Overcoming Objectives
True or False. The patient needs to go home and discuss with their spouse, is it ok to let them go?
False. Please offer to step out of the room to help give them space if they need to make a phone call. If they are unavailable its appropriate to schedule a follow up
True or False. Can I use my HSA or FSA for my orthodontic care?
True. Please make sure to call ahead so you understand what the funding amount is available and if you need any printed receipts for their records
True or False. The patient is constantly biting their nails showing "apprehension" during their appointment, is it ok to continue presenting fees?
True. Patients show apprehension when they "fear" what they don't know. Its our job to break down the barriers and overcome fear in our office.
True or False. Its ok to have your arms crossed when discussing treatment or financials to the patients?
False. Always make sure you present appropriate body language. No arm crossing.
True or False. During the records appointment, you will always take a pano, bitewings and ceph.
False. In most orthodontic consults, during records a pano and ceph are sufficient unless directed otherwise by your orthodontist.
An adult patient is expressing they are so busy within their work-life, they barley had time to make this appointment. What kind of treatment would you propose to accommodate their busy lifestyle?
Invisalign or a clear aligner system.
I have orthodontic coverage but I plan to leave my job, can you process it in full?
No. Typically coverage is a 1x lifetime max for orthodontic coverage. If they do decide to change jobs during treatment, please notify our office immediately.
Pro Tip: Offices submit to insurance complimentary on behalf of the patient. Keep in mind, the patient is responsible for the FULL FEE even if insurance does not pay. (Make sure financial contracts reflect this)
What is the emotional driver behind many health care decisions?
Trust. Building trust is so important to patients. They have so many options to choose, that their final deciding factor is if they trust you and the doctor to provide orthodontic treatment for them. In building trust follows case acceptance. Honesty is key!
Why is it important to use layman's terms instead of medical jargon
Patients don't understand medical terminology. Its important to break it down so they understand their treatment plan to move forward.
What is increasing patient comprehension and retention of information?
Visual aids, models or videos!
I need to talk to my spouse/partner first.
Of course, that makes total sense. Would it help if we scheduled a quick follow-up call or shared a written summary so you have everything you need to talk it through?
Name a few 3rd party financing options that can help with treatment?
HFD, Cherry or Sunbit!
We live in a world with Amazon, Google, Yelp at our finger tips. Why is it important to get patients scheduled as soon as possible versus putting them on a waiting list?
Just like amazon, patients can shop around for the quickest solution to their problem! If scheduling takes too long to get in, they will shop around until they can find an appointment convenient for them.
This type of question encourages dialogue and patient involvement.
Open ended questions. Remember, silence is ok when they're thinking, but keep the conversation flowing (read the room)
A treatment coordinator should be able to explain these three things about a plan.
Procedure, timeline and cost
We’re moving soon / not sure we’ll be in the area
Offer Virtual Care if thats an option OR, We can tailor a treatment plan around that timeline, and we also have a network of trusted orthodontists we can refer to if needed.
What happens when a patient says " Its too expensive" how can we reframe the answer to them?
Offer 3rd party financing options, connect with your manager to extend out treatment plans or simply ask what their overall budget is for treatment to help gauge the financials
Why is it important to know our Google or Yelp ratings online?
This is how our prior or current patients rate their experience. Just like the new restaurant in our neighborhood, we instanlty go to Yelp to see if the food and service was good. Our patients do the same to us and its important to know what they are saying about us!
Using this tone of voice builds trust and calmness.
Warm, confident and judgment free.
Why is it important to know treatment fees and insurance coverage?
Being familiar with common codes and procedures helps avoid this mistake. Remember, the patients already trust you, take your time when it comes to case presentation, fees or questions. If you dont know, don't assume, ASK!
They're too young, we would like to wait till they are older.
We get that a lot. The American Association of Orthodontists recommends evaluations by age 7—not necessarily to start treatment, but to catch things early. In many cases, early intervention can prevent more complicated issues later.
This common mistake can derail case acceptance when discussing money.
Discussing money before explaining the value and outcomes
This psychological barrier can cause patients to delay care even when they know it's needed
Fear or anxiety. Break this barrier down for patients and they will be more likely to start treatment if you can help them overcome this.
What is the teach back method?
To confirm the patient understands the treatment plan and any fees allocated to this.
What is the patient’s medical history, goals, or personal values?
Treatment plans must be tailored based on this unique factor for every patient.
Example: Patient A's family has had a long family line of diastemas. Its important to ask the patient what all they would like from treatment. Some patients will tell you they are just worried about misalignment and would like to keep the diastema because its a family trait.