Admissions Call Center Training
The number one goal of a detox, residential treatment center, PHP, or IOP is to fill the beds with quality candidates that need your services. This is where most places struggle to maintain a census of appropriate candidates. You hire marketers, developers, lead generation services, dabble in the AdWords game and spend thousands of dollars to get the phone to ring. After all that money out and hard work, a lot of clients are lost in the Admissions Call Center. Untrained staff, missed calls, admission of inappropriate candidates for your specific services, promises to clients that are unrealistic (resulting in them leaving upon arrival), not assessing for proper level of care, not understanding and assessing proper insurance coverage. This all translates into time lost and revenue lost.
At The Addictions Academy and Rehab Rescue, Training is our passion. We have analyzed what marketing strategies work and which ones are simply a waste of time. During our research we have learned that the Admission Call Center staff is rarely trained and consists of newly sober individuals, some having gone through the program itself. They are given a tour, shadow an individual and handed the phone. They might be hourly, salary or given a bonus to secure clients. What we have noticed is that a majority of the calls are not closed, the admit does not show up to the center, or worse yet, closed on the clients that are not a good fit for the program resulting in the client being transferred upon arrival. This creates more work for the already overtaxed staff and less generation of revenue.
We have developed a training program that crosses clinical verbiage and sales techniques to improve the closing ratio of your Admissions Call Center Team. We will analyze the systems you have in place, meet your staff, and train them on both clinical terminology and sales closing tactics. The client’s first contact with your treatment center is your Admissions Call Center Team and if they process goes smoothly the client will arrive at your center. The relationship that is built with the client pre treatment, during admission and post admission is crucial to the success of that client and your center. A happy, sober client is worth 4-10 referrals. An unhappy client is worth 40 negative reviews. Can you stand to lose 40 potential clients in this competitive market?
Here is what The Addictions Academy and Rehab Rescue can offer you, to increase your client base, fill your beads and increase client retention. Call us today at 1.800.706.0318 to schedule your free assessment of your Call Center Admissions Team and possible onsite or webinar training.
Professional Value of our Training
*Screening for the appropriate Candidate.
*Learning the Proper Language to use to close the deal and get the client in the door for Assessment.
*How to close the deal: the art of the sale
*How to refer out and build referrals with partner Centers
*Key Questions to ask the person on the other end of the phone.
*Pre Qualification of the client in the proper steps to ensure placement.
*Secrets your Call Center Staff should be doing in their ‘down time’ to increase call volume.
*Increase Return on Investment (ROI)
*Handling the crisis call.
*Techniques to diffuse the angry and obstinate client.
*Closing Phrases that make it happen.
*Know your product
vice Coordination for Client Retainment
*Reducing the AMA and APA Rate from the beginning
*Understanding Stark Law
*Clarifying Expectations of Treatment and of the Client
*Active vs. Passive Listening Skills
*Overcoming Objections to Treatment
This class is a must for anyone in the mental health, behavioral health or substance abuse fields.
Our training is a comprehensive, 1 day intensive course that includes multiple role play and scenario outcomes. We target all the necessary functions of an Admission Call Center Staff member and how to adequately pre screen the individual to ensuring they remain in treatment. Call us today at 1.800.706.0318 to schedule your free Admission Call Center Training Assessment.