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PT Name: Dakota Johnson | Scenario: Pt received notification about their appt getting canceled.
Check if there are no pending appointments. Transfer to the Clinical Team to find out why it was cancelled.
PT Name: Brie Larson | Scenario: Patient mentioned that she is returning our call. She said that she was approved for a different dosage of her medication and would like to know where to get the prescription filled.
Transfer to the Clinical Team for refilling prescription.
PT Name: Ellen Page | Scenario: Patient was instructed to call back after receiving her new insurance card so she can be scheduled for a consult.
Transfer to Front Office: This team will set up an appointment for the patient
PT Name: Jessica Alba | Scenario: The patient advised that she was instructed by Dr. Buhain to call in case of an absence in menstruation.
Transfer to the Clinical team so they can set up an appointment with the doctor.
PT Name: Olivia Munn | Scenario: Patient has completed her medication but is currently feeling the symptoms again.
VA should ask what are the symptoms and ensure it is not an emergency. Transfer to the Clinical team.
PT Name: Anne Hathaway | Scenario: Patient would like to cancel her appointment. VA offered to reschedule but patient firmly said no.
Quote charge of $200. Patient is with an "Ongoing Treatment" status thus needs to be transferred to the Clinical team.
PT Name: Emilia Stone | Scenario: Patient called in and said she would like to speak with Dr. Lachance
Explain that Dr. Lachance is not affiliated with the facility anymore. Ask when their last appointment was. Wear the hat of an NP Intake VA.
PT Name: Gal Gadot | Scenario: - Patient wanted to get a breakdown of the charges on their most recent bill
Transfer to the Billing department
Patient Name: Florence Pugh | Scenario: Patient wanted to send over her consent forms.
Transfer to the Laboratory Team: Since the patient is already going through a treatment it goes to say that she has consented to it.
Patient Name: Evangeline Lilly | Scenario: Patient mentioned she will be doing telemed consultation and would like to know how to send over her consent forms.
She is going to send over her Treatment consent forms. Transfer to Clinical Team.
Patient Name: Anna Kendrick | Scenario: Patient said she was instructed to send her consent forms before the treatment could start.
Transfer to the Clinical | Physicians team
Patient Name: Cobie Smulders | Scenario: The patient would like to know the hours of operations.
Provide the information. No transfer required.
Patient Name: Eva Green | Scenario: Patient wanted a copy of her medical records and has filed a release form 2 days ago.
Email the Medical records team to follow up. No need for a transfer.
Patient Name: Elisha Cuthbert | Scenario: Patient wanted to cancel her appointment due to her insurance not covering her treatments. Save attempt declined.
Transfer to the Clinical Team
Patient Name: Jennifer Lawrence | Scenario: Patient would like to cancel her appointment due to personal reasons she doesn't want to disclose. Attempt to save was futile.
Advise charges of $300. Transfer to the Front Office.
