Decompression Pros — #decompression

How many times do you receive an initial phone call from a prospective patient, and then never hear from them again? We’re betting it happens a lot. In our experience, far more initial phone calls can lead to patient conversions if your receptionist always incorporates key elements during the call. In this post, we provide elements to include in those first-time-caller phone inquiries that will help you increase your conversion rates. The first step in making the initial call more productive is to understand that just because someone is calling your clinic, doesn’t mean he or she has made a...

You’re probably not aware that your front desk staff is losing money—more money than you think. We have calculated that most front desk staff cost the average clinic $3,000 to $7,000 per month! Wouldn’t you like to put that monthly loss in your pocket? Lost revenue caused by front desk staff is due to poor or improper training, no established phone scripts, and/or the lack of regular performance reviews. All of these oversights are very common. The good news is that these performance issues can easily be corrected. Over the years we have put together our checklist of the 13...

It’s hard enough to build a decompression practice without losing money at the front desk and giving it away to a competitor. In an earlier post, we reviewed 5 ways your front desk is costing you money. Well, unfortunately, the list doesn’t stop there. Here are 5 more ways your front desk is costing you money that you should be aware of and may want to correct. 1. No One Answers After Hours. Have you thought about how many people might be calling for information or for an appointment after hours? The numbers might surprise you. Consider the average person’s...

Too many clinics overlook the fact that undisciplined and poorly trained front desk personnel are the cause of big revenue losses due to inappropriate telephone practices. In an earlier post, we discussed the first 5 of 10 commandments for front desk personnel telephone behavior that will save you big bucks here. In this post, we review the phone scripting commandments 6-10. 6) Thou shalt use thy call logs at all times. Call logs that are simple and easily completed will keep staff focused on the script and on the collection of critical information so that call performance is efficient and...

When was the last time you assessed the telephone performance of your front desk staff? Do you know how they are handling incoming calls? Do you know that they are more than likely costing you a lot of money? Time and time again, we notice that front desk personnel make common mistakes that lead to lost opportunities for clinic revenue. In most cases, the practitioner is completely unaware because they haven’t taken time to assess performance. In this post we list 5 ways your front desk staff is costing you money. 1. They are too Chatty. It’s great to be...