ARTICLES BY FRONT OFFICE ROCKS
We want to offer something to parents/kids for referring friends to our office. Any great ideas you can share?
Question: We want to offer something to parents/kids for referring friends to our office. Any great ideas you can share? ANSWER: I will start by saying that since I have never worked in a pediatric office, I am not going to claim that I am an expert in this area, however, I do have some thoughts. What I am about to say on this subject pertains to all offices that are running some sort of a patient incentive program.
QUESTION: If I have two front office team members how should I divide the duties (receptionist/scheduler) and (treatment/insurance/financial coordinator)? ANSWER: How you divide those tasks can really be done in a couple of ways. Begin by identifying where each team member shines.
How to set a new employee up for success at your dental practice. Congratulations! Either you have just hired a new employee or have decided that you’re going to hire a new employee. Bad news, the process isn’t over yet.
QUESTION: How do you deal with patients who are requesting a specific hygienist. ANSWER: For practices that have more than one provider seeing patients, ie… multiple hygienists or doctors, the best-case scenario for the office, is to be able to move the patients around as needed according to what works best for the schedule.
Managing stressed out attitudes within your dental team. In a dental office, we have things that happen continuously throughout the day. We have patients who cancel, schedules fall apart, supplies are late, overhead is up, bills are due…
QUESTION: How many people are needed to run the front office smoothly? ANSWER from Laura Hatch: It is very doable for an office with one doctor and one hygienist to be run by one well-organized person.
How to ensure busy teams are working efficiently. Being busy and being productive are two very different things. Dentists will often tell me that they know their team is busy and working, but are they busy doing the right things. Are we efficient as a team?
QUESTION: Should I sign up for credit card processing for my office? ANSWER: Think outside of the dental box for a minute and think about the rest of the world, there are not many places that you can go to where you cannot pay credit card.
The Do’s and Don’ts of New Patient Phone Calls. The telephone is our lifeline to the outside, to our current patients, and our new patients and I believe that how we answer every phone call is a very important skill that we should train.
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.
How to balance customer service, patient care, and dental practice numbers. What happens when the management team is always looking at production and numbers and not focusing on the patients?
QUESTION: We are trying to implement a bonus system for our assistants after reading Laura’s article. Right now, we have two goals one regarding night guards and the other for whitening. We are receiving push back from both assistants because they feel the goals aren’t fair…
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