(office name), this is How may I help you? Identify the type of caller: 1.New Patient 2.Existing Patient 3.Vendor
(your name).
4. People who want to give you money 7. Sales call 8. Administrative call 5. Personal call 6. Other doctor
Patient describes problem...Well, you've called the right place. Dr. (name) can definitely take care of that for you! Asks about insurance...Absolutely. We even offer a complimentary benefits check on your first visit. Office hours...We have a flexible schedule and I'm sure we can accomodate yours.
Cost... It's difficult to estimate the cost before the doctor has had a chance to find out what treatment is needed. But we can offer you a complimentary consultation so the doctor can determine the specifics of your case, and estimate the cost before you incur any charge on that treatment. Directions...We're located at We are near (landmark). Would you ike me to email you directions?
MUST USE "How did you hear about us?"
Other transitions you can use in addition: May I ask with whom I am speaking? (so you can refer to them by name throughout the conversation)
When was the last time you were in our office? Existing Patient... Wonderful! Let's set up a good time for you to come back in. New Patient...Let me be the first to welcome you. Let's set up an appointment for you.
Would you prefer to come in Take note of their answer. morning? or _ (repeat day) Take note of their answer. (repeat morning or afternoon) Early Take note of their answer.
(day of week)? or
(day of week).
afternoon. ? or Late
(time) work for you? Would Once you have agreed to the appointment time, move into data capture.
SCHEDULED NEW PATIENT
NOT SCHEDULED
Great! May I have your name and your best contact number? Take note of their answer.
Great! May I have your name and a preferred number so I can follow up to make sure you found what you were looking for? Take note of their answer.
And your email address...so I can send you a new patient welcome packet. We just ask that you fill it out and bring it with you when you come in. Take note of their answer.
Okay, I've got you down for
(Repeat appointment day and time).
Don't forget to bring along any insurance information so we can do the benefits check for you. Do you know how to get to our office? See Questions/Transitions - Office Information section for response to directions. If your plans change for any reason and you can't make your appointment, , will you call me and let me know? once again my name is Terrific! Then we'll see you on
(day of week) at
(time of day).
EXISTING PATIENTS Be helpful, but move quickly. Don't be afraid to use your closing techniques if you need to set an appointment. Using the Dual Alternative Close could save 3-4 minutes per call. Don't let other calls go to voicemail, but come back to this one first if the new call is not a New Patient.
PEOPLE WHO WANT TO GIVE YOU MONEY This could be an insurance company or a patient looking to make a payment. Stick to business, move quickly. Don't let other calls go to voicemail, but come back to this one if the new call is not a higher priority.
OTHER DOCTORS Understand that your caller is very busy. Apologize if you need to make them wait. Don't let other calls go to voicemail, but come back to this one if the new call is not a higher priority.
ADMINISTRATIVE/VENDORS Stick to business, move quickly. Try to handle these calls for your Doctor to cut down on return phone calls. Don't let other calls go to voicemail, but come back to this one if the new call is not a higher priority. SALES CALLS Politely tell them that you are not interested in their offer and hang up the telephone. You don't have time for these calls. You could also tell them that your doctor only reviews written information and does not take sales calls. FRIENDS AND FAMILY These calls are a waste of time. You can let your tone of voice tell them so. You can ask if the call is an emergency. You can ask if the person can call them back when they are not working or at lunch. Don't let other calls go into voicemail, leave this one on hold as long as you want.