Customer Service

Motto
Our goal at Grand Medical Clinic is to
provide each patient with___________
_________. We understand each patient
is different along with their needs and
concerns. The Physician provides
personalized counseling to his patients,
by imparting them with the tools and
information they need to take _______
__________________a healthy lifestyle.

Medical Services Provided

• ___________________ • STD Test/ Treatment

• Sports Physicals • Acute Pain Management

• Weight Loss Strategies

• Asthma Management
• Family Planning including contraceptive counseling
• Heart Disease Management
• Upper and Lower Respiratory Management/ Treatment
• Mild Depression/ Anxiety
• Diabetes Management
• Women’s Exam
• ___________________________________
• Respiratory Infection
Treatment. • Nutrition Guidance
• STD Test/ Treatment
Minor Procedures & Laboratory Services
• Suturing • Urinalysis • Pregnancy Test
• __________________
•_____________ • Liver Function
• I&D
• Urine Cultures
• Rapid Strep Test
• Blood Allergy Testing
• Diabetes Check
• STD Testing
• Rapid Flu Test
• Kidney Function

Employee Expectations Over the Phone

● Answer the phone with a warm and welcoming voice.
● Use the correct greeting
○ Grand Medical Clinic, This is (Your Name) speaking how may I help you.
● Try scheduling patients to come in and see the physicians as soon as possible.
● Inform patients need to have the pharmacy contact the office for ____________________
Try to complete the phone call quickly and in timely manner
● Limit the time patient are on hold, if patients are on hold for a long time they can start to
become upset.
● Help patient understand that you can not treat them over the phone and they must make
an appointment over the phone.
● If patients begins to become upset and difficult for you to meet their_________________.
Ask them to hold while you try to get a manager/doctor who can better understand them.
● Most importantly keep a warm and welcoming voice throughout conversation.

Employee Expectations In Person

● Welcome patient in a warm and welcoming voice.
● Check waiting area to see if organized and clean
● Show patient___________________________________ and respect
● Patient has a right to detailed explanation of the cost.
● Open doors for patients when entering the back and exam rooms.
● Check each room after every patient. By changing Exam Chair sheet, wipe down counter,
throw away trash, and spray room with disinfectant.
● Patient has right to quality care.
● Wear proper PPE for.____________________
● Assist physician in during small procedures
● Provided patient with details from appointment
● Provide patient support during blood work
● Schedule patients at the earliest availability.
● Try one's best to clear patients confusions and concerns
Example 1- Insurance Concerns
Senario: Patients comes to the front counter to check in. The receptionist informs them
that they have a __________________of a certain amount. Patient does not agree and
says that they have never had a deductible at previous doctor offices. And refuses to pay
and begins to get upset. They begin to raise their voice.
Resolution:
1. Keep a calm and warm tone in voice. Try not to get upset. Present patient with a
print out of___________________________. Circle the area that focus on primary
care physicians. ( This usually resolves the issue)
2. If patient still is not satisfied, ask them to take a seat and you will get the manager.
a. Usually the manager will present them with the same information. If patient
does not understand will be asked to leave. Policy Payment will be collected
before they are taken to the back

Example 2- Long Wait Time

Senario: Unfortunately physician is running behind. Some patients have been in the exam
room for more than 10 min. They have yet to see the physician.

Resolution:

● Knock on the door before entering

● ___________________for the physician running late.
● Inform them he will be with them soon
● Offer patient water while they wait
● Usually patients are understanding once you _________________that they have
been waiting.
● If patient does not understand, offer them to see the manager.

Example 3- HIPPA Violation

Scenario: A patient’s landlords calls,(i.e) requesting information about the patients health
and if they can have a service pet. They are persistent and want the information.

Resolution:

● Inform the 3rd party that due to ________________________a patient's information

can not be shared with anyone with out the patient's permission and they need to
contact the patient.
● Call and inform patient that this information has been requested by a 3rd party. If
they want to provide the information, the patient will need to physically come to the
office to fill out a______________________________ and collect the information.
Example 4-Prescription Refills
Senario: Patient calls requesting a prescription refill. You inform the patient to please have the
pharmacy send a prescription refill request and that it will be taken care. You make sure to
_________________the conversation in the EMR. The pharmacy sends over the request. With
the physician's approval you submit the request. However the patient calls back the next day and
is upset that the pharmacy never received the request. And that they need the medicine urgently.

Resolution:

● Try to calm the patient down, let them know you understand the importance of them
having the medication in a timely manner. Also let them know that since the request is
usually sent through electronically issues do happen.Let the patient know that this does not
happen normally. Document the conversation in the ____________________
● After the conversation with the patient. Get approval from the physician. Call the
Pharmacy and approve the prescription over the phone.

Example 5- Stealing Medication

Senario: As a employee you have access to medication in the clinic and _________
(Physician Prescription Pad). You see the script sitting out by the physicians desk. You
decided to take a a sheet and forge the physician signature for controlled or any
medication.

Resolution:

● The physician will find out if a script has been taken. The employee will be
___________________on the spot. An official termination letter will be mailed out
priority. Police officers will be called and a case will be filed against the employee.
● By taking a script you are placing the physician medical licence and your
credentials on the line.