Route hereNot ready to routeI am aiming for: Decide workflow -> Not ready to route.
Likely call ending
Not ready to routeDecide workflowVerify, identify the caller need, and check existing requests first.
Route logicDecide workflow: Not ready to route. Verify, identify the caller need, and check existing requests first.
WhyMatched workflow: Intake.Ask nextMay I verify the patient's date of birth, address, and best callback number?What is the main thing you need help with today?Check firstOpen Contact Hub.Check existing CRM/cases before creating a new request.Watch forNo overlay detected yet.Do notDo not create a duplicate request before checking recent cases.Do not document live patient details in this prototype.
Show meVisual guide not added yet - source crop needed.
Close scriptAfter verification, check whether there is already an open request before creating anything new.
38%
Introduction scriptThank you for calling Oak Street Health. This is Agent.May I have your first and last name?May I verify the patient's date of birth, address, and best callback number?Thank you. How can I help today?Give me one moment while I review the chart and any existing requests.
Intake reminderLet me verify and understand what you need so I can get this to the right place.I can ask: May I verify the patient's date of birth, address, and best callback number?I should check Contact Hub and any existing CRM before I create anything new.
Hold scriptI'm going to take a look at your chart/account so I can help you accurately. Can I place you on a brief hold?Thank you for holding. I appreciate your patience.
Nurse line transfer scriptBased on what you've described, I want to connect you with a nurse so you get the right clinical guidance.I'm going to transfer you now to the Triage Nurse Line - please stay on the line while I connect you.If we get disconnected, a nurse will follow up with you directly.
Exit scriptOnce I identify the right workflow, I will either complete the request or route it to the appropriate team.Is there anything else I can help you with today?There will be a brief optional survey after the call. Thank you for calling Oak Street Health.
Do not document live patient details in this prototype.For active or worsening symptoms, use the triage workflow rather than giving clinical advice.
