How To Turn Phone Calls Into Arrivals (Feat. Jerry Durham)

On this episode of Strata Stories, Paul talks with Jerry Durham, a PT and the CEO of the Client Experience Company.

Together they discuss:
1) Leveraging patient engagement to enhance retention and outcomes
2) Tracking and reducing patient drop-off rates
3) Evaluating “Current State Metrics” to measure clinic success
4) Driving growth through data-driven decision-making

I’m listening for five things, right? I’m listening for acknowledgement. I’m listening for a problem that you need solved. I’m listening for expectations. Expectations is the biggest value driver on that phone call. And nobody, nobody asks it. I’m telling you, it is worth its weight in gold. Then I’m looking for if the front desk is selling an expert? Then I’m listening for, do they know what they’re gonna get for their time, money, and energy on that first visit? Then do they know payment, right? Have we started a conversation around payment? And then that’s it. If we get those things, the likelihood of the person on the schedule arriving goes through the roof.

Strata Stories are conversations between Strata’s CEO, Paul Singh, and leaders in the OT & PT world. We interview practice owners, therapists, consultants, and coaches disrupting healthcare to make a positive change!

Be sure to check out all of our resources and subscribe to our newsletter!If you’d like to learn more about Strata EMR & Billing and achieving a 99.99% reimbursement rate for your PT, OT or SLP Clinic head over to stratapt.com and book a call with our team! 

If you have any questions, comments, or ideas, reach out at hello@stratapt.com