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BlogPosts

No One Ever Taught Me That
Posted 3/19/2019 by PK Performance Solutions in Rethinking the Dental Front Office   |  Comments: 0  |   Views: 19
No One Ever Taught Me That
Have you ever heard the words, “No one ever taught me that?” I can’t count how many times I have. Coming from the trainer’s perspective, it is difficult to first, translate all your dental knowledge in one training session and second, hold the trainee accountable when the information being taught...  Read More
Categories: front office management, dental front office, Front Office Training, #dental practice management, #advicefornewdentists
Why Your Patients Aren’t Getting on the Schedule
Posted 2/6/2018 by mgeonline in MGE Management Experts   |  Comments: 0  |   Views: 92
Why Your Patients Aren’t Getting on the Schedule
This is an excerpt from our Ask Sabri column, where readers get to ask MGE’s Deputy COO, Sabri Blumberg, questions about marketing, practice management, staffing, and more.Reader: Nine times out of ten, patients seem excited to go ahead with treatment after talking to me. Then I send them to the...  Read More
Categories: front office management, financial coordinator, dental front office, case acceptance, dental continuing education, dental ce, #dental practice management, MGE Management Experts
Pre-Authorization vs. Predetermination
Posted 2/2/2018 by Sheri Jolly in Dental Support Essentials   |  Comments: 0  |   Views: 488
Pre-Authorization vs. Predetermination
Ever wish a tech company would develop an app like Mapquest or Waze to navigate your dental staff and your patients through the maze of insurance claim complexity? Even the terminology is challenging!  PREAUTHORIZATION. PREDETERMINATION. PRE-ESTIMATE OF BENEFITS.These terms are very confusing to...  Read More
Categories: dentist, front office management, dental insurance, dental treatment acceptance, dentalbilling, frontdesk
Stay in Touch: Personalized Communication with Your Patients
Posted 6/22/2017 by frontofficerocks in The leader in online solutions and dental front office training!   |  Comments: 0  |   Views: 98
Stay in Touch: Personalized Communication with Your Patients
As the office manager of a paperless office that utilizes all the latest technology available to our industry, I was shocked when I heard nearly one-third of the dental offices in the United States do not use any appointment reminder service to help confirm patients. Our office has worked with an...  Read More
Categories: administrative, communication, front office management, dental front office, appointment scheduling, patient communication, Confirming Appointments, confirmation, Front Office Rocks, Front Office Training
Schedule Makeover: From Reactive to Proactive
Posted 5/22/2017 by frontofficerocks in The leader in online solutions and dental front office training!   |  Comments: 0  |   Views: 146
Schedule Makeover: From Reactive to Proactive
The schedule causes the greatest amount of stress in a dental office. The one thing we know about the schedule is no matter what we do, no matter how often we confirm, regardless of how much we plan there will be changes in the schedule. There will always be people who run late, doctors who run...  Read More
Categories: front office management, dental front office, dental appointment scheduling, appointment scheduling, change management, block schedule, Front Office Rocks, Front Office Training, front office staff
5 Things Every Practice Should Do Each Day to Build an Effective Schedule
Posted 4/26/2017 by frontofficerocks in The leader in online solutions and dental front office training!   |  Comments: 0  |   Views: 102
5 Things Every Practice Should Do Each Day to Build an Effective Schedule
The schedule is the most powerful element in running a dental office. It can make our teams work well together, hit goals, and end the day on a high note. However, it can be the reason everything comes apart at the seams: the team can’t stand each other, the doctor has no money to pay bills,...  Read More
Categories: customer service, front office management, dental front office, front desk training, Front Office Rocks, Front Office Training, dental schedule, productive schedule
Get in the Dental Game and Edge Over the Competition
Posted 3/17/2017 by frontofficerocks in The leader in online solutions and dental front office training!   |  Comments: 0  |   Views: 64
Get in the Dental Game and Edge Over the Competition
I have been in dentistry a little over 15 years now and I know some of you reading this have been in significantly longer than me and I am certain you would have a lot to add to the challenges we have seen and will see in dentistry. We have seen changes with how dental insurance coverage has...  Read More
Categories: front office management, dental front office, front desk training, dental office manager, Front Office Rocks, Front Office Training, dental team training
Top 5 Dental Practice Issues: Resolved
Posted 2/23/2017 by frontofficerocks in The leader in online solutions and dental front office training!   |  Comments: 0  |   Views: 96
Top 5 Dental Practice Issues: Resolved
Owning a dental practice or working in a dental office can be a very rewarding albeit sometimes challenging profession. With the right systems and training any job in the dental office can bring a sense of accomplishment and can be very rewarding. We all face challenges every day but it’s how...  Read More
Categories: dental team, customer service, front office management, dental insurance, dental office organization, dental office manager, dental staff training, Front Office Rocks
Front Office Rocks!
Posted 7/15/2016 by dr j. in Front Office Rocks!   |  Comments: 0  |   Views: 283
Recently started a subscription of "Front Office Rocks" for my dental office in San Diego. Definitely a plus! Front office is so KEY to making a dental practice run WELL! It is something that sometimes we don't have time to talk about but is SO NECESSARY and this is a great way to get the team on...  Read More
Categories: front office management, Front Office Rocks, Front Office Training
Five Common Responses Dental Staff Members Typically Use On The Phones That Actually Drive New Patients Away!
Posted 12/4/2015 by Dr David Moffet in Dr David Moffet's Ultimate Patient Experience Blog   |  Comments: 0  |   Views: 667
Five Common Responses Dental Staff Members Typically Use On The Phones That Actually Drive New Patients Away!
Every day in every Dental Office the phone rings with a New Patient Enquiry Call.And our staff are driving those enquiries away….The phone rings and it is someone wanting to book in with us, and our receptionist is turning the caller off, and turning them away.Not on purpose.Putting it...  Read More
Categories: practice management, new patients, dental practice management, customer service, dental customer service, front office management, dental front office, World Class Customer Service, new patient attraction, Front Office Training
A Day With Howard Farran From Dentaltown… Some Pearls...
Posted 8/18/2015 by Dr David Moffet in Dr David Moffet's Ultimate Patient Experience Blog   |  Comments: 0  |   Views: 173
A Day With Howard Farran From Dentaltown… Some Pearls...
I had the pleasure of spending a day listening to Howard Farran share just a small part of his Dental Knowledge with a group of Dentists in Sydney last Saturday:Here are some of Howard’s pearls.Not all of them.I’ve also included my take [as well] on some of these...  Read More
Categories: practice success, dental practice marketing, dental practice management, dental consultant, dental practice consulting, front office management, Dr. Howard Farran, Dental Coach, staff evaluations, common sense
“self-managing” front desk staff
Posted 1/28/2015 by OpenADentalOffice in How To Open A Dental Office   |  Comments: 0  |   Views: 728
“self-managing” front desk staff
By Jayme Amos. Get free updates of postsHow do practices create “self-managing” front desk staff?This graphic shows the 12 Duties of a self-managed front desk staff. At each stage, a precise moment of interaction occurs with a patient...can you guess which stage is most important?(hint:...  Read More
Categories: front desk, front office management, front desk training, front desk staff
Consultant Tip: Filling Short-Notice Changes
Posted 6/24/2014 by Sandy Pardue in Sandy Pardue, Consultant/Classic Practice Resources   |  Comments: 1  |   Views: 18813
Consultant Tip: Filling Short-Notice Changes
If the Scheduling Coordinator just can't prevent a change in the schedule, the next best thing is that any changes in the schedule be filled immediately. This means that if a patient says they can't make it tomorrow, you need to fill that slot before tomorrow gets here and you are all standing...  Read More
Categories: scheduling, Sandy Pardue, Classic Practice Resources, front office management, appointment scheduling
One Bad Apple Spoils the Barrel....
Posted 10/18/2013 by Dr David Moffet in Dr David Moffet's Ultimate Patient Experience Blog   |  Comments: 0  |   Views: 6495
One Bad Apple Spoils the Barrel....
One of the things that I find and see as I meet with dentists and their teams around the world is that there are dental offices out there where not all members of the team are on the same page.“On the same page” means the team all has the same agenda at the same time.In business, and in...  Read More
Categories: practice success, dental office tips, dental practice management, dental consultants, dental practice consulting, dental team, customer service, dental customer service, business building, front office management
Customer Service Eyes. Can You Grow Them Or Are You Born With Them?
Posted 10/16/2013 by Dr David Moffet in Dr David Moffet's Ultimate Patient Experience Blog   |  Comments: 0  |   Views: 4976
Customer Service Eyes. Can You Grow Them Or Are You Born With Them?
We all want and need employees with Customer Service Eyes. And Customer Service DNA.Speaking personally, I don’t believe that I was born with Customer Service Eyes. Or Customer Service DNA either, for that matter.Nobody is.I believe that Customer Service Eyes and Customer Service DNA are...  Read More
Categories: practice success, practice builder, dental practice management, dental consultant, dental practice consulting, dental team, customer service, dental customer service, business building, front office management
Why Patients Don't Pay and How to Handle It
Posted 10/15/2013 by Sandy Pardue in Sandy Pardue, Consultant/Classic Practice Resources   |  Comments: 2  |   Views: 53107
Why Patients Don't Pay and How to Handle It
Why Patients Don't Pay and How to Handle ItThere are only two reasons why patients do not pay.1. An Upset or a MisunderstandingAn upset patient could be caused from anything such as something was not said, or something was said and forgotten and/or not documented. Example: "I didn't hear him say...  Read More
Categories: consultant, Sandy Pardue, Classic Practice Resources, front office management, collections, Patient Upset, Dishonest patient, financial coordinator
Answering the Dental Office Phone 101. Three Sure Ways To Stop Offending Your Clients and Customers
Posted 10/7/2013 by Dr David Moffet in Dr David Moffet's Ultimate Patient Experience Blog   |  Comments: 0  |   Views: 881
Answering the Dental Office Phone 101. Three Sure Ways To Stop Offending Your Clients and Customers
Over the last month I’ve been performing some Mystery Shopper Calls to Dental Offices around Australia.Not only have I been phoning general dentists, but I’ve also been phoning some of the better Dental Offices around Australia. Some of the top producers and high-end offices.Although...  Read More
Categories: phone training, phone systems, dental practice management, dental consulting, dental consultants, dental practice consulting, phone answering, customer service, dental customer service, front office management
The Mystery Shop – An Invaluable Tool For Catapulting Your Business Success
Posted 10/3/2013 by Dr David Moffet in Dr David Moffet's Ultimate Patient Experience Blog   |  Comments: 0  |   Views: 379
The Mystery Shop – An Invaluable Tool For Catapulting Your Business Success
One of the most valuable tools in any business, and especially in Dentistry, is the Mystery Shop.The Mystery Shop Process involves the creation of a false customer to trial the protocols and procedures of a business, often your own, with the intention of spying, or analyzing, or information...  Read More
Categories: phone training, dental practice management, dental consultant, dental practice consulting, phone answering, dental customer service, business building, front office management
How’s Your Phone? You Won’t Believe How Badly This Doctor’s Phone Was Answered…
Posted 9/30/2013 by Dr David Moffet in Dr David Moffet's Ultimate Patient Experience Blog   |  Comments: 5  |   Views: 2254
How’s Your Phone? You Won’t Believe How Badly This Doctor’s Phone Was Answered…
“No one should ever treat customers as an interruption. On the contrary, customers should always feel welcomed and encouraged to interrupt us whenever they want to.”– Shep HykenYou can’t believe what goes on out there in telephone land behind your backs, Doctors.The other...  Read More
Categories: dental office success, staff training, phone training, dental practice management, dental practice consultants, phone answering, business building, front office management
The Perfect Phone Call In Your Dental Office
Posted 9/17/2013 by Keaton Marks in "Own The Phone"   |  Comments: 0  |   Views: 6859
The Perfect Phone Call In Your Dental Office
There are 24 major points for your front office to learn how to won the phone on a daily basis. If your team doesn't know all 24, your office will lose new patients. Plain and simple. 0 false 18 pt 18 pt 0 0 false false false Today I will not dive into the...  Read More
Categories: dentistry, dental marketing, new patients, online marketing, new patients,reviews, phone training, phone systems, dental marketing consultant, phone answering, front office management, front office
Why Don't We Just Answer The Phone?
Posted 9/12/2013 by Keaton Marks in "Own The Phone"   |  Comments: 0  |   Views: 3223
Why Don't We Just Answer The Phone?
Phone calls are offices most valuable new patients. You MUST answer the phone!Take a look at this photo above. We have taken all the phone calls for our 1,200+ offices to show you a significant trend of when the phone rings.Based on all of these calls, we have established:Very few calls come in...  Read More
Categories: dental marketing, dentist, front desk, phone training, phone systems, dental marketing consultant, dental marketing strategy, phone answering, patient pursuit, front office management

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