From First Call to Final Smile - The True Impact of Orthodontics

Are you ready to take your orthodontic practice to the next level? In this episode of Practice Talk, guest Alida Brydson joins Lacie Ellis as they dive into essential strategies for improving patient care and streamlining office management operations. They explore the importance of building strong connections with new patients from the initial phone call, fostering team collaboration between the front and back offices, and the value of clear communication in all aspects of the practice, from scheduling to handling finances. Alida shares insights on handling sensitive financial conversations, creating flexibility in payment plans, and maintaining a supportive team environment to ensure smooth operations and better patient outcomes.

 IN THIS EPISODE: 

• (02:10) Alida shares the importance of making a connection with the initial phone call
• (06:26) Managing before and after-school appointments
• (09:47) Listener question: promoting team collaboration between the front and back offices
• (13:22)  Listener question: dealing with parents who are stressed when they call
• (18:04) Alida reveals how explaining the phases of orthodontic treatment gives a patient understanding to decide before moving on to finances
• (25:41) Alida speaks about communication, daily meetings, schedules, staff responsibilities and technology

KEY TAKEAWAYS: 

• The connection with new patients starts with the very first phone call. Taking the time to gather detailed information and making them feel heard sets up both the front desk and treatment coordinator for success, ultimately improving patient retention and satisfaction.
• Effective communication between the front desk and the back office clinical team is vital, especially when managing emergencies. By understanding each other's pressures and roles, team members can work together more efficiently and empathetically, ensuring smooth operations and better patient care.
• Effective communication about finances highlights the need for flexibility in payment options and transparency to alleviate patient concerns. By understanding patients' financial situations and offering customizable payment plans, practices can significantly enhance patients' comfort and decision-making process.

RESOURCE LINKS

People + Practice  - Website

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