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. 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. 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. 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. 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. 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. Whatever your role on the team, familiarize yourself with all the basics about the practice—hours, doctor’s credentials, …

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Make it easier for surgical patients to pay what they owe. One of the best ways to improve your collection rate is to make treatment more affordable… not by altering fees but by offering a range of …

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Look for ways to reduce spending. Periodically, review what your surgical practice is spending compared with what’s budgeted. Look not only for deviations but also for line items that can be reduced …

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Advice for the Surgical Specialist – Track performance numbers. Select 10–12 statistics that are most relevant to the growth and success of your practice, such as production, case acceptance and …

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Recognize the efforts of your co-workers. We all appreciate it when people notice our efforts and make positive comments about our performance. Even a simple “thank you” will make your teammates feel …

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Build value for the appointment. This is the single most effective way to eliminate the problem of no-shows. Patients who appreciate the value of their appointments are far less likely to miss them. …

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