Amsurg Cares Front Office Scripting

5 Questions | Total Attempts: 829

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Amsurg Cares Front Office Scripting

Questions and Answers
  • 1. 
    What are the objectives of scripting in customer service. Please choose all correct answers.
    • A. 

      Avoiding miscommunication

    • B. 

      Consistency to messages

    • C. 

      Limit personal freedom

  • 2. 
    What are two things you should always say when a patient you called answers the phone?
    • A. 

      Your Name

    • B. 

      The Center's Name

    • C. 

      The Center's Phone Number

    • D. 

      The name of the Center Leader

  • 3. 
    What should you say when the patient says “Those times do not work”?
    • A. 

      The next two available times

    • B. 

      "You'll have to work it out"

    • C. 

      "Please call back when your schedule frees up"

  • 4. 
    What should you say when the call will be long?
    • A. 

      "I hope you have a while"

    • B. 

      "This process will take five minutes"

    • C. 

      Say nothing. The patient may not answer the questions if you tell them how long it will take.

  • 5. 
    What should you say at the end of an appointment scheduling call?
    • A. 

      Your name

    • B. 

      The procedure date and time

    • C. 

      The name of the Center Leader

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