💡 Use the following outline to understand each step of the New Patient Follow Through process and the position responsible for completing each step.

DAY ONE #

STEP 1: SCHEDULING AND WELCOME #

COCA is responsible for: #

• Receiving the incoming New Patient phone call and describing the details of the Exam to the prospect.
• Taking patient Name, Phone Number, Email, Birthdate, CC Info, and Brief Notes.
• Scheduling the New patient Exam in accordance with office availability.
• Informing the Patient that they will be receiving an email with the New Patient Paperwork and “Day 1” expectation video attached, encouraging them to complete both prior to the exam.
• Informing the patient that there is a $20 cancellation charge if the patient cancels with less than 24-hour notice or is a no call/no show and taking credit card information for this charge.
• Contacting new patient, the day prior to the exam to remind them about the video, paperwork and arrival time.
• Sending missed appointment text and charging for No Show/No Call per NP No Show policy.

CICA is responsible for: #

• Following up with the new patient if they are running late and/or missed their exam. (3 Attempts – Send to Doc)
• Welcoming the new patient upon arrival and verifying they’ve watched the video and completed paperwork.

New Patient Paperwork #

TECA #

Find and print the New Patient’s paperwork before their arrival for their exam.

Save the PDF version of the form in the Patient Forms file on the desktop, then import it into Chirotouch.

STEP 2: NEW PATIENT EXAM #

NPC/TECA and DC administer the full new patient exam.

STEP 3: CHECK OUT #

COCA is responsible for: #

• Verifying patient exam charge(s) and taking payments for these charges prior to patient departure.
• Confirming and scheduling time with the patient and their spouse (if applicable) to go over their Report of Findings with the doctor.
• Informing the patient that they will be receiving an expectation video and encouraging them to watch it with their spouse (if applicable) prior to their ROF.
• Confirming the appointment with the patient and spouse (if applicable) the evening prior to the ROF and reminding them to watch the video with their spouse (if applicable)

DAY TWO #

STEP 4: REPORT OF FINDINGS #

CICA is responsible for: #

• Welcoming the patient as they arrive for their ROF
• Confirming that the patient has watched the Day 2 video ahead of time or while they wait.
• Staging the ROF room for the Report (Includes pulling up D-Ray report if not done already)
• Guiding the patient to the doctor’s office for the report.
• Checking patient in at the front desk for their adjustment, if necessary, after the report.

BOCA or OpCor is responsible for: #

• Presenting/Explaining the financial plans that correspond with the Doctor’s recommendations for the patient.
• Confirming patient understands all expectations before starting a plan.
• Verifying patient’s report charge and taking payments for these charges and/or charges for a care plan
• Setting a consistent appointment time based on schedule availability and plan frequency, or at least scheduling another office visit that follows Doctor’s recommendations.
• Schedule patient to attend the Better Results Faster class within the same month of plan start. (If patient can’t schedule, add them to a list for follow up. List should include reason for not scheduling.)
• Adhering to the Day 2- financial follow up procedure and script if patient is pending.
• Entering “Game Plan Start” charge as soon as paperwork is signed.
• Alert the patient’s doctor with the results of the financial conversation.

DAY FOUR #

STEP 5: PENDING PLAN PATIENTS #

BOCA or OpCor is responsible for: #

• Schedule follow up text for within 72hrs.
• Add to Trackstat follow-up list
  • Set follow up date for 72 hr
• Follow-up
• If still no resolution, text patient to confirm that you will alert the doctor to call and discuss their goals.

CICA is responsible for: #

• Forward any text about financial conversation, signing, or payments to BOCA. Through the Care-Plan-Follow-up Slack channel.
• Alert pending patient of financial conversation or paper signing with BOCA when they come in for their appointment.