Page 54 - FG - New Franchisee - Clinic Operations - 2019

New Franchisee Clinic Operations
Facilitator Guide

Day Two • Wellness Coordinator Role

Case Studies (1 hour) (con’t)

Case Study

Patient Case Study #5
Facilitator Scenario: A patient calls complaining that they have canceled their Wellness Plan but
Notes
are still being charged

DO: Review the answers Questions Answers
to each question in the
case study of how you (Empathize with the patient. Ex., “Thank you
would handle the case What is the response for bringing this to our attention. That sounds
studies Suggested to the patient? frustrating. Let me see do some further research for
answers are also you.”)
included
Depending on whether (Cancel the patient’s account. Typical procedure
the cancel form is is that W.C.s are authorized to refund up to three
present, what are the months. (This may vary from clinic to clinic.))
next steps?

At what point would (If the patient asks for a refund for over three
this be escalated months, speak to a supervisor or Franchise owner.
to a supervisor or It will be up to the Franchise owner to decide on
Franchisee? escalating procedures.)

Congratulations!
You completed the Case Studies Checkpoint Challenge!
See your facilitator to collect your star!

© 2019 The Joint Corp. All Rights Reserved. 54 Published on: 05/31/2019