You Work Here, Right?
This term describes a procedure code added to the PMS that is used for tracking or reporting purposes, but does not represent an actual billable procedure.
What is a Ghost Code?
A customer asks you a question during training and you don't know the answer.
What is don't guess? Tell them you'll confirm, find the answer, and follow up yourself.
SRP
What is Scaling and Root Planing, a procedure used to treat periodontal disease?
An office doesn't want their patients to receive appt reminders on Sundays.
What is a blackout period?
Patient Retention
An office wants to improve Patient Retention. Name TWO KPIs you would look at first.
What are:
Hygiene Pre-Appointment %
Active Patient Scheduled %
Lost Appointment %
Recall/recare metrics
Treatment Acceptance % measures dollars, while Patient Treatment Acceptance % measures patients. When evaluating an office's treatment acceptance performance, this is the metric you should put the most weight on.
What is both?
A customer tells you they've contacted Support multiple times and Support is telling them that they need to contact their onboarding manager; however, the offices is out of onboarding.
What is own the immediate customer experience? Determine what they need, work directly with Support to establish ownership, make a warm handoff to the correct resource, and follow through. The customer should not have to figure out our internal ownership structure.
FMX
What is a Full Mouth Series of xrays?
This provides forms that are applicable to the patients age.
What is form type or minor form?
Financial Health-
An office wants to improve its Financial Health. Name TWO KPIs that could point you toward where money is getting stuck.
What are:
Collection Ratio
Patient A/R >90
Insurance A/R >90
Open Claims / claims aging
A Curve customer wants PBN to automatically write information back into their PMS. What important limitation do you need to know?
What is Curve does not support writebacks through the PBN integration.
A customer says, “Sales told me PBN could do this,” but what they're describing isn't functionality you believe we have.
What is clarify what they're trying to accomplish, verify functionality/promise, find an alternative if possible. Don't blame Sales.
MOD
What are teeth surfaces? Mesial, Occlusal, Distal
An office doesn't want their staff to have access to Insurance Verification.
What is a user permission?
Scheduling & Capacity-
An office says, “We're busy, but we feel like we should be producing more with the hours we're working.” Name TWO KPIs you'd investigate.
What are:
Utilization %
Production per hour
Open chair time/capacity
Lost Appointment %
Provider production
These 3 things are what trigger the automation in insurance verification.
What is:
1. When a New Patient is added.
2. For Upcoming Appts
3. When updated insurance details are saved.
A customer tells you they want to cancel because PBN “isn't working for them.”
What is dig into why before escalating? Don't just accept the request. Identify whether it's adoption, training, expectations, product issue, etc.
RCM
This process manages the financial side of the patient journey, from insurance verification and claims submission through payment collection and outstanding A/R.
This ensures PBN ONLY analyzes patient calls.
New Patient Growth-
An office says, “We're getting plenty of new patients, but we're not seeing the growth we expected.” Name TWO KPIs you'd investigate to determine whether the problem is actually new patient acquisition or what happens after they arrive.
What is:
New Patient Pre-Appointment %
Patient Retention / Active Patient %
New Patient count
Treatment Acceptance
New Patient production
This is the newest feature released for payment plans.
What is the needs attention feature?
Your Analyze customer bought PBN largely because of Goals. During onboarding, Goals won't save. This is the 3rd time that feature is broken. You need to handle this without involving your manager and in a way that creates momentum for the customers.
What is attend the scrum or make noise in public channels?
UCR
What is the fee amount an insurance carrier considers typical or reasonable for a dental procedure and may use when determining benefits?
Stands for Usual, Customer, Reasonable.
New Patient Forms are being sent to an existing patient. You check the patient in PBN and notice they don't have a Last Visit Date, even though they've been seen before. This is what needs to be corrected to fix the issue.
What is Sync Last Patient Visit Date?
These are the KPIs used to calculate Net Patient Retention, which is what an office uses to understand if it's truly growing it's practice.
What is:
New Patients
Patients Lost
Active Patients
Formula:
(New Patients − Patients Lost) ÷ Active Patients × 100