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
A Mastermind and Educational site for Dentists all over the World to grow in all aspects of dentistry and within the dental office.
Friday, December 20, 2013
Thursday, October 24, 2013
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
Wednesday, September 18, 2013
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
Friday, September 6, 2013
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 10th 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
Sponsored by DentalIntel the #1 source for Business Intellegence
Wednesday, August 28, 2013
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
Sponsored by DentalIntel the #1 source for Business Intellegence
Friday, July 19, 2013
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
Wednesday, July 10, 2013
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
Tuesday, July 9, 2013
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/
Friday, July 5, 2013
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
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
Wednesday, June 19, 2013
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
Thursday, June 13, 2013
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.
Wednesday, June 19th at 5pm PST / 8pm EST
The next "I Love Dentistry" mastermind will be discussing CASE PRESENTING... stay tuned.
Tuesday, May 21, 2013
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