Systems
2-On-1 Patient Transfer
This is guiding the patient to the next logical step; keeping the patient
informed at all times of what the doctor expects and what each team member will be doing.
Patient Transfer Includes:
An introduction between the patient and the next team member.
A summary of treatment completed that day and where they are at in the treatment completion
process.
Reinforcing what doctor recommends as important for the patient and any desires the patient
mentioned when talking to doctor/clinical team.
DBM – Why the patient wants treatment done (getting married, pain, etc.)
Create a sense of urgency. Ask when the first available appointment is, especially if there are
holes in tomorrow’s schedule (as reviewed in morning huddle). We need to remember that
dentistry always gets more involved, more expensive and less predictable as it is left undone.
Explain that the Business Assistant will be able to help them with scheduling, financing
arrangements and budgeting issues.
Always state that you are looking forward to seeing them at their next visit.
ASAP list - What should be on it?
Rocks
All NP
SRP
Detailed NOTES!!!
What must be changed between each patient that is normally forgotten?
Face mask!
Always collect day of service!
How many employees do we have at DCOD?
3 seconds to respond!
18
BA -4
DA - 6
HYG - 4
DOC - 2
PMO - 2 :)
What does APP stand for?
Automated Patient Prep
The Automated Patient Prep Report contains automatically generated information that has been
designed to allow teams and doctors to spend more time connecting with patients and less time looking
for patient specific details. As a companion to the Patient Prep, this information can help reduce
reactive behaviors and provide additional patient care opportunities.
What third party system do we use to confirm patients?
Solution Reach
What waste can go in a normal trash can that is not regulated?
Sterilization pouches
What sub-prime lender do we work with? Which financing option is run by home office?
Fortiva
Simple Dental
What US dental school did Dr. Alwani attend?
Nova Southeastern
What system kicks off our day and sets the office up for success? This is how we establish our game plan.
Morning huddle!
What percent of the offices production should come from hygiene production?
30%
Spore testing should be done how often?
Weekly!
Can a patient in collections make a payment to the office or do they have to contact the collections agency?
BOTH! 25% collection fee must be collected as well if paying in office.
Who has worked at DCOD the longest?
Judy!
SCHEDULED RESPONSE SYSTEM
1. Inform the Team – Discuss in huddle what areas of the schedule is in need of help (Doctor/
Hygiene) and which team member will be responsible for working on it. Radio cancellations/failures
over the headset ASAP!
2. Patients in chair at the time; have urgency in verbiage for TX TODAY!
3. Patients in the reception area with TX to do; they are already here!
4. Patients in today’s schedule; move them up if possible.
5. Patients scheduled out 2-3 weeks—call in early.
6. Specialty Follow-up – follow up with referrals to endo, ortho, oral surgery, or perio to start
treatment in your office.
7. Lab cases & Prior Authorizations – call patients for cases or authorizations that have been received.
8. Send a Solution Reach Group Message – offer ASAP opening, discount, or specialty
services. **If you need help sending a group message contact your Client Administrator.
9. Work Reports/Lists. If Doctors schedule is open; (1) ASAP list, (2) Unscheduled/Broken
Appointments, (3) TX Plan Manager, (4) NPs list, (5) Credit Report – on Business tools under
Collection/AR, (6) Pre-pay report. Open Hygiene schedule; (1) Overdue Recare (2) Unscheduled/
Broken Appointments. Start with a time frame of the past 6 months for the first report, 6-9 after
that is done, then 9-12. Work one report at a time to completion as a Team; divide up and tackle it!
10. Employees – ensure each of your team members have a happy/healthy smile. The team member
receiving the treatment would clock out for treatment and clock in once completed.
When can schedule blocks be removed to fill the schedule?
The 24 hour rule is now the 48 hour rule! Remove blocks 48 hours out to remove barriers to add patients to fill holes in the schedule.
What types of "nails" are OSHA approved? Which are not allowed?
Non chipped nail polish
Acrylic are not allowed.
How many courtesy calls and statements do patients get before going to collections?
3 calls and 2 statements
Who is the founder of Heartland Dental?
The 13 DOTS - In order with transfers
Service SWOT
DISC
Patient transfer BA>>Clinical
Smile SWOT
DBM/ET
Patient transfer DA/HYG >> DOC
Doctor treatment presentation
Doctor Closing
Patients transfer DOC >> DA/HYG
Patients transfer DA/HYG >> BA
10 Step financial
Firm financial
Deliver treatment & focus on next area
Six Steps to an effective Recare System
1. Ensure all patients make their next recare appointment before they leave the office.
2. Recare cards are automatically sent 1 month prior to the patients continuing care appointment.
To ensure your cards are sent correctly follow and complete the steps below by the 27th of each
month to manage your recare system:
* Select YES when prompted to attach recare when scheduling an appointment.
* Maintain your unscheduled list with one month or less of appointments.
* Attach only one recare date and type in the patient’s family file (prophy, perio or screening).
* Ensure all patients have recare attached by working the CC not attached report in
Dentrix. A quick report is available on the intranet under Business Tools / Admin
Reports / 20. Patients Seen but Missing Continuing Care.
* Update patient address changes by utilizing the NCOA Report. This report is found
under Business Tools / Marketing / Change of Address.
3. Call all hygiene patients without a device 2 weeks prior to appointment to confirm receipt of
card. (Devices are patient e-mail addresses or cell phone number.)
* Solution Reach will send out an e-mail message or text to ALL patients with devices. A 2
week call is not necessary or required for doctor’s patients since these patients may
have scheduled recently.
4. Confirm all patients following Heartland Dental’s Confirmation Policy.
5. For the patient that did not make their recare appointment, call from the Continuing Care
Report found in Dentrix – prior to being due.
6. Call all past due patients from last month’s report.
WHO is our OSHA coordinator?
SARIKA!!!
What methods of payment do we offer in order?
Cash
Check – Must initial each check upon receipt
Credit Card / Smart Pay (Phone Authorized: Apple Pay, Google Pay, Samsung Pay)
Financing Programs
Simple Dental Options
What day did DCOD open to the public?
9/28/2015