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

A call-handling script for non-clinical staff that captures red-flag words, routes to nurses or 911 without giving advice, and handles routine requests fast.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Advanced
- Tags: Writing, Sales, Customer Support, Write, Code, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/write-a-front-desk-phone-script-that-routes-urgent-calls-safely

## Prompt

```text
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.
```

## What to fill in

- e.g. "pediatrics", "orthopedics", "OB/GYN", "family medicine"
- scheduling, refills, results, billing, records, referrals
- DETAILS
- CLINICAL LEAD TO PROVIDE RED-FLAG LIST

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.