In this role‑play video, Kelly Alhooie demonstrates how a front‑desk staff member should respond when a prospective patient, Sally, asks whether the clinic accepts her insurance. Kelly walks through a scripted phone intake that (1) acknowledges the insurance objection, (2) gathers the patient’s history of chronic UTIs, leakage, and dyspareunia, (3) probes prior medical encounters and treatments, (4) uses the information to suggest that the underlying issue is likely pelvic floor dysfunction rather than recurrent infection, (5) introduces the clinic’s proprietary LSR (Lengthening‑Strengthening‑Return) treatment protocol, (6) explains the out‑of‑network, cash‑based pricing ($230 per session) and the provision of a superbill for insurance reimbursement, (7) secures a credit‑card hold, (8) outlines the consent‑form portal and what the patient should bring to the first visit, and (9) confirms the appointment. The video serves as a training tool for handling the most common insurance‑related objection while simultaneously educating the patient about the clinic’s clinical approach and logistical details.
Chapters
Alright guys, this is probably the number one objection that you're going to be getting is, hi, do you take my insurance? Hi, can I ask who I'm speaking to? Hi, this is Sally. Hi Sally, can you tell me what's going on? Well, um, I have had chronic UTIs, I have leakage, I also have pain with intercourse, and I'm just trying to find someone that can help me. Oh, okay, great. So can you tell me how long this has been going on for? Well, it's actually been going on for 2 to 3 years, ever since I had this one UTI. Things just started spiraling from there, and now I have bladder issues and leakage and pain with intercourse, and I'm just really kind of tired of dealing with this. Sally, let me ask you this. How long So what have you tried actually to get rid of this? Like, what have you tried in the past? Have you gone and seen a urologist? Have you been to the gynecologist? Like, tell me a little bit more about what you've tried. Well, I did see the urologist and they just gave me medication. And then I went to the gynecologist and they saw nothing. They didn't understand why I was even there. And, you know, so I've kind of just given up and I just have these recurring UTIs and I just take the antibiotics that they give me, but it just keeps coming back and I'm just so frustrated with this. So Sally, let me ask you this. Has anything helped you in the past that you have tried? Well, no, actually nothing's helped me. Well, what's made things worse? Can you tell me that? Do you know that? Well, when they gave me the antibiotics, my pain did not change. Oh, your pain didn't change. Okay. Well, Sally, more than likely then it's probably not a recurring UTI that you're getting. More than likely it's probably a pelvic floor issue. I will explain that in a minute, but it seems because it's been going on for such a long time and antibiotics are not helping that this is something that could definitely be a pelvic floor issue. Um, have you ever tried pelvic health physical therapy before? No, I haven't. Someone kind of told it about to me online, and I thought, you know what, I, I may want to try this because, you know, this is like my last resort. I'm just— I'm trying everything, so I don't know if you guys can help me. So that's why I just wanted to know if you take my insurance, because I really don't think this is going to work, but it's my last resort. Well, actually, Sally, we've treated thousands of people with this condition that has the same exact thing. If you go on our Google, you'll see reviews with people with the same exact story that you're telling me right now. Also, uh, we have a very specific method that we use for chronic UTIs, uh, pelvic pain, leakage, all the things. It's called the LSR method. This is when you state y'all's method. Okay, so state your method there. The first phase is the lengthening phase. That's where we lengthen the tissue. The second phase is a strengthening phase, and then the third phase is a return phase where we get you back to the activities that you want to do, like not having pain with intercourse, or not having, uh, leakage, or not having that feeling like you have UTI-like symptoms, that we can really help solve that problem. And like I said, we've just treated thousands of people with this exact same condition that you are describing right now. That's why I'm saying more than likely it's probably some pelvic floor dysfunction that's happening, because what can happen, just so you know, Sally, the muscles of the pelvic floor can actually push on the bladder and it can feel like a UTI, but a lot of times it's not truly a UTI. So this is why we highly recommend you coming in for initial evaluation to see Um, you know, to really get evaluated and truly see what's going on, and we'll look at the whole system, the whole person, and, um, you know, see what's going on. Okay, great. So, um, when can I come in? Okay. Um, we book them. I ask them their name, their email, their phone number. Uh, I also ask them, can I get a credit card to hold on file? I will also ask them that. Typically when I ask them that, they go, oh wait, so how much is this again? So just so you know, Sally, we are out-of-network providers. We charge $230 a session and we provide you with a super bill. So does Tuesday at 3 o'clock still work out for you? Yes, it does. Okay, great. Can I get a credit card to hold on file just to hold this appointment? We can use a flexible healthcare savings, a debit card, a credit card. Whatever you have available. Yeah, let me go ahead and grab that. Okay, great. And then you're going to put the the card on file in Jane, and then you'll say, "Okay, Sally, just so you know, you're going to be getting an email of consent forms. Please log into the portal and sign off on those five little checkboxes. Just click that, and then come with comfy clothes on. And you'll also be getting an email about what to expect." coming to our practice and where we are located so you can easily find us. Can't wait to see you. Thanks, Sally. That's how you handle that.
