Dentist Orientation

Managing All Staff
Dentist Start Lunch meeting will start in
1 (15 Mins) 2 (? Mins)

Hygienists Can Front Staff
Back Staff Training Start Lunch Training
(15 Mins) (?mins) (Dentist, Office Manager, Front Staff)

3 3 3 (?Mins)

Case Selection
Training
(Dentists, Hygienists)
4
(?Mins)

Enjoy Rest of Lunch

What Can 12 Consults Mean

Data From Other Practices/Quarterly Reports

Periodontics

Endodontics

Pedodontics

Orthodontics

$ Increase $0 $50,000 $100,000 $150,000 $200,000 $250,000

Average Practice =
$200K+ increase

A Team Approach

This is a long-term investment
into your practice

Comprehensive Dentistry
Your office becomes a full
service practice Better customer service,
happier patients.


Your office
becomes a
full service
practice

Better
customer
service,
happier
patients.

Be aggressive, it
Patient diagnosis. will not work if If there is an
No excuses for not you don’t refer or emergency case,
diagnosing/ not under diagnose. send it out.
referring You must be
comprehensive!

Is it easy?

 Turning your practice
into a specialty center
is an investment.
 You will get only as
much as you put into it.
 Average Specialty
center increases
production by $200,000
 We are here to help
you succeed but we
cant do it alone.

It will require

 Changing
diagnosis view
 Training staff
 Listening to
feedback system.

Systems For Success

Front Staff Case
Scheduling Acceptance

Patient
Education / Patient /
Urgency Tracking
Creation

Formula
Number of
Consultations
For Feed Back
Systems
(8-15/month) Successful (retraining)

Specialty
Consultations
Are you prepared to
start a specialty
practice now?

Consultations Patient /
Are you prepared to
Consultations Tracking
Arestart prepared topractice
you a specialty start a
now?
specialty practice now? Front Staff
Patient
Education Scheduling

Case
Acceptance

Urgency Number of
Creation Consults
(8-
Feed Back 15/month)
Systems
(retraining)
Systems
for
Success

Your patients will Front staff
say yes using our follows up
proven systems Create regularly to get
consults and
urgency treatment Confirmations
on patients in. one week before
diagnosis and one day
Scripted day before
questions appointments
before
specialist
starts
consult Staff
educates
patient
before
scheduling
consultation Case
Acceptance

Calm Financial
Dental coordinating
in specific
steps UCR-
disc=final

Learning Curve

For success you must
change your focus during exams to
a more comprehensive approach.

Learning Curve

RESTORATIVE AND SPECIALTY CARE

You must actively look for consultations.
They will not jump out at you.

Find Create Referral
Consults Urgency Visit

*Feedback System*
Will Spot Where Problem
Is In Your Practice

Commitment

 $2400
Endo
Signup fee
(due today)
Perio
 Minimum 8
General
consults Dentistry

“If you don’t make your money
back on the 1 st treatment day

we’ll refund you 100%”
- Calm Dental

Managing All Staff
Dentist Start Lunch meeting will start in
1 (15 Mins) 2 (? Mins)

Hygienists Can Front Staff
Back Staff Training Start Lunch Training
(15 Mins) (?mins) (Dentist, Office Manager, Front Staff)
3 3 (?Mins)

Case Selection
Training
(Dentists, Hygienists)
4
(?Mins)

Enjoy Rest of Lunch

Calm Dental [kahm; spelling
pron. kahlm den-tl] noun

a group practice consisting of
dental specialty providers
who work with your team to
increase patient satisfaction.

7 Recognized Specialties

Orthodontics • Straightens teeth
Endodontics • Difficult nerve infections
Pedodontist • Treats children
Periodontics • Gum disease
Oral Surgeon • Removes difficult teeth
Oral Medicine • Academic Specialty
Public Health • Academic Specialty

4 years of
dental Up to 6 years
school of additional
specialty of
choice training

4 years of
college
Calm
Dental
Specialists

Unlikely to know
how to do Expertise is
general dental focused on
procedures such one dental
as crowns or area
fillings

Why In House Specialty
Lets Think About It…….

Treat Both Restorative And Specialty Treatment
 Treat Every Patient Like Family

Why In House Specialty
Lets Think About It…….

We know “gum We know
We know patients
disease” causes “crooked teeth” are “afraid” to go
tooth loss so affect our to the dentist so
why not treat it patients life so why send them
early why not change elsewhere…the
their life y like you and
your office!

Treat Both Restorative And Specialty Treatment.
Treat Every Patient Like Family.

“Referring a patient to a specialist is
a mark of excellence.”
- In House Specialty

Remember
Your doctor has taken the time and
effort to find excellent practitioners to
treat your patient’s problems and diseases
appropriately.

Communication
between doctors
is simplified Your patient
don't have to
leave your office.
They are happy
here and would
rather stay….just
ask them

Extra
Benefits Overall better
customer service

Your Specialist Team

 Your First Doctor
Will Be:___________________

 Your First Scheduled Day
for Consults will be:________

Your tools to ensure success!

 Specialty Manual and Box
 Instructions for All Specialists
 (Rx, Post Ops, Insurance, Doctors Information etc.)
 All In house Specialty Policies

Your Tools

 Filling Box
 Copies of Consents/Post Ops
 Patient Tracking Section

How Often

Sunday Monday Tuesday Wednesday Thursday Friday Saturday

1 2 3 Calm 4 5 6
Dental 9-5

7 8 9 10 11 12 13

14 15 16 17 18 19 20

21 22 23 24 25 26 27

28 28 30 31Calm
Dental 9-5

How do you get your specialist?

 Call your provider coordinator
 Pick days you want your specialist
 Calm Dental will fax confirmation to you
 Check and make sure dates match
 Sign and fax back to Calm Dental
 Place Confirmation fax in front flap of binder

How Does it Work
 Follow these five steps (details in manual) Remember!
Some specialties consult
Consult diagnosis and treatment will be
Remember to fill out the referral slip (DOCTOR) same visit

Educate the patient, Easy follow
urgency (BACK OFFICE)
!
up!

•If pt not sure
Schedule an appointment about when to
leave CQ under “consult needed” in filing box.(FRONT OFFICE) set consult appt,
leave CQ in
consult needed
Confirmation of consult date section for
confirmation call to patient (FRONT OFFICE) follow-up.

•If patient
Consult date / financials refuses consult
(CALM DENTAL & FRONT OFFICE) treatment date have pt. sign
release form.

How does it work? Test time.

 Follow these five steps (details in manual) Remember!
Each specialty binder
1. ______________________(DOCTOR) includes proper
scheduling information
2. ____________________(BACK OFFICE)
3. _____________________(FRONT OFFICE)
 Where do you leave the referral slip?________________
 What if Patient is unsure about date _______________
 What if Patient dose not want to schedule___________
4. _____________________________(FRONT OFFICE)
5. _____________________ (CALM DENTAL & FRONT OFFICE)
6. Treatment Date

Lunch Time

Dentist, Front
Hygienists and Staff,Treatment Back Staff-
Associates Coordinator- We’ll meet in a
Enjoy lunch We’ll meet in the treatment room
front

Front Desk, Office Manager, Dentist PROTOCOL

Calm • When and which
Dental specialists will
come to your office
Scheduling

• How to schedule
Patient your patients for
Scheduling consults and
treatment

Calm Dental Scheduling

File in the
Call Calm Sign and fax provider
Calm Dental
Dental and back the binder for
will fax a
pick your confirmation your
confirmation
day(s) for the form to Calm reference
form
quarter Dental

Quick Tip
Make sure to read “How to
Schedule Two Columns” for
hassle free scheduling

Patient Scheduling

Schedule Don’t book the Don’t Leave If patients
afternoon until gaps in the cancel try and
starting from
the morning schedule. Try get afternoon
the morning has been fully and Keep your patients in
booked specialist happy. earlier.

Remember
Your offices specialist may
drive a long distance to
come and see your patients

What if…..

Options For Patients
That Need To Be Seen
ASAP

•ENDO
If CAN wait
•Open and med antibiotics and
•Antibiotics schedule with in
•Refer out
•OS
house specialist If in PAIN
•Antibiotics antibiotics and
•Refer out
open and med
schedule with
If can NOT wait in house
refer to your specialist
outside specialist

Consult diagnosis Some
specialties
Remember to fill out the referral slip
(DOCTOR) consult and
treatment will
be same visit
Educate the patient,
urgency (BACK OFFICE)
!

Easy follow up!
•If pt isn’t sure about
Schedule an appointment when to set consult appt,
leave CQ under “consult needed” in filing box.(FRONT leave CQ in consult
OFFICE) needed section for
follow-up.
•If patient refuses a
Confirmation of consult consult have them sign
release form
date
confirmation call to patient (FRONT OFFICE)

Consult date / financials
(CALM DENTAL & FRONT OFFICE) treatment
date

Patient Scheduling

1st visit Consults 2nd Treatment and Consults
Turn to the specialist section Two chairs can treat one patient
you need and you will see a while patient is getting numb
quick reference guide can do consultation at the same
time….

Quick Tip
Make sure to read
“How to Schedule Two Columns” for hassle free scheduling….also sometimes consult date and
treatment start occur at same day.

Consult Patient Flow

1) In the morning take consult questionnaire and place in
chart
2) Back assistant will ask scripted questions first
3) Specialist will do consultation and let patient know
 “The treatment Coordinator will discuss financials with you”
4) Specialist will give you consult questionnaire (huddle)
5) Treatment coordinator will find out patient benefits
6) Give patient “estimated fee” and schedule for treatment
7) Submit preauthorization same day.

What does front staff need to know?

 Take Out Sample Consult Questionnaire (CQ)
 Dr exams pt and gives CQ to treatment
coordinator,
 Will include:
 time needed for surgery
 fees for treatment coordinator

 Financial coordinating on reverse side.

Financial Coordinating

Financials
(Review payment options form. Treatment can NOT start until financials
arranged.)
Cash PPO PPO HMO Medical
(out of network)(opt a) (out of network)(opt b) (not covered (not covered benefit)
benefit)
Present UCR Present UCR Present UCR Present UCR Present UCR

Give Patient Show patient Show patient Show patient Show patient
Discount “estimated savings” “estimated savings” “estimated “estimated savings”
(pre authorization of and have patient pay in savings”
payment) for the full full. schedule
amount” Schedule treatment
TX
Final Price On Treatment day Super bill the patient Final price and Final price and
charge patient amount and have them chase it schedule schedule treatment
required-minus down treatment
PreAuth amount

RCT Examples

RCT #14
UCR=$1400 Diagnosed fee=$850
benefit)
$1400 Show UCR$1400 Show UCR$1400 Show Show UCR$1400
Show Diagnosed $850 UCR$1400
Show patient Deduct from final fee Charge patient $850 Show patient Show patient
“estimated patients benefits “estimated “estimated savings”
savings” (50% of diagnosed fee) (discuss with patient savings” $650 savings
$650 savings -425 that insurance may pay $650 savings
50% after they submit)
$850 Final Charge patient $425 Super bill the patient $850 Final price $850 Final price
and perform treatment and have them chase it
down

Lanap Examples

Lanap UR
UCR=$1600 Diagnosed fee=$1200
benefit)
$1600 Show UCR$1600 Show UCR$1600 Show UCR$1600 Show UCR$1600

Show patient If Patient has benefits show Charge patient $1200 Show patient Show patient
“estimated estimated insurance savings and show patient $400 “estimated “estimated
savings” $400 savings savings savings” savings”
$400 savings (discuss with patient $400 savings $400 savings
that insurance may pay
50% after they submit)
$1200 Final Charge patient $1200 and Super bill the patient $1200 Final price $1200 Final price
schedule for treatment….if and have them chase it
preauthorization let pt know down
“insurance paid more
than estimated” refund
difference.

How to track….

Place in Patient
• GP diagnosis Chart • After Financial
Consult coordinating place
• On consult day back in filing under
• Staff educates and placed in chart
urgency “treatment
• Financial needed”
Coordinating done
Place in Consult Place in Treatment
needed Needed

What do you do with CQ’s?
 Possible options after financial coordinating

Place In Place In
TREATMENT NEEDED CHART No shows
CQ in “consult needed

Accepted treatment Patient isn't
and scheduled interested (sign refusal Follow up with
form)
CQ’s every
Accepted treatment week
but didn't schedule Patient not a
candidate for ….get consults
treatment and treatment
Patient wants to think
about it in!!!

Treatment Day

 Payment must be collected
before treatment
 Make sure
 patient fills out and signs all
appropriate consent
 Post op forms are ready
 Financial coordinating sheet
signed
 After the procedure
 schedule the patient for a post
op or continued treatment
appointment (check notes, ask
doctor, or see binder)

End of the Day

 Sign and fill out production sheet
 Make sure both specialists
production numbers and your
production numbers match
 Please Fax to Calm Dental at end
of the day

First Visit Policy

Need a minimum Of 10 Consults On First Consult Day

Create urgency
with patient
education and
again when
scheduling appt.
Charge patient
consultation Confirm 8 days
reservation fee in advance and day
before scheduling before
for consult

Great
Consult
Day

Cancellation Policy

Can Cancel 8 days before scheduled day 2 times per quarter

Confirm with
your patients 8
days in advance
to minimize
cancelations Can Cancel 8
Schedule days in
specialty visits advanced and no
farther apart to charge If cancelled 2
allow more time times
for consultations consecutively or 2
times in one
Successful quarter must
redo training
in house program before
specialty eligible to
schedule anymore
days.

Production

Specialists need a minimum of $2000 total production

Confirm with
Follow systems
your patients 8
closely to have
days in advance
high case
to minimize
acceptance rate
cancelations

Schedule
Every Monday
specialty visits
“huddle” about
farther apart to
your specialty
allow more time
for consultations Productive team consults
Specialty
Days

Efficient Scheduling

Specialists can not have breaks in their schedule.

Confirm Patients
and create urgency Schedule visits
that “time with the farther apart to
specialist is have fully booked
reserved for you” days

Start Scheduling If Cancelations do
patient in the occur call other
morning. Don’t patients and see if
book afternoon they would be
until morning fully interested in coming
booked Happy in earlier
Specialists

Other Policies

Treatment Fee Collection- All financials for
treatment must be agreed prior to start of treatment

Production Sheets- All production sheets must be
sent in before end of day.

Coordinating Days- to keep accurate up-to-date
schedule of your specialist all scheduling must be
done through your provider coordinator not with the
specialist

Two Types of Patients

Consultation Treatment
• Consult • Signed Consent
Questionnaire • Post Ops
first Discussed
• Make sure room
is ready for Dr.

Room Prep

• Treatment Record Out
• Radiographs Out
• Instruments Ready
• Air/Water syringe / saliva
ejector / all barriers
INSTLLED
• Room must be
sterilized..COMPLETELY

DA, An Important Job

FACTS
1. Patients typically love their dental assistants…maybe
even more than they love their dentist!
2. Patients know they need dental work however…they
don’t get the care they need!
3. Little problems turn into huge problems if patient
doesn't accept treatment.

Tooth Can’t
Gingivitis Perio loss
Dentures Enjoy a
Steak!!

What is the DA’s Job?
Assist patients in treatment…but
what’s involved?
 Patient education is part of process
 Treatment acceptance is part of process
 Assisting in treatment is part of process

Review Patient
Answers Accepts
Out loud TX

Consult Patient
Questions Education

Important part of TX acceptance
Consult Questionnaire
1. Ask the patient the questions before the doctor walks in
2. Let the doctor know when all questions have been answered
3. The doctor will introduce himself and ask you “What can we do
for Mr/Mrs _____________ ?
4. Review the questionnaire out loud
5. Get ready to document the doctor’s exam

Remember
Ask your specialist if you have any
questions.

Please Remember..

•Verbally ask the patient questions.

•Do not give the patient the questionnaire to
fill out, it is important for the patient to hear his/her answers.

•Read the responses out loud to reinforce the
patient answers a second time.

•Do not give the questionnaire to the doctor to read it is for
the dental assistant to read out loud.

•If the doctor is in treatment make sure to let him/her know a
consult is waiting.

How and Why?

Benefits
•Your patients
don’t want to
go anywhere
else
•They will
receive the
highest level of
care
•They will refer
their friends!

How many referrals last month?
Slide from the Ce course….
 Your not bad people…there are many reasons
why people don’t refer out.
 Your patients want comprehensive dentistry
 They want to know you presented optimal
treatment
 They want to know they will keep their teeth
forever……They don’t want to ever have
dentures!

A little about feedback system….

Our systems are
designed to
trigger a feedback
training when
important parts
of the in-office
specialty need
additional help.


It all starts with
consultations…
our referral slips will track
where your offices
consultations are coming
from.


Correlating the number of
patients seen per month, along
with national incidences of each
specialty, along with what our
other practices in the area are
doing will let you know if you are
under diagnosing or diagnosing
correctly.

Referral Slip

Dentist decides if referral is necessary

Scripted questions before Specialist
walks into room. (review questions
with specialist after introduction)

Specialist will diagnose and leave
appropriate notes.

Treatment coordinator will leave notes
as to what is next step with patient.

How do we know…
This is a long-term investment into your practice
 The referral slip is the answer….

 Importance of the referral slip
 Why are we going through so much trouble….
 We love our patients…little problems turn into bigger
problems…

Tooth
Tooth Never
Can’t
Gingivitis Perio
Perio loss
loss
Dentures
Dentures Enjoy a
Enjoy a
Steak!!
Steak!!

Can we possibly
find all the
consults possible
per month?

NO but we can
try to find half of
the cases right?

How many consults??
No excuses…you owe
it to your patients to
perform a
comprehensive exam.
And educate them Total Consults
about their conditions!
Available

Consults
Diagnosed

Consults
Accept TX.

Diagnosis Perio
What to look for successful Perio specialty center:

LANAP/Laser Perio
Must probe every single patient
Patients 5-6mm pockets need consultations

Implants Total Consults
Edentulous patients Available
patients with existing RPD’s or Dentures
Consults
Gingival Grafts Diagnosed
Patients with recession
Consults
Can be for sensitivity or esthetics Accept TX.

Crown Lengthening
Access to root for restorative procedures
Esthetics on gummy smile patients/ pre veneers

Laser Perio in detail..

•Patient benefits-

Total Consults
Available

Consults
Diagnosed

Consults
Accept TX.

Lets go over in detail..

Total Consults
Available

Consults
Diagnosed

Consults
Accept TX.

Expected Perio Consults

Correct
Diagnosis:
• 10-20 consults
per month
• Happier, healthier
patients! 20 Perio
Consults
Under
Diagnoses: General
Dentistry
• Supervised
Neglect!
• Malpractice up to
1mill lawsuit

Dentist Orientation

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