Telemarketing can be an unsettling word for some. It evokes the days of yesteryear when family dinners were interrupted by phone calls and last names were mispronounced beyond recognition.
Forget what you thought you knew about telemarketing. In fact, forget the word ‘telemarketing’ entirely. At Consult YHN, we’ve turned outbound dialing into a service essential to the success of your hearing healthcare practice – Your Patient Contact Center (YPCC).
Through YPCC, our Associates have access to a highly-trained, professionally-managed workforce committed to patient communications and the success of the practice. YPCC’s patient contact specialists act as an extension of your practice, devoted to expanding your reach, securing appointments, and driving new and existing patients through your door.
Retaining current patients while effectively acquiring new ones should be an ongoing priority for every practice. Considering that 45 percent of patients will purchase their next set of hearing aids from a different practice – reinforces the importance of consistent patient outreach and follow-up.
Calling patients, whether it’s your staff or through our YPCC call center, is a beneficial process to implement in your practice for the following reasons:
1. Revenue-driving activity
On average, YPCC books 0.5 appointments per hour, and practices that use their service realize a net gain of 8-10 units per 40 hours of calling. At their competitive rates, your practice could pay less than $100 to book a qualified patient on your schedule. Through our Consult Database Program, 75% of appointments booked are through the YPCC efforts – with the average program yielding $11,400 in total revenue.
2. Keep consistent touchpoints with your patients
YPCC has developed carefully crafted scripts for each segment of your database. This ensures that the patient contact specialists are speaking directly to each patients’ individual hearing health journey.
3. Alignment with marketing activities
Sending just a letter or postcard to your database doesn’t cut it anymore. Making phone calls behind each of your marketing activities – and with consistent messaging – will better convert your warm leads into appointments. Multiple touchpoints help keep your brand top of mind or maintain “stickiness” in the minds of your patients. Additionally, a follow-up call behind a database mailer removes the work by the patient to act on a marketing call-to-action.
4. Outbound and inbound options
In addition to making outbound dials, YPCC also offers inbound options to help with call overflow or after-hours and weekend calls. This ensures your practice makes the most of every call and reinforces your commitment to excellent customer service.
5. Database cleanup
The health of your database will have a significant impact on patient retention. If you haven’t recently scrubbed your database for patients who have moved or passed away, then any other outreach to those patients is precious marketing dollars wasted.
6. Seamless patient experience
With full access to your practice management software, YPCC’s patient contact specialists schedule appointments on the spot.
Employing someone else to call patients on behalf of your practice puts more time back on your schedule so that you can focus on what you do best: helping more people hear well again!
The truth is patient contact centers have become a staple in the healthcare industry. Whether you are a small private practice or part of a hospital network, utilizing a contact center is a cost-effective way to retain patients and fill your schedule with appointments.
About the Author
Julia Shreckengast joined Consult YHN in 2015 and serves as Marketing Account Executive, providing support to Associates by managing creative projects and developing/executing marketing plans. Prior to joining Consult YHN, she helped promote the city of New Orleans as a member of the New Orleans Tourism Marketing Corporation. Julia graduated Cum Laude with a bachelor’s degree in marketing from Tulane University.