If you're managing healthcare for an aging parent, you already know that a significant portion of caregiving happens over the phone. Between scheduling appointments, coordinating with specialists, managing insurance, and following up on prescriptions, caregivers can spend 5-10 hours per week on hold and on calls.

Part of our caregiver series. See also: Making Phone Calls with Power of Attorney and Long-Distance Caregiving. For AI assistance, visit AI Phone Assistant for Caregivers.

Getting Set Up as an Authorized Contact

Before you can effectively manage your parent's healthcare by phone, you need to be recognized as someone authorized to receive information and make arrangements.

For Doctor's Offices

  • Ask to be added as an "authorized contact" or "designated representative"
  • This usually requires your parent's verbal or written consent
  • Some offices have specific forms; others note it in the chart
  • Being listed allows you to schedule, reschedule, and receive appointment reminders

For Insurance Companies

  • Add yourself as an "authorized representative" on the insurance account
  • This typically requires a form signed by the account holder
  • Once authorized, you can discuss claims, coverage, and billing

For Pharmacies

  • Ask to be added to the account for pickup authorization
  • Most pharmacies can add multiple authorized people verbally
  • Some may require ID at pickup

Essential Information to Keep Handy

Create a "caregiver reference document" with all the information you'll need repeatedly:

  • Parent's full legal name (as it appears on insurance)
  • Date of birth
  • Insurance information: carrier, policy number, group number, member ID
  • Medicare/Medicaid numbers if applicable
  • Current medication list with dosages
  • Primary care physician name and phone
  • All specialists with contact information
  • Pharmacy name, phone, and address
  • Emergency contacts (including yourself)

Having this document saves significant time during every call.

Let AI handle caregiver calls

KallyAI can schedule appointments and check prescription status on your parent's behalf.

Try KallyAI Free

Common Healthcare Calls and How to Handle Them

Scheduling Specialist Appointments

What to say: "I'm calling on behalf of [name], date of birth [DOB]. I'm their [daughter/son] and I'm listed as an authorized contact. I need to schedule a [type] appointment, referred by [referring doctor]."

Insurance Pre-Authorization

What to say: "I'm calling about a pre-authorization needed for [procedure/medication] for [name], member ID [number]. The ordering physician is [doctor name]. What information do you need from me?"

Prescription Refill Check

What to say: "I'm checking on a prescription refill for [name], date of birth [DOB]. I'm their [relationship] and I'm authorized on the account. Is [medication name] ready for pickup?"

Managing Hold Times

Healthcare calls are notorious for long hold times. Strategies that help:

  • Call early - Right when offices open (8 or 9 AM) usually has shorter waits
  • Avoid Mondays - First day of the week is typically busiest
  • Use callback features - Many systems offer to call you back rather than hold
  • Use speakerphone - Do other tasks while waiting
  • Batch calls - Group several calls for one "phone call session" rather than interrupting your day multiple times
  • Use AI assistance - Let KallyAI wait on hold for you

Coordinating Between Multiple Providers

When your parent sees multiple specialists, coordination becomes crucial:

  • Keep a master appointment calendar
  • Ensure each doctor knows about the others
  • Request that records be sent between providers
  • Follow up to confirm records were received before appointments
  • Bring your medication list to every appointment

Documenting Everything

Keep records of every healthcare call:

  • Date and time of call
  • Name of person you spoke with
  • Reference or confirmation numbers
  • What was discussed/agreed
  • Any follow-up needed

This documentation is invaluable when things go wrong or when you need to follow up weeks later.

When to Use AI Phone Assistants

AI phone assistants like KallyAI can handle many routine caregiver calls:

  • Scheduling and rescheduling appointments
  • Checking prescription status
  • Verifying insurance coverage
  • Requesting medical records
  • General inquiries

This frees your limited time for the calls that truly require your judgment and personal involvement.

Caregiver support starts here

Try KallyAI - Reclaim hours each week from caregiver phone calls.

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