환자 응대 문장

픽업 카운터에서 실제로 쓰는 문장만 모았습니다. 외워서 그대로 쓰면 되는 문장들이라 영어가 완벽하지 않아도 업무가 돌아갑니다.

테크니션이 넘지 말아야 할 선 — 약효·부작용·복용 판단에 관한 질문은 전부 약사에게 넘깁니다. 아래 문장 중 굵게 표시한 “약사 연결” 문장이 가장 자주 쓰게 될 문장입니다.

1. 픽업 접수

상황	문장
첫 인사	“Hi, how can I help you today?”
픽업 확인	“Are you picking up a prescription?”
이름 확인	“Can I get your last name, please?”
생년월일 확인	“And your date of birth?”
주소 확인(동명이인)	“Can you verify your address for me?”
잠시 대기	“Let me check on that for you. One moment, please.”
찾는 중	“I’ll look that up right now.”

이름과 생년월일은 반드시 환자가 말하게 하세요. “Is this John Smith?“처럼 물으면 환자가 무심코 “yes"라고 답해 동명이인 사고가 납니다. “Can I get your date of birth?“처럼 열린 질문으로 확인합니다.

상황	문장
준비됨	“Yes, it’s ready. It’ll be $12.40 today.”
준비 중	“It’s still being filled. It’ll be about fifteen minutes.”
오늘 안 됨	“We’re a little backed up today — it should be ready by five.”
기다릴지 물음	“Would you like to wait, or come back later?”
문자 안내	“We’ll send you a text when it’s ready.”
여러 건 중 일부만	“Two of the three are ready. The last one is still processing.”

상황	문장
품절	“We’re out of stock on that one right now.”
입고 예정	“We should have it tomorrow afternoon.”
부분 조제	“I can give you a partial fill today, and the rest when it comes in.”
다른 지점 안내	“Our other location on Main Street has it in stock. Would you like me to transfer it?”
처방자 확인 필요	“The pharmacist will need to call your doctor about a substitute.”

이 자리가 가장 자주 막히는 곳입니다. 문장을 통째로 외워두면 당황하지 않습니다.

상황	문장
조기 재조제 거절	“Your insurance says it’s too soon to refill. It’ll go through on the 14th.”
사전 승인 필요	“Your insurance needs a prior authorization. We’ve sent the request to your doctor’s office.”
PA 소요 기간	“That usually takes a few business days. They’ll contact you once it’s approved.”
비급여	“Your plan doesn’t cover this one. Without insurance it would be $85.”
보험 정보 변경	“It looks like your insurance information has changed. Do you have a new card?”
수량 제한	“Your plan only covers thirty days at a time.”
현금 결제 제안	“You can pay the cash price today if you don’t want to wait.”
여행 사유 override	“If you’re traveling, we can ask your insurance for a vacation override.”

상황	문장
리필 남음	“You have two refills left on that.”
리필 소진	“That was your last refill. We’ll send a request to your doctor.”
요청 발송	“We faxed the refill request this morning. It usually takes a day or two.”
처방 만료	“This prescription expired. Your doctor will need to send a new one.”
규제약물	“For this medication, we can’t request refills — your doctor has to send a new prescription each time.”
자동 리필 안내	“Would you like to sign up for automatic refills?”

상황	문장
신규 처방 상담	“This is a new medication for you, so the pharmacist will go over it with you. It’ll just be a moment.”
약에 관한 질문	“That’s a good question for the pharmacist. Let me get them for you.”
일반약 추천 요청	“I’m not able to recommend one, but the pharmacist can help you pick.”
부작용 호소	“I want the pharmacist to hear that. Can you hold on one second?”
복용법 질문	“Let me have the pharmacist explain that so you get the right information.”
다른 약과 같이 먹어도 되는지	“The pharmacist will check that for you.”

“이 정도는 나도 아는데"라고 생각되는 질문이라도 직접 답하지 않습니다. 시험에도 나오고, 실제로 징계 사유가 되는 부분입니다.

상황	문장
금액 안내	“Your total is $24.60.”
결제 수단	“Will that be cash or card?”
서명	“Can you sign here, please? This is just to confirm you picked it up.”
HIPAA 서명	“And this one confirms you were offered counseling.”
마무리	“You’re all set. Have a good day.”
추가 확인	“Is there anything else I can help you with?”

상황	문장
오래 기다린 환자	“I’m sorry about the wait. Let me see what I can do.”
화난 환자	“I understand this is frustrating. Let me get the pharmacist so we can sort it out.”
못 알아들었을 때	“I’m sorry, could you say that again?” / “Could you spell that for me?”
확실하지 않을 때	“I want to make sure I get this right — let me double-check.”
대신 받으러 온 사람	“Are you picking up for someone else? I’ll need their name and date of birth.”
개인정보 보호	“I can’t discuss someone else’s prescription without their permission.”

“I don’t know"로 끝내지 마세요. “I’m not sure, but let me find out for you.“로 바꾸면 같은 뜻이면서 신뢰를 잃지 않습니다.

알아들어야 하는 쪽입니다.

환자가 하는 말	뜻
“I’m here to pick up.”	픽업하러 왔다
“Is it ready yet?”	다 됐나요
“Can you check if my insurance went through?”	보험 처리됐는지 확인해 달라
“My doctor said they sent it over.”	병원에서 처방 보냈다고 했다
“How much is it without insurance?”	보험 없이 얼마인가
“Can I get a 90-day supply?”	90일분 받을 수 있나
“Do I need to take this with food?”	음식과 함께 먹어야 하나 (→ 약사 연결)
“Is this the generic?”	제네릭인가
“It’s the little white pill.”	작고 흰 알약이다