Wrap Up Codes

What does the code 'Schedule' mean?

• Spam call.

• Missed call.

• Technical issues during the call.

• Dental appointment successfully scheduled.

What does the code 'Transfer' imply?

• No appointment available.

• Update of patient information.

• Guided call that requires an introduction and transfer.

• Call attempted to be transferred

What should be done when using the code 'Unable to transfer'?

• Update the patient's information.

• Schedule a dental appointment.

• Make a discount call.

• Offer to transfer to voicemail or take a message.

What does the code 'Did not Schedule' mean?

• Technical issues were experienced.

• The call did not result in a dental appointment.

• The patient's insurance was accepted.

• An existing appointment was canceled.

What characterizes a 'Silent Call'?

• The calling party does not speak when answered. Less than 12 seconds

• A marketing call.

• A call to update information.

• A scheduled dental appointment.

What does the code 'Do not accept Insurance' imply?

• A dental appointment was scheduled.

• We do not accept the patient's insurance.

• Technical issues were experienced.

• A spam call was made.

What is considered a 'Spam Call'?

• Silent calls.

• Marketing, prank and wrong number

• Calls to schedule appointments.

• Calls to update information.

What should be done if there are 'Technical Issues'?

• Schedule a dental appointment.

• Report the poor call quality or problems with the PC to your supervisor

• Make a discount call.

• Update the patient's information.

What code should we use when a patient wants to cancel their appointment?

• Use the code 'Can, Resch, Conf'.

• Use the code 'Did not Schedule'.

• Use the code 'Transfer'.

• Use the code 'Spam Calls'.

What should be done if there are no available appointments?

• Offer a sister location

• Hang up

• do not schedule appointment

• Update the patient's information.