Whether you have a dedicated call center or a single person responsible for scheduling new patients, there are important details to consider when it comes to the best way to handle incoming calls. Here are 5 tips on how to make sure that your scheduling department is set up to succeed.

Good customer service needs to be taught – often.

Customer service training shouldn’t be something that only happens when a new employee joins your medical practice. Regular in-service training for the whole team will emphasize just how important providing good customer service is for attracting and retaining patients. When building your training program, consider how the training will be implemented. Having your staff run through a webinar will not have the same impact as an interactive training program that includes tone and role-playing exercises.

Making sure that your staff understands the challenges they may face when speaking to patients is a major component of teaching them good customer service. At times they may be speaking to patients that are highly emotional, confused, scared or angry. Learning skills on how to effectively communicate with someone in distress will allow your scheduling staff to steer the conversation in a positive direction and help make the patient feel more comfortable.

When on the phone with a patient, your scheduling staff should be driving the conversation.

Consistency of message is extremely important, especially if you have more than one person responsible for scheduling. The last thing you want to have happen is for a new patient to call your practice at different times and get conflicting information.

Having a script prepared will help keep your message consistent and make sure that all necessary questions are asked and answered. It will also take the pressure off of the patient to feel like they need to do all of the talking, and will indicate that your staff is engaged in the conversation and not just going through the motions. Obtaining the reason for the visit is a critical step in identifying the urgency of the appointment and any specific circumstances that may need to be accounted for – especially if the patient is calling because of an auto accident or workers’ compensation injury. When your staff is in the driver’s seat, they can keep the call on track and headed toward the ultimate goal of scheduling the appointment.

Provide your scheduling staff with the appropriate office space.

It may seem obvious, but make sure that they are located in a space that is well lit, quiet, and has enough room to house all of the tools that they need to do their job effectively. Working in a loud, busy space can make it difficult for both the scheduling staff member and the patient. Hearing conversations in the background is distracting and unprofessional. Callers should not have to repeat their information because the scheduler cannot hear them, nor should the scheduler have to repeat their question for the same reason.

If possible, a dedicated workspace that is away from the waiting room and reception area is ideal. This will minimize background distractions and help your scheduling staff to obtain patient information accurately. They will also be better equipped to take down personal details and avoid violating privacy laws.

Clue your staff in on their role in converting new patients.

Are you letting your scheduling staff know about advertising initiatives? Whether it is through print, television or radio advertising, SEO (Search Engine Optimization), SEM (Search Engine Marketing), or referrals, the end goal is the same – to attract new patients. Hopefully your practice will be experiencing an influx of calls, especially if you’re in the middle of a big advertising push. It will be extremely helpful for your staff to know where the extra calls are coming from and what their role is in capturing information, driving the conversation and educating potential patients on the practice.

Your scheduling department is the first interaction that patients will have with your medical practice and they need to make a good first impression. This will also be a good time to emphasize the importance of capturing “how did you find us?” information.

Keep them updated on what’s going on with the doctors and services.

Are your doctors participating in a seminar? Does your medical practice offer on-site X-ray and MRI? As someone who is involved in the day-to-day decisions for your practice, it can be easy to forget that not everyone is as tuned in as you are. Keeping your scheduling staff informed about services and events will help make them better at doing their job. Thanks to the customer service training, they’ll already be good listeners. They can use those listening skills to recognize opportunities to mention these new services and events. Keeping them updated on the medical practice will also keep them from getting caught off guard when a caller asks about a specific event or service. Your scheduling staff will be able to answer questions with confidence and authority, which will put the patient at ease.

At Points Group, we offer specialized services to help you grow your medical practice. If you are looking for advice on how to restructure and train your scheduling department, contact us.

Leave a Comment

Your email address will not be published. Required fields are marked *

Our Partners

facebook marketing partner
google partner
shopify logo
hubspot partner program

European Office

Agentur Webfox

Berlin, Germany

Join Our Newsletter!

@ 2023 Points Group / All Rights Reserved

Privacy Policy

This Privacy Policy governs the manner in which Points Group, LLC collects, uses, maintains and discloses information collected from users (each, a “User”) of the https://www.pointsgroup1.10web.me website (“Site”). This privacy policy applies to the Site and all products and services offered by Points Group, LLC.


We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.


We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about User’s means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.


Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert them when cookies are being sent. If they do so, note that some parts of the Site may not function properly.


Points Group, LLC may collect and use Users personal information for the following purposes:

  • To improve customer service
  • Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
  • We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site
  • We may use feedback you provide to improve our products and services.
  • To run a promotion, contest, survey or other Site feature
  • To send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emails
  • We may use the email address to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.


We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.


We do not sell, trade, or rent User’s personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.


Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.


Points Group, LLC has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.


By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.


If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Points Group, LLC


150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014