Handling patient complaints. Listen to what is being said and what is not being said. Ask patients what the desired outcome is. Offer alternatives to address the situation. The sooner you can resolve …
Appoint more than one staff member to handle practice finances.
Appoint more than one staff member to handle practice finances. Reduce the opportunity for a team member to falsify accounts by having more than one person working on practice finances. Never let the …
Continue Reading about Appoint more than one staff member to handle practice finances. →
Learn to answer patients’ unasked questions.
Learn to answer patients’ unasked questions. Based on your experience with endo patients, you probably know what questions are on their mind, even if they’re not telling you. Reassure them about …
Continue Reading about Learn to answer patients’ unasked questions. →
Advice for the Endodontist – Keep the lines of communication open.
Advice for the Endodontist – Keep the lines of communication open. Every six months, have an informal conversation with each team member about where she is in her career path. Where does the assistant …
Continue Reading about Advice for the Endodontist – Keep the lines of communication open. →
Share credit.
Share credit. We all like to be recognized for good ideas, and we all dislike people who take credit for others’ thinking. Keep track of the ideas and suggestions expressed by teammates. If you end up …
Always send confirmation reminders.
Always send confirmation reminders. Patients are extremely busy, and a simple reminder (email, text, or phone call) helps them to show up and show up on time. Don’t settle for just calling home phone …
Continue Reading about Always send confirmation reminders. →
How to write a script (Part 2): Add value to the conversation.
How to write a script (Part 2): Add value to the conversation. Use power words and benefit statements to create more value during patient interactions. Power words generate a positive attitude, and …
Continue Reading about How to write a script (Part 2): Add value to the conversation. →
How to write a script (Part 1): Identify the goal of the script.
How to write a script (Part 1): Identify the goal of the script. Is it communication, education, case acceptance or cooperation? With the goal in mind, write a topic sentence. This opening sentence …
Continue Reading about How to write a script (Part 1): Identify the goal of the script. →
Advice for the Endodontist – Hold effective staff meetings.
Advice for the Endodontist – Hold effective staff meetings. Every practice needs to create opportunities for departments to work together and exchange ideas. Daily Business Meetings™ (morning …
Continue Reading about Advice for the Endodontist – Hold effective staff meetings. →
One-Day Rule – Contact endo patients when their account is one day overdue.
One-Day Rule – Contact endo patients when their account is one day overdue. Many people are financially stressed these days. So, before they incur fees, tell them about their payment options. This …
Continue Reading about One-Day Rule – Contact endo patients when their account is one day overdue. →
Create more value during the patient experience.
Create more value during the patient experience. In uncertain times, patients are looking at every dollar they spend. Concentrate on creating more value for your patients. Improve your customer …
Continue Reading about Create more value during the patient experience. →
Advice to the Front Desk – Answer phone calls promptly.
Advice to the Front Desk – Answer phone calls promptly. Allowing patients to wait on the phone creates an immediate impression of the practice—a bad one. Calls that are not answered quickly suggest a …
Continue Reading about Advice to the Front Desk – Answer phone calls promptly. →
