Have you ever thought about how much income your practice might be losing due to mishandled phone calls? Host Eugene Shatsman dives into the nuances of phone call management with Dr. Jeff Lewis – a seasoned optometrist and practice optimizer.
Dr. Lewis has a wealth of experience and proven strategies to help you turn every phone interaction into a revenue-generating opportunity. You can also gain a deep understanding of the common pitfalls in phone handling and learn actionable tips to improve your conversion rates.
From understanding the critical role of first impressions to mastering the art of closing a call, this episode offers practical advice that can transform your practice’s approach to patient interactions. Plus, you’ll get valuable insights into using AI tools to monitor and enhance your call performance.
With over 25 years in the field, Dr. Lewis has owned multiple practices, specialized in areas like low vision and dry eye, and co-managed tens of thousands of refractive surgery patients. Now, as a practice optimizer at National Strategic Group, he helps optometry practices enhance their operational and marketing strategies to achieve greater ROI.
If you’re curious about how ineffectively managed phone calls might be costing your practice revenue, this episode is essential listening.
Key Takeaways:
- Identify the Blind Spots: Discover the common mistakes optometry practices make on phone calls and how these can significantly impact your bottom line.
- Proven Strategies: Learn actionable strategies from Dr. Lewis to improve your phone handling processes, ensuring that every call is an opportunity to improve your practice.
- Real Data Insights: Understand the data behind phone call handling, including why answering rates and conversion rates matter and how to optimize them.
In this episode:
00:12.51 Dr. Lewis – the optometrist and marketer
05:29.00 Optimizing phone call processes in practices
11:27.10 How to improve stats of new and existing patient calls
14:24.75 Call center
19:29.67 Two helpful categories – management and accountability
27:01.16 Identifying framework with 5 major pillars
32:53.14 First impression tips
36:28.10 Taking control of a phone call
43:48.67 Driving success off the phones as a manager
47:23.32 Ring AI
49:33.66 Tracking your phone capture rate
51:05.18 Outsourcing employees across the world to answer calls
54:50.87 How to measure the success of a new call management strategies
Contact Information
Connect with Dr. Jeff Lewis:
Dr. Jeff Lewis, OD, collaborates with growth-minded decision-makers in healthcare, focusing on innovative products, services, and materials to improve patient outcomes and practice economics. He empowers eyecare professionals, practice owners, and companies in the eyecare industry to achieve long-term growth through strategic marketing, sales, operations, and sustainability initiatives.
As a former optometric practice owner and clinician, and a marketing strategist and operations consultant with National Strategic Group (NSG), Dr. Lewis has a deep understanding of the nuances at the intersection of patient and consumer behavior, clinical decision-making, and practice operations.
At NSG, Dr. Lewis has built and maintained long-term relationships with prominent groups, practice owners, and B2B companies, crafting effective marketing strategies to outperform competition nationwide. He facilitates conversations with clients, thought leaders, and innovators, fostering early adoption and brand advocacy for new products and sustainable solutions.
With experience in refractive surgery and co-management, Dr. Lewis, alongside a team of marketing experts, enhances performance across all facets of marketing, including website design, SEO, demand generation, email marketing, and social media.
LinkedIn – https://www.linkedin.com/in/jeffrey-lewis-od/
Connect with Eugene Shatsman:
Website – https://www.eugeneshatsman.com/
LinkedIn – https://www.linkedin.com/in/eugeneshatsman
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