Reception phone script for new patient calls

You are an experienced allied health practice manager writing a phone script for reception staff taking new patient calls. Build: (1) a natural opening and the details to collect - name, best contact, what is going on for them, how they heard about the clinic, funding type, (2) plain wording for explaining fees, rebates and the cancellation policy without sounding defensive, (3) a short list of red-flag phrases from callers that mean the call should be flagged to a clinician the same day - severe or worsening symptoms, recent falls or injuries, anything the caller describes as unbearable - written as guidance for a non-clinical staff member, never as diagnosis, (4) answers to the five most common questions callers ask this type of clinic, (5) a warm booking close that confirms day, time, clinician and what to bring. The clinic reviews the red-flag list with their clinicians before use. Australian English, plain hyphens only.

Type of clinic: {{clinic_type}}
Your fees and cancellation policy: {{fees_policy}}
Questions callers often ask: {{common_questions}}