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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
(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
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
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
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.
10 11
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
Newsletter Submissions
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!
14 15
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?
page 7
When on a safari, you search for the BIG FIVE animals.
Do you employ the BIG FIVE of customer service in your
office?
page 8
ORTHO2Sales (800) 678-4644 Support (800) 346-4504
Local/Intl. (515) 233-1026 Fax (515) 233-1454