Phone Script:
HOW MUCH ARE YOUR EYE EXAMINATIONS?
Assistant: Hello, ABC Eyewear. This is _____. May I help you?
Patient:Hi. I was calling to find out how much your eye exams are?
Assistant:Have you been a patient here at our office before?
Patient:No.
Assistant:Do you wear or are you interested in glasses or contact lenses?
Patient:I wear glasses, not contacts.
Assistant:Our comprehensive eye examsare $______and include:
- A complete internal & external eye health examination
- Glaucoma testing, as well as a check for cataracts and macular degeneration.
- Our examinations also include a refractive visual analysis to see if glasses or contacts are necessary
Will a morning or afternoon appointment work best for you?
Patient:Mornings are best.
Assistant: We have an appointment this Thursday at 9:00am.
Patient: That would be fine.
Assistant: I’m going to take a moment to get you entered into our computer system. This will save you time when you come in for your appointment, as we will already have you entered. (Enter information)
Assistant:May I make an appointment for anyone else in your family to join you for an examination as well?
Patient: No. I am the only one.
Assistant; How did you hear about our office today? (This is such an important question to track the effectiveness of your practice’s marketing efforts.)
Patient:Why do you ask?
Assistant: We really appreciate when other patients tell someone about our services and want to make sure we thank them.
Patient:Oh, I see. Actually I just saw your sign when I was driving by.
Assistant: Well, we appreciate you calling. We are looking forward to meeting you Sally, this Thursday at 9:00am. When you come in for your appointment please don’t forget to bring any eyewear you currently have, including sunglasses or computer lenses. We will want to check to make sure they are your correct prescription.
Patient:I only have an old pair of prescription sunglasses.
Assistant:That’s fine. If you bring them to the appointment we can check the prescription to see if it is still working for you. We look forward to seeing you Thursday.
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**If it is a new patient who wears cl’s or an existing patient who has never worn cl’s but wants them:
Our New Patient Comprehensive contact lens eye examinations start at $______and include:
- A complete internal & external eye health examination
- Glaucoma testing, as well as a check for cataracts and macular degeneration.
- Our examinations also include a refractive visual analysis to see if glasses or contacts are necessary.
- Contact lens fitting and evaluation
- A trial pair of contact lenses if necessary
- And a follow-up contact lens visit to assure your contact lenses are fitting properly.
Phone Script:
HOW MUCH ARE YOUR GLASSES?
Assistant: Hello, ABC Eyewear. This is ______. May I help you?
Patient:How much does it cost for a pair of glasses?
Assistant:Do you wear single vision, bifocal, trifocal, or progressive (“no-line bifocal”) lenses?
Patient:Single Vision
Assistant:Our single vision lens prices start at $______and range in price based on your prescription and visual requirements.
Patient:Bifocal Lenses
Assistant:Our bifocal lens prices start at $______and range in price based on your prescription and visual requirements.
Patient:Trifocal Lenses
Assistant:Our trifocal lens prices start at $______and range in price based on your prescription and visual requirements.
Patient:Progressive Lenses
Assistant:Our progressive lens prices (or “no-line bifocals”) start at $______and range in price based on your prescription and visual requirements.
………………….
We have over ______frames in stock for you to choose from starting at $_____ and range in price based on your selection. Our optician(s) are very experienced in helping patients choose the best lenses and frame to fit their style and visual needs.
Do you already have a prescription or would you like to make an appointment for an eye examination?
How did you hear about our office today?
Phone Script:
EFFECTIVE TELEPHONE SCHEDULING TECHNIQUES
Assistant: Hello, ABC Eyewear. This is ______. May I help you?
Patient:I’d like to make an appointment please.
Assistant:Wonderful, may I have your name please?
Patient:Sally Smith
Assistant:Sally, have you been a patient at our office before?
Patient:No
Assistant:Wonderful, Sally. My name is _____, thank you so much for calling. I’m going to take a moment to get you entered into our computer system. This will save you time when you come in for your appointment, as we will already have you entered.
Patient:That’s great!
Assistant:Sally, what time of the day works best for you, mornings or afternoons?
Patient:Afternoons work best.
Assistant:We have an appointment available on Thursday, May 3 at 3:30 in the afternoon. Will this work for you?
Patient:No, Thursday is bad. Do you have anything on Monday?
Assistant:I’m sorry, Sally. Doctor’s schedule is completely filled on Monday. However, I do have another appointment available on Tuesday May 1st at 4:00 in the afternoon. Will this work better?
Patient:That’s perfect.
Assistant:Is there anyone else in your family who needs an eye exam that you would like to make an appointment for as well?
Patient:No, I don’t think so.
Assistant: How did you hear of our office today Sally? (This is such an important question to track the effectiveness of your practice’s marketing efforts.)
Patient: We received a coupon in the mail.
Assistant:Great, don’t forget to bring it with you! Also please bring with you any eyewear you currently have such as sunglasses and computer lenses. We will want to make sure that they have a current prescription.
Patient:I only have sunglasses from the drugstore.
Assistant:That’s fine Sally. Still bring them so we can check them to make sure they are polarized and contain UV protection to keep your eyes healthy. (Note in the chart what supplemental eyewear she has or does not have.)
Patient:Okay.
Assistant: Thank you for calling Sally. I have you scheduled on Tuesday, May 1st at 4:00 in the afternoon with Dr. ______. We look forward to seeing you then!