Creating an exceptional experience for your patients begins with their first impression of the practice, and when it comes to first impressions, your front office staff is front and center.
Did you know that 89% of patients decide whether they will set an appointment based on how the call was handled and how they were treated on the phone? The first impression given by your front office staff is crucial to the success of your business. When was the last time you invested in training for such critical members of your team?
One of the many benefits of being an Inner Circle member is access to services to support your practice and help to develop your staff.
E.D.G.E. with CallSource is a comprehensive, interactive training program tailored for the front office staff. This program was designed to help hearing healthcare providers & staff learn new skills to engage, discover, guide & empower when interacting with patients both on the phone and in person.
This 90 day, 3-part training program available for unlimited* staff members includes:
- Self-Paced Learning
- 45-day access to the E.D.G.E modules on phonakpro.com.
- Call Coaching:
- Call monitoring and 90-day call coaching with a professional coach from Call Source to focus on five main areas which impact call-to-appointment success. Call coaching also offers solutions for call handlers that promote instant credibility and trust from the patient.
- Marketing:
- Once the 90-day call coaching is complete, a marketing event provides the perfect opportunity to measure success. A database mailer and direct mail piece are included in this service to keep the phone ringing and give your staff the opportunity to apply their new skills!
*The E.D.G.E. modules are available for unlimited staff; Call Coaching is provided for up to 2 primary call handlers.
Not only can front office training enhance your patients’ experience, but properly trained front office staff can impact the bottom-line and support lead generation via marketing efforts. Inner Circle members have typically seen an 8-15% improvement in call to appointment conversion. Improving call conversion by even one appointment results in a greater ROI on your marketing. Using an average selling price per unit of $2,105 (the average reported on the 2022 Benchmark survey) that could be an additional $4,210 in revenue per marketing campaign. If you conduct 6 marketing campaigns per year, that’s an additional $25,260 in annual revenue.
With E.D.G.E you can promote staff engagement & development, improve the patient experience, help more patients to enjoy better hearing, increase your marketing ROI and capture additional revenue, all with one Inner Circle business service!
To learn more, visit the Inner Circle Dashboard “Marketing & Business Services”. Search “front office” and select Front Office Training [E.D.G.E. + Call Management]. Add to your shopping cart & confirm request for additional information.
