What an Injured Client Is Really Thinking
After a crash, most clients are juggling pain, transportation, work, and family responsibilities. When they hire your firm, they assume you’ll also help them figure out the medical side.
If days go by without a clear plan, anxiety spikes. They wonder:
- “Am I supposed to schedule my own care?”
- “Does my health insurance cover any of this?”
- “Is anyone actually working on my case?”
Where Scheduling Usually Breaks Down
Even organized firms tend to have informal scheduling processes: whoever has time that day calls around to providers and hopes for something soon.
That leads to:
- Clients calling three different people at your office for updates.
- Missed messages between your team and the medical office.
- Appointments set with providers who don’t understand liens.
A Simple, Repeatable Scheduling Script
You don’t need a complicated system to calm clients. You need a predictable script that every staff member uses after intake:
- Step 1: Confirm preferred location and availability.
- Step 2: Check your lien-based network for the best match.
- Step 3: Book the appointment while the client is still on the phone, when possible.
- Step 4: Text or email confirmation with date, time, address, and what to bring.
Use your text messages
Clients will often trust a text confirmation more than a voicemail. Make sure every scheduled appointment is followed by a message your client can quickly reference.
Why a Lien Network Makes This Easier
When your team isn’t guessing which providers will take a lien, it’s much easier to speak confidently with clients:
- They know which clinics can see clients quickly.
- They understand which specialties are available in each area.
- They don’t have to negotiate lien terms on every case.
That confidence comes through on every call and reduces the “did you forget about me?” feeling your clients dread.