INBOUND CALL SPIEL

Hi thank you for calling (Facility Name) billing office. My name is (State your Name). May I have the patient's first and last name together with the Date of Birth, please?
For the security of the account, please verify the complete address on file.
May I know who I am speaking with?
How can I help you today?
Can I assist you with anything else today?

OUTBOUND CALL SPIEL

Hello. My name is (State your Name), calling from (Facility Name)
May I speak with _______________, please?
For the security of the account, please verify the complete address on file and Date of Birth.
Is there anything else I can help you with today?

VOICE MESSAGE

Leaving message for the first time or no interaction:

“Hello, this is ____ calling from (facility name) as a courtesy call regarding your account. Please return my call at [DID for client] and I will be more than happy to assist you. Thank you and have a wonderful day.”

Leaving message for disconnected or with interaction:

Hello, this is __ calling with the [FACILITY] as a courtesy call regarding your account. Please return my call at [DID for facility] and I will be more than happy to assist you. Thank you and have a wonderful day.

CALLBACK SPIEL

“Hello, my name is (State your name) with the [FACILITY NAME]. I am returning your phone call; I am so sorry that I missed your call. May I please begin with the patient’s name and account number?”

CONNECTION ISSUE

“It appears that we have a bad connection. If you can hear me, please give us a call back at [DID Number]. Thank you for your understanding, we look forward to hearing back from you.”

POWER OUTAGE SPIEL

"I am sorry but our system is running reports right now but as soon as it's finished, I'd review your account and will give you a call back."

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