Can your medical front desk staff handle your marketing in their “spare time?” We advise against it. Time is difficult enough to spare, and digital marketing deserves the time and attention of someone with the right marketing expertise. Regardless, your front desk staff does play a key role in the success or failure of your […]
You and your team carefully screen all job candidates to make sure they’re a good fit. After a few weeks of medical staff training, your front office staff knows all about your specialty or your primary service lines, and they’re a big advocate for your practice or hospital. But if you think this is the […]
Wanted: Customer Service SUPERSTAR. It's the first phrase that should come to mind when you're crafting a Medical Scheduler job description. The person who answers the phone for new patients can make or break your organization. This is someone with the power to convert every new patient who calls—or to drive many of them away. […]
Every medical provider's office gets at least two kinds of “opportunity” phone calls (described below) that potentially mean new business. Unfortunately, most doctors, medical groups and hospitals are losing new patients and cases when the phone rings…and they don’t know it. Here’s what’s going wrong, and what do instead. We don’t mean to be unkind […]
[Marketing Minute Video Series] Healthcare Success CEO Stewart Gandolf interviews Senior Account Manager Janet Bowden. Marketing Minute from Healthcare Success features tips for marketing your medical practice or hospital. It’s a classic problem in a busy medical practice. Advertising gets the phone to ring. A new patient prospect is calling. And nobody told the front […]
Here’s a brief but important staff training lesson: Don’t let office efficiency overpower patient experience. Without considerable care, the negative consequences can have an enduring—and unwanted—downside. We encounter this often as we work with doctor’s offices around the country. On the surface the office appears to be well managed and highly efficient. The office manager […]
by Senior Consultant Lori Waltz I’d like share a brief marketing story that’s straight from the real-life medical world. It’s a little scary to think that this just might be happening in your own practice, but even worse, you might not know it. See if you can relate… The setting is a metropolitan suburb in […]
[Series Installment: How to Avoid the 7 Deadly Sins of Healthcare Marketing -- Deadly Sins #5: Inadequate Training, from the Healthcare Success Educational library.] Everyone in the office needs to understand how and why new patient inquiry calls are significantly different from the routine. Without preparation and training, seven out of 10 prospective new patient […]
Our Senior Consultant and Training Specialist Lori Ann Waltz just sent over another marketing success story, and you may be able to relate. This time Lori was off to Kentucky (birthplace of Abraham Lincoln). She went there at the request of a specialty practice that may have been one of “the best kept secrets” in the […]
We've noticed that the most successful doctors and executives that we work with are constantly hungry for new information. By any of various names, continuing education is part of their personal fabric, something to be exercised daily, if not hourly. But what providers and administrators do for themselves, they sometimes overlook providing the value of […]
Marketing Trainer Lori Waltz is something of a healthcare Road Warrior with a string of success stories and travel anecdotes. Here’s the scoreboard: She has helped over 1,000 practices and hospitals in her career, including 48 states, plus a few nearby countries and territories. Oops…only 48 states? It’s true. Lori has provided marketing training—about telephone/front desk […]
The general public, the news media and hundreds of primary care and pediatric medical practices are sifting through the Consumer Reports ratings that were widely circulated this month in Massachusetts. From a healthcare marketing perspective, the Boston Business Journal was quick to point out that some of the numbers aren’t flattering. Reading between the lines, we […]
