All new team members receive the necessary training when starting a new role. However, due to workloads and time constraints, we rarely revisit the skill sets and processes when offerings change or your practice services evolve, or to simply maintain optimum performance. This is especially true when it comes to the New Patient Call.
We all know how to pick up a call, answer a few questions and book an appointment, but we also know the new patient experience is so much more than that. It’s the first impression, a chance to build a relationship, to understand the caller’s needs, to provide a personalized level of service.
It is important to understand the whole journey, from the moment they complete a form on your website, to the quality of the email correspondence or ‘digital touch points’, to the phone call and lastly the scheduled appointment itself. This is the only way you will obtain a true reflection of the new patient experience from a lead’s perspective.
How does this work in practice?
The below program allows you to actively review the quality of the new patient experience from initial inquiry to scheduled appointment. In addition, the program provides you with the tools to implement improvements where opportunities are recognized.
We recommend setting aside time (at least once per year) to follow the simple steps outlined below, you can set your new and existing team members up for success.
- Schedule a ‘Lunch and Learn’ or team meeting session. Role-play scenarios, or if you have the facility, record a new patient call and using the Self Assessment Form (see an example below), ask individuals to assess the call.
- Share your ‘Definitions Document’ (see an example below) with the team.
- Rewrite call scripts if needed and get ready to elevate your new patient call experience!
- Add the ‘Definitions Document’ and updated scripting into your on-boarding and training manuals.
- It is vital that customer service standards are reviewed on a regular basis – aim to review your scripting and definitions document annually.
The self-assessment form is a great tool that allows your team to identify their own, as well as others, strengths and opportunities.
Handy tip: Ensure the forms are dated when completed which will allow a benchmark for future assessment scores.
Example: NPC Scorecard Self_Assessment
A detailed breakdown of the ‘what and why’ of each element of the call. This is to set the expectation and give your team the context on what should be delivered on the call, how to do it and why it is important.