Front Office Schedule Control: Why Do We Lose Patients?

by | Patient Care Coordinators, Schedule Efficiency

Hey there!

A good practice is product driven, which is why schedule control is crucial.

And the most important thing all practices should produce is patients who have achieved their goals and are living their very best life

But let’s consider that statement. HOW long will it take before that happens?

For an orthopedic patient, that could take 10-14 visits ON AVERAGE!

For pediatric and neurologic patients, it could be an ongoing journey that can take years.

And that’s only IF the patients get that far!


Believe it or not, potential patients are calling your office ALL day long, more than you think.

And if your Patient Care Coordinators converted 90% of those potential patients using schedule control, your practice would be expanding.

Here are the usual ways people find and reach your practice:

  • Referrals
  • Calls
  • Emails
  • FB contacts
  • Website contacts
  • Walk-ins

Ask yourself this:

ARE potential patients handled and converted or are they just ‘helped’?

You might be surprised but many patients are NOT converted when they initially reach out. (In fact, the average leads converted to scheduled evaluations during the initial call is closer to 50-60%.)


Because people who aren’t sure what they need or want will ask a lot of questions.

And your PCCs, wanting to be nice and ‘help’, will answer those questions BEFORE they handle and convert that potential patient.

This IS a problem. 

Most front office staff have the wrong understanding of what the word ‘help’ means. They believe that it’s answering someone’s questions, asking if they ‘want’ to schedule, asking if a time ‘works for them’. They believe that being ‘nice’ is helping.

However, that is NOT helping the patient get what they need.

TRUE help is getting someone SCHEDULED and ARRIVING for the care they NEED to live their very best life! Enter schedule control.

That means that your front office staff must be able to:

  • Recognize the potential patient
  • Learn to control the conversation and stop answering the ‘shopper questions’
  • Have a proven process that converts them to a scheduled evaluation
  • And uses a proven process to get them arriving for care

The first step to practice success is converting MORE potential patients to scheduled AND arriving new patients.

Because every new patient properly handled by your Patient Care Coordinators is more likely to continue to schedule and arrive for their full plan of care.

You can do achieve this through schedule control.

True Schedule Control Starts with Proper Training

To truly help your patients, your PCCs must think differently. They need to understand that they are selling all the time and they need to be trained in sales.

That may seem scary and a bit overwhelming. But what if you didn’t have to recreate the wheel?

What if someone has a proven, successful process and you could learn this process with them so you’re all on the same page, working and learning together?

What if you could convert MORE new patients in just a few weeks?

What would that do for your practice? And what would it mean for you?

Schedule Control is Key to Success

As a provider and practice owner, I know how hard it is to find the time to train staff to achieve success. And I also know that untrained staff is the #1 cause of turnover: especially at the front desk.

All you need to do is CLICK HERE and join The Front Office Training Academy


I’m Dee

As a practice owner, former manager, and the Front Office GURU, I understand the difficulties you face because I’ve been there. And my programs provide the solution.

Are you struggling to train your front office team? Unsure how to go about establishing a proven training program for your front desk? Not sure where to start or what your options are?

Then schedule a FREE Discovery Call to learn more about my programs.

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At Front Office GURU, we offer two main training options for you and your Patient Care Coordinators.

Your first option is my virtual academy where you and your team will work through video-based lessons and apply the implementation provided in your lesson workbooks. Your other option is my flagship program where you work one-on-one with me as I guide you through my Basic Patient Care Coordinator Program.

You can learn more about each program below:

The Front Office GURU Training Academy is an online training platform for you and your Patient Care Coordinators! It’s great for team building and establishing successful systems and training for your front desk. And the BEST part? YOU don’t have to recreate the wheel – it’s ALL done for YOU, and you can follow along the path I’ve set or go straight to that one problematic area you want to fix!!

Getting started is super easy…make your payment, open your welcome email, set up your account and off you go. I’ve even provided training instructions to help you along the way…

Your Patient Care Coordinators will feel welcome and supported as the training is ALL about them. Click HERE for more info and get started right away!

Not sure what’s best for you and your team? Or looking for more info and pricing on my guided Basic Patient Care Coordinator Program? CLICK HERE to schedule a FREE Discovery Call.

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