This is an example conversation flow. The content in this conversation flow is for demonstration purposes only and should NOT be considered authoritative.
To go through the example, pretend that you are a scheduling appointments at a physician's office during the COVID-19 pandemic. The conversation flow will guide you as to what to ask, what to do, and how to respond.
Select who the appointment is for
Is this appointment for you?
Select a reason for the appointment
What would you like to see the doctor about?
Confirm age
I'm sorry to hear that. I'll do what I can to help you out.
Now, as you may know we're limiting our doctor visits to those who are at a high risk for COVID-19. So I need to run through a couple of questions so that we can offer everybody the best solution for right now.
May I ask how old you are?
Verify whether they've come in contact with another person with COVID-19
Have you recently come into contact with somebody who has tested positive for COVID-19?
Have you visited Dr. Jama before?
Okay. So I'm going to schedule a personal visit to the doctor. Have you visited this clinic before?
Schedule appointment
- Locate patient record
- Confirm name, phone, address, email
- Confirm insurance
- Schedule appointment
Schedule appointment
- Create a new patient record
- Include personal information:
- name
- phone
- address
- Social security #
- Gather insurance info
- Schedule appointment
Determine if caller is familiar with televisits
Okay. Well at this time, all appointments for patients who are not at high risk of having COVID-19 are being done using televisits. Have you ever done a televisit before?
Confirm caller has access to proper technology
Just as a reminder, televisits require:
- internet
- video on your smartphone or computer
- microphone and speakers
Determine if caller has right technology
Televisits occur using a:
- smartphone,
- laptop computer, or
- desktop computer.
Do you have access to any of those?
Confirm caller has video, microphone, speaker
Okay. Do you also have access to:
- internet
- video on your smartphone or computer
- microphone and speakers
Instruct caller how to set up device for a televisit
Great! It sounds like you have everything you need to set up a televisit. I'll schedule your for the next available appointment.
Provide alternative options
Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.
An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?
If yes, then determine which location would be closest to caller and provide number.
If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."
Minute Clinic Numbers
| Location | Number |
|---|---|
| 14384 Seedhall Road Clairmont, TX (next to Harris Teeter) |
555-343-3423 |
| 37248 Broxton Avenue Mercedes, TX (next to the stadium) |
555-242-3432 |
| 54243 Sepulveda Boulevard Benton, TX (next to movie theater) |
555-243-2342 |
Provide alternative options
Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.
An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?
If yes, then determine which location would be closest to caller and provide number.
If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."
Minute Clinic Numbers
| Location | Number |
|---|---|
| 14384 Seedhall Road Clairmont, TX (next to Harris Teeter) |
555-343-3423 |
| 37248 Broxton Avenue Mercedes, TX (next to the stadium) |
555-242-3432 |
| 54243 Sepulveda Boulevard Benton, TX (next to movie theater) |
555-243-2342 |
Have you visited Dr. Jama before?
Have you visited this clinic before?
Schedule televisit appointment
- Locate patient record
- Confirm name, phone, address, email
- Confirm insurance
- Create televisit account for caller
- Schedule televisit appointment
Schedule televisit appointment
- Create a new patient record
- Include personal information:
- name
- phone
- address
- Social security #
- Gather insurance info
- Create televisit account for caller
- Schedule televisit appointment
Select a reason for the appointment
What would the individual like to see the doctor about?
Confirm age
I'm sorry to hear that. I'll do what I can to help you out.
Now, as you may know we're limiting our doctor visits to those who are at a high risk for COVID-19. So I need to run through a couple of questions so that we can offer everybody the best solution for right now.
May I ask how old the person you are calling about is?
Verify whether they've come in contact with another person with COVID-19
Has this individual recently come into contact with somebody who has tested positive for COVID-19?
Have you visited Dr. Jama before?
Okay. So I'm going to schedule a personal visit to the doctor. Has this individual visited this clinic before?
Schedule appointment
- Locate patient record
- Confirm name, phone, address, email
- Confirm insurance
- Schedule appointment
Schedule appointment
- Create a new patient record
- Include personal information:
- name
- phone
- address
- Social security #
- Gather insurance info
- Schedule appointment
Determine if caller is familiar with televisits
At this time, all appointments that are not a high risk for COVID-19 are being done using televisits. Has the individual you are calling for ever done a televisit before?
Confirm caller has access to proper technology
Just as a reminder, televisits require:
- internet
- video on your smartphone or computer
- microphone and speakers
Determine if caller has right technology
Televisits occur using a:
- smartphone,
- laptop computer, or
- desktop computer.
Does the individual you are calling for have access to any of those?
Confirm caller has video, microphone, speaker
Okay. Does the individual you are calling for also have access to:
- internet
- video on your smartphone or computer
- microphone and speakers
Instruct caller how to set up device for a televisit
Great! It sounds like the person you are calling for has everything you need to set up a televisit. I'll schedule your for the next available appointment.
Provide alternative options
Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.
An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?
If yes, then determine which location would be closest to caller and provide number.
If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."
Minute Clinic Numbers
| Location | Number |
|---|---|
| 14384 Seedhall Road Clairmont, TX (next to Harris Teeter) |
555-343-3423 |
| 37248 Broxton Avenue Mercedes, TX (next to the stadium) |
555-242-3432 |
| 54243 Sepulveda Boulevard Benton, TX (next to movie theater) |
555-243-2342 |
Provide alternative options
Okay. Unfortunately, if you do not have access to any of those devices, then you will not be able to do a televisit.
An alternative would be to visit a Minute Clinic. I can give you the number to the nearest minute clinics. Would that be okay?
If yes, then determine which location would be closest to caller and provide number.
If no, then let the caller know that you will contact them as soon as you are taking in-person appointments. Add them to "Application Notification List."
Minute Clinic Numbers
| Location | Number |
|---|---|
| 14384 Seedhall Road Clairmont, TX (next to Harris Teeter) |
555-343-3423 |
| 37248 Broxton Avenue Mercedes, TX (next to the stadium) |
555-242-3432 |
| 54243 Sepulveda Boulevard Benton, TX (next to movie theater) |
555-243-2342 |
Have you visited Dr. Jama before?
Has the individual you are calling for ever done a televisit before?
Schedule televisit appointment
- Locate patient record
- Confirm name, phone, address, email
- Confirm insurance
- Create televisit account for person seeing doctor
- Schedule televisit appointment
Schedule televisit appointment
- Create a new patient record
- Include personal information:
- name
- phone
- address
- Social security #
- Gather insurance info
- Create televisit account for person seeing doctor
- Schedule televisit appointment