Feb Training

New Patient Campaign

February

Housekeeping/Reminders

DO NOT tell patients we are using an auto dialer system.

Phone System

New Patient Campaign Script Basics

Importance of intro/agenda statement

Importance of following script

Checking if patient received welcome call

Treating every patient the same regardless of copay amount

Presenting Funding: Structure

Align with patient: Build rapport/trust Get them to listen!

Post Questionnaire Call Wrap-Up: what to expect next

Transition Statement: Capture attention so we can introduce funding

Introduce funding as option: what is it? Paint a picture!

Explain Process Simply: using Positive Language

Funding Calls

Call 1

Call 2

Call 3

Call 4

Call 5

Call 6

New Patient Welcome Call Script(s)

New Patient- Received Welcome Call

New Patient- No Welcome Call

• Patients who did not receive a welcome call (no attempt was made OR LVM) should receive full welcome call script call.
• They do not know about DirectRx, we need to give them full information before scheduling medication.

• Patients who we have successfuly spoke with and completed a welcome call
• They should know a bit more about DirectRx, so we can use a modified welcome script call.
• If they show signs of confusion, take the time to talk about who we are again.