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APHA Expert and SIG Call-ins:
Schedule of Upcoming Calls

Teleconferences with Guest Experts or Special Interest Groups
on Topics of Interest to Patient Advocates and Care Professionals

 
Looking for call in / dial in details and numbers?  They will be emailed to registered participants, usually twice; once the day prior, and again a few hours before the call. We do not post them here, because PIN numbers may be changed. 

If you believe you should have received the call-in numbers, please check your spam folder first before contacting us.

 


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Phone Calls with Potential Clients: Screening for Success

Tuesday, January 23

7 PM eastern / 6 PM central / 5 PM mountain / 4 PM pacific

Your phone rings and a new, potential client, one you’ve never heard from before, is calling.

Result #1: If you handle the call well, you’ll end up with a new client, a signed contract, and full payment.

Result #2: If you don’t handle it well, then you’ll hang up the phone, having wasted your time, with no opportunity to work with that person.

Result #3: If you handle the call well, then you’ll secure the client and a contract and be paid for your hard work. But – what if the client refuses to make the final payment? Is it possible to identify those who might balk at payment, and prevent that problem during that very first screening call?

That’s a lot of pressure! So – what’s the difference among those scenarios? If you're not arriving at Result #1, what should you differently? How do you screen the call to be sure your result is #1?

AnnMarie McIlwain of Patient Advocators, one of our most successful APHA members and advocates, has spent years honing her phone screening abilities. Now she has agreed to share her secrets with you. How can you know if a caller has enough money to hire you? How do you know they’ll actually pay you what they owe? What problems can you help them solve? How do you quickly assess the scope of need, then discuss a possible contract with them? How do you move to contract, then initial payment (before you start the work?), then your final payment, too?

Alternatively, how can you identify the red flags that suggest you shouldn’t work with that person? How do you draw the line between being empathetic, and wasting too much time on the phone with someone who isn’t really a good prospect?

Join us for this nuts-and-bolts, gotta do it right APHA Expert Call-in to learn more about screening and handling potential client phone calls.

• Registration for this call will begin in mid-December.


 


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Troubleshooting the Train Wrecks

Monday, February 26

7 PM eastern / 6 PM central / 5 PM mountain / 4 PM pacific

We've all had them - or at least those of us who have established advocacy practices have.

Train Wrecks - those business mistakes we've made that helped us learn the hard way to do something differently the next time. Examples:

  • You didn't collect your money upfront and now you've been left with a deadbeat client who just won't pay his balance.
  • You spent an hour on the phone trying to get a possible new client to sign with you - and just like a fish, he took the bait and ran. No client.
  • Your client is insisting you promised to do something that you can't do.  Even though you're sure you would not have promised it, you have no way to prove that to him.
  • Mrs. Frederick is thrilled you are her new advocate - and her new best friend. And now you can't get her off the phone!
  • You didn't estimate your time well, and now every hour you work with your client is costing you time (and time is money) you hadn't planned for.

These are just some examples of problems reported by new and experienced advocates. Each one has a solution! Or - at least a lesson that can be learned so it doesn't happen a second time.

Please share YOUR train wreck!

We'll collect stories from you, and (if you have figured them out) solutions, too. What have you done that you wished you hadn't done in your advocacy practice? Did you do something different the next time?  And if not, are you looking for a solution?

Our guests will be those brave-enough members who are willing to tell their own stories, then others who have solutions or better approaches. We'll all learn from each other's mistakes. We'll laugh at ourselves, and we'll knuckle down to be sure we have solutions to these advocacy business conundrums - ways to improve all our practices.

• Registration for this call will begin in mid-January. 


 

 

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