New Patient Scheduling (3 easy steps)
Step 1 : Initial Conversation
Goal: Take them from a inquiry to a more indepth conversation
If they call us: Follow phone script re: introducing yourself and getting their name, confirm they are looking to set up new patient appointment, and then transition with:
I would love to set that up for you, if you dont mind I just need to gather a bit of information first and then we can confirm the best time that works for you....
...skip to Step 2.
If you are calling a new patient lead:
Good morning/afternoon, this is (Your Name) calling from Revive Upper Cervical, is this (First Name)?
[Wait for response]
Hi (First Name)! You recently requested information about becoming a new patient, and I wanted to personally reach out and learn a little more about your situation and to see if we might be able to help, is now a good time?
[Respond naturally]
...I just have a few questions to get started and then we can go from there...
...skip to step 2
If leaving a voicemail:
Hi (FIRST NAME), this is (YOUR NAME) with Revive Upper Cervical. I'm calling because you recently requested information about our New Patient Special, and I wanted to personally reach out to learn a little more about your situation and see if our doctors might be a good fit for you.
We do still have a few openings available for this promotion, so if you'd like to reserve a spot, give us a call back at 724-772-7060.
I'll also send you a quick text message, so feel free to reply there as well.
Again, this is (YOUR NAME) with Revive Upper Cervical at 724-772-7060. I look forward to speaking with you soon.
Step 2 : Common Ground & Qualify
Goal: Understand their story, their goals, and if we can help.
I should probably start out by asking, how did you hear about upper cervical care and the Revive clinic?
What was it about (Conversation with friend, online videos, what they saw/read/heard) that inspired you to reach out to us?
Can you tell me a little bit more about that? (the reason they reached out)
How long has that been going on for? (or, how long has that been an issue for you?)
Any specific challenges you are having with (the problem) when it comes to your day to day routines?
(Make sure to listen and respond to what they are saying. Example: “I’m sorry to hear that.” “That sounds terrible.” ETC)
Are you currently treating with any other doctors for this, or have you in the past?
Lastly, if you dont mind me asking, are there any specific questions your would want to have answered when you meet with the doctors? or what would you like to see happen on your first appointment with us?
Note: Listen more than you talk. Take notes. Show empathy, and be an advocate for what they are trying to accomplish.
Patients should feel understood, and that you are here to help them, before you ever discuss the offer or go to schedule the appointment. If for any reason they do not seem like a good fit, defer scheduling to after a call with the doctors and then have the doctors follow up with them.
Well, this all makes sense to me! I definitely think we can help, because we help patients with (problem) all the time, that’s what we specialize in so…I definitely think it would make sense to get you on the schedule…But prior to doing that, can I ask…are you aware of the $21 New Patient Special we are currently offering?
Step 3 : The Offer and Scheduling
Goal: Give them vision for next steps and then walk them through them.
So (first name) the first thing you should know about upper cervical care is that it is customized for each patient, which means it is very gentle and the benefits tend to last longer as a result. To get you the best results I would definitely recommend the $21 New Patient Special.
The New Patient process is a 3 step process to determine what is cause your
problem and see if we can help you out:
Step 1 is to meet with the doctors and get a full clinical exam including an inflammation scan and 3D image of your spine. This will allow the doctors to determine the root cause of the (problem) that you have been struggling with. This first appointment usually takes around 30 minutes.
Step 2 will be your second visit, where you will sit down with the Doctor and go over all of the findings from Step 1, and most importantly, you will receive your first customized upper cervical adjustment in this visit as well. After that, both you and the doctors will come up with a plan of action that is custom for you, and this is typically reviewed on a third visit, which is step 3.
Does that all make sense?
Great! Well… at this point (first name), I think it would probably make sense to set you up with a file and confirm your first appointment.
Set up patient file (get email for paperwork and credit card for the $21 which we will process today to reserve your spot and can be used in the future for any payments)
OK…so we are pretty full right now due to this special but I think I can get you in with one of the doctors in the next couple days… I can actually squeeze you in on (ONE TIME IN THE NEXT 24 HOURS - USUALLY LATER TODAY) or (ANOTHER TIME A DAY LATER) - Do either of those work better for your schedule?
If the next opening is out past 2 days:
(first name) Looking at the schedule here, I’ve got some good news and some bad news for you...the good news is we still have time to get you in on the New Patient Special, but the bad news is that we are really booked up and nothing is available until (next available app times) due to its popularity...would either of those times work for you?
*Schedule the patient in the Calendar on the right, copy the same information ot the CoAction calendar on the left. After submitting both appointments, FullSend will be updated and the CoAction appointment will show up in the "Appointment Requests" section in CoAction! You will need to approve the request!
Closing Statement
Excellent. To confirm, we have you scheduled here for (INSERT DAY) at (INSERT TIME)..great. In just a second…I will be sending you a text with a link to our intake forms that you will need to complete prior to coming in for your appointment…so please check on that and let us know if you don't receive it.
And Do you know where we are located?
(Give directions) Other than that… Do you have any additional questions for me?
-- Answer questions, then end the call --
Great, we'll see you soon!
Frequently Asked Questions
What is your address?
8050 Rowan Rd. Suite #400, Cranberry TWP, PA 16066
Where are you located?
Our actual address is 8050 Rowan Road… in Suite #400.… in Cranberry Township… That is basically in the Rowan tower in Cranberry Township, right across the street from Rowan Elementary School on Rowan Road… and we will also text message you the address so you can just plug it into your phone…
Do you take insurance?
We are not in network with any insurance but will happily provide you with a superbill to submit to your insurance directly so that you can take advantage of any insurance benefits you may have… many of our patients do this and are able to get a god bit of the service covered
Do you take Medicare or Medicaid?
No… we do not work with Medicare or Medicaid … but we never turn away patients due to this and we have many amazing plans and financing options that work great for many of our clients in this sort of situation.
What ‘type’ of upper cervical technique do we practice?
All of our doctors are board certified in upper cervical, and some actually teach other chiropractors the Blair technique. Our doctors do a few different types of upper cervical procedures, but the Blair method is the primary method our doctors use.
What is the PEMF treatment?
PEMF stands for “pulsed electromagnetic field therapy”... and It basically works by sending electromagnetic waves through your body to heal and rejuvenate your cells. This strengthens your body naturally and safely… and is a completely painless therapy that all of our patients really love!
Hours of operations?
Monday - 12:00 PM to 03:30 PM, 05:00 PM to 06:00 PM
Tuesday - 09:00 AM to 10:30 AM
Thursday - 09:00 AM to 10:30 AM, 12:00 PM to 12:30 PM, 01:00 PM to 2:00 PM
Friday - 09:00 AM to 11:30 PM
How long does the appointment take?
You should expect to be here for about 45 minutes for this first visit.
Do you work with pregnant women?
Yes… absolutely… we work with women who are pregnant all the time… and as far as this special goes… the only thing that will be different is we won’t take CBCT Scan during pregnancy… everything else will be the same.
Is it a different type of adjustment? Or is it just standard chiropractic?
Yes, it is different.. There is no neck “popping” or “twisting” and typically… we only adjust one bone at a time. People who have any anxiety around having their neck adjusted tend to do well with this because the adjustments are not like traditional twisting chiropractic adjustments.
New Patient Scheduling Workflow
Patient Books Appointment
When the Patient or Patient Relations books an appointment online and clicks the link "Request Your Free New Patient Consultation" this workflow in FullSend will start.
Opportunity Created
In FullSend an opportunity will be created in New Lead Campaign (30 days)
Add Tag
FullSend will add a tag to the Patient's data for revive ucc list and new lead.
2024 New Patient Log
FullSend will find the 2024 New Patient Log, find the first cell in column C that says "Empty" and update the spreadsheet row using the data entered into the scheduling form.
Create or Update Opportunity
In Pipeline - New Lead Campaign (30days)
In Pipeline State - New Lead
Opportunity Name - ((user.name))
SMS to Patient
,that time should be available, but we do need to confirm everything via phone first for your New Patient appointment at . Please make sure you filled out the new patient forms before your appointment! https://www.reviveucc.com/np-intake-forms
Email to Patient
Template - New Patient Consultation
Click the "Email Example" button below to see one!
SMS to CoAction Texts
New Person Scheduled
Name:
Phone:
Email:
Reason:
Source:
Create or Update Opportunity
In Pipeline - New Lead Campaign (30 Days)
In Pipeline State - Office Appointment Scheduled
Opportunity Name - blank
SMS to Patient 1 day before Appointment
Hey , this is Dorissa with Revive UCC. Were you able to complete our new patient forms for your appointment? If not, here is the link to fill it out. If so, we look forward to meeting you tomorrow! https://www.reviveucc.com/np-intake-forms/
SMS to Patient 2 hours before Appointment
Hey , just wanted to reach out with a reminder of your appointment in a couple hours! If you need to reschedule here is the link, if not, we look forward to meeting you!
Email to Clinic 20 minutes after Appointment
Did this person show up for their new patient appointment?
Yes, they did show up
No, they did not show up
Yes, they did show up
Update Appointment Status
Update the Appointment Status in FullSend to Showed
No, they did not show up
Update Appointment Status
Update the Appointment Status in FullSend to No-show
SMS to Patient
Hey, we missed you today! If you would like to reschedule your appointment, please click the link below!
Patient clicked the Reschedule Link
Patient Rescheduled Appointment
Add to workflow - Reschedule NP Appt
Go to SMS to Patient 1 day before Appointment
Patient Rescheduled Appointment
Add to workflow - Reschedule NP Appt
Go to SMS to Patient 1 day before Appointment
Patient clicked the Reschedule Link