Appointment Scheduling Script
Step 1: Initial Greeting
Agent:
“Good (morning/evening), this is [John] calling from Zealver. I see you tried reaching our customer support. How may I assist you today?”
Step 2: Member’s Request for Consultation
Member:
“I need a consultation.”
Agent:
“Okay, Ma’am/Sir. You need a consultation, am I right?”
(Check with the member details in the medixcel and ask for whom do you need the consultation and confirm the details with the member on call)
Member:
“Yes.”
Step 3: Check Member’s Details and Consultation Type
Agent:
“May I know what type of consultation you are looking for? (e.g., General Physician, Dietician/Nutritionist, Geriatrician, Physiotherapist, Counselor)”
Member:
“I need a consultation with a (e.g., General Physician, Dietician/Nutritionist, etc.).”
Step 4: Ask for Preferred Date and Time
Agent:
“Okay, Ma’am/Sir. When would you like the consultation? What time and date would work best for you?”
If the member wants the consultation as soon as possible:
Member:
“I need a consultation right now.”
Agent:
“Okay, Ma’am/Sir. I arrange a doctor consultation for you with the doctor. The doctor will call you in 10-20 minutes.”
Member:
“Okay.”
If the member wants a consultation at an alternate date and time:
Member:
“I need a consultation on (date) at (time).”
Agent:
I need to check with doctors availability on your preferred date and time with the doctor
Member: Okay!
Agent:
Can I place your call on hold for one or two minutes
(Check with doctors availability In the eldercare user guide and confirm the dates with member)
Agent:
Thank you for staying on the line Ma’am/ Sir
If Doctor is Not Available at the Requested Time
Agent:
“Sorry, Ma’am/Sir, the doctor is not available on (day) at (time).”
Agent:
“The doctor is available between (day) and (day). May I know a time that works best for you during that period?”
Member: Okay!
If Doctor is Available at the Requested Time
Agent:
“Okay, Ma’am/Sir. We can schedule the appointment for your preferred (day, date) at (time).”
Agent:
“Okay, Ma’am/Sir. I will schedule an appointment with the (Doctor, General Physician, Dietician/Nutritionist, Geriatrician, Physiotherapist, Counselor) for (date) at (time).”
Member:
“Okay.”
Agent:
“Is there anything else I can assist you with, Ma’am/Sir?”
Member:
“No.”
Step 5: Closing the Conversation
Agent:
“Thank you for contacting Zealver, Ma’am/Sir. Have a nice day!”
Mail Drafting For Appointment Scheduling
Dear OPS Team
We received a Tat call from one of the member of (corporate name), (Member name) requesting for (type) consultation.
(Consultation type) – (date) and (time)
Details of the member
Member name :
EHR ID
Point of contact :
Please schedule the necessary appointments for the following members