Audiology Scheduling
What to capture on an audiology referral scheduling call
Organize patient, referral, communication, and appointment-request details without giving clinical advice or claiming insurance approval.
Confirm how to communicate
Record the patient's name, date of birth under the clinic's policy, callback number, preferred communication method, and any requested communication accommodation. If another person is calling, capture their name and relationship without assuming they may receive protected information.
Inventory the referral
Ask for the referring practice, clinician, referral date, stated service, and whether records or an authorization were sent. Describe documents as received, missing, or awaiting review. Do not translate a referral into a diagnosis or say that it guarantees an appointment or coverage.
Offer only approved appointment choices
Capture location, day, time, accessibility, and interpreter preferences. Explain the clinic's published scheduling prerequisites and cancellation rule. Hearing changes, pain, drainage, sudden symptoms, or device problems should follow the clinic's defined triage route rather than an improvised recommendation.
Confirm the status aloud
End by distinguishing a booked appointment from a request under review. Read back the location, date and time if confirmed, documents still needed, arrival instructions from the approved script, and the owner of the next response.