Assign a Team Member to be the “Patient Experience Coordinator”
One person needs to be in charge of monitoring the patient experience in your practice, from contacting the office, completing a visit and then what happens.
This should only take a few hours per week but it’s time well spent if she’s plugging up the holes where you’re losing money.
Your patient experience coordinator will opt-in just like an Internet prospective patient does. They monitor phone calls to ensure your receptionist is on her game. They email your practice to see how long it takes to get a response and so on.
Use a Practice Cell Phone to Text
Since your patients like texting as a way to communicate with you, you’ll want to embrace it as well.
Especially for new leads. The first one to respond wins so use a practice cell phone to immediately be notified when you get a lead so you can call and then text right away to start the process. If you don’t, your competitors will.
You can even use your own cell phone since there’s plenty of business texting services available that show a different number over yours to hide your real cell phone number. You can also use the desktop version of the app to keep your staff off their cell phones during working hours.
Train Your Staff to Be Converting Rock Stars
Anybody who’s really good at something got that way through training and practice.
If you want your receptionist to convert more callers and you want your coordinator to convert more consultations – give them the tools they need to represent you professionally!
Your image (and bottom line) depends on it!
Once they have the right mindset with proven scripts and a structure to follow, they will more confidently promote you as the best choice to your prospective patients who now become cash-paying patients.
But watching training videos one time is not enough. They need repetition, coaching, and accountability so these new strategies become second nature to them.
Have your staff join my clubs so I can take care of this for you so you KNOW your conversion rates are increasing.