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    Outbound:: (Company)

    Uploaded by

    Antoinette Rodriguez
    This call is from a health program representative to discuss medical services recently ordered by the patient's provider. The representative verifies the patient's identity by having them confirm their birth year and provides an approval number for an upcoming exam. They inform the patient of the average costs for the exam at different facilities and offer to help reschedule the appointment at a lower cost location. Before calling the new facility, they remind the patient to cancel their original appointment to avoid any fees.

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    Outbound:: (Company)

    Uploaded by

    Antoinette Rodriguez
    14 views2 pages
    This call is from a health program representative to discuss medical services recently ordered by the patient's provider. The representative verifies the patient's identity by having them confirm their birth year and provides an approval number for an upcoming exam. They inform the patient of the average costs for the exam at different facilities and offer to help reschedule the appointment at a lower cost location. Before calling the new facility, they remind the patient to cancel their original appointment to avoid any fees.

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    Outbound

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    This call is from a health program representative to discuss medical services recently ordered by the patient's provider. The representative verifies the patient's identity by having them confirm their birth year and provides an approval number for an upcoming exam. They inform the patient of the average costs for the exam at different facilities and offer to help reschedule the appointment at a lower cost location. Before calling the new facility, they remind the patient to cancel their original appointment to avoid any fees.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    14 views2 pages

    Outbound:: (Company)

    Uploaded by

    Antoinette Rodriguez
    This call is from a health program representative to discuss medical services recently ordered by the patient's provider. The representative verifies the patient's identity by having them confirm their birth year and provides an approval number for an upcoming exam. They inform the patient of the average costs for the exam at different facilities and offer to help reschedule the appointment at a lower cost location. Before calling the new facility, they remind the patient to cancel their original appointment to avoid any fees.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    OUTBOUND:

    Hello my name is Antoinette Im a Health Program Representative calling from ( company), This call will
    be recorded for quality and training purposes, may I please speak to <members full name>, How are
    you doing today?

    Wonderful, this is not a sales call, just a few moments of your time. This call is in regards to services
    recently ordered from your provider. To protect your privacy and confirm that I am speaking with the
    correct person, if I can have you verify just the year you were born and I will provide your month and day.

    *** I have <phone #> is this a good number to reach in the future?

    I see that we did receive <Doctors Name> request for <FULL EXAM> (DON’T FORGET WITH W/O
    CONTRAST) We did go ahead and approve this request and I do have an approval number if you would like
    to take that down. <ORDER ID PLUS VAILD DATES>.

    *Now have you made an appointment with <Facility> for your <exam>?

    * Do you have a follow-up appointment with your doctor soon?

    * Is this considered the first time you having <exam>, or will this be a comparison <exam>?

    The reson for this call is, I am with the Image cast and quality department here with <Anthem> what we do
    is cost comparison shop for procedures such as <exam> to try reduce your out of pocket cost; we can also
    assist you in getting you scheduled at a new facility.

    I see that doctor<drs name> has your order set to <current facility> their average cost is <?>, a typical low
    of <?>, and a typical high of <?>,

    ** Please note that that the cost range given for these facilities is approximate, and does not include what
    your plan benefits may of may not cover , it also does not include any add-on procedures such as
    Arthrogram or Myelogram.

    - I did find a facility located in <location> called <name> and their average for the same procedure is <?>,
    and the typical low is <?>, and the typical high is <?>. If you like I can reach out to this facility and see what
    the next available day would be to get you schedule for your <exam>
    Now I have a couple more questions:
    1. Do you have a written order from your doctor, or was it sent to < facility>?
    2. The mailing address <address> is this correct?

    * the name of the place you would want to have <exam> done ids <facility>, their address is <address>,
    and the phone number is <number>, is there a certain day and time that works best for you?
    May I please place you on quick hold while I call for you? I will stay o n the line until your appointment has
    been scheduled. Before we call <new facility> let me give you the number to < original facility> so you can
    cancel that appointment.

    *** Please remember to cancel your appointment that has been scheduled. They may charge a fee if you
    do not cancel the appointment. It is important to contact them as soon as possible. If you would like I can
    assist you in canceling your appointment.

    Thank you <mbr name>. remember you can always contact us at 877-309-4886, and you can find more
    information on the image cost Quality program at the anthem engaged app, if not you can access the
    information by logging on to your anthem account.

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