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 …
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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 …
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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 …
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Advice for the Surgical Specialist – Hold effective staff meetings.
Advice for the Surgical Specialist – Hold effective staff meetings. Every practice needs to create opportunities for departments to work together and exchange ideas. Daily Business Meetings™ (morning …
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One-Day Rule – Contact patients when their account is one day overdue.
One-Day Rule – Contact 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 will …
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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 …
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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 …
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Learn to spot market opportunities.
Learn to spot market opportunities. The most successful businesses are those whose leaders recognize emerging opportunities in their market—before their competitors do. When you see new situations …
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Advice for the Surgical Specialist – Empower your team.
Advice for the Surgical Specialist – Empower your team. Your staff is the best resource for reducing inefficiency and lowering stress. Encourage your team members to be proactive in examining practice …
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Step up… when you see an opportunity.
Step up… when you see an opportunity. Some days, if a team member is absent or simply overwhelmed, consider pitching in and performing other activities. A good attitude can help everyone get through a …
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Be ready to answer… or get the answer to… any surgical patient questions.
Be ready to answer… or get the answer to… any surgical patient questions. Whatever your role on the team, familiarize yourself with all the basics about the practice—hours, doctor’s credentials, …
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