1Call’s scripting software is fully customizable to efficiently guide operators through scripts to help patients and medical staff with appointments, physician referrals, prescription renewals, scheduling, research, crises and emergencies, facility directions, take messages for physicians, staff, and departments, and much more. 

Call center scripting software helps to streamline enterprise-wide hospital communications and processes, as well as the following benefits:

  • Reduces operator errors.
  • Improves efficiency and productivity for better patient experience.
  • Speeds call processing.
  • Ensures professional call handling.
  • Provides accurate information.
  • Includes detailed reporting analytics.
  • Delivers a fast ROI.
Concept of 1Call's drag-and-drop call scripting tool.

Drag-and-Drop Call Scripting Tool

Pre-program intuitive call flow scripts with our drag-and-drop scripting tool to write customized scripts for  any type of call - even emergency situations. The call scripting tool is easy to use so that staff with limited or no IS experience can use it.

After programming, the system automatically detects call flow and determines the scripting options for operators based on your protocols. Call center agents read the prompts and follow the script.

Three scenarios where call flow script is used in healthcare.

Call Flow Script

1Call features intuitive call flow navigation that effortlessly guides your agents through each call, and provides them with a customized script. Call flow scripts also reduce training time because protocols can be built into navigation scripts to remove guesswork. Operators simply fill in the caller’s responses and the script automatically navigates to the next appropriate question. This is ideal for deciding which department or physician should receive calls, determining if calls are urgent, handling code calls, staffing, automatic age calculations and many other options. 

Handling calls quickly and correctly is of utmost importance. Color-coding helps agents instantly identify call types, and time-of-day and day-of week messaging and dispatching ensures the correct navigation script and dispatch options are displayed.

Call flow script is perfect for:

  • Main numbers.
  • Code calls.
  • On-call scheduling.
  • Paging.
  • Nurse triage.
  • Physician referrals.
  • Physician-to-physician referrals.
  • Physician answering services.
  • Consultations. 
  • Scheduling.
  • Admissions/Pre-registration.
  • Patient information.
  • Patient transport.
  • Class/training registrations.
  • Help desk.
  • Patient satisfaction surveys.

1Call Customer Testimonials - Call Center Scripting

“I've seen some competitor products, and what I really love about Amtelco as a whole is the scripted piece allows you to do a lot of programing without actually needing to do much coding. So it's a really good bridge between the individuals that want to build these advanced programs but (do) not have any IS skills. ~Rossi Fraenkel, Business Analytics Team Lead, Allina Health in Minneapolis, MN

“The difference with IS is that you put all the programming and decision making on the backside so that an operator can be hired and within 12 hours, they're taking calls.” ~Holly Ritchison, Former Communications Manager, Children’s Hospital and Medical Center in Omaha, NE

Click below to watch a short video of 1Call customers talking about their experience with our call center scripting software solution.

Linda Bigley: Before Amtelco, we used a home-grown messaging system that was used for physician answering service only and not operator services. So with Amtelco, that allowed us to integrate both messaging for physicians as well as operator services.

Holly Ritchison: Yes, at Children's in the Communication Center, we offer obviously the main switchboard line we cover. We handle all of the inside calls from the hospital, seeking on-call, environmental services, any needs that they might handle or need. We also handle transport dispatch, so our dispatchers are responsible for initiating all the transports for our emergency crew via ambulance, roto wing, fixed wing. So at Children's, everything is scripted and the difference is like night and day for ease of use on the operator end.

Rossi Fraenkel: IS scripting I think is one of the main selling points from Amtelco's products. I've seen some competitor products, and what I really love about Amtelco as a whole is the scripted piece allows you to do a lot of programing without actually needing to do much coding. So it's a really good bridge between the individuals that want to build these advanced programs but not have any IS skills and being able to ... You can grow with the scripts. There's a lot of additional functionality you can do when you start working more with databases. I think a huge challenge in the healthcare industry is integration, and the more that we have the ability to provide that integration, the more that we can provide faster call times, a better patient experience, and overall just a better experience for our agents as well.

Holly Ritchison: The difference with IS is that you put all the programming and decision making on the backside so that an operator can be hired and within 12 hours, they're taking calls. What we've done with our emergency code calls is tried to make all of them very consistent but yet customized for what each code is requiring, because when an operator gets a code call, the anxiety level goes up immediately and there's some decision making that they need to take care of. So, for instance, what we did with our Code Adam, missing child, when the operator receives the call, she's selecting from drop-downs. What is the age of the child? Is it male or female? What color shirt are they wearing? They select the color. So they make all these selections, and all of that information drops into one phrase that is a complete phrase of all the choices they've made so that they can say, "Emergency code Adam, six-year-old male wearing a red shirt, blue shorts. Last seen in the gift shop." So it's very easy for them to make the proper announcement and have it come out correctly.