What's That Call Checklist

• Provided name and organization name/Pod name.

• For the outbound call, provided notification that call is being recorded for quality and training purposes.

• Sounded friendly and warm.

• Verified the patient name plus two other identifiers. Example: ZIP Code, Phone Number, Address

• Confirmed the reason for the call.

• Confirmed the PCP/Referring Provider.

• Confirmed the phone number for appointment reminders.

• Confirmed MyChart status.

• Used an appropriate pace on the call.

• Provided all information needed for the next step (for the appointment, etc.).

• Asked questions to clarify .

• Expressed empathy throughout the call.

• Did not interrupt the caller and was always professional.

• Spoke confidently and in a positive manner.

• Confirmed an understanding of next steps with caller.

• Asked caller if he/she had any other needs/questions.

• Thanked the caller for calling Yale Medicine.

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