Appointment Status
-Appointment Cancelled:
Reason: Called patient to confirm appointment for [DATE & TIME] at [location]
Resolution: SW patient, patient would like to cancel appointment due to [REASON].
If the patient is planning on calling back to reschedule, include it in your notes.
-Appointment Confirmed:
Reason: Called patient to confirm appointment for [DATE & TIME] at [location]
Resolution: SW patient, patient confirmed appointment. And transportation was offered.
If there are any changes, like location, time, or type of appointment. Advise patients and include notes that the patient has been made aware.
- Appointment Rescheduled:
Reason: Called patient to confirm appointment for [DATE & TIME].
Resolution: SW patient, patient wanted to reschedule appointment. Appt has been rescheduled for [Date and time] at [location]
Phone Number Error
- Wrong Number:
Reason: Called patient to confirm appt for [DATE & TIME].
Resolution: Someone answered and stated it was the wrong number.
TIP: Look on the insurance portal (IEHP) to obtain a new number.
Voicemail
-Left Voicemail:
Reason: Called patient to confirm appt for [DATE & TIME].
Resolution: Patient did not answer. LVM.
-No Voicemail Option:
Reason: tried to call patient to confirm appt for [DATE & TIME].
Resolution: Voicemail not setup. Unable to LVM.
-Voicemail Full:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Voicemail is full. Unable to LVM.
-Voicemail Not Setup:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Voicemail not set up. Unable to LVM.
Call Error
-All Circuits Are Busy:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: All Circuits are busy.
-Busy Signal:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Busy signal.
-Call Cannot Be Completed As Dialed:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Call Cannot be Completed as Dialed.
-Call Originate Failed:
If this error comes up, please refresh Savas and try again.
-Disposition Unknown:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Received Disposition Error.
If this error comes up, please select the correct disposition.
-Phone Serve Not Found:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Received Phone Server Not Found Error.
-Unknown Call Failed:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Received Unknown Call Failed Error.
-Phone Not In Service:
Reason: Attempted to call patient to confirm appt for [DATE & TIME].
Resolution: Phone not in service.
TIP: Look on the insurance portal (IEHP) to obtain a new number.
Patient Contact
-Spoke with Intended Contact:
Reason: Called patient to confirm appt for [DATE & TIME], HIPAA verified.
Resolution: SW Contact had scheduling concerns; rescheduled patient to [DATE & TIME]
patient had other concerns, advised to call the contact center, provided info in
Teams for leads to assist.
-Spoke with Other Contact:
Reason: Called patient to confirm appt for [DATE & TIME].
Resolution: SW other Contact, advise caller to have a patient call back.
-New Patient and BH APPT:
Reminded PT of BH packet being filled out and brought to appt.
If assistance is needed, advise PT to arrive 10 minutes early for appt.