Philosophy
Who discovered chiropractic?
DD Palmer
What is the first question we ask someone when they want to make a new patient appointment with us?
How did you hear about us?
Healing begins with ____________.
The first interaction! Usually a phone call. SMILE, be excited, connect with them over the phone.
When someone has an issue with SKED that you cannot problem solve for them, what should you do?
Questions about x-ray, careplans, patient cases, or chiropractic should be referred to?
Dr. Gabe
What is the most important bone in the spine and why?
Atlas. Because it surrounds the brainstem. Every nerve that sends/receives messages exits from C1.
When someone requests to put their care on hold, what is our response?
One of our team members needs to audit your account and they will give you a call back shortly. Is there an issue or concern I can work out for you?
How do we greet people who walk into our office?
By first name!
If someone cannot make it to their appointments temporarily and wants to discontinue and "come back later" how should you handle this?
Respond with, "one of our team members will audit your account and look over things and we will give you a call back." Once the account is audited, we need to square up balance with them and SCHEDULE a follow up in 1 month to get them back to the office or reassess.
Questions about financials, marketing, team training, or protocols and procedures should be referred to?
Danielle
To help Pensacola and surrounding communities live happier, healthier lives through safe and affordable chiropractic care.
3 parts to a progress exam
Function
Feeling
EDUCATION (time + repetition = RESULTS)
1. Making appointments-- do you prefer morning or afternoon? This week or next week? I have X time or X time.
2. Closes on day 2--which option do you prefer, option A or option B? 5th or the 20th?
If someone really wants the care but cannot afford it, how should we handle this?
"Okay Mary, let me talk to Dr. Gabe and see if we can get the finances to work for you so you can get the care you deserve. Just so I can relay the information, what dollar amount can you afford each month?"
A dissatisfied customer should be referred to?
Danielle, give them my card or leave me a note to call them. You're response should always be, "I apologize for that, let me pass this matter over to my office manager and see how she can help you."
Name 3 effects of C1/C2 subluxations that someone can have?
GLOBAL effects throughout the body--because the brain stem sits here, any number of symptoms can be expressed.
Break down our day 1 evaluation fees for someone off the street (no discount) VS. someone who was a referral (50% off)
Consultation-free
Neurological evaluation- $35
Full set x-rays- $215 and $90 for referral
TOTAL: $250 OR $125 for referrals
What are some specific words or phrases we try to avoid with customers/practice members? Office or phone?
No, I don't know, we've never had this issue before.
If you're not sure what a policy or procedure is OR if you don't remember how to do something and a team member is not available--where can you look for answers?
Office Bible! (blue book)
Which special appointments take priority on the schedule?
New patients, PDR's, ROF's.
All other special appointments can be moved if the schedule needs adjusting. Communicate this with the PM when they come in! "Hello Mr. Jones, we had you on the schedule for ____today; however, we had a scheduling conflict so if it's okay--I'll move this to your next appointment? Thanks so much for your flexibility."
Name 3 reasons why we x-ray almost every new patient that walks into our office.
What is our late fee policy?
$15 after 3 days.
$50 after 10 days.
**UNLESS they communicate with us and need accommodations.
Where do we communicate things that are not appropriate for the front desk?
Slack or back office. No inappropriate conversations or gossip should be happening at the front desk. Personal issues, conversations need to be minimized and saved for team bonding or when the office is empty.
What information should ALWAYS go in the F5 box for a new patient?
Relevant info about PM, price that was told to them over the phone, whether they did or did not discuss 1st visit expectations with a team member, due dates, documentation for follow up calls.
Day 1 education
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