From insurance to reactivating patients, we know obstacles pop-up, whatever you need we’ll help you find the answer.
Should I accept installment payments from patients? ANSWER: The first thing that I was taught getting into the dental industry early on was to always remember that we are a dental office and not a bank. You should not accept installment payments from patients in office and only work with a third-party finance company if the patient does not want to or cannot pay in full.
What's the best way to handle patient no-shows? ANSWER: The office needs to be in control of their schedule and not fill it with flakey patients, so the best way to handle no shows is to get the patient’s commitment of the importance to show up, their agreement that they won’t not show up again without notice and charge a deposit to reschedule if it makes sense.
How does one handle patient refunds? ANSWER: Patient refunds are either done because the patient over paid for treatment or the treatment did not get done or get done to satisfaction of the patient. Either way, it is important that they money get refunded to the patient in a timely manner so that the patient does not get upset or upset even more if there is a delay.
How can our office minimize cancellations or last minute no-shows? ANSWER: There are three types of cancellations: new patient, hygiene and doctor production, each with their own issues. To minimize new patient cancellations, slow down, build rapport with the new patient, handle all their questions, and get them scheduled to come in within 48-72 hours.
What is a good vacation policy to have with my dental team? ANSWER: A good vacation policy for the team is one that benefits the employees and does not take away from the business.
How do I know when I need to hire another front desk/assistant/hygienist? ANSWER: It is time to hire someone new to your team, if you know for sure your team is doing them most that they can efficiently, and things are not getting done in a timely manner or patients are not getting in right away.
How do I get more patients to accept my treatment plans? ANSWER: There are three things that I suggest when working to help patients accept the treatment plans, Clear, Confident and Caring.
Do you have any advice for this front office team managing incoming phone calls for a private practice and dental school? So it's a dental school but there is a private practice located inside the dental school. Inside the dental school, is the doctors that come through the private practice section of the of the school, essentially is full time doctors that are teachers there.
The dental office has kind of a quirky situation with scheduling. They have like a doctor that comes in in the morning and then a doctor in the afternoon. So they don't they have a typical 8 hour, they have an eight hour day, but it's not necessarily one Doctor all day long. There are four hygienist, they run two main production columns, and then they run a column of new patient and emergencies typically running seven chairs. They always schedule a new patient at 8:00, 10:00 and 1:00 and struggling with trying to get the Doctor in for the new patient exam and creating that five star service for that first appointment with a new patient.
Hey Laura! Can you do a video about employees having their cell phones out at the front desk and patients or other employees seeing it out and on it? I think employees hearing from you make such a difference.
Should my dental team receive overtime pay for morning huddles? ANSWER: Yes, the employees need to be paid for the huddle. Anytime the employees are required to do anything, such as be there for the morning huddle, they have to be paid.
We recently hired a front office employee to replace a leaving employee who then stayed, what should I do?
We recently hired a new front office employee to replace a leaving team member who then decided to stay, do you have any suggestions? ANSWER: Here are my suggestions to help in this situation...
A patient is refusing to pay a balance and threatening bad social media reviews if we call collections, do you have any advice?
A patient is refusing to pay a balance and threatening bad social media reviews if we call collections, do you have any advice? ANSWER: Wow – that is a tough one! I am sorry to hear that you are dealing with this issue. Here are a few of my thoughts.
How do you explain to a patient not wanting x-rays that the doctor will no longer see them as a patient if they don’t get their BWs done every year?
Can you provide any advice for getting out of network with dental insurance? ANSWER: Here are a few of my suggestions: 1) Get involved with the Facebook...
Can you help me maximize our hygiene schedule to meet our goals? ANSWER: Thank you for reaching out to me about this, I am glad to hear that you are...
I am new to the front office and have a question about verifying dental insurance. ANSWER: Welcome to dental, I hope you end up loving it as much as I do!
Do you have any tips for building a new referral base for my startup oral surgery office? ANSWER: Thank you for your question and congrats on the new office...
How do you suggest to handle recall with patients that are past due but "inactive"? ANSWER: I would play dumb and call again, I hope you get my humor.
What is your opinion regarding automated appointment reminder systems? ANSWER: The first thing to address in answering your questions is the purpose behind
I am the office manager and need your advice on teamwork – working as a team and not just with one person in the front office. ANSWER: It sounds like you...
Do you have recommendations for tracking dental savings plans and in-house financial arrangements? ANSWER: That is a very hard question to answer because...
What more can we do to avoid Monday appointment cancellations and no-shows? ANSWER: Monday is a popular day for cancellations for sure but it is not because of your confirmations
What types of marketing have you found to be effective in attracting new patients? ANSWER: Thank you for the question. We found that postcards work the best
How do you handle predetermination in your office? Do you have a flow document and way to track it? ANSWER: We don’t do too many predeterminations because...
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