Can I try this scenario before signing up?

Yes. The preview on this page runs the real scenario by voice in your browser for up to five minutes. After the call, you get scored feedback, and entering your work email is what starts the session.

How do you explain why a pricier therapy is recommended now?

Start with the care-plan reasoning, not the price. Say what led to the updated recommendation in plain language, connect it to the member's goals, and be specific about why this step is being suggested now instead of staying with the earlier approach.

What if the member keeps pushing for a cheaper option?

Do not argue or retreat from the recommendation just to calm the room down. Hold the clinical reasoning, answer the cost question plainly, then shift to workable next steps like payment approaches, timing, or a follow-up conversation on logistics so the member can decide with a full picture.

Handle sticker shock on an advanced therapy

A committed member whose care plan now recommends a high-cost advanced therapy — and who balks hard at the price. Learner must hold the clinical reasoning, acknowledge the cost honestly, and offer options without discounting or backpedaling.

Standing behind the plan
Honest cost conversations
Options, not apologies

One of 13 payments & collections scenarios in the library.

Live previewPayments & collections

Denise Coleman

Member, therapy recommendation

Handle sticker shock on an advanced therapy

Skills you'll train

Standing behind the plan
Honest cost conversations
Options, not apologies

Don't take our word for it — 5 minutes, live, in your browser

Your brief

Wellness & performanceVoice · ~5 minScored: Percentage

You are meeting with Denise Coleman, a committed member whose care plan now includes a more advanced therapy with a much higher price than she expected. She is pushing back hard and wants to know why this recommendation is necessary and why it costs so much. Your goal in this conversation is to stand behind the plan, address the cost honestly, and help Denise leave with a clear understanding of the reasoning and realistic options for next steps. Keep the conversation grounded and confident without becoming defensive or backing away from the recommendation just to reduce tension.

Why it's hard

The hard part is that Denise is not only reacting to the number. She is testing whether you actually believe the advanced therapy is warranted or whether the price will make you flinch and soften the plan. If you sound vague about cost or shaky on why the recommendation changed, the whole exchange starts to feel like a sales dodge instead of a care-plan review.

The new price resets trust
She wants the rationale now
Backing off feels tempting
Cost and care are tangled

What good looks like

Stay even-toned when Denise reacts to the price, and name the concern directly instead of talking around the number.
Explain in plain language why the plan now includes the advanced therapy, including what changed in the care-plan review that led to this recommendation.
Be straight about the cost; do not blur it with soft wording or repeated apologies that leave her without an answer.
Offer real next steps such as reviewing payment approaches, setting a follow-up to sort out logistics, or giving her a clear way to think about timing.
Keep the recommendation intact while helping Denise choose a practical path forward, rather than discounting on impulse just to lower the tension.

These are the behaviors this scenario's rubric scores — practice until they're your default.

Frequently asked questions

Advanced therapy cost objection training is practice for handling a member who pushes back on the price of a recommended therapy. You speak with a voice AI persona playing Denise, explain the reasoning, address cost directly, and get percentage-based scoring on how well you held the plan and offered next steps.

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intensive outpatient client

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Mateo learns that his insurer will review whether to authorize more days in treatment and fears the program is trying to discharge him for financial reasons. He challenges the explanation and asks staff to promise that coverage will continue. The learner must clearly explain the review process and available supports without making coverage guarantees or weakening therapeutic trust.

Skills you'll train

Insurance communication
Expectation-setting
Trust-building

Gloria Ramirez

Patient, coverage questions

Payments & collectionsOnboarding

Explain insurance coverage and out-of-pocket

A confused, frustrated patient who doesn't understand what's covered. Learner must explain clearly and patiently and set accurate expectations.

Skills you'll train

Explaining coverage clearly
Accurate expectations
Patience with frustration

Carl Jensen

Patient at check-in

Payments & collectionsOnboardingCoaching

Ask for a copay without the awkwardness

A patient surprised or annoyed to be asked for payment at check-in. Learner must request it matter-of-factly, offer options, and keep it respectful.

Skills you'll train

Matter-of-fact payment asks
Offering options
Staying respectful

Where this fits

The skill

Payments & collections →

Definition, a worked example, and every scenario that trains it.

The setting

Wellness & performance clinics →

How teams like yours roll this out — results reviews, cost talks & memberships.

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