Receptionist Training Videos

Transcription

1 Receptionist Training Videos I. Reception Organization & Management o Purpose of the Receptionist o Bad Etiquette o Introduction to HIPAA o Handling Walk-in Salespeople o Handling Walk-in Patients Telephone Skills & Etiquette o Phone Training o How to Take a Good Message o Excellent Telephone Skills o Lunches and Phone Coverage o Dental Emergencies o Patients Asking for X-Rays o How to Handle Phones in Front of Patients Customer Service o Conversations with Patients o Waiting o Handling Late Patients o How to Handle Disgruntled Patients o How to Hand Off Clients o Efficiently Handling the Check Out Process o Asking for Referrals New Patient Calls o Answering New Patient Calls o Getting New Patients Scheduled in 48 Hours o New Patient Interview o Answering PPO Questions o Second Opinion and Shoppers V. New Patient Appointment o Make a Good First Impression o New Patient Visit o Entering New Patient Information o New Patient Information How to be Efficient o Picking the Right Insurance for a New Patient Introduction to Dental o The Right Amount of Communication o Diagnostic / Preventative o Restorative o Missing Teeth o Perio-Gum Disease o Tips for New Employees

2 Scheduling Training Videos I. Understanding Scheduling o Dental Office Scheduling o Know Your Scheduling Policy o What is Block Scheduling? o Putting Blocks into the Schedule o Effective Scheduling for Doctor & Hygienist o Monthly Goal and Scheduling o Using QuickFill Effectively How to Get Patients to Schedule o Importance of Hand Offs to Scheduler to Get Patient to Schedule o Getting Patient to Schedule Next Appointment o Getting Patients to Schedule Six Months o Importance of Pre-Booking o How to Offer an Appointment o Handling Scheduling Issues o Doctor Schedule vs. Hygiene Schedule How to Handle Cancellations o How to Handle Cancellations o Cancellation Phone Calls o Using Confirmation Calls to Fill Schedule o Steps to Fill Last Minute Cancellations o Last Minute Hygiene Cancellations & No Shows o Dealing with Cancellations o Asking for Referrals Confirming Appointments o Confirmation Calls o Confirmation Calls with Patient Response o Next Day Review o Next Day Reviewer o Shake the Flakes o Confirming Suggestions & Resources V. Productive Scheduling for the Doctor o Basics of How to Build a Productive Schedule o Block Scheduling for a Productive Doctor o Time Study o Filling Openings in the Schedule o Scheduling Outstanding Treatment o Red Flags in the Doctor s Schedule Building an Efficient Hygiene Schedule o Hygiene Scheduling o Overdue Recare Calls o Duties of a Hygiene Coordinator o Confirming Hygiene Appointments o Periodontal Overview o Tips to Keep Hygiene Full

3 Treatment Coordinator Training Videos I. Consultations o Purpose of the Treatment Coordinator o What Doctors Look for in a Treatment Coordinator o The Importance of Consultations o How to Do Consultations Chairside o Handling Patient s Questions in Consultations o Can t it Wait? Treatment Planning o Preparing for a Consultations / Treatment Plan Presentation o Treatment Coordinator Helping with Questions in Consultations o Helping Patients from First Call to Treatment Presentation o Dealing with a Patient Who Wants to do Partial Treatment Discussing Money o Asking the Patient to Pay o Being Prepared to Collect a Patient Balance o Emergency Appointment: Discussing Money Prior to Treatment o Getting Patients Closed for Treatment and Finances Patient Acceptance o Patients Need to Understand Their Treatment Plan o Why Front Desk Consults Don t Work o Case Acceptance Interview with Doctors o Post Op Calls V. Insurance Discussion o Calculating Dental Insurance Benefits o I am Only Doing What the Insurance Covers o How to Handle the Insurance Focused Patient o Looking Ahead to Avoid Insurance Issues o Communicating with Patients about Insurance and Financial Obligations Unscheduled Treatment o Outstanding Treatment Plan Meeting o Follow Up Treatment Plan Calls o Following Up on Unscheduled Treatment

4 Financial Coordinator Training Videos I. Understanding Insurance o Responsibilities of the Financial Coordinator o Duties of the Financial Coordinator o How Dental Codes Work o Insurance Terms o Benefit Breakdown Form o Understanding Insurance Claims Dealing with Insurance o Understanding Employer versus Insurance Company o Coverage Book o Fee Schedule versus Coverage Book o Matching the Correct Patient with the Correct EOB/Payment o Sending Narratives and Additional Information o Tips for Entering Insurance Checks Patient Accounts o Purpose of the Financial Insurance Position o Figuring Out Patient Balances Patient Did Not Pay Last Time o Explaining a Balance to a Patient o Account Balances The Importance of Notes o Breaking Down the Patient s Account o Family Account Billing Issues Billing Insurance o Filing Insurance Claims o Narratives versus Appeals o Steps for Entering Insurance Payments o Explanation of Benefits (EOB) o Important Tips for Entering Insurance Checks o Entering Insurance Checks V. Billing Patients o Balancing Patient Accounts o Handling Patient Balances Effectively o Handling and Discussing Account Balances Outstanding Insurance o Insurance Claims The Importance of Notes and How to Use Them o Outstanding Insurance Claims o Tips for Calling on Outstanding Insurance Claims o How to Avoid Outstanding Insurance Claims o Tips to Get Insurance Claims Paid

5 Office Manager Training Videos I. Office Manager Job Duties o Office Manager Responsibilities o Writing a Good Job Advertisement o Reading Resumes o Phone Interview o Interviewing o Interview Management Style o First Week on the Job Doctor Expectations o What is the Doctor Looking for in an Office Manager? o Understanding the Doctor o Dealing with Staff Issues with Tony Hatch o Tracking Against Goals o Raising Fees o Office Security Staff Management o Outline for Staff Meeting o The Importance of Staff Training o Training Employees o Counseling an Employee o Setting the Tone for the Office o Staff Issues o Managing Overdue Recare & Outstanding Treatment Calls Patient Control o Morning Huddle o Morning Schedule Review o Handling Patient Complaints o Cancellation Policy o Insurance Renewal o Scheduling Policies V. Team Building o Charity Events o Team Building Incentives o Bonuses and Games o Implementing Change o Handling Gossip in the Office