Customer Service
How do you greet your patient?
What is Use their name?
what color is your recare binder?
What is blue?
Before you start treatment every patient must have this?
What is a signed treatment plan?
Before every patients visit you should be checking what?
What is their eligibility?
What are the values of our company?
What is Altruism, Teamwork and Excellence?
Finish this sentence, Come from the point of .......
What is yes?
What does Come from the point of yes mean? Give an example.
What is something you look at everyday that can tell you how you are doing with recare?
What is the schedule?
Give an example of 2 financial payment options?
What is care credit, in-house (1/3,1/3,1/3), D1 discount plan and referral credits?
What do you work on in the first half of the month?
What is outstanding claims?
What are the 3 time periods you should be reviewing in huddle?
What is yesterday, today and tomorrow?
Name at least 3 ways you can measure customer service?
What is reviews, referrals, compliments, scheduling next visit and social media involvement?
When is the best time to call patients for recare?
What is late afternoon/evening?
what are the two types of treatment plan presentation?
What is clinical and financial?
What do you work on the second half of the month?
What is patient aging?
What are the first 3 steps of the patient experience?
What is patient phone call, patient confirmation and morning huddle?
If you notice a patient waiting in reception for longer than 15 minutes, what do you do?
What is check in with the clinical team, see how you can help? Speak with the patient and give them and update, make them comfortable.
What lists are in the recare binder?
What is quick call list, missed, canceled, outstanding treatment and recare calendar?
Name two things you have to have to do a proper financial treatment plan?
What is Insurance Information, proper codes, a good 2 on 1 transfer and priority/phases?
What is our goal for % of collections?
What is 98.5%?
What are the 3 WHY's we focus on at D1?
What is the D1 WHY, the team members WHY and the patients WHY?
You are checking out a patient and the phone rings:
1) What do you do? 2) Give an example of your verbiage?
What is ask the patient in front of you if they are ok with you answering the phone?
Answer the phone with your standard greeting..
Thank you for calling DecisionOne Dental, this is Cheryl speaking how may I help you?
What does recare effectiveness on the trend measure?
What is adult prophies, child prophies, perio maintenance and new patients comparing from 6 months ago to the current month?
Bonus: what is the goal %?
What are the 5 obstacles for patients in response to a financial treatment plan presentation?
What is fear, time, money, trust and urgency?
When putting insurance checks what is the best practice once the claim is closed and the patient has a remaining balance?
What is send a statement?
What formula is listed on the D1 diagram?
What is P + S= EPB