CBP 010: The Initial Phone Call - How to Convert a Prospective Patient Calling your Out-Of-Network Clinic- Interview w/ Jerry Durham – Part 2

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This episode is part 2 of my interview of Jerry Durham, co-owner of San Francisco Sport and Spine Physical Therapy who transitioned his 3-clinic practice completely out of network with all 3rd Party payors except Medicare. This part of our interview dives into the details of the initial phone conversation with a prospective patient when your clinic is not in network with any insurances. He goes into so many important details, I actually recommend listening to this one twice and taking notes if you are serious about transitioning your practice out-of-network. If you haven’t already listened to part 1 and would like to, click here.

(please excuse the audio quality issues between minutes 10-12… it improves!)

• The “three points of conversion” for any new patient

• Everything he has learned about optimizing the initial call from a prospective patient; especially given his clinics are out-of-network with all insurance

• The interview process they went through to find the best people to answer the phones, and the qualities to look for in applicants for this position.

• Three books he highly recommends for anyone in private practice.

• Key concepts about how to handle (and train employees to handle) the initial call from prospective patients when your clinic is out-of-network

• The concept of “Unique Value Proposition” and it’s importance to your clinic’s ability to survive, and your staff to sell your out-of-network services to prospective patients.

• “Needs vs Wants” in your prospective patients, and their importance in how you speak with them on the phone and how you guide that conversation.

• How to define your own “brand promises” and “unique value proposition”

• Why we are NOT selling Physical Therapy

• As an out-of-network provider, how do you respond to the “do you take my insurance?” question.

• San Francisco Sport and Spine Physical Therapy

• HireMojo

• To Sell is Human – Dan Pink

• Start with Why – Simon Sinek

• Barking up a Dead Horse – Tom Batchelder

• Entrepreneur Organization

• @Jerry_DurhamPT on Twitter

Click Here to learn how to start your own Cash-Based Practice

[Click to Tweet] Thank you @Jerry_DurhamPT for being an awesome guest on the Cash-Based Practice Podcast w/ @DrJarodCarter