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Best Practice Phone Skills: COVID-19 & Beyond – Part 1

July 24, 2020 @ 9:00 am - 11:30 am


First impressions count.

You only get one chance to make a first impression and now more than ever, people will be calling your practice, looking for reassurance and support about the health. It is vital that your team members know the best ways to support each patient, as well as the practice.

Make sure you have the best people answering incoming enquiries regardless of how many times the phone may ring. If you are not handling those call enquiries effectively and converting them into booked appointments, all the time, money and effort invested is lost.

Rushed or flustered responses are a sure way to lose patients. Regardless of whether the front office is busy or not, you need to have protocols that will allow your team to effectively approach, handle and support these phone calls.

In this two-part course, we look at the value of a New Patient and outline the protocols that support the New Patient call right through to an appointment., We also look at the challenge of “telephone shoppers” and how to convert them in to New Patients. Remember, there is little benefit in putting protocols and procedures in place if they are not followed.

PART 1 (2.5 HOURS)
Protocols that support the New Patient Call

Understanding the value of a New Patient Call to your practice.
Ensuring each new patient who calls your practice feels like they are in “good hands” and answer their questions making them feel safe around the risk of COVID-19 and the practice.
Treating all patients and their health as a priority.
Ensuring the team supports one another at the Front Desk when responding to a New Patient Call.
When and how to use “On Hold” and “Voicemail” to support the Front Desk.
Handling the New Patient Call

Use empathy to align with the patient, particularly with respect to feelings of apprehension around infection control post COVID19.
Connect with the patient.
Build credibility and trust by asking the right questions and providing the right responses.

Use promo code ‘EOFY40LOT’ at the checkout and save 40% Off.


July 24, 2020
9:00 am - 11:30 am


Prime Practice
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