Answering Phones

We try our best to answer phones by the third ring. The greeting is:

"Good morning/afternoon/evening, Fortify Wellness _________ speaking how can I help you!"

If multiple lines are ringing, or a patient is standing in front of you the greeting is:

"Good morning/afternoon/evening, Fortify Wellness, do you mind holding?"

Once you are able to answer, the greeting is:

"Hey there, thanks so much for holding, how can I help you?"

Scenarios:

1.) If a patient is calling, wanting to speak to a practitioner directly (without the practitioner knowing ahead of time) we always take a message and schedule either a complimentary check-in call or a 15 minute appointment based on the practitioners discretion. Take a message and let the patient know that you will be calling them back. Then make the practitioner aware of the situation and the next steps.

2.) If a patient is calling to book an appointment:

Patient: "Hey there, I am calling to book an appointment with one of your ND's."

Wellness Assistant: "Great, I am happy to help with that. Have you been to Fortify before?"

Patient: "Not to the clinic, only to Foods"

Wellness Assistant: "Okay sounds great, let's start by making you a patient profile. Can I please have your first and last name.

Patient: "Jane Doe"

Wellness Assistant: "Thank you Jane. What is your phone number, email, and date of birth please."

Patient: "___________"

Wellness Assistant: Great thank you for that. I have created your patient profile, so you will recieve an email welcoming you to the clinic and prompting you to create a password. Now can you please tell me a little bit about your health goals so I can help direct you to the right ND.

Patient: "________"

Wellness Assistant: "I'm sorry to hear that you are dealing with ______, Dr. ______ has a strong focus of __________ in her practice and I am confident that she will be a great fit. When it comes to your appointments do daytime, evening, or Saturday appointments work best for you?"

Patient: "I can do daytime."

Wellness Assistant: "Perfect her next available appointment is _________, would that work with your schedule?"

Patient: Yes, that works great!

Wellness Assistant: "Perfect, I will you in for __:00pm on ________ with Dr. _________. I am also going to go ahead and send you an intake form to your email. If we could please have that filled out and sent back in the next 2 days that would be greatly appreciated. Alright, It looks like we are all set on my end, if anything comes up between now and _______, please give us a call as soon as possible. We do have a 48 hour cancellation policy so it is important to make any changes to this appointment before that window. :

Patient: "Yes, of course, that sounds great"

Wellness Assistant: "We are really looking forward to having you in the clinic on _________. We will see you then!"

3.) If a patient is calling to ...