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MailAugust 2023
In Bulletproof Dental Practice Podcast Episode 302, hosted by Dr. Peter Boulden and Dr. Craig Spodak, Patient Prism’s co-founder and CEO, Amol Nirgudkar, is asked about the types of call intelligence Patient Prism’s AI software logs and delivers to dental teams in real time.
The following video excerpt from the podcast features highlights of the conversation.
Patient Prism's AI spots missing elements in phone conversations.
Over the course of three years, Patient Prism’s AI tracked 12 million new patient phone calls. Nirgudkar explains that the AI discovered 25+ variables that affect the patient experience over the phone and the probability of a patient booking an appointment.
Patient Prism tested these variables across millions of new patient calls to understand where in the conversation the prospective patient was dropping out. “We were able to zero in on 14 prime variables determining the probability of conversion,” says Nirgudkar.
The AI bot was trained to deliver accurate feedback on every failed call, so receptionists are constantly coached on the missing elements of their phone conversations with patients.
Examples of these elements are:
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Asking for the caller’s name, best phone number, and time to call back if they are disconnected
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Using the caller’s name to develop rapport with the caller
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Explaining payment options and available financing
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Explaining how the dental office will help them use their insurance benefits
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Offering an appointment
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Offering to get more information and to call back if there is a question or concern making the caller hesitant to schedule an appointment
“Sometimes it's not the fault of marketing. Sometimes it's not even the fault of the receptionist. Sometimes it's your own operations that are at fault. Patient Prism’s call analytics reveal the real issues that are limiting conversion," says Amol Nirgudkar, CEO of Patient Prism.
“Sometimes it's not the fault of marketing. Sometimes it's not even the fault of the receptionist. Sometimes it's your own operations that are at fault,” says Nirgudkar.
"Patient Prism’s call analytics reveal the real issues that are limiting conversion. If I were to look at the last 12 months of a dental practice’s calls, I might find that 33% of new patients were unable to schedule a dental appointment because there was no room on the schedule.”
What is your capacity to see new patients within 2 to 3 days?
Because new patients are critical to practice growth and the source of high-value dentistry, providers want a healthy number of new patients every month. Capacity is one of the biggest determinants of conversion. In 2023, if new patients can’t get an appointment when they want it, they move on to call another provider.
Nirgudkar points to one of Patient Prism’s reports that logs the average lead time to a new patient appointment. This is the average number of days between the time of the call and when an appointment is available. If the lead time is many days, new patient growth isn’t a marketing problem, he explains. “You can save on marketing and hire more people to see more patients.”
Examples of actions you can take based on AI capacity insights:
DSOs are using Patient Prism to monitor capacity and make expansion decisions. Independent dentists can translate the average lead time data into operational insights as well.
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If the average lead time is many days, they can reserve more slots for new patient appointments.
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If the average lead time is one to three days, the front desk may need to be attentive to picking up more calls live, calling back callers who dropped while on-hold or left voicemail, and improving conversations with new patients.
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If incoming leads are not qualified, that is to say, the callers are not the type of patients they intend to target with their marketing, then their marketing messages and modes should be reevaluated.
Learn more about Patient Prism!
Patient Prism is designed to deliver actionable intelligence and be easy to use. Learn more by reading these 2023 Patient Prism articles:
- Patient Prism Launches 'DeepLens' - Dentistry Today
- Patient Prism V3 Redefines Call Intelligence
- Patient Prism Gets to the Root of Patient Acquisition Problems
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