Basic Phone Script: “Family Chiropractic, this is , may I help you with an appointment?”

Scheduling a New Patient: “NAME, we are so glad you called and we would love to get you right in. Do you prefer morning or afternoon appointment times? {Appointment Scheduled} …Wonderful, now to save you a bit of time at your appointment let me grab just a few pieces of information {name, phone number, location, direct to website for paperwork}… And lastly, who can we thank for referring you? …AWESOME…well we can’t wait to see you NAME and help with XXX!”
Scheduling the Next Appointment: “NAME, Dr. Smith needs to see you back in 4 weeks. I know you like this 3:00 time so I will put you down on XXX at 3pm.”

Patient Running Late: “Thanks so much for letting me know, NAME. Come on in, the doctor is running on time so you might have to wait a little bit as we work you in.”
Appointment Reminder Call: “NAME, this is Mary at Family Chiropractic, I’m calling to confirm your 5:30 appointment for tomorrow.”
YES. “Great, we look forward to seeing you tomorrow!”
NO. “Let’s get this rescheduled right away to keep you on track with your care… I have XX on XX” (BE SPECIFIC with a day/time… keep the lead)

Appointment Reminder Message: “NAME, this is Mary at Family Chiropractic calling to remind you of your scheduled appointment with Dr. Smith for tomorrow at 5:30. We look forward to seeing you.”

Always Early Patients: “NAME, we are so glad to see you today! It looks like we have your appointment down for about 30 minutes from now and we are running right on time. So, have a seat or, if you have any errands you want to wrap up before hand, feel free to do that!”

Walk-In Patient: “NAME, I am so glad to see you! Looks like it’s been about 6 months since we last saw you, GLAD to have you back! Let’s get you scheduled for an appointment right away, our next available is today at XXX.”

ANSWERING COMMON QUESTIONS #

Do I have to have x-rays? “It depends on what the doctor finds after he’s had chance to take your case history. During your first visit we can find out EXACTLY what you need and then discuss those next steps. So, lets get you scheduled… Do you prefer morning or afternoon…?

Do I have to have a lot of treatment? “We never prescribe anymore treatment than you need, NAME. Our biggest goal is to help get you well and keep you well, so your first appointment with Dr. Smith will be for getting to know you better and discussing the best options for you. So, let’s get that appointment scheduled right away… do you prefer morning or afternoon…?

How much does it cost? “NAME, our initial consultation with the doctor to discuss your issues is always complimentary. Based off of that conversation if you’d like to move forward with your first appointment that includes your initial exam and X-rays if needed, it’s ONLY $XX which we will donate 100% of to CHARITY NAME. So, let’s get you scheduled to help those headaches and CHARITY NAME. Do you prefer…?”

HANDLING COMMON OBJECTIONS #

How much does it cost? “NAME, our initial consultation with the doctor to discuss your issues is always complimentary. Based off of that conversation if you’d like to move forward with your first appointment that includes your initial exam and X-rays if needed, it’s ONLY $XX which we will donate 100% of to CHARITY NAME. So, let’s get you scheduled to help those headaches and CHARITY NAME. Do you prefer…?”

I need to cancel my appointment today, I’m too busy… I’ll keep the next one. “NAME, we totally understand busy schedules and therefore we always keep a couple of appointment spots open to accommodate our busy patients! Let’s just change that time today for you… let’s do 5 instead… and we will keep it quick.”

I don’t feel that chiropractic has helped / I feel worse after my last appointment. “NAME, I’m sorry to hear that you aren’t feeling better. It can definitely take time and some soreness is to be expected early on. BUT, I want to make sure you get the chance to talk to with our doctor about this. Let’s get you in today at XXX. IF NO: why don’t I have you hold on for a moment and I’ll grad the doctor to talk to you now.”

Patient missed appointment: call them RIGHT AWAY and follow the recall/react procedure (note: leaving the next AMS appointment is NOT the same as a reschedule. Keep them on their plan. “NAME, this is Mary at Family chiropractic. We had you down for an appointment today at XX. Calling to make sure we keep you on the path to feeling better… I can get you in today at XXX.”

Doesn’t want to make the next appointment: “I’ll just call you when I need it. / I don’t know my schedule.” “NAME, we really want to ensure that we keep you well! You tend to come in about every 4 weeks so let’s just get you down for 4 weeks from now and if for some reason that doesn’t work you can call me and move it around. This way you know it is there. We’ll stay with your 3pm time.”

I need to change my appointment (because…): “NAME, let’s get that adjusted to XXX time.” (If you are booked up at the time needed) “if you could get here at XXX time we would be able to squeeze you in. There will be a small wait as the doctor is running on time.”

This has gotten really messy with my insurance and I’m not paying this bill, cancel my appointments: “I’m sure sorry you’re having trouble with your insurance. Let me see what I can do for you. Let me connect you with (insurance/billing person) and s/he can help you.
If you are a one CA office: “I sure am sorry you are having trouble with your insurance. I absolutely want to help with that. Can I call you at XXX so I can give you my undivided attention?”