Turnkey Call Center New Client Onboarding for Medical Clients

Client Contact Information

Practice/Clinic Name *

Primary Contact First & Last Name *

Primary Contact Phone Number *

Primary Contact Email *

Would you like to provide alternate contact information? *

Alternate Contact First & Last Name

Alternate Contact Phone Number

Alternate Contact Email

Turnkey Call Center Service Information

When do you plan to have our team handle your calls? Please select the option that best fits your needs: *

24/7

Nights, Weekends, & Holidays Only

Daytime Overflow + Nights, Weekends, & Holidays

Other

Tell us when you plan to send calls our way:

How would you like to be notified of a new call? *

SMS

Both Email & SMS

List the email address(es) to send new call email notifications to:

List the phone number(s) to send SMS notifications to:

New Intake Information

Information to Collect for Patient/New Appointment Calls

We collect the following information on all new patient/appointment calls:

First & Last Name
Address
Phone Number
Email Address
Type of Appointment Requested
Details

Please select any additional information to collect during new patient/appointment calls: *

Please list any other information you would like us to collect from the caller:

Do you want us to disqualify leads based on certain requirements? *

Yes, we want your team to disqualify leads

No, send all calls and we will disqualify if necessary

Please list all items that would disqualify a lead (IE- out of area, no insurance, etc):

Our team is able to schedule appointments for qualified leads. However, it does require you to provide a link to your schedule. If we are not scheduling, we will tell the caller that the scheduling team will follow-up with them.

Would you like us to schedule appointments? *

Yes, please schedule qualified leads for an appointment

No, our team will handle scheduling

Would you like us to ask the caller for their availability for appointments?

Yes

No, our team will handle all scheduling

Please provide a link to your schedule where our team can book appointments:

After we schedule, will you be following up to confirm details and appointment time?

Yes, we will follow-up

No, our system does that automatically

In what timeframe will you follow-up during business hours?

In what timeframe will you follow-up afterhours, weekends, and holidays?

Follow-Up Response Time for New Patients/Appointments

Our team will provide callback expectations to the caller at the conclusion of each call. For example, our team will say "someone from our scheduling team will be following up with you in 60 minutes to schedule your appointment." Please provide the callback expectations below.

New Intake: In what timeframe will you follow-up during business hours? *

New Intake: In what timeframe will you follow-up afterhours, weekends, and holidays? *

New Intake: Any additional response timeframes you would like to include?

Information to Collect for Message Only Intakes

For any call that is not a new patient/appointment call, our team will take a basic message only intake and send it to your team for follow-up. We collect the following information for message only intakes:

First and last name
Phone Number
Message

Would you like us to collect any additional information for message only intakes? *

Yes

What other information would you like us to collect for message only intakes?

Follow-Up Response Time for Message Only Intakes

Please list the callback expectations we can provide to the caller at the conclusion of message only intake calls.

Message Only: In what timeframe will you follow-up during business hours? *

Message Only: In what timeframe will you follow-up afterhours, weekends, and holidays? *

Message Only: Any additional response timeframes you would like to include?

Additional Information

Please list any additional information you would like to provide regarding the intake process:

Business Information

We use the following information to create comprehensive support documentation to help us understand your practice/clinic and better assist your callers. Please complete each section with as much detail as possible.

Please Provide a Brief Description of Your Practice/Clinic: *

Practice/Clinic name as it should be said when answering the phone: *

Primary Office Location

Do you have any additional office locations? *

Please list all additional office locations including address and phone number (if different from your primary business line):

Primary Business Phone Number

Key Practice/Clinic Differentiators/Selling Points

States/Counties/Regions Served *

Any notable exceptions or limitations to your service area? *

Services Offered

Please list all primary services your practice/clinic offers. For each service category, please include:

Service Category Name
Specific Offering Under This Category
Any Special Notes/Features
Pricing Structure (If this should be discussed with the caller)

Are there any services typically offered in your industry that your practice/clinic does not provide? *

Do you charge any upfront fees that should be explained to callers? *

Please provide the details of the fee so we can communicate it clearly to callers:

Frequently Asked Questions

To help our agents assist your callers effectively, please provide a list of common questions your patients typically ask — along with the answers you’d like us to give.

Examples might include:

“Do you offer emergency appointments?”
“How soon can I be seen?”
“Do you take {x} insurance?”

The more details you provide, the better we can represent your business and help your callers confidently

Frequently Asked Questions About Your Practice/Clinic:

Frequently Asked Questions About Your Services:

Frequently Asked Questions About Your Pricing:

Frequently Asked Questions About Your Scheduling:

Any Additional Frequently Asked Questions:

Additional Information or Resources

Is there anything else you’d like to share with us to help our team better represent your practice/clinic?