VBS - Regina 2 

Problem Summary

  • “I consider myself a pretty good manager, but I’m tired of dealing with the interpersonal problems with the front desk staff. Rather than just doing their jobs, one will avoid doing something because the other one didn’t do it the last time.”
  • “So, what kinds of jobs don’t get done, Doctor?”
  • “Unfortunately, the jobs that produce revenue are the ones that don’t get done. Appointments don’t get confirmed and re-care calls don’t get made.”

Analysis

  • “What do you see as the primary problem, Doctor?”
  • “It’s simple really. Unless I ride herd every day on them, the front desk staff won’t make the outbound calls. New patient referrals from existing patients is great, so I do OK, but it just kills me that we let existing patients fall through the cracks because we don’t verify appointments, try to re-schedule cancellations, and sit around and wait for re-care patients to call us.”
  • There are a couple of management truisms that fit this case:
  • Responsibility without accountability is a disaster waiting to happen. In this scenario, the dentist has been clear about whose job (responsibility) it is to make the outbound calls. The problem is there is no downside (accountability) if the task isn’t completed – short of the dentist getting upset, which he doesn’t want to do.
  • If you don’t measure it, you can’t manage it. No one in the office knew how many calls were made, not made, or how many needed to be made.

Solution

  • Planet DDS contracted with an ex-office manager of 10 years, Tami, who had made the decision to be a stay-at-home mother. Now, her children were in school from 8:30 to 3:30, and she was willing to work from home. She was trained her on Denticon, and her telephone technique was dusted-off. A Planet DDS account representative, Tami, the dentist and office manager developed an extensive office profile and workflow process.
  • Tami was given the role of handling all appointment verifications and re-care calls. She was also given the additional task of making insurance company calls to verify eligibility and check benefits.
  • Since Tami is focused and not distracted, she is able to accomplish her tasks in about 3 – 4 hours each day. Also, because Tami’s hours are flexible, she can confirm patient appointments later in the day, increasing the likelihood of speaking directly with the patient.
  • Like all Planet DDS agents, Tami’s work is monitored and reviewed daily by the Planet DDS Account Representative and is sent in summary form to the office.

Result

  • Production has continued to increase since the first day of installation of the process.
  • No-shows are down, and re-care treatment is up.
  • The dentist was able to cut his front desk staff from two employees to one.