Implement some of these simple tips and watch your profitability soar
Learn from iTunes and Ebay
If you’re like most people these days you have an iTunes account to purchase music and a PayPal account for eBay purchases. Both require that you keep a credit card on file. You also leave your credit card on file when you make airline or hotel reservations, use a speed-pass at the gas pump or open a membership at Blockbuster video. It simplifies paying bills and saves time. Offer your patients that same convenience when you accept assignment of their insurance benefits. Keep a preauthorized credit card on file and bill the patient’s credit card immediately for any balance remaining after benefits. You clear the account instantly and the patient doesn’t need to bother with bills. This is a win-win alternative to sending statements.
– Ginny Hegarty
Make Time Where There is None
Practice efficiency – isn’t that what we are all striving for? However, we sometimes loose track of that goal due to everyday distractions. Let’s look at a few ways to improve practice efficiency, and then schedule them:
- Morning huddles – they help us prepare for the day with regard to production goals, emergency appointments, important patient information, and staff problems.
- Monthly staff meetings – Go over practice financial reports, discuss practice problems, and work on scripting and role-playing.
- Cross-training days – All employees need to periodically either trade places or job-shadow. This will help cover the practice when an employee is out and also helps give each employee an understanding of the clinical and business areas of the practice.
– Marianne Harper
Tie PM Software with Imaging
There’s no doubt that Dental Practice Management Software increases efficiency. Establishing a digital imaging hub with practice management also contributes to improved financial performance. Functions such as comparing images side-by-side, simultaneously displaying many different types of Dental Digital Imaging Systems for presentation and review, and effortlessly printing before-and-after images to patients, are easily performed in the best imaging programs. Add chart and treatment-plan print options within practice management, and together, these capabilities are very time- and cost-efficient. In other words, they save you money while at the same time improving your ability to present to patients and improve treatment acceptance.
– Sally McKenzie
Email from Imaging
We have our practice management software linked with our X-ray program; they both have letter programs. Typically, recall letters and notices are sent through our practice management, and our clinical letters come out of our Dental Image and Management Software. We email out of our imaging software as often as we can because it’s quicker than having to print and mail items. From the image or letter screen, we select the images and click one button to open a new email message with the images or letter automatically attached. It’s the easiest way to get letters and X-rays to other dentists.
– Christine Hart, RDH
Get a Digital Timer
My number one technology purchase was a digital timer for every treatment room. It is essential to actually time how long any procedure takes, rather than guessing. Whether you are timing the setting time of a dental cement or an impression material, it assures quality and consistency every time, while taking the minimum of time necessary. In the dental office time is money. Also timing procedures gives the front desk real data for scheduling guidelines. Consider going to digital radiography and charts, time how long your present system actually takes on a daily basis and compare it to what it would take if digital. You will find the time savings will more than offset the technology purchase in a short time.
– Bradley A Dykstra DDS MBA
Statement Time
Is your cash flow like the waves of the ocean – up and down? Implementing daily statements can be a big part of the solution. Preparing statements daily is much easier than it sounds. When statements are prepared every day, it becomes a much smaller task enabling each statement to be checked out more thoroughly. Some practice management software applications will choose the accounts for you. If this is not the case, you can choose to prepare statements for alphabetic intervals (e.g. the first day of the month is A & B accounts). You will see consistent levels of revenue throughout the month.
– Marianne Harper
Lock in on Coding
Many times dental hygienists will spend extra time performing necessary work on challenging patients. But when the procedure is improperly coded and submitted to the insurance company, a loss of time and production occurs. Take a quick survey of charts to determine if this is happening in your office. Compare periodontal probing charts to the insurance codes for several corresponding dates of service. If the prophylaxis insurance code is consistently charged out for patients with periodontal pockets, take action. An insurance review will put your office on target again.
– Rachelle Rose, RDH
Get Email Addresses
Begin to ask patients for their email addresses. As our society becomes more comfortable with electronic transactions so should the successful dental office. Our patient communication methods will include electronic newsletters, email appointment scheduling and patient research on your website. Generate referrals by marketing directly to your patient’s email inbox. Quarterly newsletters should include dental health and practice news. Make sure to include an easy button-click for forwarding to family and friends. Collect email addresses now for a successful online presence in the future.
– Teresa Duncan, M.S.
Let Patients See the Big Picture
Often the only difference between patient acceptance of a single crown and acceptance of a full quadrant restoration is the extra couple of minutes it takes to snap a digital photo of the quadrant with an Intraoral Digital Camera and let the patient choose the final result or “look” they want. Engage your patient in a conversation about the options available to minimize return trips while maximizing their time in the chair. Often patients are more concerned about time or appearance than they are about money. The ‘after’ photo of quadrant of aesthetically restored teeth creates a wow factor that your beautiful crown flanked by dark or discolored restorations just can’t match.
– Ginny Hegarty
Use “Minimize” to Maximize Efficiency
Whether or not you have them integrated, practice management and digital imaging software work together to handle the data and tasks that are part of any dental practice. I’ve chosen not to integrate, and, contrary to what you might think, it’s not awkward to use them together. We keep both programs open, simply minimizing one or the other when not in use. For example, if my hygienist has a patient’s X-ray screen open, she doesn’t need to close, only minimize, it to access the patient’s chart in practice management. Using something as simple as ‘minimize’ allows us take advantage of the benefits of both programs.
– Jeffrey B. Dalin, DDS
Focus Your Meetings
Staff meetings are key to keeping everyone going in the right/same direction. There are three key elements to meetings that produce real results:
- Preparation: Communicate in advance the agenda and your expectations to come prepared to discuss the agenda items.
- Accountability: Assign each agenda item to a team member, who is accountable for what and by when it is to be completed. Requests for support and actions to be taken should be written down on a form that will be posted in the staff lounge as a way of keeping everyone informed and up to date.
- Follow up: At the next meeting, results of each action item from the previous meeting should be reported. If an item is not completed, the person reporting on it should make new requests and new commitments. Praise for work completed and/or for work in progress is important to keep the participants engaged and enthusiastic.
– Joan Garbo
Stay up to Date
Do you use a re-care update form? These forms should be given to each patient upon arrival and request any changes to patient demographics, insurance plan additions or changes, medical updates, and special needs or requests for each re-care appointment. This form should also include a check box section for the form of payment that the patient will use that day. Lastly, include an authorization for release of information to insurance carriers, and request assignment of benefits if you accept assignment. The beauty of this form is that it ensures that you have all the information that you will need when you need it.
– Marianne Harper
Communicate with Pictures
The hygienists and assistants in our office use the clinical side of our practice management, mainly, the charting feature. We use our imaging software to take X-rays and camera images, but the administrative side can use this software for their tasks, too. Using our Dental Image and Management Software, we can communicate with the front desk, especially when it comes to telling them which images we want printed or emailed to another office or patients. We isolate them on the Presentation Panel that acts as a holding area. That way, there’s no confusion or discussion about the exact images we want to go out.
– Michele O’Leary, RDH
Clean the Slate
One constant in every dental practice front office is persistent interruption. These “interruptions” are anything but inconveniences; they are the sum total of good day’s work. The challenge is to manage this frenetic pace with a laser-like focus on RESULTS – not on working hard. Set a clear focus of closing out yesterday and preparing for tomorrow in the first two to three hours of your day. Flex as required to provide exceptional service to your patients and then return to this priority immediately so you can meet this goal predictably and early every day. Then, with a clean slate you can concentrate on making the most of today’s opportunities.
– Ginny Hegarty
Get it the First Time
Improve your ability to accurately comprehend messages by pursuing the mastery of listening.
How?
- Focus your attention on the speaker - eliminate distractions, don’t interrupt and respect their capabilities, feelings and beliefs
- Give supportive feedback – use direct eye contact, smile, nod and lean forward
- Confirm your understanding by relating, in your own words, what you think was said and felt
It pays to connect with your patients! When they feel valued, they accept more services and refer others.
– Fernanda Oliveira, DDS
Build Relationships
Learn more about your peers, your employees, your business partners and your customers. This simple act can lead to better efficiency, better service and better business in more ways than you could believe!
– Tim FitzGerald
Get Paid
Do you wonder why your patients get away with leaving your practice with little to no payment? Institute the following to correct this problem.
- Scripting: Work on correct scripting for all staff members. The right scripting in both the business and clinical sides of the practice will help get the message to patients that your payment requirements need to be met.
- Put it in writing: Add a section to both the patient registration form and to the re-care update form that requires patients to check a box in front of each type of payment that you offer. Then hold the patient responsible for doing as they have indicated.
– Marianne Harper
Pursue Collections Pronto
Are you waiting too long to handle your accounts receivable? No account should be billed more than two times, as the full cost of billing is $8.11 according to IC Systems. When accounts reach 60 days with little to no payment, it is time to take action. Mail a letter advising that: this is their final notice; they have 20 days to pay the bill in full; and to call the office if there is a problem. Offer them ways to handle the bill such as a credit card payment or a payment plan such as CareCredit. Mark your calendar for the twenty days and turn the account over to your collection agency if no payment has been made.
– Marianne Harper
Billing in DENTRIX
Billing the insurance companies your full fee and having your day sheet reflect your actual production can be accomplished by assigning the insurance allowed amount fee schedule to the Family File, as well as assigning the doctor’s fee schedule to the insurance data in DENTRIX practice management software. Change the claim format by adding the letter F to the end of the numbers, such as 2007F. This will post the insurance allowed amount to the ledger as well as the presenter and still bill the insurance companies your full fee. The day sheet reflects your actual production.
– Serna Oldroyd-Wixom
Change Claim Format in DENTRIX
To permanently change the claim format for billing insurance companies the doctor’s full fee while posting the insurance allowed amount to the ledger; this is done by going into the Office Manager, Maintenance, Definitions, Billing, Claim Format, then highlight a format not currently being used. Type in the currently used format, adding the letter “f” to the end; hit “Change” and then “OK”.
– Serena Oldroyd-Wixom
Schedule Your Calls
Set aside a time every day when the doctor will return calls from colleagues and vendors. Doctors, don’t make a call five minutes before you need to be prepping a crown—return and make calls at an assigned time so that everyone can stay on schedule.
– Jackie Bailey
Double Book Tough Patients
You know the type — the patient who will always be late, or the one that you gamble your time with — are they going to show, or not? Double-booking these individuals is sometimes a saving grace to the schedule. If they don’t come, you’re not out the production for the time allotted. And if they do come — then you get double the production for the allotted time. It’s a win-win either way!
– Jackie Bailey
File Electronically
There are many benefits of sending claims electronically. Specifically in which clearinghouse an office chooses to use. Most providers opt to use the clearinghouse service recommended by the practice management company. Most providers do not realize that a clearinghouse service outside the practice management software generally can offer a lower fee to process electronic claims. Reducing these expenses can significantly add to the bottom line and put money back into the doctors’ hands.
Greater benefits can equal a higher level of service. Instead of calling your software company to have them check with the clearinghouse on lost claims, dealing directly with the clearinghouse means your office has direct access. Individual clearinghouses can also meet office-specific needs such as adding the NPI number to an outdated claim form. These shortcuts in the claims process will save additional time that provides greater attention to the customer and every day practice concerns. Put this theory to the test: Call an independent clearinghouse and see how they can help. Many will even provide additional tools that make tracking and sending claims a breeze.
– Mike Oliver
Make it Easy for Patients to Pay
We hear daily from practices that they are busy. Really busy. Practices may underestimate the positive impact that outside patient financing has on the entire practice, from scheduling, insurance, A/R and patient relationships to other key systems. They often ask if offering a patient financing program can help their office save time. By following these simple tips, the answer is “YES”!
- Many leading practice management software systems contain a link on the main toolbar that instantly pre-populates the patient’s financing application with the patient’s information already contained in your software. Credit decisions are provided in seconds.
- Calculate patient payments and view available plans with the patient during the treatment consultation and fee discussion to maximize treatment acceptance.
- Submit a Pre-Approval request to the patient financing program, so that you know before the treatment fee and discussion if the patient has been approved for financing.
- Offer patient financing to all patients. You never know who might appreciate the ability to pay over time.
- Incorporate your patient financing program into your financial policy. And don’t forget to display posters and patient brochures in your waiting area and operatories.
- Process patient financing transactions online – it takes just a few seconds and requires minimal effort.
- Utilize online reporting options to view customized patient application, transaction, and approval reports. Many practices increase their production by proactively contacting patients who have been approved, but did not immediately proceed with the full treatment plan.
– Laurie Hurt
Using DEXIS Imaging with PM Software
While working our busy schedule every day, we strive to organize our time and information. We’ve accomplished this by integrating our PM and DEXIS imaging programs—using their functions to reduce unnecessary steps. Choose a patient in PM, and the Integrator window opens showing the patient’s images. When a treatment plan is open, one click enlarges the desired X-ray before we begin our treatment—directly on the PM screen. If I want to open the imaging software, one click leads me there. Choose other patients in PM, and their images then open in Integrator; the programs automatically correlate the information requested.
– Cynthia Brattesani, DDS
Stay Up-to-the-Minute on Patient Progress
Several features within Patterson Eaglesoft clinical and practice management software allow for easy management of the daily schedule and facilitate the smooth functioning of the practice. For instance, taking notes within the patient chart is a great time-saver. During the patient appointment, the doctor or assistant records details and next steps within the patient chart. Upon completion of the appointment, I can quickly and easily access those notes from the front desk. I am then prepared to schedule the next appointment or provide further information to the patient as needed. It saves us from running back and forth to discuss the status of each patient.
– Michelle Larson
Use Block-Scheduling Features
Patterson EagleSoft clinical and practice management software is instrumental in accommodating patient schedules and ensuring personal attention to each patient. For example, the OnSchedule feature makes it easy to conveniently schedule appointments for families. With block scheduling, we can schedule five or six appointments at one time, saving the time and headache of scheduling each independently. Also, the patient history form is a valuable tool for tracking new patients. Any staff member can consult the patient history form and instantly knows whether the patient is new, and if so, the forms that need to be completed and information we need to collect.
– Michelle Larson
Send Patients Home Smart
Using CAESY equips us with the ability to provide education not just in the office during the patient appointment, but after the completion of the appointment, as well. Presentations can be printed or burned to a CD and given to patients to take home, giving them the information they need to make an educated decision or have informed discussions with other decision-makers in their household. With this information on-hand at home, our office receives fewer phone calls from patients with follow-up questions later.
– Sharon Perelman, DDS
Our Experts
Sally McKenzie – McKenzie Mangement
Sally McKenzie is a Certified Management Consultant (CMC), founder and CEO of McKenzie Management. For over 25 years, Sally has immersed herself in techniques, systems and methods to improve the performance of dental practices. She was a dental auxiliary, dental business administrator and dental educator for several years prior to founding McKenzie Management in 1980. She was also an instructor of dental auxiliary utilization techniques with the Ohio State University College of Dentistry. Sally continues to proficiently direct the efforts at McKenzie Management, insuring attendance to her developed Practice Enrichment Program, practice dental consulting services, educational dental management products, dental seminars and workshops.
877-777-6151 Ext. 11
[email protected]
www.mckenziemgmt.com
Michele O’Leary, RDH
Jeffrey B. Dalin, DDS
Jeffrey B. Dalin, DDS, FACD, FAGD, FICD, practices general dentistry in St. Louis. He also is the editor of St. Louis Dentistry magazine, and spokesman and critical-issue-response-team chairman for the Greater St. Louis Dental Society. He is one of the co-founders of the Give Kids A Smile Program.
(314) 567-5612
[email protected]
Teresa Duncan, M.S. – Odyssey Management
With over 19 years of clinical and managerial experience, Teresa addresses topics such as Collections, Coding and Team Training. Dentists appreciate her experience with Fraud & Embezzlement Prevention and Practice Growth, particularly the use of effective web and e-mail marketing to target today’s internet-savvy patient. She is a member of the Association of Certified Fraud Examiners and an Educator for the Association of Dental Implant Auxiliaries. Teresa received her Master’s Degree in Healthcare Management.
703-201-1845
[email protected]
www.odysseymgmt.com
Bradley A. Dykstra, DDS, MBA
Dr. Bradley Dykstra is in private practice in Hudsonville, Michigan, where he employs state-of-the-art dental technology, including digital radiography, intraoral and extraoral cameras, digital imaging, and clinical practice management software. His office has been completely chartless since 2002. Dr. Dykstra has been featured on the cover of Dental Economics and is listed as one of the Leaders in Dental Consulting by Dentistry Today for 2006 and 2007. He has also written numerous articles which have been published in Dentistry Today, Dental Practice Report, Dental Economics, and the WMDDS Bulletin.
www.anchordentalconsulting.com
Tim FitzGerald
Speaker, Business Consultant
704-578-3002
Joan Garbo – Joan Garbo Consulting
Joan Garbo is a "catalyst for success". Over the past 23 years, Joan has led more than 2000 seminars on topics such as effective communication skills, self-expression, customer service, team-building; and as a consultant, has helped hundreds of dental practices turn their patients into a volunteer sales force. Joan is a member of the National Speakers Association. She is a certified and licensed Strategic Attraction Planning coach, and a public speaking coach.
631-608-2979
[email protected]
www.joangarbo.com
Marianne Harper – The Art of Practice Management
After 20 years in dental practice administration, Marianne founded The Art of Practice Management, a dental practice management consulting firm. Her practice focuses on front desk systems, revenue collection, dental-medical cross coding, insurance systems, and employment law compliance. Marianne has authored “Cross-Walking – A Guide Through the CrossWalk of Dental to Medical Cross Coding”, has written for dental journals, and has a column titled “Insurance Matters” in Dental Practice Report. Marianne speaks on dental-medical cross coding and revenue systems.
252.637.6259
[email protected]
www.artofpracticemanagement.com
Ginny Hegarty – Dental Practice Development, Inc.
Drawing upon 25 years experience in dentistry, Ginny Hegarty devotes her abilities to empowering dentists and their teams to improve their practices and lives as a coach, consultant, trainer, speaker and author. Ms. Hegarty is President of Dental Practice Development, Inc. and director of consulting for Office Magic. Ginny authors the Practically Speaking Column in Dental Practice Report and lectures at Temple University Dental School. She is a member of the Academy of Dental Management Consultants.
610.873.8404
[email protected]
Fernanda Oliveira DDS – Compass Dental Practice Consulting
Dr Oliveira, trained in Brazil in 1984, moved her practice to Canada. In 1999, she founded Compass to motivate and empower teams with practical methods. 250-744-2635
[email protected]
www.compassconsulting.ca
Rachelle Rose, RDH
CE Chair, North Carolina Dental Hygiene Association
CCDHA Trustee
Speaker-Author-Consultant
919-608-5381
[email protected]
Jackie Bailey
Jackie is president of Emerald City Consulting, based in Sammamish, Wash. You can find out more at www.emeraldcityconsulting.com, or contact Jackie at 425-894-3424 or [email protected].
Laurie Hurt
Laurie is senior marketing manager for CareCredit Patient Payment Plans. For more information, visit www.carecredit.com.
Mike Oliver
Mike is senior account executive with Apex edi. For more information, go online to www.apexedi.com.
Cynthia Brattesani, DDS
Dr. Brattesani maintains a private practice in San Francisco. She won the prestigious ADA Golden Apple New Dentist Leadership Award in 1996. She is an enthusiastic member of organized dentistry, having held positions at the local, state, and national levels. You may reach her at [email protected].
Michelle Larson
Ms. Larson is office coordinator for Dr. Patrick Liedl in Turtle Lake, Wisc.
Sharon Perelman, DDS
Dr. Perelman is a general dentist practicing in Chicago. She is a graduate of Loyola University and has completed extensive post-graduate clinical training in cosmetic and reconstructive dentistry from the prestigious Hornbrook Group for Advanced Dental Education. She is a member of the American Academy of Cosmetic Dentistry, the Academy of General Dentistry, the American Dental Association, the Chicago Dental Society, and the Illinois Dental Society.