If you own or run an addiction treatment center, you need to read this.
With all of the patient brokering issues going on, getting clients safely into an addictions treatment center can be exhausting. You have to market online, deal with competitors, shady characters, and then get the client to agree to come into the actual treatment center. How well does your treatment center actually perform? Do you close over 60% of the leads?
I bet you don’t. In fact, most addictions centers close under 30%. If you get a proper lead (clinically appropriate, can handle payment, etc) your team should close it, but they don’t. Mostly because they have ZERO sales training. They may be a past client that is excited about the program and just rambles on to the lead. Or, they may be reading from your script and sound impersonal and disconnected.
The number one goal of 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 Google AdWords game (after purchasing a LegitScript certification), and you 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), clients not assessed for the proper level of care and even staff not understanding and assessing proper insurance coverage all translates in wasted money and time.
The Addictions Academy will train your staff in sales and admissions closing unique to the addiction treatment industry.
Our training program is like nothing on the market for addiction treatment centers. We utilize Motivational Interviewing, Coaching Techniques, Cognitive Behavioral Therapy, and Neuro-linguistic Programming techniques in our Admissions Call Center Training coupled with sales training and empathetic ear listening skills. We have trained countless treatment centers in the past 6 years and have assisted them in turning referrals and leads into clients. See whom we have trained HERE
NOTE: There are NO prerequisites to this course. Also included is an ethics class.
Here is what is included in our Professional Admissions Call Center 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 ‘downtime’ 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
Advice 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
Please call us today at 1.800.706.0318 ext 2 so we can assist your treatment center in setting up the admissions call center training.