Skip to main content

secret shopper

I work in a little room where you talk to people about making appointments so they can see the doctors to feel better. Sometimes this in interesting most of the time it is boring.

As with any job there are protocols. A major one in this job is to get appointments within 72 hours for new patient and they have a secret shopper who call and pretend to be patients so they can verify that we are offering appointments within the 72 hours.

Sometime the supervisor will tell us that we were secret shopped and we passed. Sometimes we fail. Whenever we fail we get phone calls and meetings are called to make sure we all know the protocols for the 72 hours appointments. Those who were successful also give tips on how to identify the secret shopper’s blah blah blah.

We were secret shopped and we failed and I got a copy of the script and realized that I was the one who fail the call. My response, “sorry” what else can I say.

As a scheduler we are told the following information at various times.
1. Get the appointment on schedule within 72 hours if it is an emergent diagnosis
2. If it is an emergent diagnosis and we cannot get them in give the call to the nurses
3. If the nurse is adding to a Dr A then make sure the nurse has contact Dr A.
4. Do not put new patient in return patient slots.
5. Put new patient in return patient slots if the nurse says to and note added per nurse
6. Do not question the nurses when it come to Dr A schedules just do what they tell and note added per nurse
7. When you make same day appointments make sure to call the clinic and let them know that you added to today’s schedule.
8. Do not make same day appointments they are for the nurse to use for last minute emergencies
9. Dr B does not do sinus problems do not schedule them for him.
10. Dr C does not want Post op in 2 weeks they must be 4 weeks away.
11. If Dr B has slots that are available put sinus problems in these slots if there is nothing else available.
12. Do not answer medical questions refer them to the nurse.
13. Do this but not that
14. Do that but not this



Once again we fail the secret shopper and I am the one who did the call. My response is still the same, “sorry”. Okay I will sound more sincere, “ I am sorry”?

Whatever!

Comments

Popular posts from this blog

I need Therapy

It's important to take time for yourself and I am one for telling others to do that for themselves but often i do not do this for myself.   I find that I am surrounded by people who need me to do things for them.  Nothing major things that they can do themselves but it is easier to get someone else to do it and i am that someone else.  Gail do this, gail do that.  Good grief!
There are times when I feel like I am just living my life.   Just making it  day after day, one day blends into the next one.  Don't really see accomplishments, advancements, forward movements. As a result i an feel a bit lost and out of sorts.  I feel the need for therapy. I have a bujo and in it i have schedule and routine for everyone and thing with the exception of me.  I discovered this when i took a moment to review the schedules and routines to figure out  why i was not getting any sewing projects completed, no practice time for watercolors and the crocheting and needlework was sitting in a  corner.…

Life in a Scheduling Room

It has been some time since I felt it necessary to say anything about my job.  However this is something that i need to address at this time.  My work associates range in ages and this diversity helps our department funtion in an ackward yet somewhat effective way.  One coworker who is very verbal about everything that goes wrong.  You know when she is not well because she is quiet and there are times when she is very focus on what she is doing and if that concentration is broken so is her silence.  For the most part this does not bother me except when she takes me out of my zone and then my work rhythm is interrupted.   I am sure i am guilty of doing the same to her i think everyone does.  Then there is next coworker a beautiful young lady that gives the impression of being younger than she actually is and so I have a tendency to feel like  need  to protect her.  That is something I had to stop doing it was not needed and i hope I did not offend her.  Her method working is not as pr…

Beyond Mesaure

My mother taught me to sew my clothes because I was bigger then the average girl.  Please note the word I used was bigger not taller.  This is what I heard from family and friends " wow you are getting big"  At the age of 11 or 12  big means fat not tall.  
When looking at picture of myself at that young age when I was getting bigger it turns out I was quite slim. My Uncle called my lean bean, because I was long and lankey. He was the only one who go the measurment correct and described me in a way that I preferred to big. 
Before going into High School I stood 5 feet 8 inches tall and when I graduated high schooL I grew another .75 inches taller.  I tell people I am 5 foot 9 inches tall.  I love being tall  I am not a fan of being big. 
My sister stands 5 foot4 inches tall and she remembers as she was growing being told she was big.  I guess my family does not use pharses like " my how you have grown" and instead use phrases such as  "Wow you are getting big!…