Exam Info

How to Deal With Pre-Sets

I don't know anyone who's fond of pre-set appointments. But they are here, and unlikely to go away any time soon, so here are some ideas that will make things easier for you when dealing with them.

First, sometimes the applicant didn't set the pre-set. Or doesn't remember. Or something. In other words, I can't tell you how many times I've had applicants go, "Huh?" when I call to confirm a pre-set appointment. So, never assume they know about this. Explain who you are, explain that you're calling to confirm the appointment set for (say) "Next Monday, at 10 a.m." You will quickly enough know if they know what you're talking about.

Second: pre-sets aren't usually as set-in-stone as either the agent or the Big 4 secretary is telling you. Unless it's impossible for me to do a pre-set (such as when I'm going to be gone for vacation or something like that) I'll usually take the case, and call the applicant. If -- and this happens a lot -- it's pre-set for Saturday at 8, and I'm already booked, the applicant is usually fine to do the appointment at 9, or whatever.

Third: If an order's sent to you, and you can't do it at the time set, explain to the applicant, "I'm sorry, they didn't ask me first about the time. I do this for a bunch of insurance companies, and I was already booked up at that time." Many applicants assume that a pre-set appointment is with an employee examiner, and that it's just a matter of directing Employee Jones to go to the appointment. Educating them goes a long way toward resolving the situation.

Fourth: Some pre-sets will not call you back. I've dealt with many such situations, where the person plans to be there, but for some reason will not call back to confirm. When I have to leave a voicemail about a pre-set, I tell them, "I'm calling back about the appointment set for next Tuesday at 11 a.m. I need to confirm the details with you and [Here's the important part] I need to get directions to the place where I'm supposed to meet you." I will not -- unless the appointment is a block away -- go to an appointment without some contact with the applicant. I need to confirm time, remind them to fast, remind them about needing a urine specimen, and get directions. Telling them that you need directions will sometimes nudge folks along to call you back.

Finally, if someone doesn't call back after several attempts, I call the agent, if at all possible. If not, call the office who sent you the case. Or both. Explain that the individual has not contacted you, and that you can't go without some contact. If they grumble, get weepy, and complain that gas is so expensive. (It is).

What's important is to take control of the pre-set situation. Control keeps you from being jerked around, and helps you do a better job for yourself, agents, the company, and the individual you're examining.

posted by Jim Huffman @ 8:21 AM