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

My discovery!

As a little girl I did not play with dolls, did not play house. I climbed trees and explored how things worked. Tried to make my bike do things it was not meant to do. My mother complain when I was a toddler she would dress me in frilly dresses to play and I would prompty find mud or dirt. My mother and father had a loving relationship but I really did not see my father much. He worked the night shift. I had a close relationship with my mother. She taught me to crochet and make clothes. She kept a beautiful home and was a great cook. I felt that my father did not appreciate her enough so I decided that I would not get married and deal with someone who did not appreciate me. When my mother died it totally crippled my father. I realized just how much he appreciated her. When she first died he would just sit in a chair and just stare for hours. Finally I started talking to him and he revealed just how much he needed her. Then I decided that I should not get married because I wou

Estate Sales -Diary

Sydney Estate Sales has been had estate sales for the past 22 years in western PA. This was my first time going to an estate sale done by her. I will be keeping an eye on her website from this point on. There was a beautiful hallway mirror that I just loved. Some of the scroll work around the mirror was broken and it was extremely heavy but I just loved it. $10.00 I did not have my car and it was too heavy. So I did not get it. Lots of items that could be used in a tea party. I did get some Japanese china snack sets. Hand painted. There was also a mirror bar. At least I think it was a bar. The front door were touch release and inside were 2 glass shelves. not a single mirror broken or scratch or chipped. $25.00. Once again I could not carry it home other wise I know that would have been mine. So I am hoping that both of those items will still be available when she does her super sale on Jan 3. I will save my shopping money so I can get them or something better if possible. My sister t

WHY DID I DO THAT?

We were awakened at 6:40 with the ringing of the telephone. Usually when the phone rings my Hubby turns to me and says " Are you expecting a call?" This time he just got up and answered the phone. His daughter was calling to tell him that her grandfather was vomiting blood. We immediately got up and dress and was at the house before the ambulance was there. I just stood back and stayed out of the way. But that did not last long because Hubby did not know what to do. His father started with the " I don't want to bother anybody?" crap that he says when he thinks he is about to die. I just asked some questions. When did you start vomiting blood? 4:30 How many times did you vomit? Once maybe twice Where were you when you vomited? In the bathroom it's in the garbage can you can look at it. I went back into the living room and waited by the door for the ambulance to arrive. I told Todd tell the ME exactly what he said about vomiting. ME arrived and went to work. H