Phone Etiquette & Call Handling
How to represent Advanced Vision Care professionally on every call: answering standards, tone and active listening, holds and transfers, handling appointment / prescription / insurance calls, protecting patient information on the phone, de-escalating difficult callers, and taking accurate messages. Includes a certification quiz.
| Responsible | OdooBot |
|---|---|
| Last Update | 09/19/2026 |
| Members | 5 |
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Module 1: The Phone Is the Front Door3Lessons ·
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Why every call matters
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Tone, pace, and the "smile you can hear"
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Video: Answering the Telephone (Pearson Education)
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Module 2: Answering & Directing Calls2Lessons ·
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The standard greeting
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Holds and transfers done right
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Module 3: Handling Common Call Types2Lessons ·
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Scheduling and confirming appointments
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Prescriptions, refills, and insurance questions
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Module 4: Protecting Patient Information on the Phone1Lessons ·
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Verify identity before sharing anything
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Module 5: Difficult Callers & Closing the Call2Lessons ·
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De-escalating an upset caller
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Taking messages and closing well
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Real Call Scenarios (Practice)6Lessons ·
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How to use these scenarios
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Scenario 1: Answering the phone
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Scenario 2: Protecting patient information
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Scenario 3: The upset caller
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Scenario 4: Recognizing an urgent call
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What would you do?
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Module 6: Certification Quiz1Lessons ·
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Phone Etiquette Certification Quiz10 xp
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