Call Handling Process¶

📞 Process Overview¶

Call handling is the fundamental work of the Call Center, including standard greetings, call routing rules, and basic processing procedures. All incoming calls must be handled according to unified standards to ensure professional and efficient customer experience.

🎯 Answer Standards¶

⏰ Timing Requirements¶

Answer Time: Answer within 3 rings, no more than 20 seconds
Hold Time: If transfer needed, customer wait no more than 30 seconds
Response Time: Question answers or query results within 2 minutes

📞 Standard Greetings¶

Standard Greeting¶

"Good morning/afternoon, thank you for calling Incinta Fertility Center, 
this is [Your Name], how may I help you today?"

Greeting Key Points¶

🌟 Friendly, professional, warm tone
📞 Clearly state clinic name
👤 Proactively introduce your name
❓ Open-ended inquiry about customer needs

🔄 Call Routing Rules¶

📋 Call Type Identification¶

New Patient Consultation

First-time callers seeking treatment information

Handling: Detailed consultation + appointment scheduling
Existing Patients

Patients already receiving treatment

Handling: Information inquiry + problem solving
Appointment Related

Scheduling, rescheduling, cancellations

Handling: System operations + confirmation notifications
General Inquiries

Pricing, procedures, insurance questions

Handling: Standard responses + information provision

🎯 Routing Decision Tree¶

graph TD
    A[Call Answered] --> B{Call Type?}
    B -->|New Patient Consultation| C[Collect Basic Information]
    B -->|Existing Patient| D[Verify Patient Identity]
    B -->|Appointment Related| E[Check Scheduling System]
    B -->|Emergency| F[Transfer to Medical Staff]
    B -->|General Inquiry| G[Provide Standard Information]

    C --> H[Understand Needs Details]
    D --> I[Query Patient Records]
    E --> J[Handle Appointment Tasks]
    F --> K[Record Emergency Situation]
    G --> L[Send Relevant Materials]

    H --> M[Schedule Consultation]
    I --> N[Answer Patient Questions]
    J --> O[Send Confirmation]
    K --> P[Follow-up Processing]
    L --> Q[Suggest Further Consultation]

🆕 New Patient Consultation Handling¶

📋 Information Collection Checklist¶

Basic Information¶

Name: Full name (including spelling confirmation)
Phone: Primary contact + backup phone
Email: For sending materials and confirmation
Age: Patient and spouse age
Location: Home address (assess distance to clinic)

Medical Background¶

Fertility History: Previous pregnancies, deliveries
Treatment History: Previous fertility treatments
Current Status: How long trying to conceive
Medical Issues: Known fertility-related problems
Urgency: Treatment timeline preferences

💬 Standard Inquiry Scripts¶

Opening Needs Assessment¶

"Thank you for your interest in Incinta Fertility Center. 
To better assist you, could you tell me a bit about what 
brought you to call us today? Are you looking to start 
your fertility journey, or do you have specific questions 
about our services?"

Information Gathering¶

"I'd like to get some basic information to help our doctors 
understand your situation better. This will help us recommend 
the most appropriate next steps for you. 

May I ask how long you and your partner have been trying 
to conceive? Have you had any fertility testing or treatments 
in the past?"

📅 Appointment Scheduling Process¶

Time Preference Inquiry¶

"We'd love to schedule you for a consultation with one of our 
fertility specialists. Do you prefer morning or afternoon 
appointments? Are there any days of the week that work better 
for you?"

Appointment Confirmation¶

"Perfect! I have you scheduled for [Date] at [Time] with 
[Doctor Name]. You'll receive a confirmation email with 
all the details, including what to bring and how to prepare 
for your visit. 

The appointment will take about 60-90 minutes, and we'll 
discuss your medical history, treatment options, and answer 
any questions you have."

👥 Existing Patient Call Handling¶

🔐 Identity Verification Procedure¶

Standard Verification Steps: 1 Request full name and date of birth
2 Confirm phone number or address information
3 Locate patient record in system
4 Verify recent visit date or doctor name

Verification Script:

"For your privacy and security, I need to verify your 
information. Could you please provide your full name 
and date of birth? And could you confirm the phone 
number we have on file for you?"

📞 Common Existing Patient Inquiries¶

Test Results Inquiry¶

Confirm if results are available
If not ready, provide estimated timeframe
If ready, arrange doctor interpretation or provide results directly
Record inquiry and set follow-up reminder

Medication method and timing confirmation
Side effects and precautions
Medication adjustments require doctor approval
Emergency medication issues transfer immediately to medical staff

Appointment Change Requests¶

Check current appointment schedule
Provide available alternative times
Confirm changes and send new confirmation
Update system records

🚨 Emergency Situation Recognition¶

Situations requiring immediate transfer to medical staff: - Severe abdominal pain or bleeding - Allergic reactions or adverse drug reactions - Post-surgical emergency complications - Emergency situations during pregnancy - Any symptoms causing strong patient concern

Emergency Transfer Script:

"I understand your concern, and I want to make sure you 
get the appropriate medical attention right away. Let me 
connect you directly with our medical team who can best 
address this situation. Please hold for just a moment."

📅 Appointment Scheduling¶

Available Time Inquiry¶

Login to appointment management system
Check doctor available time slots
Consider patient time preferences
Provide 2-3 time options

Appointment Confirmation Process¶

1 Create appointment in system
2 Confirm patient contact information
3 Send appointment confirmation email
4 Set pre-appointment reminder

🔄 Appointment Change Handling¶

Reschedule Requests¶

"I can definitely help you reschedule your appointment. 
Let me check what times are available. Could you give me 
a few options for days and times that would work better 
for you?"

Cancellation Handling¶

"I understand you need to cancel your appointment. 
Could you let me know if you'd like to reschedule for 
a later date, or if you'd prefer to be placed on our 
waiting list for any earlier openings?"

Post-Cancellation Follow-up: - Inquire about cancellation reason (optional) - Provide rescheduling options - Set appropriate follow-up time - Update status in system

❓ General Inquiry Handling¶

💰 Cost Inquiry Standard Responses¶

Treatment Cost Questions¶

"Our treatment costs vary depending on your specific needs 
and treatment plan. We offer several package options to 
make treatment more affordable. I'd be happy to schedule 
you for a consultation where our financial coordinator 
can provide you with detailed pricing based on your 
specific situation."

Insurance Coverage Questions¶

"Insurance coverage for fertility treatments varies by 
plan and state. We work with many insurance providers 
and have a dedicated insurance specialist who can verify 
your coverage and help maximize your benefits. Would you 
like me to schedule you for an insurance consultation?"

🏥 Treatment Process Inquiries¶

IVF Process Explanation¶

"IVF treatment typically involves several steps: initial 
consultation and testing, ovarian stimulation, egg retrieval, 
fertilization in our lab, and embryo transfer. The entire 
process usually takes about 6-8 weeks. Each step is carefully 
monitored by our medical team to optimize your chances of success."

Success Rate Questions¶

"Success rates depend on many individual factors including 
age, diagnosis, and treatment history. Our doctors will 
review your specific situation and provide you with 
personalized success rate information during your consultation. 
We're proud to maintain success rates that meet or exceed 
national averages."

📊 Call Quality Management¶

🎯 Service Quality Standards¶

Call Attitude Requirements¶

Professionalism - Clearly explain medical terminology when used
Patience - Thoroughly answer patient questions without rushing
Empathy - Understand patient emotional needs and provide support
Confidentiality - Strictly follow HIPAA privacy protection requirements

Communication Skills Key Points¶

Active Listening - Allow patients to fully express needs and concerns
Clear Expression - Use simple language to explain complex concepts
Confirm Understanding - Regularly confirm patient understands provided information
Follow-through - Promised items must be followed up on promptly

📝 Call Documentation Requirements¶

Required Documentation¶

Call date, time, duration
Patient name and contact information
Call purpose and main content
Information and recommendations provided
Follow-up action plan
Next contact time arrangement

Documentation Quality Standards¶

Timeliness - Record immediately after call ends
Accuracy - Ensure all information is accurate
Completeness - Include all important conversation content
Professionalism - Use professional, objective language

🔄 Special Situation Handling¶

😤 Complaint Handling¶

Complaint Handling Steps¶

1 Listen - Allow patient to fully express dissatisfaction
2 Apologize - Apologize for patient's unpleasant experience
3 Document - Detailed record of complaint content and reasons
4 Resolve - Immediately resolve within authority
5 Escalate - Report issues beyond authority immediately
6 Follow-up - Ensure satisfactory resolution

Complaint Handling Scripts¶

"I sincerely apologize for the frustration you've experienced. 
Your concern is very important to us, and I want to make 
sure we resolve this properly. Let me document exactly 
what happened so we can address this issue immediately."

🌍 Language Barrier Handling¶

Non-Native English Speakers¶

Slow down speech, use simple vocabulary
Repeat important information, confirm understanding
Provide Chinese language service (if Chinese staff available)
Arrange translation services (if needed)

Chinese Patient Special Service¶

"If you prefer to communicate in Chinese, I can arrange for a
Chinese-speaking colleague, or we can continue communicating
via email in Chinese. We want to ensure you receive the
clearest and most accurate information."

📞 Call Closing Standards¶

✅ Pre-Closing Confirmation Checklist¶

Confirm all patient questions have been answered
Verify next steps action plan
Confirm contact information accuracy
Provide additional contact methods
Ask if there are other items needing assistance

👋 Standard Closing¶

Standard Closing¶

"Is there anything else I can help you with today? 
Thank you for choosing Incinta Fertility Center. 
We look forward to supporting you on your fertility journey. 
Have a wonderful day!"

Professional Tips

Remember ABC Principle: A**lways be professional, **B**e patient and understanding, **C**are about patient needs
**Calls are first impressions: Your voice represents the entire clinic's professional image
Every call matters: Regardless of issue size, provide equal professional attention

Last updated: August 7, 2024 | Version 2.1