Why Must Practice Owners of Fee-For-Service Practices Reconsider their Approach to Marketing Strategies?
The term “Fee for Service” lacks consumer appeal as a brand; for most potential patients, it evokes the notion of higher out-of-pocket costs. Moreover, it may not even register with many individuals.
While it’s a familiar concept within the dental community, drawing practitioners seeking relief from insurance-related financial challenges, fee-for-service practice owners must articulate their practice’s value clearly in marketing efforts to attract patients.
This necessitates having well-trained staff and effective scripts to handle inquiries and convert prospects into patients.
Here are key considerations for fee-for-service practice owners when crafting and executing their marketing strategies:
Emphasize Unique Features:
Unique Selling Proposition (USP) & Differentiators
Fee-for-service practices often aim for high-end, upscale service and atmosphere, reflecting higher prices. While this approach can be effective, it risks alienating some potential patients. It’s most successful for practices with a strong brand and proven patient acquisition systems.
What sets your dental practice apart from the other surrounding practices?
- Do you offer same-day emergency patients?
- Are you open late or on weekends?
- Do you offer sedation options, such as IV sedation or Nitrous Oxide?
- Do you offer digital imagery and impressions or 3D printing?
- Do you offer same-day crowns?
Patient Financing, Payment Plans & In-office Specials:
Financing & Payment Plans
Sunbit, CareCredit, Lending Club, Etc.
- Facilitating patient financing and in-office specials in dental practices benefits both patients and practices by improving accessibility to care, increasing treatment acceptance, providing a competitive advantage, fostering practice growth, and enhancing patient satisfaction.
Customized Payment Plans
- Providing tailored payment options for new dental patients showcases the practice’s dedication to patient well-being, making treatment more affordable and accessible. This approach enriches the patient journey, boosts acceptance of recommended treatments, and offers a competitive edge. Ultimately, it cultivates lasting patient trust and loyalty, vital for fostering a thriving fee-for-service practice.
Special Offers & In-House Savings Plans
Free Consultations, New Patient Specials & Membership Plans
- Including special offers and in-house savings plans when booking a new patient can help dental professionals attract new patients, increase treatment acceptance, build loyalty, enhance the patient experience, and compete effectively in the marketplace.
The Importance of Submitting a Complimentary Predetermination
Top-Notch Customer Service
Clarity on Treatment Costs
- Predeterminations provide patients with a clear understanding of the estimated costs associated with their dental treatment before any procedures are performed. This helps patients make informed decisions about their dental care and budget accordingly.
Facilitating Patient Communication
- Predeterminations serve as valuable communication tools between dental practices, patients, and insurance companies. They enable dental professionals to convey treatment plans and cost estimates accurately to patients, fostering transparency and trust in the patient-provider relationship.
Minimizing Financial Surprises
- By submitting predeterminations, dental practices can help patients avoid financial surprises associated with their dental treatment. Patients can review the estimated costs and coverage details provided in the predetermination, allowing them to plan and budget for their dental care more effectively.
Take the Burden off the Patient
- Dental treatment can be stressful, especially when patients are uncertain about the costs and insurance coverage involved. By handling the predetermination process, the dental office relieves patients of the responsibility of navigating insurance details, reducing their overall stress and anxiety.
Establish a Conversion Process
The Use of Scripts
Using scripts for scheduling new patients enhances the professionalism, consistency, and efficiency of the dental front office team, leading to a better patient experience and improved practice operations.
Opening Greeting
Call Handler: “Good [morning/afternoon], thank you for reaching out to [Dental Office Name]. My name is [Receptionist’s Name], who do I have the pleasure of speaking with?”
Engage with the Lead’s Inquiry
Call Handler: Thank you for calling to learn more about our dental services. We focus on providing exceptional care tailored to each patient’s needs. Can you tell me a bit more about what you’re looking for or any specific concerns you have?”
Listen Actively & Empathize
Call Handler: “I understand. Many of our patients initially have similar questions or concerns, especially regarding insurance. Rest assured, we’re here to guide you through the process and ensure you receive the care you need.”
Highlight Unique Value Proposition
Call Handler: “At [Dental Office Name], we pride ourselves on delivering high-quality dental care without the constraints of insurance limitations. Our focus is solely on providing the best possible treatment for our patients, using the latest techniques and technologies available in modern dentistry. Have you had the chance to look at our before and after photos on the website?”
Explain the Insurance Reimbursement Process
Call Handler: “While we don’t participate directly with dental insurance plans, we understand the importance of maximizing your benefits. We’re happy to assist you with the insurance reimbursement process by providing the necessary documentation and submitting claims on your behalf, so you can receive the reimbursement directly.”
Provide Assurance of Quality
Call Handler: “Our team of experienced professionals is dedicated to ensuring your comfort and satisfaction throughout your dental care journey. From routine cleanings to complex procedures, you can trust that you’re in capable hands at [Dental Office Name].”
Invite to Schedule an Appointment
Call Handler: “I understand your concerns about insurance coverage. We’re here to help navigate the process and ensure you receive the maximum reimbursement possible. Additionally, we offer various payment options and financing plans to make quality dental care affordable for everyone.”
Reiterate Availability & Accessibility
Call Handler: “We strive to make scheduling as convenient as possible for our patients. We offer flexible appointment times and are happy to accommodate your schedule. Is there a preferred date or time for your consultation?”
Closing
Call Handler: “Thank you for considering [Dental Office Name] for your dental care needs. We’re committed to providing you with exceptional service and helping you achieve a healthy, beautiful smile. Is there anything else I can assist you with today?”
Finalize Appointment Details
Call Handler: “Great! Let me gather some basic information from you to schedule your appointment. May I have your full name, contact number, and email address?”
Confirmation
Call Handler: “I’m so glad we got you taken care of. Your appointment is scheduled for [date] at [time]. We’ll send you a confirmation email shortly with all the details. If you have any questions before your appointment, feel free to reach out. We can’t wait to see you. Have a wonderful day!”
Fee-For-Service Verbiage
Examples
- “While we don’t participate directly with dental insurance plans, we understand the importance of maximizing your benefits. We’re happy to assist you with the insurance reimbursement process by providing the necessary documentation and submitting claims on your behalf, so you can receive the reimbursement directly.”
- “I understand your concerns about insurance coverage. We’re here to help navigate the process and ensure you receive the maximum reimbursement possible. Additionally, we offer various payment options and financing plans to make quality dental care affordable for everyone.”
- “We work with most insurance companies, and to help you maximize your benefits, we would be happy to do a complimentary predetermination check for you. The pre-determination takes about 2-3 weeks to come back to us. Since the doctor’s schedule is filling up quickly, let’s go ahead and get you scheduled for our free consultation and we can go over your pre-determination at your visit.”
- “We work with many insurance plans, and to help you maximize your benefits, we’d be more than happy to submit all claims on your behalf!”
- “We offer a customized payment plan that will work great for you!”
- “We offer a few different financing options to help you cover the portion of treatment that is not reimbursed to you from your insurance company.”
- “We have a lot of patients who use that type of insurance here, and they’ve been very happy with the reimbursement they’ve received! Let’s get you scheduled to come in and meet the team!”
- “Our team would be more than happy to do a courtesy insurance check for you to determine how much your insurance will reimburse for these services.”
- “The important thing is to get you the dental care you called us about today.”
