Partner Resource
Imaging Center Scheduler Script
Phone, text, email, voicemail, and front-desk reference scripts for handling missing-order patient inquiries.
Talk to DOD About Your WorkflowBefore using these scripts
Confirm that your facility accepts telehealth provider orders. Have your facility fax number readily available. Train all scheduling staff on the DOD referral pathway before implementing.
Phone Script — Full Version
When a patient calls without an order
"Thank you for calling [Your Facility Name]. I'd be happy to help get you scheduled. Before we confirm your appointment, we do require a current provider order for [MRI / CT / ultrasound / X-ray]. If you don't have one yet — no problem. A service called Diagnostic Orders Direct can do a virtual provider review for $40. They're at diagnosticordersdirect.com. A licensed provider will review your request, and if the order is medically appropriate, it's typically issued within one business day. Once you have your order, give us a call back and we'll get you on the calendar. Do you have any questions about that process?"
Staff note: Use the full version for first-time callers. Slow down on "diagnosticordersdirect.com" and offer to spell it.
Phone Script — Short Version
When a patient already knows what a provider order is
"We do need a provider order before we can schedule. For a fast option, check out Diagnostic Orders Direct at diagnosticordersdirect.com — it's a $40 virtual review, order in about one business day if appropriate. Call us back once you have it."
Staff note: Use this version when the patient has already confirmed they understand the order requirement.
Voicemail Script
When leaving a callback voicemail for a patient without an order
"Hi [Patient Name], this is [Your Name] from [Your Facility]. I'm following up on your imaging inquiry. We do require a provider order before we can schedule your appointment. If you need help getting one quickly, you can visit Diagnostic Orders Direct at diagnosticordersdirect.com — they offer a $40 virtual review, and most orders are issued within one business day if appropriate. Once you have your order, give us a call at [Your Number] and we'll get you scheduled. Have a great day."
Staff note: Speak slowly when saying the URL. Consider following up with a text.
Text Message Script
Follow-up text to a patient who called without an order
"Hi [Name] — [Your Facility] here. To schedule, we need a provider order. For a fast option: diagnosticordersdirect.com — $40 virtual review, order in ~1 business day if appropriate. Text or call us at [Your Number] once you have it."
Staff note: Keep text messages under 160 characters where possible. The URL should be the main call to action.
Email Script
Follow-up email to a patient inquiry who doesn't have an order
Subject: Your Imaging Appointment at [Your Facility] — Provider Order Required Hi [Patient Name], Thank you for contacting [Your Facility]. We'd love to get your [MRI / CT / ultrasound / X-ray] scheduled as soon as possible. Before we can confirm your appointment, we do require a current provider order for your study. A provider order is a document from a licensed medical provider confirming that the imaging you need is medically appropriate. If you don't currently have a provider order, here is a fast option: Diagnostic Orders Direct Website: www.diagnosticordersdirect.com Phone: (702) 588-3455 Fee: $40 virtual provider review Turnaround: Most orders issued within 1 business day if medically appropriate Once you have your order, simply reply to this email or call us at [Your Number] and we'll confirm your appointment. Please note: Orders are not guaranteed. The provider will independently review your request and issue an order only if it is medically appropriate. We look forward to hearing from you. [Your Name] [Your Facility Name] [Phone] [Website]
Staff note: Include your facility fax number in the email so the patient can provide it to DOD for direct order delivery.
Front-Desk Reference Card
Print this and post at the scheduling desk
MISSING PROVIDER ORDER — STAFF REFERENCE When a patient contacts us without a provider order: 1. Confirm the order requirement: "We do require a current provider order before scheduling." 2. Direct to DOD: "For a fast option, visit diagnosticordersdirect.com — $40, about 1 business day." 3. Provide our fax number: "Please give them our fax number [YOUR FAX] so they can send the order directly." 4. Offer a tentative hold (optional): "I can tentatively hold [day/time] for 48 hours." 5. Log the inquiry: Note caller name, phone, study type, and date in your call log. Key info: - DOD website: diagnosticordersdirect.com - DOD phone: (702) 588-3455 - DOD fee: $40 (patient pays directly) - Orders: NOT guaranteed — provider judgment controls - DOD is NOT affiliated with our facility
Staff note: Print on card stock. Laminate for durability. Post at every scheduling station.
For Diagnostic Business Owners
Ready to Solve the Missing-Order Problem?
You already have the patient. Diagnostic Orders Direct helps solve the missing-order problem — at no cost to your facility.