Build the Connection
What is the first step of the financial process?
Build rapport
What does “details or bottom line” mean in the 10-step process?
Present treatment clearly — full details or just bottom line, depending on patient preference.
True or False: “Close it today” means being pushy.
False — it means confidently helping the patient say yes while they’re motivated.
Patient says “I need to talk to my spouse.” What step do you go back to?
Step 3 or 6 — share excitement or repeat back response.
What weekday do we hold our synergy meetings to focus on department success?
Wednesdays
This step confirms the patient's understanding BEFORE discussing money.
Patient confirmation
Why is confidence important when giving a fee?
Patients trust confident communicators.
What’s the main purpose of using their own suggested payment amount?
It makes the plan feel personalized and achievable.
You sense a patient is nervous. What’s one way to build rapport?
Personal conversation, active listening, empathy
Which department makes sure no patient leaves without paying their portion TODAY?
DESK DIVASSSS!
True or False: Sharing excitement is only the doctor’s job.
False — it’s everyone’s role!
When repeating back a patient’s response, what are you showing them?
You’re listening and validating their concern.
When do you ask for a payment amount from the patient?
Before suggesting any programs.
Patient says “Can I just do the cleaning today?”
Discuss urgency, benefits, and same-day options.
Who famously says "it'll all work out?"
Dr. Bk!!!
Give one example of how to build rapport before presenting treatment.
Smile, use their name, ask about their day, ask about family, etc.
What tone should you avoid when presenting fees?
Uncertainty or hesitation.
Step 7 involves what key question?
Asking if they’d like to pay in full or fit it into their budget.
How would you adjust your tone when talking about cost to an anxious patient?
Calm, confident, and reassuring.
What is our office address and phone number? (BA CANNOT ANSWER)
507 N Hershey Road Suite A
(309)664-2288
How can you “share excitement” authentically?
Be confident about treatment, show enthusiasm, personalize the benefit.
Example scenario: Patient says “That’s too expensive!” — what’s your next step?
Repeat back, validate, and explore fitting it into their budget.
What’s the final step of the financial process?
Close it today!
Give an example of how clinical and business assistants work together to support these steps.
GOOD transfers/preheats, patient education, consistent phrasing
What are the 6 Heartland Core Values?
Achievement, Honor, Execution, Balance, Celebration, Collaboration