Initiate training with scripts. The best way to learn scripting is to practice using it… beginning with role-playing. In special or monthly staff meetings, some team members play the role of patients …
Advice for the Surgical Specialist – Have a disaster plan in place.
Advice for the Surgical Specialist – Have a disaster plan in place. You may never encounter disaster in your practice. However, you should be prepared for it. To minimize the impact of a disaster, a …
Continue Reading about Advice for the Surgical Specialist – Have a disaster plan in place. →
Learn to limit time-consuming chats with other team members.
Learn to limit time-consuming chats with other team members. Inevitably, there will be times when a fellow team member wants to talk but you need to get something done. How can you cut off the …
Continue Reading about Learn to limit time-consuming chats with other team members. →
Handling patient complaints.
Handling patient complaints. Listen to what is being said and what is not being said. Ask patients what the desired outcome is. Offer alternatives to address the situation. The sooner you can resolve …
Appoint more than one staff member to handle practice finances.
Appoint more than one staff member to handle practice finances. Reduce the opportunity for a team member to falsify accounts by having more than one person working on practice finances. Never let the …
Continue Reading about Appoint more than one staff member to handle practice finances. →
Treatment Coordinators (TCs) are vital to surgical practices.
Treatment Coordinators (TCs) are vital to surgical practices. The TC handles all implant scheduling, ensuring appropriate time slots and filling appointments to comply with the practice’s scheduling …
Continue Reading about Treatment Coordinators (TCs) are vital to surgical practices. →
Advice for the Surgical Specialist – Keep the lines of communication open.
Advice for the Surgical Specialist – Keep the lines of communication open. Every six months, have an informal conversation with each team member about where she is in her career path. Where does the …
Continue Reading about Advice for the Surgical Specialist – Keep the lines of communication open. →
Share credit.
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 …
Continue Reading about Always send confirmation reminders. →
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 …
Continue Reading about How to write a script (Part 2): Add value to the conversation. →
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 …
Continue Reading about How to write a script (Part 1): Identify the goal of the script. →
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 …
Continue Reading about Advice for the Surgical Specialist – Hold effective staff meetings. →
