Overcoming Objections
Never Engaged
Never Engaged
I have no idea who you are or why you're calling
I understand and I’m happy to provide you with more information. Your insurance [payer name] has listed one medical seniors as your new primary care office. We're a doctor's office that specializes with patients on medicare. (If patients are still confused and hesitant to continue the call - “You may reach out to member services with [payer name] directly for more information on why we’ve been listed.”)
I’m out of town / snowbird
“When are you planning to be back in the area?”
I can schedule you around the time you will be back and then if anything changes, you can call us back.
I am leaving OMS and looking for a new doctor.
“What was the experience that you had?”"
"What made you decide to leave OMS?"
"I'd love to learn more about what happened that caused you to leave OMS?"
What is the snippet for our subject line/body of 1life note?
.peerteam (body)
Our daily call goal is:
90
(80 for never engaged)
I recently started with a new doctor already.
I am glad you were able to get in to see someone. How has the care been at the office that you currently have been going to?”
“What is one thing that you wish your new doctor’s office had?”
- advise patient since they are still assigned
I don’t have anyone to give me a ride
Your insurance company might offer transportation through your plan, you can give them a call and see if they perhaps offer transportation depending on the plan that you are on.” If patient already knows their plan does not - “We will send this over to our resource team and see what other options we have available for you.” (resource navigation team)
My provider left
"I can assure you we have other great/qualified providers available to see you and take over your care. Most of our in office providers familiarize themselves with each other's patients so they might have already heard about you. I would recommend giving them a chance, I can get you scheduled with [provider name here].”
For MA plans that are leaving OMS, what is the process?
- attempt to retain
-if unable, mark outside PCP
- Task eligibility box (1st of next month)
-unless it's your standard work, keep task
Which MSA's are having events and what are the events happening?
PHX & GA
PHX - Golf Event
PHX- E & W Bridgerton
GA- Hocus Pocus Prom
I don't need a PCP, I go to the VA.
I understand that you go to the VA. We serve a lot of patients who use one medical seniors for long-term primary care in addition to going to the VA. One of the benefits that complement this is that you can see other providers with shorter wait times.
If you could change one thing to take your current healthcare at the VA to the next level with your current provider what would that be?
I’m healthy and I don't need an appt right now.
"I completely understand , it's great that you're feeling well! The purpose of this visit isn't just for when something is wrong. It's a proactive check in that helps us catch anything early, update your preventive screenings, and make sure your health plan is on track. I’m going to take a look at the schedule to see when our next appointment is:"
I was never able to communicate with my careteam
Communication is very important to us which is why we had to change phone system to ensure all patients can reach a care team member when in need of anything such as medications, referrals and scheduling. You can reach us outside of office hours as well and we do have a 24/7 on call provider available to assist patients.
We also do have the patient One Medical app. This system allows our patients to communicate with the care team and self schedule if needed.
For CMS leaving OMS patients, what is our process?
- attempt to retain
-if unable, mark outside PCP, task eligibility box (.cms)
For the sprint, when we schedule, where are we putting the date that we scheduled?
Notes section on your sheet (OB only)
I've been with my Doctor's office for 20 years. I don't know who you are.
Here at one medical seniors we value strong relationships with our patients as well.
What is it that you like about the primary care provider that you’ve stayed with for [__ years?]
If you could change one thing to take your current healthcare to the next level with your current provider what would that be?
I don't understand why I need to come in
Yes, typically your provider wants to see you every 6 months to ensure we are being proactive and staying on top of your care. I can go ahead and get you scheduled for that 6 month follow up appointment.
If a patient has open gaps: Based on your last appointment, it looks like the provider wanted to follow up with you in [amount of time since last visit, example 3 months] and I was calling to get that scheduled. I have this [day/time] available, How does that sound?
I didn’t want an NP
I understand having a preference in provider type. Here at OMS, all MD/DO/NP/PA can treat, prescribe and diagnose our patients and manage their own panel of patients. What is the reason you were not satisfied with the NP? / What is stopping you from wanting to be seen by NP?
We have other practices and providers available and I’d love to offer you the opportunity to re-establish with another provider.
What are the three scheduling options in Nice/Dispositions?
Scheduled Never Engaged
Scheduled Open HCC
Scheduled Unengaged
How many huddles do we have this week?
5 , everyday this week