Handling Patients at the Appointment - Video summary

INTRODUCING HANDLING PATIENTS AT THE APPOINTMENT

Watch this video to understand the goal of a consultation.

LESSON 01: INTRODUCING THE PROCESS

Watch this video to understand the differences between all 3 lines of consultation staff. Also, to understand the tasks and responsibilities of all 3 lines while appreciating the benefits of implementing this robust consultation handling process.

LESSON 02: UNDERSTANDING THE GOAL OF THE CONSULTATION

Watch this video to understand the goal of a consultation.

LESSON 03: IDENTIFYING YOUR BIAS

Watch this video to learn how sales is involved in every role and aspect of a healthcare business.

LESSON 04: UNDERSTANDING THE VALUE OF LEADS AND CONVERSION RATES

Watch this video to understand what a lead is, how to value leads, and how to calculate your appointment acquisition cost and your consultation conversion rate.

LESSON 05: FACING THE 6 CHALLENGES

Watch this video to understand the 6 big challenges that are present in every appointment.

LESSON 06: THE 3 GOALS OF THE CONSULTATION

Watch this video to understand more about the 3 goals of consultations: make clients happier, get the commitment and know about the presence of objections.

LESSON 07: THE 3 ACT CONSULTATION PROCESS

Watch this video to know the 3 biggest mistakes and understand all 12 steps of the consultation process.

LESSON 08: UNDERSTANDING TIMING AND SALES PROCESS BENEFITS

Watch this video to know your role in the process, and acknowledge the benefits of following a sales process.

LESSON 09: THE GREETING

Watch this video to understand the importance of an appropriate greeting.

LESSON 10: THE WARM UP

Watch this video to understand the importance of the Warm Up and learn how to do one well.

LESSON 11: THE INTENT STATEMENT

Watch this video to learn the purpose of the intent statement and how to communicate it successfully.

LESSON 12: THE DISCOVERY – EMOTIONAL QUESTIONS

Watch this video to understand the importance of the discovery in general and particularly with regards to the emotional questions.

LESSON 13: THE DISCOVERY – LOGICAL QUESTIONS

Watch this video to understand the importance of asking the logical questions that support emotional decisions.

LESSON 14: THE HAND OVER

Watch this video to understand the staircase of agreement and the goal of the information confirmation and hand over. As a patient liaison, you’ll do part of this. However, it’s very important the practitioner you work with also understands their role in this process element. You may want to share it with them.

LESSON 15: THE EXAMINATION

Watch this video to understand how to explain diagnostic tests and the 6 components of the credibility statement. This lesson applies mainly to healthcare technicians and practitioners, but it’s useful for patient liaisons to know how to do this as well.

LESSON 16: THE RECOMMENDATION

LESSON 17: REVERSE HAND OVER

This video teaches the practitioner how to hand over the patient to the patient liaison. As a patient liaison, you’ll do part of this. However, it’s very important the practitioner you work with also understands their role in this process element. You may want to share it with them.

LESSON 18: OPTIONS

Watch this video to understand how to present options efficiently and effectively without confusing the patient.

LESSON 19: HANDLING OBJECTIONS

Watch this video to learn the 6 steps of the Objection Handling Process and why price should be the very last objection.

LESSON 20: MONEY

Watch this video to learn how to become better at asking for money.

LESSON 21: ASKING FOR REFERRALS

Watch this video to understand how to ask for referrals and why they are crucial for the success of your business.

LESSON 22: COURSE SUMMARY

Watch this video to review the main points of the Handling Patients at the Appointment Training so that they are understood.