Clinic reception scriptCall Answering

Call script for a clinic reception desk: greeting, booking and rescheduling, common questions and routing calls

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Call script for a clinic reception desk: greeting, booking and rescheduling, common questions and routing calls

Example result

Example for the Standard package

Call script: inviting past customers of a window cleaning firm back for spring

Scenario 1: a past customer answers

Opening. "Hi, is this Mark? It's Anna from Clearview Window Care. We cleaned your windows last April. Have you got a minute?"

  • Yes → go to The reason for the call.
  • "Not now" → "Of course. When is better, today after five or tomorrow morning?" Note the time and end the call politely.
  • "Who?" → "Clearview, the window cleaners. We did your house on Elm Road last spring." Then The reason for the call.

The reason for the call. "We're planning the spring rounds on your street for the week of April 14. Past customers get first pick of the days. Would you like us to book you in?"

AnswerWhat to say next
"Yes""Great. Is it the same as last time, outside only, or inside too?" → Booking
"How much is it?""Last time it was the outside of a two-storey house. That's $120 this season." → Booking
"We're not sure yet""No problem. I can hold a day for you until Friday with nothing to pay. Shall I?"
"We use someone else now"Go to objection 7.

Objections (3 of 15)

4. "It's too expensive." "I understand. Most customers on your street book outside only, and that keeps it at $120. If you book with a neighbour on the same day, you both get $15 off. Would that help?"

7. "We found someone cheaper." "That's fair, thanks for telling me. If anything changes, we're still doing your street on April 14. Can I send you a text with our number, just in case?"

11. "Call me in the summer." "Sure. Shall I put you down for a call in the first week of June? The summer rounds book up fast."

Voicemail

"Hi Mark, it's Anna from Clearview Window Care. We're cleaning on your street the week of April 14, and past customers get first pick of the days. Call or text us back on this number. Thanks!"

Files: Word and PDF. The prices, discount and dates come from the client's brief: we write the script and never call anyone.

Client: Clearview Window Care, a window cleaning firm with 4 crews in one city. Task: a script for calling customers who booked last year but not this year, to offer the spring clean. Standard package: 3 scenarios, 15 objections, a voicemail and a follow-up text. Excerpt below.

The client and all details are made up.

About this service

A clinic reception takes dozens of calls a day: bookings, reschedules, questions about prices and preparation, worried patients and sometimes angry ones. This script gives your receptionists the same clear path every time: a greeting, finding out the reason for the call, booking or moving a visit, answering common questions from your own information and passing on what they should not answer. 'Objections' here are the hard moments: no free slots, a patient upset about waiting, a request for results by phone. All services, prices, hours and rules come from your brief. You get a Word and PDF script. We write it only: we never take calls. The script gives no medical advice, never triages symptoms and points urgent cases to emergency care as you specify. Privacy and health rules differ by country, so check the script against yours.

What is included

  • What you getA Word and PDF script: each call type in your package with a greeting, questions to find the reason, booking or rescheduling steps, branches for the usual situations, routing to the right person and replies to the tricky moments in your package. From Standard, an answerphone message and a reminder text; in Premium, a one-page cheat sheet for the desk and a short training guide with practice in pairs.
  • Same greeting every timeClinic name, receptionist's name and a friendly question
  • Booking and reschedulingWhich details to ask and how to confirm them
  • Common questionsPrices, preparation, parking, documents, from your information
  • Difficult callersUpset patients, no free slots, requests for results
  • Urgent and clinical callsNo advice on the phone; clear routing as you specify

How it works

  1. 1
    BriefYou send your services, rules, hours and the calls you get
  2. 2
    ScriptWe write the call flows, branches and replies
  3. 3
    DeliveryYou get the script in Word and PDF on the order page
  4. 4
    At the deskReceptionists use it and you ask for changes within the package

What we need from you

Your clinic type and services with real prices or price rules, hours, booking rules (who can book whom, deposits, cancellations), what callers ask most, how results and documents are given out, how calls are routed (doctors, nurses, billing), how urgent cases should be handled, phrases your clinic requires for privacy, and the language and tone. You may attach a price list, a current script or internal notes as Word or PDF files or screenshots, up to 3 files. Please do not send patients' personal or health data.

We will ask you:

  • What kind of clinic is it?
  • Which calls come in most?
  • How should calls be routed?
  • What happens with urgent calls?

Compare packages

Basic1 call type, 5 tricky moments$13Standard3 call types, 15 tricky moments$25Premium5 call types, 30 tricky moments, training$47
Deadline1 day2 days3 days
Revisions123
Scenarios135
Branches per scenarioup to 3up to 5up to 8
Objections with answers51530
Voicemail and follow-up messageNoYesYes
Cheat sheet and training guideNoNoYes
BusinessClinic receptionClinic receptionClinic reception
OrderOrderOrder

Payment protection

You pay when you order, but the money is released only for accepted work.

  • Fixed priceThe package price does not change after you pay.
  • The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
  • Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
  • Free revisionsAsk for changes within your brief as many times as the package allows.
  • Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
  • Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
How it works →

Questions and answers

Will you answer calls for our clinic?

No. We write the script; your receptionists take the calls.

Does the script help with symptoms or medical questions?

No. It gives no medical advice and does not assess symptoms. Clinical questions are passed to your clinicians, and urgent cases are pointed to emergency care exactly as you specify.

Can it cover giving out test results?

We can write how the receptionist explains your process for results, such as identity checks or a doctor's callback. What may be said on the phone is your clinic's rule; send it to us.

What are the 'objections' in a reception script?

The difficult moments: no free time, complaints about waiting, price questions, refusals to give details. Each gets a calm, polite reply.

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