Taught by Kelly Letender, Director of Patient Care at AIM
(assisted by Tonya & maybe Rebecca)
📅 January 23–24, 2026
🕗 Friday 8:00 AM – Saturday 5:00 PM
Course Overview
Maintenance care isn’t the end of treatment — it’s the bridge between healing and long-term freedom.
For clinics treating chronic, complex, and degenerative conditions, maintenance plans are the backbone of sustained results and stable revenue.
At AIM, maintenance accounts for a significant portion of our patient success, and the system behind it was built, refined, and embodied by Kelly, our Director of Patient Care. In this immersive two-day intensive, Kelly will teach attendees exactly how she does it — from language to leadership, pricing to plan design, and everything in between.
This is not a theory class. It’s a practice lab.
You’ll learn the phrases, scripts, and real-world roleplays that convert a graduating patient into a committed maintenance client — without feeling salesy or pushy.
Who This Class Is For
- Doctors / practitioners who want to stabilize and predict cash flow while improving long-term patient outcomes.
- Senior Staff / Patient Care Coordinators who handle care plan renewals, financial conversations, or ongoing patient support.
- Teams looking to create consistent systems for maintenance care that both staff and doctors can execute confidently.
Learning Objectives
By the end of this 2-day intensive, attendees will:
✅ Understand the psychology and timing of transitioning patients from “active care” to “maintenance care.”
✅ Learn AIM’s proven phrases, scripts, and sequencing that create natural, confident maintenance conversations.
✅ Gain autonomy in crafting maintenance plans — including visit frequency, duration, and pricing options — without needing constant doctor oversight.
✅ Practice roleplaying real patient scenarios to embody the scripts, tone, and emotional pacing required for success.
✅ Develop clinic-specific maintenance menu options that align with both patient goals and clinic revenue targets.
Format
- Duration: 2 full days
- Teaching style: interactive lecture, live demonstration, breakout roleplay labs, and plan-building workshops.
- Deliverables: attendees leave with a full Maintenance Scriptbook™, customizable Maintenance Plan Builder Worksheet, and a Pricing Calculator Template.
DAY 1: Understanding & Communicating Maintenance Care
Theme: From “Graduation” to “Guardianship” — How to Transition Patients Smoothly
8:00–9:00 AM – Foundations
- Why maintenance matters: the economics and ethics of continuity care.
- Data from AIM: how maintenance contributes to 25–30% of total revenue.
- The psychology of the maintenance conversation — shifting from “you’re done” to “you’ve earned stability.”
9:00–10:30 AM – The Patient Journey Map
- Mapping patient stages: intensive → results plateau → stabilization → maintenance.
- Identifying the perfect timing for introducing maintenance.
- Recognizing patient readiness cues.
10:45–12:30 PM – Language Lab: The Words That Work
- Dissecting real conversations.
- Phrases / scripts that transition patients gracefully.
- Tone, pacing, and nonverbal cues in maintenance conversations.
- Common objections and emotional undercurrents (“I feel fine now,” “I can’t afford more,” “How long will this go on?”).
Lunch Break
1:30–3:30 PM – Roleplay Lab I: Script in Action
- Kelly demonstrates real patient dialogues.
- Small-group practice: delivering key scripts naturally.
- Feedback rounds with Kelly and peers.
3:45–5:00 PM – The Doctor’s Role in Maintenance Conversations
- When the doctor needs to be present — and when they don’t.
- How to create alignment between clinical and administrative messaging.
- Building doctor–staff handoffs that feel seamless.
DAY 2: Building Plans, Pricing, and Team Autonomy
Theme: Turning Words into Systems — Crafting the Maintenance Framework
8:00–9:30 AM – Maintenance Plan Architecture
- How to structure plans: visit frequency, timeframes, and progression.
- When to adjust plans for chronic or degenerative cases.
- Templates for 3-, 6-, and 12-month maintenance options.
9:45–11:00 AM – Pricing Strategy Workshop
- The math behind maintenance: profitability, retention, and sustainability.
- Pricing tiers and bundling options.
- How to present price without flinching — the confidence of conviction.
- Using AIM’s Pricing Calculator Template.
11:00–12:30 PM – Roleplay Lab II: The Financial Conversation
- Practicing pricing scripts.
- Handling price hesitations and comparison objections.
- Anchoring value: “maintenance as protection, not payment.”
Lunch Break
1:30–3:00 PM – Team Autonomy & Boundaries
- Defining staff autonomy levels: when senior staff can build or adjust plans independently.
- Creating guardrails: approval thresholds, pricing limits, and doctor review policies.
- Empowering staff through mastery, not permission.
3:15–4:30 PM – Roleplay Lab III: Real-World Scenarios
- Triaging complex cases: when to extend vs. shift to maintenance.
- Patient reactivations: bringing patients back into maintenance care.
- Handling emotional or resistant patients.
4:30–5:00 PM – Wrap-Up: Maintenance as a Culture, Not a Sale
- How to keep maintenance part of the clinic DNA.
- Final Q&A, certification, and photo session.
Deliverables & Takeaways
Each attendee receives:
📘 Maintenance Scriptbook™ – exact phrases and scripts used in AIM’s patient care conversations.
🧭 Maintenance Plan Builder Worksheet – to design customizable plans for your own clinic.
💰 Maintenance Pricing Calculator Template – to determine margins, packages, and price options.
🎭 Roleplay Companion Cards – scenario prompts for continued practice back in the clinic.