Enforce scheduling policies. When patients call to cancel at the last minute, use a script to suggest that they rethink cancelling the appointment. Let callers know that the time has been reserved for …
Scripting Tip: Don’t say “You’ll have to ask someone else” to patients.
Scripting Tip: Don’t say “You’ll have to ask someone else” to patients. You may not know the answers to patients’ questions, but take responsibility for getting the answers they need. Rather than …
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Advice for the Surgical Specialist – Decrease your overhead.
Advice for the Surgical Specialist – Decrease your overhead. Reducing overhead by a few percentage points can make a huge difference in practice profitability. For example, a practice grossing …
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Don’t let personal problems show at the surgical office.
Don’t let personal problems show at the surgical office. Everyone has a bad day occasionally, but that’s no reason others should suffer. If personal issues are stressing you, behave professionally. Be …
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Advice for the Marketing Coordinator – Customize your marketing strategies.
Advice for the Marketing Coordinator – Customize your marketing strategies. Target marketing strategies based on the level of referrals you receive from each practice. Top referring doctors and their …
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Provide thoughtful “creature comforts” for your surgical patients.
Provide thoughtful “creature comforts” for your surgical patients. Your patients will feel like welcome guests if you have nice extras in your reception area. Offer bottled water and other beverages. …
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Keep your performance targets in mind.
Keep your performance targets in mind. All staff members can contribute to the success of the practice by knowing and tracking targets that relate to their jobs. From the treatment coordinator …
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Advice for the Surgical Specialist – Motivate staff every day.
Advice for the Surgical Specialist – Motivate staff every day. Whether you realize it or not, staff members take their cues from you. You owe it to them and the practice to motivate the team to do …
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Advice for the Front Desk Team – Don’t procrastinate on overdue accounts.
Advice for the Front Desk Team – Don’t procrastinate on overdue accounts. The longer you wait for overdue payments, the less likely you are to collect. Contact patients who owe money to the practice …
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Help surgical patients when they seem stressed.
Help surgical patients when they seem stressed. Whatever your role in the practice, you’re in a position to help patients who are feeling anxious. Chat with them about the weather, sports, a movie you …
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Track case acceptance rates.
Track case acceptance rates. Surgical practices need to monitor treatment case acceptance rates to determine how the practice can improve. Track each type of treatment separately. This will enable you …
Advice for the Surgical Specialist – Consistently share information.
Advice for the Surgical Specialist – Consistently share information. Some doctors fail to communicate regularly with their team about the practice’s vision, daily targets and yearly goals. Keeping …
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