Write a front-desk phone script that routes urgent calls safely

Write a phone script for our front-desk and call center staff. Clinic type: [e.g. "pediatrics", "orthopedics", "OB/GYN", "family medicine"] Common call reasons: [scheduling, refills, results, billing, records, referrals] Our escalation path: [e.g. "warm transfer to triage nurse", "on-call provider after hours", "nurse callback within 1 hour"] Clinician-approved red-flag list: [PASTE the symptoms and situations our clinical lead wants escalated - required; do not create this list yourself] Hours and after-hours setup: [DETAILS] Languages and interpreter service: [DETAILS] The script must: 1. Open with a greeting and an immediate screen: if the caller describes any item on the approved red-flag list, staff say to hang up and call 911 (or follow the escalation path for that item). Use only the list I provided; if it is missing, insert [CLINICAL LEAD TO PROVIDE RED-FLAG LIST]. 2. Verify identity with two identifiers before discussing any account or health information, and check whether the caller is the patient, a parent, or an authorized representative. 3. Give a short branch for each common call reason with what to collect and what to promise (realistic timelines only). 4. Make clear that front-desk staff never give medical advice, interpret results, or say whether a symptom is serious; they route to clinical staff. 5. Include phrases for upset callers, interpreter use, and closing the call with a clear next step. 6. List what to document after each call. Return the script as a decision-flow outline plus a one-page quick-reference card. Our clinical lead must approve the escalation sections before use.