Clinic Access Checklist Guidelines

Did the agent identify themselves and use the appropriate greeting and branding?

• Y

• N

Did the agent correctly use and validate IVR information?

• Y

• N

• NA

Did the agent obtain the appropriate identifiers and confirm the correct patient account?

• Y

• N

• NA

Did the agent verbally confirm the insurance coverage and verify through the appropriate system?

• Y

• N

• NA

Did the agent appropriately update the insurance coverage?

• Y

• N

• NA

Did the agent summarize and confirm the next actions (what, who, where, and when)?

• Y

• N

Did the agent provide special instructions for the appointment to the caller (e.g. arrive early, picture ID, insurance card, applicable co-pay, ADA)?

• Y

• N

• NA

Did the agent completely and accurately resolve all of the caller's issues?

• Y

• N

Did the agent accurately complete the correct action on all critical items to completion?

• Y

• N

• NA

Did the agent accurately complete the correct action on all non-critical items to completion?

• Y

• N

• NA