● Conservative, business suits only!
Phone
● Always smile when on the phone!
● Only let the phone ring max twice.
● Answering the phone
○ An example greeting, “Thank you for calling Next Generation Dental, your name speaking, how may I help you today?”
○ Ask, “Are you an existing patient or a new patient?”
○ Get patients name, first and last, their address, and insurance information.
● Take a log of every phone call, these will be reviewed at the end of the day.
● Call patients to remind them of appointments ahead of time.
○ An example, “Mr. / Mrs. Name, this is a courtesy phone call from Next Generation Dental to confirm your appointment on…
Appointments
● Types
○ Consultation (free)
○ Exam, cleaning and x ray
○ Emergency (always taken that day, ex. Any tooth pain, etc…)
● Each appointment is one hour long.
● Cancellation policy- must cancel 48 hours in advance / two business days, otherwise patients are charged a $100 fee.
● Check to see if a patient has a balance, if so they must pay.
● File a claim/bill with insurance company (if applicable) and give the patient a printed copy of this receipt.
All Patients
● Always greet a patient
○ Example, “hello, how are you Mr. / Mrs. Name?”
○ Have a smile and be friendly.
○ Present yourself.
○ Small talk, example “how was your trip? Did you find us easily? May I help you with your jacket or coat?
● Make them feel as comfortable as possible, offer a bottle of water, warm towel, and ask them if there is anything you can do to make their visit more enjoyable.
● Make sure files are complete, forms signed, copy of credit card and insurance information.
● For insurance, know the primary holder, their member id #, name, birthday, and social security #.
● After services get payment from patient.
● Say goodbye to patient, complement them, and smile!
○ Example, “We need more good people like you”, “How can we get more great patients like you?”
*1 patient brings in 3 new patients*
New Patients
● On the Phone
○ When first talking to a new patient, tell them that we love new patients and are excited about their business! (smile)
○ Ask them how they found out about us?
■ Internet, insurance company, friend, etc…
■ If it is through a friend, ask patients name, so we can personally thank them for this new contact with a letter and gift.
○ Ask why they are making the appointment? / Their purpose for
calling our office.
○ When a new patient makes an appointment, get their first and last
name, their address, phone number, and insurance information.
○ Mail a new patient a welcome letter, personally signed by you.
○ Also, send directions, to make it easier to find us when it comes time for their appointment.
● Arriving at the Office
○ Greet the patient (smile!)
○ For new patients get a photo id.
○ Ask how they will pay, and get a copy of a credit card for security purposes.
○ Have them read and fill out the forms. Get signatures – Don’t forget HIPPA form and Cancellation Policy form, these need to be signed!!!
● Tour of the Office
○ Give a tour of the office, this is time to brag about the office, letting them know they came to the right place!
○ Digitalized x-rays give off 90% less radiation than typical x-rays.
○ Intro oral camera, (developed by Kodak), shows the patient what we see inside their mouth!!
○ We use the best dental supplies, holistic practice, no mercury fillings.
○ All our water is filtered.
○ Use the highest standard of sterilization.
○ Offer bright smile, a laser whitening system.
○ Offer Invisalign, straightens teeth using aligners.
○ Open Monday thru Friday with Sunday hours!
○ Tell them about our great resource websitehttp://www.nxdental.com
○ Dr. Waltner, specialist in pediatric dentistry, has a great office and is wonderful with children!
● After the Visit
○ Send a follow up letter to the new patient (letter form is available, fill in patient info on computer and send), personally sign!!
Insurance
● Types
○ Direct reimbursement
○ No restrictions.
○ Can see any dentist.
○ PPO
● Have a list of dentists that give discounts.
○ HMO
● We do not take these plans.
○ UCR
● Fee for service.
○ Flexible Medical Spending Amount
● Given by a job, it is tax free money, it needs to be used by the end of the year otherwise the money is lost.
● Tell patients that they can use their FMSA at our office.
● Check Insurance
○ Before a patient’s appointment, check if they are eligible for service.
○ Call the insurance customer service rep.
○ Ask…
● Are they active?
● What’s their deductible?
● Maximum?
● How much have they used?
● What is covered, exam, cleaning, x-ray, etc?
○ Get benefits faxed to the office and put into patients file.
○ For orthodontic coverage make sure that each specific person is eligible.
Invisalign
● The invisible way to straighten teeth using aligners.
● Our office is an Invisalign Premier Provider. This means we have done over 300 cases (only .01% of certified dentists have accomplished this goal!)
● Process of Invisalign service
○ Consultation
○ Records
● Are: impressions, x-rays and pictures of your teeth and mouth.
● Cost around $350.
○ Invisalign records.
● Deals for Invisalign
○ Deal #1, One time opportunity, we will match your dollars up too $500, on that day only!
○ Deal #2, Find a friend for Invisalign and you and they will receive $100 off.
○ Deal #3, Free bleaching with Invisalign.
○ Deal #4, Free retainers with Invisalign.
● Payment for Invisalign
○ Down payment of $2000.
○ Offer Care Credit
● An in office financing, payment option.
● No interest financing on invisalign.
● We will pre-approve them on the spot.
● Carecredit.com (CC ware button on computer), click on pre-approval, submit new pre-approval if they accept offer, do this while patient is with doctor.