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.

1-25-23 – 3 ESSENTIALS.mp4 from Dee Bills, Front Office GURU on Vimeo.

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.

CLICK HERE to learn more and get started TODAY.


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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