Taking Command of Yo Large Group Practi Running The Office A

Transcription

1 Real-World Busine Taking Command of Yo Large Group Practi Running The Office A Roger P. Levin, D Chairman and C Levin Group,

2 ake Joint Command of Your Practic Presentation Objectives 1.Partner with each other to take joint command of the practice 2.Establish strong lines of communication amongst the entire office team 3.Build a strong and well aligned office team that runs using real-world business principles 4.Develop a plan for success 5.Optimize patient engagement and in turn patient retention

3 ake Joint Command of Your Practic Agenda 1.Dental Practice Trends: The 8 Permanent Game Changers 2.Think Like a Leadership Team: How Dentists and Office Managers Can Le Take Joint Command of Their Office 3. Patient Expectations and Customer Se

4 The 8 Permane Game Change

5 Eight Permanent Game Changers The New Standard The following game changers demonstrate that American dentists are in an entirely new situation and face an entirely new set of challenges.

6 Eight Permanent Game Changers. The Great Recession and Uninspiring Recovery. Changes in Consumer Purchasing Habits. Decrease in Insurance Reimbursements. Expansion of Dental Service Organizations. Opening of 13 New Dental Schools. Higher Dental School Student Loan Debt. Fewer Associate Opportunities for New Dentists. Dentists Practicing 8-10 Years Longer

7 Three Business Principles of the New Dental Economy 1. Practices have to do more with what they already have. 2. Patients want more value for their money. 3. Control the customer/patient experience.

8 hink Like a Leadership Tea

9 Think Like A Leadership Team I. Create a powerful vision Vision is where you want the practice to be in three years Vision must come from the Leaders Vision must be written and specific Vision inspires and motivates staff

10 Think Like A Leadership Team I. Create a powerful vision Think three years ahead What has to happen in the next three years for you to be pleased with your progress?

11 Think Like A Leadership Team Conduct a SWOT Analysis Top 3 Strengths - Next 3 Years

12 Think Like A Leadership Team Conduct a SWOT Analysis Top 3 Weaknesses - Next 3 Years

13 Think Like A Leadership Team Conduct a SWOT Analysis Top 3 Opportunities - Next 3 Years

14 Think Like A Leadership Team Conduct a SWOT Analysis Top 3 Threats - Next 3 Years

15 Think Like A Leadership Team II. Set clear goals Must be written, measurable, deadlined Goals create committed people Have a relentless focus on goals Regular goal tracking process

16 Think Like A Leadership Team II. Set clear goals Top Three Goals

17 Think Like A Leadership Team III.Set clear targets For example: 1. All Management is about systems 2. Systems are built to achieve targets

18 Think Like A Leadership Team III.Set clear targets Increase productivity by 18% Overhead 59% or below Schedule 98% of all new patient callers 98% of all patients scheduled at all times

19 Think Like A Leadership Team III.Set clear targets Collect 99% of all money owed No show and last minute cancellations less than 1% Case acceptance at 90% or above

20 Think Like A Leadership Team III.Set clear targets All routine scripts documented within six months Internal marketing 15 strategy minimum Patients refer 40-60% 15 custom-selected strategies working toget

21 Think Like A Leadership Team III.Set clear targets Initial periodontal therapy 40% of active patients 60% of new patients

22 Think Like A Leadership Team IV.Build a sustainable practice Build for the future 10, 20, 30-year exit/transition strategy Documented business systems Documented training programs Can dentist be replaced?

23 Think Like A Leadership Team.Continually build value in the practice Practice value includes many factors Production Profit Quality and reproducibility of systems

24 Think Like A Leadership Team.Continually build value in the practice Staff longevity Staff training Equipment Technology Physical space Lease

25 Think Like A Leadership Team.Continually build value in the practice Retain current patients Engage and impress new patients Fees Insurance percentages Overdue payments

26 Think Like A Leadership Team VI.Increase annual production and prof Set targets Create plan Track results daily, weekly, monthly Adjust plan

27 Think Like A Leadership Team VI.Increase annual production and prof Know your KPE s (Key Practice Expand 1. Production 2. Collection 3. Profit 4. Overhead

28 Think Like A Leadership Team VI.Increase annual production and prof Know your KPE s (Key Practice Expand 5. Number of new patients 6. A/R 7. Case acceptance 8. Doctor production/hygiene productio

29 Think Like A Leadership Team VI.Increase annual production and prof Know your KPE s (Key Practice Expand 9. Average production/patient 10. Average production/new patient 11. Elective service % of production 12. Fee-for-service to Insurance produc ratio

30 Think Like A Leadership Team VII.Excel at motivating employees Excellent leadership Share vision and goals Gain commitment Be consistent Create excitement

31 Think Like A Leadership Team III.Maximize your marketing results Develop excellent patient retention syste Customer service Electronic patient communications Hygiene Maximizer Patient referral programs

32 Think Like A Leadership Team IX.Engage in regular strategic planning Your brain does not turn off at 4:30 p.m. Set specific times for strategic planning Access outside knowledge and expertise gain ideas

33 Think Like A Leadership Team X.Build a top level team Excellent hiring protocols Top Grading Training and retraining in all practice systems

34 Think Like A Leadership Team X.Build a top level team Measure performance by metrics (i.e. collect 99%, below 1% no shows, 98% scheduled, etc.) Staff without training will become obsolete every 3 years

35 Think Like A Leadership Team X.Build a top level team Example: The staff run all day-to-day operations and move the dentist through the day

36 Think Like A Leadership Team XI.You design, and the staff implements, efficient practice systems Documented Step-by-step Implemented Teachable

37 Think Like A Leadership Team XI.You design, and the staff implements, efficient practice systems Systems examples PowerCell Scheduling Rapid Growth Case Acceptance The Four Financial Options

38 Think Like A Leadership Team XI.You design, and the staff implements, efficient practice systems Systems examples The PowerScript Technique (value creation) Customer Service

39 Think Like A Leadership Team XI.You design, and the staff implements, efficient practice systems Systems examples Telephone systems New patient orientation New patient experience

40 Think Like A Leadership Team thout systems, most practices will experience the owing: The team is inconsistent in how they apply everything from scheduling protocols to collections procedures. New team members take twice as long to be trained at twice the cost.

41 Think Like A Leadership Team thout systems, most practices will experience the owing: Customer service is far lower because systems have not been designed to meet or exceed patient expectations every time. Production is lower because systems, such as scheduling, are less effective and prevent the practice from maximizing opportunities for growth in the practice.

42 Characteristics of High Effective Leadership Team

43 Characteristics of Highly Effective Leadership Teams 1. Honesty Doing the right thing Living your character Consistency inspires confidence Score:

44 Characteristics of Highly Effective Leadership Teams 2. Fast Decision Making Make most decisions quickly Change decisions rarely Comfortable with outside experts Score:

45 Characteristics of Highly Effective Leadership Teams 3. Focused Think strategically about key opportunities Clear plan for future Carry out plan and track and measure result Score:

46 Characteristics of Highly Effective Leadership Teams 4. Leadership Presence Calm (does not sweat) Decisive Speaks clearly Positive body language Professional appearance Score:

47 Characteristics of Highly Effective Leadership Teams 5. Embrace Change Action oriented Does not rest on their laurels Continual top performer Score:

48 Characteristics of Highly Effective Leadership Teams 6. Strong Desire to Excel Continual self-improvement Continual business improvement Builds toward dominance Enjoys watching others grow Score:

49 Characteristics of Highly Effective Leadership Teams 7. High Energy Enjoy being CEO and leader Consistent high energy Knows energy is contagious Not tired at end of day Score:

50 Characteristics of Highly Effective Leadership Teams 8. Business Knowledge Continual learning Exposed to different ideas Seeks out mentors Score:

51 Characteristics of Highly Effective Leadership Teams 9. Interpersonal Leadership Likability Develop talent in others Constantly coaching employees Match employees talent to right job Score:

52 Characteristics of Highly Effective Leadership Teams 10.Organized Focus on top priorities Focus on activities that make a difference Measure progress and results Score:

53 Characteristics of Highly Effective Leadership Teams 11.Listening Learns from others Listens objectively Finds new sources of learning Score:

54 Characteristics of Highly Effective Leadership Teams 12.Learning Ability Acquires new knowledge toward goals Manages new information Implements and executes new ideas every day using systems approach Score:

55 Characteristics of Highly Effective Leadership Teams 13.Big Picture Thinking Focus on broader view Annual strategic planning Does not listen to the wrong people Score:

56 Characteristics of Highly Effective Leadership Teams 14.Winner Mentality Appetite for winning Refuse to lose mentality Losing fires them up Score:

57 Characteristics of Highly Effective Leadership Teams 15.Knows and lives values Understands their values Makes decisions based on values (fast) Lives values Score:

58 Patient Expectations a Customer Servi

59 Customer Service Three Business Principles of the New Dental Economy: 1.Practices have to do more with what they already have. 2.People want more value for their money. 3.Control the customer/patient experience.

60 Customer Service Excellent customer service will: 1.Increase referrals 2.Increase patient loyalty 3.Reduce negative negative online reviews and comments 4.Reduce stress in the practice 5.Increase practice production

61 42 Tips of Customer Service 1. Go the extra mile. 2. All staff are customer service representatives. 3. All patients are VIP s. 4. Greet every patient warmly. 5. Acknowledge every patient who enters the office or approaches the front desk.

62 42 Tips of Customer Service 6. Go out to the reception area, welcome the patient, shake hands (touch people) 7. Make eye contact with each patient. 8. Use patient s names three times in ever conversation. 9. Pronounce all names correctly. 10.Wear name tags and tell patients your name anyway.

63 42 Tips of Customer Service 11.Smile at every contact even if it is not your patient. 12.Do not put patients on hold for more tha two minutes. 13.Be on time or inform and explain. 14.Be on time or apologize (profusely). 15.Give patients 100% of your attention not paperwork, organizing or other distractions.

64 42 Tips of Customer Service 16.Acknowledge patients everywhere in the office. 17.Talk less listen more (L1T2) (20:80) 18.Paraphrase, repeat, So what I hear you saying is 19.Watch your body language it portrays what you don t like.

65 42 Tips of Customer Service 20.Always repeat important information twic like dates, times, locations, instruction fees, etc. 21.If you make a mistake apologize. 22.If you don t make a mistake apologize anyway. 23.Patients don t expect you to be perfect but they do expect you to be hones. 24.Honor your commitment do what you say you are going to do follow up.

66 42 Tips of Customer Service 25.Under promise over deliver. 26.Never tell a patient what you can t do unless you immediately follow it with wh you can do. Customer service is about doing. Customer service is not about what you can t do. 27.If you don t know find out. I ll be happy to find out and get back to you.

67 42 Tips of Customer Service 28.Become an expert of all services in the practice. 29.Become an expert on all aspects of the services in the practice. 30.Eliminate all negative conversation from your practice. People are attracted to positive people.

68 42 Tips of Customer Service 31.Frequently use: My pleasure Certainly No problem (The Ritz Carlton does) 32.Record yourself. 33.Patients don t like surprises keep them informed. 34.Check in every five minutes.

69 42 Tips of Customer Service 35.Pay attention to people s children make sure they are not an annoyance. 36.Take notes when listening. 37.Summarize all conversations at the end. 38.End by saying, Thank you for coming. 39.End by telling the customer you appreciate them.

70 42 Tips of Customer Service 40.End by saying, I look forward to seeing you again. 41.An important word YES. 42.Treat the internal customer with politeness and respect the external customer will notice. It is always harder, more time consuming and more expensive to replace a patient than it is to keep one. Dentistry is a relationship builder.

71 Thank You Roger P. Levin, D Chairman and C Levin Group,

72 Real-World Busine e Command of Your Practi Running The Office A Roger P. Levin, D Chairman and C Levin Group,