As we collectively tighten our belts during these ever-changing economic times, there is a bright side to cutting back. Proven methods to save thousands of dollars annually do not need to compromise the quality of care or erode employee relations. In fact, one of the easiest—and hardest—systems to improve is right under your nose. It may even enhance your practice’s image.
Your employees can be the secret to unifying your purpose and image as a dental care provider.
One of the biggest practice enhancements comes from having exceptional employees and clearly stated standard operating procedures in place. John Boudreau once said, “Selecting qualified employees is like putting money in the bank.” Once you have the proper people in place, the next critical step is to train them well.
A strong training program must clearly instruct employees on practice protocols while providing a foundational overview of dentistry. Although proper training can be challenging—especially when a new hire lacks dental experience—prioritizing attributes such as a strong work ethic, adaptability, and excellent customer service skills can make someone an ideal candidate for the front desk.
Even experienced employees must acclimate to your practice. Policies, procedures, philosophy, and history—along with daily, monthly, and yearly goals—must be clearly communicated to ensure consistency and confidence from day one.
If you are creating your own practice procedures manual, a helpful approach is to begin with the new patient experience. Walk the new employee through the process from start to finish by following a patient through an average appointment—complete with a written treatment plan, financial arrangements, and a breakdown of their plan benefits. Front office procedures should be taught by the office manager, while back office techniques are best delivered by the lead assistant. This creates clarity, consistency, and respect between departments.
Guide the new employee in meeting and greeting patients and managing phone calls positively and professionally. Emphasize customer service skills and effective communication with the clinical team, reinforcing the importance of being the welcoming face and first impression of the practice.
Provide simple phone scripts for common situations such as emergencies, new patients, returning patients, delays, and cancellations. When needed, role-play these scenarios. Stress the value of a positive attitude, professional verbiage, and an understanding that patients have varying comfort levels with technology.
Next, familiarize the new hire with front office equipment and the location of standard operating procedure guides. This includes manuals for training, emergency procedures, HIPAA, OSHA, and human resources. Offer a detailed overview of computerized systems, practice management software, and integrated front office tools.
It is equally important for the new employee to understand the practice’s culture. Review the office website and social media, including doctor and associate profiles, backgrounds, and services provided.
Conduct a tour of the treatment areas and explain the procedures performed in each space. Focus on the top 10–20 services completed daily, using software tools or educational videos as needed. Encourage the employee to develop relatable “word pictures” that help patients better understand recommended care.
Many practices rely on outsourced services for insurance billing and benefit verification. Even so, it is essential that billing associates learn office policies and procedures before interacting with patients. Unity depends on everyone understanding how the practice operates and communicates.
Ultimately, increasing profitability begins with clarity—clarity about goals, expectations, and how the practice intends to achieve success. Nearly every successful organization shares one thing in common: a unifying mission.
Most employment challenges stem from a lack of clarity or commitment to that mission. When a practice is unified, something powerful happens. Unity does not require eliminating differences; rather, it means coming together because of those differences and striving toward a common purpose.
A team can accomplish far more together than it ever could alone—but only when unity is intentional.
Read more from Becky Gerber
Trojan Today | 7 Key Elements of Front Office Orientation
Trojan Today | Starting an In-House Medical-Dental Billing System
Trojan Today Classic | Dentistry’s Untapped Resource: Insurance Billing