Ep. 51 - The First Voice Patients Hear: Connection, Volume, and Trust

Dr. Daniel Noorthoek and Erica sit down with Robert Odom and Alex for a conversation that explores the patient journey from an angle most people never see—the very first phone call.What makes this episode unique is that both Robert and Alex are Done In One patients themselves. Today, they sit on the other side of the experience, helping guide new patients through the earliest and often most overwhelming stage of the process.Alex, who works remotely from Indiana as a Patient Advocate, is often the first voice patients hear when they reach out. She talks about how her own journey as a patient naturally shapes the way she communicates—especially with anxious callers—and why she only brings that experience into conversations when it genuinely helps build trust and clarity, not as a sales tool.Robert joins from the marketing side to break down how leads are generated, how patient stories fuel the majority of Done In One’s messaging, and why the organization has intentionally built a system centered on human connection rather than call centers or scripts. Together, they explore how Alex acts as the critical bridge between marketing and treatment coordination, and how that handoff impacts both patient experience and overall case flow.The conversation also dives into what it actually looks like behind the scenes: managing high-volume inquiries across multiple locations, using CRM systems and automation tools like HubSpot, and balancing efficiency with a deeply personal, conversation-driven approach. They also discuss how AI is beginning to support administrative work—freeing up more time for meaningful patient interaction rather than replacing it.At its core, this episode is about trust from the very first touchpoint—and how two patients now help shape that experience for every new person who reaches out.🎧 Listen now and go beyond the arches with us!💻 Visit the DIO website for more information: https://getdoneinone.com📩 Email questions or comments: [email protected]☎️ Speak to a Patient Care Coordinator: (561) 468-8812📲 FOLLOW US ON SOCIAL MEDIA AS WE BUILD OUR COMMUNITY! Facebook - https://www.facebook.com/BeyondTheArches TikTok - https://www.tiktok.com/@beyond.the.arches Instagram - https://www.instagram.com/beyond_the_arches_podcast YouTube - https://www.youtube.com/@BeyondTheArchesJoin our private, uncensored Facebook Group and talk with other current and future patients 24/7: https://www.facebook.com/share/g/12JXkZuHhkg/?mibextid=wwXIfrThank you for being part of the Done In One® experience!