It all begins with the initial phone conversation. Does your receptionist answer the phone, “Doctor’s office?” Not too warm, is it? How about something more like, “Welcome to Life is Great Clinic, my name is Nancy, how may I help you?”
The difference in the above salutations is huge. One is warm and welcoming and the other one is cold. Which office do you want to go to? First impressions mean a lot. You only have one chance to make a first impression. This is just the beginning in making a great impression on the new patient.
Make sure you get the patient’s name immediately. Use the patient’s name throughout the conversation. A name is very personal and by saying their name, the patient becomes more relaxed and feels more at home. If the patient says their name is Peter, do not call him Pete. If they introduce themselves as Mr. Smith, then address them as Mr. Smith.
Do not immediately ask the patient for their insurance information. This is very impersonal. Ask them about their medical problem and then tell them they called the right place. Our doctors are very gentle and see this problem a lot. Let them know they are in good hands. One of the reasons why patients cancel their appointments is fear. Fear of pain, fear of hearing bad news, or fear of a major expense. Handle these fears on the initial call. Don’t assume the patient called for an appointment, thus, they will keep it. You are being tested. They need to have confidence that they truly did call the right place, even if they were referred.
Then you can ask for the insurance information or any other personal history. Explain why you are asking these questions. Tell them in order to expedite their care, you would like their insurance information. This way all their benefits will be verified prior to the appointment and they will not have any financial surprises.
Next, just don’t say goodbye. End the conversation with, “Again, my name is Nancy and I will be here when you arrive, so if you need anything, please do not hesitate to ask me. I am here to make your appointment extremely comfortable.”
The initial phone conversation could make or break your relationship with the new patient. Put the patient at ease. Take the extra time to wow them over the phone. They might even refer another patient even before they come in for their appointment.
