Voice-mail Procedure & notes format?
Why is a proper voice mail needed?
A good voice mail will make the payer rep call us back with Claim status which will lead to achieving our daily target, also it will help that particular claim to move out from the calling or voice mail bucket and this may bring you an appreciation from your team lead or manager or even from your client. So we have to follow the proper voice mail procedure.
The wrong voice mail message will lead to a call drop and we will never receive a call back from the payer rep. So obviously our efforts lead to no use which will lead to not achieving our daily target. Also at the end of the month, this makes us work on weekends to meet our production deficits.
Reason for voice mail?
The rep may be off on that particular day, or they may be out of the desk, or they may be assisting other AR CALLERS like us.
Things to do before dialing?
Always have all these handy,
1. Practice name,
2. Call back number,
3. Your call back extension,
4. Hours of operation, and
5. Your working time zone.
On the whole please have your company default voice mail script open and handy either on your computer sticky notes or notepad.
Things to do after dialing the payer phone number?
After dialing the 10 digits number wait for the voice mail of the rep
E.g: Hi this is Ron Streak I am unavailable to take your call so please leave your message after the tone and I will call you back.
Things to do after leaving your voice mail?
Once you finished your voice mail recording press the star button on your telephone keypad then the I V R will play you some of the prompts like,
press 1 to send the recording,
Press 2 for re-recording,
Press 3 for cancel.
Don’t hang up the call immediately without following these prompts because your voice mail never reaches the rep. So wait till these prompts and dial as per the instruction. Now the voice mail was sent correctly.
Voice mail Script:
Hey Hi Ron, my name is James, I am calling for Getup Soon Clinic and I would like to check the claim status for a patient Linda Smith for DOS June-24-2022 it was billed for $200 even, so if you get this message please do call us back with a claim status and the phone number is 888-7765-6323 and the extension to reach me is 9585 and please use this reference number 789D456. Our hours of operation are Monday-Friday 8 am to 5 pm eastern standard time. Thank you and you have a wonderful day bye.
Voice mail notes format:
DOS 02/25/2022, per previous notes, found voice mail left on 04/29/2022 and 05/15/2022, no call back has been received so far, therefore called Aetna @ 866-987-4232 reached voice mail again, therefore, left a brief voicemail with the patient account number 78D456 along with claim details and call back details. Therefore please wait for 2 days to receive a callback.
Voice-Mail Video