This has happened to all of us! We call a patient to confirm their appointment but they don't answer. You call them again... and still no answer. Do you just consider them as a cancellation, a no-show, do you double book that time slot just in case, are you just going to hope they show up and leave them on the schedule?!
Sandy Pardue gives us the exact steps and instructions we must take to handle patients who do NOT confirm.
She gives us specific scripts, how many attempts we should make on a confirmation, what needs to be said, and where to discern and make moves in this situation.
In this episode Sandy shares with us the 4 key actions that you must create. This is 4 specific lists that you must create in your practice, and then it forms into a system!
This system will prevent empty slots in your schedule, contribute to more collections, meet the needs of your patients who NEED to be seen soon, and minimizing unscheduled treatment .
This system is something that's missing in so many practices, so we encourage you to start NOW with the "4 Lists System" if you haven't yet.
In this episode Sandy Pardue gives us her "3 Day Report" that will increase collections and decrease broken appointments.
This will also answer the main question "should we schedule the patient first and then collect payment OR collect payment and then schedule the patient"? Sandy teaches us step by step how to do this.
We also discuss scripts on what to say to patients who are past due on their payments, how to do health credit ratings on patients, and how to create a "scheduler" in your practice who is responsible for the WHOLE schedule.
This was a VERY hot topic so Sandy and I decided to dive further into it and even provide you with scripts and cancellation policies to format and say.
We need to understand that broken appointments WILL happen but it should not be the norm.
We need to also understand that charging patients for this is a band-aid to the problem, not the solution.
So what are the proper steps and procedures to take when this occurs? And how can we minimize broken appointments?
In this episode Sandy lets us know exactly what we need to do.
Practice owner (and longterm user of Sandy's systems) Dawn Kulongowski is an open book today; sharing everything she's enjoyed about Sandy's systems after using them for nigh a decade. With her trademark infectious laugh, Dawn shares amazing and absurd stories with Sandy and Richard.
Accounts receivable looks awful. Insurance is just out of control. Does that describe your office? If so, don't be surprised. This is common! Sandy sees this on the regular. She and Richard teach us the proper workload split with front office staff, getting accurate insurance date before they deny something, so that--above of all--we can turn things around by asking patients and insurance for our money...healthily!
Whether you have to re-allocate existing staff, or hire new, Sandy shows us super specific ways to forge our own front office dream team. Today's subject: your receptionist. What kind of person do you need to work the phones? What does a new patient letter look like? When should they be written? 😯 Grab a notepad and listen in as Sandy shares all this and more.
Sandy continues her from-the-ground-up scheduling philosophy. Richard asks about scheduling to a goal, keeping goals consistent, and the checklists and metrics your scheduler MUST know.
When Richard asks Sandy about her scheduling philosophy, she shares her from-the-ground-up dream schedule. Oftentimes, practice owners inherit scheduling systems from sellers. But startup or acquisition, you can start working these systems into your practice now.
Who's picking up the phone when your practice is closed? Is your front desk demonstrably disappointed and surprised when patients call in to cancel? Sandy digs into these situations and more. Plus, she shares a super-simple secret to learn about broken appointments well before they happen.
Being bad on the phones is the best way to drive away good patients. Sandy and Richard jump right into the best practices in phone etiquette. Grab a pen and take notes as Sandy gives us actionable gems about how many times you should let it ring, empathetic tone of voice, and why being assigned to the phone is not a bad thing--at all!
Richard and Sandy discover where dentists fail to take charge; keeping a "scoreboard", developing a lifestyle of learning, and how not to be afraid of your team. Listen now.
As Sandy continues showing the process of working with her and her team, she talks keeping a 'scoreboard', firing the wrong people the right way, and how she trains your team to build out (and sustain) new, effective systems!
Some of us have reached the point where we don't want more money; we want less stress! Sandy teaches us when it's right to hire a consultant (and when it's wrong). Having helped countless practices uproot deep-set problems, she also shares what it took to help one practice shake free of the stress caused by hurtful employees unwilling to change. Plus, what it's like to work with Sandy and her Classic Practices team.
Last week Richard and Sandy discussed urgency with regard to team members. We now uncover the steps to take to maintain that same sense of urgency when communicating treatment plans to our patients. Sandy gives warnings about consistently mentioning a timeline, proper handoffs to team members, educating patients on the dangers of waiting, and more...
Richard and Sandy jump into a conversation about urgency. With only a little urgency, we can fill dropped appointments faster, collect more overdue accounts, and reduce the amount of diagnosed treatment that goes unscheduled--plus, the simplest thing in the world your team could be doing now to get started.
Take an online sample Wonderlic test now.
Dr. Richard Low joins the legendary Sandy Pardue in a brand new season of Dental Drill Bits! Today, after asking Sandy to sound off on the subject of morning huddles, we get a constant stream of actionable info. Who should attend, team members' actual responsibilities, and the antidote to the perceived need to micromanage are all covered in detail.
Dr. Richard Low joins the legendary Sandy Pardue in a brand new season of Dental Drill Bits! Today, Richard strikes gold. When he mentions his friend's chaotic team meetings, Sandy opens up a treasure chest of information for the rest of us! When to schedule team meetings, how to make effective agenda outlines, KPI ownership (and a lot more)--all inside.
We're huge fans and it's no secret. Make it easy for patients to create a relationship with you and build your retention utilizing this system!
Dr. Taher Dhoon and Dr. Chris Green met up with Sandy Pardue at the Voices of Dentistry conference. Listen up as they talk about the efforts and strategies that have made their practices successful.
Dr. Grace Yum with Mommy Dentists in Business podcasts with Sandy Pardue and Lori Webre at the Voices of Dentistry booth.
Missy Fryer joins Sandy Pardue and Lori Webre at the Voices of Dentistry podcasting booth to learn more about the Dental Office Survival Guide of 2019. Thanks for the opportunity to interview you to learn more, Buckeye!
It's easy to interview someone whose service you can stand behind! Sandy Pardue and Lori Webre met with Laura Maly and Michael Anderson of Wonderist Agency.
We sit down with Therese, a Classic Practice consultant, to discuss common concerns in the Hygiene Department in offices throughout the United States.
What is your leadership style? Consider that you lead your team and you determine the culture and vibe that sets your practice apart from others. Your team feels it, your patients feel it. Your office's culture plays a significant part in your brand.