Dentist Orientation

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Dentist Orientation

  1. 1. Dentist Orientation
  2. 2. Managing All Staff Dentist Start Lunch meeting will start in 1 (15 Mins) 2 (? Mins) Hygienists Can Front Staff Back Staff Training Start Lunch Training (15 Mins) (?mins) (Dentist, Office Manager, Front Staff) 3 3 3 (?Mins) Case Selection Training (Dentists, Hygienists) 4 (?Mins) Enjoy Rest of Lunch
  3. 3. What Can 12 Consults Mean Data From Other Practices/Quarterly Reports Periodontics Endodontics Pedodontics Orthodontics $ Increase $0 $50,000 $100,000 $150,000 $200,000 $250,000 Average Practice = $200K+ increase
  4. 4. A Team Approach This is a long-term investment into your practice
  5. 5. Comprehensive Dentistry Your office becomes a full service practice Better customer service, happier patients.
  6. 6. Comprehensive Dentistry Your office becomes a full service practice Better customer service, happier patients.
  7. 7. Be aggressive, it Patient diagnosis. will not work if If there is an No excuses for not you don’t refer or emergency case, diagnosing/ not under diagnose. send it out. referring You must be comprehensive!
  8. 8. Is it easy?  Turning your practice into a specialty center is an investment.  You will get only as much as you put into it.  Average Specialty center increases production by $200,000  We are here to help you succeed but we cant do it alone.
  9. 9. Are you ready?
  10. 10. It will require  Changing diagnosis view  Training staff  Listening to feedback system.
  11. 11. Systems For Success Front Staff Case Scheduling Acceptance Patient Education / Patient / Urgency Tracking Creation Formula Number of Consultations For Feed Back Systems (8-15/month) Successful (retraining) Specialty Consultations Are you prepared to start a specialty practice now?
  12. 12. Consultations Patient / Are you prepared to Consultations Tracking Arestart prepared topractice you a specialty start a now? specialty practice now? Front Staff Patient Education Scheduling Case Acceptance Urgency Number of Creation Consults (8- Feed Back 15/month) Systems (retraining) Systems for Success
  13. 13. Your patients will Front staff say yes using our follows up proven systems Create regularly to get consults and urgency treatment Confirmations on patients in. one week before diagnosis and one day Scripted day before questions appointments before specialist starts consult Staff educates patient before scheduling consultation Case Acceptance Calm Financial Dental coordinating in specific steps UCR- disc=final
  14. 14. Learning Curve For success you must change your focus during exams to a more comprehensive approach.
  15. 15. Learning Curve RESTORATIVE AND SPECIALTY CARE You must actively look for consultations. They will not jump out at you. Find Create Referral Consults Urgency Visit *Feedback System* Will Spot Where Problem Is In Your Practice
  16. 16. Commitment  $2400 Endo Signup fee (due today) Perio  Minimum 8 General consults Dentistry
  17. 17. “If you don’t make your money back on the 1 st treatment day we’ll refund you 100%” - Calm Dental
  18. 18. Office Orientation
  19. 19. Managing All Staff Dentist Start Lunch meeting will start in 1 (15 Mins) 2 (? Mins) Hygienists Can Front Staff Back Staff Training Start Lunch Training (15 Mins) (?mins) (Dentist, Office Manager, Front Staff) 3 3 (?Mins) Case Selection Training (Dentists, Hygienists) 4 (?Mins) Enjoy Rest of Lunch
  20. 20. Calm Dental [kahm; spelling pron. kahlm den-tl] noun a group practice consisting of dental specialty providers who work with your team to increase patient satisfaction.
  21. 21. Our Goal?
  22. 22. 7 Recognized Specialties Orthodontics • Straightens teeth Endodontics • Difficult nerve infections Pedodontist • Treats children Periodontics • Gum disease Oral Surgeon • Removes difficult teeth Oral Medicine • Academic Specialty Public Health • Academic Specialty
  23. 23. 4 years of dental Up to 6 years school of additional specialty of choice training 4 years of college Calm Dental Specialists Unlikely to know how to do Expertise is general dental focused on procedures such one dental as crowns or area fillings
  24. 24. Why In House Specialty Lets Think About It……. Comprehensive Dentistry Treat Both Restorative And Specialty Treatment  Treat Every Patient Like Family
  25. 25. Why In House Specialty Lets Think About It……. We know “gum We know We know patients disease” causes “crooked teeth” are “afraid” to go tooth loss so affect our to the dentist so why not treat it patients life so why send them early why not change elsewhere…the their life y like you and your office! Comprehensive Dentistry Treat Both Restorative And Specialty Treatment. Treat Every Patient Like Family.
  26. 26. “Referring a patient to a specialist is a mark of excellence.” - In House Specialty Remember Your doctor has taken the time and effort to find excellent practitioners to treat your patient’s problems and diseases appropriately.
  27. 27. Communication between doctors is simplified Your patient don't have to leave your office. They are happy here and would rather stay….just ask them Extra Benefits Overall better customer service
  28. 28. Your Specialist Team  Your First Doctor Will Be:___________________  Your First Scheduled Day for Consults will be:________
  29. 29. Your tools to ensure success!  Specialty Manual and Box  Instructions for All Specialists  (Rx, Post Ops, Insurance, Doctors Information etc.)  All In house Specialty Policies
  30. 30. Your Tools  Filling Box  Copies of Consents/Post Ops  Patient Tracking Section
  31. 31. How Often Sunday Monday Tuesday Wednesday Thursday Friday Saturday 1 2 3 Calm 4 5 6 Dental 9-5 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 28 30 31Calm Dental 9-5
  32. 32. How do you get your specialist?  Call your provider coordinator  Pick days you want your specialist  Calm Dental will fax confirmation to you  Check and make sure dates match  Sign and fax back to Calm Dental  Place Confirmation fax in front flap of binder
  33. 33. How Does it Work  Follow these five steps (details in manual) Remember! Some specialties consult Consult diagnosis and treatment will be Remember to fill out the referral slip (DOCTOR) same visit Educate the patient, Easy follow urgency (BACK OFFICE) ! up! •If pt not sure Schedule an appointment about when to leave CQ under “consult needed” in filing box.(FRONT OFFICE) set consult appt, leave CQ in consult needed Confirmation of consult date section for confirmation call to patient (FRONT OFFICE) follow-up. •If patient Consult date / financials refuses consult (CALM DENTAL & FRONT OFFICE) treatment date have pt. sign release form.
  34. 34. How does it work? Test time.  Follow these five steps (details in manual) Remember! Each specialty binder 1. ______________________(DOCTOR) includes proper scheduling information 2. ____________________(BACK OFFICE) 3. _____________________(FRONT OFFICE)  Where do you leave the referral slip?________________  What if Patient is unsure about date _______________  What if Patient dose not want to schedule___________ 4. _____________________________(FRONT OFFICE) 5. _____________________ (CALM DENTAL & FRONT OFFICE) 6. Treatment Date
  35. 35. Lunch Time Dentist, Front Hygienists and Staff,Treatment Back Staff- Associates Coordinator- We’ll meet in a Enjoy lunch We’ll meet in the treatment room front
  36. 36. Front Desk, Office Manager, Dentist PROTOCOL
  37. 37. Calm • When and which Dental specialists will come to your office Scheduling • How to schedule Patient your patients for Scheduling consults and treatment
  38. 38. Calm Dental Scheduling File in the Call Calm Sign and fax provider Calm Dental Dental and back the binder for will fax a pick your confirmation your confirmation day(s) for the form to Calm reference form quarter Dental Quick Tip Make sure to read “How to Schedule Two Columns” for hassle free scheduling
  39. 39. Patient Scheduling Schedule Don’t book the Don’t Leave If patients afternoon until gaps in the cancel try and starting from the morning schedule. Try get afternoon the morning has been fully and Keep your patients in booked specialist happy. earlier. Remember Your offices specialist may drive a long distance to come and see your patients
  40. 40. What if….. Options For Patients That Need To Be Seen ASAP •ENDO If CAN wait •Open and med antibiotics and •Antibiotics schedule with in •Refer out •OS house specialist If in PAIN •Antibiotics antibiotics and •Refer out open and med schedule with If can NOT wait in house refer to your specialist outside specialist
  41. 41. Consult diagnosis Some specialties Remember to fill out the referral slip (DOCTOR) consult and treatment will be same visit Educate the patient, urgency (BACK OFFICE) ! Easy follow up! •If pt isn’t sure about Schedule an appointment when to set consult appt, leave CQ under “consult needed” in filing box.(FRONT leave CQ in consult OFFICE) needed section for follow-up. •If patient refuses a Confirmation of consult consult have them sign release form date confirmation call to patient (FRONT OFFICE) Consult date / financials (CALM DENTAL & FRONT OFFICE) treatment date
  42. 42. Patient Scheduling 1st visit Consults 2nd Treatment and Consults Turn to the specialist section Two chairs can treat one patient you need and you will see a while patient is getting numb quick reference guide can do consultation at the same time…. Quick Tip Make sure to read “How to Schedule Two Columns” for hassle free scheduling….also sometimes consult date and treatment start occur at same day.
  43. 43. Consult Patient Flow 1) In the morning take consult questionnaire and place in chart 2) Back assistant will ask scripted questions first 3) Specialist will do consultation and let patient know  “The treatment Coordinator will discuss financials with you” 4) Specialist will give you consult questionnaire (huddle) 5) Treatment coordinator will find out patient benefits 6) Give patient “estimated fee” and schedule for treatment 7) Submit preauthorization same day.
  44. 44. What does front staff need to know?  Take Out Sample Consult Questionnaire (CQ)  Dr exams pt and gives CQ to treatment coordinator,  Will include:  time needed for surgery  fees for treatment coordinator  Financial coordinating on reverse side.
  45. 45. Financial Coordinating Financials (Review payment options form. Treatment can NOT start until financials arranged.) Cash PPO PPO HMO Medical (out of network)(opt a) (out of network)(opt b) (not covered (not covered benefit) benefit) Present UCR Present UCR Present UCR Present UCR Present UCR Give Patient Show patient Show patient Show patient Show patient Discount “estimated savings” “estimated savings” “estimated “estimated savings” (pre authorization of and have patient pay in savings” payment) for the full full. schedule amount” Schedule treatment TX Final Price On Treatment day Super bill the patient Final price and Final price and charge patient amount and have them chase it schedule schedule treatment required-minus down treatment PreAuth amount
  46. 46. RCT Examples RCT #14 UCR=$1400 Diagnosed fee=$850 Cash PPO PPO HMO Medical (out of network)(opt a) (out of network)(opt b) (not covered (not covered benefit) benefit) $1400 Show UCR$1400 Show UCR$1400 Show Show UCR$1400 Show Diagnosed $850 UCR$1400 Show patient Deduct from final fee Charge patient $850 Show patient Show patient “estimated patients benefits “estimated “estimated savings” savings” (50% of diagnosed fee) (discuss with patient savings” $650 savings $650 savings -425 that insurance may pay $650 savings 50% after they submit) $850 Final Charge patient $425 Super bill the patient $850 Final price $850 Final price and perform treatment and have them chase it down
  47. 47. Lanap Examples Lanap UR UCR=$1600 Diagnosed fee=$1200 Cash PPO PPO HMO Medical (out of network)(opt a) (out of network)(opt b) (not covered (not covered benefit) benefit) $1600 Show UCR$1600 Show UCR$1600 Show UCR$1600 Show UCR$1600 Show patient If Patient has benefits show Charge patient $1200 Show patient Show patient “estimated estimated insurance savings and show patient $400 “estimated “estimated savings” $400 savings savings savings” savings” $400 savings (discuss with patient $400 savings $400 savings that insurance may pay 50% after they submit) $1200 Final Charge patient $1200 and Super bill the patient $1200 Final price $1200 Final price schedule for treatment….if and have them chase it preauthorization let pt know down “insurance paid more than estimated” refund difference.
  48. 48. How to track…. Place in Patient • GP diagnosis Chart • After Financial Consult coordinating place • On consult day back in filing under • Staff educates and placed in chart urgency “treatment • Financial needed” Coordinating done Place in Consult Place in Treatment needed Needed
  49. 49. What do you do with CQ’s?  Possible options after financial coordinating Place In Place In TREATMENT NEEDED CHART No shows CQ in “consult needed Accepted treatment Patient isn't and scheduled interested (sign refusal Follow up with form) CQ’s every Accepted treatment week but didn't schedule Patient not a candidate for ….get consults treatment and treatment Patient wants to think about it in!!!
  50. 50. Treatment Day  Payment must be collected before treatment  Make sure  patient fills out and signs all appropriate consent  Post op forms are ready  Financial coordinating sheet signed  After the procedure  schedule the patient for a post op or continued treatment appointment (check notes, ask doctor, or see binder)
  51. 51. End of the Day  Sign and fill out production sheet  Make sure both specialists production numbers and your production numbers match  Please Fax to Calm Dental at end of the day
  52. 52. First Visit Policy Need a minimum Of 10 Consults On First Consult Day Create urgency with patient education and again when scheduling appt. Charge patient consultation Confirm 8 days reservation fee in advance and day before scheduling before for consult Great Consult Day
  53. 53. Cancellation Policy Can Cancel 8 days before scheduled day 2 times per quarter Confirm with your patients 8 days in advance to minimize cancelations Can Cancel 8 Schedule days in specialty visits advanced and no farther apart to charge If cancelled 2 allow more time times for consultations consecutively or 2 times in one Successful quarter must redo training in house program before specialty eligible to schedule anymore days.
  54. 54. Production Specialists need a minimum of $2000 total production Confirm with Follow systems your patients 8 closely to have days in advance high case to minimize acceptance rate cancelations Schedule Every Monday specialty visits “huddle” about farther apart to your specialty allow more time for consultations Productive team consults Specialty Days
  55. 55. Efficient Scheduling Specialists can not have breaks in their schedule. Confirm Patients and create urgency Schedule visits that “time with the farther apart to specialist is have fully booked reserved for you” days Start Scheduling If Cancelations do patient in the occur call other morning. Don’t patients and see if book afternoon they would be until morning fully interested in coming booked Happy in earlier Specialists
  56. 56. Other Policies Treatment Fee Collection- All financials for treatment must be agreed prior to start of treatment Production Sheets- All production sheets must be sent in before end of day. Coordinating Days- to keep accurate up-to-date schedule of your specialist all scheduling must be done through your provider coordinator not with the specialist
  57. 57. Back Office PROTOCOL
  58. 58. Two Types of Patients Consultation Treatment • Consult • Signed Consent Questionnaire • Post Ops first Discussed • Make sure room is ready for Dr.
  59. 59. Is the room ready?
  60. 60. Room Prep • Treatment Record Out • Radiographs Out • Instruments Ready • Air/Water syringe / saliva ejector / all barriers INSTLLED • Room must be sterilized..COMPLETELY
  61. 61. DA, An Important Job FACTS 1. Patients typically love their dental assistants…maybe even more than they love their dentist! 2. Patients know they need dental work however…they don’t get the care they need! 3. Little problems turn into huge problems if patient doesn't accept treatment. Tooth Can’t Gingivitis Perio loss Dentures Enjoy a Steak!!
  62. 62. What is the DA’s Job? Assist patients in treatment…but what’s involved?  Patient education is part of process  Treatment acceptance is part of process  Assisting in treatment is part of process Review Patient Answers Accepts Out loud TX Consult Patient Questions Education
  63. 63. Important part of TX acceptance Consult Questionnaire 1. Ask the patient the questions before the doctor walks in 2. Let the doctor know when all questions have been answered 3. The doctor will introduce himself and ask you “What can we do for Mr/Mrs _____________ ? 4. Review the questionnaire out loud 5. Get ready to document the doctor’s exam Remember Ask your specialist if you have any questions.
  64. 64. Please Remember.. •Verbally ask the patient questions. •Do not give the patient the questionnaire to fill out, it is important for the patient to hear his/her answers. •Read the responses out loud to reinforce the patient answers a second time. •Do not give the questionnaire to the doctor to read it is for the dental assistant to read out loud. •If the doctor is in treatment make sure to let him/her know a consult is waiting.
  65. 65. Diagnosing Consults
  66. 66. How and Why? Benefits •Your patients don’t want to go anywhere else •They will receive the highest level of care •They will refer their friends!
  67. 67. How many referrals last month? Slide from the Ce course….  Your not bad people…there are many reasons why people don’t refer out.  Your patients want comprehensive dentistry  They want to know you presented optimal treatment  They want to know they will keep their teeth forever……They don’t want to ever have dentures!
  68. 68. A Team Approach This is a long-term investment into your practice
  69. 69. Comprehensive Dentistry Your office becomes a full service practice Better customer service, happier patients.
  70. 70. Comprehensive Dentistry Your office becomes a full service practice Better customer service, happier patients.
  71. 71. Be aggressive, it Patient diagnosis. will not work if If there is an No excuses for not you don’t refer or emergency case, diagnosing/ not under diagnose. send it out. referring You must be comprehensive!
  72. 72. A little about feedback system…. Our systems are designed to trigger a feedback training when important parts of the in-office specialty need additional help.
  73. 73. A little about feedback system…. It all starts with consultations… our referral slips will track where your offices consultations are coming from.
  74. 74. A little about feedback system…. Correlating the number of patients seen per month, along with national incidences of each specialty, along with what our other practices in the area are doing will let you know if you are under diagnosing or diagnosing correctly.
  75. 75. Referral Slip Dentist decides if referral is necessary Scripted questions before Specialist walks into room. (review questions with specialist after introduction) Specialist will diagnose and leave appropriate notes. Treatment coordinator will leave notes as to what is next step with patient.
  76. 76. How do we know… This is a long-term investment into your practice  The referral slip is the answer….  Importance of the referral slip  Why are we going through so much trouble….  We love our patients…little problems turn into bigger problems… Tooth Tooth Never Can’t Gingivitis Perio Perio loss loss Dentures Dentures Enjoy a Enjoy a Steak!! Steak!!
  77. 77. Can we possibly find all the consults possible per month?
  78. 78. NO but we can try to find half of the cases right?
  79. 79. How many consults?? No excuses…you owe it to your patients to perform a comprehensive exam. And educate them Total Consults about their conditions! Available Consults Diagnosed Consults Accept TX.
  80. 80. Diagnosis Endo
  81. 81. Diagnosis Perio What to look for successful Perio specialty center: LANAP/Laser Perio Must probe every single patient Patients 5-6mm pockets need consultations Implants Total Consults Edentulous patients Available patients with existing RPD’s or Dentures Consults Gingival Grafts Diagnosed Patients with recession Consults Can be for sensitivity or esthetics Accept TX. Crown Lengthening Access to root for restorative procedures Esthetics on gummy smile patients/ pre veneers
  82. 82. Perio Patient Scripts
  83. 83. Laser Perio in detail.. •Patient benefits- Total Consults Available Consults Diagnosed Consults Accept TX.
  84. 84. Lets go over in detail.. Total Consults Available Consults Diagnosed Consults Accept TX.
  85. 85. Lets go over in detail.. Total Consults Available Consults Diagnosed Consults Accept TX.
  86. 86. Lets go over in detail.. Total Consults Available Consults Diagnosed Consults Accept TX.
  87. 87. Expected Perio Consults Correct Diagnosis: • 10-20 consults per month • Happier, healthier patients! 20 Perio Consults Under Diagnoses: General Dentistry • Supervised Neglect! • Malpractice up to 1mill lawsuit
  88. 88. Diagnosis Oral Surgery
  89. 89. Diagnosis Pedo

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