Diversity and Inclusion: A Leadership Conversation.
This year, 2020, will be memorable for many reasons. One notable area is the increased awareness of diversity in our society, including diversity in the workplace. The United States continues to become increasingly diverse, as we know. But, this change isn’t always reflected in the way we manage the dental practice workplace. The...Read More
While helping dental businesses to thrive and grow over the past decade, I’ve found that there’s one challenge that plagues nearly all of my clients—staff turnover. Below are some actions you can take to recruit and retain top talent.
First, let’s look at the typical staffing scenario in a dental practice. The front office staff person gives two weeks’ notice. The practice scrambles to hire a...Read More
In my consulting practice, I always begin work with new clients by doing a comprehensive practice analysis. An important component of this analysis is reviewing key financial metrics. One of those is the “age” of pending insurance claim payments. Recently, I was astonished to discover that one of my new clients had over $300,000 in unpaid insurance claims—some of which were more than 15 months...Read More
When we think about excellent employees, most of us focus on skills, experience, and abilities. All of these are, of course, important. But the real game-changer in terms of employee performance is their mindset (i.e., outlook and attitude).
A well-known Stanford psychologist, Dr. Carol Dweck, studied student achievement for a couple of decades. She discovered that students fell into two...Read More
Weave a commitment to customer service into the fabric of your organizational culture
I recently read an article in Forbes magazine on customer service. The article notes that “Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired.” We couldn’t agree more. All employees in your dental clinic should understand the...Read More
Many health care providers wince when they hear their patients described as customers. But, the bald truth is that dental patients are precisely that–consumers. And they have high expectations. Are you and all of your employees doing everything possible to provide stellar customer service to your patients? If not, a lack of emphasis in this area may be impacting your bottom line....Read More
Are you and your dental clinic staff thoroughly steeped in HIPAA compliance? If so, that’s terrific. You can rest easy knowing you’re not at risk for HIPAA violations—the fines for which can be frighteningly high.
If you’re unsure whether you’re totally on top of HIPAA compliance, see if you can answer the following questions correctly. Your success, or lack of success, will be a good...Read More
Mention “culture” to many dentists and it brings back dental school memories.
Dental office culture s a personality that defines what it’s like to work there, how the staff treats their patients, and what the staff’s fundamental beliefs and work ethics are. One of the challenges of growth in dental businesses, whether in one or multiple locations, is maintaining the...Read More
Your Dental Office Receptionist Make a Lasting First Impression
First impressions are important. When patients are walking into the waiting room, have that area reflect the practice’s attitude toward overall patient comfort. It should be clean, calm, and relaxing.
This also reflects on the receptionist’s appearance. To establish a lasting and professional impression, receptionists...Read More
HR Skills For Your Dental Practice Manager
If you’re a dental practice owner, the following real-world headlines might give you some heartburn. U.S. Department of Labor investigation results in Tennessee dental practice paying $50,000 in back wages and liquidated damages (US Department of Labor)
Company to pay $584,000 for firing employees who demanded overtime (Washington Post)
Court orders...Read More