Before You Start

• Access the Neuropathy email (Check Spam as well).

• Access to Call Framework: Neuropathy Call Framework - Appointment Setting

• Access to the Lead Spreadsheet: Customer Tracker

• Access to the Clinical App: Clinic Captain

Call the Lead

If they answer:

• Follow the call script: Neuropathy Call Framework - Appointment Setting

• If they agree to schedule, move to Book the Appointment steps.

If they don’t answer:

• Proceed with Follow-Up Sequence for Unanswered Leads

• Update the sheet with your initials, date, and what happened (e.g., “LH 9/16 Double Call / VM”).

Note: Warm leads from email first, reminder calls for upcoming appointments in the next 24 to 48 hours, then callbacks from spreadsheet.

Follow-Up Sequence for Unanswered Leads

(Always attempt a double-call first if no answer)

Day 1 – First Attempt

• Call 1: No voicemail.

• Call 2 (if still no answer): Leave Voicemail #1 + send Text #1.

• Call 3: Afternoon/evening if the last call is at least 3 hours ago.

Day 2

• Call only (no voicemail).

• If answered, proceed with the script.

Day 5

• Call once.

• If no answer:

  • • Send a text message.

    • Leave a voicemail.

Day 7

• Call only (no voicemail).

Weeks 2–3

• Call and text once per week.

After Week 3

• Switch to bi-weekly follow-ups (every two weeks).

Document Call Attempts & Follow-Ups

1. After calling, update the spreadsheet:

• Your name.

• Today’s date.

• Status (e.g., “Voicemail left” or “Called – No answer”).

2. Enter the next follow-up date and the sequence day (Day 2, Day 5, etc.).

This ensures anyone can see the last and next steps, even if a different team member picks it up.

Note: Once booked, the system automatically sends the patient:

• Confirmation email

• Text with the Zoom/Loom link

• Reminder text 1 hour before the consult

Consult Prep Guide Process

1. Schedule the Patient’s Consult

   • Complete the consult booking as usual.

2. Inform the Patient About the Prep Guide

   • After confirming the date/time, say something like:

“You’ll also receive a Consult Prep Guide by email/text. This will give you an idea of what to expect during your consult and answer many common questions.”

3. Verify Delivery Method

• Make sure the patient’s email and/or phone number are correct so the guide is successfully delivered. 

4. Point to the Guide’s Purpose

• Reinforce that the guide: 

  • • Prepares them for the consult

    • Sets expectations

    • Answers common questions upfront

5. Access to the Guide

• The guide is automatically sent after scheduling, but you can also share it directly if needed: 

  • • Consult_PrepGuide.pdf

6. Follow-Up Reminder (Optional) 

• If needed, remind them to check their email/text for the guide before the consult. 

Update the Lead Google Sheet

Add:

• Assigned clinician

• Date & time

• State

• Any relevant scheduling notes (patient’s symptoms, pain level, treatments tried).

  • • Example: She experiences tingling in her feet, tightness in the back of her ankle, swelling and always numb for 2 and a half years. She cannot walk. A machine can help her stand up. The left knee is painful when she bends it back - pinched nerve. She is taking Gabapentin and Lyrica for neuropathy. She had a heart surgery, and she has diabetes. Feet swelling and always numb.

This helps the clinician prepare for the consult.

Reschedule or Move Appointments

• Open the appointment event and change the date/time directly.

• Or book a new appointment from within their profile.

After the Appointment

Chris or Earl will update the sheet with the outcome:

• Qualified / Not Qualified

• Rescheduled

• Awaiting payment

• Cancelled / Lost / Won

At this point, the lead is in the clinician’s hands.

Script Tips

• Use the short, simple script: Neuropathy Call Framework - Appointment Setting

• Focus on their pain and why they asked for help:

  • • “We scheduled this call because we think you’re a good candidate.”

    • “You want to feel better and we want to help you get there.”

• Check the Objections tab for ready-made scripts to address objections.

• Lead the conversation back to the script if it drifts — the framework is designed to guide them toward booking.

• Make sure the patient understands:

  • • This requires a commitment.

    • Moving forward will involve an investment ($$) in their care plan.

Handling Missed Calls

• If the app shows “Call” in real time, you still cannot answer it.

• Often it won’t ring — in that case it will show as missed.

• We are also forwarding calls to RC # so make sure you’re in available to take the appt setting callbacks

• Call the customer back promptly or send a text:

  • • “Hi [Name], looks like I missed your call. When’s a good time for me to call you back?”

Common Rebuttals / Talking Points

• Insurance: “Because plans are tailored individually, Medicare/insurance usually does not cover it. We offer affordable plans.”

• Zoom vs. In-Person: “You can join from home on a phone or computer. We can text you a how-to video.”

• Investment: “This is a care plan to help reduce your pain. It’s an investment in your health and independence.”

• How much is it?

“Good question, [Name]. The initial consult is just X. Beyond that, I don’t have a set quote because every care plan is customized by the clinician after your evaluation.

What I can say is that if we can help, we’ll let you know — and we have options that make things manageable for just about anyone. If we can’t help, we’ll point you in the right direction.”

• Medicare/Insurance (we do not take)

Long Version:

 “I completely understand why you asked about insurance, [Name]. To be transparent, because what we do is highly specialized and fully customized, it’s not something Medicare or insurance covers.

Most of our patients actually came to us after trying the traditional route with little relief. That’s why we’ve built care plans that are both effective and affordable.

And remember, your first consultation is complimentary. You’ll meet with our clinician, understand what’s causing your neuropathy, and see exactly what your path to relief looks like. If it makes sense, we’ll create a realistic plan. If not, you’ll still walk away with answers and directions you don’t have today.”

Short Version:

 “A lot of people ask about insurance, [Name]. Because what we do is specialized and tailored, Medicare and insurance don’t usually cover it.

That’s exactly why we’ve made care plans affordable and realistic for everyday people. And remember — your first consultation is complimentary. You’ll meet with our clinician, get clarity on your condition, and then decide if a plan makes sense for you.

Our goal is to help you [restate the issue]. You have everything to gain, wouldn’t you agree?”

• Check My Calendar

“Absolutely, let’s find a time that works.

Real quick, [Name] — availability is getting slim. Let’s at least pencil in something now so you don’t lose your spot. We can always adjust if needed.

So, best guess — what day/time this week might work for you?”

• Appointment Too Far Out

“You know, late next week is looking pretty backed up for us.

Is it really impossible to carve out some time in the next few days? That way we can get you taken care of sooner.”

• Zoom vs. In Person

  • • Convenience: “Most patients love Zoom because there’s no drive or waiting room — it’s done at home.”

    • Quality of Care: “We do Zoom so clinicians can give you their full focus without office distractions.”

    • Ease & Reassurance: “It’s just one click on the link we send. We can even test it with you beforehand.”

    • Empathy + Tie-Down: “A lot of people felt unsure about Zoom at first, but ended up preferring it. You’ll be comfortable at home and still get the same care. Let’s go ahead and lock in your time — mornings or afternoons better?”

Note: We’ve created more rebuttals and will continue adding them here. For the most updated list, refer back to the full script: Neuropathy Call Framework - Appointment Setting

Key Reminders

• Warm leads from email first, then callbacks from spreadsheet.

• Always log your actions (status & next follow-up).

• Always add the correct clinician tag before booking.

• Double-check time zones and availability.

• Take notes so clinicians are fully prepared.