Standardized Scripting Templates
for Voicemail recordings
1. State the name of the clinic or agency
2. State that you regret the call was not picked up
3. State that the client should remain online to listen to various options
4. Provide the option to leave a voice mail message if none of the options apply
5. Indicate the time frame the voicemail will be responded to and stick to it
6. Indicate what to do if the matter is urgent (redirect the call to a warm body) or
emergent (call 911).
7. Sample message: “Hello, you have reached the offices of Clinic X. We are not
able to take your call at this time. Please leave your name, number and a brief
message and we will return your call within ___ hrs / business days. If this is an
urgent matter, please press/call _ / 403-XXX-XXXX and you will receive
immediate assistance. If this is an emergency, please hang up and call 911. Thank
you for calling.”
For appointment reminder calls
1. “Mr/Ms/Mrs. _________, we want to remind you about your appointment with Dr. Y
scheduled for tomorrow, _______ ___ at __:00 AM/PM. Will you be able to keep that
appointment? Will you call us if you find that you cannot keep that appointment? Our
cancellation phone number is (403) 123-4567.”
or
2. “Hello this is _______ from Clinic X calling, to remind you about your appointment
with Dr. Y on ______day, _________ ____ at ___:00 AM/PM. Please arrive at the clinic
15 minutes ahead of your appointment so the nurse may prepare you for your visit. If you
are not able to keep this appointment please call 403-123-4567 to cancel or reschedule
your appointment.”