OrthoFi gives you deep data, but the win comes from how you work it. This playbook is a white-paper style guide for Treatment Coordinators (TCs) who want to turn pending exams into starts in 10 days—without feeling like a salesperson.
The Operating Cadence (10-Day Cycle)
This rhythmic approach ensures high-value patients are always prioritized and followed up consistently.
| Phase | Days | Action | Focus |
|---|---|---|---|
| Setup | Day 1 | Pull Consults Last 14 Days (Pending Decision). Tag each patient with one blocker: Cost, Timing, Insurance, or Confidence. Draft a 1-line plan in the note. |
Prioritization and Planning |
| Primary Outreach | Days 2–4 | Call/SMS the top 5 by value and urgency. Use the objection-specific scripts below. Log a micro-note immediately. | Urgency and Specificity |
| Doctor Alignment | Day 5 | Send the doctor a 5-line summary (patient, blocker, ask). Request one custom video snippet or voice note for the highest-value patient. | Confidence and Support |
| Second Touch | Days 6–8 | Re-contact using a different channel (Call → SMS → Email). Swap the outreach angle (Cost → Timing; Timing → Benefits). | Persistence and Angle Swap |
| Triage & Close | Days 9–10 | No response: Send a "light exit" note offering to hold pricing for 7 days. Engaged: Propose two concrete times and a simplified payment option. | Friction Removal |
Objection-Specific Micro-Scripts
Use these concise, specific scripts to overcome the most common patient hurdles:
- Cost (Defaults to Payment Fear):
"We can start as low as $X today and spread the rest. Want me to run two payment options for you? It won't affect your quote."
- Timing (Too Busy):
"Your scans stay valid for 30 days. If we book a 15-minute start visit next week, we keep your plan and pricing without another exam."
- Insurance (Coverage Uncertainty):
"Your benefits renew on [date]. I can verify in 5 minutes and lock a start that uses this year's coverage—want me to check now?"
- Confidence (Doctor Trust / Second Opinions):
"Dr. [Name] recorded a 20-second note explaining your options—want me to text it over?"
Four High-Leverage Lists Inside OrthoFi
Focus your energy on the lists that yield the fastest conversions:
- Pending with verified benefits expiring in ≤45 days:
- Action: Lead with "use it before you lose it" and a 2-slot offer this week.
- High plan value + no down payment set:
- Action: Offer two A/B payment paths; anchor with the smaller initial payment to reduce friction.
- Siblings/parents already in treatment:
- Action: Acknowledge family in care, propose aligning schedules, and offer a micro-discount on records to remove an excuse.
- Consults >14 days old with no notes:
- Action: Send a light reactivation SMS: "We kept your treatment notes—want me to hold your pricing for 7 days?"
Notes That Keep Everyone Aligned
- Keep notes to one line: blocker + offer + next step.
- Prefix with date for clarity:
[12/05] Cost. Offered 0% with higher monthly; patient wants weekend start. - Add a doctor task if needed:
[Ask Dr: 20-sec video for Mia re aligner vs braces.]
Quick Math TCs Can Share Confidently
Use simple comparisons to make the cost tangible and less intimidating:
- "At $X/month, your total is $Y. That’s about the cost of one family dinner out."
- "If we start before [date], your insurance covers $Z—after that it may reset."
- "Aligner vs. braces: the monthly difference is roughly $A."
Day-by-Day Checklist (Copy/Paste)
| Day | Checklist Action |
|---|---|
| Monday | Pull list, tag blockers, call top 5, send doctor a 5-line alignment. |
| Tuesday | Second channel outreach to non-responders; log notes. |
| Wednesday | Run benefits checks; text benefits-heavy patients. |
| Thursday | Push two-time options to engaged patients; request one doctor video. |
| Friday | Send "hold pricing for 7 days" message to cold patients; recap wins to doctor. |
What “Good” Looks Like (TC Scorecard)
Track these metrics to measure the effectiveness of the 10-day cycle:
- Outreach completed for 90% of new consults within 48 hours.
- Two touches per patient, two channels, within 7 days.
- Notes on every touch: blocker + offer + next step.
- Weekly starts lifted by 2–4 per location after 3 weeks of the cadence.
Use this as a living playbook. Keep it human, keep it short, and let OrthoFi’s data drive where you spend your time. Your patients will feel guided—not sold.
Do you need help turning this into a high-impact email summary for OrthoFi users?