Know what your practice does. Do you know all of the services your practice offers? Staff members should be able to give a brief description of every treatment provided by the practice. No matter what …
Schedule 60–65% of your surgical production in the morning.
Schedule 60–65% of your surgical production in the morning. Mornings are the best time to work on the more challenging cases. By pushing less demanding appointments into afternoon slots in the …
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Strive for “WOW” customer service.
Strive for “WOW” customer service. Patients will recommend your practice only when you provide them a great experience. If the customer service is mediocre at best, patients won’t have anything good …
Don’t say “That’s impossible” to patients.
Don’t say “That’s impossible” to patients. When a patient asks, “May I have an appointment on Tuesday” and your answer is, “That’s impossible,” you’re basically saying you don’t care. Instead, let the …
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Lean forward when seated and talking with patients.
Lean forward when seated and talking with patients. Leaning forward shows interest in the other person. It creates positive energy between two people, and this will build the patient’s trust in you …
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Monitor all cash flow carefully.
Monitor all cash flow carefully. Effective financial management depends on knowing exactly where the surgical practice’s money comes from and where it goes. Track all collections, purchases and …
When you change systems, remember to change the documentation.
When you change systems, remember to change the documentation. Although outdated business systems should be replaced rather than tweaked, some interim fixes will be necessary. When you alter …
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Principles of Practice Leadership: Open the channels of communication.
Principles of Practice Leadership: Open the channels of communication. As the practice leader, you are responsible for keeping team members informed and inspired. Learn to use not only formal …
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Advice for the Surgical Specialist – Follow the rules for setting goals.
Advice for the Surgical Specialist – Follow the rules for setting goals. Goals should be written down and measurable—and have deadlines. They should be reviewed, and updated if appropriate, annually …
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Honor members of your team for their accomplishments.
Honor members of your team for their accomplishments. Reward successes with praise and special gifts. Celebrate individual and practice achievements by holding staff dinners or fun events. Convey a …
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Advice for the Marketing Coordinator – Use diverse referral marketing strategies.
Advice for the Marketing Coordinator – Use diverse referral marketing strategies. Create a one-year marketing plan that consists of multiple ongoing activities, including: Doctor lunches …
Learn to read body language.
Learn to read body language. Patients communicate quite a lot about how they’re feeling with their posture, gestures, facial expressions and other types of body language. By learning to read the …
