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.