“Really?” was my reply “but the other patient coordinator is off today, I’m working along and I have two other calls on hold and a patient standing at my desk, you’ll have to wait, may I place you on hold?”
It never ceases to amaze me when a specialist office, which we refer to, calls when the patient is in the chair to request x-rays and they want them NOW. I always wonder; if getting the patient’s x-rays from the referring office is as important as the specialist office makes it seem why doesn’t their admin team check if the x-rays have arrived BEFORE the patient is in the chair?
One would think that simply reviewing their schedules two days out and calling any referring offices that didn’t previously send them, would be no brainer. A win/win for everyone as it must be stressful for those gals when I put them on hold to finish with my patient and answer those two other calls before I check for x-rays. I bet their doctor is standing over them breathing down their necks, waiting to start working on that patient in the chair!
Sometimes I think the simplest solutions are the hardest ones to see but I am guessing that these gals are just poorly trained. I know a ton of office managers and their admin teams from my Facebook group (The Dental Marketing Project) who run top notch, highly organized and efficient specialist offices; I know they have a better system for requesting x-rays than this. I wish we could refer to them.
So if you work admin for a specialist please take note and spread the word. If the general office that refers to you automatically sends you x-rays, keep them for at least 1 year. You know that it takes some people some time to work up the guts to call you for that extraction, if we send you X-rays in May and you don’t need to call us in June saying “you never sent the x-rays.”
We did send them, in May and it’s only July. You asked us to send the ASAP when we make referrals, so we can’t understand why you cannot save them. It would be so easy, just make some folders on your desktop. One for each Doctor who regularly refers to you, inside that main folder, you can make other folders using the patients name; put the x-rays that we automatically send you in the folder. Save them for one year, if the patient doesn’t call and schedule with you, right click and delete the folder. If you think that takes up too much space on your hard drive, buy a flash drive, their fairly inexpensive.
Please keep in mind that we’re busy too, we can’t just drop what we’re doing and get you that x-ray because you neglected to check if you had if before the patient was in the chair which should make you happy, because if we’re too busy to help you without a moment’s notice, that probably means more referrals for you!
With your success in mind,