C112 the “savage” front desk

DISCLAIMER: This work, audio recordings and the accompanying handout, are the intellectual property of the clinician, and permission hasbeen granted to the Chicago Dental Society, its members, successors and assigns, for the unrestricted, absolute, perpetual, worldwide rightto distribute solely as an educational material at the scientific program being presented at the 2011 Midwinter Meeting. Permission has beengranted for this work to be shared for non-commercial education purposes only. No other use, including reproduction, retransmission in anyform or by any means or editing of the information may be made without the written permission of the author. The Chicago Dental Societydoes not assume any responsibility or liability for the content, accuracy, or compliance with applicable laws, and the Chicago Dental Societyshall not be sued for any claim involving the distribution of this work.

C112THE “SAVAGE” FRONT DESKRHONDA SAVAGE, DDSTHURSDAY, FEBRUARY 21

Chicago Dental Society MWM & REGIONAL MEETING COURSE EVALUATION

Speaker: Date:

Subject: Number of attendees:

PLEASE RATE YOUR SPEAKER AS TO: Excellent Good Fair Poor N/A• Subject selected................................. 4 3 2 1 0• Timeliness of subject ......................... 4 3 2 1 0• Comprehensiveness........................... 4 3 2 1 0• Meeting your expectations ................ 4 3 2 1 0• Content level...................................... 4 3 2 1 0

• Delivery .............................................. 4 3 2 1 0• Voice quality....................................... 4 3 2 1 0• Holding your interest ......................... 4 3 2 1 0

• Appropriate audiovisuals ................... 4 3 2 1 0• Effective audiovisuals ........................ 4 3 2 1 0• Overall evaluation of speaker ............ 4 3 2 1 0

• Overall evaluation of program........... 4 3 2 1 0

Should this speaker be invited for future meetings? Yes q No q

What topics of interest would you like to see covered in the future?

Comments (use reverse if you need additional space):

Name (requested but not required—please print):

RETURN EVALUATION CARD TO: DO NOT FOLD CARD. FOR CDS PERMANENT FILES.Chicago Dental SocietyAloysius F. Kleszynski, DDS401 N. Michigan Ave., Suite 200, Chicago, IL 60611-5585

The Savage Front Desk and The Dental Team

Strong Practices=

Stronger Systems

Rhonda R. Savage, DDS

CEO, Miles Global Consultant, Speaker, Author

[email protected]

mailto:[email protected]

©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved

“Life is like a 10-speed bike. Most of us have gears we never use!” -Charles Schultz

1. Communication: What do today’s patients want? 1. Friendliness: _____________________________________ 2. Reasonable waiting time. What’s reasonable? ________________ 3. A good ________________________________ 4. A relationship

How many connections for a new patient? ____________________ 5. Technology

Ideas: _____________________________________________________________ 6. Convenience: ___________________________________________________

Online bill pay and appointing Confirmation process options Family appointments

7. Price 8. Women are twice as likely to choose over

__________________________ if they have an option.


Keeping Your Eye on the Goal: Defining your vision and values

“You cannot be 1000 times better, but you can

be better in 1000 small ways.”

A “Values Driven Job Description”

“How Fascinating!”

Broken Appointments: Causes and Remedies

1. Value

a. Last 30 seconds

b. Words to Avoid and Words to use


c. Phone Skills

2. Keeping Patients Waiting

3. Changing _______________ ______________________ to fit our needs.

4. New Patient failures

5. Family appointments

6. Misguided communication

“In order for you to profit from your mistakes, you have to get out and make some.


7. A burned out staff will _____________________ for a BA/ Last minute cancellation.

Broken appointment policies:

1. Should you charge?

2. Who should call?

3. Non-refundable retainers

4. Family appointments

5. Phone recorded message


6. Written policy?

7. Broken appointment letters Scheduling tips:

1. 4 types of flex time

2. “Like Gold”

3. Demanding patients

4. Doctor’s willingness to delegate

5. Today and Tomorrow

6. Flexibility Time and motion study:


Hygiene no-shows: Importance of recare and reactivation:

“I’ve been busy regurgitating my patients!” -Dr. Kwan, Alberta, Canada

Verbal skills for hygiene:

1. Nightguards

2. “I just want my teeth cleaned”


Recall: The system:

Time Management

Master List

Others help; there is NO downtime in a dental practice

Tears will get you sympathy. Sweat will get you results.

-Anonymous Financial Policies:

Time of service

Discounts

Courtesies

Lab Cases:


Care Credit

Deposits/retainers

Online bill pay

Interest or rebill?

Accountability as a system=Stronger teams

Examples:

Collections: The Accounts Receivable Report: Percentages: The system:


Insurance management: Reading the past due insurance report Run an unattached claim report Statistics: The System:

Education

C112 the “savage” front desk