explain why and how ask for a call reference number "Good morning, Mrs. Jones" "May I put you on hold for 2 minutes" duration "Thank you for your patience" "How long will it take to reprocess?" "I am going to transfer you to Susan" thank you "Let me get someone who can help you" "Do you have any questions" "Thank you for calling, have a nice day" "thank you for resolving this issue" explanation "I am a commercial insurance biller" Introduce give time expectations "This is Jack calling from Carle" introduce self and role "is there anything else I can do for you?" Verify PHI say who you are and how you will help Acknowledge Address Rep by their name explain why and how ask for a call reference number "Good morning, Mrs. Jones" "May I put you on hold for 2 minutes" duration "Thank you for your patience" "How long will it take to reprocess?" "I am going to transfer you to Susan" thank you "Let me get someone who can help you" "Do you have any questions" "Thank you for calling, have a nice day" "thank you for resolving this issue" explanation "I am a commercial insurance biller" Introduce give time expectations "This is Jack calling from Carle" introduce self and role "is there anything else I can do for you?" Verify PHI say who you are and how you will help Acknowledge Address Rep by their name
AIDET - Call List
(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
E-explain why and how
E-ask for a call reference number
A-"Good morning, Mrs. Jones"
D-"May I put you on hold for 2 minutes"
D-duration
T-"Thank you for your patience"
D-"How long will it take to reprocess?"
I-"I am going to transfer you to Susan"
T-thank you
E-"Let me get someone who can help you"
E-"Do you have any questions"
T-"Thank you for calling, have a nice day"
T-"thank you for resolving this issue"
E-explanation
I-"I am a commercial insurance biller"
I-Introduce
D-give time expectations
I-"This is Jack calling from Carle"
I-introduce self and role
T-"is there anything else I can do for you?"
A-Verify PHI
A-say who you are and how you will help
A-Acknowledge
A-Address Rep by their name