How your patients are treated over the phone has EVERYTHING to do with your patient retention and your bottom line.
Poorly treated patients are more apt to leave your practice and to post negative comments online. In 2016, 87% of patients reviewed online comments when making a decision which doctor to see. Considering that a 3% loss in patients can equate to over $150,000 in lost revenue, making sure your patients are treated correctly over the phone is more important than ever.
The only way to be absolutely sure how your patients are treated over the phone is for you to have an active telephone etiquette program in place. The good news is that they’re relatively easy to implement, if you know how. That’s where customer service expert and consultant, Mara Shorr, BS, CAC II-X, can help.
During a 60-minute online training session, Mara will walk you through exactly what you’ll need to implement and manage a successful telephone etiquette program for your practice.
Here are just a few of the step-by-step, practical, proven telephone etiquette tactics you’ll be able to add by ordering this 60-minute online training session:
- Head off negative online reviews with proven phone greetings
- Make patients feel welcome even when they have to be put on hold
- Calm down even the angriest patients successfully every time
- Key phrases that tell your phone staff it’s time to escalate a call
- Avoid phone HIPAA mistakes that can lead to your patient reporting you to the Feds
- Improve patient information collection accuracy and patient satisfaction
- Make sure your patient return phone calls never get missed again
- Proven policing strategies to ensure your phone etiquette plan gets followed
- And so much more…
Phone etiquette mistakes happen every day. Mara consults with practices that have her secretly call and act like a patient. Most of Mara’s clients tell her their phones are handled perfectly, and boy are they surprised when she submits her report.
Assuming your staff knows how to deal with your patients over the phone is a nightmare waiting to happen. Don’t leave it to chance. Order this online training today and get everything you need to improve your patient service and satisfaction, and boost your revenue.
Mara brings a decade of marketing and communications experience to her client. Her hands-on knowledge of working in a medical practice means she really knows how to identify the best solutions available.
Mara Shorr is also a partner and marketing specialist with a leading South Florida plastic surgery center and medical spa. She has firsthand knowledge on how to add ancillary services and products to medical practices successfully the first time, and shares her insider information with practices across the country.
Mara is also a founding member of the American Academy of Medical Entrepreneurs and an advisory council member of Zendy Health, and was previously a partner in a leading South Florida plastic surgery practice.
Promised one hour and ended on time! Good speaker, slides are a good outline.
Kept us engaged. Informative.