In this training monologue, Kelly Alhooie explains how her clinic’s cash‑based model and proprietary 3‑stage method deliver symptom resolution, unlike insurance‑based care which she frames as merely symptom management. She outlines key differentiators: cash patients can be treated for multiple interconnected issues in a single visit, while insurance patients are limited to one condition at a time. Alhooie provides a scripted objection‑handling flow that asks prospects whether they want resolution or just management, emphasizes confidence training via the Digital Mind app, and stresses booking the full 12‑13 session plan on the first visit to secure commitment and ensure consistency. She also advises staff not to judge patients based on perceived ability to pay, noting that external support may exist. The overall purpose is to equip staff with persuasive language and operational tactics that drive patient enrollment and adherence in a cash‑based pelvic physical therapy practice.
Chapters
Um, the next thing— so what did I say? Insurance. Insurance versus cash is always about symptom management versus symptom resolution. So when I position this, that's no problem, Sally, you can go ahead and call your insurance. However, I'm just going to let you know that people come to us for a reason because we have a very unique method that specifically handles your specific issue, and we actually get the results because of our 3-stage method. Comparatively, if you go and use insurance, they're symptom management, which means you're going to have to go multiple times a week, so it's going to cost you more time. It will be more co-pays typically up front, and the results are not as evident because they're only getting you to symptom management. They're not actually able to get you back to your goal. And this is when you have to differentiate between providers, guys. In therapy land, I don't know if you guys know this, but if we are seeing a patient underneath insurance, we can only treat one condition at a time. If we are seeing a patient cash, we can treat their neck one day and we can treat their toe the same day. But if you are insurance model, you can only treat someone's toe and you have to see them all the way through till that toe gets better and then you can treat their neck. It does. You cannot go back and forth. So like, that's also something that you can say. Not only are we treating that because by the way, everything's connected, their nervous system, their diet, their, their inflammation, their hormones, all of that. And so in a cash-based model, we can connect all the dots and refer out. An insurance-based model, it's only that, only that, you know, thing that they say or refer to, and that's the only thing that you can treat. So, you know, again, just really simplifying that though, don't over-explain. So just say what I said, basically symptom management versus actually getting a resolution. So all I say to this is, let me ask you this, would you— do you really— do you want to get these symptoms, uh, resolved, or do you want to do symptom management? So do you want to get these symptoms resolved, or you want to do symptom management? What do you think they're going to pick? Yeah, I'm calling because I want to get it freaking resolved. Okay, well then I can let you know that our specific method is going to do that. Somewhere else is not. So if you want to waste time, effort, money, and energy, you can, but more than likely you will be calling us back because a lot of people do that because they realize that they're not making the progress that they want. And at that point, they might say, you know what, go ahead and just schedule me. And then they schedule. Okay, so, but I need you guys practicing this. You see how confident I am when I speak. I now, I mind you, I've been doing this for years, but this is what you can practice with our Digital Mind through that app. Okay, if you download it, it's at the first when you sign in, you can get it there and practice this because it is going to be key for you to actually get clients onto your schedule. Okay. And yeah, so that's how— that is the basis of how I actually handle objections and make sure that we are getting patients, you know, we're helping patients out. That's really what it comes down to. And I'm— and remember this last thing. People pay for what they want, so don't judge a book by its cover. If a college student comes in and they say they got no money, but they might have parents that can help them out, don't judge them. Book them out for what you think that they need to get the actual result, period. We book them out for 12 sessions on the very first visit. So they come in, they— we get them over the phone, they come in the first visit, I explain the method. It's 12 to 13 sessions, and they don't have to buy into a package then, but I am booking them all the way through their sessions immediately on the first day so that they are committed to their plan of care. Now, yes, they could call us and cancel and move things around, sure, but at least it's on the schedule guaranteeing that they're going to get their spot that they want, the time that they want, and that they're going to get the results because they're consistent. Consistency is key, we know that. So just remember that.
