New Patient Coordinator – why have one?

    There are 4 levels of dental health:

            Pain relief

            Disease control (perio and tooth decay)

            Strength and function

            Beauty and attractiveness

    There are 4 barriers to dental care:

            Fear

            Time

            Cost

            Uncertainty

    You are the guide

The New Patient Coordinator is a position intended to help a patient overcome these barriers to achieve the highest level of dental health they desire and deserve.

Accountabilities:  Percentage of treatment plans accepted, Percentage of NP appointing for care, Dollar value of accepted Tx Plans.

    You build relationships

Patient acceptance is built on trust.

Trust is built on friendship.

Friendship is built on contact.

You are the practice’s contact point to New Patients

    Four Players in the New Patient Experience

           You (New Patient Coordinator)

            Diagnostic Coordinator (assistant responsible for diagnostic records)

            Doctor

            Hygienist (if available)

New Patients – where do they come from?

New patients can be gained by three main channels, each with its own technology, each with its own cost:

1)      Purchasing them from a retiring dentist (yields a measurable return on the money invested)

2)      Attracting them by some form of advertising (yields a measurable return on the cost incurred)

3)      Gaining referrals from current patients (yields a measurable return on the EQUITY the owner has in a dental practice)

 

NO WAY IS BETTER, ALL HAVE THEIR PLACE

NO WAY IS FREE, ALL HAVE THEIR COST

All involve MAXIMIZING the return on invested money.

The ability to MAXIMIZE the return on our investments determines our economic future.

THAT'S WHAT THE NEW PATIENT COORDINATOR DOES

Our Advertising Budget

We spend approximately 10% of our ongoing revenue for advertising.  For every $1,000 in patient revenue, we spend $100.

    

Pre-Visit Contacts

    First Contact

Receptionist MUST ask for a phone number where the patient can be reached in the next hour, and start a New Patient Telephone slip.  

Hand off to NPC if possible, handle it yourself if possible.

As last resort..... have NPC call back.

    Telephone Interview

Use the Telephone Interview Sheet.

    Welcome Packet

Welcome letter

Pull up and customize Welcome Package Cover Letter

Print to HP 940c Printer from the “Pit” computer

Health History and Patient Registration materials

          Patient Registration and History Forms.pdf

          IC_COE.pdf

Menu of Dental Services

Articles and Reprints

 Bakersfield Mag reprint

 Website reprints, etc. as appropriate from conversation.

Other package materials:

Dental Factsheet.pdf

Notice of privacy policy.pdf

Insurance Information

Start a Request for Insurance Information.pdf sheet.

Follow-up to make sure you get the required information before Treatment Planning

Office Reception

    Office Tour and Team Introduction

Restrooms

Clinical areas and introduction to Doctors and other team members

Lab

Supply and Sterilization

End up in Consult Room

New Patient Consultation

    Cup of coffee, juice, etc.

Ask and record preference for future consult visit

    Review of phone interview

To establish that you were listening and that you are the same person.  

New Patient Telephone Information Sheet.pdf

    Review of registration and medical and dental history materials

Patient Registration and History Forms.pdf

    NP Interview

Our objective is to take the time not only to find out what the patients clinical needs are, but also there desires.  Dentistry is a very progressive field and today the possibilities are unlimited!   There is only one way to know what the patient wants and that is to ASK.  The more questions WE ask the better we can develop a treatment plan that works and is accepted. Ask questions that plant the seed for education. Ask questions that spark an interest in something they’ve never thought about before.   Remember when you ask a question….you must LISTEN.  Utilize your listening skills. 

NP Interview Sheet.

COE Script and Pre-frame

Introduction to Four levels of dental health

Three threats CAESY video (solution later)

          COE Pre-frame Script Sheet.pdf

What questions do you have about this?

Move to Clinical Arena

Examination

    New Patient Coordinator and Diagnostic Coordinator

Extra-oral digital photo series

These are NOW as important as X-rays

For all digital photos:

Make sure there is adequate light to focus, the flash will even out the lighting.

Make sure to level the camera with their face, and line of teeth.

 Upon entering the operatory, take these photos with the patient standing:

Turn on the camera and flash, check batteries!  

Set program to "P" 

 then stand about 6 feet away to allow proper focus.

Turn camera on end, and look through the eyepiece, and ask the patient to “smile to show your teeth”

Press half-way on shutter button, to auto-focus.

Press the rest of the way down.

 profiles are useful also, please

take a profile with the patient biting on cotton rolls, if vertical is collapsed.

 

Now switch to mode "Av"  and move in to get a closer view of the smile.

   

Centered                                  Lips at rest, slightly separated

 

Right Side                                             Left side

   

Now, seat the patient, and apply lip retractors (for all remaining pictures)

  First shot is full mouth, closed together.

      

  Now, slightly open to highlight the incisal edges   

              

Measure "Shimbashi" from gingival margin of the upper with a perio probe.

Now take a shade match photo.

Now the hard part:

Patient holds the retractors

Diagnostic Coordinator blows gentle air stream (from a few inches away)

New Patient Coordinator takes the picture (or change roles if you wish)

Also take the lower arch – same way

 

Now finally, stand closer yet and get pictures of each quadrant (again in the mirror)

FMX series

Take FMX as usual.

Dr. Exam       

Doctor exam CANNOT start without an assistant to note.

Introduce the doctor, and give an introductory summary from the information you have gathered at the phone and n.p. interviews.

While in the operatory as the staff member is introducing you, listen to what she has found out about the patient.  From there, take the baton and run further or deeper with your inquiries.  

Forms/Admin Forms/COE Interview Sheet.pdf

Forms/Clinical Forms/CR_COE_green.pdf

Hygienist and Diagnostic Coordinator

            Upon turn-over, doctor to brief hygienist about perio findings, and general treatment goals.  

            This is adding to the report you got when you were introduced.  

            Hygienist to confirm periodontal treatment plan.

            If hygienist is not available, doctor will finish exam and New Patient Coordinator can take it from there.

Periodontal consultation and enrollment

Diagnostic Coordinator

        Make study model impressions after the perio program has been enrolled and the patient has been scheduled for her first perio treatment and consultation.  After you are done, you may assist the patient with clean up, and dismiss her.

 

Go to New Patient Coordinator Part II

Go to New Patient Coordinator Part I Quiz