4.7.2025 - Welcome Call/Intake

Scenario: A patient says, "I don't want your services. Stop calling me! How do you even get my phone number?"

• Argue with the customer about their need for the services

• Apologize for the inconvenience and ask if they'd like to have their number removed from the list

• Hang up immediately

• Keep calling until they agree to listen

Scenario: A patient says, "I cannot take your call right now."

• "I understand, let me know when I can call you back. Here is my phone number [your number] You can reach out to me whenever works best for you. Have a great day!"

• "Why not? I need to speak with you now!"

• "That's too bad. I'll keep calling until I get through."

• "Okay, I’ll leave a voicemail and hope you listen to it."

Scenario: A patient asks, "Are these services necessary?"

• "I think it’s obvious that they are necessary. You should just trust us."

• "You don’t really have a choice, they’re mandatory."

• "That's a great question! Our services can be really helpful, especially when it comes to monitoring your condition and reporting changes to your physician."

• "I’m not sure. It’s up to you to decide."

Scenario: A patient says, "Can we hold off visits for now? I am still undecided about those services."

• "No problem, I’ll just continue calling until you decide."

• "It’s fine, you’ll have to make a decision soon."

• "Okay, I’ll just wait and call you back at random."

• "Of course, we can hold off any visits until you’re ready. I can send you more details about our services if that would help. Feel free to reach out whenever you’re ready."

Scenario: The patient expresses urgent concerns or medical need that require immediate attention, such as recent health changes.

• "I’ll note your concerns and follow up with you whenever I get the chance."

• "I understand your concern. I'll make sure our nurse contacts you as soon as possible to discuss your condition and evaluate you further."

• "That sounds serious, but I’m not qualified to help."

• "You should call your doctor yourself."

Scenario: The call drops or there are issues with the quality of the call (e.g., poor signal or difficulty hearing).

• Ignore the issue and continue speaking

• End the call abruptly and don’t follow up

• Blame the customer for the poor signal

• Politely apologize for the issue, and suggest calling back or trying an alternative method of communication such as text message

Scenario: The patient says, "I already have a provider for those services. Why should I switch to yours?"

• "We understand that, but our services are better, and you should consider switching."

• "Well, we think ours is the best, but it's up to you."

• "I respect that you already have a provider. If you’d like, our nurse or clinical managers can tell you more about what makes our services unique and how they may benefit you."

• "You’ll regret not switching if you don’t try us."

Scenario: The patient says, "I'm just too busy to talk right now."

• "Well, you should make time for this call, it's important."

• "I understand you're busy. How about we schedule a time that works better for you? I’m happy to call back whenever it's more convenient."

• "It sounds like you don’t want to talk. Maybe we can talk another time, but you’ll miss out."

• "I’ll just call back later without checking in."

Scenario: The patient says, "I’m not sure if I trust your company yet."

• "I understand, trust is earned. Let me tell you about our experience and how we’ve helped others in similar situations."

• "You should trust us because we are the best."

• "I can’t do anything if you don’t trust us."

• "Just give it a try. You’ll see we’re trustworthy."

Scenario: The patient/family says, "I don't like receiving follow-up calls."

• "I’m sorry to hear that. Would you prefer we stop following up or would you like to provide an alternative contact method?"

• "Well, we have to call you anyway."

• "I’ll just keep calling until you agree to take my calls."

• "That’s too bad. You should get used to it."