Front Desk Wisdom. 75 Office Managers Share Their Best Tips for Success. Insurance. Scheduling. New patients. Team building.

Transcription

1 Front Desk Wisdom 75 Office Managers Share Their Best Tips for Success Insurance Scheduling New patients Team building Training

2 75 Tips to Make Your Dental Office More Successful Office managers are the heart of every dental practice, keeping the office moving smoothly and productively with their own tried and true bag of tricks. But did you ever wish that you could tap into the collective learnings of your peers to help grow your own tricks and tools? With this free ebook, you can! Working over several months, Lighthouse 360 interviewed over 90 dental office managers nationwide, asking them to share their top secrets to success and tips for ultimate productivity. Their answers included everything from simplifying busy workdays to helping grow practice revenue - and now, for the first time ever, these valuable pieces of information are available in the pages to follow! Tap into the power of your peers and discover 75 tips that may forever change the way you work.

3 USE THESE SECRETS FOR SCHEDULING SUCCESS 1 When scheduling appointments, tell the patient, Here are the times we have available, rather than No, we don t have that day/time available or We are closed that day. Putting a positive spin on it communicates that you re here to help them. Emily D. 2 Ask the patient, When is the best time to schedule treatment, not Would you like to schedule treatment? Erika M. 3 Always tell the patient, The doctor will be very disappointed you are cancelling your two-hour appointment; they put so much thought into your procedure. This approach makes them keep the appointment every time! Nicole B. 4 To reduce cancellations, our practice s evening message says, Cancellations are only taken during business hours. Sharon S. 5 Lighthouse Pro Tip: Use the two-way text to get instant replies from patients rather than waiting for them to get your voic s or return phone calls at the end of the day. Tiffany R. 6 When we have a last-minute schedule change or cancellation, we give the patient who takes the open appointment a complimentary fluoride treatment (which many insurance companies won t cover). It s a win/win for all of us! Alexis H. 7 Never let a patient walk out of the door without an appointment; always make sure they are scheduled to return for treatment or for a recall appointment, even if it s far out. This greatly cuts down on the amount of calls we need to make to schedule appointments later. Doing this has encouraged a full schedule at our practice and has allowed us to build a cancellation list, which is great for when people cancel at the last minute! Allyssa M. 8 Keep on top of recare appointments. I go through my recare list weekly and call to add treatment or schedule it out a few weeks. Janet J.

4 9 Take the time to contact patients who don t reschedule or who cancel and don t re-book. I do recalls every Tuesday and usually book at least one or two appointments that otherwise wouldn t have happened. Jennifer V. 10 Lighthouse Pro Tip: When a patient cancels an appointment and does not reschedule, turn on Lighthouse 360 s treatment planning function immediately so they receive an automatic follow-up in two weeks. Denise S. 11 At the time you schedule an appointment, ask if the patient would like you to keep them on a call list for an opening sooner. If you get a subsequent opening, it will appear you are doing the patient a favor and not just trying to fill your schedule. Wanda B. 12 For those hygiene patients who are hard to get on the schedule, I have their hygienist call them! When patients hear, This is your hygienist calling; I noticed you haven t been in to see me in such-and-such months, patients find it hard to say no. Julie M. 13 We book our recalls/hygiene appointments for 6 months and 2 weeks, rather than 6 months and 1 day. This gives you two weeks of appointments to bring in early to fill any holes or cancellations. Greg M. 14 For patients who need pre-medication, instead of saying, This is to remind you of your appointment on DATE at TIME and be sure to take your premedication, we tell the patient they cannot be seen unless they are pre-medicated for their appointment on DATE at TIME. Many times patients delete the voice mail before they hear the entire message; mentioning pre-medication first gets their attention. Lois D. 15 Lighthouse Pro Tip: Use the pre-medication feature to send notifications to patients who need pre-medication. Kaci F.

5 PUT THESE PATIENT RELATIONSHIP POINTERS INTO PRACTICE 16 Greet patients warmly with a smile, a handshake, and their name. If possible, stand up and walk around the desk to greet them. Mas ood C. 17 Acknowledge a patient complaint with words like, I can see you re frustrated. What can I do to help? Is there any way that I can help make you feel better about the situation? Sometimes the acknowledgement that the patient is unhappy is all that s needed to de-escalate the situation. Deanna B. 18 Always keep a smile on your face even if it is a stressful moment. You can be firm and concise and still remain polite and cool under pressure. An atmosphere of no drama makes for a peaceful place for patients as well as staff. Leesa H. 19 It sounds simple, but make answering the phone every team member s first priority. It s so easy to get busy during the day but a phone that goes unanswered or rings too long could cost you that next new patient. Ron D. 20 Lighthouse Pro Tip: Use Lighthouse 360 to create monthly newsletters. It helps to remind patients that our practice is always here for them and to get our name in front of them regularly. Allyssa M. 21 We ve all heard that honesty is the best policy. This goes for the person running the front desk as well. Patients know when you re being fake; being honest and upfront in all dealings with patients helps build patient trust and loyalty. Honesty also means admitting when you re not sure of the answer. Patients will trust you more if you can say, I m not sure how to answer your question; let me step away and ask the doctor. Ivarie S. 22 Keep it upbeat, even if the person you re speaking to is the most negative person on earth! I find that if I keep a smile on my face I can get them in a better mood. Marisa D.

6 23 Lighthouse Pro Tip: I use our reviews through Lighthouse 360 to make a spiral-bound booklet that we keep in our waiting and consultation rooms. It allows patients to see feedback about the doctor and staff, which is especially nice for new patients. Renee B. 24 We send each new patient s phone number home with the doctor so they can call and check on the patient after their first visit. Many report that it is the first time a doctor has ever called them at home and are pleased with the extra touch that usually takes less than 2 minutes. Sheila T. 25 Taking 2 minutes to make a follow-up call to a patient that had treatment earlier in the day makes a big impact. It doesn t take much time, but it shows the patient you care about the quality of your work as well as their comfort. I have heard from dozens of patients how much they appreciated a call at the end of the day before the doctor left to make sure the rest of their day went well. Katie Y. 26 Our doctor calls to confirm and welcome all of our adult new patients the day before their scheduled appointments. This reduces cancellations and sets the bar high for an exceptional, personalized experience before they even walk through the door. Nicole C. 27 Lighthouse Pro Tip: Use the two-way communication feature to send patients directions and special information. Marlene D. 28 Always have $10 coffee gift cards handy to give to patients if you re running late or something didn t go perfectly. They re a lifesaver! Tarri M. 29 Review the schedule first thing in the morning to refresh your memory with the names of patients scheduled that day. Acknowledge them by name when they sign in and get to know something about them. Next time they come in, they ll be impressed that you remembered their name and brought up whatever it is that they shared with you. Brigitte R. 30 To make our new patients feel welcome, our admin check-in staff greets them and then gives them a tour of the patient areas of the office (restrooms, children s area, etc). Patients appreciate the personal touch, and it helps them get acquainted from the moment they walk in. Lisa S. 31 Lighthouse Pro Tip: Download a picture and a quote and create mass s for all holidays on the calendar! You can do it whenever you have time and schedule them to send at a future date. Linda H. 32 Take a breath before answering the phone. Greet the caller with a smile. Patients will feel welcome hearing a friendly voice that cares why they are calling you. Kimberly F.

7 33 The patient that is standing in front of me is the most important person at that moment. Each patient needs to feel that they are special and acknowledged. The phone is the most important instrument in the office, for it is our connection for our production. If it rings when I am attending the patient in front of me, I answer the phone and either ask the party if they can be placed on hold or tell them I will be glad to call them back (take down their name and number). Shirley N. 34 I keep an assortment of greeting cards (get well, sympathy, thinking of you, new baby) and send one out immediately after speaking with a patient who has had a major life event or is just having a bad day. Patients love the personal touch! Linda H. 35 Lighthouse Pro Tip: Use the Create your own template feature. Our practice saved hundreds of dollars this year by sending out our holiday cards via Lighthouse 360 instead of sending actual cards. Nicole H. 36 Have a morning huddle for minutes each day to share important details about patients. Example: patient is anxious, patient just lost a spouse, young child with first cavity. Marianne A. 37 Make notes in patients charts about personal details they share with you, such as a favorite sports team, holiday or TV show. They ll be impressed when you recall these little details about them and drop them into conversation. Paula C. 38 If a patient leaves a great review of your dental office online, make a note of it in their chart, and make sure to thank them on their next visit. Javier V.

8 INSURANCE, BILLING, AND BUSINESS-BUILDING IDEAS 39 Be aggressive with insurance companies! I call the insurance company whenever a claim has been denied and demand a further explanation. Often, the denial is due to a correctable mistake or a misunderstanding. Sometimes the insurance agent cannot provide a real reason why the claim was denied and they end up reversing their decision on the phone. You re leaving money on the table when you simply accept denied insurance claims and try to bill patients for the balance. Jacob L. 40 Verify insurance coverage and remaining maximum a day or two prior to the patient s appointment. That way if the doctor or patient has questions about treatment planning, we don t have to make the patient wait while we call insurance; we already have the information on hand. Denise S. 41 Lighthouse Pro Tip: Take time to obtain patients insurance details prior to their office visits. Using Lighthouse 360, we then proactively notify patients if a copay is due upon arrival, and ask them to complete their paperwork online before arrival. This approach saves time and reduces last-minute cancellations. Anita S. 42 Hire an offsite company or contractor to submit insurance claims and to work on aging insurance claims. That can be such a time thief for the front desk. Our contractor logs in by remote via secure connection when our office is closed. We scan and save insurance cards and EOBs; our virtual front desk staff sends claims, posts payments and, if needed, resubmits claims. Julie B. 43 Use online insurance portals to verify benefits and track down claims. Calling insurance companies is time-consuming... you wait to speak with reps, the automated systems don t understand you, you get interrupted by something going on in the office, or you get cut off. The online portals have been a lifesaver for me! Terrysa A. 44 Smile first and foremost, but also have the patient s co-payment amount on the tip of your tongue when they arrive at the front desk. When you don t hesitate, the patient will be willing to pay without questioning how you arrived at that amount. Karen P.

9 45 Make a one-page hit list of insurance companies that have problem claims and verifications so you don t have team members calling the same insurance company multiple times in a day. Update the list when new patients call in so it s accurate throughout the day. Stephanie B. 46 Lighthouse Pro Tip: Use the Lighthouse 360 messaging tool to remind the patient to finish treatment, especially if there are remaining insurance benefits. Mary K. 47 When checking a patient s insurance benefits, always ask if the patient s dental plan includes coverage for occlusal guards and orthodontic benefits. This saves a lot of time later when the patient and doctor are developing a comprehensive treatment plan. Mary U. 48 Ask incoming callers, Are you calling about our tooth whitening promotion? Even if they weren t, they ll inquire about it after you mention it! Sophie L. 49 As soon as insurance payments are posted, send out a patient s invoice. Patients appreciate the timeliness of not having to wait until the end of the month to know what they owe. They are always curious how much insurance eventually paid on their claim, and almost always send in payment right away. Diana W. 50 Lighthouse Pro Tip: Take advantage of Lighthouse 360 s templates to send weekly or monthly promotions. Katie Y. 51 Each Friday, verify insurance for the upcoming week. This gives you plenty of time to anticipate any issues and contact patients. Verifying a patient s insurance the day before their appointment is often too late. Kate S. 52 Get patients payments and make any follow-up appointments before they are seated for treatment. This way, they can leave right after they are escorted up front from the operatory. If you re unsure what the exact out-of-pocket cost will be, then ask for a credit card and a signed authorization. Offer to call or text the patient before any charge is placed on the card. This is convenient for the patient as well as the office. Diana O. 53 Share the financial health of the practice with your staff. If there are problems meeting production goals, they should know. It also helps when the staff is told that wage increases or bonuses cannot happen due to production problems. Most will be very understanding and work as a team to boost production numbers. Donna M.

10 TIME-SAVING TIPS TO TRY 54 Something as simple as keeping all patient information accurate saves a lot of time. Clean up old accounts regularly; this helps keep reports accurate and up to date. Kara S. 55 Keep a to do list on your computer or desk at all times throughout the day. Make sure your list is always visible throughout the day in order to complete tasks efficiently. Cassandra F. 56 Lighthouse Pro Tip: Use Lighthouse 360 s Fill-In feature. When I have last-minute cancellations, it s so nice to be able to send out a text to several patients instead of having to call people individually to try and fill the hole in the schedule. Terrysa A. 57 Document and communicate. If you are ever out of the office and someone else has to step into your position, there should be clear notes in every patient s chart. This ensures the flow of the office continues and everyone is on the same page. Tiffany R. 58 If you don t already have a self-check-in computer, get one. It saves time and eliminates any confusion as to whether the patient is in the office. Make sure it s user friendly, especially for older patients. Shellee L. 59 Do confirmation calls at 8 a.m. it gives you the entire day to fill any openings orcancellations. Cassie M. 60 Make all new patient charts breakdowns and dental history one week prior to their first appointment; it saves time while checking them in. Fran M. 61 Make sure all patient addresses and cell phone numbers in your system are accurate for the most effective means of contacting patients. Marianne A.

11 BOND WITH TEAM BUILDING BEST PRACTICES Organize an out-of-office function like Paint Night or bowling. It gets staff together in a relaxed atmosphere so they can get to know each other stress-free. Elaine W. Be a cheerleader for the staff. Start each day with light humor and lots of laughs. Make it a priority to establish a family mentality among staff members. Jeanne D. We hold a monthly front office meeting. Each front office employee is responsible for reporting certain numbers that we track on a monthly basis: New patient conversion percentage, number of patients who are 30 days past due, how many starts we had, how many patients were debanded, how many patients no-showed, how many patients are in active treatment without a future appointment, how many starts paid in full, our average wait time, how many patients are in treatment past their estimated completion date and how long procedures are taking. At the meeting, we discuss issues, solutions and new ideas. Each team member also sets a goal for themselves that is positive, measurable and achievable. Dixie R. Lighthouse Pro Tip: Use Lighthouse s daily tasks list to remind the staff to get missing information on your patients coming in that day. Mary U. Set the tone of the day with a warm greeting to each of your team members in your morning huddle. Eileen P. Appreciate, acknowledge and thank team members for suggestions. Although your first reaction may be negative, open your mind to really listen. Knowing what issues are important to your team is priceless; encourage them to have a voice. Sue S. We hold morning huddles and staff meetings, like most dental offices, but we also have department meetings that take place one hour prior to our staff meetings. This gives hygienists, assistants and administrative staff time to discuss progress, challenges and solutions to issues they can handle on their own without bringing it to the staff meeting. All of our meetings have an agenda, a facilitator and a timekeeper so that our time is used effectively. Michelle G.

12 69 Lighthouse Pro Tip: Be sure to inform patients of how the Lighthouse 360 system works so they know that they can text you back within the system. It saves you from a lot of phone conversations. Kaci F. 70 Administrative staff should have their own regular meetings to discuss what s happening, what s working, what s not working, long-term tasks and updates on everything. So what if you don t have a whole lot to discuss as it relates to the tasks of the admin group? Still have the meeting. Remember that camaraderie and trust play huge roles in creating an efficient, happy team, and the only way that happens is when they get to know each other better. Meetings when there is nothing concrete to talk about should be looked at as an opportunity for everyone to relax and become a team by building those relationships! Adrian G. 71 I meet with the doctors every week to discuss what is going on in the office. This allows better communication with the staff, as they can use me to communicate their concerns and ideas easily. Karin B. 72 Take every opportunity to encourage employees privately and publicly. It lets them know when they are doing well and meeting your expectations. When patients hear that their dental office is a positive environment for employees, they feel good too. Patients are more likely to accept larger treatment when they are confident that the office is well run. Shane B. 73 Lighthouse Pro Tip: Auto-forward the Lighthouse 360 appointment replies to multiple people in the office, so that replying to patients who have a question doesn t rest solely on one person. Diana W. 74 Communicate, communicate, communicate! If someone on your team is struggling to get something done, help them with their other tasks. Don t leave without seeing if there is anything you can to help others finish their work. Mary K. 75 Empower your team! They are the patient s first and last contact with the office, they set the mood for the practice, and their work is so important to maintaining patients oral health. Remind them how important the work they do is! Stacey B.

13 CONCLUSION Learning from your peers best practices and implementing some of the tried-and-true tips they ve shared here is a great way to make your office more efficient. Another smart move: Take a demo of Lighthouse 360 and discover all the ways we support dental office managers. Lighthouse 360 saves dental office managers 16 hours per week on average! What could you do with all that extra time? To get a free behind-the-scenes tour and learn more about how Lighthouse 360 can help your practice grow, call or visit See what dental office managers who use Lighthouse 360 have to say: We love Lighthouse 360. It has cut the time we spend on confirmation calls to almost nothing. It has made the reactivation process so easy and so much more effective. - April W. Las Vegas, NV I used to spend at least an hour a day trying to reach patients to confirm. Now my time is freed up to manage other important tasks. - Melody E. Houston, TX Lighthouse 360 has helped our office almost eliminate noshows and cancellations. We have never had such a positive response from our patients -- or so many positive online reviews! - Sue R. Lake Orion, MI Lighthouse 360 has definitely lightened my workload. The patients love the automated texts and reminders. I would recommend them to any office. -Teresa S. Hatfield, PA

14 ABOUT LIGHTHOUSE 360 Lighthouse 360 is an award-winning software that helps keeps your schedule full with automated patient communications and powerful features that save time, increase efficiency and boost practice production. Designed specifically for the needs of dental practices, Lighthouse 360 automates your most repetitive daily tasks all with unlimited live support and no annual contract. We make it easy to reach 100% of your patient base via , phone, mail and text, and keep them coming back. Our best-in-class features include: Automated appointment confirmations that write back to your PMS Recall and treatment plan reminders Reviews for Google and other major sites Two-way texting from your computer Family reminders grouped into a single message Online appointment book and daily task list Seamless PMS integration we sync every 10 minutes Last-minute cancellation Fill-In and much more! And that s just the start. There s so much more to show you about how Lighthouse 360 can support your practice growth. For a free behind-the-scenes tour, call or visit