In this coaching session, Kelly Alhooie trains staff on how to respond to direct insurance inquiries that arrive via direct messages (DMs). The core rule is to completely ignore the insurance question and instead steer the conversation toward scheduling a brief phone call to understand the client’s issue. Kelly outlines a concise, two‑message DM exchange: acknowledge the client’s problem, express empathy, and ask for a convenient day and time within the next two days. She emphasizes keeping messages short, punchy, and non‑salesy to avoid losing the prospect’s attention. Once on the call, staff follow a detailed script stored in the “admin binder,” which includes talking points, objection handling, and closing language. The session also covers where to find the script and related training resources within the PelviBiz platform—specifically under the “Hiring Staff” or “Training” sections of the admin binder. Kelly demonstrates granting access to these materials and encourages new clinicians to master one process at a time, focusing first on getting patients on the phone and then refining follow‑up techniques.
Chapters
Okay, so there's two things. Number one, if anyone comes into your DMs and says, do you take my insurance? You never answer like we talked about before. Okay? What you do say is act like they never even said those words. Always going forward. Okay? Act— just ignore those words. Hey, would love to know what's going on. Completely ignore it.
Okay.
Okay. I need them then to say, and typically about 75% of the time, they will tell you what's going on. Okay, they reply back and they're like, hi, I have leakage with lifting. Oh my God, I'm so sorry to hear it, whatever you may want to say.
Okay. Yeah.
Would love to chat more over the phone so that I can get a really good understanding about truly what's going on. What day and time works best for you in the next 2 days so that we can make, so we can get this, you know, figured out quickly. And that's it. Typically it's 2 DMs back and forth, out of the DMs, straight on a call. You never wanna hang out in the DMs that long.
Yeah. Okay. That makes sense.
Because the other question will come back up. So do you take insurance?
Right. Um, so like what's a good day or time to call?
Yeah. What's a day and good— what's a, what's a good day and time that works best for you so that we can, so that I can understand more about what's going on? And I don't over-explain either, because if you write a freaking whole paragraph, they're going to ignore that because now you sound salesy and now it is too long and they're not going to read it.
Okay.
Very short, direct, punchy. That's it.
And then once I get them on the phone, I tell them why they should see me.
We go through a whole script. So that is in the admin binder. Um, I will pull that up. You will have a whole script on that and it is all written out for you. And that's, that's, that's really, really important.
You know what?
Let me just see if you were even put in.
Let me just see.
I almost feel like I need to like go with what I have scheduled for next week and like study this stuff and then do like a post on MomStyleChamp just because I feel like I just wasn't expecting to have that many scheduled already, and it's like, I, I want to get this stuff right.
Right.
Or maybe I could look over it this weekend and then, like, plan to, like, start posting and being on the phone next week.
Well, yeah, I mean, you— I, I think that's a great plan. I think, you know, master one thing at a time so you feel confident in it, right? So I think just getting your feet wet, getting these patients in, and you just getting your flow, I think that's a great strategy. Yes.
You know, it's people I know, so like, I feel very comfortable with them walking through the door and it's like the same me. So yeah, but I wanna make all of this a priority 'cause I know like I have this influx of people because they're like following me, but I need to like keep that—
Yeah, momentum going.
We just build off.
Yeah.
100%.
Yeah.
Yeah.
Yeah.
That's really helpful. And I will look at the admin binder for the script for the phone. I already have like a version of it that I've been saying and I feel like, I feel comfortable with it. But then when they say like, I need to check with my husband or like, let me think about it, then like, I just say— What do you say? I'm here if you have any questions. Or like people who are like calling around to all the places. I feel like at Bloom they used to say like, we're here to support you in your search or like something like that. Just kind of like not being pushy at the end.
I just feel like that's also lame because it's like they're never gonna come back to you. But so I can coach you how to do that. I'll coach you in just one second. Hold on. Let me just see.
Right.
Um, what is it called?
Training.
I'm just trying to— staff training, training staff, provider binder. Um, hold on. What is that called? Hiring staff. Maybe it's under hiring staff.
Hiring.
We have so much in here, so it's like, let me think.
Hold on. Let me figure this out.
I'm just gonna add you to a product, but just gimme one second.
I think it's under, uh, Poly Biz there. I'm gonna go here. I'm gonna go to courses. I'm gonna go to— what is it called? It is called— where'd it go? It is called trainings. No, I think it's under hiring staff. Let me just see if it's there. Yep, admin binder, hiring staff. All right, let me put that in for you. Hiring. Is it just under hiring?
Normally this is not my role, so I normally don't do this. I'm gonna see if that triggers it. It triggered something. You granted access.
You should have new PelviBiz material unlock.
Let me just make sure it's the right thing.
Um, mm-hmm.
I think it should be. Anyways, if you don't—
Oh, I see that. Okay, yeah, yeah, I got an email.
If you end up don't having it, just let me know and I will direct you in the right direction. So— Okay.
