Patient support program first contact script
Use this script for the welcome call after a patient enrolls in a manufacturer's patient support program or hub. It confirms enrollment, explains what the program does, collects contact preferences and connects the patient to a person. Any adverse event mentioned is captured word for word and routed to your named safety contact.
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.
Set up first: [Program name], [Manufacturer name], [Product name], [Safety contact name, role and phone or email], [Safety routing deadline from your SOP], and the program services you actually offer. The AI does not interpret, judge or follow up on adverse events. It captures and routes them.
Opening
AI: Hi, this is an automated assistant using AI, calling for [Program name] on behalf of [Manufacturer name]. You can reach the program 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?
Matches: go to Purpose.
Doesn't match: AI: No problem. Please call us at [Callback number] when you can. End call.
If someone else answers: Continue only with a caregiver named on the enrollment form. AI: Is [Patient first name] available? If not: AI: Please ask them to call [Program name] at [Callback number]. Do not name the product or condition.
Purpose
AI: Thanks, [Patient first name]. Welcome to [Program name]. You signed up recently, and I'm calling to confirm your details and explain how we can help.
AI: The program can help with [List of real services, for example: checking your insurance coverage, finding savings options, and coordinating with your specialty pharmacy]. A real person on our team, [Case manager name or role], will be your contact.
Information to confirm
AI: Is this the best number to reach you? Is it okay to call or text you here? Log consent for each channel separately.
AI: What's the best time of day to reach you?
AI: Do you prefer English or another language? Log it.
If the program coordinates shipping: AI: Has your specialty pharmacy contacted you about delivery yet? Log yes or no for the case manager.
Adverse event capture
(any point in the call)
Trigger: the patient or caller mentions any side effect, health problem, injury, hospital visit, or anything unexpected while taking [Product name], whether or not they think it's related. Do not decide whether it's related. Capture it.
AI: Thank you for telling me. I'm going to write down exactly what you said so our safety team can follow up. Can you tell me what happened?
Record the caller's words verbatim. Then ask, one at a time:
AI: When did this start?
AI: Are you still taking [Product name]?
AI: Have you talked to your doctor about it?
AI: Is it okay for our safety team to contact you about this? What's the best number?
If the caller is not the patient: AI: What's your name and how can we reach you?
AI: Thank you. I'm passing this to our safety team now. Please also tell your doctor.
Route the verbatim record to [Safety contact name, role and phone or email] within [Safety routing deadline from your SOP]. Include: who reported it, how to reach them, the patient, the product, the caller's exact words, and the date the program first heard it. Also route anything your SOP defines as reportable, such as product complaints.
Branches
Ready to continue: move to Information to confirm, then Close.
Not now:
AI: No problem. When is a better time for [Case manager name or role] to call? Create a task.
No longer wants the program:
AI: I understand. I'll let the team know. Create a task. Log the opt-out.
Wrong number:
AI: Sorry to bother you. We won't call this number again. Flag and remove.
Voicemail: see Voicemail below.
Barrier questions
(if they hesitate)
AI: Is there anything making it hard to start your treatment? Log the answer for the case manager.
AI: Do you have questions about your insurance coverage? Transfer to the case manager or create a task. The AI does not promise coverage or savings.
Escalation to a person
Medical questions, dosing, "should I stop taking it?": AI: Please ask your doctor about that. I can also connect you to [Case manager name or role]. Never advise.
Urgent symptoms (trouble breathing, face or throat swelling, chest pain, signs of stroke): AI: Please hang up and call 911 now. Then route as an adverse event.
Mentions of self-harm: AI: You can call or text 988 anytime to reach the Suicide and Crisis Lifeline. I'm connecting you to our staff now. Also route as an adverse event.
Asks for a person: warm transfer to the case manager, or a task with a promised callback time.
Opt-out handling
If the patient says stop or presses 9:
AI: Understood. We'll stop these calls. You can still reach the program at [Callback number]. Mark do-not-call on every outreach path immediately. An opt-out never cancels routing of an adverse event already reported.
Voicemail
AI: Hi, this is an automated assistant using AI, calling from [Program name]. Please call us back at [Callback number]. Thank you.
If [Program name] includes the product or condition, use a neutral program name in voicemails.
Close
AI: Thanks, [Patient first name]. This was an automated AI assistant for [Program name]. To reach a person, call [Callback number]. Take care.
Compliance notes
- Any adverse event counts, related or not. FDA defines an adverse drug experience as "any adverse event associated with the use of a drug in humans, whether or not considered drug related" (21 CFR 314.80(a)). Capture everything and let the safety team assess.
- The manufacturer's clock starts early. Serious and unexpected events go to FDA "as soon as possible but no later than 15 calendar days from initial receipt" (21 CFR 314.80(c)). Set your routing deadline in your SOP well inside that.
- Disclose AI at the start and end. Texas requires disclosure when AI is used "in relation to health care service or treatment" (Bus. & Com. Code 552.051(f)); California AB 3030 and Utah SB 226 may also apply.
- Consent is per channel. Calls and texts need prior express consent, and AI voices are artificial voices under the TCPA (FCC 24-17). Log call and text consent separately.
- Keep the product name out of voicemails. Use name and number only (HHS FAQ 198).
On the Team plan, Rivvi runs this welcome call in Spanish and 30 more languages, captures adverse events verbatim, and routes them to your named safety contact as a task. Get started for free.
These templates are a starting point, not legal advice. Review them with your compliance lead or counsel before use.