Be Prepared

Be prepared before you start making your calls! You should have available:

• Patient's demographics 
• Patient's insurance eligibility (if applicable)
• Patient's account balance 
• The last examination date 
• Their last office visit and reason for that visit 
• Today's recall reason 
• Time of day, where, and how the patient prefers to be contacted

Make sure you understand the following responsibilities before starting your calls. Knowing all of the optometrists schedules helps expedite filling any cancelled or rescheduled appointments. You must know how to create the recall lists, how to schedule appointments, how to propagate statistical analysis spreadsheets, how to identify and notify pre-appointed patients four weeks in advance, at least. By email, text, or phone, with letters sent if necessary. Practice your scripts! This is not an option. Memorize your office's scripts. Role play with a mentor before beginning your calls. Please download the examples of recall scripts.