Personas
Hesitant and skeptical
•Build trust
•Be clear on who OSH is and why we are calling
•Share details on how we received their information
What is Distant
Helps to build trust and influences how what you say is perceived! Should be maintained throughout your call!
What is tone
Note: A positive tone should be maintained throughout your call!
KPI is an acronym for what?
What is Key Performance Indicators
A powerful software that enhances Greenway
What is Canopy
Helps cover inpatient care in hospitals, skilled nursing facility care, hospice care, and home health care.
What is Part A (Hospital Insurance)
Actively looking for a new provider and excited to speak with us!
•Be patient and listen to the prospect for their needs and concerns
•Utilize value propositions once learning their needs
What is Eager
Things about Oak Street Health that makes us different from other doctor offices. Things that we know make us stand out in people’s minds!!
What is Unique Value propositions
or
What is UVPs
[Total Login Time] - [Total Unavailable Time] / [Total Login Time] refers to what KPI?
What is occupancy
System use nationwide to verify eligibility
What is OneSource
Helps cover: Many preventive services (like screenings, shots or vaccines, and yearly “Wellness” visits)
What is Part B (Medical Insurance)
likely has multiple complex conditions.
•Focus on the 4 key messages and how we can support complex conditions
•Actively listen to their needs and make sure to talk about the way we can support specialty care, behavioral health and social needs
What is The specialty
Improves the level of satisfaction and assures the prospect that OSH values their patronage. Always a great way to gain trust by showing concern for their needs! Use their name and personalize your conversation!!
What is Building Rapport
[Total Calls Made] / [ Total Appointments Scheduled] refers to what KPI
What is conversion rate
This system ensures you are compensated. If you need time off you, this is a trusted advisor
What is Workday
Known as Part C
What is Medicare Advantage
Prospect is working on behalf of their clients or loved ones.
What is he caretaker
This behavior ensures the patient clearly understands what to expect.
What is welcome visit expectations
This metric allows you to see patient show rate
What is completion rate
This system is known as our Customer Relationship Manager or CRM
What is SalesForce
Helps cover the cost of prescription drugs (including many recommended shots or vaccines).
What is Part D (Drug coverage)
The caller says..
"What? I don't know what you are talking about, I didn't fill out nothing for no information!"
What is this prospects persona?
What is distant
This is considered a roadblock. Hurdle that requires resolution to move forward.
Raised by the prospective patient
What is overcoming objections
This metric allows you to see your rate to target
What is percent to goal
Everything is Everything with this tool. Need SOPs, protocols, call scripts and job aids? This tool has you covered.
What is the Everything Sheet
Extra insurance you can buy from a private company that helps pay your share of costs in Original Medicare
What is Medicare Supplemental Insurance
Or
What is Medigap