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 –…
I wanted to share some thoughts about our hiring approach for customer-facing roles. After reviewing our most successful team members, I’ve noticed something critical: while skills can be taught, the right personality traits are innate and far more valuable. Think about it this way – when a patient calls our office, they’re often anxious, uncertain,…