Advice for the Financial Coordinator – Follow up quickly on overdue receivables. If a patient’s monthly payment is one day overdue, contact the parent or patient immediately to collect. Remember that …
Use the morning meeting to plan ahead.
Use the morning meeting to plan ahead. It’s always best for the team to know what kind of day they are about to have. What happens if a patient cancels? Is there someone the office can contact to fill …
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When you upgrade systems, update training, too.
When you upgrade systems, update training, too. Most ortho systems need to be replaced every three to five years. Think of team training as an essential part of the process. Develop new scripting to …
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Advice for the Orthodontist – Provide continual and relevant training.
Advice for the Orthodontist – Provide continual and relevant training. In today’s ever-changing field of orthodontics, team members need to update their skills annually. Just as orthodontists are …
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Conduct surveys once or twice a year.
Conduct surveys once or twice a year. Surveys of parents and adult patients should include 5–10 questions and take only a few minutes to complete either in the office or online. By listening to …
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Make use of role-playing.
Make use of role-playing. Team members should read over customer service scripts and “act them out” or role-play. This training process reinforces the right messages and helps staff members see the …
Further the relationship.
Further the relationship. When patients and parents come in for appointments, always try to learn a few more things going on in their lives since the last appointment. Most patients and parents …
Principles of Practice Leadership: Bring out your inner “coach.”
Principles of Practice Leadership: Bring out your inner “coach.” Understand that the relationship between a leader and a follower works best when it’s like that of a teacher and a student. Rather than …
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Advice for the Orthodontist – Set clear expectations.
Advice for the Orthodontist – Set clear expectations. To perform well, team members need to know what they are supposed to accomplish. Providing staff accurate job descriptions helps them fully …
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Advice for the Treatment Coordinator (TC) – Develop greater synergy with the doctor during the consult.
Advice for the Treatment Coordinator (TC) – Develop greater synergy with the doctor during the consult. By carefully scripting the consult, the TC and doctor can complement each other without being …
Improve communication with scripting.
Improve communication with scripting. Look at any successful ortho practice and you will see an office that communicates extremely well. Communication affects every aspect of the patient and parent …
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Answer calls by the third ring.
Answer calls by the third ring. Whenever the phone rings, it may be a parent of a prospective new patient. Regardless of how busy the practice may be, pick up the call quickly and be prepared… with …
