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Practice Management Complete Vice President’s Perspective Inside This Issue Are any of your computers still running Windows XP? It is important to know because, on or shortly after January 1, 2016, Edge will cease to function on these computers! And ViewPoint won’t be too far behind, as it will no longer work with XP machines after the ViewPoint 12 release in 2016. Please replace or upgrade these computers before then. There are two reasons why this is happening: 1. Windows XP is not secure. Microsoft quit releasing security upgrades for it in April, 2014, well over a year ago. We officially stopped supporting it then as well, but didn’t deliberately cripple its use. 2. We can take advantage of new development technologies that bring benefits to all Ortho2 clients, but don’t function on the retired Windows XP operating system. With all the security breaches in the news lately, we don’t want you to be caught in one! And, let’s not even talk about the HIPAA implications of running your system on insecure computers. Thankfully Microsoft has greatly improved Windows 8, and recently introduced Windows 10 which looks to be an excellent operating system for the future. So, it is time to eliminate Winows XP from your practice. To determine a computer’s version of Windows, look for a button in the lower left corner of the screen. If it isn’t there, the computer is not running Windows XP. Otherwise click Start, find and click Run, type WINVER and press Enter. If you are running Windows XP, you will see this window: Bottom line: Edge and ViewPoint will not work on Windows XP in the near future. I hope this doesn’t come as a surprise; Ortho2 has been talking to you about this since 2012. P.S. Please note if other hardware or software requires an XP machine, Edge and ViewPoint won’t run on it. Contact that company to request an upgrade. The Newsletter for Members and Friends of Ortho2 October 2015 - Volume 33 Issue 4 Comprehensive Orthodontic Practice Management, Imaging, and Communication Solutions Vice President’s Perspective 1 EMV Standards 2 2016 Users Group Meeting 3 Spotlighted Feature: Edge Animations 4 The Importance of Clear Job Descriptions 5 by Andrea Cook Magic: Mastering a Great Inital Call 6 by Elizabeth Conforti Is That Really How I Sound? Curating 7 Your Online Voice by Ryan Hyman The BIG FIVE of Customer Service 8 by Rosemary Bray Inside Ortho2 10 –13 Share the Newsletter Doctor Office Manager Financial Coordinator TX Coordinator RIP Windows XP (Important!) Matt Hilleman, Ortho2 Vice President, Development

The Newsletter for Members and Friends of Ortho2

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PracticeManagement

Complete

VicePresident’sPerspective

Inside This Issue

Are any of your computers still running Windows XP? It is

important to know because, on or shortly after January 1, 2016,

Edge will cease to function on these computers! And ViewPoint

won’t be too far behind, as it will no longer work with XP

machines after the ViewPoint 12 release in 2016. Please replace

or upgrade these computers before then.

There are two reasons why this is happening:

1. Windows XP is not secure. Microsoft quit releasing security upgrades for it in

April, 2014, well over a year ago. We officially stopped supporting it then as

well, but didn’t deliberately cripple its use.

2. We can take advantage of new development technologies that bring benefits

to all Ortho2 clients, but don’t function on the retired Windows XP operating

system.

With all the security breaches in the news lately, we don’t want you to be caught in

one! And, let’s not even talk about the HIPAA implications of running your system

on insecure computers. Thankfully Microsoft has greatly improved Windows 8, and

recently introduced Windows 10 which looks to be an excellent operating system for

the future. So, it is time to eliminate Winows XP from your practice. To determine a

computer’s version of Windows, look for a button in the lower left corner

of the screen. If it isn’t there, the computer is not running Windows XP. Otherwise

click Start, find and click Run, type WINVER and press Enter. If you are running

Windows XP, you will see this window:

Bottom line: Edge and ViewPoint will not work on Windows XP in the near future.

I hope this doesn’t come as a surprise; Ortho2 has been talking to you about this

since 2012.

P.S. Please note if other hardware or software requires an XP machine, Edge and

ViewPoint won’t run on it. Contact that company to request an upgrade.

The Newsletter for Members and Friends of Ortho2October 2015 - Volume 33 Issue 4

Comprehensive Orthodontic Practice Management, Imaging, and Communication Solutions

VicePresident’s Perspective 1

EMV Standards 2

2016 Users Group Meeting 3

Spotlighted Feature: Edge Animations 4

The Importance of Clear Job Descriptions 5by Andrea Cook

Magic: Mastering a Great Inital Call 6by Elizabeth Conforti

Is That Really How I Sound? Curating 7Your Online Voiceby Ryan Hyman

The BIG FIVE of Customer Service 8by Rosemary Bray

Inside Ortho2 10 –13

Share the Newsletter

Doctor

O�ce Manager

Financial Coordinator

TX Coordinator

RIP Windows XP (Important!)

Matt Hilleman, Ortho2 Vice President, Development

Contributor Contact Information:Rosemary Bray – Rosemary Bray has spent

45 years in the orthodontic profession,

with experience in general dentistry,

periodontics, and orthodontics– both in

clinical and administrative roles. You can

contact Rosemary at

[email protected],

(760) 268-0760, or on the web at

www.rosemarybray.com.

Elizabeth Conforti – Elizabeth created

Conforti Consulting after 20 years of

private practice management. As an

orthodontic practice manager, she

brings experience and knowledge to

her discussions in all aspects of today’s

orthodontic practice. Contact Elizabeth at

[email protected].

Andrea Cook – Andrea Cook is an

Orthodontic Clinical Consultant who offers

a variety of services to train your staff and

improve your practice. Learn more at www.

andreacookconsulting.com or contact

Andrea by phone at (253) 332-3376 or

email at

[email protected].

2 3

EMV Standards

Many people have heard the buzz about the EMV standards that took effect October 1 this year. But

what is it? EMV cards store their data in chips rather than magnetic strips like we have come to know.

However, EMV cards will continue to have magnetic strips for the foreseeable future for backward

compatibility with older readers. These cards are used to help reduce fraud in face-to-face transactions.

Having credit card readers that use the EMV technology is not a law, nor is it mandatory for merchants.

However, with this change, liability is shifting away from the card issuer, and will most likely end up on the

merchant. This will mean that if an EMV card is presented to a merchant that has not adopted EMV terminals,

financial liability for counterfeit fraud for that transaction will shift to the merchant.

Currently Edge and ViewPoint are compatible with several credit card processing companies. For more information about

card reader options, please contact one of these companies:

Open Edge/Developers of X-Charge: (800) 637-8268, ext. 484, www.openedgepay.com

Element Payment Services: (866) 435-3636 ext. 1721, www.elementps.com

Vanco Payment Solutions: (800) 675-7430, www.vancopayments.com

Microsoft released Windows 10 earlier this summer. Edge and ViewPoint are certified for use with Professional and Enterprise editions. Other editions of Windows 10 have not been fully tested at this time and are not advised. If you currently have Windows 7 or higher, you can reserve your free version of Windows 10 by clicking the Microsoft icon in your system tray. You have one year after Windows 10 is released to upgrade for free.

Come visit us at these fall meetings.

Ryan Hyman – Ryan Hyman is an Online

Reputation and Social Media Specialist. His

program weaves your in-office and online

marketing into one complete approach.

Ryan may be reached at (323) 767-4550 or

[email protected].

2 3

Southern Association of Orthodontists October 2–3, 2015

Midwestern Society of Orthodontists October 9–10, 2015

Middle Atlantic Society of Orthodontists October 16–18, 2015

Pacific Coast Society of Orthodontists October 23–24, 2015

Rocky Mountain Society of Orthodontists Oct. 30–Nov. 1, 2015

Southwestern Society of Orthodontists November 6–7, 2015

Are you ready for Las Vegas?

Las Vegas, NV February 25-27, 2016Users Group Meeting

2016 Users Group Meeting

Step up and place your bets on Ortho2’s Users Group Meeting! It will be a bet you won’t regret! The 32nd annual Users Group Meeting will take place February 25-27, 2016 at Planet Hollywood. You should be receiving your meeting brochure

in the mail soon, which is filled with information about the classes offered and meeting location.

Register online at www.ortho2.com/ugmregistration.

For more information, contact Kim Barker at (800) 678-4644 #2 or [email protected].

Y ou’ve animated your practice

already, right? No? What are

you waiting for? Edge Animations is the

perfect module to add to either ViewPoint

or Edge to enhance your practice for both

your current and prospective patients.

If you do have Edge Animations already, there have

been a few changes we think you will like! The program

will prompt you when new or updated videos are available

to download. And, videos will now be available when they

are complete instead of waiting for an update to Edge to

happen! This also allows videos to be renamed and update

descriptions more efficiently.

Additionally, you can hover over the name of any video to

read a description about the video. The description also

includes keywords to describe the video. Use any keyword

in the search feature above the list of videos to see all

videos that are relevant to that keyword.

Jim Powell, Ortho2 3D Animation Director, recently gave

us an inside scoop at what’s going on in the animations

department of Ortho2.

What animations are you currently working on?

JP: Currently we are working on quite a few. We

have a new Class II video, Thumb Habit Appliance,

Decalcification, and Wilson Appliances that are all

forthcoming. I’m hoping to add at least one or two new

surgical videos by the UGM, and of course there is the

new Introduction to Orthodontics video – which is also

featured in the Edge Animations App. We’ll be adding a

“Growth Guidance” component to that video in the near

future, too.

Explain the Growth Guidance video a bit more.

JP: The Growth Guidance video will be specifically tailored

to very young patients to explain how Phase 1 treatment

can help prevent more serious orthodontic problems later

on. The Introduction to Orthodontics video was created

in parts so the orthodontist can use the different parts to

create a video customized to each individual patient. Now,

Edge Animations users will be able to substitute parts of

the Growth Guidance video in with the Introduction to

Orthodontist video to tailor the message to a younger

patient.

How do you decide on content for new videos?

JP: The best way of gathering ideas for new videos is

through user requests! Requests can come from a number

of ways: through the Software Support Team, visiting

with orthodontists and staff at the AAO or UGM, or even

through UserVoice. There is an Edge Animations forum

in UserVoice to make submitting a request easy. When

I get a request, I’ll follow up with the person/office who

requested it to flesh out the idea.

How do you ensure animations are accurate?

JP: In addition to speaking with the person who requested

the animation, I also have a team of orthodontists that

work with me as consultants to make sure what we put out

there is accurate and relevant.

What are some of the features users should definitely

be using?

JP: Some of the cool features in Animations include: the

ability to hover over the titles of Animations and view a

description, the favorites tab, and being able to preset

play lists based on specific diagnosis. Annotating through

marking on screen or recording narration are also very

useful tools. Using Animations to bring in photos/videos

of patients in the office, having fun, and so forth, then

creating a filmstrip and exporting that fun video to social

media is an incredibly powerful marketing tool as well.

Tell us more about the Animations Team.

JP: We have more than 40 years of experience on the

team. We’ve won numerous awards for various projects

4 5

Edge AnimationsPart of an ongoing series spotlighting significant features

Edge Animations continued on page 14

4 5

F or the employee, the job description is a road

map for their career with your practice. As early as

the interview, it shows the candidate what is expected

of them and specifies minimum levels of acceptable

job performance. It also satisfies a very human need

– employees are more comfortable, confident, and

achieve a higher level of

accomplishment when

they know what their

employers want and

expect from them.

All too often, there is a

misunderstanding of what

a position entails and a

well-prepared job description can help both sides share a

mutual understanding. I have received many calls recently

regarding training of orthodontic clinicians. Too many times

I hear the statement, “She has been here more than a year

and still isn’t fully trained.” My first question would be, was

she given a clear description of her job and full training

in all areas to fulfill that job description? If the answer is

no, it then becomes an office failure. Hiring another new

employee will most likely have the same result if they are

not provided with this information.

New hires should be given a copy of their job description

during the interview so they know what will be expected

of them and if they are capable of performing the required

duties, or if training will be necessary. We cannot expect a

new employee to perform well and meet our needs if they

are not given a clear definition of what their job looks like.

If you don’t tell them what you’re looking for, how are they

supposed to know? Current employees should be given a

copy of their job description as part of a team meeting or

during a performance evaluation to ensure everyone is on

the same page, and to discuss areas of success and any

areas for improvement.

One of the first steps in setting up a good training system

to develop outstanding team members is a clear job

description. Your trainer and clinical coordinator, if your

office has one, need to know what the requirements are

in each position so they can work with each team member

to develop their skills and grow in their careers. Yes,

careers. Having careers as opposed to jobs will increase the

longevity of our well-trained team members.

Job duties often

change over time

and an outdated job

description may be of

little benefit or could

even be a detriment.

It is important to

include the following

items when you

prepare each job description:

• Position/Title

• Who the employee directly reports to

• Job summary

• Qualifications needed

• Education and experience required, if any

• Certificates, licenses, and registrations required, if any

• Physical requirements

• Work environment

• Include the phrase “and other duties as assigned” in

the job description

One way of updating job descriptions is to ask your

About the AuthorAndrea Cook is a clinical consultant

and trainer for premier orthodontic

offices across the country with more

than 20 years experience chairside. She

is presenting at the 2016 Users Group

Meeting in Las Vegas.

The Importance of ClearJob Descriptions

Job Description continued on page 14

“We cannot expect a new employee to perform well and meet our needs if they are not given a clear definition

of what their job looks like.”

6 7

Magic: Mastering a

H ow many times have you been

asked on a new patient phone

call, “What’s your magic wand?” Some

parents and patients want to streamline the

decision making process and find out why

they should choose you without having to come

into your office for an appointment. This does

happen and it’s best to be prepared for it. However,

there is no singular answer. Your “magic wand” should

be a compilation of qualities and actions that, when put

together, are

what makes

your office so

great!

Manage the

initial phone

call properly from the greeting. This is a basic skill that

everyone who answers the phone should have. Answer

with a genuine friendly hello and thank them for calling!

Typical office hours for most practices are during the day

when parents and patients work. So it is necessary to be

grateful that they are taking time out of their busy day

and choosing to call your practice. Do not use a script; if

a team member needs a script then they should not be in

a position to answer the phone. Utilize your technology

for efficiency on the call. Edge and ViewPoint have several

customizable fields that should be used when entering in

new patient data. A well-managed and genuine phone

call will leave a positive and exciting lasting impression –

and your new patient will be one step closer to starting

treatment in your office.

Attempt to make a connection with your callers so that

you create a mutual bond together. Your new patient caller

has a purpose for calling you, to schedule an appointment;

however they also have choices to make. If a connection

between you and your caller takes place, your earned

result will be a more compliant patient that will likely not

break appointments and may have one foot in the door of

your practice already.

It is essential to connect with the caller on a level that

leaves them feeling like they are part of your practice.

How is that done? By being an excellent listener and

asking great questions. Of course you need to obtain the

general patient and responsible party data to establish

your new patient, however, asking additional questions

such as “How does your son/daughter feel about needing

braces?” or elaborating on how they heard about your

practice will provide you more patient insight. Pick up on

conversation pieces such as their school or sports teams

when class or

practices are

mentioned and

compliment

the connection.

When you find

out information,

it becomes a powerful tool to use in building relationships

and connections with your patients.

Then I recommend that you document this information in

your notes section inside Edge or ViewPoint. This is a great

way to communicate these connections to your treatment

coordinator and doctor. By doing this, you are setting

yourself up for success during the in-person greeting and

the new patient exam experience. Engage in positive

conversation with all callers and you will see the result

in your schedule and in your practice. Connections are a

Great Initial Call

Initial Call continued on page 15

About the AuthorFor more great ideas on how

to propel your administrative

team towards success, attend

Elizabeth Conforti and Lori Parker’s

“Management and Marketing

Masters Round Table Discussion” at

the 2016 Users Group Meeting.

“Many decisions are based on feelings so it is essential that your patients feel something

positive when they speak with you.”

M any years ago, the orthodontist would enter

the consult room and a hush would fall over the

treatment coordinator, parents, and patient. There was

this sense that things were now serious. The orthodontist,

you see, is a specialist. This isn’t your regular doctor. He

or she would simply utter that the patient would benefit

from treatment and that was that, contract signed that day.

You remember the time before price shopping, reputation

comparison, and the google-empowered consumer. We

need to replace that missing “shock and awe” feeling

that permeated the initial patient contact. Let’s begin by

identifying where the patient first meets the doctor.

Google has chipped away at the credibility of a patient

or even dental referral. Now, when a patient is referred

to your practice, there is a series of credibility checks

that have to be passed. You’ve seen it on a smaller

scale. Imagine that last time you recommended a film or

restaurant. The online reviews were likely either mentioned

by the friend you were making the referral to, or were

predicated by your referral. Everyone can remember the,

“Suzy, you have to see this film, it is getting great reviews!”

The alternative, wherein we recommend a product, service,

or doctor that is then revealed to have negative reviews

hurts our credibility as a referrer. We want our friends to

trust our opinion. Unfortunately that opinion must match

the online consensus. Our take away here is that your

online footprint is the first point of contact between patient

and the doctor. This is your first moment to prove that you

are the best practice.

When that referred patient searches for your practice

online it is vital they find a professional but unique space.

The practice’s social media needs to balance what I call

“billboarding” with authenticity. Billboarding refers to

a series of manicured posts. These posts should always

be accompanied by at least one picture. An example

post would introduce a new staff member alongside

a tiny question and answer. We’ve had success mixing

questions concerning their education or experience with

fun questions like, “Which superpower would you choose?”

Posts shouldn’t sound too corporate. When this happens

the patient doesn’t really leave our social media space

with more information regarding the practice. All we have

done is add to the cacophony of advertising noise found

online. Consider what your practice is going to sound like.

How can we capture that same sort of awe that used to

permeate the consult room?

Perhaps we can’t. Many years ago, an overly energetic

personal trainer explained to me his recent bump in

sales. He explained that his strategy shifted away from

hushed, solemn, pitches. This trainer had implemented

a system dubbed “Smile and Delight”. He would explain

his knowledge in between moments of friendliness,

authenticity, and goal setting. You should weave this same

smile and delight method into that first online meeting.

Your posts will mix ortho knowledge, patient engagement,

and real stories about your staff and doctor. The last bit is

always a major hurdle. Ask your staff what they are up to.

Is someone rebuilding a classic car? Is someone painting

something? Is someone’s child a secret genius, running for

election, planning world domination? You get the idea!

Patients want to get to know you! Let’s make that easy for

them. Patients enter our practice wanting to learn more

about our hobbies, interests, and achievements. At this

point we have already moved the conservation past our

expertise. They trust us; now they want to continue getting

to know us.

6 7

About the AuthorRyan Hyman is the Chief Consultant

and author behind RKS – a creative

agency. Ryan brings his real world

practice management experience into

your online marketing strategy. He is

presenting at the 2016 Users Group

Meeting in Las Vegas.

Is That Really How I Sound?Curating Your Online Voice

8 9

I n the January 2012 Ortho2*

newsletter, I talked about standing

out and getting noticed, mentioning a

quote by an unknown author which said,

“Entrepreneurship is living a few years of your

life like most people won’t, so that you can

spend the rest of your life like most people can’t.”

I asked in that article if you thought that your ortho

practice was willing to do just that. Are you all putting so

much energy and effort into your patient care delivery now,

so that down the road all of you can enjoy the fruits of that

labor? If not, you are the practice likely lagging behind in

statistics, morale, and ultimately, patient-based referrals

(the favored and most reliable kind).

Science and Technology is not ServiceThis past May, I was honored to share the stage with Joan

Garbo, who is also speaking at the 2016 Users Group

Meeting, for the opening lecture at an AAO Annual Session

that was focused entirely on science and technology, the

future of our profession. The title of the lecture was, “The

Service Connection – Bridging the Gap Between Science

& Technology”. We both feel the connector between all

things scientific and technological has always been, is now,

and forever will be the level of genuine, caring service

given to the patient.

Orthodontics provided to patients today is nothing like 45

years ago when I began my career working in a San Diego

practice. My three-foot wide appointment book worked just

fine, as did the tray full of pegboard ledger cards on which

I posted every payment by hand. Who needed widgets

and gadgets? Ortho wasn’t broken so we didn’t need to

fix or to change it. Well, it has been fixed and changed as

both technology and science have grown and increased in

importance.

However, without the service aspect

well in place in your practice, all

the science and all the technology

possible will not make you thrive and

be successful. Those things might draw the patient into

the office, they might make your work easier, better, even

more efficient, yet it is the caliber and the consistency of

great service which will keep patients there and make them

want to refer others. Service really is the glue that holds the

science and the technology all together.

The BIG FIVEBefore the AAO, Joan and I had both just come off a safari

together in Africa where the level of service was beyond

expectation and at times, beyond belief. For those of you

have not yet had the extreme joy of going on an African

safari, searching for the BIG FIVE is what you do! The BIG

FIVE are the animals one wants to, needs to, and pays

to see! They are considered the most endangered, the

most dangerous, and the most terrific to actually see. If

you are fortunate to experience all five, your safari is then

considered to be successful and complete.

Likewise, if your patient is at home hunting for an ortho

practice to treat their family it is critical in today’s ortho

world to also hunt for the BIG FIVE in customer service!

These are also the five things your patient wants to, needs

to, and, ultimately, pays to see. They can be considered

to be the most critical, most sought after, and most

remembered aspects of a quality practice. The only

difference in these BIG FIVEs might be the location! Service

around the world means the same thing to everyone.

Everybody wants it, expects it, seeks it out, and pays for it.

It can be a hunt. In your practice, do you continually:

1. Capture ideas of what service means to your patient?

2. Discover the BIG FIVE service tips to enhance your

practice?

3. Hunt for ways to further improve your level of patient

care?

The BIG FIVE of Customer Service

“Service really is the glue that holds the science and the technology all together.”

The BIG FIVE safari animals are the leopard, elephant, cape

buffalo, rhino, and lion. Using the first letter of each of

those five great animals, a service element can be equated

to comprise the BIG FIVE of patient service in ortho.

Leopard – Listening Do you really listen to your patient, hearing both what is

said and not said? Are you not formulating your reply while

they speak or not interrupting them while they try to talk

with you? People detest being interrupted, it is actually

negative service. People want to be heard and appreciate

when they feel they have been.

Elephant – Empathy In the wise words of Maya Angelou, “I’ve learned that

people will forget what you said, people will forget what

you did, but people will never forget how you made them

feel.” The ability to understand your patients, to feel as they

do, and without judgment is true empathy. Without the

empathy in place, you cannot lead into the caring...

Cape Buffalo – Caring You have often heard the great saying from Theodore

Roosevelt, “People don’t care how much you know until

they know how much you care.” It may be trite to you

because of how much you hear it. It is however, very true.

Do your patients know how much you truly care about

them? Do you? Are you providing patient care for them or

do you truly care for your patient? They are not the same! In

what ways do you consistently show the level of caring that

comes from your entire team?

Rhino – RelationshipThe late and great Zig Ziglar taught us that, “If people

like you they’ll listen to you, but if they trust you they’ll do

business with you.” Do you build trust by creating a genuine

relationship with each patient? Can they feel it right from

the beginning at the first appointment, and at every one

thereafter? Every orthodontic practice is in the relationship

business. It is the reason people say yes to your offer of

treatment – a connection has been made, coming from a

development of a trusting relationship.

Lion – LoveWhen you truly do love what you do every day, you can’t

help but care about and for your patients. The late Steve

Jobs (who was all about science and technology) told all of

us to find something we really love to do, to keep searching,

and to never settle. “Do great work,” he said, and to do

that great work, “You must love what you do.” To me, that

means to love your profession, love your entire team, love

every patient, and love the miracle of what you do for their

smiles and ultimately, for their lives.

Not all good quotes, as those mentioned above, come from

people who are deceased. Rosemary Bray, the living and

well ortho speaker, tells you to, “Avoid the two enemies of

orthodontics, ______ and ______, and continue to provide a

level of care that patients cannot get anywhere else. If you

do that, they won’t want to go anywhere else to look for it.

And if they should try, they won’t find it!”

I will be discussing these important principles once again

and filling in those two blanks you see here at the 2016

Users Group Meeting.

Yes, I am obsessed with customer service! Hearing this

critical message every few years is not often enough.

Join Ortho2 in Las Vegas to hear many topics of practice

enhancement being presented by some of the industry’s

greatest voices. I am honored to be merely one of them.

*Available at www.ortho2.com > Resources > Newsletters.

8 9

The BIG FIVE of Customer Service

About the AuthorRosemary Bray is an orthodontic

consultant, trainer, and professional

speaker with 45 years experience in

the orthodontic profession. She is

presenting the keynote address at

the 2016 Users Group Meeting in Las

Vegas.

Free WebinarsWe offer you free, online, real-time webinars. Each month throughout the year we present various topics. It’s a great

solution for training new users, refreshing experienced users, or learning about new features. Webinars are offered

several times each month so you can choose the time that fits best with your schedule. Preregistration, a computer with

a high-speed Internet connection, and a phone are required. For a full schedule, and to register, visit www.ortho2.com >

Meetings and Webinars > Ortho2 Webinars, or contact Judy Brown at (800) 346-4504 or [email protected].

Upcoming Webinar Dates

Inside Ortho2Information about the people of Ortho2 and the resources available to you as a member

10 11

Background image taken by Brandon Niewoehner

ViewPoint: Best Practices for Financial Coordinators

Friday, October 2nd, 10:00-11:00 A.M. Central Time

Wednesday, October 21st, 2:00-3:00 P.M. Central Time

This webinar will review the best practices for financial

coordinators including how to process bulk payments, set

color coded alerts, and run reports such as the Accounts

Receivable Aging Report and the Insurance by Detail

Report.

Edge: Edge Animations

Thursday, October 15th, 10:00-11:00 A.M. Central Time

Monday, October 26th, 2:00-3:00 P.M. Central Time

Edge Animations is the perfect addition to your system

for marketing and educational purposes. This webinar

overviews the features available in Edge Animations

including annotating and drawing on animations, audio

and custom narration, emailing video links to patients and

referrers, publishing videos to YouTube and Facebook,

customizing play lists, and integrating with patient

treatment findings.

ViewPoint: ViewPoint 11 Overview

Wednesday, November 4th, 2:00-3:00 P.M. Central Time

Friday, November 20th, 10:00-11:00 A.M. Central Time

ViewPoint 11 has many new features including a new Word

merge process, a history of contract changes, and being

able to automatically upload electronic insurance in the

patient’s correspondence history. We will review these

features and many more in this webinar.

Premier Imaging: Timepoint Morphing Overview

Thursday, November 12th, 10:00-11:00 A.M. Central Time

Monday, November 23rd, 2:00-3:00 P.M. Central Time

Viewing before and after images is one of the great

experience of debanding day. Use Timepoint Morphing, for

both Edge and ViewPoint, to enhance this experience by

producing and viewing a video of the transformation, from

the start, through treatment, and to the final product. We

will review how to make the most of this feature.

Edge: Schedule Setup Options

Thursday, December 3rd, 10:00-11:00 A.M. Central Time

Using the Scheduler requires a certain amount of set up

before you can use it. This webinar will present the steps

involved in designing your perfect schedule.

ViewPoint: How to Prepare for a Smooth Transition to

Edge

Wednesday, December 9th, 10:00-11:00 A.M. Central Time

A smooth transition to Edge from ViewPoint requires

planning and preparation. We’ll talk about the time line

of events for making the transition and tips to make the

experience smooth and successful.

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Marla MillerMarla’s voice is one of the more familiar ones you will hear if you have a question for our Software

Support Team. Marla recently celebrated her 20th anniversary with Ortho2, and has been a Software

Support Representative and Trainer for nearly the whole time. She has seen the company more than

double in size since she first started. Being able to travel to many offices for trainings has been one

of Marla’s favorite parts of working at Ortho2. “As well as training the staff and hoping they are

learning things, I always bring back additional ideas for how individual offices will use the software,”

she says.

In addition to Ortho2, Marla and her husband, Mike, own Gallery 319, a custom picture framing store and art gallery. “In

addition to running the Gallery, my husband drives a school bus for middle school children and is always coming home

with great stories,” Marla says. They have a 25-year-old son, Steve, who is working and attending college, as well as two

cats and a dog.

When she isn’t at Ortho2 World Headquarters or at the gallery, you can find Marla and Mike at Ames’ Community Theater,

ACTORS. Marla is active both on stage, singing and dancing, and off stage, directing shows and assisting with the back

stage. And this fall you will find her cheering on the hometown Iowa State Cyclone football team!

Career Milestones and DevelopmentLiz Goldapp moved to the New Customer Care Team as a New Customer Care Specialist on August 10. Liz has been with

Ortho2 for four years as a Software Support Representative and Trainer.

Nick Johnson joined the Software Support Team on September 14. Nick earned his Associates of Science Degree in

Computer Information Systems, and is working toward his MIS degree. Welcome to the team, Nick!

New Customer Care Hours UpdatedThe New Customer Care Team has extended their hours! Due to the expansion of the team, New Customer Care will now

be available from 8 A.M. to 6 P.M. Central Time. Feel free to reach them at (800) 809-0277, or [email protected].

Ortho2 AnniversariesCongratulations to these Ortho2 staff members who celebrated anniversaries during the third quarter of 2015.

Twenty-Nine YearsCraig Scholz

Twenty-Eight YearsSara Harbacheck

Twenty-One YearsJudy Brown

Twenty YearsMarla Miller

Ten YearsMichelle Kinnaman

Seven YearsCal Rebhuhn

Six YearsJudy Denny

Paul Ezerski

Four YearsBrent Jacobsen

Steve Mahan

Three YearsRachel Johnson

Andrew Smith

Two YearsWesley DeShaw

One YearBryan Reiter

Chris Russell

Jorge Rios

Nathan Hemmings

Help Us Help YouPlease be prepared to provide your customer number, practice name, and office location when you call our support

teams for assistance. If you use ViewPoint, you will find your customer number by clicking the Help menu and choosing

About. You can find your customer number in Edge by clicking the Help button > About. Please be sure to provide

this information—and repeat your phone number—when leaving a phone message requesting support. Having clear

information helps us serve you more quickly.

Service ExcellenceWe invite you to recognize Ortho2 employees by sending Extra Mile cards. A card is included in this newsletter, or you

may send cards online from the Contact Us page of our website. Our goal is to uphold our tradition of excellence in

customer service, and with our Extra Mile program, you can let our employees know when you appreciate their extra

effort. We encourage you to send an Extra Mile card whenever an Ortho2 employee goes the extra mile for you. The

recognition is valued by the recipient and is acknowledged by our management team. We continue to look for better ways

to serve you. Thank you for helping us recognize excellence.

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Our Feedback ForumOrtho2 brings you UserVoice, a powerful feedback forum that allows you to easily tell us what you think! Now you have

the power to connect with us, make suggestions for enhancements, vote on your favorite ideas, and watch them become

a reality.

Log into UserVoice through the Ortho2 website. Visit www.ortho2.com, and click

the UserVoice icon in the upper right corner. Login with your username and

password. You are ready to go!

There are four product enhancement forums: Edge, Edge Animations, Edge Imaging, and ViewPoint. You can search

existing suggestions and enter your own. Vote for your top enhancements and check back to see which are getting the

most votes. You can even add comments to suggestions and read comments from other users and from Ortho2.

HolidaysOur corporate office is closed on the following holidays:

New Year’s Day

Memorial Day

Independence Day

Labor Day

Thanksgiving Day

Christmas Day

If a holiday falls on a Saturday, we observe the holiday on the prior Friday. If a holiday falls on a Sunday, we observe the

holiday on the following Monday.

The Friday after Thanksgiving, Christmas Eve, and New Year’s Eve are optional holidays. We offer limited support on those

days.

Contact UsPhone

(800) 678-4644 (Sales)

(800) 346-4504 (Support)

Fax

(515) 233-1454

Internet

www.ortho2.com

E-mail

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

Newsletter Submissions

[email protected]

Social Media

www.facebook.com/ortho2

www.youtube.com/ortho2systems

www.twitter.com/ortho2systems

www.linkedin.com/company/ortho2

https://plus.google.com/+ortho2

http://blog.ortho2.com

www.ortho2.uservoice.com

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Edge Animations continued from page 4

over the years for medical/biological animation and

illustration. We have had illustrations featured on the covers

of Computer Graphics World and Journal of the American

Chemical Society magazines, have illustrated a couple

children’s books, and have had cartoons published in Land

Trust Alliance magazine. We enjoy keeping up on the latest

happenings in our industry.

You are presenting a class on Edge Animations at the

Users Group Meeting in February. Why should people

attend your class?

JP: Simply because I’m moderately handsome and

marginally charismatic. But seriously, though. I hope

to be able to show how Animations can be useful in

communicating treatment with patients, but also how it

can be incorporated as a marketing tool to help bring in

patients and help grow your practice.

Don’t miss Jim’s class, or any of the other classes at the

2016 Users Group Meeting, February 25-27, at Planet

Hollywood in Las Vegas. Register today at

www.ortho2.com/ugmregistration.

Job Description continued from page 5

office manager or clinical coordinator to confirm the job

description is up-to-date as part of the performance review

process. You may also give employees a copy of their job

description and ask them to give feedback. Review all job

descriptions on a set schedule, such as during the annual

performance review, to make sure it accurately reflects the

employee’s current job responsibilities.

Job descriptions are an important element of the

employment process. Any team member coming into

your practice needs to have a clearly defined role and

expectations to ensure their success. By following the tips

listed above, you’re more likely to create a job description

that will attract the right candidate.

In your career as an orthodontist you will undoubtedly have

employees who will not meet the standards of the job.

Writing a job description helps to confirm what is or is not

getting done. In fact, writing job descriptions is one of the

most effective employee communication tools you have

as a manager to ensure that your employees know what is

expected of them so they can meet and hopefully exceed

your work expectations.

Job descriptions are the first step in developing your

new all-star team. The next step is training them to meet

your needs as outlined in their job description. I will be

presenting a lecture on clinical training at the 2016 Users

Group Meeting that will help you develop a system of

training that will get your new team member trained as

quickly as possible. I look forward to seeing you all in Las

Vegas!

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reputation and relationship builder!

Great conversations happen while using complimentary

words and enforcing good listening skills. Listen to the

reason for their call and restate it so that you are in

agreement with satisfying their needs. Focus on what you

can do for the patient and parent versus what you cannot

do. Omit from your conversation negative words and

phrases such as “can’t”, “we don’t”, “unfortunately”, “no”,

and “I don’t have anything until”.

When looking at the schedule together, give all callers

your first two options. This is your initial attempt to

schedule the patient by offering options. You will find that

quite often, if you provide them two options, they will

select one of them. If they ask for a time you don’t have, or

are unable to offer them, simply state that their requested

time is not available and provide a reason why. Keep it brief

and then follow up with alternative times and dates that

you could offer them. Utilize up-coming days off of school if

you are having difficulty scheduling. And remember, add all

callers that need to get into your schedule sooner to your

sooner if possible list. Treating all your patients like a VIP

will enhance their experience with your office and will keep

your schedule full.

Instructions are essential to ensure your patients and

parents are compliant from the start. Set expectations of

the appointment, clarify what paperwork you would like

them to either fill out or download from your website, and

confirm their email address for appointment confirmations

and office communications. Preparedness is the key to

any effective administrative system. Consider this portion

of your conversation as your attempt to set all wheels in

motion for the caller to join your practice. When you take

the time to explain to your caller what they can expect by

briefly outlining the appointment flow and informing them

that the doctor is setting aside time for him or her in their

schedule, you will have an understanding that will increase

compliance. Emphasize the value of the appointment.

Compliment your team and doctor so callers look forward

to meeting them, and be sure that you have answered all of

their questions.

Close the call with agreement and excitement. Your goal

is to make them feel excited about coming in to meet the

doctor and team. Many decisions are based on feelings

so it is essential that your patients feel something positive

when they speak with you. Thank them for calling your

practice in a heartfelt and genuine way. Recap their

appointment time, confirm that they know where you

are located, that they should visit your online office, and

provide them with your website address. Build up your

practice and tell them how much fun or enjoyment they will

have in meeting your doctor and team.

Your work is not over when the call ends. In fact, it has just

begun! Enter all data into the notes section of Edge or

ViewPoint to communicate with your treatment coordinator

and doctor, be prepared with insurance verifications, and

obtain X-rays when necessary to make sure you are fully

ready for your new patient to arrive. And when they do,

you are the gateway to the practice when sitting at the

helm. Continue to roll out the red carpet for your VIPs to

ensure their patient experience with you is second to none.

Your magic wand becomes how you treat people, how you

are prepared, how you are focused on success, how you

care about people, and how your systems will ensure they

are well taken care of. On your next call…be magical!

Initial Call continued from page 6

1107 Buckeye Ave., Ames, Iowa 50010 • www.ortho2.com

“Delivering premium solutions for success to the orthodontic profession…”

Mastering the initial call doesn’t have to be

magic. Use these simple steps for getting

patients to choose you right from the start.

page 6

When a patient gets referred to you, they

don’t just take the referrals word for it. They

check out your practice online. Is your online

billboard representing you correctly?

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When on a safari, you search for the BIG FIVE animals.

Do you employ the BIG FIVE of customer service in your

office?

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ORTHO2Sales (800) 678-4644 Support (800) 346-4504

Local/Intl. (515) 233-1026 Fax (515) 233-1454