Phone Script

 

• Good __________, Alpha Spine Center, this is _ (Your Name) _, how may I help you?
• May I have your name please? (LOOK THEM UP IN CHIROTOUCH FD TO DETERMINE WHAT TYPE OF VISIT) If New Patient Go to NP Script.

EXISTING PATIENT:

• MAKE APPOINTMENT: Schedule under the Specific Doctor.
• I’m going to put you on hold one moment while I pull your file. (Check CHIROTOUCH-FD for when appointment is needed and the type of appt. needed – Regular checkup, Restart, Re-exam 1/2)

(Emergency, Member, or Non-Member: see Scheduling Call-in/Walk-in patients)

• (Patient Name), Do you prefer beginning of the week or end of the week, Mon. or Tues., morning, or afternoon, 9 am or 10:30 am? (Always give CHOICES)
• _ (Patient Name) _ We will see you at _(Time)_ on _(Date)

NEW PATIENT:

• How did you hear about our clinic? __________________________If a Patient: “Oh __ (patient’s name) __, has done wonderfully here.”

• First____________________________ Last___________________________
• Numbers: (Home) ____________________ (Cell) ____________________
• Email Address: ______________________________________
• Address: _________________________________________________
• City ____________________ State _________________ Zip _____________
• Birth Date _____/_____/_____ Male _______ Female _________
• Are you on MEDICARE?                     YES     NO
• And Mr./ Mrs. _ (Callers Name) _, Are you in pain due to an INJURY or ACCIDENT? (So, Sorry to hear that) ______ WHEN DID IT OCCUR? _________
• You will need to allow 2 to 2 ½ hours for your initial visit.
• Let me pull up the schedule and help you find a time that will work for you, can I please put you on hold for a second? A. Look up patient that referred them. If Promo- ask caller “What is your promo amount?”.

Appointment M T W TH F   Date ____________________  Time _____________ am  pm

• (Patient Name) _, Do you prefer beginning of week or end of week, Mon. or Tues, 8:30 am or 1:30 pm? (Always give CHOICES)
• (Patient Name) your appointment is on _(Date)_ at _(Time)_ with Dr. Salminen
• IF NO EMAIL PROVIDED – arrive 15 minutes early to fill out paperwork. Be sure to bring in your insurance information to your visit. (Auto: both auto & Health) (Patient can also print the Do you know where we are located? If no – give directions or have them. Go to our website and look them up @ alphaspinecenter.com)
• Download Forms: Home Page, select “Welcome New Patients!”, Select

QUESTIONS & ANSWERS FOR PHONE SCRIPT:

 

• HOW MUCH DO YOU CHARGE? The initial fee is between 750 – 950 (depends on what the doctor determines as necessary) which covers consultation, exam, x-rays, and first adjustment.
• DO YOU FILE INSURANCE? We do file insurance for you as a courtesy. They will in turn send you a check directly in the mail based on your coverage. (Offer a Gift Certificate if it is an issue, just get them in the door!)
• HOW CAN I FIND OUT ABOUT MY COVERAGE? It’s really simple, just turn your card over, call the number on the back and ask about your out of network chiropractic benefits.
• DO I HAVE TO PAY THAT ALL UPFRONT? I can break that into a couple of payments for you, which would ½ down and ½ in a month. We also take VISA, Master Card, Discover, and American Express.
• CAN THE DR. HELP ME? _ (doctor’s name) _ has helped a lot of people with condition. OR, that would be a great question for the Dr. There is no fee charged for the consultation with the doctor to discuss your condition.
• WHAT TECHNIQUE DOES THE DOCTOR USE? NUCCA is an acronym for The National Upper Cervical Chiropractic Association. It is a very gentle form of chiropractic. There is no popping, twisting, or cracking. We treat the most severe and chronic cases and get great results in a short time.
• *If someone is just calling for information make sure to get their name, address, and phone number so we can send them to patient information booklet and the letter as well as putting their information into our lead box.
• Do I have to have x-rays? that depends on what the Doctor determines is necessary to treat your condition.
• CAN THE DOCTOR USE MY X-RAYS? You may bring in any x-rays you have for the doctor to review at your appointment to see if he can use them.
• WHY DOES IT TAKE SO LONG? The doctor will spend time talking with you about your condition, determine if you are a candidate for care, and if so, treat you. This is a specific process, and the Doctor takes special measures to make sure the care is done just right.
• I AM ON MEDICARE, BUT THE GIFT CERTIFICATE SAYS IT DOESN’T APPLY TO ME, WHY? Medicare already has their own discount available to you which we honor.
• WHAT IS THE MEDICARE DISCOUNT? Bring in your Medicare card and we will see which discount applies to you at your first visit.
• STAY ON THE SCRIPT
• ONCE ALL QUESTIONS ARE ANSWERED:
• THEN SMOOTHLY MOVE ON TO THE NEXT PART OF THE SCRIPT

 

 

Excuse Eliminators: Education/Healing /Prevention

THAT’S A GREAT QUESTION FOR THE DR.

• Let me go ahead and schedule a regular appointment for you and you can talk to him about your concerns.

FEEL GOOD/BAD

• Remember, Dr. Salminen told you that you will have good days and bad days through this process. Therefore, if you are having a bad day, it doesn’t mean that this isn’t working for you.
• You don’t want to miss your appointment because you don’t want to start ALL over again, do you?
• Just because the pain is gone doesn’t mean your body is completely healed. Remember Dr. Salminen said that it is going to take MONTHS not weeks to heal.

SICK

• Did you know for me an adjustment helps kick my immune system back in, so it would be a good idea to keep your appointment?

PREVENTION

• Just like the dentist, who prevents tooth decay, we like to prevent bad things from happening, that’s why Dr. Salminen recommends maintaining wellness checkups.
• Salminen is very concerned about you and what could happen in the future if you don’t get this taken care of.
• We are not just treating you for what is going on right now we are preventing you from having degeneration/arthritis in the long run.

TIME

• Most Traditional Chiros must see their patients 2-3 times per week for many months. Dr. S. only needs to see you once a week for the 1st month, then get you out to seasonal checkups.
• It’s like when you go to the orthodontist, your teeth aren’t fixed in just one day, and it takes time.
• Consistency is very important to bring stability. If you miss your appointment, you will lose ground on healing your problem. I don’t want to see you have to start from scratch.

CARE PLAN

• If patient states, “I didn’t sign up for x-rays.” Response: Actually, you did Dr. Salminen went over that with you on the 2^nd day report when he reviewed your Care Plan. On your next appointment I will make sure the Dr. will go over that with you.

MONEY

• Salminen set up a care plan for you, which is affordable right now. If you don’t stick to that care plan it WILL cost, you more in the future.
• What can we do to help you get the care you need? We can break it up into payments. Have you talked with the insurance department? OR LAST RESORT – Have you talked to Dr. Salminen about your situation?

FEAR

• Salminen would not have accepted you as a patient if he couldn’t help you.
• Remember what the doctor told you – your condition will degenerate unless you follow through with the care that was outlined. That isn’t what you want, is it?
• Salminen will be very upfront with you if you need to be referred out. Make sure you mention your concern to him when you see him. What day of the week is best for you?