How do I make sure an inbound call about a big case does not get fumbled?
Debrief the whole team before the call ever comes in. After a large case presentation, sit down at your next morning huddle or staff meeting and walk everyone through where that case stands. The reason is simple. When that patient calls back, and they will, the call has to land with the right person instantly, your financial coordinator or office manager, not a front desk person guessing who handles it. A returning call from a fifteen thousand dollar case is too valuable to bounce around or get a confused answer. That is a dropped pass at the goal line. So name who owns the case out loud, make sure reception knows where to route it, and the whole team treats that inbound call like the live opportunity it is.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.