Ortho Script (Outbound Version 1)

Good Morning / Afternoon (PATIENT), My name is (AGENT) with Senior Health. This is a follow up call regarding your online inquiry about a new medical support brace for your pain.

Are you still experiencing Pain?

IF NO OR NON-RECEPTIVE:

  • Okay (Patient) I understand. We are just responding to an inquiry for assistance with chronic pain associated with (Patients Name) at (Patients Address). This is you correct?

Perfect, now (Patient) when you do experience pain, where is it located? And on a scale from 1 – 10, with 10 being the highest, how would you say the pain level is when it’s at its absolute worst?

(MUST be 6 and up)

I'm sorry to hear that. But I can definitely get you some assistance in relieving that pain. Lets see what you're eligible for. Go ahead and grab your RED, WHITE, and BLUE Insurance card so I can pull up your account and verify some information. (Might have to wait for them to find it)

Read me your name exactly as it appears on your card.

Now verify your Member ID on your insurance card. The member ID is located directly under your name and should be a random mixture of letters and numbers.

IF THEY DON’T WANT TO GIVE THEIR MEDICARE ID – REBUTTAL:

  • • Now we are a HIPPA compliant company. We won’t be able to see any personal information. This is simply to see what you would qualify for to help with the pain.

If they still don’t want to – ANOTHER Rebuttal

  • I understand (patient), well recently Medicare sent everyone out new cards. The old ID number was your social but the new cards they sent out have been changed to that random mixture of letters and numbers for your protection, so that you would feel comfortable utilizing the help you’re eligible for.

IF THEY ARE NOT ELIFIBLE

  • Unfortunately, due to your (what ever makes them ineligible) I am unable to assist you at this time. My best advice would be to go to your primary care physician to see if maybe they can help. Thanks for you time and have a great day.

IF ELIGIBLE THEN FILL OUT FORM

Ortho Script (Outbound/Inbound Version 2)

Outbound intro

Hi my name is (AGENT) from med connect. Can I speak with (PTs First Name).
Great. You are receiving this courtesy call regarding your current benefits. We work with doctors and your insurance company to help patients receive pain and discomfort relief.

Inbound intro

Good morning / afternoon. This is (Agent) from med connect, we work with approved Medicare providers. Who do I have the pleasure of speaking with?
We see here that you are experiencing pain or joint discomfort, is that still the case?
Okay, and how long have you been experiencing that pain?
What are you currently doing to help relieve that pain?


      Rebuttals

      Why am I receiving these calls?

      • You received the call today in response to a request submitted for pain relieving braces covered by your current health insurance.

      If they don't want to give their Medicare ID

      • I understand (PTs Name). Recently Medicare sent everyone out new cards. The old ID number was your social, but the new cards they sent out have been changed to that random mixture of letters and numbers for your protection. Medicare did this so that you would feel comfortable utilizing the help you are eligible for.

      If they still don't want to give out their MBI number. (Here's another Rebuttal)

      • Now we are a HIPPA compliant company. We won’t be able to see any personal information. This is simply to see what you would qualify for to help alleviate your pain.

      Pain is below a 6

      • Does it ever get worse than that on a really bad day, After some activity does it shoot up to a 6 or a 7 maybe?

      Definitely no pain & Not Interested

      • Might there be anyone else in the home would benefit from this?

      I Have NO pain!! (Another Rebuttal)

      • It doesn't have to be a constant pain. We also help patients experiencing pain periodically. Like pain that comes and goes as the weather changes. Or any pain from arthritis, back aches, joint discomfort, neuropathy, or even a past injury. Do any of those apply to you?

      I already have a brace

      • Did your doctor write a prescription for it, or did you purchase it through the store?

      Got it from the store.

      • Well unlike the store bought ones that are a one size fits all solution, these braces are tailor made to fit you and also made to target your specific pain type.

      Got it through Medicare.

      • How long ago did you receive those? (IF IT HAS BEEN LONGER THAN THE ALLOTTED TIME FRAME). That’s the older model. They are now offering newer, lighter braces that are a lot easier to use and a lot more comfortable.

      Who's calling / what company are you with / is this Medicare?

      • OPTION 1 --> I'm with (Company), we are a supply company which works with Medicare to provide the public with orthopedic support among other services, Making it easier for patients to get the help they need. Especially when times are tough. I’m often called an advocate.
      • Option 2 --> We are with senior services. We do not work for Medicare. We help individuals like yourself alleviate pain by offering braces.

      My pain isn't that bad

      • Well, on a bad day after some household chores or activities does your back hurt? Do your knees bother you? Does your shoulder act up after a lot of reaching? Have you ever dealt with carpal tunnel or arthritis? Sometimes even inflammation from things like diabetes or high blood pressure can cause pain and discomfort.

      I'm Not Interested

      • Do you ever deal with pain or worry about wear and tear on your knees and joints? This may be a good opportunity to think ahead.

      Do Not Call

      • I will be more than happy to place you on our DNC list. Before I let you go. Might anyone in your household or a close friend or relative benefit from our help?

      I don't want to talk about it

      • I understand, I don’t like to focus on my own pain at times. I'm not going to get too personal. Medicare just requires that we are sure you need our help before keeping you on the phone any longer. It will just take a second to verify a few things here. Some of the questions we ask help determine if braces will help you.

      When I need braces I will call / worry about it then

      • I get it. Many people often take advantage of the opportunity in case the need should arise. Keep in mind the benefits may not always be available as the regulations change year after year.

      I have cancer (or any very serious condition)

      • I'm sorry to hear that and I certainly wish you well. Do you also experience pain or discomfort in any joints or muscles?