New Patient Scheduling
New Patient Phone Scripts
Voicemail:
Hi (FIRST NAME), this is just (YOUR NAME) with Revive Upper Cervical calling because you requested our New Patient Special and I was just going to see if I could possibly help you out.
We do still have a little bit of space available for that promotion/special so... if you’d like to grab a spot call us back at 724-772-7060 so we can get you on the schedule.
I think I’ll also shoot you a text message here as well so be on the lookout for that.
Anyway, I hope you have an amazing day, talk to you soon!
Phone Call: If we call them
Good Morning/afternoon, this is (Your Name) with Revive Upper Cervical, is this (first name) ?
Hi (first name), I was just calling about the New Patient Appointment you recently requested… how are you today?
Respond in a natural way to what they are saying
…Do you have 2 minutes available right now so I can confirm a few of your details and setup(or confirm) your appointment?
Great!....(skip to next page)
Phone Call: If they call us
Follow phone script re: introducing yourself and getting their name.
Field NP vs established. Then skip to Phase 1
If they say they want NP app: I would love to set that up for you, I will need to get a few of your details and then I can setup (or confirm) your appointment, is that ok? great….
Phase 1: Finding Common Ground
Clarity - Understanding their perspective
So (First Name), I should probably start out by asking, how did you hear about upper cervical care and the Revive clinic?
If needed: Understood, and can I ask, what was it about (Conversation with friend, online videos, what they saw/read/heard) that inspired you to reach out to us?
Qualify - Understanding their issues and allowing them in to our worldEmpathize (Make sure you listen and respond to what they are saying. Example: “I’m sorry to hear that.” “That sounds terrible.”
ETC)
Phase 1: Finding Common Ground Continued
So tell me a little bit more about the (Problem) you are having, how long has that been going on for? (or, how long has that been an issue for you?)
What is your biggest challenge with (problem)?
Is there anything that has been bothering you, specifically?
Or Are you in pain? *Use logical follow up questions here
How are you currently treating the (problem)? Is there anything in particular that you like, or dislike, about it? And have you tried other treatments in the past? How did they work?
Do you mind me asking, is there anything specific that you are looking for right now in terms of a solution for this? And besides the obvious of (FIXING THE ISSUE THEY MENTIONED) are there any specific…I guess…best case scenario…dream outcomes you are hoping to achieve?
Listen and affirm their vision and let them know that you want to help them reach it. But at this point if you feel they would not be a good patient for any reason, be honest and let them know. Either refer them to another service, or our website for referral, or tell them you will have one of the doctors call them back prior to scheduling.
Phase 2: Transition
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?
Phase 3: Explain the Offer
(position and give clarity on what’s next, and then take them through next steps)
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.
Phase 4: Scheduling
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: {{contact.name}}
Phone: {{contact.phone}}
Email: {{contact.email}}
Reason: {{contact.reason_to_talk_to_doctor}}
Source: {{contact.how_did_you_hear_about_us}}
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