Are You Letting 70% of Your PI Clients Get Away?
One of the biggest struggles for our clients in their PI campaigns is holding on to the GREAT PI Leads that we send through their door. After some pretty exhaustive studies, including talking with these patients that don’t come back after their first visit to the office, we have discovered one of the secrets that is making some doctors absolutely KILL IT when it comes to PI, while others are floundering.
What is the secret? It’s so simple you might laugh. These doctors are going out of their way to verify insurance during that first visit NO MATTER WHAT.
This means that if a patient comes into the office without having first opened a claim with their insurance – the doctor is doing it for them! In the cases where the claim needs to be opened by the patient themselves, the doctors are having the patient do that over the phone BEFORE the patient leaves the office that day. There are several reasons that this has a positive effect on the patient and keeps them coming back for more:
- There is nothing keeping them from being able to get their screening on that first visit. IF YOU ARE NOT AT LEAST SCREENING THE PATIENT ON THEIR FIRST VISIT TO THE OFFICE, YOU WILL LOSE THEM AS A PATIENT.
- The patient doesn’t feel as though their time has been wasted. Often, patients are taking time off of work or away from other responsibilities to make it to their appointment. They feel as though they have respected your time, but that their time has not been respected in return. They expect when they walk through your door that YOU will help them with their insurance, and that includes giving them a guiding hand when it comes to opening a claim.
- They have support for a call that might make them nervous. Most people have never been in an accident before, and they are nervous about their rates going up, or about being taken advantage of when they speak to their insurance about their accident. They need someone next to them who can help them answer questions that might stump them or better yet, someone to make that call for them.
- They feel as though you have gone out of your way to help them. This is HUGE in developing a loyal relationship with that patient. If YOU wont help them open their claim or verify their insurance, but the Chiropractor down the road will, who do you think they would rather go to?
But, what if they didn’t bring their insurance information with them to their first visit? That can be frustrating, but the best thing to do is to try to make sure that you are still verifying insurance on the same day, and this can be done by arranging for your team to call the patient later in the day at a time that works for them to retrieve the information. Imagine how you would feel if another business went out of their way for you in this way to make sure that you didn’t have to pay out of pocket for your treatment? There is no way you would go shopping for another provider after that.
Our research showed us that you could retain at least 70% MORE of the PI Leads that you see if you check their insurance on the first visit. When you consider that this is something you and your staff ALREADY have experience with, the extra time it might take becomes totally worth it.