The success of a dental practice depends on staff, patients, level of care and key metrics. To ensure success, the right staff need to be in the right roles. Aside from skilled and professional staff, the reception team will be integral to success. You cannot have a second chance of making a first impression and the front desk team is vital to making the right impression with patients.
The reception team can include a practice manager, treatment coordinator and other support staff. This ensures the smooth running of the practice and high quality service and care is provided to patients. As online visibility and convenience has grown, patients are increasingly turning online for information and to book appointments, once they have chosen a practice.
Patients may be looking for information on a particular treatment, wanting to read patient reviews or wanting to see before and after images showing a smile makeover and transformation like clear braces Fort Wayne. Having the right staff in key positions is vital to ensure patients are happy with the service provided by the practice.
When patients call or email a practice, they naturally expect a courteous and kind response. If they are calling for more information staff will need to be able to deal with the enquiry, or forward the enquiry for a response by the dental team if required. Patients will not expect reception staff to know everything about a treatment, but they should be able to deal with enquiries in an efficient and courteous manner.
When a dental practice owner is recruiting staff, choosing staff with strong communication skills and customer care experience would be a good starting point. Dental experience does not need to be essential but customer care and communication skills are vital. In addition to dealing with patients face to face and by phone and email, staff will also need to be able to manage the website content and social media channels. This includes posting news and content, in addition to responding to customer questions, feedback and more.
Treatment coordinators will be responsible for working with the dental team and patients to ensure treatment plans are prepared and followed. Staff will also need to liaise with treatment companies such as Invisalign, dental laboratories and dental and medical insurance companies. In addition to processing payments and setting up payment plans as required.
Having the right staff in place will help to ensure the success and smooth running of a practice. This means that the right recruitment and attraction strategy needs to be in place to attract the best staff. To ensure staff are motivated, training and continuing professional development opportunities and the right remuneration should be provided.