DERMATOLOGY-PRACTICE-MANAGEMENT5 MIN READ
Coach the estimate conversation, not the person
Use GROW questions to coach a front-desk employee on patient cost-estimate conversations.
Nina N Front Desk Coordinator G Goal R Reality O/W Options and way The pattern 20 sec Patient financial experience Three patients this week said they were surprised by expected out-of-pocket cost. Nina is defensive because she feels blamed for insurance complexity. The manager needs better behavior without turning the conversation into a lecture. 3 surprise-cost complaints 12s target estimate script length
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