Two Days Without Cancellations!

This year I have been blessed to work with some truly incredible practices and play a role in their wins! I'm thankful for their trust and for the opportunity to be able to make a difference!

Today, I want to introduce you to one of my amazing groups! Meet the team at Atlas Physical Therapy in Glen Burnie, MD. This is a real team of Rock Stars and they had 2 days without cancellations in the last 2 weeks! (We call those 'Pink Unicorn Days' because they seem impossible to achieve. See this post for more)

Even better…they BOTH occurred on a Monday! They had just received their pink unicorn award when they had their next perfect day!! We all celebrated their success!

Imagine if your schedule was completely full for Monday BEFORE you left on Friday AND everyone showed up for their appointments on Monday? Now, how would it feel if it happened not once, but TWICE in 2 weeks?

That's exactly what happened for Atlas Physical Therapy and as the picture shows, they were ecstatic!!

The story behind their success

TJ contacted me earlier this year. He wanted to train his front office team but also have a system he could use for future hires and as he and Laura expand their practice into multiple clinic locations.

Like many of my clients, TJ informed me that his front office team struggled to effectively manage their patients. He needed an all-inclusive program that would offer training and help them establish proven patient management systems.

I started working with the Atlas Physical Therapy team in May 2018. They began with the New Patient Conversions Program and learned how to convert calls to scheduled new patients. They now have a new patient management program that walks the staff and the new patient through the process from the first call all the way through a fully scheduled out plan of care. They have some of the best trained new patients around!

In August, we moved right into the Patient Arrivals Program after that. After completion of the Patient Arrivals Program, Sydney and Mallory now have a consistent cancellation program, tips and tricks to properly manage their schedule and work to keep it filled, set techniques to use to prevent patient drop-offs, and options for managing prescribed visits to make sure that all patients are meeting their weekly plan of care.

The Atlas Physical Therapy team has been so much fun to work with and watching them grow as we’ve worked together has been the best part! They’ve worked hard and are seeing results week after week. Both Mallory and Sydney now have proven systems for patient management and are more willing to confront and handle common issues that can derail your front office team (issues like patient cancellations, no-shows, difficulty collecting what’s due, getting patients to fully schedule their plan of care…and so much more). Our weekly conference calls are filled with their wins and they’re thinking outside the box when it comes to more advanced patient management.

Does your team struggle to convert calls to scheduled and arriving new patients? Do potential new patients cancel before arriving for their evaluation? Do only some new patients schedule out their plan of care? The New Patient Program provides front office training on new patient management. This is a "must" for anyone who wants to maximize their marketing costs by capturing more new patients.

Do you suffer with high same day cancellations and no-shows? Does your team struggle to manage patients who frequently cancel and no-show? Is your schedule well-balanced and consistently filled? Do you struggle to keep patients from dropping out of care? Do you have a lot of patients who aren’t scheduled for their prescribed appointments? Then consider the Patient Arrivals Program. This program offers specific training and systems for management of your current patients including: a top notch, never seen anywhere else cancellation program and my patient care card system that improves communication, patient management, arrivals, and ensures more patients are scheduled for their prescribed visits week after week.

Your front office is the first and last point of contact for every patient AND they’re the gate keepers to your schedule. Front office training and specific systems are essential for maximizing your ability to help people get the care they need. With training and specifically designed patient management systems, your front office team will have the tools they need to efficiently and effectively manage patients and fill your schedule.

Wishing you the best, today and always!


I started Front Office GURU to forward the private practice industry and ensure that practice owners had a way to expand and help their practice THRIVE, not just survive...and I've done it over and over again!

Have you liked my posts so far? Imagine having someone sharing this kind of information and MORE with you and your team every day...well, you can.

If you're looking for someone to walk your team along the path that the patient takes through care and how to best manage that patient to ensure they achieve recovery, schedule a Discovery Call to learn more about my one0-on-one Basic PCC Coaching Program.

Since I started Front Office GURU in 2016, my #1 goal was that ALL private practices have access to my training and systems; but I recognize that private training and coaching isn't within everyone's budget. So, I decided it was time that I created an affordable online platform that would benefit all private practices and their Patient Care Coordinators.

In 2020, I finished my newest and most affordable training option - Fix Your Front Desk Academy. I designed the academy to help private practice owners and managers provide proven and effective training and systems for their Patient Care Coordinators.

Fix Your Front Desk Online Academy offers you:

  • 3 progressive course levels to progressively train your Patient Care Coordinators in proven patient management techniques.

  • Your purchase includes access for the owner / manager plus 5 team members.

  • Need to add more licenses as you expand? No worries, you can purchase additional licenses as you expand.

  • What if someone leaves? You can delete their access and assign it to a new team member!

  • Are you an enterprise or large group? We offer enterprise options for practices with more than 5 team members to train.

  • You also have life-long access to your purchase.

  • This training focuses mainly on managing patients in a PT, OT, ST, or chiropractic practice (but it can be applied across most medical and veterinary practices).

My online academy provides over 95 video lessons and practical questions, scripts, audios, and so much more! The training will guide your Patient Care Coordinators along the path a patient takes through care and provide clear instruction in patient management, objection handling, and building effective relationships to keep the patient on the path to recovery. I've also provided all the digital files they'll need for fast implementation of proven systems that increase their overall success.

Don't wait, get started today and give your Patient Care Coordinators the tools they'll need to fix your front desk systems.

CLICK HERE to learn more and start your team on the path to success!!!