Enamel
What are all the things you should know/find out about a patient before they walk through the door?
Account balance, Upcoming & overdue appointments, Tx pending, Insurance/claim info.
BE PROACTIVE! Seek help from teammates as needed!
Do you know how to check a lab case in?
You have a disgruntled patient in your chair or on the phone, what's the best way to handle?
Try to de-escalate the situation first. If it's not working, involve Darshan--will call back if unavailable
What is the first thing you do after hanging up the phone?
Make a CommLog, text follow-up if appropriate, notify team as needed
How do you know the current status of a lab case? {Bonus: Once you find current status, where should you put it?}
Demonstrate: Check online lab portal, FedEx/UPS tracking, email/call for status.
How do you know the current status of any patient in the office?
OpenDental patient status, team communication
How do front desk admins notify clinical staff that a patient is ready?
OpenDental status change, team communication
How does Dr. Patel know if a patient is seated? How does she know when you're ready for her to come in?
OpenDental status change, 'Dr'-'PtReady' buttons, Flex
Role play: Check-in and Check-out workflow
What are the last few things you say to every patient?
Ask for reviews and referrals with compliments (We would love you have more wonderful patients just like you! Do you have any family or friends who need a dentist?)
FedEx/UPS/Amazon just dropped off a supply order. What two things do you do when you have time?
Give Dr. Patel the packing slip, unpack and (re)organize in appropriate area
How do you find maintenance checklists, workflow documents, important documentation and general information?
'Public' drive!
What new Flex feature could help convert more treatment? What is the workflow if a patient accepts same day Tx?
What do you do if you can't find clinical equipment or think it may be missing/lost?
Notify Dr. Patel immediately!
What is a "hand-off" and why does it occur?
Occurs each time a patient interacts with a new team member during their in-office journey so patient knows the role and purpose for each engagement
We just received a PostOp letter from a referral doctor. Name 3 things you do next!
1. Upload in patient chart, 2. Notify clinical team for input, 3. Action based on clinical team input--contact patient or referral office
Snoop Dogg just arrived for his new patient appointment. Name the clinical images we take on all new patients. {Bonus: Name the various reasons we take these images}
Pano, BWs, PAs and IOCs!!!
We are sending a claim for major treatment, what attachments should we include to make sure we get paid at initial claim processing?
Relevant x-rays, chart notes, narrative and IOC!!!
What are 3 things you do during your downtime at work?
Weekly, Monthly, Quarterly maintenance checklists, contact recall/Tx pending patient lists, organize and clean back storage & lab areas
What do we do everyday for any patients who had treatment the prior day?
Follow-up post-operative phone call