HIPPA / AVAYA / UPSELLING

How do we ask HIPPA in our calls?

• Asking full name and SSN

• Asking full name and Credit card number

• Ask full name and DOB from the patient.

• Ask full name and Medical ID.

When someone else is booking an appointment for a patient, what part of HIPPA verification do we have to ask?

• Full name and DOB

• Full name from the patient and caller

• Full name and SSN from patient and caller

• Full name from the caller and Full name and DOB from the patient

What's the correct procedure: When a caller does not have the DOB from the patient that wants to be booked?

• Book the patient and advise to call back to provide the DOB

• Book the patient and the caller as a proof with his own DOB

• Ask the caller to contact us back with the proper information.

• Advise the caller to provide the SSA from the patient at least

What's the proper process to transfer a patient to the office.

• Put the patient on Hold and dial the number on Avaya, click on the arrow from the patient calls and click on last option transfer.

• Open a new line to dial and make a 3-way call with the patient then hang up.

Its recommended to upsell at the end of the calls. Patients listen more at the end.

• True

• False

What is the age range for eligible patient to get an orthodontic screening?

• 6-50 years old

• 7-45 years old

• 5-23 years old

• 7-50 years old

What are the best practices we can use to get more bookings? Select all that applies.

• Offer both General and Ortho on All calls.

• Avoid upselling at the end of your call

• Be assertive

• Only Offer Ortho

• Use rebuttals 

In order to Improve Show Rate we want to have a verbal commitment from our patients.

• True

• False

Select the most assertive approach:

• Mr. Smith would you like to come in for an orthodontic screening?

• Can I book you for a complementary screening, that would be free, is that ok for you?

• We have a free consultation with the orthodontic, would you be interested in?

• You have been granted a complimentary screening with our orthodontics to check your teeth alignment, this appointment will be schedule on Tuesday at 3:00 PM, How does that sound for you?

When upselling we only need to upsell orthodontic screen?

• True

• False