Initial New Patient Call

MOUNTAIN VIEW DENTAL (MVD)
OPERATIONS MANUAL

SECTION II

Essential daily operations for handling NEW PATIENTS, FINANCIAL MATTERS, and HYGIENE RE-CARE that require constant updating to reflect current MVD policies and operations. Below are about 22 different operations conveniently laid out in a Table of Contents. Attachments, illustrations and scripts accompany descriptions.

Contents

D- THE NEW PATIENT GREEN LIGHT CASE ACCEPTANCE TM

D1. New Patient Tour

D2. New Patient Orientation Packet

D3. Value Building PowerScripts

D4. Office Decor

Office Improvement Checklist

D5. Greenlight Case Presentation Guidelines

E. FINANCIAL – IMMEDIATE COLLECTIONS PROCESSTM

E1. The Four Financial Options —Scripts for Objections

E2. Financial Worksheet—Payment Options Form

Financial Agreement

E3. Outside Financing

E4. Year End Insurance Letter / New Year Letter

Sample Year-End Insurance Letter

Sample New-Year Insurance Letter

E5. Insurance Checklist

Patient Insurance Checklist

E6. Financial Management of Emergency Patients

E7. Collection Calls

E8. Collection Letters

E9. Collections Timeline

F – HYGIENE - RE-CARE - HYGIENE MAXIMIZERTM

F1. Hygiene Brochure

Fact Sheet

F2. Walkout Statements

F3. Renaming Services

F4. Reminder Card

F5. Pre-Appoint System

F6. Overdue Patients

F7. Chart Audits

F8. Periodontal Management Program

THE END

D-THE NEW PATIENT GREEN LIGHT CASE ACCEPTANCETM

D1. New Patient Tour

Back totable ofContents

Position(s) Responsible (Who):

Front Desk Coordinator and/or Dental Assistant

Purpose (Why):

To promote the benefits of the practice, making the new patient comfortable with the environment and letting the new patient know what to expect.

Timing and/or Frequency (When):

With each new patient.

Procedure (What & How):

When the patient enters, FDC will explain about the reception area, then as the Dental Assistant brings the new patient to the operatory take the time to show the patient the following areas:

1)Sterilization Area (provided it is neat, clean & in order)

2)Treatment Area

3)X-rays

4)Restrooms

Recommended Scripts:

Reception Area

FDC:I am sure you know that this is our reception area. We have refreshments

available please help yourself.

Sterilization Area

DA:This is our sterilization area. Patients safety is our highest priority. We

exceed all safety guidelines.

Treatment Area

DA:We’ve designed our treatment area with patient comfort in mind. This is

our intra oral camera, it allows us to get a close up images of your teeth to

make an in depth diagnosis. We also have an air abrasion unit, which

allows us to perform many dental procedures without discomfort.

X-rays

DA:This is our diagnostic area where we take X-rays.

Restrooms

DA:The restrooms are her and there is another near the front door. They are

fully stocked with toothpaste and toothbrushes for our patients

convenience.

Completion of Tour

DA:Do you have any questions?

Related Attachments:

None

Back to tableofContents

D2. New Patient Orientation Packet

Position(s) Responsible (Who):

Dental Assistant

Purpose (Why):

Promotes confidence, education, caring and security in the practice

Timing and/or Frequency (When):

Handed out to all new patients during their first visit.

Procedure (What & How):

Packet of information including: Doctor Biography, Services, Technology, Emergency Info, and Financial Options, Practice Philosophy.

Usually handed to the new patient after the tour. Can be used as a topic of conversation if the Dr. is running a little behind.

Recommended Scripts:

DA:Mrs. Jones, here’s a packet of information for you. It covers different

aspects of our practice, including hours of operation, what to do in-case of

an emergency, and other helpful information. If you have any additional

questions, please let me know.

Related Attachments:

New Patient Orientation Packet

Back to table of Contents

D3. Value Building PowerScripts

Position(s) Responsible (Who):

Entire staff and doctor

Purpose (Why):

Increases trust

Helps build the relationship

Improves Case Acceptance

Timing and/or Frequency (When):

At every possible opportunity

Procedure (What & How):

Use positive motivating statements to build the value of the practice, doctor and treatment.

Emphasize the benefits of the services over the technical aspects.

Emphasize what is important to the patient. (WIIFM – What’s In It For Me!)

Emphasize the doctor’s skill and expertise.

Recommended Scripts:

Building Value for the Procedure

Ms. Jones, provided you to keep your regularly scheduled re-care appointments and practice good oral hygiene, your implant should last for years.

With these veneers, your smile will be beautiful.

It is our goal to make our patients as comfortable as possible.

Other patients have said that the doctor gives painless shots.

Early morning appointments make it easier for patients who need extensive dental care. It also makes it possible for us to follow-up with our patients later that day to check on their comfort and answer any questions.

Building Value for the Doctor

Dr. Smith’s patient are always so pleased with the result of their treatment that they refer other patients.

Dr. Smith always provides the highest level of care to our patients. I could not imagine working for any other dentist.

Dr. Smith is an advocate of continuing education. He regularly attends classes to stay current on the latest techniques and technology.

Related Attachments:

None

Back to table of Contents

D4. Office Decor

Position(s) Responsible (Who):

Office Manager oversees

Rotating staff members do walk-throughs

Purpose (Why):

The office décor can convey what we want the patient’s perception of the practice to be.

Timing and/or Frequency (When):

Update reception area every 5 years

Do walk through monthly

Procedure (What & How):

Have a different staff member walk through the office monthly, looking at all things the patient will see when they are in the office. Note any clutter, office barriers to the patient, sit in the operatories, look through reading material, etc. Essentially, this person will evaluate what the patient encounters while at our office.

Office Manager will meet with person to receive information from the walk through.

Office Manger will assign duties to staff as needed.

Recommended Scripts:

None

Related Attachments:

Office checklist

Back to table of Contents

Office Improvement Checklist

Exterior

 Not accessible to disabled clients

 Not easily accessible for elderly clients

 Sign not visible from street

 Paint in poor condition/siding in poor condition

 Landscaping in poor condition (i.e. lawn, bushes, flowerbeds, etc.)

 Railings, steps in poor condition

 Parking not adequate

 Distance from parking area to office too great

 Parking area in poor condition (i.e. potholes, large cracks, etc.)

 Windows cracked

 Windowsills in poor condition

Entrance Area

 Doors in poor cosmetic condition

 Doors do not open and close with ease

 Poorly lit corridors or hallways

 No welcome sign

 Throw rugs and carpets in poor condition

 Coat area in poor condition

 Missing or broken hooks/hangers

 Walls in poor condition

 Not enough space to hang coats during peak hours

 Exposed floors in poor condition

Reception Area

 No place to set personal belongings when scheduling appointments

 Poor lighting

 Desk/counter too high for shorter patients

 Chair in poor condition

 Chairs uncomfortable

 Tables in poor condition

 Carpeting in poor condition

 Seating hard to get into and out of

 No accommodations for disabled

 Lighting poor, too sterile or too bright

 Cold, clinical atmosphere

 Old, tattered reading material in poor condition

 Limited selection of reading material/no variety in reading material

 Dead or dying plants

 Wallpaper/paint in poor condition

Restrooms

 Fixtures in poor cosmetic shape

 Fixtures in poor working condition

 Restroom too small/cramped

 Mirrors too high/not usable

 Sink too high

 Toilet too low

 Not accessible for disabled clients

 Not easily accessible for elderly clients

 Soap dispenser in poor condition

 Paper dispensers in poor condition (for toilet paper, paper towels)

 Poor lighting

 Walls in need of re-papering/repainting

 Floor in poor condition

 No hooks/hangers available

Back to table of Contents

D5. Greenlight Case Presentation Guidelines

Position(s) Responsible (Who):

Hygienist and Doctor

Purpose (Why):

• To provide guidelines so that all staff members are presenting treatment based on the practice philosophy.
• To educate and inform the patient of the options available.
• To build a strong relationship with the patient thereby improving Case Acceptance.
• To have guidelines in place, in order for staff (hygiene - assistant- front desk) to educate patients on treatment and options available.

Timing and/or Frequency (When):

At every hygiene maintenance visit, based on each individual patient needs

Procedure (What & How):

Each patient will be evaluated and advised as to the appropriate steps for proper dental hygiene care. If the patient needs additional treatment the hygienist will review the case with the doctor. During the doctors exam he/she will inform the patient of any additional treatment needed and briefly discuss the treatment with the patient. The financial coordinator will be included in this conversation to discuss financial options. Schedule the next appointment before the patient leaves the office. 80% of the hygienist’s time should be spent educating and motivating the patient; 20% of the time is social chatting and relationship building.

Recommended Scripts:

Patient: This is extremely expensive.

Hygienist: The crown really is the most optimal choice of treatment. It will protect the tooth from further damage and will provide you with the most function and comfort. In addition, in order to provide you with the best possible care, we have the latest materials, technology and training. Our fees reflect that expertise. I know you will be thrilled with the results, as so many of our patients have been.

Related Attachments:

None

Back to table of Contents

E. FINANCIAL –
IMMEDIATECOLLECTIONS PROCESSTM

E1. The Four Financial Options
—Scripts for Objections

Also see PowerScriptTMBox “Objections” for more scripts [view] [Edit]

Position(s) Responsible (Who):

Financial Coordinator

Purpose (Why):

It is beneficial to the practice to have scripts available when objections arise during the Financial Presentation.

Timing and/or Frequency (When):

As needed

Procedure (What & How):

Let patient finish their thought. DO not react negatively.

Recommended Scripts:

Also see PowerScriptTMBox for more scripts [view] [Edit]

Possible Objections:

Objection: I don’t think I can come up with that much money right now.

Answer: That’s no problem. We also accept Visa or MasterCard. If that does not work, then We also offer convenient monthly payments. I have some simple paperwork that you could fill out now for the company that provides that service.

Objection: I’ll have to see if my insurance will cover that.

Answer: We are committed to maximizing your insurance and we estimate that approximately $X will be covered.

Objection: I’ll have to talk to my spouse about that.

Answer: I would be happy to schedule an appointment when both you and your spouse can come back to answer any additional questions you have.

Objection: I’ve lived with that problem for the last 5 years, and it’ll just have to wait a little longer.

Answer: Mr. Smith, I know that Dr. Jones was concerned about your tooth and didn’t want to delay treatment to avoid the situation becoming more serious. Why don’t we go ahead and get you scheduled.

Objection: That seems awfully expensive. My neighbor just had that procedure for a lot less.

Answer: I’m not sure how expensive your neighbor’s treatment was. Dr. Jones explained the entire range of services we will deliver and we feel ours are in line with the quality of care that we provide.

Related Attachments:

None

Back to table of Contents

E2. Financial Worksheet—Payment Options Form

Position(s) Responsible (Who):

Financial Coordinator

Purpose (Why):

To properly communicate our payment options and financial responsibility to the patient in order to find the payment option for them.

Timing and/or Frequency (When):

After consultation with Dr.

Procedure (What & How):

After the patient’s consultation with the doctor, review the payment options with the patient. Refer to “dollars” only when referring to a patient benefit.

The financial presentation should be done in a private location, so the patient feels comfortable talking about their financial situation.

Recommended Scripts:

Financial Coordinator: Mrs. Smith, I’m glad that you’re going to undergo treatment. I know many other patients who have had this treatment performed, and they are elated with the results. As Dr. Stone told you, the fee for this treatment is 1,000. Do you have any questions about the procedures involved?

Patient: No, Dr. Stone explained everything to me very clearly.

Financial Coordinator: Dr. Stone asked me to go over payment options with you. We want to make payment as comfortable as possible. Many of our patients take advantage of our five percent immediate payment courtesy for payment in full with cash or check at the first visit. This means that you need to pay 950 when we start treatment. If you take advantage of this offer, you can save $50!

Related Attachments: [View] and [Edit] these on the PDF financial letters page.

Payment Options Menu

Financial Agreement

Financial Agreement

The treatment described and explained is listed in detail on the treatment plan dated ___/___/___.

Financial arrangements are being made specifically for the following treatment:

___Full treatment plan of date listed above___Quadrant (specify ______)

___Limited plan (specify exact treatment): ______

Total fee for the treatment above:$ ______

Estimate* of insurance portion (if applicable):$ ______

Total amount due from patient: $ ______

*Insurance patients please note: As described on page one, the total fee charged is your obligation. Once your insurance has paid, any difference is due and payable by you. If your insurance carrier has not paid within 45 days following a claim, the entire balance is due and payable at that time.

Please place a checkmark () next to the plan you are choosing:

I understand my financial options and obligations as described above and on page one. I understand that 48 hours notice is required for schedule changes and that balances of 45 days are my responsibility. The treatment plan has been explained to me, and I have agreed to the terms as listed. This financial proposal must be accepted within 30 days from the below date.

______

Patient\Guarantor Signature Date Staff member Signature

[View] and [Edit] this on the PDF financial letters page.

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[View] and [Edit] these on the PDF financial letters page.

Back to table of Contents

E3. Outside Financing

Also see Script #4&5 “Third Party” in the PowerSriptsTM Box. [View][Edit]

Position(s) Responsible (Who):

Financial Coordinator

Purpose (Why):

To offer patients a payment option that fits into their budget and makes dental treatment affordable.

To assist with patients who have balances on their account. If a patient is having difficulty paying off their balance, outside financing can help them reduce their monthly costs.

Timing and/or Frequency (When):

As needed – during financial presentation

If a patient is overdue with payment.

Procedure (What & How):

Financial Coordinator discusses details of the outside financing

Patient fills out paperwork and applies for credit – office can assist.

Patient is notified if approved and may begin treatment.

If patient is not approved, financial coordinator works with patient to find another alternative.

Recommended Scripts:

Patient:Don’t you offer some sort of payment plan?

Financial Coordinator:For payment plans, we work with a company called Care

Credit. This would require you to complete some simple

paperwork. You can do that now, in the privacy of my

office. If you pay for the treatment in the 12-month time

frame we have arranged, there will be no interest charged

to you if you are approved for credit.

Patient:You mean I won’t be making payments directly to your

office? I’ve always done that in the past.

Financial Coordinator:You will receive paperwork from Care Credit, and you’ll

pay them directly. This allows for greater flexibility than

our accountant can offer, and makes comfortable, no-

interest monthly payments possible. This has been a

wonderful option for many of our patients. They’ve been

able to receive all necessary dental treatment and have it

completed in a shorter amount of time – yet still stay within

their budgets. I know that you’ll be just as satisfied.

Patient: Well, I do want to undergo treatment. If you recommend

this payment option and believe it has worked well, I’ll

complete the forms.

Related Attachments:

Care Credit information

Care Credit application

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E4. Year End Insurance Letter / New Year Letter

Position(s) Responsible (Who):

Financial Coordinator/Scheduling Coordinator

Purpose (Why):

To remind patients to maximize their insurance benefits at the end of the year.

Timing and/or Frequency (When):

September, yearly

Procedure (What & How):