Booking Page 2
STEP 1: START THE CALL
“Thank you for calling Rhode Island Nutrition Therapy - this is [Your Name]. How can I help you today?”
STEP 2: ASK ABOUT INSURANCE
“To get you started, can I ask which health insurance plan you have?”
“If you have your insurance card handy, that will help us collect the right information to check your benefits and get you scheduled quickly.”
✅ IF Patient Has:
Blue Cross Blue Shield (BCBS) RI
BCBS Non-RI Plans
BCBS Federal
BCBS Blue CHIP
United Healthcare (UHC) Commercial (Non-Medicare Plans Only)
UHC Rite Care or Community Plan (Medicaid)
Neighborhood Health Plan of RI
→ ALL ARE COVERED, BOOK NOW
BOOKING SCRIPT: "Great news! Your insurance plan covers our nutrition services! 🎉 We’re excited to get you started. Let’s go ahead and schedule your first appointment—do you have any preferred days or times that work best for you?"
“Do you have any preference for location? We offer virtual appointments and depending on the provider, we offer appointments at our North Kingstown, East Greenwich or Warwick offices. Our pediatric dietitian has appointments in our Cumberland, RI location 2 days a week as well.”
NOTE: If the patient isn’t set on a specific dietitian, or just wants to be seen for weight loss or general nutrition - Scroll down the list of dietitians and click on “No Preference” - This will give you the first available appointment for the patient.
When booking the appointment, please make sure to repeat back to the caller the patient’s full name, telephone number and email address. It is critical that this is correct so that we can send them their intake paperwork and bill their insurance.
NOTE: Please make sure to include the following information in the REASON FOR APPOINTMENT field:
Patient’s DOB (repeat back)
Health Insurance Member ID - All Letters and Numbers (repeat back)
Group Number
Primary Insurance Subscriber’s Full Name and Relationship to Patient (ie. Self, Spouse, Child)
✅ IF Patient Has:
Aetna
Cigna
Harvard Pilgrim
Tufts
→ MAY BE COVERED, Use response below, then SUBMIT NEW PATIENT BOOKING FORM
“Thank you for that information! Your insurance may cover nutrition services, but we’ll need to verify the details of your plan first. I’ll take a few details now and submit them to our intake team. They’ll review your benefits and get back to you within 24 hours with your coverage details and next steps for scheduling.“
✅ If Medicare (traditional):
Covered only for Type 2 diabetes or kidney disease
“Medicare only covers nutrition visits if certain conditions are present. Just to check—have you ever been diagnosed with Type 2 diabetes or kidney disease by your doctor?”
→ If YES: BOOK NOW (refer to Booking Script above)
→ If NO: Use response below, then SUBMIT NEW PATIENT BOOKING FORM“We do offer private pay options with our dietitians. I’ll be happy to submit your information now and someone from our care team will reach out within 24 hours to review pricing and next steps.”
✅ If UHC Medicare Plan:
“Do you know if it's UHC Medicare Complete or UHC Medicare Advantage?”
Medicare Complete → COVERED, BOOK NOW (refer to Booking Script)
Medicare Advantage → Only covers if patient has Type 2 diabetes or kidney disease
“Medicare Advantage only covers nutrition visits if certain conditions are present. Just to check—have you ever been diagnosed with Type 2 diabetes or kidney disease by your doctor?”
→ If YES: BOOK NOW (refer to Booking Script)
→ If NO: Use response below, then SUBMIT NEW PATIENT BOOKING FORM“We do offer private pay options with our dietitians. I’ll be happy to submit your information now and someone from our care team will reach out within 24 hours to review pricing and next steps.”
STEP 3: CALL CLOSING SCRIPT
IF caller was BOOKED:
“You will receive an email from Healthie, our secure portal. Please take 5-10 minutes now to follow the link, register and fill out the intake forms. Do you have any more questions for me before I end this call? Thank you so much for calling today! Have a great day!”
IF caller was NOT BOOKED
“Do you have any more questions for me before I end this call? Thank you so much for calling today! Have a great day!”
→ REFER to FAQs if needed.
✅ PATIENT IS RESCHEDULING OR CANCELLING
“I’ll take care of that for you. Just a gentle reminder - we do have a 48-cancellation policy. A fee may apply if this is within 48 hours of your appointment. I’m going to submit a reschedule request for you.”
→ SUBMIT RESCHEDULE REQUEST FORM
✅ REFERRING PROVIDER NEEDS PROGRESS NOTES
“Let me get some additional information from you and I will have the dietitian get back to you with the information you are requesting.”
→ SUBMIT GENERAL INQUIRIES FORM
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✅ CALLER HAS GENERAL QUESTIONS
If the inquiry doesn’t fit one of the above categories, then
“I’d be happy to help! Let me take down your information and a brief summary of your question, and I’ll make sure the appropriate team member gets back to you within 1 business day.”
→ SUBMIT GENERAL INQUIRIES FORM