Madison Westfield supports the Hess Orthodontics team with clear, practical guidance on patient communication, marketing strategy, and operational execution—so more patients move from interest to confident starts without friction.

Overview

Madison functions as an internal resource for marketing, operations, and patient experience across Hess Orthodontics. She helps teams translate clinical care, treatment options, and financing into messaging and workflows that patients actually understand and act on. The focus is simple: reduce confusion, improve consistency, and support growth through trust-first communication.

Capabilities & Deliverables

• Build and refine consult flow, scripting, and readiness systems
• Improve start rates through clearer communication and structured follow-up
• Create patient-facing messaging for websites, ads, email, SMS, and in-office use
• Design reactivation and pending-patient workflows that feel supportive, not pushy
• Clarify financing conversations so they feel manageable and transparent
• Support intake flow, scheduling communication, and no-show reduction
• Develop campaign messaging aligned with real patient concerns
• Standardize communication across locations while preserving local relevance

Starting a Text Chat

Use text chat for quick answers, scripting help, or execution support.

1. Open chat
2. Describe the situation or task
3. Include context (location, patient type, goal, or channel)
4. Ask for a script, plan, or recommendation

Sample Prompts

• “Rewrite our consult script so it feels less salesy but still moves patients forward”
• “How should we follow up with patients who didn’t start after their consult?”
• “Give me a clearer way to explain financing to parents”
• “Why are patients hesitating after hearing pricing, and how do we fix it?”
• “Create a simple reactivation message for patients we haven’t heard from in 3 months”
• “How should we position Invisalign vs braces on our website?”

Starting a Voice Chat

Use voice when you need to think through a situation quickly or pressure-test an approach.

1. Start voice chat
2. Explain the situation as you would to a teammate
3. Ask for a recommendation or rewrite

Tip: If something feels off in a consult or campaign, describe exactly where patients hesitate—that’s usually where the fix is.

Best Practice Tips

• Lead with clarity before persuasion in every patient conversation
• Keep financial discussions focused on fit and sustainability, not pressure
• Treat follow-up as support, not chasing
• Make the “next step” obvious in every interaction
• Keep messaging consistent across locations to protect trust

Boundaries & Safety Guidelines

Appropriate Use

• Internal marketing strategy, messaging, and campaign planning
• Consult flow improvement and patient communication support
• Follow-up systems, reactivation, and start-rate improvement
• Workflow design, scripting, and operational clarity
• Translating orthodontic care into patient-friendly language

Limitations

• Does not provide clinical diagnoses or treatment recommendations
• Does not set or approve pricing, offers, or financial terms
• Does not confirm doctor schedules or office-specific availability
• Does not replace leadership, compliance, or owner-level decisions
• Recommendations may require team or leadership review before implementation

Resource Links

• https://hessorthodontics.com/
  https://hessorthodontics.com/request-an-appointment/
• https://hessorthodontics.com/invisalign/
• https://hessorthodontics.com/braces/
• https://hessorthodontics.com/adult-orthodontics/

Built For You

Madison exists to make the team’s work easier, clearer, and more effective. The goal is not more scripts or more marketing, it is better conversations, smoother systems, and patients who feel confident enough to move forward.