Increase Hygiene Production w/ Wendy

LIVE Friday 20dec2013

MERRY CHRISTMAS

Panelist:
Curtis Marshall (Host) 801.380.7070curtis.marshall@gmail.com
Wendy Briggs (Expert) http://www.hygienediamonds.com/
Kristie Kapp  kristiekapprdh@gmail.com

Profitability w/ Dr Tanya Brown #9

LIVE 23OCT13

Panelists:

Curtis Marshall http://ilovedentistry.blogspot.com/

Rob Bay http://procorecpa.com/

Tanya Brown bri@tanyabrowndmd.com http://tanyabrowndmd.com/

Dr Cappy Sinclair http://www.smilevabeach.com/

Sponsored by DentalIntel the #1 source for Business Intellegence

Systems w/ Howard Farran #8

LIVE 18SEPT2013

Panel Members:

Rob Bay aka Numbers Geek www.procorecpa.com

Curtis Marshall curtis.marshall@gmail.com cell 801.380.7070

Howard Farran Dentaltown howard@dentaltown.com

Michael McClure mtmccluredmd@gmail.com

Richard Champagne drchampagne@drchampagne.com

Sponsored by DentalIntel the #1 source for Business Intellegence

Dental SYSTEMS w/ Mark Costes #7

LIVE 06SEPT13

Panel Members:

Curtis Marshall, curtis.marshall@gmail.com, cell 801.380.7070

Rob Bay, rob@procorecpa.com

Mark Costes, ashlee@truedentalsuccess.com

Dr. Aaron Nicholas, anicholasdds@gmail.com

Spencer Goo, spencer@procoremc.com

Take-a-ways

-Systems are critical.  Anything that is important enough to be measured should have a system to it.

- Dentists are not prepared and taught in school to run a business.  We are all trained to be great at the clinical side.

-Systems help your practice eliminate waste.  Wasted time, wasted, energy, wasted, supplies, wasted staff, wasted money.

-Identify the 20% areas that are of highest value to you.   The other 80% is areas that someone else can take care of.

-Systems help achieve your goals for the practice.

-There is a different between efficiency and effectiveness.  We want to be effective

-4 R’s

Re-activation,

Referral generation,

Recruitment,

Retention.

-Strategic positioning- putting yourself as the expert in the community.  Be a leader in your community.

-Have a defined organizational chart.  The Dr is the CEO.  This is the first step of starting a system. Everyone should be in charge of their own systems.

-Have Team Accountability approach.  Each team member signs this that has a list of the systems they are in charge of every day.  That team member is accountable to get all of these done during each day.

-Put all of this in the office operational manual.  This will be a great resource for all of the staff.  It will be easy to train and have defined accountability for each team member.

-Rob’s formula-- Production= Effort x Efficiency x Effectiveness. 

-When performance is measured and reported back, performance is improved greatly

-Systems can help you get the slight edge in the business

-Systems can help you integrate the entire office

-A behavior that is rewarded is a behavior that is repeated. 

-When Dr. Nicholas implemented systems he was able to see a jump in his referral numbers jump up.

-Patients want to have the same experience every time.  They refer friends and family based on that.

-Write down every system in the office and put it in the Operations Manual

-The Ultimate Patient Experience-

1- exact same script on the phone

2- new patient packet with testimonials

3- confirm and greet the desk exact same

4- gathered and seated the exact same

5- asked three personal questions before getting into dentistry

6- present treatment plan

7- handoff to the front desk is the exact same

-asking questions to the patient helps build a report with the staff and the Dr.

-Get the patient talking about themselves.  They will leave liking the staff and the Dr.

-The questions also help the patient feel like they are among friends

-The answers are written down and the staff is held accountable.

-There are certain questions that will help the patient start talking Example: “What do you have planned for the holidays?  How long have you lived in the area?”

-The question should be specific to the patient.

-Personal connections help with patient retention

**people want consistency

-Find the best system and use it over and over again

-Do you have a system for collecting co-pays and payments?

-Have systems for late payments for both insurance companies and patients

-On the 10^th of every month all denied and outstanding claims can be called on and find out what is holding up the payments.

-Systems need to be given to people for their responsibilities.  Make sure they are held accountable for these systems

-Have goals that your systems can help you achieve

-What is your ideal patient?  Know what your ideal patient is and market to them.

-Walk side by side with the patient.  Never leave the patient unattended.   A team member should be able to turn their full attention to the patient.

-Every little thing matter.  It comes down to the patient experience, and helping the patient feel cared for.

-Have a practice that is built around the strength of your systems.  You don’t want a practice built around your staff.  Staff changes, but a strong system can help your office run smoothly through changes.

-Systems help give you piece of mind to know that your practice is growing.

-Essential and Vital to have systems and re-evaluate them often. 

-Practice, practice, practice! 

-The strength of your systems will show how successful your business can be.

-Role play with staff.  Have mystery patient and mystery callers

-Any system that is put in place MEASURE!!

-Put together your patient experience

Sponsored by DentalIntel the #1 source for Business Intellegence

Turn Phone Calls into Appointments w/ Lisa Erwin from Stella Desk #6

LIVE 28AUG13

Panel Members:

Curtis Marshall, I Love Dentistry, curtis.marshall@gmail.com 801.380.7070

Rob Bay, ProCore CPA, rob@procorecpa.com

Lisa Erwin, Stella Desk, LisaErwin@StellaDesk.com 812.444.3375

Dr Stephen Pratt, Hobble Creek Dental, stephenwpratt@gmail.com

Teisha Moya, Stonehaven Dental, ptserv.stonehaven@gmail.com

This month we focused on the different phone calls that come in and out of our office, and how we can make those phone calls into appointments.

               Lisa started us out and reminded us how valuable it is to have people talk to a live person on the phone.  It also helps to call when you know the patient will be available.  When you are able to talk to the patient make sure you are talking about specific treatment and make it personal.  For example you could say “Dr was asking about you.”

               Teisha talked to us about remembering to not focus on the number of phone calls made a day.  This can lead to our team members not focusing on the person on the phone.  A good thing to measure is the percent of phone calls that turn into appointments.  Rob reminded us that the numbers we measure in our office is what we focus on and invest in.  When we do that, we will see these numbers improve.

               Next the panel talked about having a script for the phone calls that are taking place.  In Dr. Pratt’s office his staff makes sure that all recall patients get a personal call from the office and his staff has a script that they use.  Having a script is a key component.

               Some information that you would like your patient recall or patient reminder script to have in it is: use a warm friendly voice, get all the correct information, use the team members name that the patient will be seeing, try to get personal connection with patient, let them know the length of the appointment and that it is “reserved” for them, do not ask “yes and no” questions…use open ended questions.  Most people are self interested, and it helps to add in some benefits for the patient

               How can we measure and make sure our staff is being held accountable for the phone calls?  Some of the ideas the panel came up with are: continuous training, role playing, scripts, practice, and track.

               When our staff is answering inbound phone calls there should be a script in place.  The staff member should answer with a smile and warm tone.  State the place, let the patient know your name, and that you are here to offer assistance.  The staff member can quickly take control of the conversation by asking a question.  For example, “How did you hear about our office?”  Navigate the patient through the conversation so they don’t get lost.  Have a dual closing like “Do you prefer morning or afternoons” .  At the very end of the conversation is the perfect time to capture all of the data needed.

HIGHLIGHTS:

OUTBOUND PHONE CALLS

-Have a live person make these calls.  It brings a personal touch to the patient.

-Ask about specific treatment that needs to be done “Dr was asking about you…”

-If you can’t talk to the person make sure to leave a voicemail

-Call when the patient is available

-Focus on the percentage of appointments made instead of number of people called

-The things that you measure are what you focus on and invest in.  These are the places that will improve

-Measure the right thing

-Different ways to contact patients: email, postcards, text, mail, phone call

RECALL

-Start a re-activation program for patients that have not been in the office for one year or more.

-Recall patients should get a personal phone call

-Have a script that is used for reminder calls, recall calls, inbound calls

-When making a reminder call make sure to: get all the info correct, use team members name that will be seeing the patient, try to find a personal connection to patient, use a warm, friendly voice, let the patient know the length of their appointment and that this time is reserved for them

-Do not ask yes and no questions.  Ask open ended questions

-Require a verbal confirmation to keep the appointment

-People are self interested; make sure to add in the benefits for the patient to keep the appointment

INBOUND CALLS

-Have a proper greeting stating the office name, your name, and offer assistance or help

-Answer with a smile and a warm tone of voice

-Take control of the phone call by answering their question and asking a question (ex: how did you hear about our office?)

-Listen to the patient and use positive verbiage

-Structure the call and help navigate the patient through the conversation

-Have a dual close (ex: is morning or afternoon better?)

-Have a script and role play with your staff.  You want all of your patients to have the same great experience

-Data capture at the end

-When patients are calling to cancel their appointments, have a script ready and find out why they are cancelling.

WRAP UP

-Measure the success of your phone calls. 

-Have continuous training, role play, practice!!

-Have scripts for different phone calls



Sponsored by DentalIntel the #1 source for Business Intellegence

Dental Patients Reviews (part 2) w/ Graig Presti & Dr. Leonard Tau #5

LIVE 18JUL13

Panel Members:

Curtis Marshall curtis@procorecpa.com

Rob Bay aka Number Geek www.procorecpa.com

Graig Presti www.LocalSearchForDentists.com

Dr. Leonard Tau drlentau@pcde.com 

Sponsored by DentalIntel the #1 source for Business Intellegence

Dental Patient Reviews with Fred Joyal #4

LIVE 10JUL13

Panel members:

Curtis Marshall curtis@procorecpa.com 

Rob Bay aka Number Geek http://procorecpa.com/

Fred Joyal http://goaskfred.com/

Dr. David Prince DDS http://www.princedentalgroup.com/

Sponsored by DentalIntel the #1 source for Business Intellegence

The Five P's: Untold Secrets to Case Presenting #3

BONUS Mastermind on CASE PRESENTING

Curtis Marshall curtis@procorecpa.com http://procorecpa.com/

Rob Bay rob@procorecpa.com http://ilovedentistry.blogspot.com/

Daren Baird http://www.griffinhillconsulting.com/

Next mastermind: Patient Reviews!!!

Watch LIVE as we discuss the requested topic "Patient Reviews".

Wednesday July 10th at 5pm EST 

With a special guest... Fred Joyal from 1800-Dentist. Including other dentists and of course Rob Bay the "Number Geek" and Curtis Marshall.

Invite your friends to join at http://bit.ly/17jJbq9

Cracking the Code of Dental Case Presenting #2

LIVE 06JUN13

Cracking the Code of Dental Case Presenting

Panel members:

Curtis Marshall

Rob Bay

Emily Paystrup CEO of Stonehaven Dental

Andre Bruni DDS at Bluebonnet Dental Care

Carson Calderwood DDS at Snoqualmie Falls Dental

NEXT LIVE MASTERMIND: Case Presenting

Clear your scheduled! Save the Date! Mark your Calendar! Get a baby sitter! Tell your assistant!

Wednesday, June 19th at 5pm PST / 8pm EST

The next "I Love Dentistry" mastermind will be discussing CASE PRESENTING... stay tuned.

LIVE 
Why Dentists Are Frustrated With Insurance...
This month's panel members:
Curtis Marshall curtis@procorecpa.com
Ben ben.tuinei@gmail.com
Nicole nicoleclark805@gmail.com
Suhan (Swan) srojas@johnsonfamilydental.com

May 21st (Curtis' Birthday) is the 1st Mastermind for iLoveDentistry

This Mastermind will be on Insurance and PPO's

JOIN HERE

Please comment and ask questions as you watch the show :)