Dental Front Office Check-In Process
Dental front office check-in processes are crucial. We want the best experience for our patients. And we also want the best systems for the dental front office team. Yes, there is a system to this process. Get this system down, and we provide the best possible customer service experience we can.
Our Second Most Important Patient Interaction
Your “Hello” is the second most important part of the appointment. So, let’s treat it with the value that it has. There’s no turning back! We cannot go back and get it right the second time. Your “Hello” needs to be spot on as soon as the front door opens! Let’s get ready. And to get ready, we must be prepared!
Review Schedule 2 Weeks Out
Know who is on the schedule. There should be no surprises on the hygiene or restorative schedule. Take the time to review the schedule 2 weeks ahead. Be sure all your ducks are in a row… so to speak.
Review Hygiene Schedules
Are hygiene appointments correct? Are there any patients who shouldn’t be on the schedule? Is there someone who you got in a short notice call list? Or maybe a patient who was just seen last month? How did that happen? It does!
Check Restorative Schedules
Is everything correct on the restorative schedule? Is there still a crown seat scheduled for that patient you just sent out for an endo referral? Does that appointment need to be moved? Are there patients with balances that need to be addressed?
Best Dental Front Office Check-In
The best check-in experience is what you want! And for the patient to feel appreciation the second the front door opens. This is something that is so easy to do. Remember, your “hello” is the second most important piece of this appointment!
With Enthusiasm and Warmth
Look up when the door opens. No matter what else is going on. You can even wave if you are unable to speak. Maybe you are on the phone. Or with another patient. Still, look up and smile!
Handshakes or a simple touch take it up a notch! I stand when a patient walks in the door. Step towards the patient. Smile. Reach out a hand. Extend warmth and friendship. Keep it simple, sweet, and sincere. Make eye contact.
Dental Front Office Check-Out Process
As important as the dental front office check-in systems are, check-out is even more important! And this part of the patient’s appointment is the most important piece of the entire experience!! There is no fixing your “good-bye”. Everything in between the “hello” and the “good-bye” can be fixed. Your “good-bye” leaves a lasting impression.
What If Mrs. Jones Forgot Her Wallet?
How do we balance our business needs with customer service? It gets tricky sometimes. “Oh no. Can you believe I left my credit card in my other coat? I left it there yesterday!”. It happens. And we can honestly do both.
The key is to be kind and keep control. Don’t hand control over to Mrs. Jones here. Very kindly offer to call Mrs. Jones later for her payment. “Okay. I can call you later today. What would be a good time for me to call you? We can take your payment over the phone. Is your cell number best? Okay. I’ll make a note to call you today at 4:30.”
