In this job you call older patients in the US who were referred to our lung care program. They need to understand every word you say, including medication names, doses and times, so we listen to how clearly you speak and how you talk with a patient. This part takes about five minutes. Use a quiet room.
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Part 1: Read these lines from a call
You are on a call with a new patient. Read these sentences to her clearly, at a normal pace, as you would on the call.
- If we get cut off, is this the best number to call you back on?
- Which pharmacy do you use, and are you still using your albuterol inhaler?
- May we send you a text message reminder the day before each visit?
Part 2: The call
- You work for AnsibleHealth, a physician-led medical group caring for people with heart failure and COPD at home. Our doctors, nurses and respiratory therapists see patients by video and phone, and we send them a tablet and devices such as a pulse oximeter.
- Mrs. Linda Carter is 72. Her lung doctor's health system referred her to us last week, after two hospital stays this year for breathing problems.
- You are calling her for the first time. Your goal is to explain who you are and why you are calling, and to book her first video visit.
The patient says: “Hello? ... I never asked for this. How did you get my number?”
Answer her the way you would on the call, in 60 to 90 seconds: say who you are and why you are calling, answer her concern, and try to book her first visit.
