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QA Evaluation- Phone & Written Channels of Communication

**Quality Assurance evaluation form for Phone & Written Channels of Communication **

Evaluator *

Evaluate *

Contact method *

Inbound

Outbound

Written Channels

Call Link *

Call date *

Proper Introduction *

True

False

Building rapport with the patient *

True

False

Correctly explaining the reason of the call and highlighting the importance of the appointment *

True

False

Mentioning correct information regarding patient's insurance and their coverage *

True

Auto Fail

Having available dates ready *

True

False

Active listening and not interrupting the patient *

True

False

Asking probing questions to find the most convenient date / Offering excuse notes or PM appointment *

True

False

Making sure patient understands the importance of the appointment and is commited *

True

False

Asking if patient has any other alternative insurance / trying to get insurance information during the call / highlighting importance of having insurance information prior to the appointment and set up expectations *

True

Auto Fail

Asking and notating patient's primary concern *

True

False

Asking if anyone else needs an appointment *

True

Auto Fail

Letting patient know their spot has been reserved / Asking patient to give a call back if they are not able to make it *

True

Auto Fail

Mentioning insurance verification disclosure *

True

False

Mentioning the appointment date and time at least 3 times during the call *

True

False

Strong closing script / Offer further assistance and repeat the date of the appointment *

True

False

Amount

QA Evaluation- Phone & Written Channels of Communication

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