Caller Indicates They Want to Schedule an Appointment

The caller has requested to schedule an appointment. Acknowledge their request and show ownership.

Script Options (Must show ownership and support):

"Let me check the schedule for the next available appointment."

OR

"One moment while I look into that for you."

OR

"We can help with that — let me get those details."

Important: At this point you should have already verified HIPAA. If you have not, ensure you verify HIPAA before proceeding.

2

Have You Pulled Up the Provider and Clinic in KMS?

You need to have the provider and clinic information open in KMS (Knowledge Management System).

Note: You're welcome to review the temporary and permanent notes on each profile. While it's not mandatory, they may contain helpful information.

2

Pull Up Provider and Clinic in KMS

Go back and search for the provider and the clinic in KMS.

Action Required: Search for and open the provider and clinic profiles in KMS before proceeding.

3

Have You Opened Web Scheduler?

You need to have Web Scheduler open to search for available appointments.

Critical: Please refresh Web Scheduler between scheduling patients to ensure the providers' availability accurately shows.

3

Open Web Scheduler

Go back to the clinic's profile in KMS and click on the web scheduler tab.

Action Required: Open Web Scheduler from the clinic's KMS profile before proceeding.

4

Use Web Scheduler to Find an Appointment

Ask for information regarding the appointment, including reason for visit and desired time and location.

Important: Make sure to correctly select if they have seen a Village provider in the past. Some providers do not accept new patients.

[Web Scheduler Image: "Have you seen a Village Medical provider in the last 3 years?" - Yes/No selection]

Questions to Ask:

"What is the reason for your visit?"
"Which location would you like to visit?"
"Is there a specific provider you would like to see?"
"What day of the week is most convenient for you?"
"Would you like an appointment in the morning or afternoon?"

Next Steps:

Use the filters, location, and appointment types to identify an appointment
Provide available options (e.g., "We have appointments at 8:30, 8:45, 9:30, 9:45, or later in the day")

4

No Appointment Available

Search again using additional providers and clinics until you find an available appointment.

Action Required: Expand your search to other providers and locations to find an available slot.

5

Confirm the Provider Accepts the Patient's Insurance

Verify the patient's insurance information and confirm the provider accepts it.

If Caller is Fully Authenticated:

"Do you still have _____ insurance?"

Insurance Notes:

If existing patient needs insurance updated, remind them to contact their insurance company to get Village PCP assigned
If caller is not fully authenticated, ask for insurance information
If no insurance or info not available, enter "Self Pay"
Advise Self Pay patients they'll be responsible for payment at time of service

Required: Verify insurance eligibility in Athena by clicking "Perform Eligibility Check" in the Insurances section (not needed for secondary insurance).

5

Provider Does Not Accept Insurance

Search for a different provider in Web Scheduler that does accept the patient's insurance.

Action Required: Find an alternative provider who accepts the patient's insurance plan.

6

Schedule the Appointment in Athena

Review chart alerts and schedule the appointment in Athena.

Before Scheduling: Review the chart alerts before scheduling the patient.

[Athena Chart Alert Example Image showing patient notes and scheduling restrictions]

Scheduling Steps:

Use all three pull-downs: Clinic → Provider → Appointment Type
Select the appointment and fill out the appointment details

6

Appointment No Longer Available

If the appointment is no longer available, look for a new appointment in Web Scheduler.

Action Required: Return to Web Scheduler and find an alternative appointment time.

7

Confirm Patient's Contact Information

Confirm the patient's address, phone number, and email address.

Script:

"Can you confirm your address, phone number, and email address are still current?"

7

Update Patient Information

If the caller is authenticated, correct any incorrect information in the system.

Action Required: Update the patient's contact information in Athena before proceeding.

8

Summarize the Appointment Details

Provide complete appointment details and important reminders to the patient.

Appointment Summary Script:

"We have scheduled your appointment for [Day], [Date], at [Time] with [Provider Name] at [Location Name], located at [Full Address]."

"Please remember to bring all insurance cards and a photo ID with you so we can make a copy for our records. Also, please bring the bottles or a list of your current medications."

Arrival Time Instructions:

New Patients: Arrive 20 minutes prior to appointment (for paperwork)
Established Patients: Arrive 15 minutes prior to appointment

Reminders & Check-In:

Appointment > 3 days away: Text/email reminders will start 3 days before
Appointment < 3 days away: Expect reminder the following day
Same day appointments: No reminders, but will receive check-in link
Advise patient to check in with the link and fill everything out prior to coming in

Documentation:

Document the reason for appointment WITHOUT abbreviations
Note "in-office" for in-person visits
For virtual visits, provide virtual details per the Virtual Visits FAQ job aid

9

Check the "Add Appointment Note to Homepage Schedule" Checkbox

After summarizing the notes, ensure you check the checkbox to add the appointment note to the homepage schedule.

[Athena Appointment Form Image showing the "Add appointment note to homepage schedule" checkbox]

Critical: This checkbox MUST be checked before closing the call to ensure proper documentation.

9

Go Back and Select the Checkbox

Go back and click the "Add appointment note to homepage schedule" checkbox, then close the call.

Action Required: Return to the appointment form and check the required checkbox.

10

Close the Call

Use the appropriate closing script based on whether you're ending the call or transferring.

At the End of a Call:

Agent: "Is there anything else I can assist you with today?"

Patient: "No"

Agent: "There is a brief 3 question survey regarding your call today, with a 5 rating being the best! Thank you for choosing Village Medical, have a good day."

When Transferring a Patient:

Agent: "Before I transfer your call, is there anything else I can assist you with today?"