Phone Call Protocol for Patient Intake

What should be the first step in a phone call with a patient?

What should you check for existing patients before moving further in the call?

When confirming patient information, which of the following should you verify?

What information should be collected for a new patient who does not have their insurance details?

What should you tell patients wanting to come in on a Saturday without their insurance information?

For patients who are uninsured, what is the required deposit before an examination?

Which factor should be considered first when creating a patient profile for underage patients?

When greeting a patient, what is an appropriate phrase to ask regarding their previous visits?

Phone Call Protocol

Greet patients warmly and ask if they are new or existing.
Inquire about the purpose of the call: Booking an appointment, general inquiry, or other matters.
For existing patients, review the posted notes before proceeding.
- Posted notes contain essential information such as outstanding balances, payment history, patient preferences, restrictions, and any previous issues.
Confirm patient information: Verify date of birth, first/last name, phone number, address, and insurance coverage.
For new patients, confirm that they are not already registered in the system.
Obtain a complete profile for new patients:
- First and last name, date of birth, phone number, address, and insurance information.
- For underage patients, obtain information for the parent or guardian first.
For new patients without insurance information, inform them of the possibility of out-of-pocket payment.
- They may need to pay a deposit and seek reimbursement if they cannot provide insurance information before the insurance's closing time.
For uninsured patients, clearly state the deposit requirement ($100) and credit card surcharge policy.
- The deposit will be applied towards the cost of the examination.
- The full cost of treatment will be discussed after the dentist's evaluation.

This quiz focuses on the essential steps for handling patient phone calls in a healthcare setting. It covers greeting patients, verifying information, and obtaining profiles, especially for new patients. By understanding these protocols, you will enhance patient communication and intake efficiency.