Core Values
G3 stands for
What is:
Greeting, Guiding ,Gratitude
Doing this prevents booking in the wrong office
What is:
Confirming office location
What is CBCT Scans
What is Neighboring facilities
The age that the orthodontist can start seeing from
What is 7yrs old
How many regions does the contact center support?
What is:
West and East Regions
Saying this senses urgency on insurance information
What is:
WOI script
Press on Nails for teeth- improving appearance usually placed on top of teeth
What is Veneers
First place to check if insurance is accepted
What is:
View Credentialing
This is first thing you update in Ascend Scheduling
What is Facility ID/ Office location
Contact centers mission?
What is:
Elevate the Provider
Facilitate Lifelong Doctor -Patient relationships
Saying this improves patient shows and helps remind patients
What is :
Confirmation script
The general dentist can provide this after a root canal treatment is completed
What is Crown?
This section on the knowledge tool helps me get the closest office alernative for the patient
What is :
Neighbouring facilities and Zip Code search
The pink slots in OSA/OPB are for
What is Pediatric/Childrens appointment ?
Referred on the pop-up as CX
Where is the CC Support note?
What is:
Message section on Knowledge tool
Helps secure a viable lead to follow up
What is:
Prospecting-
Asking to call back or SMS to follow up with patient
A question we ask patients to determine if they can see a general dentist or specialty doctor first?
What is
Last Dental Visit (LDV)
Xrays under 6 months
A referral to see that specific specialist
Patient calls in and wants to share their concern about their last office experience, you would log this where?
What is?
VOP Form /Patient feedback capture
Email only when it includes the OM and they do not want them to reach out to them directly
The maxium number of family members you can book in a day unless pop-up says otherwise
what is 2 family members?
Parts in my workflow that guide patient?
What is:
Validates patient needs
Set expectations
Probing for more information
Script response for when a patient asks for a co-pay?
What is?
I’m sorry to hear that, let me see the soonest we can have you scheduled to see the doctor for an exam and x-ray so that doctor can provide the best option to get you out of pain”
A type of cleaning that involves going under the gum line and may have gingival irrigation
What is SRP?
I update appointment details here such as Patient ID and appointment time before the end of the call
If a patient calls in with a specialty referral for a specialty doctor available what do you do?
What is transfer to TSR? Transfer to Office