Common Objections Flashcards
We don’t use a waitlist (backfill?)
How do you currently backfill cancellations?
We’re booked out several weeks/months:
Luma is able to reach patients booked further out and offer them the option to be seen sooner if anything opens up.
That way, the patient life cycle is more equitable and even more importantly is we can we help you bill the payer sooner and start your revenue cycle sooner.
We can’t just fill any appointment with any patient
Luma only reaches out to patients on the wait list that have expressed an interest in the exact same appointment type or provider as the one cancelled.
Our patients don’t text / are too old to text
On the Nose {name} (smile) You mean to tell me the same generation we entrusted to fight the Germans in WWII you don’t trust will respond to a text message regarding their health care?
Many of the clinics we work with were concerned about that too. Because what we see is that while older patients may not have the newest iPhone 10, almost all of them carry a cell phone and respond to text.
Their kids and grand kids are making them do it!
We like the personal touch
All we do is eliminate the back and forth phone tag and voicemails your staff does to get in touch with the patient.
And instead, we automatically prompt the patient to call into your clinic so you can talk to them.
So we actually enhance your staff’s ability to maintain that personal touch by removing the lost time spent on trying to just contact the patient.
And what we see is that most patients actually prefer the convenience of responding through text, especially at times when a phone call is inconvenient such as during business hours, which is when I’m sure you’re calling them.
We don’t like text
Have you considered that maybe your patients prefer text?
Especially since the iphone came out… are you anything like me? For example like 99% of the time I could even be sitting on the couch watching Netflix… when my phone rings and especially if I don’t recognize the caller I just stare at it and watch it go to voicemail.
You ever do that?
{yes}
Do you think your patients like to answer the phone anymore than you do?
{yes}
And with a text, we always at least read it right? When’s the last time you received a text and didn’t read it?
Our EHR/scheduling system already does that
Most (EHRs/scheduling systems) are capable of automating appointment reminders and confirmations.
Luma can help you automate your entire patient lifecycle. And what’s unique is we can automatically detect and backfill cancellations in real time to prevent no-shows and lost revenue to the practice.
{extra pass question}
We have a strict verification process:
Because although the verification process can’t be automated, as you’ve probably already looked at… that verification can’t be automated… Our program automates all the outreach after that!
So, it actually won’t impact your verification process at all!
However, it’s gonna save you an exponential amount of time from repeat outbound calls just trying to get in contact with the patient to talk to them and drive that referral conversion up by a minimum of 20%.
We do a ton of heavy lifting
So is all that heavy lifting to make sure they understand their copay, and that their insurance covers it etc?
(Yeah)
Got it, so that’s a fairly tedious process I would imagine?
(yeah)
So you guys are doing a ton of heavy lifting, but I think you do it because you certainly don’t want Joe patient taking up real estate on the calendar to only show up the day of his appt and find out the copay on his high-deductible plan is $3000 and therefore decides he doesn’t want the procedure anymore. Is that right?
(yeah)
Perfect, so it sounds like it’s highly valuable for you guys to really optimize that patient engagement cycle of really being in touch with them and talking to them right?
{yeah}
Because it’s one thing for you to know their deductible, but it’s a whole other thing for your patient to know their deductible before their appointment right?
(yeah)
Perfect, so Tim I’ve got good news and bad news for you which one do you want first?
The bad news is I can’t automate your verification process.
The good news is I can automate all the outreach to get in contact with the referral once they’re ready to be scheduled!
(agitate pain)
Because how many times have you seen your staff get so frustrated after spending all that time doing all that heavy lifting to check their insurance, to find out what the deductible is, get all the paperwork together, and their ready to schedule them and beep, leave a message.
Your staff do a lot of those?
(solution)
So what’s great is you can keep your same verification process in place. What we do is automate all the outreach to get in touch with that person so you can talk to them sooner and reduce your staff’s workload.
How many times have you seen your staff do all that heavy lifting…
How many times have you seen your staff do all that heavy lifting only to leave a voicemail when it’s time to schedule the patient?
What do you automate? (referrals)
We use text messaging to automate all the back and forth calling that your staff is doing to get in contact with the referral.
Our scheduling is complicated and requires a lot of work before we can get them scheduled
Perfect, so it sounds like there’s a lot of pre work to even get them on the calendar and there’s no way you can automate that, right?
Perfect! I’m so glad we connected.
Because we actually don’t mess around with any of that at all. What we do is help you with the back and forth of contacting them to get them scheduled.
Because it sounds like you guys really need to talk to them so that they’re aware of their deductible before they’re on the calendar right?
{yeah}
Yeah so you don’t want Joe patient with a high deductible plan automatically on the calendar 3 weeks from now only to have him show up and find out his procedure is gonna to cost him $3000 out of pocket right?
(Yeah)
Ok perfect…so does your staff ever experience all this riga moroll of getting the verification done…they’ve identified that Joe patient is on a high deductible plan and it’ll cost him $3000 for his procedure… they been calling him 4 times and finally on the 4th call they make contact with him only to find out he doesn’t want to pay?
{Yes}
That’s what I’m talking about!
We can’t automate it:
(means they already looked into it. There’s a pain there. We come in after it)
I completely understand and we can’t automate that either… Because, really… I mean it’s impossible right as I’m sure you’ve already looked into… You can’t really automate a full verification process.
But what if we could automate all those repeat calls your staff does to get in contact with the patient once they’re ready to be scheduled?
Because isn’t it frustrating that you’ve already done all this heavy lifting, and now you’re calling the person like 4 times leaving voicemails to finally get in touch with them!
Only to finally connect with them on the 4th call and you tell them their deductible’s like $3000 for their procedure because of their high deductible plan and they’re just like, no thanks.
Can you imagine the time and headache you’d save your staff just by automating the outreach so the patients called into the clinic themselves when they’re ready to be scheduled?
What we do is automate all the back and forth
What we do is use text automation to eliminate all the back and forth calling that your staff is doing to get in contact with the patient.
A lot of heavy lifting before… Voicemail?
Perfect. Tim. So it sounds like there’s a lot of heavy lifting before you even talk to the patient.
How many times have you seen your staff do all that heavy lifting only to leave a voicemail?
We’re changing EHR’s
Perfect, thank-you for taking my call. When is an estimated timeline of completion?
{listen}
Got it. so (pitch).
Based on that… does that sound like something you’d want to investigate once you’ve changed over to (new EHR)?
{yes}
So why don’t we do this… why don’t we go ahead and schedule a 20 minute evaluation call to walk you through the program and show you how we can help your staff {meat} so you’ll then at least know if this is something worth considering with {the new EHR}?
We’re all set
Perfect. And I already assumed you have a process in place that’s working for you. However, I’m sure that if you were able to increase revenue for the clinic, and reduce the staff’s workload at the same time, it would at least be worth 15 min to check out.
{Extra Pass ques}
We are not interested:
OK {name} perfect. Just so I can update my notes what SPECIFICALLY are you not interested in?
{just not interested}
Got it {name} but it seems like you’re just not interested in a sales call, am I right?
{right}
Perfect because neither am I.
What we do is {pitch}…
And you and I both don’t know if this is a fit but I’m fairly certain that if you could increase revenue and reduce your staff’s workload at the same time… that would be worth 20 minutes for you take a look. Am I right?
Not now, maybe later
Got it. And I’m not asking you to sign up for the program today, because at this point you and I both don’t know if this would be a good fit.
What we do is {pitch}
Is that worth 20 min to take a look at with an open mind?
We don’t want to add/change anything (referral)
Hey, I get it, {name}
I understand you’re not looking to make any changes…
but would there be any interest in making any improvements to your referral conversion?
Can you just send me an email? (before pitch)
Oh of course.
{smile} {name} you mean the email I already sent that you didn’t look at?
{listen}
Got it… in all candor the email is just high level marketing with a couple bullet points.
What we do is {pitch}
{extra pass}
How much does it cost?
{name} It really depends on the number of providers and which parts of the program you choose. All of which means nothing because at this point you and I both don’t know if we’re a fit.
What’s great is it only takes 15 minutes to find out and at that point you’ll know for sure whether we can bring you value.
I’m too busy right now
Totally understand {name}, and I wanna respect your time.
What I’d love to do in that case is make sure this is something I should even follow up on.
{Extra Pass ques}
I’d like to run it by (owner/Dr) before scheduling a demo.
Perfect {John}.
So just to ensure we’re on the same page here… the demo takes about 20 minutes to show you how the program works so you’ll know for sure if we can bring value to your practice.
And at that point I’m certain you’ll have enough information to know whether you should loop in other staff members including (owner/Dr).
So why don’t we do this? Why don’t we go ahead and put something in the calendar to take a first pass, like a 30,000 foot view of the program so at least you’ll know if it’s worth even bringing in the (owner/Dr) to evaluate?
Then if you see value we can go ahead and set up a follow up demo to bring in (owner/Dr) and you’ll know for sure at that point it’s worth their time.
I already spoke with you before
Ok good. Did I catch you at the worst possible time?
(no)
(pitch)
Can you just send the email? (qualified)
Oh of course I can… just to clarify, you want me to resend the email I already sent that you didn’t look at?
(yes)
Oh, got it… the good news is {name} I’ve already covered 10 times more than what’s in that email.
So is {pitch} worth investing 20 minutes to take a look?
We’re not looking to make any changes (referral)
Hey, I get it, {name} I understand you’re not looking to make any changes…
but would there be any interest in making improvements to your referral conversion?
We’re not looking to make any changes (Waitlist)
Hey, I get it, {name} I understand you’re not looking to make any changes…
But would there be any interest in making improvements to your no show rate?
If someone cancels we just fill someone in (there’s no wait time):
But hey, you’ve got patients booked out (# weeks)?
Ok perfect… So what we can do is decrease your patient wait time.
Because I’m sure you’ve already noticed patients booked out more than 2 or 3 weeks are twice as likely to no-show compared to patients booked a couple days out right? I’m sure you’ve already looked into that.
{yeah}
Right, so the longer a patient is booked out there’s a higher risk that the patient won’t be coming to see you.
Because depending on their issue they might just go over the counter to CVS or Walgreens and start to feel better right?
{yeah}
So in all reality, your competitors are CVS and Walgreens.
So I’m trying to ensure they come in to see you, and not just self-diagnose…. And do Web-md and just go take a pepto and feel better.
So what we’re really good at is identifying those patients that are booked out in the future, and backfill them so we can get them in sooner often while they’re still symptomatic as opposed to that patient that just happenstance called in a minute after someone had cancelled their appt.
So what we’re doing is shortening your patient wait time, and decreasing the probability of a no-show, but more importantly to you {name} from a business standpoint is we start your revenue cycle earlier.
You can start billing the payer a lot sooner and kick off their treatment care before they feel better and decide they don’t need to come back in.
Let me run it by the staff:
Hey {name} I think it’s a great idea to loop in the staff. But I certainly wouldn’t want them to feel insecure that this would in any way impact or eliminate their role. Because they’re gonna get an email that says you can schedule more referrals with no calls.
So I’d hate for you to go to the person that makes those calls and propose something that could replace their job.
So what I’d love to do {name} if it makes sense to you is I’d love to get 20 minutes on your calendar next week.
Now I think it’d be great to loop in like a team lead… do you have like a team lead who oversees the referral coordinators?
(yeah)
Ok great, why don’t we loop them in. get them on the call next week as well. We’ll take a look at this as a first pass evaluation… and if it makes sense we’ll start looping in other people and see where it goes from there.
Our staff does {blank}:
Oh so your staff does {blank}?
{listen}
Oh I would imagine they have many other things to do throughout the day?
{yeah}
Yeah, ok perfect. This is what our program does… {pitch}
…think of it as like the terminator in the background. It has one mission… and it’s completely relentless on that mission.
We double and triple book
Oh wow… What happens when they all show up?
I’m going to send our info to our EMR administrator.
This integrates with (EMR) but in no way is it tied to (EMR) other than that.
So I’d hate to use up someone’s time who’s an (EMR) administrator when we really want to look at this from an operational standpoint to see if there’s any value for the clinic.
Is this typically where we start the conversation to implement a new software program for the clinic?
Did i catch you at the worst possible time? Yes, but go ahead.
Hey (name), if I did catch you at a bad time I can definitely follow up later at a more appropriate time.
I don’t have time
Is patient engagement high enough on your priority list today to at least schedule 20 minutes to investigate this?
You caught me a a bad time
Ok got it…. I’ve caught you at a bad time. Real quick, I certainly don’t want to misuse your time… is patient engagement high enough on your priority list TODAY to at least schedule out 20 min to investigate it?
Reached out to me then went Radio silent
Hey look I’m not trying to pester you here. It seemed like there could be some interest in our program. I’d love to get 20 min with you. Can we schedule your this out for next week or are you no longer interested?
(Hit them with this every 2-3 Days until they answer)
