Above, Hannah will show you how we make new patient gifts for both adults and children.
Above, you will see the Patient Experience Coordinator checklist. This list is ever changing so it is important to go through each task and make sure you are completing each step. Your trainer will go through each task individually but we will also cover some tasks in this training!
Sending New Patient Letters (‘Thank You’ Letters)
Every time a new patient leaves, one member of the clinical team (traditionally the Dental Assistant or Hygienist) writes them a letter that we send in the mail. Also, with this letter is the new patient routing slip that has all of the information we gathered through their new patient interview as well as the rest of the appointment.
Call Patients for Paperwork
This task is something done the night prior. We have the patient experience coordinator in charge of calling the patients for the next day if we have not received their new patient paperwork. This is important because the new patient paperwork can be a long project for some patients. We want to gain the verbal confirmation that the patient will A) complete the paperwork prior to their appointment or B) come 15+ minutes early to get it done. With these calls, it reminds the patient that the appointment time is the time in which the clinical team needs and is not for the patient to be in the reception area.
Checking in Returning Patients
While we put a lot of training into new patients, it is equally important to maintain the patient experience for all patients. When they check in, you will give them a treatment plan or update health history if applied, then do the address, phone number and insurance check. Then, with all patients that walk into the door, you ask which beverage they prefer as a way to bring comfort into the conversation.
Treatment Plan Presenting/ Speaking About Account Balances
The patient experience coordinators present treatment plans for any patient that we have not reviewed their investment in over 60 days. This means that if a patient is on January 1st, by March 2nd, we expect the treatment plan to be spoken about at the front. The treatment coordinators are the ones who save the treatment plans for the patient experience coordinators to review. Patient experience coordinators also speak about any balances confirmed correct on each patient’s account. One task on their list is to go through the patients for the next day and make sure all notes and balances/credits on each patient is clear and accurate. This helps when you are speaking about it in front of a patient, you have as accurate information as you can and you can explain as much as you can to the patient in the office.
NP Gift Cards by Mint Hill Smiles