Let me ask you something that might feel uncomfortable: If I asked you right now about your clinic’s exact numbers from last month – leads received, appointments scheduled, show rates, and care plan conversions – could you tell me? Don’t worry if the answer is no. Many practice owners I work with initially couldn’t either.…
I wanted to share some important thoughts about our call scripting and why following it matters for both our leads and our ability to serve them well. Think of it like a doctor’s office – they don’t give medical advice over the phone before seeing a patient, because they know they can provide the best…
I have to ask… have you ever noticed that leads are more committed to decisions (like showing up to appointments) when they make it themselves? The reason why is this: a powerful psychological phenomenon that DIRECTLY impacts your appointment show rates. The key lies inside your time slots. The truth is that when leads can…
You are missing an important opportunity, and it lies inside self-scheduled appointments. Tell me, what does your initial contact with self-scheduled leads look like? Are they becoming loyal patients? If not, then you need to apply this strategy ASAP. Here’s why immediate follow-ups are critical to converting leads into long-term patients: 1. Psychology of Commitment…
I wanted you to be the first to know about our BRAND NEW Lead Handling & Call Scheduling SOP. This new process MAXIMIZES your chances of connecting with prospects and turning them into valued patients. Here’s why this matters: 1. Speed Wins: We’re making first contact within 5 minutes of receiving a lead. This rapid…
Thank you for your interest in the Customer Service Representative position at [Practice Name] and for taking the time to interview with us. After careful consideration, we have decided to move forward with another candidate whose qualifications more closely match our current needs. We appreciate your interest in joining our team and wish you the…
CANDIDATE EVALUATION MATRIX Core Competency Scoring (1-5 scale): Emotional Intelligence Empathy demonstration: __/5 Self-awareness: __/5 Emotional regulation: __/5 Social awareness: __/5 Relationship management: __/5 Subtotal: __/25 Customer Service Orientation Active listening: __/5 Problem-solving mindset: __/5 Patience level: __/5 Service enthusiasm: __/5 Conflict resolution: __/5 Subtotal: __/25 Professional Qualities Composure under pressure: __/5 Adaptability: __/5 Communication…
Here are targeted scenarios designed to evaluate emotional intelligence, problem-solving, and communication skills in action: Scenario 1: The Rushed and Anxious Patient Setup: “You’re at the front desk. A visibly anxious patient arrives 20 minutes late for their appointment, saying they got stuck in terrible traffic. They have an important meeting in an hour and…
Here are carefully crafted questions designed to reveal a candidate’s true personality, emotional intelligence, and service mindset: Empathy & Emotional Intelligence: “Tell me about a time when you dealt with someone who was very upset. How did you handle it, and what was the outcome?” “Describe a situation where you had to deliver difficult news…
I understand your frustration when patients who clearly need treatment hesitate to move forward with care. Having worked with hundreds of medical practices, I’ve found that the key isn’t just addressing objections – it’s fundamentally shifting how we communicate value to patients. Here’s what I’ve learned works consistently: 1. Lead with Empathy and Understanding –…