Of the new patients are lost at the front desk!...1 The Wealthy Dentist Front Desk Marketing Part...

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The Wealthy Dentist™

Front Desk Marketing

Part 1: Creating a Front Desk Marketing Machine

Presented by Jim Du Molin, MA, RCD

TheWealthyDentist.com™ is a division of Du Molin & Du Molin Inc.

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#1 Marketing Problem

As many as

Of the new patients are lost at the front desk!

50%

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© 2018 The Wealthy Dentist

Is This Your Front Desk?


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Effective Call Handling

Adequate number of phone linesAnswer phone within 2 to 3 rings

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Answer with a:

New Patient Telephone Techniques


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Greet the caller with a smileGive the practice name

Introduce yourself

Offer your help

“Good afternoon, Dr. Johnson’s office. This is Mary. How may I help you?”

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Thanks for calling.May I help you?How are you?

Project a high level of enthusiasm with a sense of warm caring concern

How can we make your day better?

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Avoid impatience.

Obtain the caller’s name.

Do not interrupt the caller.

Give the caller your full attention.

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Avoid putting the caller on hold if possible.

If you use “hold” – ALWAYS push the hold button!

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Telephone Techniques

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If the caller is on “hold” – no more than 10-15 seconds.

Always let the caller hang up first.

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What Does Your Practice Sound Like On the Phone?

Sample #1

Sample #2

List 3 things that each office did well.

List 3 things that each office could improve.

Good

Bad


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TWDThe Wealthy Dentist™


Part 1: Creating a Front Desk Marketing Machine



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The Wealthy Dentist™

Front Desk Marketing Part 2: Step-by-Step Phone Answering Scripts, Training Examples and Tools



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The Way To Get It Right

New Patient Emergency/ Examination Telephone

Control Slip

…DowndloadableFrom

TheWealthyDentist.comTM

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Put a smile on your face before picking up the phone.

Take a deep breath, slow down and grab your Telephone Control Slip.

Greeting The New Patient

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“Good afternoon, Dr. Johnson’s office. This is Mary. How may I help you?”

Sample greeting:

“Mr. Krzywicki, Could you please spell your last name for me?”

Determine who is calling:

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“How did you learn about our office?”(“Did you hear about us from anywhere else?”)

Referral Source:

“The reason for your call today is…?”Reason For Call:

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Date: ______ Time: ______ Call Taken By: _____________Name: _________________________________Pronounced: ____________________________Adult Child Age: ____Referral Source: __________________________________Reason For Call:Exam Emergency Sedation Other: ____________

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If This is a New Patient

“When did you last see your previous doctor?”

Date of your last dental visit:

“Were x-rays taken within the last year that you would like us to request?”

Radiographs:

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“Who is your previous dentist?”“May I have the phone number?”-or- “Where is he/she located?”

Previous Doctor:

“Is there anything in particular you would like Dr. Right Thinker to discuss with you?”

Chief Concern:

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If This is a New Patient

If This is an Emergency?

“What can you tell me about your pain / problem?”

Emergency Questions:

Ask, then listen carefully and mark the slip

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New Patient Info. and Financial Arrangement Policy:

“I need to get just a bit more information from you…?”

Continue gathering basic information:

“Will you be using any dental insurance to help you with the cost of your treatment? Great! Let me share with you how we work with your insurance reimbursement in our office.”

Dental Insurance:

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“The fee for your comprehensive exam and full series of radiographs will be XX?” (don’t say “dollars”, just the actual number) –or –

Financial Arrangement Policy Explained:

“The fee for your emergency visit and radiographs will be XX. We ask all patients joining our practice to take care of these fees in full at this visit. We accept cash, check, Visa.”

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New Patient Info. and Financial Arrangement Policy:

Completing the New Patient Call

“You are really going to enjoy Dr. Right Thinker and the rest of our great team. He is a great doctor and our patients really like him.”

Designated Doctor / Hygienist:

“Again, my name is Sharon and I look forward to meeting you on Tuesday, September 23rd at 9:00 a.m. If you should have any questions before, then be sure to give me a call. I’ll be glad to take care of you.”


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Let the patient hang up first.

Make Notes!

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Completing the New Patient Call


Front Desk Marketing Part 2: Step-by-Step Phone Answering Scripts, Training Examples and Tools





Part 3: How to Organize Your Team For Maximum Profitability



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Defining Responsibilities

1. Scheduling Coordinator

There are only 2 non-clinical jobs in the practice:

2. Treatment / Financial Arrangements Coordinator

&

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1. Answers the phone

Scheduling Coordinator

2. Screens and schedules all new patients

3. Schedules all treatment plans… after Financial Arrangements have been made

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4. Coordinates the lab

5. Pulls and files all charts

6. Opens the mail and records the checks

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All practice profitability begins with effective doctor and

hygiene scheduling

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What will it mean to your practice if you can convert one additional High-Value New Patient a Week?

Scheduling Efficiency

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Take the Scheduling Coordinator off the front desk and out of the line-of-fire.

How to Maximize the Scheduling Coordinator’s Effectiveness

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Focus onOne

Patient at a Time!

The Key to Successful Scheduling is…

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Telephone Control

Answering Machines or Voice Mail:

1. Never put a patient on hold!

2. Never interrupt the patient you are scheduling face-to-face to answer the phone!

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The Message:

“Thank you for calling Dr. Right Thinker’s office. Our team is working with patients at the moment. If you leave your name and phone number, we will do our best to get back with you in the next 3 to 7 minutes. Thank you so much for calling!” Beep!

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Treatment/Financial Arrangements Coordinator:1. Greets all patients

2. Verifies all patient data

3. Introduces the patient to the assistant or doctor who guides the patient to the operatory

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4. Presents the treatment plan, and/or makes the financial arrangements

5. Introduces the patient to the scheduling coordinator

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Treatment/Financial Arrangements Coordinator:

6. Processes the insurance

7. Prepares the deposits

8. Implements all marketing communications

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Treatment/Financial Arrangements Coordinator:

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It is a question of accontability

Both positions are responsiblefor all phases of scheduling and financial arrangements.

But each one is accountable for their specific area of operations.

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“But Jim, I only have one person at my front desk. How can I have her both schedule

and make financial arrangements with this

system?”Whiiiiiiiiine

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Do You Have Enough Team Members to Do the Job?$60K + a month = 2 Front

$90K + a month = 3 Front

3 Hygienists a day = 3 Front

2 Doctors = 3 Front

$2,800 + a day = 2 Assistants

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A Solution…Hire a 2nd person at the front desk.($25 per hr x 8 hrs x 4 days)

Percent Increase15%22%30%

Production Increase$90,000$132,000$180,000

Profit Increase$23,200$53,440$88,000

* $600,000 annual practice production

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“Blow Up the Front Desk”

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Part 3: How to Organize Your Team For Maximum Profitability



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Of the new patients are lost at the front desk!...1 The Wealthy Dentist Front Desk Marketing Part...

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