Five-Star Telephone Techniques Program


First impressions are key. Your telephone staff are crucial in setting the stage for your patients' overall experiences. Additionally, demand for telephone communication is increasing, as patients try to avoid high deductibles and copays associated with an office visit. 

We've developed a comprehensive telephone communication solution to help you provide a positive, consistent experience at your practice! Our phased approach includes an initial assessment of current telephone service and metrics, a workshop to introduce our C.L.E.A.R. and H.E.A.R.T. Service Models, and follow-up consulting and ongoing mystery calls to maintain service gains. 

Assess:

  • Review of telephone data metrics (as available)
  • Preliminary mystery calls

Improve:

  • In-person workshop specific to telephone staff members

Maintain:

  • 30, 60, 90-day check-in phone calls with consulting team to determine what's working and what can be improved
  • Ongoing mystery calls to keep a pulse on service excellence