Client Communication/Ops
How should a calendar event to a client be formatted?
Address client, recap issue/reason for call, include call back number and any other relevant information (TeamViewer, Point of Contact to ask for, etc). Client should receive a copy of event as well so include their email
What are three use cases for a bulk message?
Office closure, new services, moving locations, new hours, event announcement
What EHRs do we do automatic feedback only?
CounselEAR, Practice Studio
What do we need to be enabled in Review Wave in order for forms to write back into applicable EHRs?
1. Write back toggle ON
2. Fields linked to PMS
3. Verification token attached to forms URL in email/text
How would you best describe Mission Control?
Helps you keep the finger on the pulse for missed appointments, birthdays, new leads and more
How should a ticket for an issue be properly formatted? And what should it include?
Exact issue of what is going on, including specific examples (patient names, dates/times of appointments, name of campaign), steps you took to troubleshoot
A ticket should include TeamViewer, Unattended access, windows PW (if applicable)
What is auto-attendant and what are two ways to turn it on?
Manually in the conversations page or automatically based on scheduling hours
What are three use cases for a campaign (Excluding New Patient and Missed)
Keyword triggered campaign for information on event information or at-home exercises
Massage campaign with specific information on appointment (cancellation fees, etc)
Office tour/meet the staff video
Tag applied for specific type of appointment if they want to leverage patients for future bulk messages
Name 5 EHRs we write back appointments into?
ChiroTouch, Platinum, Genesis, Chiro8000, Eclipse, AdvancedMD, Kareo, Innate
What are our average results for feedback sent vs review conversion?
Every 100 requests sent we typically see about 5 new online reviews
If someone reaches out and wants to upgrade who does that go to?
Fabulous Account Manager Natalie
What are reactivations? How would you show value to a client on why they should use reactivations?
Automatic way to recapture patients who have dropped out of care. Asking how they are currently doing that? If they are calling you can ask how much time they spend doing that daily/weekly? Ours saves them so much time since its automatic and more effective
In most EHRs how far back do we pull historical appointments? And what appointments do we pull?
5 years and we pull their last appointment.
For Forms- what do we write back into ChiroTouch?
Selected demographics+subjective notes+PDF
What new feature was released this week? And what package(s) is it included in?
New Dashboard
Elite
Who do W9 requests go to?
What is the process for BAAs?
W9= G
BAA= Clients sign OURS. Once we receive their signed copy we send to G so she can sign and send back
If someone texts STOP to opt out how would they opt back in? What would not work to opt them back in?
Patient texts UNSTOP or START
Office can't opt them back in within settings since patient chose to opt out
What is the "Call to Action" step in campaigns for?
Will remind the office to follow up with the patient under Mission Control
For Forms- what do we write back into Genesis?
Selected demographics
Why is feedback just as important as new reviews, if not more?
Feedback keeps the finger on the pulse for how your patients are feeling. Reviews are a byproduct of the amazing experience they are feeling.
If Review Wave is down/lagging who do we contact?
Liquid Web
What are some reasons a message might fail (be red)?
spam triggers, short link, TOO MANY CAPS. Best is to talk like a human
What do we need to import appointment data via a CSV upload?
Minimum: Name, number and/or email, appt date, time, appt type
Bonus: provider, status,
Dr. Matt only sees Chiropractic appointments. His Massage Therapist, Michelle only sees Massage appointments. In their EHR though, they schedule ALL appointments under Dr. Matt.
What feature can we use to differentiate the availability for online scheduling?
Categories
What is the referral engine?
Portal/landing page to promote special referral offers (discounts, free consultation, etc)