KEY CALL POINTS Flashcards
Verify:
- Last name, DOB
- Address
- Phone Number
- PCP
- Insurance
Leaving an Outbound Message
please return our call at 608-287-0999, option 2 for scheduling. Again, that number is 608-287-0999, option 2 for scheduling. We are open 8AM and 5PM Monday through Friday. Anyone who answers will be able to assist you.”
End of Call Recap
- “Alright, so I have you scheduled for [date] at [time] at Pulmonology Clinic located at 202 S Park St seeing [provider name and title]. Just to let you know we’re still masking and social distancing. We are not allowing any outside food or beverages into the clinic except for a bottle of water, but you can eat and drink as normal before the appointment(s). you are all set, is there anything else that I can help you with?”
Making an Outbound Call and Not Reaching the Patient
“Hello this is Andy from UW Scheduling. is [patient] available?” If not: “Could I leave a message for them to call UW Health Scheduling back?” If so, give our number 608-287-0999.
If the answerer says the patient is unavailable, but they can help:
“Oh good, and who am I speaking with?”
If there is verbal auth on file:
“Awesome, and can I just have you verify [patient’s] full name and date of birth?” They verify. “Thank you so much and I have them on
If there is no verbal auth, but they are an emergency contact:
“Awesome and can I just have you verify [patient’s] full name and date of birth?” They verify. “Perfect, could I also ask that you verify their street address and best contact number that we would have on file?” They verify. “Awesome, and then could you also verify their primary care physician and insurance?” They verify. “Thank you so much [proceed with call - but only if call is for scheduling purposes.] If the call is for anything other than scheduling, leave a message with emergency contact for patient to return call.
If they are not an emergency contact and no auth on file:
“Unfortunately, I don’t have you listed on [patient’s] chart so I cannot give any information to you. Would you mind asking them to call us back at 608-287-0999?”
Facility Fee:
- If the patient is new: “Just so you are aware, there is a facility fee for all the appointments at the [UW Hospital or West Clinic]; the fee itself is nothing new, it’s been part of UW Health for many, many years and if you haven’t seen it before it’s likely insurance just covers it. However, to be more transparent with our billing practices, we are notifying patients at the time of scheduling and if you have any questions regarding this fee, we recommend following up with your insurance company as we do bill directly to them. This is not a fee you are responsible for at the time of the appointment.”
- If the patient is not new: “And just as a reminder, there is a facility fee for all the appointments at the [UW Hospital or West Clinic]; the fee itself is nothing new, it’s been part of UW Health for many, many years and if you haven’t seen it before it’s likely insurance just covers it. However, to be more transparent with our billing practices, we are notifying patients at the time of scheduling and if you have any questions regarding this fee, we recommend following up with your insurance company as we do bill directly to them. This is not a fee you are responsible for at the time of the appointment.”
When Patients Ask What the Facility Fee is:
“Since our clinic is owned by the University Hospital, it is held to a higher set of standards that are set by the Centers for Medicare and Medicaid Services as well as The Joint Commission. This fee helps us meet those standards.”
When They Ask How Much:
“Unfortunately, since we do bill directly to insurance, schedulers do not see that information, but I would recommend either speaking with your insurance company to see if there is any out of pocket expense for you as it is up to them.”
