This content was created by Kelly Alhooie. This content was uploaded by Kelly Alhooie. This is a YouTube video titled "Cash Based Practices | Why Patients Only Want the Owner and How to Change That" (created 2026-08-25) featuring Kelly Alhooie delivering training-style guidance for clinic front-desk staff and clinical managers. Kelly provides example phone scripts and talking points to handle callers who insist on seeing the owner, techniques for positively promoting other providers by matching patient needs, and a recommendation that admins shadow clinicians to better describe their strengths.
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All right, so this is an objection when they call the clinic and they only want to get on the owner's schedule. So this happens a lot. So they'll say, so for those that don't know me, my name's Kelly. So they'll say, hi, I would like to get on Kelly's schedule, or I was referred to see Kelly. And this is your response. You can say, hey Sally, totally understand that you were referred to Kelly. Because Kelly is the owner of, say your company's name, but all of our docs treat exactly the same way and they've all been trained by Dr. Alhooie. They all are phenomenal and our docs tend to write for Kelly because she is the owner and they know that they're in, they can refer patients to this facility and they are in great hands. Just coming here to this company. So let's go ahead and book you on this person's schedule. She will take phenomenal care of you, and I, I'll be sure to take notes as we talk over the phone to make sure, um, that she gets the message as well. And we will have lots of cross-collaboration for you to get the best care here at our facility. So that's what I would say is either she's the owner or guess what, or let's just say she wasn't the owner and let's just say it was that they were trying to get on a certain PT schedule and they were really booked out or a certain OT schedule and they were really booked out. What you could also say is, hey Sally, I completely understand you're super comfortable with Dr. Lindsay or Dr. Britta, um, and however, we have, uh, on Dr. Lauren's schedule, she has an opening at 2 o'clock and she's phenomenal. She's actually really good and she loves treating people. And then look at the condition that they have on their actual, um, chart, or if they set it like in the intake form, do they have leakage? She actually loves treating leakage and she works with so many runners that has leakage, like whatever that person's issue may be, speak to that and say, you know, I would love, uh, for you to get on her schedule because I think it'll be a phenomenal match. Okay, speak highly of the provider that you are putting them on the schedule to, like really hype them up. And this is another good point for any admin out there, a clinical manager that you, you don't know like truly what this PT or OT is really like great at, then what I would recommend you doing is actually going in with a treatment session With this PT or with this OT to see how it is, um, like in a treatment session, and that way you can better speak to that. So that's what I would do so that over the phone it makes it a lot easier for you to be like, this is the most phenomenal thing that they're going to do to help you out. Just even within one session, this was like the coolest thing that I figured out about coming to this practice.
