SCRIPT SAMPLE – 1 “NEW PATIENT CALL SCRIPT”

SINGLE CLINIC/ MULTIPLE DOCTORS

Practice Name : “ Los Angeles Pain Clinic “

Doctors:

1. Dr. Daid Wu

2. Dr. Miles Sugerman

3. Dr. Axel Song

APPOINTMENT CALL Greeting:

MVA: Good Morning! Thank you for calling Los Angeles Pain Clinic.

This is _________________ speaking, how may I help you today?

PT: Hello, I would like to set an Appointment to see Dr.________.

MVA: Sure, I’m be more than happy to assist you with that. May I know why you want to see Dr.
________?]

PT: [Chief Complaint] I am constantly getting headaches at the back of my head and it is sometimes
painful to even do anything! Do you think I can get a consult with the doctor today?

MVA: Alright, let me check his/her availability. Are you a new or existing patient? / Have you ever been in
to see Dr. _______________?

PT: Never. I was recommended to her/him by my dentist, Dr. Monica Yu

MVA: Looks like Dr. _______________ has an opening today at 10 AM for a consult and 9:00 AM as well.
Let me know what time works for you?

PT: I can do 10:00 AM today

MVA: Alright, let me book you at 10:00 AM today. To set up this appointment, is it alright if I ask you
some information so I can start this process with you?

PT: Yes!

MVA: Can you please provide me with your

Full Name:

Date of Birth:

Phone number:
Address:

PT: My name is Clary Stronghold DOB 2/28/1987 My phone number is 783-325-3748. My address is
8631 W 3rd St West Hollywood, CA 90048, USA

MVA: Thank you, do you have your Health card with you?

PT: Yes, I got it from work. I have insurance under Aetna. The card number is 1209078798

MVA: Can you also provide me with an e-mail address where I can send appointment reminders and
confirmation?

PT: Sure! My email is sc1@aol.com

MVA: Thank you! I will be sending you an e-mail with an evaluation form that you need to fill-out ahead
of time and some clinical reminders for your appointment.

PT: Thank you.

MVA: I just sent you that e-mail. Did you get it?

PT: yes, I did. Looking over it now.

MVA: Kindly be reminded to bring in any X-rays, lab results, or medications you are taking for the doctor
to see.

PT: Alright, I will.

MVA: Do you have any other concerns?

PT: Thank you. I think I am okay.

MVA: Alright, but should you have any concerns, do not hesitate to call us and we would be happy to
help you.

PT: Okay. Thank you.

MVA: We will see you later this morning at 10:00 AM. Thank you once again for calling Los Angeles Pain
Clinic, take care and have a wonderful day!

PT: Great! Good bye

SINGLE CLINIC

Practice Name : “ Orthodontic Center“

Doctor:

1. Dr. Sid Freedman

MVA: Good Morning! Thank you for calling Orthodontic Center.

This is _________________ speaking, how may I assist you today?

PT: Hi, I would like to set an Appointment with Dr________ for tomorrow. Does he have availability in the morning
by any chance?

MVA: Unfortunately, Dr. _________ is not in tomorrow but he could see you at 3:00 pm today, or he will be back in
on Thursday and I could schedule you then.”

PT: Oh, that’s great! I can do 3:00 pm today. I never thought I could see him that soon.

MVA: Yes! Good thing we got a cancellation this morning so, definitely we can squeeze you in! Is this your first-time
seeing Dr. ______?

PT: No, I saw him last month actually. I would be a returning patient.

MVA: Awesome, can I get your Name and DOB so I could pull out your chart please?

PT: Sure! First name is Amanda, Last name is White, and my DOB is 8/7/1982

MVA: Perfect! Thank you very much… I’m reviewing your profile on my end, is your health insurance still the same?

PT: Yup! No changes at all.

MVA: Great! Thank you very much! Please bear with me while I’m adding you for 3:00 pm for a follow-up visit
today.

PT: Sure! Take the time you need.

MVA: Thank you! I just sent you that text reminder. Did you get it?

PT: Yup! I got it.

MVA: Great! Kindly bring in any recent X-rays, lab results, or medications you are taking for the doctor to evaluate
and should you have any concerns, do not hesitate to call us and we would be more than happy to assist you.

PT: Wonderful! Thanks for your help.

MVA: It’s my pleasure. Thank you so much for calling Orthodontic Center and we will see you later at 3:00 pm. Take
care and have an amazing day!

PT: You as well. Thank you!

MVA: Good morning! Thank you for calling Prime Care Clinic, this is ________ how may I assist you today?

PT: Hello! I want to book for an appointment today.

MVA: Sure! I’ll be happy to assist you with that. Are you a new patient by any chance?

PT: Yes, I would be!

MVA: Alright, may I know your name so I can address you properly?

PT: Sure! My name is ____________ and I am the patient.

MVA: Thank you very much! How about your date of birth please?

PT: It’s ___________

MVA: So, your full name is __________ and date of birth is ___________ is that correct?

PT: Yes!

MVA: Alright, thank you very much! Can I also get your callback number please, in case this call got disconnected.

PT: Sure! It would be. ______________

MVA: Perfect! Thank you so much. Moving on, may I ask what insurance do you have?

PT: I have Cigna PPO.

MVA: May I ask for the reason why you want to book an appointment with Dr. Kathy?

PT: Yeah, well! I’ve been having this kind of pain at the back of my head radiating down to my left shoulder for 5
days now.

MVA: Oh, I’m sorry to hear that you’re in pain. May I ask the level of pain if you are to rate it from 1-10, with 1
being the lowest and 10 being the highest?

PT: Uhm. It would be a 6 for me.

MVA: Alright, did you take any medication to relieve the pain?

PT: Yes, I’ve been taking Acetaminophen once a day but it didn’t help at all.

MVA: Alright, please bear with me for a moment while I check Dr. Kathy’s availability today. It looks like we have an
opening this morning at 10:30 am and 11:30 am.

PT: Oh, Amazing! I would love to come at 11:30 please.

MVA: Okay, I just booked you at 11:30 am today. Is there anything that I can help you with?

PT: Nothing else. I appreciate your help.

MVA: It’s a pleasure to help you today. Just a reminder to please come 10 – 15 minutes before your scheduled time
in order to complete the check in process. Okay?

PT: Yeah! Thank you so much!

MVA: Awesome, thank you so much once again for calling Prime Care Clinic. Have a wonder day!
Insurance Verification Call Script

MVA: Hi! Good morning! This is ________ and I am calling from Beverly Center to verify an eligibility and benefits
in one of our new patients.

Agent: Sure! Can I get your office Tax ID please?

MVA: Our Tax ID is 123456789

Agent: Can I also get the member ID please?

MVA: Member ID is AOS123456

Agent: Can I get the patient’s name and date of birth?

MVA: Patient’s name is Andrea Lewis, date of birth is January 13, 1996.

Agent: I just pulled out the patient’s account. How can I help you today?

MVA: Alright, can you please confirm if we are in-network with the patient’s plan?

Agent: Sure! Upon checking on my end, yes! She is in-network

MVA: Perfect! I just want to verify also if you have the correct address of our clinic, it’s 8630 West Hollywood St
Suite 815 Los Angeles, CA 90045.

Agent: Yes, that’s the exact address we have in our system.

MVA: Wonderful! And since we are in-network, can you please provide me the in-network benefits for specialist
office visit?

Agent: Sure! Patient’s primary plan is active, effective date is Jan 1, 2024 with no future termination, specialist
copay is $50.00, co-insurance is 80:20 after deductible, deductible is $1,000.00 with $300.00 has been met, out of
pocket maximum is $3,000.00 and $300.00 has been met. PCP referral is not required.

MVA: Okay, thanks! Let me just confirm once again. Patient’s primary plan is active, effective date is Jan 1, 2024
with no future termination, specialist copay is $50.00, co-insurance is 80:20 after deductible, deductible is
$1,000.00 with $300.00 has been met, out of pocket maximum is $3,000.00 and $300.00 has been met. PCP
referral is not required. Did I get it right?

Agent: Yes, you did!

MVA: Thank you so much! So, I guess I got everything I need. Can you please provide me with your name and last
name’s initial so as the reference number of this call for my documentation?

Agent: Sure! It’s Alex M. and the reference number of this call would be 12345.

MVA: Alright, Alex! Thank you so much for assisting me today, you’ve been very helpful.

Agent: Of course! Happy to serve you.

MVA: Okay, Have a lovely day. Good Bye!