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How Much Is A New Patient/Client Worth?
New Patient Should Be Worth At Least $1000 In The First Year
What’s The Missed Opportunity?
Issues With Your Phone• Dropped or Disconnected
Calls
Issues With Your Ability To Answer
• Calls That Go To Voicemail• Calls That Get A Busy Signal• Calls That Ring, Ring, Ring &
Caller Hangs Up Because No One Answers
• Fact: 87% of New Clients Who Call An Office Do NOT Leave A Message/Voicemail
Dropped or Disconnected Calls
•Occurs In Over 90% Of The Offices We Work With•Majority Of Docs/Staff Have No Clue It’s Occurring•Results Because Of A Poor “Hunt Sequence”
The Hunt SequenceEither Controlled By The Phone Company Or Controlled By Your Phone System Directly
90% Of Time It’s Not Working Properly
Where Is The Problem Located?2 Possible Areas:
With The Phone Company
Most Team Members Were Unaware That They Should Be Testing Their Hunt Sequence On A Monthly Basis & If Problems Seen, Alert Their Phone Carrier So They Can Reprogram The Correct Sequence
Where Is The Problem Located?2 Possible Areas:
With The Phone System Itself
Most Team Members Have Had 0 Training On How To Operate Their Phone System or How To Know When It’s Not Rolling Over Properly
Result? Dropped or Disconnected Calls Means New Patients Can’t Get Through To Make An Appointment
Solutions?
• Test Your Lines. Have Someone Talking On Line 1. Have Someone Call In On A Cell Phone & See If It Rolls Over & Rings On Line 2. Have Someone Answer That Phone. Caller #3 Should Then Call In & See What Happens. If Any Calls Get Disconnected/Dropped, Then You Know You Have An Issue
Solutions?
• If You Do Have A Problem• Start With Your Phone Carrier To See If They
Can Fix The Issue. Retest It After They Said They Fixed It (Many Times They Don’t Do It)
• If It’s Your Phone System, Then Hire A Phone Technician Or Whomever Set The Phones Up Originally To Come In & Test The Programming Of The Phone, Fix It, & Train The Staff On How To Do This In The Future
What’s The Missed Opportunity?
Issues With Your Ability To Answer
• Calls That Go To Voicemail• Calls That Get A Busy Signal• Calls That Ring, Ring, Ring &
Caller Hangs Up Because No One Answers
• Fact: 87% of New Clients Who Call An Office Do NOT Leave A Message/Voicemail
How Much Is A New Patient/Client Worth?
• 40-50 Missed Calls Per Month• Result: You Are Conservatively Losing $50,000 or More
Every Month & Don’t Even Realize It!• That’s Where We Come In To Bring These Type Of Issues To Light
That Costs You $40,000-$50,000 A Month In Lost Revenue!
Why?
• Poor Telephone Management•2 Actual Phones At Front Desk, One Person On Hold With Insurance
Company, One Confirming Patients For Next Day Means New Patients Can’t Get Through. Lines Are Tied Up
Why?•Understaffed, Not Enough People To Handle Volume Of Calls Received•Existing vs NP Conflict•Too Many Tasks Going On…•Calling On Friday, Saturdays & No One There To Answer The Call•Everyone In Office Takes Lunch From 1-2pm So No One Is There To Take New Patient Calls
Solution?
• If One Person At Front Desk: Hire A Second. If You’re Trying To Grow You Need To Have That Capacity In Place.
• Stagger Lunches: Someone Goes To Lunch From Noon-1pm, Someone Goes From 1-2pm. This Way, Someone Is Always There To Answer The Phone. Rotate Who Goes When Every 2 Weeks To Keep It Fair
• If Patients Are Calling On Fridays, Pay Someone To Be There At Least From 8am-1pm To Capture Those Appointments. It’s Worth The Investment
SOLUTION?THE OFFICE CELL PHONE
HOW IT WORKSYou Can Add A Cell Phone with Unlimited Calls and Texts To Your Existing Cell Phone Plan for Less Than $10/month. The office cell phone stays at the Front Desk or With Office Manager and can go home at night with one team member
THE INCENTIVE
Any Patient Scheduled After Work Hours Allows Your Staff To Earn Extra $
THE PURPOSE-Less Missed, Unanswered, Busy CallsFREES UP THE NP PHONE LINES:Confirm Insurance Benefits For Patients Using This. If On Hold & Main Line Phone Rings, You Now Have Freedom To Grab ItConfirm Patient AppointmentsCan Be Used To Answer After Hours Calls
Patent Pending Missed Call Text Alert Feature
Never miss another new patient call again
Any Missed call will be texted To the office phone within 10 seconds
Why Not Email Alerts?
• Not In Real Time: Most Say They Get Them To Staff “With In The Hour”• Our Text Alert Happens Within
10 Seconds Of Call Getting Missed• Majority Of Staff Don’t Check Their
Work Email Except For 1 or 2 Times A Week At Most
Why Not Email Alerts?• Office Cell Phone Rings Like The Bat Phone So When Text Alert Hits,
They Know To Respond
Missed Calls By The Day
Day Of The Week Missed Calls
Monday 0
Tuesday 2
Wednesday 1
Thursday 2
Friday 10
Saturday 0
Missed Calls By The Hour
Time Range Missed Calls
7am - 8am 4
8am - 9am 0
9am - 10am 0
10am - 12pm 0
12pm - 1pm 4
1pm - 2pm 8
2pm - 3pm 0
3pm - 4pm 1
4pm - 5pm 0
5pm - 6pm 2
6pm - 7pm 1
7pm - 8pm 3
12/1 - 12/8 12/8 - 12/14 12/15 - 12/21 12/22 - 12/280
5
10
15
20
25
30
Missed Calls By The Week
Missed Calls
What’s The Cost?
• If A NP Is Worth $1000 In The First Year Alone, Most Offices Are Losing A Minimum $50,000-$80,000/Month In Lost Revenue From Missed
Opportunities, Poor Staff Efficiency & Ineffective Marketing Mediums, Our Monthly Fee Is Pennies In Comparison
What’s The Cost?• Starting At: $197/month
• Includes: Text Alert Feature, Missed Call Report Listing Missed Calls By The Hour, The Day
& The Week
What Else Can We Do For You?
• Standard Service: $XXX/month• Includes: List Data Included with this amount
We Can Track It All!• Platinum Service: $XXX/month
• Includes: List all services included under this price• Leave Doc Info on your big services
• Try to leave with them signed up for the $197/month Missed Call Feature at minimum to Get foot in door
• If Interest from doc, schedule separate presentation just for him on your other services and features of CT ROI.