How We Use a CRM To Track Patient Follow Up Success

We call 300 patients weekly for the clients who hire us to convert their Unscheduled Treatment plans.

Below is a screenshot of the CRM we use to make 70-100 outbound calls a day. We use Pipedrive, as our CRM (Customer Relationship Manager) which serves as a sales tool to keep our Patient Specialists organized.  Each "pipeline" is for a specific client. Here we have Veron (aka Ron) connected with one of our clients.  You can see there are 6 stages:

1. Not Called:  For patients who we have reached out to but haven't talked to the decision maker because the call went to voicemail. We reach out once a week for about 6 attempts before moving them to the "Said No" column or waiting 1-2 months after.
2. Decision Maker Reached:  Here we have actually spoken to the patient, even if only for a few minutes.
3. Said Yes:  This is when they understand and agree to the treatment, but they haven't paid their 50% deposit.
4. Deposit:  This is when the deposit is received and at this point the patient is in the appointment book with the practice.
5. Treatment Completed:  This is when the patient has done their treatment for their first appointment and comes in for the appointment.  This is the goal!
6. Said No:  This is when a patient says they don't want to do the treatment or just says no to our follow-up calls.

You can see all the squares show the patient's name (blurred out, for privacy reasons) and the amount of the treatment which includes the Patient's estimated co-pay AND the insurance received (we don't include discounts offered by the practice). Within each deal is the breakdown below:

Here is where our Patient Specialists can call the patient quickly.

Summary:  In this part, we have the total value of the treatment.  If the treatment has multiple phases we break each phase into its own deal. (i.e. if Phase 1 was $2k and Phase 2 was $3k they would be two different deals because the timelines are different.) Person / Phone:  In this part, we can press one button and immediately call the number. This is how we can call 15-20 patients per hour (only about 15% pickup the phone) Notes:  

• In this section we have:
  • Treatment:  When the treatment is scheduled so we can check the dental software the next day to make sure it happened (i.e. wasn't changed at the last minute)
  • Calls:  We track each call and assign it to the corresponding number; the "8" in this picture means this was the 8th call.
  • Activity:  This is our next activity that is planned, such as follow-up in 2 weeks, 1 week, etc.
  • Notes:  We list notes if they paid or not.  We also upload data from Dental Intel and our client's dental software so we can include key information such as what the treatment is, costs, co-pay, phases, what doctor they met with, and other key details.  This way our Patient Specialists have the data they need quickly and available.

We use this CRM setup to upload 400+ patients for our Patient Specialists to call. This is done manually with our operations team and it takes a lot of hours, but we can get it done in a few days. Next, our Patient Specialists hit the phone! We can record calls with another software, called Loom, and share it with the client. Pipedrive creates reports based on calls per day and we can see how much treatment was completed in a week or a month. It's a simple system, and it works. Instead of a Treatment Coordinator spending 5-7 minutes just to make one call (which most likely leads to a voicemail), we can call a large volume of patients in a single day, and then report the success to our clients.  We know how to collect the deposit and schedule the treatment based on each client's individual needs. I help service businesses hire and train remote sales reps so they can make an extra $20k-$25k per month without writing SOPs and spending time on 90% of the hiring process and it only takes 90 days, book a call with me to learn more. www.winwinwitheric.com