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 …
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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 …
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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 …
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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 …
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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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