Common calls and how to handle them
New-patient inquiries
Share your supplied office hours, location, and new-patient process. Collect basic callback information for staff to discuss the next step.
Appointment requests
Capture whether the caller wants to request or change an appointment and their preferred contact time. Staff or the configured booking workflow confirms availability.
Office-policy questions
Explain the policies and payment-process information your practice has approved. Route patient-specific coverage and billing questions to the office.
What to collect for a useful follow-up
Choose the minimum information your team needs to respond. A concise request is easier to review than a long, unfocused message.
- New or existing patient and administrative reason for calling
- Appointment request or change request
- Callback number and preferred contact time
Review call summaries and transcripts in your dashboard, then let the responsible staff member confirm the next step.
Example phone conversation
Illustrative script, not a recording or customer result. Use only services your business actually offers.
Caller
Are you accepting new patients?
CallPlan
I can share the new-patient information the office has provided and take a callback request. What is the best number for the team to reach you?
The goal is a clear request and a useful handoff. Collecting these details does not confirm an appointment, price, or arrival time.
An idea to try: make the call path more specific
Start with administrative questions and collect only the details needed for follow-up. Have the practice review privacy requirements and any system integration before expanding the workflow.
Set up the workflow in CallPlan
- Supply your business knowledge. Add current services, hours, coverage, FAQs, and policies in your dashboard.
- Define the handoff. Specify the intake questions, transfer contacts, and situations that require a person.
- Check appointment handling. Decide whether to collect requests or use a configured booking workflow. Verify calendar readiness before confirming times.
- Review the experience. Try representative calls, check the resulting summaries, and update unclear or outdated instructions.
Essentials supports business answers, routine requests, configured transfers, and call summaries. If your workflow requires connections to existing software, discuss CallPlan Connect. Integration availability and scope depend on your tools and requirements.
Common questions
Can CallPlan answer treatment questions?
This guide covers administrative intake. Clinical questions and urgent concerns should follow the practice’s approved staff-routing instructions; no diagnosis or treatment advice is described here.
Can we keep our existing phone number?
Once your CallPlan service is activated, you can forward calls from your existing number to your assigned CallPlan number. Forwarding options depend on your phone provider.
What should we provide before getting started?
Start with the information in the intake checklist above, along with your approved answers and handoff contacts. Submit your Business and Agent information through the dashboard; payment alone does not activate call handling.