Someone who calls to ask about DPC has already read about you. How that call goes can decide whether they join. Answer warmly, ask what they need, give the price plainly and end every call with a booked next step.
Answer every call
If you can't answer live, return calls within a few hours, and say so on your voicemail.
A simple call flow
- Ask: "What made you look at direct primary care?"
- Listen: cost, access, a doctor who has time, a bad experience elsewhere.
- Explain: how members reach the doctor, what's included, the monthly price.
- Answer the insurance question. How to answer it.
- Next step: "Would you like to enroll now, or meet the doctor first?"
Write it down
Put the flow on one page next to the phone. Log every new caller: name, how they found you, what they need and the next step.
Don't let calls go cold
If they aren't ready, ask permission to follow up and put a date on the calendar. How to follow up.
Count the results
In a made-up example, 40 new callers a month, 25 book a meet-and-greet or enroll, and 16 become members. Track calls, next steps and members each month. How to track conversion.
What I'd do this week
- Write a one-page call flow.
- Start a simple log of new callers.
- Call your own office and listen to the voicemail.
Common questions
Who should answer new calls?
Someone friendly who knows the prices and the practice well. Training matters more than title.
Should I use an answering service?
It helps catch calls. Make sure they know DPC basics and pass messages quickly.
What if they ask medical questions?
Take a message for the doctor and explain they can ask once enrolled.
Want new member numbers you can trust?
We reconcile every account every month and send your P&L and Balance Sheet by the 15th, so you can see what each new member is worth and what it cost to get them. If that's what you need, apply to work with us.