Getting your Staff Engaged

The reality is, some providers prefer to remain non-committal when referring to specialists, instead providing their patients with options and allow them to do the final choosing.  In some cases, patients know they need specialty care and bypass their PCP altogether.  Are these patients turning to the internet?  You bet.  Are the majority of them still picking up the phone?  Absolutely.  Armed with this knowledge, I had each of your offices contacted by potential “patients.”  I am happy to report that everyone was very friendly and polite.  But not one office converted  a “caller” to a “patient”.  The inquiries varied, but here’s a general summary of the conversations:

 

Caller:  “Hello, do you accept United?”

Your office:  “We sure do.”

Caller:  “Thank you!”

Your office:  “You’re welcome!”

 

I’d like to come  in and do a 60-minute workshop with anyone that handles your phone and/or email communications.  Here’s how getting your staff engaged can help you immediately:

 

Caller:  “Hello, do you accept United”

Your office:  Yes we do, are you calling for yourself? (ENGAGE!)

Caller:  “Yes”

Your office:  Would you like me to contact United and confirm your benefit coverage for you?

Caller:  “Yes, please”

Your office:  Great, How soon would you like to be seen?

Caller:  “As soon as possible”

Your office:  I should hear back from your insurer within 24 hours, we have an appointment available on Tuesday, would you like me to hold that for you while I confirm your benefits?

Caller:  YOUR PATIENT:  “That sounds great.”

 

There will be no cheesy scripts and no forced selling of your practice.  I will introduce simple strategies to help your friendly, professional staff take it up a notch, and GET ENGAGED!

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