Are the holes in your schedule haunting you?

By Corinne Jameson-Kuehl, RDH, DrBicuspid.com contributing writer

It's that time of the year again with lighter schedules, last-minute patient cancellations, and the dreaded no-shows, which means team members walking around the office acting like zombies and seeking "something to do."

Corinne Jameson-Kuehl, RDH.

There will be holes in your schedule if you allow the following five devaluing phrases said to patients and attitudes into your practice:

1. "Do you want to reschedule?"
2. "What time works?"
3. "If you can't make it, no problem. Just give us a call."
4. "You can wait to have that procedure until next year."
5. "Do you want to just call us?"

It is the entire dental team's responsibility to prevent the scheduling holes and evaluate how the scheduling communication is occurring. The commitment to patient retention and engagement while desiring full schedules at all times should be the obvious office goal. Being aware to "create the appointment demand" and to "build off the schedule" will lead your patients to respect their appointed time, and your day will end with a successful and productive schedule.

Best practices

The best way to implement the expectation that appointments are to be scheduled in advanced is to start with new patients. The new-patient letter should detail your appointment expectations and how you provide reserved appointment times as a courtesy to the patient's schedule.

“It is the entire dental team's responsibility to prevent the scheduling holes and evaluate how the scheduling communication is occurring.”

Establish the scheduling of the next appointment as the norm by leading all patients into scheduling at the patient walkout/dismissal. In a friendly tone with the importance of their time emphasized, ask your patients, "Now, let's get you scheduled for your next visit. Do you prefer a morning or an afternoon appointment?"

Once the first appointment of the day is established, build off your schedule by offering the best fit for your patient's request while simultaneously filling your schedule.

Get into the habit of knowing your patients' work and personal schedules, so it is easier to lead the appointment conversation. Someone who is a stay-at-home parent or a retiree may have a more flexible daily schedule and could be scheduled at those hard-to-fill appointments times, such as 10 a.m. or 2 p.m.

Building off the most popular times is the best way to fill your day. For example, if you look at a certain day and notice your 7 a.m. and 4 p.m. slots are already filled by consistently reliable patients, offer the 8 a.m. and 3 p.m. and so forth.

Time frames

Continue to set patterns by scheduling patients in the same time frame. For example, keeping the continuing care appointments the same day and same time six months apart will establish the long-term date, such as creating the standard Tuesdays at 11 a.m.

Setting a behavior pattern also ensures a more successful remembrance by patients and makes a cancel or no-show less likely. You can also use a third-party system, such as Solutionreach or Lighthouse 360, to kindly remind patients of their scheduled appointment time, while meeting the patients' preferred electronic communication style.

Emphasizing the "busyness" of your office schedule is important. Whether you are incredibly busy or not, it doesn't matter. It's important to create the demand and teach patients to understand how important their reserved appointment time is. They should understand that it may be challenging to get another visit scheduled with their favorite hygienist if they cancel.

Options for scheduling

Your team has to let patients know the standard in the office is scheduling hygiene visits. Remind them that the office does this for all patients as a courtesy so that the most convenient time for the patient can be secured.

The following are good options for moving the conversation forward:

• "We can always follow up and can provide a reminder if you need one."
• "Let's get you scheduled, and then would you please kindly check your schedule and call me back tomorrow if that date and time does not work for you?"
• "I would be happy to call/text/email you tomorrow. When would be a good time to discuss your appointment?"

When patients say, "I don't know where I'll be in six months," your staff can say something playful, such as, "I know where you will be. Here again with me, same place, same time. Now let's get you scheduled."

No matter the scheduling conversation, it is imperative the clinical and administrative teams communicate through both detailed chart notes and verbally with the patient at the end of the visit. This will ensure excellent customer care and that no questions are left unanswered.

Because you value and respect your patients' time, teaching them the value of respecting the scheduled appointment will prove to be an effective way to diminish the holes from your schedule.

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5 Things to Remember if You Want to be SUCCESSFUL

5 Things to Remember if You Want to be SUCCESSFUL

By:  Angela M. Henke

1.  Make Long Term Goals

Setting your daily and monthly schedule will contribute to your long terms goals.  Small continuous improvements every day will make the largest difference overtime.

2.  Give up Making Excuses
Successful people know what their responsibilities are every day, every week and every month.  Sometimes this means asking others for help so you do not fall behind in your responsibilities – do not make excuses.  Learn from your failures.  Knowing your weakness is part of your success. 

3.  Say Good-Bye to the Need to Control Everything
Controlling everything is not necessary nor is it productive.  Do your best to make situations better but also realize when it is out of your control.  What you can control in every situation is your emotions and your attitude, even if that means stepping away for a period of time. 
“Some things are up to us, and some things are not up to us.” - Epictetus

4.  Learn to Say NO
Successful people understand that they cannot say yes to everything or everyone.  There will be times saying NO is in your best interest.  Learn to pick and choose the activities that will grow you personally and professionally.  Sacrifice short-term for the big picture. 

5.  You Will NOT Always be Liked
Not every person is a fit for every personality at a practice or in a company.  Learn to always put the best person forward even if sometimes that may not be you.  Think of yourself as a market niche.  There will be some people who like that niche, who need that niche, and there will be others that do not like it or need it.  Remember it is not personal; it is business and you cannot please everyone. 

Remain true to yourself personally and professionally.

Practice Rescue: 5 ways to decrease your accounts receivable

By Jill Shue, DrBicuspid.com contributing writer

January 4, 2018 -- Is your practice thriving at the level you'd like, or are you looking for some help in a specific area? That's where you need a Practice Rescue. Jill Shue of Custom Dental Solutions offers practical solutions gathered from years of experience with practices like yours.

Does this scenario sound familiar? Patients are frustrated with financial surprises when they receive their bills. This leads to unhappy patients, your team having to constantly make difficult collection calls, and a decrease in cash flow. What can you do to decrease your patient accounts receivable?

1. Educate and inform

Many patients are not aware that dental insurances are only a benefit or a contribution, not a guarantee of payment. Instead, they expect their insurance to cover everything.

Patients must be told that they are responsible for the full balance, regardless of the contribution from their insurance. Your patients do not know the costs of procedures, nor do they know the expectations of when payment is due, unless you or your team tells them.

When presenting financial information to patients (we've found that this information should be presented before their scheduled appointment), make sure you provide them with three items:

·        The total fee

·        Their estimated out-of-pocket cost

·        Their estimated portion due on the day services are rendered

This presentation should be provided in writing and stated in a way your patients will understand. This may mean that you will need to alter your templates and printed presentation.

2. Options

While we recommend that you offer financing options to your patients, don't force yourself into being a bank. Present two or three companies (CareCredit, LendingClub, and the like) that patients may use to assist in paying their dental bills.

If they are unable to make a payment in full, it does not mean they must forego treatment. Show them the available options to split up their payments to make them more affordable. Being able to offer your patients options will increase your case acceptance as well.

3. Scripting and team approach

Your clinical and administrative teams must use the same terminology. The entire team should know which phrases to use and which to avoid.

“Being able to offer your patients options will increase your case acceptance as well.”

"We'll bill you" cannot be an option if you expect to lower your accounts receivable. When was the last time you went to a grocery store and had the option to be billed?

Your patient has received a service and is expecting to make a payment. If you don't ask for payment, how will he or she know what is expected?

Use language like the following: "Your estimated out of pocket is $500. We'll send the remaining balance to your insurance for their consideration. Should there be anything remaining, we will send you a statement."

When collecting payment, do not ask if the patient would like to make a payment; instead say, "How would you like to pay today: check or card?" Never assume a patient is unable to pay.

Whichever scripting you use, speak confidently and concisely. If you are asking a question, be sure the patient responds. Don't let the silence win. Your patient, at this point, should have already been informed of the costs and expectations.

4. Systems and consistency

Create a protocol and timeline for collecting accounts. Send statements every 10 to 15 days for outstanding accounts (avoid the conventional 30-day billing cycles) -- the more frequent the better.

How many statements will patients receive before they get a "warning" letter? How many letters will they receive before the account is turned over to an attorney or collection agency? Your patients must receive consistent statements each month with eventual escalations for you to be successful in obtaining payment.

5. Be kind

At the end of the day, remember to be kind. Kindness truly does go a long way. You are providing your patients with financial information prior to them having work completed as a courtesy, so they know what to expect. You are not giving them this information because you are a money-hungry dentist. While, yes, we do have a business to run and jobs to do, we genuinely care about our patients and their well-being. When a patient sees that you care, you generate value, respect, and loyalty from that patient.

Collecting payments does not have to be a dreaded task. If it's done with each appointment, you will have fewer of these frustrating duties and will be able to focus your attention on taking care of your patients. After all, you did not choose this profession to hound patients for money.

Jill Shue is the administrative and insurance lead trainer for Custom Dental Solutions. She can be reached at Jill@CustomDentalSolutions.com.

The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.

1-5 of 5 Dentists, Hygienists, Dental Staff & Industry Experts Welcome!!! Earn up to 6 CE credits!!!!!

Dentists, Hygienists, Dental Staff & Industry Experts Welcome!!! Earn up to 6 CE credits!!!!!

Earn up to 6 CE Credits: Dentists, Hygienists, Dental Staff and Industry Experts Welcome!!!

Are you Hiring Smart??

Are you hiring Smart?

 

How is your hiring process going?  Are you finding the best of the best to work for your dental office? It is true the war for talent is getting more challenging, but who are you attracting?

Your initial job posting will express your culture.  For instance, if you are a fun office and want to add a positive person with a high sense of humor, make sure to use words that contain high energy and fun!  If you want to attract a dental hygienist with a strong interest in professional growth and adding new patient treatment options; offer continuing education reimbursements and incentives.

 

In the words of Steve Jobs, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.”

 

Corey