Quick Reference
Call Center Cheat Sheet
One-page summary for quick on-call lookup.
Last updated: Effective 5.18.2026
1Standard Greeting
“Thank you for calling the Richmond County Health Department, this is ___________. How may I help you today?”
Speak clearly, professionally, and confidently. A friendly introduction helps build trust with the caller.
2Appointment Steps
- Ask: “Which department do you need an appointment for?”
- If unsure, ask what service they need.
- Transfer to the correct department if needed.
3Insurance Question
“Do you have insurance?”
If YES:
Please be sure to bring your insurance card(s) and your ID. We will verify your insurance when you arrive at the Health Department. Based on your coverage, we will attempt to bill your insurance. If you have any patient responsibility for services, payment will be requested at the time of your visit.
If NO:
Please be sure to bring your ID and proof of income.
If asked why: As Public Health, we provide some services at a lower rate, and with proof of income you may be eligible for lower patient responsibility rates.
4Estimates for Uninsured / Underinsured
Ask: “What services do you need an estimate for?”
After they answer:
“Please keep in mind these are only estimates and they may change based on your visit with the provider and services being rendered. These estimates are based on a patient who does not have insurance or is underinsured.”
5Key Reminders
- Do not guarantee coverage.
- Do not quote exact final prices.
- Estimates only.
- Do not give medical advice.
- Stay calm, speak clearly, and professionally.
- Repeat information when needed.