DME script

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Opening spiel
Hi, this is______, from prime care medical supplies. This is a follow-up call because you or your family
member recently opted-in with one of our websites.
It’s show here that you’re interested to receive a medical support brace. And you’re suffering severe [Link]
let me help you out.

Gathering of information
Basic information
First and last name:
Phone number:
Address:
Date of birth:
New policy number:(patient should provide their Medicare policy number)
Email address:
Height:
Weight:
Waist:
Shoe size:
Knee and shoulder size:
Wrist size:

When was the last time you saw your doctor? Was it a week ago, a month ago, or more than a year?

(If more than a year, ask this question)

Have you talked to your doctor on the phone for any telehealth consultation?

(If No, ask this question)

Do you have any upcoming appointment with your doctor? (if yes, ask when)
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is the doctor you see for your pain the same as your primary care physician?
(If Yes) proceed with process
(If No) ask for pain doctor

Doctors information
Dr’s NPI:
Dr’s name:
Dr’s address:
Dr’s phone number:
Dr’s fax number:

What are all the medications you are currently taking? Is it Tylenol, tramadol, gabapentin, aspirin, ibuprofen,
Aleve?
(Please list all medications being taken)

DialPro International | DME Call script

 Have you had a prescription for a brace in the last 5 years? (Must be no)

If the pt changes their mind, ask for the reason and address it accordingly. E.g., 'I changed my mind; I don't
think I need it.' first, acknowledge the pt's hesitation and state the benefits of the brace—sell them. If the pt
firmly declines the order (brace) for the third time, cancel it and advise them that if they consider reordering,
they should call us back for assistance.
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Triage
Pain location
Your pain location is?
Back –
Elbow -
Knee -
Ankle -
Wrist -

Pain level
On a scale of 1-10, what is your pain level in your ________?
Back –
Elbow -
Knee -
Ankle -
Wrist -

Length of pain
How long have you been experiencing the pain in your _______? Has it been a month ago, a year ago, or more
than a year?
Back –
Elbow -
Knee -
Ankle -
Wrist -

Frequency of pain
How often have you been experiencing the pain in your ______? Is it constantly, daily, time to time,
intermittently, sometimes, or comes and goes?
Back –
Elbow -
Knee -
Ankle -
Wrist -

DialPro International | DME Call script

 Do you have any personal injury in your ____________?
(If yes, what is the date of the injury?)
Back –
Elbow -
Knee -
Ankle -
Wrist -

Do you have any surgery due to injury in your ________________?

(If yes, when is the date of the surgery?)
Back –
Elbow -
Knee -
Ankle -
Wrist -

What actions aggravate your pain in your __________? Is it whenever you are bending, walking, standing,
laying down, lifting, or doing daily activities?
Back –
Elbow -
Knee -
Ankle -
Wrist -

What have you tried to alleviate the pain in your _______________? Was it a heating pad, ice packs, physical
therapy, resting, or taking medication?
Back –
Elbow -
Knee -
Ankle -
Wrist -

What is the cause of the pain in your _____________? Is it arthritis, accident, injury, degenerative disc disease,
or old age?
Back –
Elbow -
Knee -
Ankle -
Wrist -

Do you have any medical history, like, high blood pressure or diabetes?
Medical history/ condition:
Have you been diagnosed with Alzheimer’s disease or dementia?
Do you have any previous treatment or just taking medication?
Previous treatment:
What is your pain description? Is it achy, dull, sharp, or throbbing?

DialPro International | DME Call script

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Recap

Just a quick recap:

Your full name is
Your phone number is
Your date of birth is on
And the address on file is
Do we have everything correct? [Yes/No]

thank you for spending time with me to help improve your health.
To confirm Medicare, private insurance company will require your doctor prepares the medical re cords
indicating your medical conditions.

With all supplies covered by health care insurance copays and deductibles may still applies, pt with
qualifying Medicare QMB, Medicaid enrollment, qualifying secondary or supplemental plan may be covered
at 100%

Do I have your permission to submit all the information you verified to our verification team to process your
order? (Must be Yes)

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Verification

Proceed to verification
Transfer to the verification department

Great! Ma'am/sir please keep your lines open because the DME company will call you in 24 -48 hours for the
shipment confirmation and if there's any copay involved, they will inform you as well, so you will have
options. Okay?

Perfect! So, since i have you on the line, I’ll go ahead and transfer you to our shipping department to finally
verify your basic information to avoid any clerical mistakes.

This would take a few minutes of your time so kindly stay on the line while I transfer you over.

DialPro International | DME Call script