C112 the “savage” front desk

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C112 the “savage” front desk

  1. 1. C112 THE “SAVAGE” FRONT DESK RHONDA SAVAGE, DDS THURSDAY, FEBRUARY 21DISCLAIMER: 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.
  2. 2. Chicago Dental Society MWM & REGIONAL MEETING COURSE EVALUATIONSpeaker: 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 0Should this speaker be invited for future meetings? Yes q No qWhat 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
  3. 3. The Savage Front Deskand The Dental Team Strong Practices= Stronger Systems Rhonda R. Savage, DDS CEO, Miles Global Consultant, Speaker, Author Rhonda@MilesGlobal.net
  4. 4. “Life is like a 10-speed bike. Most of us have gears we never use!” -Charles Schultz1. 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. ©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  5. 5. Keeping Your Eye on the Goal: Defining your vision andvalues “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©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  6. 6. 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.©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  7. 7. 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©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  8. 8. 6. Written policy? 7. Broken appointment lettersScheduling tips: 1. 4 types of flex time 2. “Like Gold” 3. Demanding patients 4. Doctor’s willingness to delegate 5. Today and Tomorrow 6. FlexibilityTime and motion study:©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  9. 9. Hygiene no-shows:Importance of recare and reactivation: “I’ve been busy regurgitating my patients!” -Dr. Kwan, Alberta, CanadaVerbal skills for hygiene: 1. Nightguards 2. “I just want my teeth cleaned”©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  10. 10. 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. -AnonymousFinancial Policies: Time of service Discounts Courtesies Lab Cases:©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  11. 11. Care Credit Deposits/retainers Online bill pay Interest or rebill? Accountability as a system=Stronger teamsExamples:Collections:The Accounts Receivable Report:Percentages:The system:©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved
  12. 12. Insurance management:Reading the past due insurance reportRun an unattached claim reportStatistics:The System:©copyright 2012 Rhonda R. Savage, DDS All Rights Reserved

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