Common Mistakes Overloaded amounts of paperwork Too many paper trails Lack of clarity in opening and closing times with patients Team trainings that run on incessantly beyond their agreed upon time frame Playing so much with every patient it becomes a social atmosphere, more…

  Goal: To clearly define the main "zone" responsibilities that each team member has and to define the lines of boundaries between job descriptions and what is expected from each zone in the office Implementation: Have each team member write out individually all the tasks…

  When someone is handing off a patient to another team member, he/she should constantly build up the perceived value of that team member in the patient's eyes before passing them off. In other words, if one was passing a patient off to you, one…

  Goal: It is a great idea to set up the bonus system for team members. Bonuses are never given to people for doing their job. They are only given as a courtesy from the doctor when we are seeking to get the team’s skills…

  The member review is a time for accountability in the most productive and honorable way. These are scheduled in advance based upon when the employee was hired, every six months with one review per year being purely based upon performance and a second review…

  No sales calls or non-patient related calls make it to the doctor whatsoever – NONE! If it is important, tell them the doctor returns all non-patient related calls once per week on Wednesday at 12:15 PM (for example) All social calls are put on…

  The law of the call applies to what is appropriate and inappropriate in terms of how persistently a practice should end up calling a patient who may be out of balance with their appointments. It has been our discovery that if a patient is…

  Place reschedule calls within 10 minutes of a patient not showing up and refer to the Reschedule Call List Always take responsibility. i.e. "Mrs. Jones, I don't know if we made a mistake, but I had you down for an adjustment at 11:00, is…

  One of the most immediate areas to train all team members on is how to answer the phone. Formulate your own opening statement of power and optimism. Be sure they always have a point where they state their name and end the greeting by…

  Always remember to train on the process and procedure and never train on an individual, especially not in front of other team members. If in fact an individual team member has been part of group trainings on a specific topic several times, and this…