“There is no time to take care of the business, we have patients to see.” “There is no time to manage the team, we have patients to see.” “There is no time for a lunch break, there are patients to see.”
While it is fabulous that you are so busy because there are so many patients to see, do you know what is happening behind the scenes? Without running reports and checking the books, how do you know if you are making any money or just paying the bills? It is delightful to be busy, but your office needs to be productive. Do you fill up your schedule with a bunch of light production procedures, work your butt off seeing all those patients, only to find at the end of the day that you produced diddly squat?
If you find that this is the case in your office, you need to take a long hard look at your policies and systems. How are you scheduling your patients? Do the patients run the schedule, telling you when they want to come in? Do you hear the super nice and people pleasing receptionist control the schedule or just say “do you want to pay today?”
As the Doctor or the Office Manager, YOU set the flow for your office. You must inspect what you expect, or it will all go astray. While it is true that you get busy and have way too much to do, this must be a priority if you want to succeed.
Do you know if your entire team knows how to answer the phone? Even the Hygienist’s should know how and have training, so that when they walk by and the phone is ringing to pay attention and check to see if the front desk needs any help. It’s easy for them to say (or think) “that’s not my job” unless you tell them that it is. Get them some training, you will be glad that you did.
There are many great training programs out there to use to train your team. I like to listen, read and particpate in them all! But… you have to start somewhere. I recommend you start with training your team to answer the phone and handle new patients calls first. If your team in unwittingly chasing away new patients on the phone, your schedule will NEVER be filled. Click here to find out how you can save money and train your team!
With your success in mind,