Welcome to the Insurance Navigation Training! This document goes through how to handle insurance questions and overcome objections.. Our goal is to make sure you and your teams feel empowered to answer patients’ questions without hesitation and get them excited about your services. Insurance doesn’t have to be a stumbling block—it’s just a part of the conversation!
Know Your Value:
First things first: you’ve got to believe in what you offer. Whether you accept insurance or not, the value of the services is top-notch. Patients can tell when we’re unsure, so it’s important to be confident and speak with enthusiasm. Know how to explain why we’re worth it, and let that energy come through when you talk to patients.
Be Prepared:
One of the easiest ways to feel confident is by having a go-to response ready for insurance questions. Try using phrases like “We have great self-pay options that are perfect for you!” or “We see patients like you all the time, and we can definitely work something out.” The key is to keep the conversation moving—don’t let insurance concerns derail the whole thing. Quickly shift into scheduling, and let them know we’re here to help!
Simple, Positive Responses:
When patients ask about insurance, keep your answer short and sweet: “We don’t accept that insurance, but we offer excellent self-pay options!” This lets them know right away that we have a solution and that we’re focused on making things easy for them. If we accept FSA or HSA, definitely throw that into the mix, too.
Keep the Conversation Moving:
Once you’ve mentioned our self-pay options, be ready to explain what they are and how they’re designed to fit different needs. Focus on the benefits for the patient—help them see that they’re getting real value without needing insurance.
Focus on Helping, Not Selling:
We’re here to help people reach their health goals, not just to make a sale. If we approach each patient's interaction with that mindset, they’ll feel it. And when patients trust us, they’re more likely to commit.
Review Our Pricing:
It’s always good to make sure our pricing reflects the true value of what we offer. We don’t need to lower prices to make a sale, but we do need to make sure patients know what they’re paying for and why it’s worth it.
Don’t Write Off Leads:
Just because someone asks about insurance doesn’t mean they can’t afford the care. They may be a great fit—we just need to help them understand their options. Let’s stay positive and keep the conversation focused on solutions.
Practice Makes Perfect:
Regular training is key to keeping everyone comfortable and prepared. Run through common insurance questions and objections so that you can handle them smoothly and confidently.
Role-Playing Scenarios:
Do some role-playing to make sure everyone feels good about handling different situations. Whether it’s over the phone or in person, the more we practice, the easier it’ll be when the real thing comes up!
Scenario 1: Patient Asks About Insurance Coverage
Patient: “Does my insurance cover red light therapy?”
Response: “Typically, insurance doesn’t cover red light therapy, but we have fantastic self-pay options that are designed to make this really easy for you!”
Scenario 2: Patient Worries About Cost
Patient: “I don’t think I can afford this without insurance.”
Response: “I totally understand, and we work with patients all the time on this. We’ve got several self-pay options that fit different budgets. Let’s talk through what works best for you.”
Scenario 3: Patient Wants to Use Insurance
Patient: “I’d really like to use my insurance.”
Response: “I get it! While we don’t accept that insurance, we do have some awesome self-pay options that give you great value and flexibility. I’d be happy to go over those with you!”
Per-Visit Payment:
This gives patients the flexibility to pay as they go. Perfect for those who need more control over their schedule or budget.
Care Plans:
These plans offer discounts for patients who commit to a series of treatments, such as:
Comprehensive correction plans
Short-term trial plans (Repair and Restore)
Ongoing wellness care
Once patients complete their corrective programs, offer a discounted wellness plan to keep them coming back for regular visits—whether that’s weekly, bi-weekly, or monthly. Not only does this support their long-term health, but it also extends the lifetime value of your patients. Plus, happy, loyal patients are more likely to become brand advocates who refer new patients to your practice!
Talking about insurance doesn’t have to be a roadblock. If we approach every conversation with confidence and a patient-first attitude, we’ll be able to navigate these questions smoothly. Remember, it’s all about showing patients the value we offer and reassuring them that they’re making a great investment in their health. Together, we’ve got this!
