Performance & Talent Management Platform (TMP)

Continuous Performance Management to Drive Engagement & Results

VIP Patient Experience

PROBLEM

Healthcare professionals view customer service differently than the modern consumer and usually deliver an experience that is both typical and outdated. One of the reasons for this is healthcare professionals seldom come with and/or receive the ongoing 5 Star Commercial Customer Service, Verbiage and Presentation training required to create a patient experience that:

  • Innovates and “Wows” the Consumer
  • Speaks the Consumer “Language”
  • Places more Value in the Mind of the Consumer
  • Separates you from your Competition
  • Increases Revenue & Referrals
  • Increases Patient Loyalty
  • Much More

In addition, outdated consultant models force you to travel to their facility and/or utilize a come-and-go approach. These methods cost you valuable production time and produce a low return on investment, as all human beings require ongoing training to successfully change behavior and become great.

CONSEQUENCE

Failure to recognize and correct these problems negatively impacts both the consumer and the bottom line (case acceptance, conversion, revenue, referrals and more) of even the most successful practices. In addition, it has a direct impact on why consumers do not value dentistry as proven by the fact only 50% of consumers even visit a dentist (Source: Dental Economics). In the end, consumer demands have outpaced what most healthcare professionals are trained to provide.

SOLUTION

Our comprehensive 5 Star Customer Service Program elevates your patient experience by transforming your healthcare team into commercial customer service experts. This advanced customer service program has not previously been available to healthcare professionals. It trains your staff on the necessary commercial skillset that ensures your practice is the innovator and your patients see more value in what you offer over the competition. Therefore, increasing your case acceptance, revenue, financial conversion, profitability, and referrals. In addition, this training provides the ongoing training, accountability, consistency and repetition required to ensure change occurs and your staff thrives. Our new patient experience training is customized to the type of doctor you are and the practice you have.

Advanced Training Modules, Videos & Role Plays Include:

  • 5 Star Customer Service Training
  • 5 Star Presentation & Verbiage
  • 10 Step New Patient Experience (GP Practices)
  • 9 Step New Patient Experience (Ortho Practices)
  • Common Mistakes to Avoid
  • How to Achieve the Pinnacle of Customer Service
  • Sales Fundamentals 101
  • How to Overcome Common/Uncommon Objections
  • How to Remain in Control of a Conversation
  • Communication & “Taking Control” Protocols
  • Many More

Additional Options:

Receive the most from your investment by adding any or all of the following:

  • Audio Recorded Mystery Patients + Analysis
  • Monthly Webinar Training Sessions
  • Assigned VIP Coach “In-House” Training Sessions
  • CEO “In-House” Training Sessions ***Limited Availability***

Advanced Telephone Training

PROBLEM

Receptionists in healthcare seldom come with and/or receive the ongoing commercial training required to convert incoming calls into new patient consults at high-levels. This lack of ongoing training includes:

  • Five Star Customer Service
  • Five Star Presentation & Verbiage
  • Sales Fundamentals & How to Overcome Objections
  • Multi-Tasking & Time Efficiency
  • How to Remain in Control of a Conversation
  • Many More

In addition, outdated consultant models force you to travel to their facility and/or utilize a come-and-go approach. These methods cost you valuable production time and produce a low return on investment, as human beings require ongoing training to successfully change behavior and become great at their skill.

CONSEQUENCE

As a result, statistics prove that even the most successful practices lose at least three new patients per month because of how their phones are answered. This equates to a possible six-figure revenue loss per year for each practice you own. The unfortunate part is the fact many doctors do not believe they are losing this business (even when they are) so they continue spending money to increase new patient calls. Their front desk continues to lose conversion opportunities and this revolving door continues forever without them even knowing about it. This is proven by the fact that external marketing produces the lowest return of any marketing investment, yet remains the most invested in by healthcare practices.

SOLUTION

Our comprehensive front desk program places your front desk employees in a position of success by utilizing high-level commercial training philosophies not previously available to healthcare professionals. This advanced program ensures lost opportunities are converted into new patient consults by providing the ongoing commercial training, accountability, consistency and repetition required to ensure change occurs and your front desk staff thrives. In addition, our front desk program is customized to the type of doctor you are and the practice you have.

Advanced Training Modules, Videos & Role Plays Include:

  • Front Desk Statistical Analysis
  • 5 Star Customer Service Training
  • Common Mistakes to Avoid
  • Advanced Telephone Training
  • 6 Steps to Increasing New Patient Conversion
  • 3 Steps to Overcoming Price & Insurance Inquiries
  • How to Overcome Common/Uncommon Objections
  • Scheduling Efficiency Protocols
  • Communication & “Taking Control” Protocols
  • How to Turn a Script into a Philosophy Flowchart

Additional Options:

Receive the most from your investment by adding any or all of the following:

  • Audio Recorded Mystery Patients + Analysis
  • Monthly Webinar Training Sessions
  • Assigned VIP Coach “In-House” Training Sessions
  • CEO “In-House” Training Sessions ***Limited Availability***

Advanced Financial Presentation

PROBLEM

Treatment Coordinators did not attend school to learn the critical fundamentals of how to present financials to consumers, yet are trusted to perform that exact job inside the practice. In addition, they seldom receive the ongoing commercial training that is required to perform their job at high-levels. This lack of ongoing training includes:

  • Consumer Buying Tendencies
  • Five Star Customer Service
  • Five Star Presentation & Verbiage
  • Sales Fundamentals & How to Overcome Objections
  • How to Remain in Control of a Conversation
  • Interest Rate Knowledge
  • Soft vs. Hard Pull Inquiries
  • Many More

In addition, very few consultants have the commercial qualifications required to properly teach the above mentioned. Therefore, their coaching methods are outdated, as they do not take the buying tendencies of the savvy, modern consumer into account.

CONSEQUENCE

As a result, money is presented to patients the opposite of how 85+% of consumers make purchasing decisions. This lowers treatment acceptance even in the most successful practices; but more importantly, lowers financial conversion. Conversion defines your operational cash flow (money in hand now as opposed to over time) and practices with more cash flow have higher profitability and outperform their competition by wide margins.

SOLUTION

Transform your Treatment Coordinator into a Financial Expert with our Financial University program that provides high-level commercial training philosophies not previously available to healthcare professionals. This advanced program is proven to more than double your financial conversion (cash flow) as our clients remain more than twice as cash flow positive when compared to national averages. This program provides the ongoing accountability, consistency, education and repetition required to ensure change occurs and your Financial Expert thrives. Our Financial University Program is customized to the type of doctor you are and the goals you want to accomplish.

Advanced Training Modules, Videos & Role Plays Include:

  • Financial Expert Statistical Analysis
  • Three Steps to Increasing Case Acceptance
  • Three Steps to Increasing Financial Conversion
  • 5 Star Presentation Training
  • How to Overcome Common/Uncommon Objections
  • Three Keys to Identifying Consumer Buying Tendencies
  • Differences Between a Monthly Payment vs. Paid in Full Buyer and How to Present Financials to Each
  • How to Avoid the Consumer “Sticker Shock” Factor
  • Interest vs. No Interest Education
  • Soft vs. Hard Pull Education
  • The “Payment Calculator” Tool
  • “Taking Control” Communication Protocols

Additional Options:

Receive the most from your investment by adding any or all of the following:

  • Monthly Webinar Training Sessions
  • Assigned VIP Coach “In-House” Training Sessions
  • CEO “In-House” Training Sessions ***Limited Availability***

Hygiene Growth Program

PROBLEM

Hygienists attend school to be fabulous clinically, yet enter the practice environment where a commercial skillset is required to perform at high levels. In addition, they seldom come with and/or receive the ongoing training required to ensure they are in a position to succeed with the modern consumer. This skillset and lack of ongoing training includes:

  • Five Star Customer Service
  • Five Star Presentation & Verbiage
  • Coordinating Clinical Expertise with Quality Salesmanship
  • Expertise in Overcoming Objections
  • How to Remain in Control of a Conversation
  • Time Efficiency & Organization
  • Many More

In addition, consultants in the hygiene arena coach using aged methods that do not reflect today’s savvy, modern consumer. This occurs because most hygiene consultants have not been trained on the above mentioned. Therefore, they teach what they learned in healthcare, while leaving out the critical commercial components vital to the success of any hygiene department.

CONSEQUENCE

The failure to recognize and correct these problems contributes to countless amounts of lost opportunities as it causes patients to see less value in their treatment plan (and in your organization). Therefore, resulting in lower treatment acceptance, conversion, revenue, patient referrals and more.

SOLUTION

Our comprehensive Hygiene Growth Program places your hygienist(s) through high-level commercial training philosophies not previously available to healthcare professionals. This advanced program is proven to vastly increase treatment starts, production and patient referrals coming from your hygiene department. It also provides the ongoing accountability, consistency, education and repetition required to ensure change occurs and your hygiene department thrives.

Advanced Training Modules, Videos & Role Plays Include:

  • Hygiene Department Statistical Analysis
  • 5 Star Customer Service
  • 5 Star Presentation & Verbiage
  • “Secret Sauce” to Treatment Acceptance – Speak the “Consumer Language”
  • Communication Methods & Protocols
  • Overcoming Patient Objections
  • Photo & Patient Communication Protocols
  • Scheduling Protocols
  • Efficiency & Time Management
  • Patient Referrals & Testimonial Protocols

Additional Options:

Receive the most from your investment by adding any or all of the following:

  • Monthly Webinar Training Sessions
  • Assigned VIP Coach “In-House” Training Sessions
  • CEO “In-House” Training Sessions ***Limited Availability***

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