It is important to have everyone who answers the phone (staff and volunteers) consistently and accurately answer questions like these. Use this template as a guide in creating your own clinic’s question/answer guide.
Overall, you should keep your appointment calls to two minutes or less. Gather the basic information into your software system, answer questions and give pre-operative instructions. This script can keep your staff on track.
Mention “no-shows” to clinic directors and be prepared for responses ranging from a mild “hmm” to an aggravated explosion. No-shows are a part of running a nonprofit clinic and each organization must find its own balanced policy. This document can help you with your own policy.