Hello, my name is [Agent Name] on a recorded line. I’ll be helping you with scheduling an appointment at the [location] drive-through testing location. Who do I have the pleasure of assisting today?
[Client gives name] Pleasure to meet you, [client]. The first thing I want to verify is if you are a provider or if you are a prescribed individual? And are you a first responder, by chance?
[If provider] — Follow Provider Script
[If prescribed individual] — Follow Individual Script
Thank you! Now to make sure we’re assisting you correctly, are you looking to schedule an appointment today or do you have general questions you are looking to be answered?
[If scheduling appointment] — Follow Individual Script
[If they have general questions] — Follow General Questions Script
Thank you. Now, just a few questions for you before I look into scheduling your appointment. Are you located in [supported area]?
[If no:] OK, we are only scheduling appointments for the [supported area] currently. I can direct you to the Health Department for some possible testing locations and more information. Would you like me to transfer you over now, or would you like their number to call on your own time? [Health Department phone]
[If yes:] Do you have a prescription to be tested for COVID-19?
[If no:] OK, we will need you to have a prescription from a doctor to be tested for COVID-19. If you don’t have a doctor, you may also be able to get a prescription from a nearby urgent care facility. Once you have this, please call back so we can collect the information needed to schedule the test for you.
[If yes:] OK, the next thing I’m going to do is collect some basic information to get the appointment set up.
Can you please provide:
- Patient First Name
- Patient Middle Initial
- Patient Last Name
- Patient Gender (F/M/T/O)
- Patient Date of Birth
- Patient Age
- Patient Email
- Patient Cell Phone Number
- Patient Home Phone Number
- Patient Address
- Patient Apt #
- Patient City
- Patient State
- Patient Zip Code
- Patient Last 4 Digits of SSN
- Primary Care Physician (First Name) - optional
- Primary Care Physician (Last Name) - optional
- Provider Patient ID
- Physician NPI
- Physician First Name
- Physician Last Name
- Physician Phone Number
- Physician Address
- Physician City
- Physician State
- Physician Zip Code
- RX Date
- RX Time
Thank you for that information. Just to make you aware, the test takes approximately 15 minutes to perform.
It looks like the next available opening is on [date] at [time]. Does that work for you?
[If yes, book appointment in scheduling system.] We can either send you an email confirmation or text confirmation for your appointment. Do you have a preference? [Make sure you check off the consent boxes.]
[If no, find another date and time that works.]
Great, let me know when you have a pen and paper ready, as I’m going to confirm your appointment date, time and location.
Your test has been scheduled for [date] and [time] at the [location] located at [location address].
Please be sure to bring your state-issued ID and a paper or digital copy of your prescription with you to the drive-through testing location. The prescription can be on your smartphone or tablet, but you will be required to present it to the greeter when you arrive, in order to receive a test.
You should enter the drive-through at [directions]. You must arrive in and remain in your vehicle while at the testing site. Pets are not allowed at the drive-through testing site.
You can go to [website] for a map of the location and more information about the testing process.
Is there anything else I can help you with today?
Thank you for calling the [location] drive-through testing call center. Take care.