Why every call ends with two times
Every call ends with two times offered. Not a price, not a promise to call back, not 'let me know.' Say 'I have Tuesday at 2 or Thursday at 11, which is better?' An open question gives the patient homework and they go back to their search. Two times gives them a choice, and a choice is a booking. The desk should hear itself say it on every call, including the reschedule and the complaint.
The five scripts, four lines each
- The price shopper. 'Happy to tell you. For neurotoxin it is [your approved price], and the first visit starts with a short consult so Dana can tell you what you need rather than guessing. Are you hoping to come in this week? I have Tuesday at 2 or Thursday at 11.' Give the price plainly; hiding it is what sends the caller to the next practice.
- 'Do you do X?' If yes: 'Dana does, and the first step is a consult so they can see you in person. Mornings or afternoons?' If no: 'We do not offer that, and this is what we do for that concern,' then the consult. If the question is whether a treatment is right for the caller, the desk does not answer it; it books the consult. Confirm with your medical director what the desk may say about any treatment.
- The reschedule. 'Of course, let me move that. Is later this week better, or next week?' Then two times. Nobody leaves the call without a new appointment on the calendar; a reschedule with no date is a cancellation that has not said so yet.
- The nervous first-timer. 'That is the most normal thing to feel. Your first visit is a conversation with Dana, and nothing happens that you have not said yes to. Would a quiet morning be easier, or an afternoon?' No clinical reassurance from the desk; that is the provider's conversation.
- After a bad review or a missed call. 'I saw we missed you, and I am sorry. I would like to put it right. Can [owner] call you today at 4, or is 6 better?' Never explain, never argue, never offer a discount on the first call. The goal is a conversation with the owner, at a time the patient chose.
What to log after each call
| The call | Log in the record or CRM | Why |
|---|---|---|
| Price shopper | Treatment asked about, price quoted, booked or not, where they heard of you | Shows which ads and which prices bring bookings |
| 'Do you do X?' | The treatment asked for, even when the answer was no | Three requests a month for the same thing is a launch |
| Reschedule | The reason, the old date and the new one | Reasons cluster: a provider's day, a time of day, a service |
| Nervous first-timer | The concern in their words and the provider they were booked with | The provider reads it before the consult |
| Complaint or missed call | What happened, who is calling back and when | The owner's callback is on a timer, not a memory |
How to train a new coordinator in a week
- Day one: listen. Priya sits beside the best person on the desk and tags every call by type on a sheet. By the afternoon they can hear the five.
- Day two: role-play. The owner plays each of the five callers in turn, three rounds each, until the two-times close is automatic. Record the practice sessions; before recording patient calls, confirm the notice rules with counsel.
- Day three: Priya takes the price shopper and the reschedule live, with the trainer listening. Those two are the most frequent and the least risky.
- Day four: all five, live, with the log reviewed at the end of the day against the calls themselves.
- Day five: solo. The owner reads ten logged calls from the day and asks one question about each: did the call end with two times?
What to do next
NorthCore's Answer every patient solution runs these same five scripts on the calls the desk cannot take: on your number, into your calendar, with every call logged. Scoped in writing and covered by the promise on this site: results in 90 days, or we keep working until you have them.
