Why Cancellation Prevention is Essential
Do you struggle with same-day cancels and no-shows?
Are they frustrating you and creating havoc with your schedule control?
If so, I understand how you feel.
Cancellation prevention is vital to a successful practice.
I felt the same way when we had a high rate of patients who same-day cancelled and no-showed.
But I found that the better trained my front office team was, the more I ensured they had the skills necessary to manage patients and their care, and the better things got.
Check out this video below to learn why Cancellation Prevention is ESSENTIAL and HOW I can help.
Cancellation prevention is a KEY to your practice success. In today's reimbursement environment, EVERY lost or same-day rescheduled visit IS lost revenue. But even worse, EVERY empty spot on your schedule represents a patient who missed out on getting the care they need and deserve. In 2012, I created the solution to same-day cancellations and no-shows; and it's NOT a cancellation fee.
There are three steps to cancellation prevention: Step 1: Staff Training
Your team must understand why patients cancel
What it means for the practice and the patients when a patient same-day cancels or no-shows
How to prevent patients from providing late notice
How to keep patients coming in, even when they call to cancel same-day
How to handle patients who are sick and call to cancel, and prevent this from happening again…
How to maintain a good relationship with a patient IF they same-day cancel or no-show
And how to charge a missed visit fee IF it comes to that
Step 2: Patient Education
There’s a RIGHT way to handle patients, and there's also a wrong way
Patients need to understand our clinic policy
And WHY giving us a notice of cancel or change is so important
They must also realize that there ARE consequences to canceling on the same day
They also need to understand we’re here to help and that our practice IS different from the medical system as a whole
Step 3: Enforcing Policy
Finally, the policy must be utilized correctly and consistently. Medicare states that you CAN enforce a missed visit fee as long as you treat everyone the same and follow a consistent process.
So, the team cannot choose who they will handle or charge. And they can’t do it sometimes and not others. There MUST be a process in place.
How to implement cancellation prevention
Ask yourself these questions:
Do YOU have a policy that your team follows?
Do they know HOW and WHEN to handle patients?
And do they know WHAT to say to keep the right relationship but still ensure the patients FOLLOW your expectations?
Do they charge a missed visit fee? Consistently or inconsistently?
Are they able to handle patients who call to cancel same-day AND keep them scheduled for their appt?
As I said before, I know how it feels to struggle with same-day cancellations and no-shows.
But I also know how it feels to be able to help MORE people recover because my front desk knows how to handle everyone the right way. They understand that cancellation prevention is vital to our success.
And even with turnover, new team members can learn how to use my program for success.
Do you read these emails or stalk Facebook groups hoping to create or figure out the solution? Are you tired of high cancellation rates?
If so, stop looking.
The Front Office GURU Training Academy® has EVERYTHING you need to STOP same-day cancellations and no-shows in their tracks and keep patients arriving for care or providing the right notice.
Getting started is easy. And you’ll have everything you need right at your fingertips.
With The Front Office GURU Training Academy®, you can have the tools you need to provide consistent training to your front desk.
When you provide consistent training, your team is more successful and success in their position helps to decrease turnover.
Here are just a few of the essential topics we cover in this program:
How to have the right mindset when speaking with patients.
How to get more new patients to schedule and arrive for their evaluation appt
How to talk about the cost of care and handle patient worries about costs
How to PREVENT cancels and no-shows (and also how to handle someone to keep it from happening again)
How to fill your schedule and keep it full
Watch this video to learn more: