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From insurance to reactivating patients, we know obstacles pop-up, whatever you need we’ll help you find the answer.

Ask Laura Dental Office Q&A

I really don’t have time to train my employees…

Question: I really don't have time for training my employees. We've tried in the past, but it always falls to the wayside. I've asked my team to take initiative and asked them to help each other. Isn't it just easier to have my team show the new employees the ropes or how they do it? Or have the current employees train their replacements? Answer: You can use training to learn a skill or you can use training as a consistent positive reinforcement tool.

Ask Laura Dental Office Q&A

I have a question regarding being the leader.

QUESTION: I have a question regarding being the leader. You gave an example of washing the dishes if you see there are dishes in the sink. What if you are continually washing the dishes and no one takes the initiative to do the task and it's a given that "oh you'll do it. How do you handle that? ANSWER: In one of my training videos here on Front Office Rocks I talk about being a leader in the organization and that you don't have to have a title after your name to be a leader.

Ask Laura Dental Office Q&A

How can I implement change without rocking the boat?

QUESTION: I bought a practice with existing staff....how can I change things or start implementing new things without rocking the boat or making the existing team feel threatened? ANSWER: We answered a similar question a few weeks ago and you can read it here. Change can make employees feel uncomfortable because it's unknown and different. If they've always done it this way, you're asking them to change a habit.

Ask Laura Dental Office Q&A

Help! My staff is defensive whenever I suggest trying something new…

QUESTION: Help! My staff is defensive whenever I suggest trying something new/something else and they're very hesitant to change. It's not personal, I just want to see if we can do it better. ANSWER: There's a correct way to implement change and it should be a positive experience. Sit down with your team and discuss why you'd like to make this change and what your plan is, then open the discussion up to getting the team's feedback.

Ask Laura Dental Office Q&A

How do you gently let a patient know that you cannot adjust what the insurance doesn’t pay for (especially since it is insurance fraud)?

How do you gently let a patient know that you cannot adjust what the insurance doesn't pay for (especially since it is insurance fraud)? ANSWER: The best policy is honesty so telling the patient that you cannot adjust anything as it is insurance fraud is the best answer. There is no reason to make up an elaborate answer to this question...

Ask Laura Dental Office Q&A

What’s the best way to handle patient no-shows?

What's the best way to handle patient no-shows? ANSWER: The office needs to be in control of their schedule and not fill it with flakey patients, so the best way to handle no shows is to get the patient’s commitment of the importance to show up, their agreement that they won’t not show up again without notice and charge a deposit to reschedule if it makes sense.

Ask Laura Dental Office Q&A

Do you have advice for a front office team managing calls for a private practice and dental school?

Do you have any advice for this front office team managing incoming phone calls for a private practice and dental school? So it's a dental school but there is a private practice located inside the dental school. Inside the dental school, is the doctors that come through the private practice section of the of the school, essentially is full time doctors that are teachers there.

Ask Laura Dental Office Q&A

How should this busy dental practice handle their quirky scheduling situation?

The dental office has kind of a quirky situation with scheduling. They have like a doctor that comes in in the morning and then a doctor in the afternoon. So they don't they have a typical 8 hour, they have an eight hour day, but it's not necessarily one Doctor all day long. There are four hygienist, they run two main production columns, and then they run a column of new patient and emergencies typically running seven chairs. They always schedule a new patient at 8:00, 10:00 and 1:00 and struggling with trying to get the Doctor in for the new patient exam and creating that five star service for that first appointment with a new patient.

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