Team Knowledge
What is Dr. Cepeda's top love language?
Acts of service
equal
concierge call
concierge text message
7 minute late phone call
text message evening of appt (if no show)
new patient no show recall
last text (with image)
5 "Strive for 5"
make sure room is clean
pull up x-rays and minimize them
What is Dr. Landrus' top love language
Acts of Service/Words of affirmation
Use __________ communication when possible
nonverbal
what sheet do we grab when we are on the phone with a potential new practice member?
the blue laminated new practice member sheet
How do you respond when a patient tells you they've tried non-traditional things outside of the medical realm as treatment?
"Great! I am glad you're willing to try non-traditional approaches."
What things do we need to put on a clipboard for an orientation appointment?
doctor consult form
insurance verification
spouse/parents names on a sticky note
transparency
blank sheet of paper
sticky note care plan numbers and visits
Who on the team has acts of service as their top love language? (excluding the docs)
____________ everything possible
Personalize
How many minutes after a new practice member appointment do we call if they have not showed up yet?
7 minutes (less than 10)
the past # of days you've dealt with this.
past treatment options (& that was for THIS problem)
Ask about medications
what are the forms we need a practice member to sign on a day 2 appointment?
care plan
office policies
terms of acceptance
receipts (1st payment and recurring set up)
Who on the team has words of affirmation as their top love language? (excluding the docs)
Katrina and Tracy
____________ always come first, paperwork last
People
How many times do you connect with a current practice member before you do a sit and stay?
3
Where in the consult do we copycat?
in past history:
anything potentially caused the issue
auto accidents, sports injuries, or trauma in the past
describe a typical day at work
Monday mornings
Thursday evenings
Who has the been out of the country the most?
Lindsay
Front desk should never be ___________.
abandoned
True or False: We do a call and a text message to give a new practice member a courtesy reminder of their scheduled appointment the day before they come in.
TRUE
What are the top mistakes that are made on day 1?
doctors giving office tours
doctors upselling x-rays
adjusting on the first visit
not protecting the docs energy
What 3 forms should be put in the filing cabinet at the front desk?
Doctor consultation form
transparency
re-evaluation forms