Spouse/family member speaks for patient Pharmacy calling Check Medicaid referral "That far out?" for doctor appt Consult to Brandy "Is my injection scheduled" "I'm cold" "I want to speak with a manager" Patient left message yesterday - did not get a callback yet Earliest appt is too early ShareCare stuff Patient running late "I'm going out of town" You find a scheduling error Reschedule appt "I want to make a complaint" "I have a very important job" Check BEG referral Kirby visits the call center Patient gets mad when told they cannot speak with a nurse/doctor Cancel appt No response on WebEx Teena says "Googly - Moogly" Patient knows the doctor "That's the doctor's office responsibility" - it's not "This is Mark with CenterWell..." Claire says "words" Rude patient Transferred problem patient to someone else FX - offered sooner appt "Thanks for nothing" Caught the shred- guy! "I just missed their call" Patient wants to switch doctors Patient's medication was sent to wrong pharmacy Patient doesn't know what body part is hurting Parent calling for ADULT patient Patient crying Reschedule Doctor's clinic Caller is a dentist office Medication refill Patient tells you their life story Patient is eating on the call Doctor visits the call center Patient is lost/can't find office Patient went to wrong office Had to google it Check SRS DME problems "It's too hot" Patient asked for front desk Saraland/Mobile patient calling Baldwin County Patient hangs up on you Patient cancels day of appt Patient calls you by your first name Put patient on waiting list You drank a bottle of water Reschedule MRI "Is my MRI scheduled" Patient has bad debt Can't hear caller Had to speak with the Doctor's team for an appt "The number I'm calling from" Patient calling on Dr line Received compliment from patient Sorry, wrong number You brought your lunch Patient says they don't need referral; they do Patient only gives first name "We don't see for that body part" "Do y'all trim toenails" Phone - tech problems Call over 10 mins "I paid my outstanding balance" We are not "The Orthopedic Group" Asked for doctor's note Patient upset with wait time Dr. Stone patient Called looking for a job Brandy says "buh-bye" VA checking on more than 3 patients MyChart issues "What doctor's office is this?" Schedule same day appt Patient gets your name wrong Rep calling for doctor Sent patient to Armstrong & Assoc. Asked for signed plan-of- care Spouse/family member speaks for patient Pharmacy calling Check Medicaid referral "That far out?" for doctor appt Consult to Brandy "Is my injection scheduled" "I'm cold" "I want to speak with a manager" Patient left message yesterday - did not get a callback yet Earliest appt is too early ShareCare stuff Patient running late "I'm going out of town" You find a scheduling error Reschedule appt "I want to make a complaint" "I have a very important job" Check BEG referral Kirby visits the call center Patient gets mad when told they cannot speak with a nurse/doctor Cancel appt No response on WebEx Teena says "Googly - Moogly" Patient knows the doctor "That's the doctor's office responsibility" - it's not "This is Mark with CenterWell..." Claire says "words" Rude patient Transferred problem patient to someone else FX - offered sooner appt "Thanks for nothing" Caught the shred- guy! "I just missed their call" Patient wants to switch doctors Patient's medication was sent to wrong pharmacy Patient doesn't know what body part is hurting Parent calling for ADULT patient Patient crying Reschedule Doctor's clinic Caller is a dentist office Medication refill Patient tells you their life story Patient is eating on the call Doctor visits the call center Patient is lost/can't find office Patient went to wrong office Had to google it Check SRS DME problems "It's too hot" Patient asked for front desk Saraland/Mobile patient calling Baldwin County Patient hangs up on you Patient cancels day of appt Patient calls you by your first name Put patient on waiting list You drank a bottle of water Reschedule MRI "Is my MRI scheduled" Patient has bad debt Can't hear caller Had to speak with the Doctor's team for an appt "The number I'm calling from" Patient calling on Dr line Received compliment from patient Sorry, wrong number You brought your lunch Patient says they don't need referral; they do Patient only gives first name "We don't see for that body part" "Do y'all trim toenails" Phone - tech problems Call over 10 mins "I paid my outstanding balance" We are not "The Orthopedic Group" Asked for doctor's note Patient upset with wait time Dr. Stone patient Called looking for a job Brandy says "buh-bye" VA checking on more than 3 patients MyChart issues "What doctor's office is this?" Schedule same day appt Patient gets your name wrong Rep calling for doctor Sent patient to Armstrong & Assoc. Asked for signed plan-of- care
(Print)
Spouse/family member speaks for patient
Pharmacy calling
Check Medicaid
referral
"That far out?"
for doctor appt
Consult to Brandy
"Is my injection scheduled"
"I'm cold"
"I want to speak with a manager"
Patient left message yesterday - did not get a callback yet
Earliest appt is too early
ShareCare stuff
Patient running late
"I'm going out of town"
You find a scheduling error
Reschedule appt
"I want to make a complaint"
"I have a very important job"
Check BEG referral
Kirby visits the call center
Patient gets mad when told they cannot speak with a nurse/doctor
Cancel appt
No response on WebEx
Teena says "Googly - Moogly"
Patient knows the doctor
"That's the doctor's office responsibility" - it's not
"This is Mark with CenterWell..."
Claire says "words"
Rude patient
Transferred problem patient to someone else
FX - offered sooner appt
"Thanks for nothing"
Caught the
shred-guy!
"I just missed their call"
Patient wants to switch doctors
Patient's medication was sent to wrong pharmacy
Patient doesn't know what body part is hurting
Parent calling for ADULT patient
Patient crying
Reschedule Doctor's clinic
Caller is a dentist office
Medication refill
Patient tells you their life story
Patient is eating on the call
Doctor visits the call center
Patient is lost/can't find office
Patient went to wrong office
Had to google it
Check SRS
DME problems
"It's too hot"
Patient asked for front desk
Saraland/Mobile patient calling Baldwin County
Patient hangs up on you
Patient cancels day of appt
Patient calls you by your first name
Put patient on waiting list
You drank a bottle of water
Reschedule MRI
"Is my MRI scheduled"
Patient has bad debt
Can't hear caller
Had to speak with the Doctor's team for an appt
"The number I'm calling from"
Patient calling on Dr line
Received compliment from patient
Sorry, wrong number
You brought your lunch
Patient says they don't need referral; they do
Patient only gives first name
"We don't see for that body part"
"Do y'all trim toenails"
Phone - tech problems
Call over 10 mins
"I paid my outstanding balance"
We are not "The Orthopedic Group"
Asked for doctor's note
Patient upset with wait time
Dr. Stone patient
Called looking for a job
Brandy
says "buh-bye"
VA checking on more than 3 patients
MyChart issues
"What doctor's office is this?"
Schedule same day appt
Patient gets your name wrong
Rep calling for doctor
Sent patient to Armstrong & Assoc.
Asked for signed plan-of-care
