Sandy Roth
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From time to time there are things that happen in your practice that cause you more than the occasional heartburn and you aren't quite sure how to handle it. Give Sandy a call. She can help you sort it out.
800-848-8326
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Greetings!
Happy summer everyone. This month we are focusing on the challenges of managing the phone calls that come into the practice - your first and most important contact with patients. If you work at the "front desk", you know how frustrating it can be when you are interrupted by a phone call - especially when it isn't a patient-related call. In our feature article, Voice Mail and Phone Call Triage, we have some suggestions to help the process work better. And we also have some tips on what NOT to do.
Our second article, How NOT to Answer The Phone, we offer reminders for those who are responsible for picking up the phone and handling the call the right way.
And our last article will update you on a couple of programs that are getting started and offer you the opportunity to participate.
As always, we love to hear your feedback and suggestions for future articles. Send us your feedback here. |
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Voice Mail and Phone Call Triage
by MaryBeth Head and Sandy Roth
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The
telephone can be a valuable tool or a huge annoyance. We know it is an
essential element of the practice. After all, without a business phone, how
would prospective patients be able to find out about you, make an appointment,
and ask questions about treatment or payment? How would your vendors stay in
contact with you? How would you be able to clarify and confirm insurance
coverage? How might you follow up with business contacts or referrals? And how
would family members contact you or other staff members? OK. Certainly the Internet and cell
phones are becoming more important tools but let's agree that it will be quite
some time, if ever, before they replace the business phone as the primary means
of communication in the practice.
And
although the phone allows people to reach us easily, we can't control when they
choose to ring us. For those challenged with the task of handling all things
"front desk", it is always difficult to prioritize our attention between
answering the telephone and events that are occurring in the moment in the
practice. While the first choice is always to respond quickly, warmly and
professionally to each incoming patient call, there are times when this is
simply not possible. There are things you can do to more effectively triage
phone calls and make the most of those calls.
Read on
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How NOT to Answer The Phone
by MaryBeth Head
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I have had the pleasure of speaking with many of you
since I am very often the initial contact person when you call ProSynergy. I also have the opportunity to call
many of the practices we work with and I experience what a patient might
experience when they call. I have identified patterns as I place these calls
and here are my insights:
The person at the front desk is responsible for
answering the phone and you would likely agree that this is a
critically important role. This contact is a reflection of your practice and must represent the
values and image you display in every other aspect of your care.
People
come to the job of phone answering differently, and I've
experienced an array of responses and attitudes. I can determine a variety of things solely by the
way the phone is answered. I know instantly whether the receptionist is
distracted, harried, tired, angry, ready to welcome my call,
or ready to leave the office for the day. I also get clues
about how they perceive their job, their level of involvement in
the practice, and their level of commitment to their work.
A phone call almost always goes through three phases: a Greeting phase, Listening phase and Response phase. Here
are some of the things I experience and some suggestions on how better to work with callers.
Read on
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Upcoming Programs and Events | Teleconference Topic Menu  | Team Teleconference Workshops
In an effort to offer affordable one-on-one workshops, we are
offering Team Workshops via phone or Skype in the privacy of your
practice. These programs are one to three hours in length and can cover
a variety of subjects. Click here to download the menu of topics and
fees. Book your session by August 1st and receive $100 off.
Facilitator Study Club
A new group is forming now for this special one-of-a-kind study club. Check out the details here and contact us to sign up. Be one of the first five to respond and receive $300 off your yearly tuition.
Practice Transformation Masters Program Starting This Fall
A small group of 6 to 8 dentists will embark on a year-long program of learning that encompasses in-practice consultation, private one-on-one consultation with Sandy and group teleconferences. This comprehensive program requires no time away from the practice and helps dentists explore every aspect of their practice from a behavioral perspective. Click here to learn more and here to receive a prospectus by email.
Practice Visits and Consultation
There are still some choice dates open in the late summer and fall to book a private practice visit with Sandy. Give us a call to discuss your interest.
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Thank you for reading.
As always, keep us bookmarked as your primary resource for behavioral, relationship and communication skill-building in your practice.
Sandy Roth and MaryBeth Head
ProSynergy Dental Communications |
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