The Engaged, Empowered Consumer and the Innovative Approach to Healthcare
Date: August 22, 2015
Speaker: Jerry Durham, PT
The landscape of healthcare is changing. In the world of healthcare, customer service is often taking a backseat to productivity and payment. Reimbursement from third-party payers is dwindling, and out of pocket costs for patients is skyrocketing. Settling for reimbursement instead of being paid for the services you provided is something no other profession or business does.
Jerry Durham has become an authority on how to use use exceptional customer service as a way to have your practice succeed
Most independent physical therapy practice owners do not put enough attention into the front end patient (customer) engagement process. Thus the critical front-end business support practices are not efficient OR effective. Welcoming . . . marketing . . . selling your value . . . scheduling . . . collecting patient (customer) information . . . providing impressive customer service . . . showing you care . . . ‘it’s all about YOU’ . . . convincing patients (customers) to actually show up for their first expensive first appointment are ALL usually INefficient AND INeffective. Most practice owners wait for their physical therapists to create patient (customer) relationships and miss the opportunity to create patient (customer) engagement from the VERY FIRST CALL. Well - we can’t afford to wait. We must sell our UNIQUE VALUE PROPOSITION over the phone on the prospective patient’s (customers) very first call.
You will learn the principles and processes that will help your Call Center team sell your value to every person who calls your practice. We will discuss ways that your physical therapists can sell their incredible value and get paid each and every visit to reach the ultimate goal of having patients (customers) complete their intended plan of care and experience real Triple Aim value.
Join us for a one-day workshop (9am-5pm) on how to take your practice to the next level.
Course Objectives:
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You will learn the principles and processes that will help your Call Center team sell your value to every person who calls your practice.
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You will walk out with at least 3 ways to make Customer Service the focus of your practice.
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You will be able to lay the foundation to step Out of Network, and be paid appropriately
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You will learn at least 2 ways to sell your value to your clients outside of the traditional payer model.
Partnered with:
Lunch will be provided.
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