How We Do Patient Care Coordinating

Patient Care Coordinating is one of the most difficult jobs we have in our practice—especially since the standards we hold are leaps beyond what is expected of other PCCs in the industry.

Imagine the surgeon as a college professor and yourself as the guidance counselor. You’ve been through this before, and your job is to be the moving walkway at airports…

I’ve been where you’re at. I know what it’s like. And you don’t have to worry about anything from this point forward, because I’m going to make sure that you have and know everything you’ll need.

Our Three Principles

During consultations, there are three principles we follow to ensure the patient is both well-informed and connected with at a world-class level. We refer to these principles as:

  • The Trust We Build

  • The Boxes We Check

  • The Language We Speak


 
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The Trust We Build

Before anything should actually be discussed or accomplished with a patient, we must build empathetic trust—that is, trust that comes from finding something in common.

That can be anything from where you were born, to season of life, to mutual friends, to kid’s schooling, etc.

It is essential that you not rush this portion of the consultation, because everything you will guide this patient through will hinge on them feeling a personal connection with you.

They should be smiling and relaxed before you discuss anything specific about their procedure.

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The Boxes We Check

During a consultation, there are several essential items that we must cover with patients. Each of those items can be found here…

(Need this info from PCCs)

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The Language We Speak

We make a big deal about how we speak with patients, and we have done a significant amount of psychological research on this area.

Deriving from that research, we use a 3-step mental model to walk our patients through each box that we check:

 
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This mental model will be used dozens of times throughout a consultation. Let go over each step…

Empathize With a Story

“This person understands me” is one of the most important sentiments for a potential patient to believe during their consultation. The fastest way to build empathy is with a story that proves you’ve been in someone’s shoes.

“I remember how overwhelmed I felt when it came to figuring out how I was going to cover my procedure. My mom was telling me to get a credit card, my best friend was telling me to pay cash, and my neighbor said I should be investing in Bitcoin instead. I felt a little frozen, honestly.”

Textbook First, Picturebook Next

A common temptation during a consult is to be too clinical and prescriptive with our verbiage. Instead, set the topic up with a clear textbook-like statement, and then paint a picture in the patient’s mind to help them visualize the reality of the moment.

That’s why we’ve put together a few simple payment options for you to choose from.

“If the most important thing to you is saving a little bit on the total cost, you can take advantage of our cash or check discount. Or if you prefer not to use your current debit or credit card, we also have an application you can fill out with our financing company.”

Questions That Go Somewhere

Just like when responding to an email, we always avoid questions that assume patients know what to ask. For example, if we were to say, “What other questions do you have?” we are forcing a patient to stumble along the path alone.

Instead, we super-serve our patients by asking them questions that are going somewhere.

“Instead of giving you every detail about each of these, do you find yourself gravitating towards one versus the others?”


Wrapping It Up

At the end of the day, Patient Care Coordinators are advocates. Your job is to have everyone’s backs… the patients, your fellow PCCs, the surgeons and the Clinical Teams.

Everywhere else, PCCs are only expected to transfer information in a transactional way to patients. But not here… we establish meaningful relationships and treat every single patient like they are our most important patient.