Closing Scripts

Moving to admission, gathering final details, and booking the arrival.

Transition to Close

When they're ready (or nearly ready), don't overcomplicate it:

"Let's get everything set up right now."

"What time works best for you to arrive?"

"I'm going to transfer you to our admissions team to finalize the details."

Gathering Final Details

Keep it simple and sequential:

"Okay, let me just get a few more details and we'll be all set."

"What's the best phone number to reach you?"

"And do you have your insurance card handy? I'll need the member ID."

Confirming Commitment

"So we're looking at tomorrow at 10am—does that work?"

"Perfect. I'll have everything ready for you when you arrive."

Handling Last-Minute Hesitation

Sometimes they get cold feet at the close. Stay calm:

"I hear you. It's a big decision. But you called for a reason today. What would help you feel more confident about this?"

"What's holding you back right now? Let's talk through it."

Setting Expectations

"When you arrive, you'll check in at the front desk. They'll do a quick medical assessment, and then we'll get you settled in your room."

"You can bring comfortable clothes, toiletries, and any medications you're currently taking. We'll go over everything else when you get here."

Follow-Up for Non-Commits

If they're not ready to commit today:

"I understand you need some time. Can I check back in with you tomorrow?"

"Let me give you my direct number. When you're ready, call me directly and I'll make sure everything moves fast."

Pro Tip: Get permission to follow up. Callers who aren't ready today may be ready tomorrow—but only if you stay in touch.

Commitment Phase Scripts from 572 Calls

The commitment phase is where conversations become admissions. Here are the verbatim scripts that close calls:

Name Collection

"And what's his name?"

Frequency: 4+ occurrences | Why it works: Simple, direct. Asking for name signals transition from information-gathering to action-taking.

"And what's your name again?"

Context: Confirms caller identity for follow-up | Impact: Creates accountability on both sides.

The Callback Number Sequence

"What's the best phone number to reach you?"

Why it works: "Best number" implies follow-up is expected. Gets direct contact information.

"And is this his number too? Or is there another number for him?"

Context: Loved-one calls | Impact: Gets patient's direct contact for facility follow-up.

The 10-15 Minute Callback

"So what's gonna happen is, so we'll have a bed and can get him in here. So what I'm gonna do, I'm gonna pass his information along to the facility, and they'll call you back in, like, ten to fifteen minutes. Okay?"

Agent: Jake Smith | Why it works: Sets specific timeline expectation. "10-15 minutes" creates urgency and commitment. Caller expects the call and answers.

"The facility is gonna give you a call here, probably within the next ten to fifteen minutes. Okay?"

Frequency: Multiple occurrences | Impact: Consistent messaging creates reliable expectation across all calls.

The Insurance-First Transition

"We would just have to verify insurance benefits first and then do an assessment over the phone."

Agent: Jake Smith | Frequency: 2+ occurrences | Why it works: Sets clear two-step process. Insurance verification is easy first step. Assessment is natural second step.

"So let me get your insurance information. Do you have your card handy?"

Impact: Moves directly into action. Asking about the card signals that process is starting now.

The "Now" Positioning

"We can get him in this week. Let me just verify the insurance and we'll know exactly what we're looking at."

Impact: Creates immediate timeline without pressure. Insurance verification becomes gateway to admission.

"Okay. So it sounds like we're gonna move forward. Let me get a few more details."

Why it works: Assumes commitment. Transitions smoothly from discussion to action.

The Full Commitment Sequence

Here's the complete flow from agreement to handoff:

Step-by-Step Commitment Flow

Step 1: Confirm Intent

"So it sounds like you're ready to move forward?"

Step 2: Collect Name

"And what's his name?" / "Remind me of your name again?"

Step 3: Get Callback Number

"What's the best number to reach you?"

Step 4: Set Expectation

"The facility will call you in 10-15 minutes."

Step 5: Confirm Understanding

"You'll hear from them shortly. They'll walk you through everything."

The Warm Handoff Script

"What I'm gonna do is pass this information along to the facility. They'll call you directly to go over the next steps - arrival time, what to bring, all that stuff."

Why it works: Explains what happens next. Caller knows to expect the call. Removes ambiguity.

The Same-Day Close

"So we're looking at today at 2pm—does that work?"

Why it works: Specific time creates concrete commitment. Easier to say yes to specific plan than vague "soon."

When They're Not Ready to Commit

"I understand you need some time. Can I check back in with you tomorrow?"

Impact: Respects their timeline while maintaining connection. Gets permission for follow-up.

"Let me give you my direct number. When you're ready, call me directly and I'll make sure everything moves fast."

Why it works: Removes barrier to re-engagement. Personal contact builds trust. "When you're ready" assumes eventual commitment.

The Information-Ready Position

"I understand—ultimately, he has to want this. But here's what we can do: let's get all the information together so when he's ready, there's no delay. Can you verify his insurance while we talk?"

Impact: Prepares for commitment without forcing it. Removes future barriers. Maintains momentum while respecting patient autonomy.

The Commitment Close Checklist

Information	Why You Need It
Patient name	Facility intake, personalization
Callback number	Facility follow-up, ensures connection
Insurance info	Benefits verification, cost clarity
Caller relationship	Determines communication approach
Preferred arrival time	Concrete commitment, reduces dropout

Critical: Always set the "10-15 minute callback" expectation. Callers who know when to expect the call answer it. Callers who don't expect it often miss it and lose momentum.