Scheduling
Former WOW! Patient calls because they lost their retainers and their teeth have shifted. What do you schedule and are they seen with TC or Clinical?
CONSPOST
TC
The account has been admin DOT'd. What is needed to schedule an appointment?
What kind of appt is scheduled and in which column?
Nothing! But the RP must be present for the visit.
CONSDOT with TC
This appliance is used to correct a severe overjet
Herbst
You get a call and patient is looking for general dentist. What do you do?
Offer them the name of a DDS we work with in their area.
You see in communication messages have been left for PT to CB and we have not heard from them. You call and leave another voicemail & make your notes. The next step is:
Send a follow up text and/or E-mail
Selecting this correctly when making a call is important because it affects the number the patient sees on their phone when we call them.
Campaign name - office location
Doctor requests CONSPROG to discuss elastic compliance with RP at NV - Where does it get scheduled?
Clinic
The patient has been financially DOT'd and the account is written off. The balance due for tx completed: $1020. Balance due for full tx: $2840.
How much needs to be collected to debo?
What forms need to be filled out?
Nothing! (Retainers must be paid for if requested)
Early Debo Form and Early Debo FA Form
This appliance is used to expand the palate
Schwartz
Pt has denti-cal - What do they need to bring to their appointment?
DC Card
ID
Guardian
Patient calls and states, "I know my payment was due on the 10th and my payment is late, but I get paid on the 5th and 20th now so I will make my payment on the 20th." You:
Make communication notes
Offer to move her payment date to the 20th
Ask if she would like to set up autopay for the 20th
Chik-Fil-A says my pleasure, we say
Happy to Help!
A call comes in regarding a patient who is incarcerated and they are wanting to schedule a consultation for orthodontic treatment. What do you do?
Unfortunately, we are not able to see patients when incarcerated unless they are our current patients, in this case you need TM approval to schedule.
Patient has been DOT'd twice, What are the options and what do you schedule?
Pay in full - CONSDOT with TC
DEBODOT
This is done with an oral surgeon when the patient has an impacted adult tooth that has not come down.
Expose and Bond
A patient calls that is visiting from out of state and they have a broken bracket causing discomfort. How do you schedule them?
You don't.
Admin team member takes a new patient call, patient is added into OrthoMinds.
What is next?
See if a TC is available to transfer for supplemental form and scheduling.
If not, complete supplemental form, schedule, and send an email to newpatients@wowsmiles.com
To transfer a phone call we use this feature
Warm Conference
Pt was debo'd 1 month ago and they lost their retainers. They want to come in for a scan to get new retainers because it's cheaper. There isn't a scanner at their primary location. What is your response?
They need to come in for same day retainers so their teeth don't shift.
We can also do a scan at another location so they have spares in the future and don't have to pay FC next time something happens.
Patient has been Financial DOT'd and wants to get back on track - What do you do next?
Collect DOT appt fee in misc and schedule CONSDOT with TC
If a patient leaves without their next visit appointment and they call back to schedule it you can find what that appointment should be by viewing:
NV notes in treatment card
Patient says their dentist referred them. What is your follow up question?
I know your dentist said you needed an orthodontic consultation but was there anything else that influenced your decision to call us today?
A patient calls and lets you know that they lost their job and won't be able to make their next payment or two. They ask if you can defer their payments or reduce their monthly fee or what you can do for them.
Look to see who is available from the finance department, call them and explain what is going on and transfer the call to them.
Phone expectations:
Dr. Day: In/Out
Non-Dr. Day: In/Out
Dr. Day: Admin: 10+In / 10+Out, TC: 3+In / 5+Out
Non-Dr. Day: Admin 30+In / 30+Out TC: 10+In / 20+Out
Patient calls and wants braces removed for a wedding.
What do you schedule?
Is there a charge for this? If so, what is it?
Remove 45
Bond 45
$500
Patient is DOT'd and has a broken bracket bothering them. How do you schedule?
Find out their game plan and schedule for DEBODOT or CONSDOT.
If above appts are far out, you can also schedule a comfort appt.
It's Friday and a patient calls with a pokey wire. No office close by is seeing extras. What do you do?
Reach out to the clinical TM for that office.
BONUS to the first person who stands with the answer: How do you get a hold of the TM???
Patient calls and wants to transfer to our office from another practice - What information do you need to get other than the normal intake?
AAO form emailed to them
Previous Ortho office info
How long have they been in braces & last adjustment?
Patient was debonded today. What's Next?
5 answers - each worth 100 points
Check that both OM and Pt Practice Status have been updated
Send Podium Review Request
Schedule Spare Retainer Scan in 2 weeks (unless instructed otherwise by clinician)
Care Call Completed in 24-48 hours
Telephone Visit - Retainer Check scheduled in 3 months
Taking a call from an existing patient the following should be looked at:
5 answers - 100 points each
Balance (are they past due)
Appt History (do they have one scheduled)
Status (are they active and are both Pt Practice & OM updated)
Alerts (are these accurate?)
Practice Location (is this accurate?)
Patient has an appointment at 10:30 for a BOND45, they show up at 10:45. What do you do next?
Check them in, let them know that you are going to check with your manager since they are late and will be back momentarily.
Check in with TM and let them know pt just arrived and how can we accomodate?
Update the patient on the answer
Remember there is no "10 minute rule" as COVID is over, that being said, if another patient was brought back, the pt who was late may need to wait.
Patient status is Active - Routine Needed.
What can you do to help ensure the patient gets on track and doesn't end up as a Routine DOT?
Follow up calls per protocol
Call the DDS to coordinate while the patient is in the office so you can work with the schedule for WRO/WRI
Patient was Phase I debond what is the sequence of appointments?
What OM and Patient Practice Status should they be set to?
Phase I retainer check (chairside) > Obs (15_Cons in TC column) > Obs Ready (when doctor says so) > Phase II (300 points)
Phase II Follow up & Obs for Phase II (200 points)
New Patient shows up without guardian, what can we do?
Is it different if they have Denti-Cal, Insurance, or Cash Pay?
If paperwork was completed ahead of time we can take records, xrays, and complete findings with Dr.
Treatment plan review can be scheduled with RP on a non-dr day to sign contract, or even over the phone if RP is not able to come in for the conversation.
If Pt has Denti-Cal, guardian must be present for first visit.
Patient had invisalign and finished tx a year ago, teeth have now shifted. The Invisalign case is still open, is there a charge for the revision?
Yes, this is treated exactly the same as if they had traditional braces removed a year ago and have shifting from not wearing retainers
When you take a patient phone call and need non-urgent assistance from a TM. What do you do?
Email the TM - if it is regarding scheduling accommodations email both the Clinical TM and Admin TM
Make notes in OM about who you reached out to
Set a reminder to follow up tomorrow if the loop has not been closed.