Patient Care Coordinator Episodes

To believe that you can have a 100% same day close rate, you also have to believe your consultations are won or lost before your prospective patient ever walks into the office. Alli shares every detail of the proven process s...

Money doesn’t have to be the reason patients hesitate, but it often is. Jenna Hennig is back to share how payment planning helps patients move forward without feeling pressured or sold to. She explains how to introduce financing naturally, frame the...

Most injectors know the two easiest ways to increase revenue, but something keeps them from actually doing either consistently. Jenna Hennig shares the two simple shifts can double per-appointment revenue: protecting patient ...

If consult fees aren’t part of your process or aren’t working, there are other ways to protect the schedule. Heather Hughes Hardy and Jenna Hennig continue the conversation with practical strategies front desk and scheduling ...

Consult fees shouldn’t be what stops a great lead from booking, but too often, they do. Jenna Hennig unblocks the blockers all front desk teams face: the consultation. Find out why these fees are essential, how they protect the schedule, and why...

Picking up the phone to talk about surgery is no small feat. It’s a leap of courage. For patients, that first call often comes after months or even years of self-doubt, research, and “maybe someday.” For providers, it’s a rem...

You know that awkward moment in a consult when it’s time to talk money? If you find yourself dreading the “how are you going to pay?” moment, this one’s your playbook for turning it into a positive, confident part of every co...

A leader’s mood sets the tone for the whole team, and if they’re having an off day, you’ll feel it. But always remember that it’s not about you. Andrea and Alli break down how to navigate those tricky moments with grace, posi...

Talking about money in a consult can make even the most confident coordinator hesitate. But what if that moment didn’t have to feel awkward at all? At La Jolla Cosmetic Surgery Centre, one small change in language—using the “...

Some patients are so loyal, they start to feel like friends. But loyalty can have a dark side when personal-professional boundary lines blur. Letting “frequent flyers” bend boundaries only creates chaos for the whole team. Gr...

You know those times when the phones get quiet and everyone starts to worry? This is the episode you’ll want your whole team to hear before that happens. PatientFi’s Blake Lucas sits down with Heather Hughes-Hardy (CORE IT Me...

When you reach the end of a consultation and someone declines your pitch because of the price, it’s almost never about the price. Understanding emotional drivers is key to closing the sale, and it’s your job to handle objecti...

“How much should you be making in your role at an aesthetic practice?” It’s the question everyone has, but few actually know the answer. Business consultant Jessica Hunter—who’s spent the last 10 years working closely with th...

Not having a clear financial policy is asking for trouble. To help protect your schedule and convert more patients, Andrea Watkins and Alli Petriella share exactly what to include in your financial policy, where to introduce ...

Some patients have one or two questions. Others have a hundred… Heather Hughes Hardy and Jenna Hennig help us understand why someone might be a “100-question patient” and navigate these challenging consultations with grace. ...

Scheduling non-surgical appointments isn’t just about filling a spot on the calendar. It’s an opportunity to start a relationship. Every first impression turns into trust. That means asking the right questions to understand w...

Angry patients aren’t just upset for no reason. They’re feeling unheard, disrespected, or scared, and how you respond in those first few moments can make or break the relationship. Heather Hughes Hardy and Jenna Hennig share ...

Patient care coordinators aren’t just salespeople. They’re listeners first, educators second, and the trusted guides patients rely on to make confident decisions. But stepping into this role, especially if you’re being promot...

We’re back with part two of our deep dive into conversion. Did you miss Part 1? Go back one episode and start there! Not just one but TWO conversion-obsessed data junkies share their best lead-generating and consultation-clo...

Not just one but TWO conversion-obsessed data junkies share their best lead-generating and consultation-closing tactics, including the easy campaign that generated over 400 leads and 35 consultation requests with a single ema...

Growing an aesthetic practice from 30 to 100 team members in just one year is almost unheard of. Heather Hughes and Jenna Hennig, sisters and coworkers at Austin Plastic Surgeon, weren’t just witnesses to this growth—they wer...

Talking about money is awkward, right? It’s taboo, it’s uncomfortable, and everyone has unspoken baggage around it. But success in aesthetics requires confidently discussing costs with patients, and being great at it helps yo...