🏥 How to work with us: The Million Dollar PT Practice (Step-by-Step Roadmap):

https://youtu.be/1cuu8-CyIhc

Download the free Intake Call Toolkit:

https://start.therehabceos.com/lm-itc-ickit-optin

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A patient called one of Dr. Robbie Woelkers’ clinics about her lower-back pain.

His front-office coordinator—kind, helpful, and well-liked by patients—asked whether she was sure she needed physical therapy. When the coordinator had back pain, she explained, she went to a chiropractor instead.

She nearly sent a patient who was actively asking for help somewhere else.

The problem wasn’t laziness, attitude, or effort.

The call had no system.

Most clinic owners hear a story like this and think they need AI, a better script, or a naturally gifted salesperson answering every call.

But AI can collect information without necessarily earning trust. Scripts tell your team what to say without teaching them what to listen for. And relying on a star performer makes your results depend on whoever answers the phone.

In this video, Dr. Robbie breaks down a repeatable intake system your team can use to guide patients toward a clear decision—without pressure, feature dumping, or another piece of software.

We’ll cover:

— The only job an intake call actually has

— AI vs. star performers vs. a repeatable system

— The three C’s: Call Control, Conversation, and Confidence

— The seven-step P.A.T.I.E.N.T. framework

— Where most intake calls quietly fall apart

— The permission and admission moves that help patients open up

— The three levels of questioning: Physical, Participation, and Personal

— The D.I.R.T. framework for uncovering why the patient called today

— Convincing vs. persuading

— Why your team should sell the future, not the features

— How to use the framework ethically without pressuring patients

Instead of leading with dry needling, manual therapy, insurance, or available appointment times, your coordinator learns what the patient actually wants—to sleep through the night, return to the golf course, finish a shift without pain, or pick up their grandchild again.

That is the difference between processing a caller and helping a person make a decision.

Your front office isn’t the problem.

The call has no system.

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Get the complete Intake Call Toolkit:

https://start.therehabceos.com/lm-itc-ickit-optin

Inside, you’ll get:

— Every question in the seven-step P.A.T.I.E.N.T. framework

— The word-for-word intake script and three-sentence opening

— The permission ask, admission move, and D.I.R.T. questions

— The Physical, Participation, and Personal dig framework

— A scorecard for grading a recorded intake call

Pull one recorded call this week, grade it with the scorecard, and review it with your coordinator. You’ll see exactly where the conversation breaks down.

Free download. No credit card required. Ready to use this week.

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Want the complete operating system for growing your practice?

Watch The Million Dollar PT Practice (Step-by-Step Roadmap):

https://www.youtube.com/watch?v=H1iR7O604Jg

00:00 - The Call That Nearly Cost the Clinic a Patient

01:04 - Why Physical Therapy Should Be Easy to Sell

02:02 - What You’ll Learn

02:21 - Where Intake Fits in the Patient Journey

03:48 - What Percentage of Callers Actually Schedule?

04:22 - AI vs. Star Performers vs. a System

06:35 - The Real Job of an Intake Call

07:59 - The Three C’s of Patient Intake

08:59 - How Intake Fits the Full Operating System

09:48 - Why Scripts Don’t Create Better Conversations

10:30 - The Seven-Step P.A.T.I.E.N.T. Framework

14:21 - Where Most Intake Calls Quietly Die

15:12 - Step 1: Ask Permission

16:01 - Step 2: Make an Admission

17:25 - Step 3: Dig Beneath the Symptoms

18:25 - Physical, Participation, and Personal Questions

19:37 - The D.I.R.T. Question Framework

20:30 - The Most Underrated Intake Question

21:06 - Building Front-Office Confidence

22:25 - Convincing vs. Persuading

22:51 - Sell the Future, Not the Features

23:53 - The Expensive Assumption Clinic Owners Make

25:35 - How to Use the Framework Ethically

26:54 - The Three C’s and Seven Steps Recap

28:07 - What to Fix Next