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The Patient Experience Matters
Introduction
Introduction (1:48)
Why the way you communicate is so important (8:58)
What you should Track in your Office (16:02)
Phone Training
Basic Skills and Etiquette (16:39)
The New Caller (33:06)
Other types of calls (8:13)
When the front office calls (17:39)
Scheduling Skills
Scheduling Principles (28:29)
Block Scheduling (14:34)
Hygiene Scheduling (20:00)
Giving Appointments (9:48)
Unscheduled Treatment (7:41)
Schedule Problems (32:10)
Staying in Touch with the Patients
Reminders (10:31)
Reactivation System (13:14)
Loyalty Programs (33:45)
Payments and Collection
Patient Balances and Discussing Money Issues (11:09)
Improving your collection (12:08)
Patient Service
Fundamentals of Patient Service (19:20)
New patient Journey (25:30)
The 4 different types of patients (6:31)
VIP Patient Service Excellence (37:46)
Treatment Coordination (12:52)
Patient Control (9:32)
Other Patient Experiences (17:32)
Key Moments of the Patient Experience (20:58)
How to stimulate referrals (6:43)
Patient Referral Script Step-by-Step (16:43)
How to get Convincing Patient Testimonials (17:36)
Patient Satisfaction Survey to improve constantly (17:05)
Upselling Strategy (9:06)
Patient Control and Communication
Basics of Patient Communication (22:01)
Active Listening (4:12)
What language to use for patients (23:40)
A simple idea on how to handle objections (3:25)
Why are patients unsatisfied (6:00)
The Angry Patient (21:21)
The Indecisive Patient (5:47)
Team Building
The difference between your Office Mission and Vision Statement (7:45)
Staff Meetings (29:46)
Team Building Activities (19:47)
Incentive Plans (25:05)
The 4 different types of patients
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