Dentaltown December 2020 - 97
continuing
education
by Sandy Pardue
Sandy Pardue is an author,
practice-management consultant
and an internationally recognized
lecturer. For over 25 years,
she has assisted hundreds of
doctors with practice expansion
and staff development. She is
known for her comprehensive and
interesting approach to dental
office systems, and offers a
refreshing point of view on how to make a dental practice
more efficient and productive.
the obvious and immediate tasks right before them. There's little time
to focus on exceeding patient expectations, promoting the practice and
improving customer service. Practices may think they are organized,
but key actions get left undone. This creates many missed opportunities
and inconsistencies, which adds stress and increases the number of
patient upsets.
When patients call your practice or enter through the front door,
they are comparing their experience to every other dental practice they've
called or visited. The receptionist of the past is now considered the
director of first impressions and is a brand ambassador. Every practice
needs one. The most obvious and immediate benefits are increased new
patient numbers, more referrals and improved retention.
Learning objectives
After reading this article, the reader should be able to:
1. Realize new opportunities with upgrading the receptionist
position.
2. Create a customized job description and checklist.
3. Implement the key functions of the position.
4. Train and manage a director of first impressions.
Introduction
The value in having systems is the predictability and consistency it will
provide. Patients can sense when a practice is unorganized and stressful.
They aren't loyal because they thought you did a great job prepping their
crown; they are loyal because of their experience at your office.
Most practices have retention issues and would also like more new
patients, yet phones go unanswered and calls are rushed through. Many
practice owners haven't figured out that their front office team is likely
overworked with all the things that need to be done. Most practices
want to consistently deliver an exceptional patient experience, but
haven't appointed someone to make sure it happens. Everyone is busy
and it seems as if there's little time for implementing customer-focused
business practices.
Disclosure:
The author declares that she has a financial interest in consulting dental professionals in the subject matter that she is lecturing on.
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Dentaltown December 2020
Table of Contents for the Digital Edition of Dentaltown December 2020
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Dentaltown December 2020 - Cover3
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