It’s back to business, which means refocusing your administrators for the remainder of 2020. Priority has been getting your business reopened and providing your team with a safe environment. You have spent weeks securing PPE and ensuring that your team will be prepared to return to work. Many practices are still waiting to reopen. For those who are open, and you are finding your “new normal” it’s important to remember the future of the business depends on what you are doing in the next two months. If you’re not open yet, revisit these tips after your first week back in business.
Administrative Team:
Customer Service
- Connecting with your patients is critical during this “new normal.” We want all of our patients to still feel the same high touch. Here are ways to keep that feeling:
- Waving at the front desk upon entry and exit.
- Asking relationship questions. (How are the kids? How are you enjoying retirement? How was your first year of college?).
- Add a positive message to your receipts and statements. (Thank you for your loyalty during this pandemic. We appreciate your business and your kindness).
- Instill loyalty program
- Consider “Patient of the Day” posts for social media.
- Pandemic “Waitless Waiting Room,” selfies, and “Check-in to Win” contests for social media (give away customized masks, to-go mugs, or community gift cards to support your community daily. If none of that works, how about just recognition on social media for being the most creative or a great patient).
- Post-Op text messages from the office (use your confirmation system to fabricate a lovely message of loyalty one day after appointment).
Keep the schedule full at all times
Your schedule has always been valuable, and now it’s the life of the business. Ensuring profitable procedures are schedule priority to generate income.
Treatment follow-up and recall calls still need to be made each and every day. Don’t wait until your schedule falls apart to make calls. (10 a day out is not a hard ask, schedule time in the admin day to make calls).
Phone Skills
- Review the language you want used to best serve patients.
- Have your managers go back and spot check calls to review quality. This is the new normal, and it still requires excellent phone skills to make your customers feel safe, secure, and cared for. Poor communication on the phone creates negative feelings towards your business. We don’t need to lose patients right now.
- Internal cancelation guidelines. Please ensure the entire team understands the backlog and the importance of each appointment. If patients cancel last minute, we suggest not rescheduling for 2-3 months to ensure you provide patients waiting with appointments. This is not the time to fall back into old habits.
PPE and Pre-rinse Fees (D9999 and D1999)
- We suggest charging the insurance company and providing a professional courtesy to the patient if not paid by insurance.
- Set up in computer with an auto narrative. (Do not submit without narrative).
- Review process with your team to ensure everyone is following the same steps and has the same language.
- Communicate that these charges will be submitted to the insurance.
- There is no out of pocket charge to the loyal patients that have stuck with you through this pandemic. Patients will appreciate this.
- Use proper language and legal language. Courtesy vs. Discount. (We can not provide discounts if we are in a contracted network with insurance)
Statements and Statement Message
- Do not forget to get your May statements out on time and stay on track.
- Adjust your message to fit your new guidelines.
- Provide a positive customer message to recognize loyalty.
Claims Follow up
- Follow-ups on claims must be aggressive. We may be back in business. However, not all insurance companies are back to work.
- Electronic submission only.
- Must have all proper attachments
- Must be aggressive to recapture your money. We are suggesting following the same “business interruption plan system” of following up by phone on all claims that have been out to insurance for more than 10 days. (Do not wait and delay follow up). Generating income in the business will allow you to plan properly.
Student Loans- Request interest-only options for three months.
Building Loans- Request interest-only options.
Building Leases- Relief from association fees, rent, etc. are becoming available.
Equipment Loans- Companies are offering delayed payments and interest-only payments right now.
Professional Insurances- Business, professional liabilities coverage. (Understand your policies and what all is covered)
Subscriptions- Delays on payments
Marketing- You are still planning on working and reopening, correct? Marketing is important to keep your phone ringing long-term. Use this time to plan how you will leverage your presence in the community. Others are stressing, you can stay calm and optimize this time.
- Online Ads- Call and pause or adjust your Google and Facebook ads to direct towards what your dental office is doing during this time. (Are you open for emergencies? You may choose to attract emergency patients and want to adjust your ads. If you are closed completely, pause ads.
- TV Commercials-Many TV stations are offering commercials to run more frequently, so you can leverage the market during this time and increase your business awareness. Your cash flow and financial security will better guide your decision making here.
- SEO and website still need to continue to attract patients long term. Adjust your blogs, adjust your social media posts, and work on your website updates during this time.
- Update your website (content, before/afters, about you, team bios, new services).
- Videos- Make all of your videos for post-op care instructions, services you offer, etc.
- Update your Google page, Facebook, and Instagram pages.
- Patients have time to leave Google review Why not send out your review link!
Computer Support- Do not pause any IT support. You cannot afford to have computers down or your practice without support. Right now is the best time to get all your updates on your computers done, ensure all your electronics are properly connected (something is always broken or disconnected it seems). Streamline!
Data Tracking Software – Pause or request delay payment options. For many of you, there is a ton of value training and using the information to help as you are rescheduling patients, filling future schedules, and connecting with patients. If, by chance, you’re not an expert in your software, use this time, and learn it. Software that supports your business has training on their websites or YouTube channels.
Supply Companies– Call your supply companies and see what they are doing for you, their customer.
Business Documents– Time to get organized. Get your Dropbox up, and all other important documents scanned, and organized, etc.
Office Documents– Review all your employee files (update) consent forms, office manuals, post-op instructions, brochures, etc.
Wills and Trusts– Now is the time to get your personal wealth organized.
Online CEs- Please ensure that your employees report CE acquired.
Professional Meetings– You have professional support such as accountants, financial advisors, partners, and business ventures outside of dentistry. Get all your meetings done virtually while you have some time.
Coaching and Consulting– Now is the time you need them most. Plan, train, post virus plan.
Employees – Be smart with your team and keep your phones answered, accounts worked, schedule moved to alternate days. Training on services, caring for emergencies (they will be higher) and create training manuals
Rest and Rejuvenate- Taking a break to prepare for the heavy workload to come. High stress is happening, and being healthy is important now! Maybe you cancel a third-quarter vacation and take it now.
If you found this resource to be helpful for you and your practice, please let us know by leaving a review. We appreciate your feedback! Remember, we’re all on this together!
