Posts Tagged ‘Dental Office Managers Appreciation Month’
The Many “Hats” Your Business Office Team Wears
August 10th, 2010 at 7:03 am by Livvie
August has been designated Dental Office Managers Appreciation Month by the American Association of Dental Office Managers (AADOM). A sincere “Thank You” to all Dental Office Managers and front desk teams, I truly appreciate YOU!!
Having been in the dental profession – in the business office - around 30 years, I thought I’d give you a glimpse into our day. So on a lighter note let’s talk about hats! I’m talking about the MANY different hats the business team wears as we travel through our day!
***(1) Turban: Because….You’re a Mind Reader!
~“You sent my insurance to the wrong carrier. I know I hadn’t been in to see you in quite sometime….I’d changed jobs 3 times… and I gave you the wrong insurance card…. but that’s immaterial… YOU should have…. known who my insurance carrier was!”
*** (2) Wizard’s Magic Wand: Because….You’re an Absolute Scheduling Wizard!
~“I realize I am a few minutes late, 35 minutes to be exact, but I was going right be the Dry Cleaners, so I popped in there to drop off my cleaning. I knew it wouldn’t matter, after all It’s “just a CLEANING appointment”!
~ “Oh come on now, your schedule can’t be that full, all I need to do is just run in, let him take a quick look and zip right out. It won’t take…. 5 minutes!”
~“I just spoke to your hygiene coordinator, I told her I wanted to see VICKY, it has to be a Wednesday….no earlier than 4:15 ….and my insurance runs out in 3 weeks. I mean how much more flexible can I be? I gave her a date, a time and a hygienist?? Come on work with me here!??”
- You’ve heard of a MALOX moment? Well…. this is a METAMUSL MOMENT! You just want to say….“Mr or Ms PAYNE take some Metamusl and loosen up!”
*** (3) Top Hat: Because…You’re A Magician ~You make it ALL work out!
~Dr InRoll-em walks the patient to the front desk and says: ….Livvie, I looked at tomorrows schedule and saw that 30 minute open spot at 10:30. John is going to come back for that little MODFL on # 2 …..AND we’ll just go ahead and do those other two restorations he needs on #3 and #4 since we will be right there….. Oh John, I see you are overdue for your cleaning, but our hygiene schedule is full tomorrow… Oh well, while you are getting numb, why don’t we just clean your teeth and take that panorex and that way, John, you won’t have to make but one trip!! That will work just fine in that 30 min spot!!
~Dr Bring-em-in …..What? We have an emergency NEW patient on the phone? Well sure…..tell them to come right on over ….What? Sure we can take a look at the neighbor that’s bringing them, not a problem….. Lunch? Not a problem either…we’ll just work right on through…..
** ALL TEAM MEMBERS ARE MAGICIANS….YOU ALL WORK MAGIC !
*** (4) Construction Helmet: Because…You’re Constantly Building Relationships!
Emotions are everywhere….Moods and Attitudes! I ‘m the one the patient talks to first and it’s my smiling face that they see when they walk in, so….let me get this straight… No matter how frustrating MY day is…I still need to be able to build those bridges to better relationships?!!
*** (5) Fireman’s Helmet: Because….You Put Out Fires All Day Long!
Sniff Sniff……Does it smell like smoke to you… Well, no need to worry, I do this every day. You see its up to me to put out the fire when:
- A Patient Cancels at the last minute
- The Patients shows up 20 Minutes Late and we Reschedule
- The Patients Insurance check is late or didn’t pay as expected
- The Patient says “My insurance company said your fees are too high
NOTE: ***I have yet to have a patient call me and say “My insurance company said THEIR R & C fees are TOO LOW!”
- Its up to your front desk people to keep the flames down…I know it it gets hot in the Treatment Rooms….But try calming down some of the patients on the phone or at check out….. By the end of the day not only are you exhausted and feeling a little singed…..You’re also starting to think about HAZARDOUS DUTY PAY…..
*** (6) Combat Helmet: Because….Sometimes it’s like a Combat Zone
- Whew…I feel like I’ve been dodging bullets since I got here
- Insurance claims were mis-filed and statements went out late
- Patients are calling angry because their insurance should have covered their last procedures
- Production is DOWN….. Broken Appointments are UP
- Collections are OFF….. And the PRESSURE is ON! (Sound Familiar? )
*** (7) Bunny Ears: Because….. (This is My Favorite!)
“Wow…
- I’ve put out the fire with that account call,
- I worked out scheduling that big case,
- Smoothed that conversation with Mr. Payne and
- Insurance is reconsidering Ms. Diamonds case….Whew! ….~ OOPS there goes my phone again!…
With your EARS on…COME WHAT MAY…….You just keep going and going and going!
How about it dental team, how many of these “hats” have you worn? Do you have a favorite Metamusl moment to share or a “hat” I’ve missed, I’d like to hear about it.
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Tags: dental front desk, Dental Office Managers Appreciation Month, Livvie Matthews | 
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