Staff Training Print copies for every future Hub expert Date & Time Reserved For Your Staff Training Date: Time Log onto www.gotomeet.me/ 1 of 9
Staff Training: Team View The Patient Rewards Hub is all about fun, fun, fun and you re a huge part of the party!! With the Hub, your patients will be able to earn points for taking good care of themselves, being on time for their appointment, referring friends, and more. They can cash in those points for gift cards to places like Starbucks, AMC Theatres, and GameStop. They can also log into the Hub to play games, participate in contests, take surveys, and leave you a great review. But they re going to need your help learning about how much fun the Hub can be. So for the next hour we re going to tell you all about the Hub and its fun features. Ready? Set. Go!! How to Access the Hub https://my.patientrewardshub.com Recommended browsers: Google Chrome, Firefox, Safari, Internet Explorer version 8 or higher (we do not support Internet Explorer 7 or lower). Create a shortcut on your desktop for quick access (admins may have already done this for you). When you open your browser (i.e. Safari, Firefox, Google Chrome), you will see a site icon or a security icon next to the web address in the URL bar. Click the logo or security lock icon and drag it onto your desktop for an easy way to access the Hub. Help & Support Help drawer Support tab support.patientrewardshub.com Home Page Logo or home tab Activity feed Messages Tasks Find bar 2 of 9
Find Bar Type name, swipe card, type card number Patient: Profile Username Tags Upload/reset photo Reset password Patient: Cards Connect card (orange) / replace card (blue) Cards used in demo are reset when you go live Patient: Add Points Add points Point comments (viewable by patients) Misc. points Token/nickel/stamp trade-in (if applicable) Card replacement (negative points) Patient: Activity Debit and credit of points VOID if necessary Patient: Redeem Points Patient has access to this in their Hub 3 of 9
Patient: Orders Hub prizes vs. in-house prizes Fulfilled / unfullfilled Hub prizes received via mail to patient in approximately 2 weeks Patient: Tasks Sample tasks: event, double points for improved OH, care call Task template (Advanced Feature refer to article in Support Center for more information) Messaging Email and/or pop-up notification on mobile app/hub message Use template or compose a new message; preview Send now or schedule later; repeating message Automatic emails notifying of activity Messages are auto copied to doctors and admin Add New User Skip adding card; cards cannot be reissued Only need to input the information indicated with an asterisk (*) Staff Profile (my profile) Staff Profile (my profile) Username/password from admin staff Review the accuracy of your profile Edit photo: upload photo (appears on patient login page and when messaging) Bio: appears on patient login page Status Updates Usually an admin feature; please contact your admin before sending a status update Messages added to patient login page (News) and in patient Hubs (desktop and mobile app) 4 of 9
Staff Training: Patient View Patients will access your Patient Rewards Hub through a link that will be placed on your website, and through the mobile app (available for ios and Android). Patient Login 16 digit username (back of reward card) Password (temp on back of card) Email entered as part of the login process Email entered in patient login field can be used as username and cannot be used in another profile as a patient email Email entered in responsible party field can be used in multiple profiles Patient Hub Experience Earn points: like you on Facebook, follow you on Twitter/Instagram, refer a friend, leave a review, answer a survey Redeem prizes Games Contest Messages Documents Notes 5 of 9
Making the Hub a Success! It s Up to You! Messages: Set a goal for yourself! Three patient messages each day is a good starting point for this valuable internal marketing communication. This is a quick and easy way to build upon your patient relationships and to stay connected with them outside the four walls of your practice. Tasks: Patients are excited to share with us all the great things that happen in their life. Tasks are a great way to set a quick reminder of these important events and cool things going on in their lives. Moms speak highly of you when they know you take the time to get to know their child. It s a winwin for everyone! Stay Excited: Your enthusiasm is paramount to the success of the program. Keep the buzz going and watch your practice grow! Consistency: It s important to award points and talk to your patients about the Hub during each visit with your office. Think of it this way: you would never start an appointment without gloves on you should never end the appointment without talking about the Hub. Getting The Word Out Rewards programs have become an important part of many retail experiences. From grocery stores to movie theaters, consumers are being asked if they are a member of the store s rewards program, and there s good reason: talking about a rewards program to every customer is critical to its success. The same holds true for your patient rewards program. Talking to every patient you see at each and every appointment about your practice s rewards program is key to the success of the program. Introducing the Rewards Program to Your Patients Scripting to Patient: We are excited to offer our rewards program to you! (We would like to make you a member of our rewards program!) You can earn points on your card for being a great patient, liking us on Facebook, playing contests and more! It s easy! This is your card; make sure to bring it with you to each appointment. We will swipe it and award points for all the things you accomplish at each visit: being on time, great brushing and more! 6 of 9
Make sure to bring your card to each visit and keep it safe because it is your golden ticket to prizes! Go to our website and click on the rewards icon, or download the Patient Rewards Hub mobile app, and enter this number on the back of your card (point out username and password) and password. You will be asked to verify your email address super important to do this so you can receive reminders about special contests and fun messages from our office. Now this is where the FUN begins! Once you login, we will always have fun things for you to do. You can see how to earn more points, play games, enter contests, and most importantly see all of the different prizes available! Lots and lots of options you decide what you want and you can work toward it at every visit, and in between visits too! Talking About the Rewards Program at Each Subsequent Visit Three key elements: 1. What did the patient get points for that day* 2. What are they saving up to purchase with their points* 3. What can they do to earn more points at home* (the focus of this should change each week and every team member should be emphasizing the same practice goal) Example: Wow, you earned *8 points today for *taking great care of your teeth. What prize are you saving up to get? Did you know if you login at home and *leave a review you could earn *50 points, which is $5.00 just for a review! You ll be on your way to an *itunes card in no time. Sample Questions: Have you done the contest yet?, Did you answer the survey question?, or Congrats, you have 100 points already; did you know you have enough points to get a prize? 7 of 9
Additional Scripting for Ortho Offices Talking About the Rewards Program at the New Patient Exam The new patient exam is the perfect time to introduce your program to your soon-to-be patient. Let your patient swipe to connect during this first visit to your practice they love doing this! Treatment Coordinator Scripting to Patient: Not only are you going to have a beautiful smile when you complete treatment in our office, but you will also have the opportunity to earn some really fun prizes along the way! We have a patient rewards program where you get points each time you come into our office. Great hygiene, good grades, seeing your dentist... these are some fun ways to rack up points on your card! You even get points just for coming in today for your new patient exam. Treatment Coordinator Scripting to Parent: It s very helpful for our assistants to prepare for patients that will be getting braces this month. If you are ready, we can schedule records today and [Patient Name] will get bonus points as well. Just want you to know that is a fun option. Talking About The Rewards Program To Your Kids Club Members Scripting to Patient: You re not quite ready for treatment, but we would like to make you an honorary member of our Kids Club rewards program. Bring this card with you to each appointment and you can earn points for being on time, taking care of your smile, and even losing a tooth. Be sure to bring your card to each visit; it s your golden ticket to racking up lots of points. When you get home, go to our website and click on the rewards card, or download the Patient Rewards Hub mobile app. Then enter your username and password from the back of your card. You will have more opportunities to earn points for participating in contests, leaving us a review, and liking our Facebook page. You may need your mom or dad s help. You can also play some really fun games for free. Let us know the next time you come in what your favorite part of the Hub was. 8 of 9
Talking About The Rewards Program To Your Retention Patients Scripting to Patient: Even though your treatment is complete you are welcome to be a part of our rewards program. There are many reward options you can take advantage of now and in the future: you can leave a review (we appreciate your feedback on your experience with us) like our Facebook page, and of course we would love to take care of patients just like you! There will always be appreciation points for any friends and family you send our way. Make sure to keep your card safe because it is your golden ticket to prizes! Now this is where the FUN begins! Go to our website and click on the rewards card, or download the Patient Rewards Hub mobile app. Then enter this number on the back of your card (point out username and password) and password. You will be asked to verify your email address super important to enter your email so you can receive messages from our office. We consider you family and have appreciated the opportunity to work with you and your smile transformation! 9 of 9