Let’s face it. CAs have many more interactions with patients than the doctor does: on the phone, during check-in, during check-out, during scans, etc. In other words, CAs have many opportunities to either reinforce the doctor’s recommendations, drop the ball by saying nothing, or saying something that inadvertently keeps patients out of your office.
Are you confident that your CAs know the best way to handle the following scheduling excuses at the front desk:
“I’ll call you to set up my next appointment…”
“I’m going on vacation…”
“I don’t have insurance…”
“I can’t afford care…”
“I’ll need to base my care on my insurance coverage…”
What about when a patient calls to cancel an appointment because:
“I feel worse since my last adjustment…”
“I’m too busy…”
“I don’t have childcare…”
“I have car trouble…”
“I’m not returning for care…”
“My MD/PT has advised me to quit care…”
As you can imagine, whether or not a patient continues to comply with the doctor’s recommendations is primarily determined by how a CA handles these scenarios. The fact is, CAs make a tremendous difference, either positive or negative, on your practice volume, and the resulting collections.
How well do your CAs communicate the importance of adhering to their chiropractic care schedule? Do they inadvertently send mixed messages or clear responses that are congruent with chiropractic philosophy and your practice vision and objectives?
Do your CAs rely on chance-based communication where they basically roll the dice and cross their fingers for the desired outcome? A great illustration is asking patients: “Did you want to set up your next appointment?” An apparent pitfall, since it allows the patient to answer, “No.”
Think about your appointment tracking systems. Are they antiquated recall logs or do you have a system for keeping patients on their recommended schedule? Are your CAs empowered with effective reactivation scripts and tools to help those MIA patients return for care?
I’m sharing “Practice-Building Appointment & Recall Systems” for the May A.C.E. Chiro-Team Training course. Your entire team can access this online video presentation whenever it’s convenient for them as often as they need 24/7 NOW until the end of the month. We’ll cover the most up-to-date strategies on scheduling and patient tracking. Missed appointments waste three valuable resources in your office: time, energy and money.
Your CAs will be motivated to help build your practice when they understand what a huge difference they can make. I’ve run Dr. Tom’s successful Michigan practice since 1995, so I really do know what works–and what doesn’t. In this one-hour presentation (all you need is a computer…no travel expenses), your team will discover how what they say, what they don’t say and how they say it makes all the difference with your patients’ adhering to their recommended care schedule. I’ll be teaching your team:
- How to prevent missed appointments
- How to communicate the importance of appointments to patients
- The best scheduling techniques
- How to handle scheduling obstacles
- How to avoid unconscious sabotage
- How to decrease no-shows by 66%
- Effective recall strategies for both new and established patients
- How to ensure that your patients don’t end up M.I.A.
What would your practice be like if your CAs were skilled at keeping patients on their recommended care schedule? If you can see that it’s worth way more than an hour investment in time and the tuition of just $147 for your entire team to participate if you register as an A.C.E. member (or $227 for May only), then I urge you to register for this course today at http://kimklapp.wpengine.com/chiro-team-training/registration-options/.
This month’s PDF of course materials is almost 70 pages, and includes my Pat Responses for Appointment Obstacles, email scripts, mailings, AND MORE! All are downloadable in their original file format for easy implementation. **You will also receive a BONUS of Reactivation Call Scripts for inactive clients.** The sooner you register, the longer you will have access to this month’s online course 24/7. Register today to give your CAs the training, tools and systems to increase your practice success!
Thanks to these A.C.E. members for sharing what their practice gained from this topic:
“We have improved on patient call-backs and patient retention.”
“We have increased patient appointments with our new system.”
“We have really become aware of our scheduling verbiage. We’re probably 50% better and will continue to improve!”
“We have gone through our black hole list and are keeping it empty!”
“We have been tracking our new patients better and it’s working! People are keeping their appointments and our office visits are up!”
“Using some of the tips you mentioned, I got a patient who NEVER scheduled her next appointment to start scheduling!”
“I realized that even though we think we are doing a good job, there is a lot of room for improvement on how to communicate better with patients.”
“I learned excellent ways to respond to patients to explain how important their appointments are. Many patients have rescheduled more promptly because I’m better prepared.”
“Our visits have increased and missed appointments are dropping!”
“Our rescheduling numbers have gone up and our reactivations have also!!!”
“We are able to schedule patients out 4 weeks in advance with no problem!”
“Our team has improved on getting appointments rescheduled rather than cancelled.”
IF YOU’RE NOT HAPPY, I’M NOT HAPPY: If after participating in your first course, you decide that it wasn’t worth the price you paid, you’ll get your entire tuition back. There’s nothing to lose. Just notify Kim in writing within 7 days.
Now is a fabulous time to join; June has 2 topics: “Stress-Free Systems for Maximizing Insurance Collections” AND “How to thrill your doctor by turning Facebook into your automated new patient referral machine!” Click to view a schedule of all A.C.E. Chiro-Team Training topics. Plus, CAs who participate in all 14 core topics receive A.C.E. certification.
Rather than being overwhelmed at a weekend seminar, your team can focus on just one fundamental topic each month and identify their action steps for growth. Plus, your CAs will complete an A.C.E. Journal each month so that you can hold them accountable for their commitments.
This effective CA Coaching is just $147 for your entire office per month. Plus, the tuition includes the “Members Only” online Synergy Forum where your CAs can connect with other CAs to find out what other offices are doing to continually grow. Your CAs can access literally thousands of years of CA experience! This mastermind service is included with membership and is extremely valuable. Your CA’s questions will be answered…not only about this month’s topic, but about any issue that your office is currently facing…what is that worth? Join today.
PLUS: the monthly tuition also covers any one-on-one Q&A with Kim and/or Dr. Tom Klapp (in successful practice since 1980) that you need.
Membership in the A.C.E. Program is a no-brainer. Your CAs will become motivated and skilled at increasing the success of your practice. In addition, there are no hidden fees: no administrative fees, no cancellation fees, no duration requirements. You may cancel your A.C.E. membership at any time with just 15 days written notice. You stay and pay only as long as you’re happy with the return on your investment.
Your team will get lots of practical information with tools for easy implementation…you’ll see profitable results. Register now!