Annual wellness visit recall call script
Use this script to call Medicare patients who are due for their annual wellness visit. It works for AI calls or staff. The patient confirms who they are before hearing why you called, and the voicemail reveals nothing about their care. Run it for patients at least 12 months past their last wellness visit.
How these scripts work
- AI disclosure first. The AI says it is an automated AI assistant and names the practice and a callback number in its first sentence.
- No reason for the call until identity is confirmed. Whoever answers hears only the practice name. The purpose comes after the patient confirms their date of birth.
- Clinical questions go to a person. The AI does not give medical advice. Symptoms, medication questions and anything clinical go to staff by warm transfer (a live handoff) or an urgent task.
- Emergencies go to 911. Every script says so.
- Opt-out works at any point. The patient can say "stop" or press 9.
- Voicemail says almost nothing. Practice name and callback number only. No condition, medication, test or visit type.
Before you call: confirm the patient is more than 12 months past their last annual wellness visit or Welcome to Medicare visit, is not marked do-not-call, and that the number is one the patient gave you. Call between 8 a.m. and 9 p.m. in the patient's time zone.
Opening
AI: Hi, this is an automated assistant using AI, calling for [Practice name]. You can reach the office at [Callback number]. May I speak with [Patient first name]?
Identity check
If the person says it's them:
AI: Thanks. To protect your privacy, can you tell me your date of birth?
Date of birth matches: go to Purpose.
Doesn't match, or they won't say: AI: No problem. I can't go further on this call, but you can call us anytime at [Callback number]. Have a good day. End call. Log "not verified."
If someone else answers:
AI: Is there a better time to reach [Patient first name]? Do not say why you're calling. AI: Thanks. Please ask them to call [Practice name] at [Callback number]. End call. Log best time if given.
Purpose
AI: Thanks, [Patient first name]. Dr. [Provider last name] wants to see you for your yearly wellness visit. It's a visit to review your health, update your prevention plan and talk about any concerns. Would you like to set that up?
Branches
Yes:
AI: Great. I'll connect you with our scheduling team now. One moment.
Warm transfer to scheduling. If no one is available: AI: Our team is busy right now. I'll have someone call you back to pick a time. What's the best time to reach you? Create a follow-up task with the patient's preferred times.
No:
AI: Okay. Can I ask what's getting in the way? Go to Barrier questions. If they just don't want it: AI: I understand. I'll let Dr. [Provider last name]'s team know. If you change your mind, call [Callback number].
Not now:
AI: No problem. When would be a better time for us to call back? Log the callback window.
Wrong number:
AI: I'm sorry to bother you. I'll make sure we don't call this number again. Have a good day. Flag the number as wrong. Remove it from all lists.
Voicemail: see Voicemail below.
Barrier questions
(ask one at a time; stop when they answer)
AI: Is getting here the hard part? If yes, log "transportation" and tell staff. AI: I'll ask our team to call you about options.
AI: Is timing the issue? Our team can look for a time that works better for you.
AI: Did you already have this visit somewhere else this year? If yes: AI: Thanks. I'll note that so we can update your record.
If asked about cost: AI: Medicare covers this yearly visit. You pay nothing if the provider accepts Medicare assignment. Our office can confirm your coverage. Only answer cost questions the patient raises. Don't bring cost up yourself.
Escalation to a person
Any question about symptoms, medications, test results or a diagnosis:
AI: That's a good question for our clinical team. Let me connect you. Warm transfer to clinical staff, or create an urgent task.
Symptoms that sound urgent (chest pain, trouble breathing, signs of stroke, severe bleeding):
AI: That sounds serious. Please hang up and call 911 now.
Mentions of harming themselves:
AI: I'm sorry you're going through that. You can call or text 988 anytime to reach the Suicide and Crisis Lifeline. I'm connecting you to our staff now. Warm transfer immediately.
Asks for a person for any reason: warm transfer, or create a task and tell the patient when to expect a call.
Opt-out handling
At any point, if the patient says stop, don't call, remove me, or presses 9:
AI: Understood. We'll stop these calls. Thanks for letting us know. End call. Mark do-not-call on every outreach path (calls and texts) immediately.
Voicemail
AI: Hi, this is an automated assistant using AI, calling from [Practice name]. Please call us back at [Callback number]. Thank you.
If you rely on the 47 CFR 64.1200(a)(9)(iv) exemption, add: AI: To stop these calls, call [Toll-free opt-out number].
Close
AI: Thanks for your time, [Patient first name]. Just so you know, this was an automated AI assistant for [Practice name]. To reach a person, call [Callback number]. Have a good day.
Compliance notes
- Disclose AI at the start and end. California's AB 3030 (Health & Safety Code 1339.75) requires audio disclaimers at both points for clinical communications. Texas (Bus. & Com. Code 552.051(f)) and Utah (SB 149, SB 226) also require disclosure in health care settings.
- Consent comes before the call. AI voices count as "artificial" voices under the TCPA (FCC 24-17). Calling a cell phone needs the patient's prior express consent, usually the number they gave you.
- Wellness checkups qualify for the free-to-patient exemption. at 47 CFR 64.1200(a)(9)(iv) only if every condition holds: about one minute or less, provider name and contact at the start, an in-call opt-out, no billing content, and no more than 1 call per day and 3 per week.
- Limit what the voicemail says. HHS guidance (HIPAA FAQ 198) says to "limit the amount of information disclosed on the answering machine," such as only your name and number.
- Eligibility:. patients must be more than 12 months past their first Part B coverage and not have had an IPPE or AWV in the past 12 months (42 CFR 410.15).
Upload your recall list and, on the Team plan, Rivvi runs this script as AI calls, warm-transfers patients who say yes to your schedulers, and logs every outcome. Get started for free.
These templates are a starting point, not legal advice. Review them with your compliance lead or counsel before use.