PATIENT CONVERSION ENGINE

HVA Communication Scripts

Objective: Save the Lead

Use this tool when a patient's requested provider conflicts with the Master Routing Hub's directive. Select the scenario below to generate a confident, legally-compliant SMS pivot script.

1. Patient Requested (From Intake):

2. Routing To Provider:

3. Reason for Pivot (The "Why"):

Financial / Insurance

Requested provider is Out of Network

Clinical Acuity

Diagnosis requires a different specialist

Calendar Capacity

Requested provider is completely booked

Telehealth Conversion

In-Person is full; pivoting to virtual

4. Personalize & Schedule

Patient First Name:

Option 1 (Morning)

Option 2 (Afternoon)

Generated Communication Script

Ready for SMS

Select a provider, pivot reason, and enter patient details above to generate the script...

Pre-Flight Checklist I verified there are NO 30-min gaps. I selected exactly 1 Morning & 1 Afternoon. I pitched the absolute earliest dates.

Edge Case & Objection Handling

1. The "Ghost" (No Reply after 24hrs)

"Hi [Name], just checking in! I need to release these priority slots to our waitlist by 5:00 PM today, but I wanted to check with you first. Did you want me to keep [Time] secured for you, or should I go ahead and release it?"

2. Form Complaint ("Why is Tina an option?")

"Great question! We keep her as an option because Tina takes our most severe clinical escalations. For routine care, we prioritize getting our patients seen immediately with Elizabeth so you don't have to wait months for relief!"

Banned Actions (The No-Nos)

1. Saying "Lizzy" or "Daughter"

Never use nicknames or mention family ties. This strips away clinical authority. Always use their full credentialed name.

2. Offering Future Transfers to Tina

Never tell a patient they can see Tina for follow-ups later. Establish them with the routed provider permanently to protect Tina's calendar.

3. Booking Tina Post-4PM Without Approval

Tina prefers morning appointments (up to 1PM). You MUST ping her in Chanty before pitching any time slot 4:00 PM or later.