Working with a profitability coach is an opportunity to improve your inter-office hand off and communication skills with all team members.
Have you ever watched a relay race and observed the precision and flow of each of the runners? The second fastest runner is placed at the opening of the race to get the team off to a good start and the fastest runner, or anchor, is placed at the end of the race. It’s their responsibility to bring it home and win the race. As part of the relay race, runners must pass the baton at designated places on the track. If one runner doesn’t know how to proper pace or hand off the baton, the team falls behind in the race. This then puts pressure on the fastest runner to catch up as they finish the race. Winning requires an optimized system and level of precision that can only be developed with practice and communication.
In what ways are the team members of the relay race like the team members in a dental practice? It starts with the presentation from the dentist, which is like the lead leg that sets the pace for the race. The dentist sets the lead by having a clear treatment plan with available options for treatment and a clear diagnosis, so team members know why the treatment is recommended. The second leg of the race is run by the clinical support team—dental assistants and hygienists. They take the doctor’s lead, support the treatment recommendations, and help the patient understand why the treatment is needed while answering any questions or concerns that are raised. This team is then responsible to relay the plans and conversations they’ve had with the patient to the admin team at the front desk so that they can take the final leg of the process—answering any administrative or financial concerns, scheduling next appointments, and collecting payments. Without this critical hand off, the admin team would be left in the dark, not having any understanding of what was discussed in the treatment room. This would make it difficult for them to then complete the patient’s visit with good results. A proper handoff here will result in excellent customer service and better case acceptance.
A poor handoff will result in a missed opportunity to build trust and patients possibly not moving forward with recommended treatment. A well-trained, practiced, and well-organized team will have smooth handoffs that will result in a win-win situation for the practice and the patient.
As Dentrix Profitability Coaches with Henry Schein One, it is our goal to help offices develop and practice systems to make “passing the baton” between team members a seamless process. One way to do this is by taking a closer look at practice data during a free practice assessment. When you work with a profitability coach, together you can review your Dentrix Practice Advisor Report and identify opportunities to improve your profitability. This free practice assessment will also provide you with recommendations for building an action plan to deliver fast results. You will also discuss general profitability boosting strategies for improving monthly collections, growing your patient base, increasing productivity, and working together as a team.
Working with a profitability coach is an opportunity to practice your handoff and communication with all team members. You are only as strong as your weakest team members. Practice makes perfect!
Learn More
Get a free 30-minute Practice Advisor assessment to learn the next steps to increase your profitability. Visit https://www.dentrix.com/promotions/freepaassessment.
If you found these ideas helpful, you may be interested in learning more about the Dentrix Profitability Coaching Program, where these, and many other great concepts, strategies and ideas are taught to you and your team by one of our highly skilled and experienced profitability coaches.
By Ginger Wills, Henry Schein One Practice Consultant
