It is a great misconception that scheduling is the easiest admin
job. That’s why when a new person is hired, especially one with no
dental experience, this is where they are placed. Then the clinical team
complains because the schedule is crazy.
The truth is that this is a difficult job—especially when the phone rings and the
patient is demanding that the scheduler find something that fits within her schedule.
For example, Mrs. Smith wants to have her crown seated at 8 a.m. on Wednesday;
however, Mary, the new office admin, was told that only high-production appointments
should be scheduled during that time, so Mrs. Smith goes away unhappy.
Here are some suggestions to make this a bit more acceptable for
the entire office.
1.
Declare a
daily goal for each provider and/or for the office.
There is a cost for opening your doors. Determine what that is, and set your goal accordingly. If you don't aim for a specific target, you will never hit it.
There is a cost for opening your doors. Determine what that is, and set your goal accordingly. If you don't aim for a specific target, you will never hit it.
2.
Have the
doctor(s) list out the ideal day.
This is a fantastic team meeting agenda item. Some prefer to do major work first thing in the morning while others don't really wake up until around 10:00. Your dentist may not be fully energized until the afternoon, so perhaps the best time to schedule appointments is later in the day.
Decide what can and cannot be scheduled together. Typically, it doesn't work well to schedule 2 crown preps at 8 a.m. Yet you could put a crown prep and a limited exam together. This would allow the doctor to numb the crown prep while the assistant takes an exam on the emergency.
This is a fantastic team meeting agenda item. Some prefer to do major work first thing in the morning while others don't really wake up until around 10:00. Your dentist may not be fully energized until the afternoon, so perhaps the best time to schedule appointments is later in the day.
Decide what can and cannot be scheduled together. Typically, it doesn't work well to schedule 2 crown preps at 8 a.m. Yet you could put a crown prep and a limited exam together. This would allow the doctor to numb the crown prep while the assistant takes an exam on the emergency.
3.
Put
guiding blocks on the schedule.
Once the ideal schedule is determined, put blocks on the schedule as a guide for whoever is answering the phone, and you take the guesswork out of where to schedule that crown seat.
Once the ideal schedule is determined, put blocks on the schedule as a guide for whoever is answering the phone, and you take the guesswork out of where to schedule that crown seat.
4.
Save time
for emergency appointments.
Whatever time these appointments are scheduled, it seems the clinical team is never pleased. We have found that a reasonable solution is to ask the assistants at each morning huddle to identify two emergency times—one in the morning and one in the afternoon. This allows the scheduler to tell Mr. Lee that he can come in at 10:30 or 3:15 with that toothache.
Whatever time these appointments are scheduled, it seems the clinical team is never pleased. We have found that a reasonable solution is to ask the assistants at each morning huddle to identify two emergency times—one in the morning and one in the afternoon. This allows the scheduler to tell Mr. Lee that he can come in at 10:30 or 3:15 with that toothache.
Of course, there
will always be adjustments to the rules, but those should be the exceptions rather
than the norm. Understanding the “rules” allows the entire team to work with
the scheduler to create that ideal day.
To learn more
on how you can improve the processes in your dental office to help you manage
your practice with confidence and achieve new levels of productivity join me on
my upcoming webinar. The Secrets of a Productive Practice – September 22, 2015,
11:00 AM MDT. Register now >>
Author: Denise Ciardello
Co-founder Global Team Solutions
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