Dessert & LearnHow Your Telephone Is Costing You

NP’s & $1000’s Every MonthYour Name

Dessert & Learn

Use this slide to introduce yourself,

your company, history, etc

How Much Is A New Patient/Client Worth?

New Patient Should Be Worth At Least $1000 In The First Year

So Why Can’t Offices Get More New Patients?

What They Actually Capture

What They Don’t Even See

What’s The Missed Opportunity?

Issues With Your Phone• Dropped or Disconnected

Calls

Issues With Your Ability To Answer

• Calls That Go To Voicemail• Calls That Get A Busy Signal• Calls That Ring, Ring, Ring &

Caller Hangs Up Because No One Answers

• Fact: 87% of New Clients Who Call An Office Do NOT Leave A Message/Voicemail

Dropped or Disconnected Calls

•Occurs In Over 90% Of The Offices We Work With•Majority Of Docs/Staff Have No Clue It’s Occurring•Results Because Of A Poor “Hunt Sequence”

The Hunt Sequence

The Hunt SequenceEither Controlled By The Phone Company Or Controlled By Your Phone System Directly

90% Of Time It’s Not Working Properly

Where Is The Problem Located?2 Possible Areas:

With The Phone Company

Most Team Members Were Unaware That They Should Be Testing Their Hunt Sequence On A Monthly Basis & If Problems Seen, Alert Their Phone Carrier So They Can Reprogram The Correct Sequence

Where Is The Problem Located?2 Possible Areas:

With The Phone System Itself

Most Team Members Have Had 0 Training On How To Operate Their Phone System or How To Know When It’s Not Rolling Over Properly

Result? Dropped or Disconnected Calls Means New Patients Can’t Get Through To Make An Appointment

Solutions?

• Test Your Lines. Have Someone Talking On Line 1. Have Someone Call In On A Cell Phone & See If It Rolls Over & Rings On Line 2. Have Someone Answer That Phone. Caller #3 Should Then Call In & See What Happens. If Any Calls Get Disconnected/Dropped, Then You Know You Have An Issue

Solutions?

• If You Do Have A Problem• Start With Your Phone Carrier To See If They

Can Fix The Issue. Retest It After They Said They Fixed It (Many Times They Don’t Do It)

• If It’s Your Phone System, Then Hire A Phone Technician Or Whomever Set The Phones Up Originally To Come In & Test The Programming Of The Phone, Fix It, & Train The Staff On How To Do This In The Future

Result?

More New Patient Calls Will Get Through For You To Schedule Appointments

What’s The Missed Opportunity?

Issues With Your Ability To Answer

• Calls That Go To Voicemail• Calls That Get A Busy Signal• Calls That Ring, Ring, Ring &

Caller Hangs Up Because No One Answers

• Fact: 87% of New Clients Who Call An Office Do NOT Leave A Message/Voicemail

Missed, Unanswered, Get Busy SignalAverage Office Misses 40-50 Potential New Patient

Calls/Month

How Much Is A New Patient/Client Worth?

• 40-50 Missed Calls Per Month• Result: You Are Conservatively Losing $50,000 or More

Every Month & Don’t Even Realize It!• That’s Where We Come In To Bring These Type Of Issues To Light

That Costs You $40,000-$50,000 A Month In Lost Revenue!

Why?

• Poor Telephone Management•2 Actual Phones At Front Desk, One Person On Hold With Insurance

Company, One Confirming Patients For Next Day Means New Patients Can’t Get Through. Lines Are Tied Up

Why?•Understaffed, Not Enough People To Handle Volume Of Calls Received•Existing vs NP Conflict•Too Many Tasks Going On…•Calling On Friday, Saturdays & No One There To Answer The Call•Everyone In Office Takes Lunch From 1-2pm So No One Is There To Take New Patient Calls

Don’t Worry, It’s Not Too Late

Solution?

• If One Person At Front Desk: Hire A Second. If You’re Trying To Grow You Need To Have That Capacity In Place.

• Stagger Lunches: Someone Goes To Lunch From Noon-1pm, Someone Goes From 1-2pm. This Way, Someone Is Always There To Answer The Phone. Rotate Who Goes When Every 2 Weeks To Keep It Fair

• If Patients Are Calling On Fridays, Pay Someone To Be There At Least From 8am-1pm To Capture Those Appointments. It’s Worth The Investment

SOLUTION?THE OFFICE CELL PHONE

HOW IT WORKSYou Can Add A Cell Phone with Unlimited Calls and Texts To Your Existing Cell Phone Plan for Less Than $10/month. The office cell phone stays at the Front Desk or With Office Manager and can go home at night with one team member

THE INCENTIVEAny Patient Scheduled After Work Hours

Allows Your Staff To Earn Extra $

THE PURPOSE-Less Missed, Unanswered, Busy CallsFREES UP THE NP PHONE LINES:Confirm Insurance Benefits For Patients Using This. If On Hold & Main Line Phone Rings, You Now Have Freedom To Grab ItConfirm Patient AppointmentsCan Be Used To Answer After Hours Calls

SOLUTION

How Can We Reduce Missed Calls Even Further?

Patent Pending Missed Call Text Alert Feature

Never miss another new patient call again

Any Missed call will be texted To the office phone within 10 seconds

Why Not Email Alerts?

• Not In Real Time: Most Say They Get Them To Staff “With In The Hour”• Our Text Alert Happens Within

10 Seconds Of Call Getting Missed• Majority Of Staff Don’t Check Their

Work Email Except For 1 or 2 Times A Week At Most

Why Not Email Alerts?• Office Cell Phone Rings Like The Bat Phone So When Text Alert Hits,

They Know To Respond

Missed Calls By The Day

Day Of The Week Missed CallsMonday 0Tuesday 2

Wednesday 1Thursday 2

Friday 10Saturday 0

Missed Calls By The Hour

Time Range Missed Calls7am - 8am 48am - 9am 09am - 10am 0

10am - 12pm 012pm - 1pm 41pm - 2pm 82pm - 3pm 03pm - 4pm 14pm - 5pm 05pm - 6pm 26pm - 7pm 17pm - 8pm 3

12/1 - 12/8 12/8 - 12/14 12/15 - 12/21 12/22 - 12/280

5

10

15

20

25

30

Missed Calls By The Week

Missed Calls

What’s The Cost?

• If A NP Is Worth $1000 In The First Year Alone, Most Offices Are Losing A Minimum $50,000-$80,000/Month In Lost Revenue From Missed

Opportunities, Poor Staff Efficiency & Ineffective Marketing Mediums, Our

Monthly Fee Is Pennies In Comparison

What’s The Cost?• Starting At: $197/month

• Includes: Text Alert Feature, Missed Call Report Listing Missed Calls By The Hour, The Day

& The Week

What Else Can We Do For You?

• Standard Service: $XXX/month• Includes: List Data Included with this amount

We Can Track It All!• Platinum Service: $XXX/month

• Includes: List all services included under this price• Leave Doc Info on your big services

• Try to leave with them signed up for the $197/month Missed Call Feature at minimum to Get foot in door

• If Interest from doc, schedule separate presentation just for him on your other services and features of CT ROI.

Questions?