Dental Office Cross-Training Is Vital!
Dental office cross-training is a practical solution to likely dental practice disruptions. Especially during this new experience we have with the COVID-19 pandemic. Most likely, we see fewer patients in our dental office at this time. We may even have team members who are sick, scared, or are unable to make it into the office. Yet, the business administrative piece of our practice is so important! And we want to do this well!
As a business owner or practice manager, we want to provide our team with the training and support that’s needed. But how do we make time for this training? And how do we make sure that everyone understands and completes all of the tasks that must be done each day? What about weekly? And even monthly? What gets done when? And just what did we miss?
Dental Office Cross-Training Schedule
Dental office cross-training should begin with customer service training. Because we want the entire team aware of the impact we each have on the business. And the responsibility we all share as health care providers to our patients. And because there is a balance to manage as a healthcare provider and a profitable business, we must key in on this first! Through easy-to-read manuals and courses, your team can come to a better understanding and appreciation for simple yet important gestures of customer service.
There is an art to dental reception. And this art is one we all can master within our dental practice. And we want to master the art of reception. Because we all will receive and greet our patients and each other. Did you know that our patients watch how we interact with each other and how we treat each other? Even if they are not aware of this! And our patients make decisions for their own care with us based on how we care for one another! Powerful information!!
Phone Training & Phone Scripts
Our office phones are the life line to our dental practice. And yet, this is an area where training is often neglected in our industry. I’m really unsure why. I guess there are several reasons. But we all suffer without the proper training. And I’ve made it so simple for you here. Get the basics down. Learn how to properly manage your office phones and take the focus off what to say. But focus on how to say it!
Customize the phone scripts you need! We say the same things and have the same conversations in our dental practices. Think about that! And think about how you might want the team to respond to those questions and concerns patients have. I’ve got some fabulous tips for you to manage patients who frequently reschedule their appointments last minute. But, see for yourself. And customize my scripts to best suit your practice and patient base.
Dental Office Cross-Training Financial Presentations
Dental office cross-training must include financial presentations. Because every member of the dental team must confidently and uniformly discuss the cost of dental treatment. The business suffers otherwise. If any team member’s answer to a financial question is “You’ll have to talk to Mary. I don’t know the cost.” , then there is a disconnect we don’t want in the practice. Our patients need to know that our team is able to handle their questions and concerns as a whole. And the cost of treatment with solid financial presentation is a basic function for everyone.
Treatment presentations and financial conversations in treatment rooms might just be best! Especially if we want to avoid a cluster of patients at our front office stations. We can certainly take the time we need to help our patients accept their treatment plan and schedule right from the treatment room. But these presentations must also include the cost and insurance estimates too. Our patients will appreciate our abilities and flexibility.
Team Bonding And Appreciation
As we share and understand our dental office roles, our relationships grow and our business prospers. We function more as a team and as a unit. But still we are able to keep our unique job responsibilities as well. We are better equipped to help one another and to see where our help is needed. Especially when someone on the team is sick or unable to be in the office. But also at a time when maybe one team member has a lot going on around them, and we may not.
Our need for cross-training is now magnified in dental practices. And not just with the administrative piece of this profession. But it’s equally important for the administrative team to have some basic assisting skills as well. However, my focus is to help you with the administrative side of things. And if you would like some one-on-one training or coaching, please know I am just an email away!