In the world of health care, the patient experience reigns supreme, and the phone is a key component of that experience. The initial phone call sets the stage — what someone experiences during that first phone call shapes their perception of your practice, ultimately becoming their reality.
Every person who calls, whether a potential or existing patient, needs to feel genuinely valued and that they are being heard. If they’re left feeling like a number instead of a valued patient, they’ll take their hearing health concerns elsewhere. Here are five tips for ensuring every caller feels appreciated.
1. Understanding Each Caller’s Pain Points
The person on the other end of the phone isn’t calling about hearing technology — they’re calling because they want better connections with loved ones and improved quality of life. Listen carefully. Ensure you understand their pain points and echo them back, so they know you’re listening and understanding. Most of the heavy lifting is done in this initial call. Once a patient feels you’re listening, you’ll get more opportunities to build this relationship.
2. Create Consistency
Everyone in your office should know the practice mission and main message. Consistency is key in creating a patient experience that resonates. Couple that with a compassionate understanding of the patient’s pain points and you’re on the path to a conversion.
3. Master the Art of Call Length
Striking the right balance in call length is an art. If you don’t pay attention, it’s easy to either be too curt or to ramble on. Too brief and you risk neglecting your duty to provide quality care; too lengthy and you may miss other calls or leave in-office patients waiting. Discover the sweet spot, typically five to seven minutes, and guide each call toward success.
4. Be Natural
A prospective patient can tell when you’re talking at them and not with them. Scripts and bullet points won’t cut it. Engage in genuine conversations, not scripted dialogues. Your natural empathy and sympathy will feel genuine, and that’s what will convert prospects into patients.
5. Gain Insight From Calls That Didn’t Convert
Analyzing calls that didn’t bring in a new patient or sell a product is a gold mine of actionable data. What was the opportunity? A prospective patient? A current patient that tested but then put off buying tech? Once that’s established, you can determine whether the office staff responded appropriately to the opportunity and at what point it was clear that the chance to set an appointment or make a sale was lost. Pinpoint when the chance for an appointment slipped away and you’ll have the knowledge to train your team accordingly.
Providing a remarkable patient experience over the phone is a honed skill. It can be developed, and more easily than you might realize. Contact Audigy today to speak to one of our professional-development experts — they can’t wait to help you maximize your patient opportunities!