Greeting & Introduction
What's the first thing you should say when answering the phone?
Hello/Hi/Good morning/Good afternoon, thank you for calling Eyesthetica, this is (Your Name), how can I help you?
A caller wants to make a follow up appointment. What three pieces of information must you collect?
Patient's name, date of birth, and reason for visit.
What payment plans do we offer?
Care Credit and Alphaeon
A patient calls wanting to cancel their upcoming appointment or surgery. What should you ask before scheduling?
Ask if they would like to reschedule first.
True or false: You do not need to ask the caller if they are okay with being placed on hold before doing so.
False - You must always ask if a caller is okay with being placed on hold and clearly communicate what you will be doing while they are holding.
A patient asks a medical/surgery question you cannot answer. What's the correct next step?
Explain that a different department would be best to answer their question, ask if you can place the patient on hold to reach out to someone, and request help in the appropriate chat.
True or false: We cannot share pathology results via voicemail.
True
A new patient calls asking about our services but says "I've called two other places and I'm comparing." What should you say to set Eyesthetica apart?
"That's great you are doing your homework. What sets us apart is the level of personalized care and expertise in the eyelids/face. We'll make sure your treatment plan is tailored specifically to your goals. Tell me a bit about what you're looking to have done."
Why is the first 30 seconds considered the "make or break" moment?
Callers form an impression almost instantly if they feel rushed or ignored.
True or false: It's okay to transfer a patient without explaining why.
False - Thank the patient for waiting, reiterate why you are transferring the call, and provide the name of the person you are transferring them to before sending over the call.
What are the bundled discounts we offer for cosmetic procedures?
2 SXs = $500, 3 SXs = $1000, 4 SXs = $1500
A patient asks for the price of an upper bleph and says "that's all I need to know." How do you maintain control of the conversation and still communicate value without sounding invasive?
Why is it important to smile when answering the phone, even though the caller can’t see you?
Because smiling reflects in your tone of voice and makes your speech sound warmer and more professional.
A patient is angry about a bill. How should you respond?
Acknowledge their frustration, apologize for any inconvenience, and ask for details so you can help/escalate if necessary.
A patient calls to ask a question to their doctor after surgery, but their MD is OOO. How should you proceed?
Reach out to the doctor on call for that day
How would you respond to a patient who says they want to speak to their spouse/family before scheduling?
"That's completely understandable that you want to speak with them first - it's a big decision. What questions do you think they might have? We can always secure a spot now so you don't lose our current availability and you can adjust it later based on your conversation with them."
You answer a call while you are checking someone in or waiting for a different call. What's the best way to manage both?
Explain the situation and either ask to place the patient on hold for 1-2 minutes (if it's a short task) or ask for their best call back number to call back asap.
A cosmetic new patient says they want to schedule with Dr. Samimi but don't want to wait until 2026 for the consultation. They say they are going to call other offices to see who can get them in sooner. How should you respond?
"Dr. Samimi is highly requested due to his experience and positive outcomes, so I understand your frustration with his availability. Would it be okay if I placed you on a brief hold to check with my manager to see if we can get you in sooner?"
A patient came in for a lower bleph consult but during consenting, the patient expresses concern over the cost after they were recommended 2 additional procedures. What two solutions can you offer?
1. Financing (CareCredit/Alphaeon)
2. See if they would like to continue with the lower bleph only instead of not scheduling at all
Another office offers lower fees (consultation, surgery) and brings it up during your call. How can you reframe the conversation to highlight Eyesthetica's advantages without bad-mouthing the competitor?
"Some offices may offer discounted services, but our patients tell us that they value the expertise and long-term results they get with us as eyelid and face experts. Would you like to hear how about doctor's experience and/or how we ensure safe and natural outcomes?"