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