Use scripting to motivate every caller to make an appointment. Scripts should: Make the caller feel welcome at the practice Emphasize the surgical specialist’s excellent credentials Discover …

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Schedule less demanding surgical appointments at the end of the day. Your team should take on more challenging cases in the morning, when they’re fresh, saving consults, follow-up visits and other …

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Emphasize the 48-hour rule. When setting up appointments for patients, your front desk coordinator should make it clear that 48-hours’ notice is required to cancel an appointment. If handing an …

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Identify communication problems… and correct them. Locate the areas where there are breakdowns in efficiency and come up with simple communication systems to resolve these problems. Effective …

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Highlight treatment benefits. Whether presenting need-based or elective treatment, emphasize how it will improve quality of life for patients. Rather than dwelling on clinical details—which patients …

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Advice for the Marketing Coordinator – Project enthusiasm. Even if you’re having a bad day, your job will be easier if you can surround yourself and others with positive personal energy. In your …

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Advice for the Surgical Specialist – Don’t create (and then neglect) a second location. Many satellite offices perform poorly because they’re perceived differently from the main location and receive …

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For more efficient use of your time, review system checklists regularly. Your surgical practice should have a step-by-step checklist for each management system you use. Team members can brush up on …

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Advice for the Front Desk Team – Give written notice that payment is due. It’s most cost-effective to collect what patients owe before they leave the office. If this is not possible, don’t just …

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Keep your online presence current. Online marketing enables your practice to reach prospective patients cost-effectively and to keep existing practice-patient relationships healthy, but you must keep …

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Don’t overdo control of overhead. Any successful businessperson will tell you, “You have to spend money to make money.” To thrive in the new dental economy, a surgical practice must invest in …

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Principles of Practice Leadership: Bring out your inner “coach.” Understand that the relationship between a leader and a follower will work best when it’s like that of a teacher and a student. Rather …

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