Telephone Scripts
What do I say on the phone to patients?
Organization ApprovedSource Verified
Summary
Approved scripts cover answering and holding, rescheduling, self-dismissal, the new patient call flow, and x-ray or balance inquiries.
- 1Answer every call with: “Clinic Name, this is your name.” Place a caller on hold with “Will you hold, please,” and return with “Thank you for holding.”
- 2When rescheduling: “You will need to see the Doctor _____ (day). Would you prefer morning or afternoon?” so the patient understands the appointment benefits them.
- 3If a patient cancels without a reason, ask: “What is the reason I should tell the Doctor,” then work to overcome objections and push to get them in the same day.
- 4If a patient says they don't want to come in anymore: “I'm sorry, [patient's name], we can't release you from care over the phone, and you would need to come into our office for a final reevaluation with the Doctor.”
- 5Put a circled RE in red ink in the upper left of the patient's name in the Appointment Book and a sticky note on the Travel Card so the doctor sees the patient first, before any therapy.
- 6If the patient refuses to reschedule, put them on hold and get the doctor on the phone to speak with the patient directly.
- 7New patient call: ask when they were last seen by the Doctor, then get their name and phone number.
- 8Ask how they heard about the clinic, then confirm whether the condition is related to a recent auto or slip-and-fall accident. If not accident-related: “I'm sorry but our practice is limited to the treatment of personal injury patients only.”
- 9If accident-related, ask the date of the accident to qualify the patient under Case Limitations.
- 10Ask whether they prefer morning or afternoon and always offer two specific time choices.
- 11Ask them to bring a photo ID and at-fault party insurance information or an accident report/number if available, give the office address plus a nearby landmark, and repeat the date and time back before hanging up.
- 12If asked about X-rays: “That depends on your condition and the Doctor will discuss that with you during your consultation.”
- 13If a patient asks about their balance: “When you are finished treating, we can send you a copy of your complete bill,” adding if they persist that it is not calculated until they are released from care.
- 14If an attorney or insurance carrier asks about a balance (Office Manager only), first verify a valid lien is on file, then confirm the amount against the final lien sent on a given date; if there is a discrepancy, get their name and number and call back.
Citation
CA Manual, Telephone Scripts and Key Phrases, p. Miscellaneous · Revised 2/9/26Answers source the CA Manual first; the Medisoft guide is used only where the CA Manual does not cover the task.