A potential new patient calls and is interested in scheduling an appointment. This patient, who has heard great things about your practice, is finally ready to straighten her teeth, and wants to know more about the clear aligner options you offer.
Sally McKenzie, CEO of McKenzie Management.Unfortunately, the team member who picks up the phone can't answer most of the patient's questions and stumbles through the call. The patient hangs up disappointed and ready to move on to the next practice -- not only costing you money, but also leaving your team member feeling frazzled and dreading the next patient phone call.
Sounds frustrating, right? Unfortunately, these types of scenarios happen in practices all the time. The good news is, they can be avoided. How? Provide your team members with detailed scripts. Scripts help ensure team members are never put on the spot and left fumbling for the right words during patient phone calls. They're prepared and know exactly what to say no matter the situation.
5 reasons
Now I know what you're thinking. Scripts take time to develop -- time you just don't have. Trust me, doctor, they're worth it. Not convinced? Here are five reasons to create scripts for your team members and how they can benefit your practice.
1. Scripts keep your messaging consistent
When patients call your practice, it's important for them to hear the same message no matter who answers the phone. Scripts ensure that happens, whether that means talking about a service you provide or explaining the importance of oral health to an overdue patient you're trying to schedule. Everyone knows what to say, how to say it, and when to say it, because they're prepared. This consistent messaging also improves patient education, which leads to increased case acceptance.
2. Team members are more comfortable talking with patients on the phone
The thought of calling patients with past-due accounts or talking to patients who are upset about a billing error can be pretty nerve racking for your team members -- especially if they feel like they just don't know what to say. Armed with a script, your team members will feel more confident during these calls, making them much less likely to stumble over their words.
3. Production numbers will go up
Case acceptance is down, so you've tasked team member Kara with calling past-due patients to help boost production numbers. If you provide Kara with the proper training and a detailed script, those calls will be much more successful.
The script should outline how to talk to patients about the importance of scheduling appointments and maintaining their oral health. Kara should also know to personalize the calls, noting particular areas of concern for every patient and then reinforcing the need for treatment based on information in the person's chart. This personalization shows patients how important it is to schedule recare visits, as well as how much your practice cares about their health.
Scripts are also a great tool for your treatment coordinator during follow-up calls. Not only will your treatment coordinator know exactly what to say to encourage patients to schedule, a script will help this team member tailor patient education to address concerns brought up during their case presentation.
4. You'll schedule more new patients
If your team members don't know how to handle new patient calls, I can guarantee you potential patients are hanging up the phone before scheduling an appointment. Scripts will help ensure team members never put up barriers to care by telling a patient "no" or "I can't." Instead, they'll have the information they need to answer any questions patients might have and get them on the schedule.
5. They'll improve collections calls
These calls can be awkward, but they don't have to be. A detailed script will give your financial coordinator the confidence needed to properly request payment from patients with overdue bills.
Remember these calls aren't meant to be confrontational. Your financial coordinator should have a helpful tone and work with patients to find a solution. This will get you paid faster without upsetting your patients.
Once you've developed your scripts, I suggest having team members read through them together. This will make them even more confident in their telephone skills and more effective during patient calls. To really improve your telephone techniques, remind team members to speak clearly, smile when they talk, and listen to what the caller has to say. It's also important for them to be natural over the phone -- no one wants to talk to a robot.
Scripts can benefit everyone on your team. They make team members feel more comfortable on the phone no matter the situation, leading to more new patients, increased production, and a more robust bottom line.
Sally McKenzie is CEO of McKenzie Management, which offers educational and management products available at www.mckenziemgmt.com. Contact her directly at 877-777-6151 or at [email protected].
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
