Recall Scripts & Objection Handling
Recall Scripts & Objection Handling
Recalls scripts
OUTBOUND CALLING Before calling the patient
1. Open the patient’s profile and go to the appointment section to view if the patient has been booked in already.
2. If the patient is not booked in go to the notes section and see if there are any notes relevant to their next appointment. (ie. Extra time for body shots, suitable for a certain type of service) Steps when creating a booking Confirm reason for calling (due for yearly follow up) 1. Security check – (1) call from number on file and (2) confirm their full name 2. Confirm they want to book in
3. Confirm email is still the same or add if nothing in the system
4. Confirm their address or add if nothing in system
5. Check MyMoleMap is set up, if not, set it up for them
6. Confirm clinic location
7. Confirm best days/times
8. Book patient in
9. Once confirmed, advise patient of appt type, duration and cost
10. Advise confirmation will be sent via email and text
11. They will be able to view report after their appt on MMM • Reconfirm location
12 month recall
Good morning/afternoon/evening. This is [your first name] from MoleMap. Am I speaking with [patient first name]. Thanks [patient first name] I hope you’re having a good day. I’m reaching out because our records indicate that you’re due for your annual skin cancer check. Would you like me to help with scheduling an appointment for you?
Yes: Follow steps for booking in (above) starting at step 3
No: See objections (below) for relevant response
18 month recall
Good morning/afternoon/evening. This is [your first name] from MoleMap. Am I speaking with [patient first name]. Thanks [patient first name] I hope you’re having a good day. I’m reaching out because our records indicate that you’re 6 months overdue for your annual skin cancer check. Would you like me to help with scheduling an appointment for you?
Yes: Follow steps for booking in (above) starting at step 3
No: See objections (below) for relevant response
Child recall Good morning/afternoon/evening. This is [your first name] from MoleMap. Am I speaking with [carers first name]. Thanks [carers first name] I hope you’re having a good day. I’m reaching out because our records indicate that [childss name] is due for their annual skin cancer check. Would you like me to help with scheduling an appointment for them?
Yes: Follow steps for booking in (above) starting at step 3
No: See objections (below) for relevant response
Cancellation
Good morning/afternoon/evening. This is [your first name] from MoleMap. Am I speaking with [patient first name]. Thanks [patient first name] I hope you’re having a good day. I’m calling today because you recently had an appointment scheduled with us which was cancelled, and I’d like to help you rebook. Would you like me to do that for you now?
Yes: I see that you’d been booked in for [appointment details]. Would you like the same day of week and time?
No: Do you mind me asking why you’d rather not book right now?
There may be something I can help with. See objections (below) for relevant response
Too expensive
I completely understand. Many people are mindful of costs these days. Afterpay You may not be aware but MoleMap offers flexible payment options through Afterpay, would this help make it more manageable for you? *Note: Afterpay only available in MoleMap owned clinics, Gore Health clinics, and Wigram. NZ partner discounts Alternatively, if you’re an AA Member or a SuperGold Cardholder you’re eligible for a discount on our skin check services.
Newsletter It’s worth noting that MoleMap sometimes runs special promotions or discounts that are quite popular. I can sign you up for our monthly newsletter to keep you informed about upcoming offers if you wish.
More expensive than GP
Yes, seeing a GP can often be a less expensive option, and we support seeing a GP for specific concerns about a mole, however MoleMap’s approach to skin checks differs significantly from other providers. At MoleMap, our melanographers provide a thorough head to toe skin check using advanced technology to identify at-risk moles. These moles are then imaged and sent electronically for dermatologist diagnosis, with no referral needed. Additionally, if you choose one of our more comprehensive services you’ll receive full body imaging, and proactive mole monitoring to help track and compare moles that may be ‘at risk’ in the future. This approach ensures change is detected early when it’s most treatable. If answer is still No; Newsletter It’s worth noting that MoleMap sometimes runs special promotions or discounts that are quite popular. I can sign you up for our monthly newsletter to keep you informed about upcoming offers if you wish.
You should be covered by insurance/Medicare INSURANCE
I completely agree with you, something as important as skin screening should indeed by covered by insurance! Having said that, we always encourage our patients to check with their private insurance provider to see if the offer options for cover. Even if it isn’t available currently, letting them know about your interest in skin checks can help demonstrate the demand. MEDICARE I completely agree with you, something as important as skin screening should indeed by covered by Medicare! Having said that MoleMap is working on it, we’re lobbying for change on your behalf, and we hope in the near future we’ll have some good news.
I’m going elsewhere GP & Other Skin Cancer Clinics
That’s great, we support people getting a skin check, but you may not be aware how MoleMap’s approach to skin checks differs significantly from other providers. At MoleMap, our melanographers provide a thorough head to toe skin check using advanced technology to identify at-risk moles. These moles are then imaged and sent electronically for dermatologist diagnosis, with no referral needed. Additionally, if you choose one of our more comprehensive services you’ll receive full body imaging, and proactive mole monitoring to help track and compare moles that may be ‘at risk’ in the future. This approach ensures change is detected early when it’s most treatable. Dermatologist That’s great, a lot of our patients actually use MoleMap alongside their Dermatologist to ensure they’re receiving the very best in skin health care. We suggest that you chat to your dermatologist and ask if they wish to have access to your annual records from MoleMap, so they can see the full history of your skin.
Poor experience last time
I’m so sorry to hear this. At MoleMap we pride ourselves on our high standard of care, and your feedback very important to us. We would appreciate the opportunity to investigate your concerns to prevent any recurrence. Customer Service Issue Thank you for bringing this to our attention. I will escalate this to our complaints team for review, and they will reach out to you soon. Clinical Issue Thank you for sharing this information. I will escalate this to our clinical team for review, and they will reach out to you soon.
I’ve moved / I don’t live near a MoleMap clinic
If you’d like to let me know your new address, I can update your patient profile. This way we can advise you in the future if a MoleMap clinic opens locally. Alternatively, some of our patients find it convenient to schedule their MoleMap appointment when they travel. Bookings in advance is simple, and with a broad network across the country there’s likely one near you. Could this be an option for you?
I don’t have time to attend an appointment
I completely understand, conflicting priorities can often be a challenge. If it helps, I can look for a more convenient time. We have early morning, lunchtime or end of day appointments available if that helps? Clinics with Saturday appointments I can also check our Saturday clinic availability for you if you wish?
I’m too busy to talk right now
I understand, and I’ll let you go. However, is there a more convenient time for us to reach out again? I’ll call MoleMap back Certainly! Feel free to contact our 0800 number to speak to our customer care team, or you can easily book through our website whenever it suits you. Alternatively, I can follow up with you at a more convenient time if you prefer?
I don’t need to come again / Nothing was found last time
It’s always reassuring to receive an all-clear! However, it’s important to remember that skin cancer can develop at any time. Our follow-up appointments are designed to detect any changes early on. We can identify changes as small as 0.1mm with our advanced technology. This allows for early diagnosis when skin cancer it most treatable.
I have to wait too long for an appointment
Yes, we are so sorry about this, please be assured we are actively working to shorten the current wait times at xx clinic. We do recommend that you schedule your appointment now, so that your time in secured. Alternatively, If there's a specific mole causing concern, we can arrange a spot check appointment for you promptly.
What happens at a followup appointment?
Annual follow-up appointments are important part of your ongoing skin cancer screening and prevention. During these visits, a melanographer will perform a thorough examination of your skin, and new images will be taken for comparison against your initial baseline records. This proactive approach ensures that any changes in moles or the appearance of new ones are detected early, when treatment is most effective.
I found the experience too embarrassing / uncomfortable last time
I understand how you feel. However, please be assured our melanographers are specially trained in skin cancer detection and it’s all they do, day in and day out. They try very hard to make the process as non-invasive as possible and will provide a gown to protect your modesty. Please feel free to let them know how you are feeling, so they can take extra steps to make you comfortable.