One of the first person-to-person connections a patient makes with a healthcare organization is often through a phone call. Whether the caller’s intent is to schedule an appointment, ask a question, or report an emergency, the way an operator handles that call plays a large role in patient care and satisfaction. Every phone call is an opportunity for the operator to uphold an organization’s values and provide excellent service. Call center scripting within healthcare organizations helps operators guide patients through a phone call by asking the right questions, providing the right answers, and directing their call to the right person or White Paper: The Importance of Scripting for Medical Call Centers Contents 5 Reasons Healthcare Organizations Implement Call Center Scripting Improve

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