM) patient’s appointment is the first step. A patient can get a doctor’s appointment by call, online, or by visiting the doctor’s office/hospital. The patient or member should call for an appointment at least 48 hours prior. Once the Appointment is scheduled, necessary information like patient details, insurance details, the reason for visit, etc are noted down by the front desk rep.
Example: James called up the office of Dr. Mathew and requested an appointment on 04-19-2022. The doctor’s front office executive collected the basic information from him and gave him an appointment with Dr. Mathew for 04-19-2022 at 3 pm.
Mock call of Patient and front desk rep conversation:
| Front desk Rep: Hi my name is Jenny from Dr. Mathew’s office how may I help you? |
| Patient: Hey Hi my name is James. I would like to make an appointment to see a doctor for my stomach ache |
| Front desk Rep: Ok please provide your basic details, may I know your full name? |
| Patient: My name first and last name is James Walker |
| Front desk Rep: What is your DOB? |
| Patient: My name DOB is 05-24-1991 |
| Front desk Rep: May I know your SSN? |
| Patient: My SOCIAL SECURITY NUMBER is 123-45-6789 |
| Front desk Rep: May I know your insurance details? |
| Patient: I have active coverage at BCBS as primary and UHC as secondary |
| Front desk Rep: May I know the policy number and phone number of both payers |
| Patient: My Primary BCBS policy number is XYZ55689532 and my Phone number is 700-888-9956, and Secondary UHC policy number is 9356879 and, my phone number is 877-842-3210 |
| Front desk Rep: Thank you! I have scheduled an appointment to meet Dr. Mathew on 04-19-2022 at 3 pm. |
| Patient: Thank you, Jenny |
| Front desk Rep: Please Come 15 mins earlier than your appointment time. You may need to fill out some paperwork. |
| If you come after your appointment time in that case you may lose your appointment. Then you may need to wait or come back another time. |
| Patient: Sure I will be in on time |
| Front desk Rep: While visiting the doctor’s office please bring your health insurance card, a photo ID proof, questions, or concerns you have about your health. Bring your previous medication if you have any and your vaccine records. If you dont have these you can still visit the doctor’s office. |
| Patient: Jenny Thanks for scheduling an appointment for me, it’s nice talking to you and you have a wonderful day. |
| Front desk Rep: Thank you James and you have a nice day! |
| This process is called Appointment Scheduling. |