Pacific Coast Society of Orthodontists Bulletin Winter 2014 - (Page 45)

SUMMARY ANNUAL SESSION PATIENT SERVICE: THINKING OUTSIDE the BOX Presented by Dr. Dana Fender at the PCSO 2014 Annual Session, October 3, 2014. Summarized by Jenifer Vetter. E xcellent customer service is contact. He/she discusses what to expect in the cornerstone of a successful the new patient exam, including financial orthodontic practice. In his information. This position is an offshoot presentation, Dr. Dana Fender demonstrated of the Call Center, allowing for effective the dynamics and systems that can take a communication with new patients. Dr. Fender practice's customer service to the next level. states that being upfront with patients about He explained that having the right systems what to expect financially during their first in place creates a unique culture in which call has led to more same-day new patient team members are able to provide the best starts and has increased his same-day starts Dr. Fender in customer service as well as be highly to 90%. productive. The key is to focus on the team. Dr. Fender realized that when he stopped focusing on the 3. Patient Concierge "me" in the equation, and started focusing on his team, it transformed his office. He encourages other orthoJust as in a hotel that prides itself on excellent customdontists to develop their teams, and to acknowledge er service, Dr. Fender's practice has a concierge. This that it is their job to make the team better than any one person regards patients with warmth and helps them individual. By realizing that it is acceptable for others to feel at home. Dr. Fender stresses that you must have the be smarter than you are, or to be better at bending wire, right person in this position to make it work - someone for example - and by developing your team's leadership outgoing, warm, and friendly. The Patient Concierge (PC) abilities - you are strengthening your team. invites patients into the practice, greets them upon arrival, and escorts them to the treatment area. Dr. Fender Dr. Fender has a clear vision and goals for his offices. stresses that this team member's first priority is to "love Communicating them clearly and making sure everyone on people," and the second is to straighten teeth - and in is on the same page is crucial. He outlines seven imthat order. By keeping those priorities, the rest falls into provements that any office can make for success: place. Patients realize and respond to this. 1. Patient Communication Center Establishing a Patient Communication Center (PCC), or Call Center, frees the front desk to focus on the needs of patients already in the office. Allowing front desk team members to focus completely on the patients that are in front of them increases the overall level of customer service. PCCs are able to greet patients and schedule appointments, but proper training is key for this position. Dr. Fender noted that many orthodontic practices do not provide enough training to their front-line team members. 2. New Patient Coordinator The New Patient Coordinator (NPC) handles all communication with new patients, starting with the initial WINTER 2014 * PCSO BULLETIN 4. Treatment Coordinator Assistant The role of this team member is to take digital photos and X-rays and build a rapport with the patients. This position frees up the Treatment Coordinator to focus on the duties he/she needs to perform. The information gathered by the Treatment Coordinator Assistant is relayed to the Treatment Coordinator to be used during the exam. 5. Clinic Floater This person frees up the doctor by preventing him/her from being tied up at a chair, enabling the doctor to stay on time and focus on the patients. Dr. Fender's Clinic Floater, Michelle (nicknamed Tool Time), can handle any 45

Table of Contents for the Digital Edition of Pacific Coast Society of Orthodontists Bulletin Winter 2014

A Clear Message and a Clear Plan
So Much to Share and Celebrate!
Facebook and Orthodontic Practice Marketing
Component Reports
AAOF Report
PCSO At a Glance
Poor Posture = Back and Neck Pain
Resident Spotlight: Roseman University College of Dental Medicine, Postgraduate Orthodontic Program
Younger Member Spotlight: Dr. Mahbod Rashidi
The University of the Pacific’s Arthur A. Dugoni School of Dentistry
Dr. Terry McDonald Interviews Dr. Glenn Sameshima
New Technology for a New Office: Cost-Effective and Space-Saving
Case Report Pre-Treatment
Dr. Frank Beglin, PCSO President 2014-2015
Helping Autistic and Special Needs Children
Organization and Innovation are Intertwined
Patient Service: Thinking Outside the Box
Clinical Applications of TADs and Outcome Evaluations with 3-D CBCT Superimposition
Root Resorption
Tips and Tricks from the Trenches
Case Report Post-Treatment
Diastema-Closing Appliance
Dr. David Thomas Lawless

Pacific Coast Society of Orthodontists Bulletin Winter 2014