Front Office – Responding to Customer Questions

Patients naturally have questions and your response can influence them to take positive action toward better hearing. The conversations below address questions frequently asked by patients inquiring about hearing loss.

(Note: Conclude each answer by offering options for scheduling an appointment.)
For example:
“Do you prefer the morning or afternoon? Afternoons, great!
Would Tuesday at 3pm work?”

Q: Do you charge for the hearing test or demonstration?
A: Most insurance providers including Medicare, annually cover the full cost of the hearing test, minus any co-pay or individual deductible. What insurance do you carry? The consultation and demonstration of current hearing technology is always
free of charge.
OR
A: We never charge for the hearing test, consultation, or demonstration of current hearing aid technology.

Q: Does insurance cover the cost of hearing aids?
A: Most insurance providers, including Medicare, annually cover the full cost of the hearing test, minus any co-pay or individual deductible. Occasionally insurances do cover the cost of the actual hearing aids, also. Your consultation and demonstration
of current hearing aid technology is always free of charge. If you qualify for hearing aids, and once we determine which product is suitable for you, we can make contact with your insurance company to check hearing aid coverage.
OR
A: Occasionally insurances do cover actual hearing aids. Your testing, consultation and demonstration of current hearing aid technology is always free of charge. If you qualify for hearing aids, and once we determine which product is suitable for you, we can make contact with your insurance company to check hearing aid coverage.

Q: Tell me about this feature…
A: (Explain technology briefly and enthusiastically.) Only a hearing professional is educated to provide you accurate and complete information on these hearing aids, based on your specific hearing loss and listening requirements. The consultation and demonstration of hearing aids is always free of charge. Let’s schedule time when you can get all of your questions answered correctly.

Q: Why should I bring a friend or family member?
A: Someone who knows you best will have personal perspective on your hearing situations and will help the hearing professional better understand your listening needs. Moreover, a familiar voice is helpful during the evaluation to measure hearing improvement while demonstrating hearing aids. You will also be given a lot of new
information to remember; having a companion present to help you take notes is smart.

Q: What brands do you carry?
A: We either carry or can order hearing aids from every major manufacturer, but we generally stick to a few leading suppliers that offer the most advanced and reliable technology. With so many products and options, it’s smart to schedule time for a complete hearing evaluation and rely on the expertise of the hearing professional.

Q: Why are hearing aids so expensive?
A: Hearing aids are priced according to features and performance capabilities and start around $XXX each. It’s important to know the cost of a hearing aid includes a generous maintenance package with loss protection coverage. Most importantly, you don’t pay extra for office visits. Our cost to deliver you ongoing service is included in the upfront price. Does this make sense?

Q: I will think about it and call you back.
A: Do you mind if I ask how long it has been since you first noticed a hearing problem? (Pause.) Most of our patients tell us they wish they had started down the path to better hearing much sooner. We recommend an annual check-up of your hearing to rule out potentially serious problems.

Q: I’m calling to cancel my appointment.
A: (Respond with empathy.) Is everything OK? Let’s reschedule your appointment at your convenience.

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