The front desk staff is the ‘face’ of the practice; the first impression that callers have of the business. Your reception team will learn how to put their best foot forward through our customized training, coaching and implementation process.
Unlike resources that only provide front-desk training etiquette, as conversion specialists we also teach your reception team how to properly handle incoming inquiries from prospective patients to improve your conversion rate. The pre-decision selection experience begins here, and our approach focuses on the goal of helping callers with their need for information, with the objective of securing the initial appointment.
Specifically, in addition to standard front-desk procedures, we will teach your staff:
How to successfully secure the appointment with the incoming-inquiry caller
How to successfully obtain insurance information consistently prior to the consultation
How to identify other individuals, besides the caller, who have a role in the treatment decision
How to invite these other parties to the consultation in a way that encourages their participation
First, we use audio recording of incoming calls to assess your current incoming-call procedures and how the front desk currently manages duties with both existing patients and incoming inquiries.
We do not do ‘secret shopper’ evaluation work, as our interaction with your team members is based on trust and mutual cooperation.
Areas evaluated during this phase of our work include:
How callers are put on hold
For how long callers are put on hold
How inquiries are currently handled
How questions are handled
How effective your staff is at securing appointments
How your staff deals with irate callers
The length of time spent answering caller questions
Which questions asked by your front desk can be moved to the appointment visit
How your staff concludes conversations with incoming callers
Following the assessment, we provide your team members and doctors with a summary of strengths and opportunities, and design a post-evaluation training plan designed to permanently upgrade the skill-set of your personnel.
As with other members of your team, we begin the process with a one-hour training review session with the front desk staff via conference call. All handouts and learning materials are provided.
Following the training session, we have your front desk record incoming phone calls. We use these recordings to both preview the staff’s existing skill set prior to the training session, and then, following training, these recordings are reviewed bi-weekly with each individual participating.
Pre-Training Audio Assessment (Recorded)
Conference Call Training Event
Session 1: Bi-Weekly Recorded Review (30 minutes)
Session 2: Bi-Weekly Recorded Review (30 minutes)
Session 3: Bi-Weekly Recorded Review (30 minutes)
Session 4: Bi-Weekly Recorded Review (30 minutes
Session 5: Bi-Weekly Recorded Review (30 Minutes)
Session 6: Bi-Weekly Recorded Review (30 Minutes)
Final Report to Doctor – Recommendations Going Forward- Strengths and Opportunities (30 minutes)
6-month recorded retention assessment
9-month recorded retention assessment
12-month recorded retention assessment
Interim Report to Doctor
At the end of this process, we will have permanently upgraded the professionalism, procedures and interpersonal skills of the front desk, to include improving significantly their ability to influence the conversion rate of new patients.
Best of all, your satisfaction with the entire process is unconditionally guaranteed, and your doctor may cancel at any time with no further obligation.
Schedule a complimentary, no-obligation phone consultation with program creator and facilitator Landy Chase by clicking Here
Our staff and all three doctors agree that this has been the best consulting experience we’ve ever had. The coaching program and quality of content were fantastic and directly led to major improvements in our new patient process. The skills of our treatment coordinators and front desk have permanently changed for the better, and we’re seeing our treatment acceptance increase as a result.
Not only do I feel much more confident in presenting fees and handling objections, but I also have seen a significant increase in my case acceptance since working with Landy.
New to the position of treatment coordinator, I’ve found the closing skills material an extremely valuable training tool. It has enhanced my exams and my close rate continues to increase!
What a great day it was for all of us here! Your presentation was great and left us full of enthusiasm for getting the job done. It is such a wonderful resource to be able to call on you for help. These days, more than any other time, demand excellence in presentation and closing skills. I feel as if we well armed and ready to prosper! Thanks for a great day of learning and fun!
I am very much in favor of the typed AGENDA. I often feel that sometimes when we walk out to the reception area to get the patient for the ie picture/photo they just don’t know what is going to occur. I also feel that this conveys to them that we are very organized in every way. I firmly believe that patients/parents feel comfortable then they know what is about to occur at the appointment.
Thanks for allowing us to take part in this training. I learned a lot of informative information.
Will the value I receive justify the investment? Within your practice, the answer is largely dependent upon your ability to persuasively show your prospect that treatment with your practice is a wise business decision and investment. What a wonderful opportunity not just for our staff to improve our own skills. A true win-win day. I am so grateful to be a small part of this goodness. Thanks again.