Doc Chase Script
Dr First Contact:
Hi there, this is (Agent). I'm Calling in regards to (PT Name) for doctor (DRs Name). We sent over a fax and I would like to check on the status of that fax please. It is for orthotic braces that Mr/Mrs (Pt Name) has requested.
(IF they received the fax)
Awesome thank you for checking. When could we expect the doctor to take a look at it?
Do you guys have an email as well?
(IF they DID NOT receive the fax)
Perfect thank you for checking on that for me. Let me verify a couple pieces of information so that we can make sure to process the fax correctly.
- Verify the fax number and the doctor information.
- Ask if they have an email address.
- Obtain a secondary Phone number. (Direct line if they have one)
(IF DR IS CONFUSED ON WHAT THIS IS FOR)
This product was requested by (pt name). We have (pt name) PCP on file, we are calling to confirm the fax that was sent out to (PCP Name) as soon as we get the fax back signed and approved we can ship this product out to (PT NAME). Go back into verifying information.
Rebuttals
If they ask what visit or specific day you would need the chart notes from.
- "So I see here that we received the prescription back signed around (look at the date the prescription was signed) and they were for (specify what area of the body the patient is receiving the brace for), so the notes from around that time frame or anything regarding pain in those areas."
If they have no chartnotes from that time frame, no notes regarding the patient experiencing pain in that area.
- Let them know that the progress notes from their last visit would be fine as well.
If Dr.'s team asks what this is for:
- We are a Medical Supply company. (PT NAME) reached out to discuss our orthotic braces to see if they could help with some of their discomfort.
If Dr.'s team asks if the patient wanted this.
- We have our intake specialists double check and sometimes even tripple check to make sure the patient actually needs the orthoics. On some occasions our patients don't like how the braces fit, or are confused by the whole ordeal, then we just apologize and schedule a pick up for them to be able to return it.
Misc Responses
- "Oh alright, so sorry for the confusion. If anything, I will contact the patient and if I have anymore questions, I will give another call. Thank you!"
Information you will need to provide.
- Patient Name
- Patient DOB
- The date of service. (** Most of the time this is the date the PCP signed the prescriptiong. But sometimes it could also be a range.)
Important Information to Verify
- Confirm Fax Number
- Confirm Secondary Line. Try to get a direct line to cut back on Hold times.
- When can we expect the fax back.
- Ask for an email. (Most places wont, but we should ask because it could streamline the process.
- Do we need to put an "Attention To" on the fax for faster processing.
- Provide our fax number for them as well.
Issue with the signd RX
Hi, this is (Agent), I am calling from (Company). I'm calling in regards to (PT name) for doctor (PCP). We received your fax, thank you for that. But while reviewing the paperwork, I noticed that (explain the issue, here are the common ones):
- Missing Signature
- Missing Codes
- Missing a page
Ask the following Questions:
- Would it be easier if we faxed back what we received from you or are you able to send back the (missing page, page with codes filled in, page with the second signature, etc.)?
- (IF WE FAX BACK) - Okay perfect. I am going to start sending it now. It usually takes 5 minutes or so, Ill just call you back once i know it is sent, so that you know to look for it.
- Verify theirs / ours fax number
- How long do you think it will take the doctor to get the RX fixed?
- Do you have a direct line that I can call back.
Additional Questions
If the doctor no longer works their
- When did they leave? Where are they currently working? (**Now remember if the doctor was still there when they saw the Patient. The facility should still have chart notes and patient records to send over to us.)