Sample Call

• Notice the tone in the patient’s voice at the beginning of that call compared to the team members tone. Try and match patient’s tone, if they are more upbeat then you are; it’s time to move it up a notch.
• Once patient describes the problem - Team member forgot to offer and immediate apology.
• Telling the patient that you got their message isn’t going to solve the issue. Team member could have been more proactive and called the patient to let them know the message was received and we were waiting to hear from the doctor. Instead patient called us back.
• Even though the call ended on a good note, the little things make a BIG difference!