New Patient Booking - Cook Profitability Services

Cook Profitability Services offers a type of call center service that does not exist anywhere else. Most Call Centers simply take a message. We actually interview the caller, introduce them to the correct treatment for their situation, answer their questions and book their first appointment right into your EMR. We will take a deposit if required and then we then send any needed follow up email to make sure they arrive at your clinic ready for their first appointment. This is a long way from what a normal call center will do. What we offer is not really a Call Center but a team of New Patient Coordinators with a least 2 tiers of staff answering incoming calls, responding to messages through your website and booking new patients.

The reason we can do so much is that our Call Center is manned by mature, highly trained, well paid women who are extremely knowledgeable and experienced. This Call Center is right here in Texas with us, not contracted out to people in a foreign country, and are native English-speaking and we can handle Spanish-speaking clients as well. They are all HIPPA trained. Our staff go through an extensive call center/booking training program that lasts 2-4 weeks where they are trained, then closely supervised, and then mentored. We take your marketing and advertising efforts a step further by channeling calls and written inquiries generated through your ads and website right into our Call Center.

Doctors often don’t realize that new patient calls are getting jammed up in the phone tree or even when they do get through the person answering the phone just can’t take the time to fully inform the new patient and answer all their questions. Our staff can spend 20 or even 40 minutes on the phone getting a really good understanding of the patients needs and answering their questions. This results in lots of bookings and our clients see a lot more new patients after they start using this service.

We get to know your specific clinic. We learn all of the many details about the protocols, fees, services, providers, schedules, and EMR systems for your clinic and well document this information for our Call Center staff to use. If something comes up in a call that we do not know the answer to, we find out from the clinic and get back to the person. All calls are handled in a highly professional manner.

For a couple of years now we have been successfully booking for these clinics, in much higher numbers than they had ever experienced before. We are set up in their EMR systems and are able to set up charts and book patients for them with ease. Our HIPAA-trained Call Center personnel answer every call and follow up on all leads with calls and emails. Every call is tracked through our call tracking and recording system, which is fully encrypted and HIPAA compliant. Our Call Center offers:

Full-time, full coverage of phones to ensure that every call is always answered.
Calls are handled by highly qualified, mature, and responsible Texas women who handle the calls professionally. And all Call Center functions are all handled in-house, never contracted out.
Calls are given complete dedication and never rushed, put on hold, or interrupted.
Each inquirer is given as much time as needed to get all questions answered and to be fully informed of the process, fees, lack of insurance benefits, etc.
A considerable amount of salesmanship to skillfully guide the inquiring person into seeing the potential value of service and close them on starting services.
Careful and detailed tracking of every lead that comes in with consistent follow-up through emails and calls until each lead is either booked or retired.
Full coverage of the New Patient Coordinator function for a clinic, every single business day of the year. We deal with coverage for sick days or time off to ensure phones are always fully covered.

We learn your services, your protocols, and your EMR and we take calls from prospective new patients and then close them and book them right in your EMR. Then we follow up with new patient forms and inform your front desk of the booking.

There is no “message taking” and no passing people around. If we can’t close the inquiry, the person goes into our follow-up tracking system and the same person that they originally spoke to, who knows them and their issues, will follow up with appropriate emails and calls until the lead is either booked or gracefully retired. If a person makes it clear they do not want to move forward, we retire them immediately.

We run a very caring and elegant system that leaves prospective new patients feeling they have encountered someone special. And we always have at least 2 people trained for your clinic so we can catch every call as it comes in.

We get a very high closing rate due to our motto- “empathy, compassion, and care for the health of the patient”. We close a lot of patients because we don’t try to “close”, we just care about the person on the phone. Although there is some salesmanship involved, we never get pushy. We care for people and direct them to services that will help them to do better and feel better. As well, there are no distractions for us — just the patient on the phone and their needs.

Our clients are busy professionals who don’t want low-quality out-sourcing and who want to fill up their practice capacity to maximum capacity.

If you are doing your marketing with us, we can take your marketing and advertising efforts a step further by channeling calls and written inquiries generated through your ads and website right into our Call Center.

Why You Need Our Call Center

Having done a lot of marketing and advertising for a wide variety of clinics, we found that we needed to be able to closely track what leads were generated by our efforts and report these to our clients.

To do this, we established a call tracking system that not only tracks but records all calls that come in through our advertising. This tracking and recording system is fully encrypted and HIPAA compliant.

Written inquiries through the website were easy to track, but the calls required that we listen to the call to see if it was in fact a valid lead. In doing so for our clients, we discovered a high percentage of calls that were not handled as well as they could have been. Many calls were missed entirely or were answered by someone who was not highly trained or knowledgeable enough about the services provided by that clinic to be able to answer questions well or explain protocols sufficiently to be able to get those new patients booked.

Eventually, we decided to offer a service of answering these calls and booking new patients for those clinics. To do this we hired mature women who were highly educated and experienced in the topics of those clinics. We then learned all of the many details about the protocols, fees, services, providers, schedules, and EMR systems for those clinics.

For seven years now we have been successfully booking for these clinics, in much higher numbers than they had ever experienced before. We are set up in their EMR systems and are able to set up charts and book patients for them with ease. Our HIPAA-trained Call Center personnel answer every call and follow up on all leads with calls and emails.

You do not have to use our Call Center services. You could handle this within the clinic or hire a New Patient Coordinator who is up to these kinds of qualifications, who is also a good salesman and can close, but to get someone who is good at this, you are most likely going to end up paying that person more than we are asking from you for the call center services.