Dental Front Office Management Questions

Dental front office management is an undertaking.  And not to be entered into lightly.   Because we have 4 major systems to manage.  And we need high energy and efficiency.  But we also need superior customer service.   Then, we must multi-task!  And boy, there is just so much to do.  And there is much to know.   Wow!  So,  I understand why people think they need more man power.   But do we really need more people?  Or do we need something else?

How many administrators does a dental practice need?   Production numbers are one factor.   And we want to know our active patient count.  However, let’s also consider technology.   Great technology can save the dental office a whole lot of time.  Proper training creates consistency.  And solid business systems improve efficiency.  So before a new hire, consider more training!  As well as improved technology.

Is your dental office production where you want it?  Great!, Now, do you have 100% collection rate?  And are your dental office days all you want them to be?  Or is there even one area you want to improve?    In fact, I’ve got a system to help.   This system integrates all dental front office systems into an efficient machine!  My Weekly Management Systems!

 

Dental Front Office Training

Dental front office management covers 4 separate administrative areas.  Which is where the training can get a little tricky.  Where to begin?  It’s easy to jump all over the place without mastering anything.  The dental front office is a hot spot.   And there is so much happening.   A new patient is on the phone asking questions.   Another patient needs to check-out.   And let’s not forget that hygiene appointment to fill!

Training resources are available here.   And in each dental administrative area.  Courses focus on each individual area of front desk management.   The idea is to concentrate on one system at a time.  Because there are lots of little pieces to learn within each individual system. 

 

Dental Front Desk Management Areas

 

The 4 front office areas I refer to are:

Reception Management

Hygiene Management

Treatment Management

Accounts Management

 

 

 

Reception Management

The importance of patient reception cannot be expressed enough.  We want our patients to be comfortable and at ease.  Hopefully each patient enjoys their time in the office.  And we also encourage patients to refer others.  And hope they share their enthusiasm for us with their friends, family, and neighbors!  Not to mention that each and every patient passes through reception.  It’s a huge responsibility and role within the practice.  Responsibilities include but are not limited to:

• Proper phone management which includes voicemail etiquette
• Greeting patients correctly & check-in
• New patient intake & processing
• Activating new patient accounts.
• Updating existing patient information as necessary.
• Copying and distributing forms to patients.
• Scanning documents
• Sorting and distributing mail
• Updating patient charts
• Working with hygiene & treatment coordinators
• Working with account manager
• Calculating new patient statistics, front desk monitors
• Any additional tasks required by individual practices

Hygiene Management

We see our hygiene patients several times a year.  So it’s easy to see why this department is so critical!    Please see my Hygiene Schedule Master Class for help with this specific area.  And here’s a list of job responsibilities specific to this position:

• Confirm hygiene appointments
• Create block schedule template
• Maintain continuing care settings
• Schedule patient appointments
• Send hygiene claims to insurance
• Manage reactivation systems
• Inactivate patients keeping
• Periodontal referrals
• Treatment presentation
• Reach Monthly Goals
• Collect payments
• Hygiene monitors and tracking
• Assist reception manager
• Phone in RX as necessary
• Work with account manager
• Communicate with treatment manager
• Fill open hygiene appointments
• Any other responsibilities as necessary

 

Treatment Management

Most of the dental office production comes through the restorative schedule.    Therefore, we know why this area matters so much.  And we want to manage everyone’s time well.  Which is an important factor to consider in this area.  Our time management skills and case presentation are essentials here.  The Dental Office Production Goals Course will guide you and your team through the necessary steps.  Now, let’s take a look at this roster of responsibilities:

• Confirm restorative appointments
• Treatment presentation
• Create block template
• Schedule appointments
• Collect payments
• Submit restorative claims
• Track lab cases
• Referrals to specialists
• Monitor Unscheduled Treatment
• Monthly tracking and Monitors
• Coordinate & Assist with Hygiene, Reception, & Account Manager
• Fill Open Appointments
• Reach Monthly Goals
• Phone in RX as necessary
• Additional tasks as necessary

Account Manager

Dental front office management includes patient account management.  And this is where the effort is placed on collections.  But keep in mind, collections reflect all our systems.    And hopefully, the account manager isn’t chasing money that should have been collected at the time of service.  So, this would leave insurance follow up and benefit verification.  And includes patient statements and follow-up.   Now, let’s visit this list of responsibilities.

• Help answer phones for Reception Manager
• Liaise with Hygiene and Restorative Managers
• Verify new & existing patient benefits
• Patient statements
• Enter insurance payments
• Daily collection balancing
• Prepare daily bank deposit
• Work on aged accounts
• Follow up on unpaid claims
• Work with collection agency
• Tracking & monitors
• Additional tasks as required

Dental Front Office Management In Small Practices

Dental front office management looks different in small practices.  And just how much man power is necessary?  Is it even possible for just one person to manage the front desk?   Or perhaps two?  The answer is yes! Because I’ve done it myself.   And I have been the sole dental administrator in 3 small private practices.  But it’s work!  And I’m just being honest.  It’s a job!  A HUGE JOB!!

I honestly don’t recommend it to everyone.   And you must also consider the amount of dental insurance billing done.  As well as the PPO write-offs as well.   Remember, more insurance billing means more man-power.  And a less skilled team means less gets done.  Unless we cross-train.

 

Combining Management Positions

So,  let’s combine dental front office management positions.  For example, combine the Reception Manager responsibilities with the Account Manager.  And then combine the Hygiene Manager responsibilities with those of the Restorative Manager.  And then we could even rename these positions.  Maybe something like “Front Office Manager” and “Treatment Coordinator”.  Just be sure both team members have some training and experience in each other’s roles as well!