Medical Virtual Assistant (Mock Call)
Mock Call Objective:
● A patient is calling a Medical Facility or Clinic to inquire and schedule an appointment with one of their
providers. As a Medical Virtual Assistant (Working on the Front Desk), you are tasked to check their records
and cross-reference existing records BEFORE you schedule an appointment with their preferred doctor.
Clinic/Facility Name: Global Medical
Facility Hours: 9AM - 2PM Eastern Standard Time (Patients who are looking to schedule earlier than 9AM need to
choose a later schedule)
Suggested Opening Spiel:
"Thank you for calling Global Medical, this is (Name), how can I help you today?"
"Sure, I'll be more than happy to help you with setting up your appointment. But first, may I verify your first and last
name?"
Suggested Transition Spiel:
"Thank you (caller's name), I have a few things I’d like to verify to authorize your appointment"
Proceed to collect the details needed for the call, listed on the table below:
Name of the Patient William Thompson
Does the patient have an existing Yes
record? (Yes/No)
Date of Birth Jan 13, 1986
Patient’s Call Back Number 4286365501
Email Address [Link]@[Link]
Doctor/Physician’s Name Anthony Hopkins
Clinic Branch (City and State) Bufalo New York
Suggested Transition Spiel:
"Thank you (caller's name), I’ve successfully found your records in our system, I just have some questions before we
proceed which are under your doctor’s advice"
Are you still taking Prescribed with several meds, Not sure what the Hydrochlorothiazide
Hydrochlorothiazide? (Yes/No) is for.
When was your last medical December 2024
examination?
Suggested Scheduling Spiel:
"Thank you (caller's name), let's proceed with your appointment schedule. Which date and time works best for you?"
Scheduling Next Transition:
Once the information has been acquired, set up the appointment using this table
Appointment Slots Date Reason for the Appointment
9AM-10AM Jan 10, 2025 Last night, Fell in bathroom. Experiencing pain in
your lower back
10AM-11AM
11AM-12PM
1PM-2PM
Clinic/Facility Name: Global Medical
Facility Hours: 9AM - 2PM Eastern Standard Time (Patients who are looking to schedule earlier than 9AM need to
choose a later schedule)
Suggested Closing Spiel:
Thank you for your time, your appointment has been set! We will be sending you a formal invitation via email with the
complete appointment details! Is there anything else I can help you with?
Okay, sounds good. Thank u for calling Globel [Link] this is Kris and yo have a great day.