Healthcare Practices, Turn Your Phone Into A Growth Machine
New book offers proven methods for securing appointments and expanding practice growth through smart use of your phone
Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice,
By Spencer Peller
Foreword by Dr. Hal Ornstein
The phone rings non-stop at your medical practice, and sometimes it seems like all you can do is put up with the incessant work it creates. Practice leaders struggle to develop proper phone strategies for staff but often give up before they've found the right ones. Sometimes, they simply move the phone answering function to a back room and try to ignore the noise.
But thinking that way is a mistake. Every day, potential buyers call your practice, and too often, experience poor customer service, which turns them away. Inefficient phone handling also frustrates existing patients and hurts patient retention. All told, poor phone management causes practices to lose much-needed appointments and revenue more often than they suspect.
Luckily, there's a way to turn this situation around. In "Own the Phone: Proven Ways of Handling Calls, Securing Appointments, and Growing Your Healthcare Practice," author Spencer Peller offers a detailed plan for phone improvement which can generate quick results for any medical practice. This includes in-depth instructions on how to set up office phones to your best advantage.
"The telephone is the lifeline of your practice," Peller says. "No matter what technology or medium exists today that allows patients to communicate with you and your staff, or how easy it has become for them to learn more about your practice from the Internet, the phone still sits front and center as the key ingredient in their doctor selection process."
Own the Phone provides high-level strategies to change the behavior of each member of your team and phone handling best practices that can be put in place quickly and easily (and made repeatable for everyone in the organization), as well as strategies for training.
It also includes invaluable ready-to-use phone scripts that can be used immediately to dramatically increase the value of each inbound phone call to your organization.
What's more, Own the Phone can be used by all members of your practice team, from the practice owner to the office manager, staff member answering phones and anyone else who interacts with the public, serving up solutions that work for everyone.
"Phone contact with medical practice staff members and managers does a lot to influence how current and potential patients see your practice," notes Nancy Collins, president and publisher of Greenbranch Publishing. "It's critical that practices seize the opportunity to build strong relationships with inbound callers, or they risk undermining their image and even compromising their business. Own the Phone is a key tool in achieving that success."
About the Author
Since 2008, Spencer Peller has been helping healthcare practices drive and convert more phone calls to booked appointments. As the founder of MyDoctorCalls (a cloud-based call tracking and recording system) and YesTrak (a revolutionary live agent answering service), Spencer has helped thousands of clients generate more revenues as a result of improving the way phones are answered. Get more information at www.yestrak.com |
