Dental Front Desk Training On The Job
Dental front desk training is priceless for new team members. However, it is also valuable for dental assistants who help out at the front office. And even for those who manage the dental front office every day. There are always new things to learn whatever our line of work. And we have so much to do at the dental front office. Even if your team works with consultants and coaches, my training materials bring you additional insight and helpful tips. And the best way to do this is while you work!
Dentistry is a business. And like any business, systems drive the dental practice. Even if you don’t realize you have systems, believe me, you do! And because I have trained and studied both business systems and dentistry, I have a lot to offer you. However, my focus is strictly on the dental front office systems. So, if you want your dental front office to be the best it can be, follow along. I honestly can get you where you want to go.
Dental Front Desk Training: Telephones
Telephone training is necessary first. Yes, anyone can answer the phone. But we want to do it better than anyone else. And we want our customer service to exceed our patient’s greatest expectations. Keep an open mind and create the desire to be your best. It is actually quite fun! Make patients smile and maintain a positive office environment.
Learn to use this powerful tool well! The clinical team has tools they need to use well. So does the dental front office. And the dental office telephone is so important. Don’t leave your office phones unmanned. It’s a big deal! You don’t know what you are missing if no one is there. And if the dental front office person needs to step away, have a backup plan. Get the whole team trained to answer the phone. I even worked with a dentist who would grab the phone when needed!
Dental Front Desk Training: The Production Schedule
Everyone should learn some basics about the production schedule. Even if your individual front office responsibilities don’t require this. It’s important to at least know that this is where the office production comes from. This schedule is the most important schedule to focus on. Although the hygiene schedule feeds this schedule. And the hygiene schedule matters too. Get this production schedule down first.
Learn your production goals and how to reach them. Set up your schedule for each dentist. Then make it happen with blocks you create and fill. It all comes together like a big tetras game. Make it fun and have some fun. Setting daily goals will not only help you feel a sense of accomplishment each day, but will make that monthly goal seem a little less intimidating.
Dental Hygiene Schedules
Not everyone knows there are different types of dental “cleanings”. And that a cleaning isn’t just a cleaning! If someone is new to the field of dentistry, this can be an eye-opener. It’s also important to also learn how to set up the hygiene schedule with a template and blocks for those different appointment types.
Open appointment times can be a challenge. I think the dental hygiene schedule is more fluid than any other schedule. (Well.. maybe ortho is the toughest!). My secret weapon is the short-notice call list. Maybe you could use a little help with this! Create a list of people you can move forward at a moment’s notice. And the best way to do this with how you handle your short notice cancellations! My way works!
Dental Front Desk Training: Accounts Receivable
Your goal should be to keep your total accounts receivable equal to or less than your average monthly production. So, in order to do this, you need a solid system. Daily patient billing and insurance billing are necessary. And so are weekly management of the patient aging and insurance aging. And let’s not forget the credit balance report and patient refunds. You don’t want to get stuck with a huge credit balance report due to years of neglect!
When do you contact patients about overdue account balances? And what do you say? Should you call or send a letter? There are a lot of tasks to keep in order here. And organization is critical. If the accounts receivable are handled casually, it will show. This area keeps the business expenses paid and that includes you! You definitely want to get this right!