LEVEL 1 TRAINING. New Pa3ent Confirma3on Call & Check-In with Melissa Marley CONFIRMATION PHONE CALL CONFIRMATION PHONE CALL

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Grant Robbins
5 years ago
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1 LEVEL 1 TRAINING New Pa3ent Confirma3on Call & Check-In with Melissa Marley CONFIRMATION PHONE CALL OBJECTIVE: To ul3mately reach the pa3ent through ac3ve conversa3on or voic and remind them of their appointment, give them a no3ce and call to ac3on on the ed video, and remind/call to ac3on to fill out their paperwork in order to increase their show rate to that appointment, allow us to begin the appointment on 3me, and feel more confident that the pa3ent KNOWS why they are there. CONFIRMATION PHONE CALL Day before NP Appointment PHONE call not No Answer, leave scripted message: Hi (Pa(ent Name), this is (CA Name) from (Clinic Name). I am calling to confirm your New Pa(ent Consulta(on here in our office tomorrow, (Day) and (Date), at (Time). If you haven t already, be sure to get that new pa(ent paperwork filled out before you come into the office, and if for some reason you will not have (me to do that, you will need to arrive 10 minutes early for your appointment to take care of that paperwork. If you have any ques(ons for us, don t hesitate to call us at (555) , otherwise we will see you tomorrow at (TIME)! Have a great rest of your day! Reserved. 1

EXPECTATION THREAD VIDEO The 1 st of a 3 part video thread series that is sent out prior to the new pa3ent appointment that addresses the following: 1. Head DC of the prac3ce introduces him/herself 2.

2 EXPECTATION THREAD VIDEO The 1 st of a 3 part video thread series that is sent out prior to the new pa3ent appointment that addresses the following: 1. Head DC of the prac3ce introduces him/herself 2. What the pa3ent can expect when coming in on Day 1 CONFIRMATION PHONE CALL WITH EXPECTATION THREAD VIDEO LEAVING A MESSAGE ON VOIC Hi (Pa(ent Name), this is (CA Name) from (Clinic Name). I am calling to confirm your New Pa(ent Consulta(on here in our office tomorrow, (Day) and (Date), at (Time). Be sure to watch for an that I am going to send you today that includes a video message to you from Dr. (doc s name). Also, if you haven t filled it out yet, be sure to get that new pa(ent paperwork filled out before you come into the office, and if for some reason you will not have (me to do that, you will need to arrive 10 minutes early for your appointment to take care of that paperwork. If you have any ques(ons for us, don t hesitate to call us at (555) , otherwise we will see you tomorrow at (TIME)! Have a great rest of your day! CONFIRMATION PHONE CALL WITH EXPECTATION THREAD VIDEO CONFIRMING WITH THE PATIENT ON THE PHONE Hi, is this (Pa(ent Name)?...Hi (Pa(ent Name), this is (CA Name) from (Office Name) and I am calling to confirm you new pa(ent consulta(on here in our office tomorrow, (DAY), (DATE) at (TIME).{(wait for her response)} Great! Now, I am going to be sending you an today that includes a video message for you from Dr. (Dr s Name), so be sure to look for that and watch that video before your appointment, ok?. {(wait for response)} Great! I also wanted to remind you that if you haven t filled out your new pa(ent paperwork yet, to please do so before you come in tomorrow, ok? {(wait for response)} Okay! Well, we look forward to mee(ng you, (Pa(ent Name), tomorrow at (TIME)! Have a great rest of your day! Reserved. 2

3 OBJECTIVE: To make the new pa3ent feel welcome and impressed, while taking care of the administra3ve du3es as efficiently and effec3vely as possible. GREETING Hi!, you must be (New Pa(ent s first name)! I m (Your Name), it s great to meet you! Welcome to our office, we have been expec(ng you for your New Pa(ent Consulta(on at (TIME). Reserved. 3

4 (If NP ed Paperwork) CA: I have your registra(on form right here, so thank you for ge\ng that to us (If S3ll Wai3ng on Paperwork) CA: Have you had a chance to fill out your registra(on form yet? If pa3ent is coming in from a source that involved a coupon, now is a great 3me to get that from them. CA: Did you also bring along with you the (internet coupon/referral coupon from(pa(ent)/ etc)? IF ADDITIONAL FORMS ARE NEEDED TO BE FILLED OUT: CA: I have another form for you to sign for me. The first is a HIPAA form that you sign at every new healthcare office, which discusses privacy of your medical informa(on. I just need your signature at the bo`om. (Female) CA: The second form is a pregnancy disclaimer. This is in case the doctor needs to take x-rays today, it gives us permission to take x-rays and states to the best of your knowledge that you are not pregnant. Sign at the bo`om. Reserved. 4

5 IF YOU NEED TO GET INSURANCE CARD (CAN BE DONE AT BEGINNING OR END OF APPOINTMENT) If you have any insurance cards with you, we can make a copy of them and check to see what the benefits look like in our office. WHEN THE NEW PATIENT NEEDS TO RESCHEDULE Remember to only give 2 OPTIONS Find a 3me available as soon as possible Get the paperwork from the pa3ent in the same 3meframe as if they were s3ll coming in the next day (=affirms to you they do want to come in) Send out the expecta3on thread video that same day as well (= can increase their value of wan3ng to come in) WHEN THE NEW PATIENT ARRIVES LATE FOR THEIR APPOINTMENT THE BIG QUESTION: Do you s3ll proceed with the exam? Proceeding with an exam when the pa3ent is late for the new pa3ent appointment can/will cause: 1. The team rushing through the Day 1 process and the delivery of the message can get lost 2. The pa3ent feels being rushed and isn t allowed 3me to process the informa3on 3. Likle to no transforma3on in the pa3ent = no increased desire to know more about their spinal health = higher change of them not returning for report 4. Your schedule with your ON TIME pa3ents the rest of the day is nega3vely affected Reserved. 5

6 WHEN THE NEW PATIENT ARRIVES LATE FOR THEIR APPOINTMENT A PROACTIVE STRATEGY!! If it is 5 minutes prior to the new pa3ent appointment 3me and they have not arrived yet CALL THEM and say this: Hi, is this PATIENT? Hi PATIENT, this is CA NAME at CLINIC NAME and, no worries, but wanted to make sure you are on your way and aren t having any difficul(es finding our office. This lets YOU KNOW: 1. If the pa3ent is even on their way 2. How close the pa3ent is to arriving to your office WHEN THE NEW PATIENT ARRIVES LATE FOR THEIR APPOINTMENT A PROACTIVE STRATEGY!! IF THE PATIENT RESPONDS AND IT IS IMPLIED HE/SHE WILL BE MORE THAN 5 MINUTES LATE FOR THEIR APPOINTMENT: Okay, well I see that you are going to be arriving later than TIME when the doctor will be ready to meet with you, so we have a couple op(ons. We have (me blocked out to see you, but because you will be arriving later than your appointment (me, we may not be able to complete the en(re exam today, so we can s(ll do it, but we MAY have to schedule a Part 2 of your new pa(ent appointment, and that is totally fine. The other op(on would be to finish the other paperwork we have at the office here today and then find a be`er (me that would work to do the actual consulta(on and exam. Got Ques3ons? melissa@theremarkableprac3ce.com MONTHLY Q&A CALL: 1 st Thursday of Every Month 1:00pmEST/12:00pmCST JOIN OUR FACEBOOK FORUM! Please us to join Reserved. 6

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Client Engagement and Loyalty with Social Media Eric D. Garcia, IT & Digital Marketing Consultant Conflict of Interest Disclosure: I have no relevant financial interest, arrangement or affiliation with