Communication
Fill in the blank: If it isn't ____________ , it didn't happen.
Patient brings in a promo coupon from 5 years ago, what do you do?
Check for an expiration date, if there is one, see what other promotions we may be able to offer the patient.
If there isn't an expiration date, try and see if there is another promotion that they would accept, if not, go ahead and honor.
Once a patient has been DOT'd there are 2 appointments which can be scheduled. They are:
CONSDOT
DEBODOT
Non-Doctor Extra days should be sent in no later than the ____ of the month for the next month.
IE: November non-dr days should be sent in by October ____
1st.
If you know your team's availability ahead of time you can send further out as well.
Dress code:
All team members should be in all _______ shoes.
Black
You had a conversation with a team member regarding their attendance.
You should document this encounter by:
Creating a Paylocity journal entry
Bonus 50 points: How long after the interaction should that be done by?
At the end of any interaction with a patient team members should be asking:
"Is there anything else I can help you with?"
Who do you contact?
Damage to marketing materials
Damage to the building
Alan & Kim
Nancy
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
The "5 minute rule" on doctor days refers to the expectations that:
Admin / TCs call a patient once they are 5 minutes late. If no answer, mark as No Show (leave in schedule) and send No Show text.
50 Pt Bonus: The first TM to stand - talk me through checking in a patient who was marked as a No Show on the schedule.
4:30 for satelite offices, 4:45 for others.
When do I find time to review resumes, conduct interviews, and hire people when I am already short staffed?
Review them early before huddle, take a 30 minute lunch and use the extra time, do a phone call/phone interview on your drive home. Be intentional with how you use your time. Reach out and ask for help.
Candidates move on quickly and if you wait until you have spare time in a few days or a week, the candidate may have already accepted another position.
What are the monthly start goals per region?
NB, EB, SB
NB: 150
EB: 58
SB: 130
Pt was debo'd 1 month ago and they lost their retainers - account is current. 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.
Admin asks you for help. What do you advise?
We need to do an in-house retainer to prevent shifting while waiting for new retainers.
We can schedule that at a location with a scanner so we can scan at the same time to obtain a back up set so this doesn't happen again.
If cost is an issue - review the account, see how you can help the patient; if they have a good track record, split the payment and run an automatic next month for the balance. Use your judgement and take care of the patient beyond that.
Pt comes in for a CONSDOT and signs a new contract. Do we see them in the clinic and if so, what for?
Records should be taken, ideally we will do whatever the NV should have been per Tx card, if nothing else, do an adjustment.
A 17 year old NP shows up for their consult without their guardian. What can the team do today?
If paperwork was already completed - we can take records and contact the RP to discuss tx and schedule start.
If no paperwork was completed - either call RP to have paperwork completed remotely or reschedule if we can't get a hold of RP.
How often should records be taken?
Progress 3 photos should be taken every visit
Full records at Start, Debond, post tx if pt comes in for new impressions, consult, or retainer check with a concern.
Pano is taken at start, debo, and ideally at least once during tx (per Dr. Recommendation).
When should payroll be audited and when does it need to be approved?
Audited daily.
Approved by Midnight on Friday the week prior to payroll.
We reviewed S.M.A.R.T goals - what does that stand for?
Specific
Measurable
Achievable
Realistic
Time Bound
A bad review comes in on Podium, how do you handle this and what are the steps?
Follow up with patient and get more details. Figure out an action plan to avoid that experience moving forward. Calibrate with your team and use this as a learning experience. Mistakes happen, perceptions are all different, experiences happen but we have to grow from them and not have them happen repeatedly.
Patient was DOT'd 3 months ago, admin team member calls you and states the patient has a broken bracket and is uncomfortable and wants to know how to accommodate the patient.
What information do you need to know?
What is the patient's long term plan - Did the admin schedule the patient for a CONSDOT or DEBODOT already?
What do you do when a patient comes in late for their appointment.
Is the process different for NP, BO45, Adjust?
Figure out what you CAN do that day. Maybe it's just a wellness check, update photos/records, and pop in with the doctor.
Offer for them to wait (it might be an hour or more but if they want to wait we can work them in)
Build Value to them being there - remember that they came in (even if it was late) so we need to also respect their time and build value.
Pt comes in for a CONSPOST due to teeth shifting post Invisalign. The invisalign case was completed 16 months ago. The patient is active in Invisalign until 2024.
Is there a charge for new trays?
Yes, Invisalign is treated exactly the same as any other orthodontic patient regardless of their status in the Invisalign system.
A team member comes to you about feelings they are having about another team member and asks that you don't tell anyone/act on it.
What do you do?
Ask for facts and examples. Explain that you have to act on it depending on what it is.
Let's talk about how this goes on a leadership level.
You notice a team member is not being efficient and purposeful. What does your conversation look like?
It needs to be clear and direct. Explain the situation, how it should be handled and the best practices.
A RP is upset that a new retainer costs $400.
What research should you have completed before talking to the RP?
How do you handle the conversation with the RP?
How old is the retainer? What happened to it? Is the account current/paid off/written off? Get an overall history of the patient.
Doctor wants to remove brackets completely due to OH and patient not continuing routine.
What appointment type should this be?
What communication needs to happen on this account?
What should status (PT & OM) be updated to?
DEBODOT
Email to financials to let them know.
Pt: DOT DDS Routine
OM: Dismissed
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)
A morning huddle should consist of 5 items, they are:
1. Random question of the day
2. Team Wins
3. Goal for the day
4. Gameplan & Schedule - TCs, Admin, & Clinical Check in - TLC patients, Best place to add in a PT with same day needs, SOG/DOT debos, etc.
5. Calibrations & Marketing updates (as needed)
Sharron, your team member, has a great attitude and takes good care of her patients. She has good customer service and understands her job responsibilities. She has worked for the company for 6 months. She had a couple tardies and a call out early on and you had a verbal conversation with her.
In the past 30 days she has now been late 4 times and called out on 3 seperate doctor days (1 sick, 1 child sick, 1 car issues).
How do you handle this?
This should have been discussed after the 1st tardy and then written warning after continuing behavior.
At this point this should have been handled.