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a day in the life of a health care service desk attendant

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  1. Healthcare Services Desk: A Day in my Life Scenario-Guided Strategy for Patient Care

  2. My Role at the Services Desk I am the point of contact for patients. I handle a high volume of calls, emails, and online inquiries. My responsibilities include:  Scheduling appointments  Answering questions about services, billing, and insurance  Verifying patient information  Providing general information and directions  Directing calls to the correct department or clinical staff

  3. The Scheduling Call A Patient Needs to Schedule an Appointment Agent: Good morning! Thank you for calling Health Care. My name is Judy, how may I assist you today? Patient: Hi, I’m a new patient and I’d like to schedule an appointment with the doctor. Patient:I’d like to book an appointment with Dr. Joseph Agent: Certainly! May I please have your full name and date of birth so I can set up your patient profile? Patient: Sure, it’s Mary Miller, February 5th, 1990. Agent: Thank you, Ms. Miller. I’ve set up your record. Dr. Joseph is available on Tuesday at 10 a.m. or Thursday at 2 p.m. Which works better for you? Patient: Thursday at 2 p.m. works. Agent: Perfect. I’ve scheduled your appointment for Thursday at 2 p.m. with Dr. Joseph. Please bring your ID and insurance card on your first visit. Is there anything else I can help you with today? Patient: No, that’s all. Thanks for your help. Agent: You’re most welcome. We look forward to seeing you, Ms. Miller. Have a wonderful day!

  4. The Billing Inquiry A Patient Has a Question About Their Bill Agent:I’m so sorry to hear this caused you frustration. My name is Judy, and I’ll do my best to help resolve it. May I please have your account number so I can review your bill with you? Patient:It’s 45872. I was told my insurance covered that visit, so I don’t understand why I’m being charged! Agent:Thank you for sharing that. I completely understand why you’d be concerned. Let’s go through the bill together. Please give me a moment while I pull up your account. Agent: I see that the insurance did cover most of the visit, but the $300 is listed as a deductible. However, I’ll be happy to confirm with our billing department to make sure this is accurate. Patient:Well, I don’t think I should be paying that. Agent:I hear you, and I want to make sure this is handled correctly. Here’s what I’ll do: I’ll escalate this to our billing specialists for a detailed review, and I’ll give you a call back within 24 hours with an update. Does that sound okay? Patient:Yes, that’s fine. Agent:Great. I’ve logged your concern and will personally follow up. In the meantime, please don’t worry about late fees —I’ve noted your account. Thank you for your patience, and we truly appreciate you bringing this to our attention. Patient: Hello, I just got a bill for $300, and I think it’s wrong! I’m really upset about this.

  5. The Urgent Call A Patient Has an Urgent Medical Concern Patient:Hi… I’m feeling really dizzy and having chest pain. I don’t know what to do.  Agent:I’m very sorry you’re going through this. My name is Judy, I’m a registered nurse here with health care. I need to ask you a couple of quick questions so I can guide you safely — is that okay?  Patient: Yes, please.  Agent: Thank you. Can you tell me, on a scale of 1 to 10, how severe is your chest pain right now?  Patient:About an 8, and it’s radiating to my arm.  Agent:Thank you for telling me. Chest pain with radiation to the arm can be very serious. Based on what you’ve described, I strongly recommend you call 911 immediately for emergency help. Are you able to do that right now, or would you like me to help connect you?  Patient:I can call, but I’m scared.  Agent:I understand completely, and you’re not alone. Please stay as calm as you can. If you’re with someone, have them stay beside you until help arrives. After you’ve been evaluated in the ER, we’ll help arrange your follow-up with the doctor. Your safety is the most important thing right now.  Patient:Okay, I’ll call 911.  Agent:That’s the right decision. Please do that immediately, and know that you’re taking the safest step for your health. We’ll be here to support you afterward. 

  6. Why the Services Desk Matters The services desk is a vital link in the healthcare system. • Every call is an opportunity to provide compassionate and efficient service. • By handling a variety of scenarios with professionalism and empathy, you help ensure a positive patient experience and contribute to the overall well-being of the community. •

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