Dental office or clinic management. Unleashing business potential
Category: Marketing and Management
Instructor(s): Laura Nelson
Course structure: Lessons: 6 lessons | Duration: 8 h 27 min
Course overview
Course on the development of a dental clinic or office. After completing this training, you will be able to grow a profitable business, as well as avoid mistakes in doing business.
Lecturer – Laura Nelson – a leading consultant to dental clinics from the USA.
In this course you will learn:
– How to make a clinic client a "patient for whole life"
– How to build time management for the effective operation of the clinic
– How not to lose profit in case of no shows & cancellation
– How to communicate with employees and be a "dream team"
– How to interview and hire only the best of the best candidates
– How to involve the team in the process of hiring and training new employees.
First of all, this course is suitable for managers and owners of a dental clinic or office. Secondly, for those who want to open their own office or become a manager.
What you will learn
- Design and implement time-management systems to increase clinic efficiency and staff productivity.
- Develop and apply effective scheduling strategies to reduce no-shows and optimize appointment utilization.
- Conduct structured hiring and interviewing to select and onboard high-quality dental team members.
- Use communication techniques and conflict-resolution tools to build a cohesive, patient-focused team.
Course lessons
Lesson 1. Face-To-Face: Delivering an Immersive Customer-Centric Experience
– Administrators as the face of the clinic
– The value of teamwork
– Why patients don`t come back?
– 5 criteria for perfect customer service
– Basic rules of the customer service
– Phone Service: SMILE Guide and Goals
– Presentation of the treatment plan to the patient: principles
– Team Communication: 3 Rules of Leadership.
Lesson 2. Clocked-In: Make Every Minute Matter
– How to make the clinic work effectively?
– Organization of a dental clinic
– Keys to effective time management
– Priorities: efficiency or workload
– Analysis of working hours
– Delegation of responsibilities
– Top 10 dental office soft skills
– The importance of morning meetings of employees.
Lesson 3. Take Control: Maximize The Schedule, Optimize Productivity
– Principles and problems in scheduling
– Block schedule concept
– IMPACTS: reasons for an unsuccessful schedule
– Analysis of the clinic's work: daily and monthly report
– Reactivation of patients
– Verbal skills of employees: the importance for an effective schedule
– Cancellation of the visit: types and policy of the clinic
– How to use the cancelled time?
– Motivation of the patient to enroll in the clinic: rules.
Lesson 4. Getting Along: Talking It Out, Keeping Teams Strong
– Team: if employees don't get along?
– The 7 C’s of effective communication
– 3 causes of conflict in the workplace
– The communication cycle in the team and with the patient
– 8 tools for conducting difficult discussion with the team
– Verbal and non-verbal communication methods
– Active listening as a guarantee of effective work.
Lesson 5. Outlining the hiring process
– The process of hiring employees: when and whom to accept
– Clinic culture: values and goals of employees
– Creating a list of requirements for a candidate: trainee or talented
– Advertising to attract employees: basic principles
– Where to look for a new employee
– Resume evaluation: identification of "red flags"
– Recommendations to us: pros and cons.
Lesson 6. Interviewing and selecting right candidate
– Phone interview: who to invite to a personal meeting
– Personal interview: first impression
– What questions should I ask at a personal meeting?
– Training of new employees: recommendations
– On-the-job briefing: checklist
– Mistakes in training new employees
– Involvement of the team in the process of hiring and training new employees.
