Your front office isn't the problem. The call has no system.
Get the complete Intake Call Toolkit: every P.A.T.I.E.N.T. question written out, the word-for-word 7-step script, and the scorecard to grade a recorded call today.
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What's inside the toolkit
Three tools your coordinator can pick up and use on the next call. No training day required.
The full P.A.T.I.E.N.T. questionnaire
Every question for all seven steps, written out in plain language. Purpose, Agitate, Transition, Intensify, Emphasize, New Opportunities, Transition to scheduling. Your coordinator follows the steps, not a script they recite word-for-word.
The word-for-word intake script
The exact opening that puts the caller at ease and hands your coordinator control of the call in three sentences. Includes the permission ask, the admission move, and the D.I.R.T. questions that get callers to open up.
The call review scorecard
Pull one recorded call this week, run it against the scorecard, and you will know exactly where the conversation breaks down. One call, one session with your coordinator. That's the whole assignment.
The three-level dig framework
Physical, Participation, Personal. Most coordinators stop at level one because nobody showed them where to go next. The toolkit maps all three levels so the call gets to what a patient actually hired you to fix.
The call isn't failing because of who's answering it. It's failing because nobody defined what the call is for.
People in pain are already calling you.
Give your team the system to answer them.
Free download. Use it this week. One recorded call is all it takes to see where yours is leaking.