How many new patients do you lose at the front desk?
A poorly trained individual, regardless of their computer and social skill can inadvertently dissuade prospective new patients. Nothing personal. It's just that these days, your front-line person needs to have a far greater skill set than being quick to smile, organized and accurate on the computer.
Back in the day, the front desk CA was about scheduling as many new patients waving $100 deductible health insurance policies as possible. Today, far more difficult skills are necessary. Among them, having the ability to persuade a skeptic, reassure a nervous Nellie, convince an out of network patient and wave in a personal injury case.
Bottom line? Far too many chiropractors minimize the importance of a motivated, educated, well trained front desk team member. It is an essential requirement if you would like to help more people get well and stay well.
One of the earliest things I remember learning about chiropractic back in the 1980s is how it differs from medicine. Medicine, I was taught, focuses on the problem in the person. Chiropractic focuses on the person with the problem. I often come back to this simple axiom when I conduct my one-hour telephone consultations with [...]
Steve McClatchy, author of the book Decide, asserts that virtually every task can be divided into two categories.The Pain category includes those things that we have to do. If we don't, there is some type of unwanted consequence, either now or in the future. Taxes, patient documentation and filing are obvious examples.The Gain category are [...]
As the screens of countless digital devices vie for our attention, it's easy to overlook the importance of contemplation.Set aside some time to take stock. Close the door. Get a pad and pen and spend some time with yourself in uninterrupted introspection (in looking). Here are some questions you could choose to explore:When am I [...]
Many chiropractors don't enjoy the benefits of educated patients because they tend to teach rather than educate. Big difference.When you teach, you're attempting to induce behavioral changes by using words (outside in). If you're pointing, showing, describing or explaining you're probably teaching. In many instances (patient lectures come to mind), the teacher benefits more than [...]
Five things that suppress your new patient attraction: Social cocoon - If you're an introvert, rarely encounter strangers and don't "get out," it's more difficult to grow a practice. Great results - Assuming that your amazing technique or experiencing near instant relief will be enough to compel them to talk you up and overcome objections from their [...]
The customer (patient) may not always be right, but posting an unfavorable online review can influence countless others. A simple misunderstanding can be costly. Consider these potential landmines."It's our policy..." Of course you have policies. But you made them up. Be sure to explain that they have been created to "make it fair for all [...]
You've probably seen the bumper sticker: "Perform Random Acts of Kindness." Great idea. Except for the random part.It's the notion of randomness that prevents many of us from actually acting on this suggestion. More helpful would be substituting the word "focused" or "intentional" or "repeated" or "consistent" for random. Imagine only randomly performing a thorough [...]
While the actual mechanism of healing may not be fully understood, there is widespread agreement that it stops the moment the soul vacates the body. Thus, healing has a spiritual component; something it seems you'd want every patient to know and understand. Even D. D. Palmer, the founder of the profession saw chiropractic as having a [...]
"I'm a control freak." "I'm not a business person." "I'm hard to work for." "I'm not one of those philosophical chiropractors." These and other declarations are ways some chiropractors signal that they've become what someone else told them they were.Patients are handy at this too. "I'm a headache patient." "I have chronic low back pain." [...]