“De-bottleneck” your systems. Bottlenecks are inefficiencies that develop in systems over time and slow them down. The goal for pedo offices is to eliminate bottlenecks by redesigning systems. …
Create written job descriptions that include performance targets.
Create written job descriptions that include performance targets. Job descriptions give staff a detailed picture of what’s expected of them and provide the pediatric dentist and office manager a …
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Advice for the Pediatric Dentist – Have a strong community presence.
Advice for the Pediatric Dentist – Have a strong community presence. Join organizations, such as your local Chamber of Commerce. These groups support the mutual concerns of area business owners and …
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Address others by name.
Address others by name. Everyone likes to hear the sound of his or her name. When you’re addressing others, use their names during the conversation. The best way to grab people’s attention is to call …
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 …
Advice for the Marketing Coordinator – Connect with staff at referring practices.
Advice for the Marketing Coordinator – Connect with staff at referring practices. By visiting their offices, learning their names and building rapport when speaking on the phone, you can strengthen …
Enforce scheduling policies.
Enforce scheduling policies. When parents call to cancel at the last minute, employ a pleasant script emphasizing that they need to rethink cancelling the appointment. People are busy, but they can be …
Advice for the Pediatric Dentist – Assign responsibility for each performance target.
Advice for the Pediatric Dentist – Assign responsibility for each performance target. Every target must be “owned” by the doctor or a staff member. While practice leaders obviously shoulder ultimate …
Encourage online reviews.
Encourage online reviews. Research shows that more than 90% of consumers said they consulted online reviews before purchasing a product or service. Getting positive reviews on websites like Yelp, …
Keep contact information current to reduce no-shows.
Keep contact information current to reduce no-shows. Update patient records frequently. Remove any disconnected phone numbers and bad email addresses. During their next visit, ask parents for current …
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Work with other team members for smoother “hand-offs.”
Work with other team members for smoother “hand-offs.” Usually, where your work ends, someone else’s begins. These “hand-offs”—when patients, tasks or procedures are transferred to other staff …
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Create a systems manual.
Create a systems manual. Up-to-date documentation for all systems should be gathered together in one place—a systems manual. This is an essential reference for the entire pedo practice. Among other …
