Patient Relationships & Client Retention: The Journey from Prospect to Patient

Friday, May 30, 2025

1:45 PM – 4:00 PM PDT

Location: Royal Ballroom 14

Moderator(s)

Karen Zupko

Faculty(s)

Karen Zupko
Audrey Neff

Senior Director of Marketing
Boca Raton, Florida

Session Agenda:
- Objection Handling Activity
- Effective Patient Follow-Up Strategies Workshop
- Building an In-House Patient Loyalty Program Activity

What to Expect & Learning Objectives:

Identify key drivers of retention and the importance of effective communication.
Learn fundamentals of objection handling, including common financial non-financial barriers to conversion with take-home role-play scripts to practice with staff.
Gain and understanding of “heart sell” and the FORD technique.
Receive effective strategies to patient follow-up, including scheduling and personalization. Receive effective strategies to patient follow-up, including scheduling and personalization.
Design a ready-to-implement loyalty program designed to encourage patient retention and referrals, while adding value for the patient.

Presentations:

1:50 PM – 2:05 PM PDT

Key Drivers of Retention and the Importance of Effective Communication
Faculty: Karen Zupko
2:05 PM – 2:45 PM PDT

Interactive Objection Handling & Patient Acceptance Activity
Faculty: Karen Zupko
2:45 PM – 3:25 PM PDT

Effective Follow-Up Strategies for Retention Workshop
Faculty: Karen Zupko
Faculty: Audrey Neff – PatientNow
3:25 PM – 4:00 PM PDT

Building an In-House Patient Loyalty Program
Faculty: Audrey Neff – PatientNow