WorksheetsHIPPA / AVAYA / UPSELLING
Total questions: 14
Worksheet time: 7mins
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
Choose the best rebuttal: I wore braces in the past. Not interested,
Are you wearing your retainers regularly? We have clear Arc Aligners that can help improve your smile and correct any shifting. I have an appointment for tomorrow 2:00pm how does that sound?
You have called the right place! Western Dental has been extending credit for many years and offers affordable monthly installments for braces. Let's get you that appointment.
Early Examinations allows the Orthodontist to evaluate dental development and detect any problems in growth. With early detection this can be corrected. Let's get you in for a free orthodontic exam for braces today!
Choose the best rebuttal: It's too expensive.
Are you wearing your retainers regularly? We have clear Arc Aligners that can help improve your smile and correct any shifting. I have an appointment for tomorrow 2:00pm how does that sound?
You have called the right place! Western Dental has been extending credit for many years and offers affordable monthly installments for braces. Let's get you that appointment.
Early Examinations allows the Orthodontist to evaluate dental development and detect any problems in growth. With early detection this can be corrected. Let's get you in for a free orthodontic exam for braces today!
Are you required to upsell LooksBrite vision in all calls?
TRUE
FALSE
Choose all the parts of the closing.
Recap and confirming appointments
Set proper expectation
Additional assistance
Closing- branding of call.
All of the above.
