Somewhere in your database is a patient who bought from you in 2019
Her aids are six years old. Her warranty ran out three years ago. She’s been in twice since, both times for a repair, and both times somebody fixed it and she went home.
Nobody has talked to her about new technology, because nobody has had a reason to think about her since the last time she walked through the door.
There are a few hundred more like her.
Every patient you have is on a clock
Aids age. Warranties expire. Insurance benefits reset. Annual tests come due. The person who tested in March and wanted to think about it is still thinking about it.
You know all of this. Acting on it is the problem, because acting on it means somebody sits down every week and works out who is due for what, and that somebody also has a schedule full of patients.
amplifyCRM Pro is what does that instead. It knows where every patient sits on the clock and reaches out at the right moment, in whichever way that patient actually responds to, for as long as seven years.
A patient’s whole life with your practice, on a schedule
Before they come in. Somebody who fills out a hearing check online gets scored, gets the guide, and moves into follow-up written for people who suspect they have a problem and aren’t ready to say so.
Around the appointment. Confirmations and reminders go out. If they cancel, a rescheduling sequence starts. If they don’t show, a different one does.
If they test and don’t buy. They get followed up with for a year, on a schedule built for a decision that size, and the sequence is different for a first-time patient than for somebody replacing aids they already own. The day they purchase, every sequence stops on its own.
The first ninety days after they buy. Notice when the aids are ready. Notice when a repair is ready. A check-in three days after delivery, and again at three months, because that’s when people quietly stop wearing them.
The service years. Cleaning reminders every three months. Cerumen management. Dehumidification. Annual testing. Cognitive screening.
The renewals. Warranty expiration, insurance eligibility, lease renewal, each tracked separately and each with its own reminders.
The upgrade. Starting around month thirty-six and running past month ninety, with the offer rotating so the same patient doesn’t get the same letter four times.
All of it by text, email, printed letter, voicemail, or a call task that lands on somebody’s list, depending on which one that patient actually answers.
Your database sorts itself the whole time, by when they last came in, how old their aids are, and where their warranty stands. Nobody maintains a list.
The process was easy and the support has been great. Their expertise in automating our patient marketing has streamlined our processes, saving us time and ensuring that we stay connected with our patients. The return on investment we’ve seen is unparalleled, outperforming any other marketing efforts we’ve tried in the past.
A marketing company doesn’t have a cerumen management sequence
They have a newsletter template and a review request.
The reason there’s a cognitive screening reminder in here, and a dehumidification reminder, and a separate track for a patient replacing aids versus a patient buying their first pair, is that I built these for my own practice first and then kept fixing them for six years while running it.
There are 190 of them. Every practice gets all of them. Nothing is held back for a higher tier.
Nothing gets dropped on the way in
A missed call gets a text back before the person has put their phone down. That one alone recovers more patients than most practices would guess, because somebody who called and got nothing usually calls the next name on the list instead of trying you twice.
Webchat, messages through your Google listing, forms on your website, and calls all land in the same place. One thread per patient, in the order things happened, with calls recorded and written into it.
Two things follow. New staff stop starting from zero on every patient. And when somebody tells you they called three times and nobody got back to them, you can find out in about eight seconds whether that’s true.
Reviews, without the trick
Most review tools in this industry do the same thing. They ask the patient how the visit went, then show the Google link to the happy ones and route everybody else to a private form. It’s been standard practice for a decade.
It’s also against Google’s policies, and it can cost a practice its reviews or its profile. If that’s how your current setup works, you probably didn’t know, because the company that sold it to you had no reason to mention it.
Ours doesn’t work that way. Every patient who lands on the review page sees the same thing: Google, Facebook, Yelp, wherever you want reviews. Anybody can leave one.
There’s also an option to send a comment straight to you instead. Not as a diversion, as a real choice, because some patients would rather tell you than tell the internet and a practice that never hears from them loses the chance to fix anything.
When nobody can pick up
Nobody answers your phone better than your patient care coordinator. They’re also not answering it at 7:40 on a Saturday night.
So the honest comparison isn’t a person against an AI. At that hour the choice is between this, a stranger in a call center reading off a clipboard, and a beep.
What it does. It answers. It gets a name, a callback number, an email if they’ll give one, what they need, whether they’re over eighteen, and what day and time suits them. Then it tells them your scheduling team will call to confirm.
What it doesn’t do. It doesn’t touch your schedule. Nothing lands on your calendar without one of your people putting it there.
What happened at my practice. We used to get about four voicemails a week. We now get fifteen to twenty messages a week from the AI, and four to five of those are appointment requests. The appointment requests alone match what the old channel produced in total.
A voicemail gives you a name you can half make out and a number you replay three times. This gives you a name, a number, what they need, and when they can come in, already written down.
Where it struggles. Older patients don’t love talking to a computer and they’ll tell you so. If the television is loud in the background it has real trouble understanding them. It is not as good as your coordinator and I won’t pretend otherwise. It is considerably better than what’s actually running at that hour.
It’s included. It isn’t an add-on and there’s no separate charge for having it.
Also available: fire your phone company
Your phones can run on amplifyCRM Pro. They ring the way they always did, and every call lands in the patient’s record, recorded and written down, with no separate call tracking service bolted on.
It runs my own office.
It isn’t right for every practice, and how your office is wired decides that more than anything else. Ask me about it in our meeting and I’ll tell you straight whether yours is a fit.
The reason the last one didn’t stick
You bought software once and nobody ever built anything in it. That’s not a discipline problem. Nobody in a hearing practice has an afternoon to learn a workflow builder.
So you don’t have to.
Everything in here is already written and already running. Change any of it you want, and if you’d rather have your own people building things, we’ll teach them.
If you’d rather not, tell us what you want and we’ll build it. A newsletter, a new sequence, a form, a change to how a reminder is worded. That’s a normal request, not a project.
And there’s live chat 24 hours a day, seven days a week, with a video call if something needs to be looked at together. Your front desk can ask a question at 7am on a Sunday and get an answer.
What this won’t fix
Software doesn’t answer messages. People do.
Fifteen to twenty messages a week is fifteen to twenty things somebody on your team has to work. If nobody opens the inbox, you’ve bought a very well-organized record of patients you ignored.
I won’t sell you automation as a way out of a staffing problem. If you’re a person short, you’re a person short. This makes that person’s day better rather than making them unnecessary.
And if your team has already decided that any new system is something being done to them, start there instead. The practices that get the most out of this have somebody on staff who owns it. It’s usually the front desk, and it usually takes about two weeks before they stop wanting the old way back.
This is patient information, so it gets treated that way
We sign a business associate agreement with your practice before any patient data moves. Every practice, every time, not on request.
The data belongs to your practice. If we part ways, it leaves with you.
Ask any marketing company offering you patient messaging whether they’ll sign a BAA. It’s a short conversation and it tells you most of what you need to know about them.
The consent side runs on its own. Opt-ins are captured with a date. A patient who replies STOP is out immediately. Bounces, complaints, wrong numbers and unsubscribes are all handled without anyone watching for them.
There is also a path for patients who have died, so a family doesn’t get a cleaning reminder six weeks after a funeral. In this field you need that, and it took losing a patient to think of it.
It has to live with what you already run
Your office management system stays where it is. amplifyCRM Pro sits alongside it so patients, appointments and notes don’t get entered twice.
If you’re on amplifyOMS, the connection runs both directions and there’s nothing to think about. If you’re on CounselEar, we connect directly to it.
On anything else, we’ll train your team to bring the data over on a weekly import. That’s a real answer rather than a polished one. It works, plenty of practices run that way, and it isn’t the same thing as an integration, so I’m not going to call it one.
What it costs
$500 to set up. $495 a month.
On top of that there’s usage, billed from a balance you top up. Text messages, phone minutes, and printed mail. Two of those matter: the upgrade sequences send real letters, and if you’re running the phone system you’re paying for minutes. Everything else is pennies.
I’d rather tell you that now than have you find it in month three. Most practices land in a predictable range and we’ll walk through what yours looks like on the call.
There’s an unlimited plan for the AI usage. Most practices never come close to the volume that would make it worth buying, so we don’t sell it by default. If you turn out to be one of the ones who would, we’ll tell you.
Most practices want the website alongside this, and together it’s $1,000 to set up and $795 a month, which is less than the two separately.
Questions people ask
- How long until it’s running?
- Ten to fifteen business days.
- Do I have to set all of this up?
- No. It comes built. Change what you want, ask us to change the rest.
- Can my staff learn to build their own?
- Yes, and we’ll teach them. Plenty of practices never bother, and that’s fine too.
- What if I need something that doesn’t exist?
- Tell us and we’ll build it.
- What if something breaks at a bad time?
- Live chat is staffed around the clock, with a video call if it needs eyes on it.
- Will my patients think this is impersonal?
- Some of it is a reminder a machine could have sent, and everyone knows it. The rest is a note that goes out at the right moment because somebody built the timing years ago. Patients notice being remembered more than they notice who typed it.
- Does it replace my front desk?
- No, and anybody selling you that is selling you a problem.
The clock is running either way
The patient who bought in 2019 is going to replace those aids sometime in the next two years. She’ll do it with you or with whoever asks her first.
Part of the Ear Level growth system for hearing care practices.