TMS Intake Department Call Quality Control

Did the TMS Intake Coordinator follow the proper script (External or Internal)?

Did they adhere to any legal or regulatory requirements? e.g. HIPAA, call being monitored, etc

Did the TMS Intake Coordinator actively listen to the patient's needs and demonstrate empathy?

Did the patient remain on hold for an unreasonable amount of time?

Did the TMS Intake Coordinator effectively gather and document all necessary information from the patient?

Was the patient asked for their medication and therapy history?

Did the TMS Intake Coordinator send all of the appropriate documentation to the patient? e.g. waivers, consents, releases, etc

Was the TMS Intake Coordinator's speech clear and easy to understand?

Did the TMS Intake Coordinator effectively manage the call duration?

Did they verify insurance and/or provide pricing?

Was their tone natural and confident, avoiding filler words and sounding uncertain?

Was the TMS Intake Coordinator professional and courteous throughout the call?

Did the TMS Intake Coordinator provide the patient with clear instructions for the next steps?

Did they provide the patient with a direct method of communication? e.g. extension, email address, SMS direct phone number