If your recare person is also greeting patients or answering
phones, they simply will not be able to get as many calls made. If
possible, move them away from the front to make these calls so
they cannot be pulled away from this singular task. If you need
them to cover more than one task while doing recare calls, then
logically they will not be able to make as many calls during that
hour.
3. Use other technology to help the employee.
Calls are very important, as patients should hear the voice of
things like emails and text messages will help. For most patients,
willing to schedule. Many times, patients hear the message but
don’t respond—but they might respond to a text or email.
There are plenty of services available to help with this and
should be included with the calls. Either way, we need to reach
out to them in whatever way that works in order to get them
back in the schedule, and this may not be the same for all patients.
Using a service for supplemental reminders takes some
of the pressure off the person making recare calls, especially at
times when your staff is spread thin and can’t devote an entire
hour to contacting unscheduled patients.
4. Make recare calls into a game.
Honestly, with everything we do at the front desk, recare and reactivation
calls feel like the absolute worst, which is why I think
CallForce. It is boring to continually pick up the phone over and
over again with very little validation in terms of people actually
scheduling an appointment. Most of the time you get a ton of
voice mails, and people who actually answer their phones are
likely to react negatively, ranging from everything to “I’m not able
to schedule an appointment right now” to “Stop calling me!”
-
lenge for your team, I guarantee the number of calls per hour
will go up, and possibly the number of scheduled appointments
will, too. After all, a team member who is in a good mood and
has a positive attitude about recare calls will ultimately be able
to schedule more calls than someone who is bored and unhappy.
Figure out how to make the process fun and rewarding. It is not
just about how many calls the team makes — it is also how many
patients schedule.
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