Welcome back to Practice Talk! with your host, Lacie Ellis. Today, we’re thrilled to be joined by Pheebe Lafreniere, a seasoned professional in the orthodontic field. In this episode, Pheebe shares how her journey began in orthodontics and discusses the rewarding aspects of her job, like building lasting relationships with patients. Together, we tackle vital concerns, from motivating clinical staff to help with marketing efforts to managing the dynamics between front and back office teams. Plus, you'll hear practical tips on scheduling, patient care, and creating a positive workplace culture. Let’s dive in!

IN THIS EPISODE:

• [0:34] Lacie introduces Pheebe, and she explains how she began her journey in the orthodontic space
• [4:06] Pheebe describes what her favorite part of the job is
• [7:25] A listener asks a question and has a concern about the clinical team not being enthusiastic about helping with marketing efforts
• [12:12] Pheebe discusses some of the hangups staff have regarding social media
• [13:47] A listener poses a question about the conflict between the front and back office teams
• [18:54] Pheebe describes why lack of hygiene creates her biggest frustration, and Lacie spoke about struggling with doctor time management
• [25:21] Discussion of working in columns, having morning huddles and other scheduling issues, and Lacie explains Patient Queue Technology, designed to coordinate with any website
• [30:55] Pheebe explains how her office works hard at valuing the staff/patient relationship and knowing something about each patient

KEY TAKEAWAYS:

• Looking at your staff’s and clients' families might be an excellent place to look for assistants. You should also keep your eyes open to friendly people who are interested in the orthodontic field.
• A great employee enjoys building relationships with patients.
• Working in the orthodontic field is rewarding because you change someone’s smile, which they will have for life.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

Bloom Consulting - Email

Bloom Consulting - Website

QUOTES:

“Having a prize or any kind of competition always makes marketing fun. Staff always needs to know what is happening. Everyone should know why they do it and what they do on the marketing side. We had one competition where the patient wore a wristband that said the name of our ortho practice. They wore it for a week and would come back and we would remove it and their name would be put into a drawing for a $100 prize and nine-year olds would say, yes, I’m doing that.” Pheebe Lafreniere

“Cross-training can help when there is a conflict between the front and back offices. Everyone thinks they have the most challenging job, so if we get a little bit of experience in each other's areas, we can understand each other's struggles and give each other a little bit more cushion.” - Pheebe Lafreniere

Welcome back to Practice Talk! Today, we're turning the hiring process on its head and exploring how to view it as a positive opportunity to build your dream team. Haley Stumbo, from Greg Orthodontics and Bloom Consulting, is joining me. Haley shares her insights on embracing the positive opportunity of hiring new team members and how cultivating a culture of clear communication, honesty, and kindness can empower orthodontic practices to thrive clinically and operationally. Haley will also share information about Bloom Consulting, a doctor-led consulting and coaching group dedicated to helping orthodontists navigate the complexities of running a successful practice. Tune in to learn Haley's strategies for building solid teams and overcoming common business hurdles in orthodontics.

IN THIS EPISODE:

• [2:03] Haley shares how she finds the right team members who exemplify the values of the practice
• [7:00] Haley outlines the qualities that build positivity within a practice
• [10:15] Haley answers a listener's question about her advice for establishing a positive team and culture for a new practice
• [14:40] Haley answers a listener’s question about how a leader can instill a better caring environment in the staff
• [22:42] Haley shares her motto, “It’s a vibe,” and what it means and the importance of reviews or feedback
• [31:12] Haley reflects on her two most significant challenges
• [36:22] Haley discusses Bloom Consulting for orthodontists

KEY TAKEAWAYS:

• You must have a positive outlook on the hiring experience to find the right team member. Who can I find that will bring value to our team, or whose life can I change by giving them this opportunity?
• To create a positive office culture, the employees you hire must have good communication skills and be honest and trustworthy.
• The difficult thing for a manager is firing staff. It’s essential to give them a chance, show them areas they need to improve and then, if improvement is not attained, let them go.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

Bloom Consulting - Email

Bloom Consulting - Website

QUOTES:

“To find the right team member, you have to flip the perspective and look at it as an opportunity. So the first thing is training your mindset. When you're in the mode to hire, it's exciting. It's a good thing. Who can I find to add to this team that will bring value or bring a sense of something that we don't even have here yet, or whose life can I change by giving them this job or this opportunity?” Haley Stumbo

“Think about the five senses of your practice. What do people hear? What do they smell? You know, what is going on? What do they see? If they're hearing great music through the speakers and love it, show them how to link to your Spotify so they can access your playlist anytime. If they're smelling cookies, make sure everyone who leaves gets a cookie. Those are all ways to get people to engage and keep that engagement alive every time they come in.” Haley Stumbo

In this episode of Practice Talk, Lacie Ellis welcomes Cathy, a Lead Treatment Coordinator. Cathy will share her experiences guiding patients from consultation to commitment, advocating for the practice and her patients. Lacie and Cathy discuss strategies for winning over patients without pressure, making treatments more affordable through lower down payments or flexible payment schedules, and starting treatment plans on the initial contact to save patients an extra trip. Cathy offers valuable insights throughout the conversation. Customer service is vital in making your practice a success.

IN THIS EPISODE:

• [01:45] Cathy outlines her proctice’s strategies in place, beginning with the introductory phone call
• [3:56] Cathy gives an example of a conversation with a patient and how to build relationships
• [6:01] A listener has a question about lowering the minimum down payment and a discussion about monthly payments
• [9:27] A listener has a question about offering same-day starts during the exam. She doesn’t want to appear to be pushy
• [13:06] Discussion involving a child in making a decision of what orthodontic office to choose and the benefits of showing a patient that you are available that day to begin their treatment
• [18:40] Discussion of finances and making a family decision
• [20:54] Listeners are encouraged to send in their questions to be featured on a future episode

KEY TAKEAWAYS:

• Taking your time with patients and listening to their concerns is paramount to making them feel comfortable proceeding with treatment and the financial arrangements
• Making down payments affordable and flexible is key to encouraging patients to begin treatment
• The way collecting a first payment is framed is essential to allowing a patient to feel they are in control of their finances and are not being pushed

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

QUOTES:

“Great customer service is tough to come across now. So we ensure we allow plenty of time for that new patient call. Granted, some people are in a hurry, and we have to adapt to that, but for the most part, it's all about taking your time and listening.” Cathy

“A while back, we went to $500 down as the minimum payment. That has seemed to be the sweet spot. It's affordable for them and we can actually extend the payments out 6 months. We do a soft credit check. We look at their employment and if they had other children treated, and how the payments were at that point in time. If there are multiple kids, sometimes we'll even go lower than $500 because putting two kids through braces is a lot, and we don’t want them to have to choose which one gets them first. It has not really caused any issues.” Cathy

In this episode of Practice Talk, Laci Ellis, the host, warmly introduces Janella Perez, a seasoned orthodontic professional with 17 years of experience who brings a wealth of knowledge from her varied roles within the office. Janella shares her office’s successful strategies for welcoming new patients and fostering a positive environment for current patients, emphasizing the importance of feeling valued. From handling emergencies to ensuring stocked supplies and cross-training staff, Janella covers essential operational aspects to maintain smooth clinic functioning. The conversation culminates in a discussion on aligning staff with effective marketing strategies. Tune in to gain invaluable insights and actionable advice for enhancing your practice.

IN THIS EPISODE:

• [01:39] Janella discusses how she makes new patients feel welcome and how staff walk the patients to the checkout area
• [5:22] Staff always work emergencies into the schedule, and Janella shares that they have two overflow chairs
• [8:25] A listener asks how to stay on top of supplies and ordering
• [11:21] A listener asks how to keep the doctor on schedule
• [16:28] Janella discusses how she ensures quality control and consistency with a patient and how we cross-train staff in different procedures
• [26:32] Discussion of how we divide marketing efforts between staff members
• [33:17] Lacie invites listeners to send in anonymous questions and stories to pacticetalk.com

KEY TAKEAWAYS:

• At Webster Orthodontics in Las Vegas, patients are offered “Webster Wages,” which can be used for free gifts. Patients have their choice of gift cards and other valuable items.
• Webster Orthodontics stresses clear communication within their office staff and directly to the patient.
• Cross-training between the front office and clinical staff is critical to maintaining cohesive flow and camaraderie within the staff.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

QUOTES:

“We introduce new patients to the back offices and show them where the magic happens. Dr. Webster and all the staff always welcome them. We want all our patients to feel welcome. The tour is my favorite part of welcoming patients.” Janella Perez

“When an assistant needs to be better at a particular procedure, they tell me, and I say, great, you're getting all of those patients until you love it. We will tell them how to do it, show them how to do it and then oversee them while they do it. I will not leave their side until they're comfortable doing it because I don't want my patient or the parent to think this assistant does not know what they're doing.” Janella Perez

In this episode of Practice Talk, the Marketing Director of Lupi Orthodontics, Heather Hamm, divulges her office’s strategies for orchestrating prosperous community events. She highlights the diverse range of events they've organized, noting that those centered around health and wellness consistently draw the largest crowds. Heather emphasizes the effectiveness of distributing branded swag, particularly citing ChapStick as a highly appreciated giveaway item — after all, who doesn't need ChapStick? Tune in for invaluable insights and practical advice from Heather's wealth of experience.

IN THIS EPISODE:

• [01:53] Heather explains that the most beneficial events have been health and wellness expos
• [6:03] There are a variety of ways to measure the success of an event
• [8:39] Discussion of how a private practice can stand out in the community
• [10:23] A listener asks how to get her team excited about marketing events, and Heather discusses the swag they use
• [17:22] How to build strong relationships within the schools and home-schooling communities
• [24:25] Lacie invites listeners to send in their recommendations of guests and topics

KEY TAKEAWAYS:

• Engagement in the community is essential because it says that you care and are willing to invest in people
• Theme-based swag is a great idea to tie everything together and show you have put a lot of thought into the event
• Getting staff excited about doing events is a process. Asking them to assist in creating the event is an excellent way to get their involvement, and in large practices, it can be a condition of employment

RESOURCE LINKS:

People + Practice - Website

Practice Talk Podcast - Free Downloads

Heather Hamm - LinkedIn

Lupi Orthodontics - Facebook

QUOTES:

“One advantage of Lupi Orthodontics is that we celebrate 30 years in the community. The doctor’s reputation alone speaks for itself. We’re starting to see the children of the patients he first treated coming to our practice, which is always fun and gets us excited.” - Heather Hamm

“I love swag. One of the most important things is making sure that it's quality, not necessarily expensive, but something that they're not just going to throw away. For example, on their way out of the event, our most popular in-office swag is chapstick. Everybody loves Dr. Lupi's chapstick. We give those to the patients after a procedure or hand them out at events. One thing I like to do with the swag is align it around the event.” - Heather Hamm

On this episode of Practice Talk, orthodontic assistant Jamie Kent unveils her office's secrets to successful virtual exams. She'll guide you through the entire process, from that first email to scheduling the first in-office visit. Jamie knows a friendly and qualified team member is vital to answering questions with a smile (even virtually). This ensures a warm welcome before patients ever set foot in the office. Jamie tackles common concerns like time commitment and the effectiveness of virtual exams. Tune in and discover how virtual exams can maximize time for your office.

IN THIS EPISODE:

• [01:59] Jamie describes the workflow her office uses for virtual exams.
• [4:22] Jamie shares how their technology does not place a barrier between the office and the patient.
• [8:28] Jamie’s office does approximately 20 to 25 virtual exams per month.
• [9:02] A listener is concerned that the virtual exam will take longer than having the patient come to the office.
• [13:24] A listener finds that the virtual exam patient is not as committed to follow through than an in-person patient. Jamie shares her feedback.
• [17:27] It’s essential to have a person with a vibrant personality answering prospective patients through email.
• [19:04] Jamie describes what the patient's first in-office visit is like.

KEY TAKEAWAYS:

• Jamie’s connecting system with patients avoids having the patient go through complicated sign-ins and still follows HIPAA guidelines.
• When you have a virtual exam program, always ensure a quick response to potential patients. Don’t put them on the back burner or promote the attitude that the practice is not responsive within a timely manner.
• A good indicator of whether a patient is interested in having work done is if they send in photos and their insurance card.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

BIOGRAPHY:

Jamie Kent has been an orthodontic assistant since May 2013, when she graduated with a certificate in dental assisting from CCRI. Going into the program, she always knew she wanted to work in an orthodontic office because she enjoyed having her braces so much! She loved all of the assistants who worked on her, which planted the desire for her to give that same experience to others. She currently works as an orthodontic assistant and virtual treatment coordinator part-time, and she is a full-time mom of 2 kids and a very large Newfoundland. In her free time, she enjoys curling at Ocean State Curling Club in Rhode Island, spending time with her husband and kids, and reading whenever possible.

QUOTES:

“What I'm really proud of with the technology we have in place is that we can text or email two-way communications that are HIPAA compliant without the patient having to take that extra step that puts a barrier in place for them to jump into the conversation.” Jamie Kent

“If your office is considering implementing a virtual exam platform, you’ve got to be careful about not putting it on your team that it is done “in your spare time activity.” It's like a new patient walking in the door. You want them to see the best side of your practice. So answer them during your 8 to 5 schedule, because that's when people think you're going to respond.” Jamie Kent

In this episode of Practice Talk, orthodontists and dental professionals discover the key to a smoother, more productive lab: clear and consistent procedures. Join Brandi Lafreniere as she reveals how to empower your staff with well-defined processes, leading to improved lab efficiency and, ultimately, happier patients. Brandi will share practical tips and insights using uLab. Tune in today as she sheds light on the latest developments in orthodontic lab management.

IN THIS EPISODE:

• [01:26] Lacie describes how she met Brandi and a bit about her work history
• [2:23] Brandi shares how her career began and gives insight into some specific systems and procedures that she uses in her lab. She provides an example of what happens when a process is not followed
• [7:21] Brandi answers a question for a listener regarding how she regulates the number of people she has in the lab
• [12:01] Brandi gives a solution to a listener's problem about always having to rush to get something done for a patient
• [16:07] How to ensure that the patient understands the next steps of the process
• [17:46] Brandi discusses trends and how technology has impacted the field
• [22:00] Brandi delves into the uLab system
• [27:32] Brandi shares some tips, and Laci reminds listeners to submit questions or topics for future podcasts

KEY TAKEAWAYS:

• While well-trained staff is crucial for lab efficiency, the key lies in everyone collaboratively following clear and consistent guidelines.
• Patients need to understand the treatment process and actively participate in achieving their dream smile.
• Using up-to-date technology is pivotal in a lab setting, as modern machines and systems save time and enhance the overall working environment by simplifying tasks significantly.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

QUOTES:

“Your 3D printer needs to be calibrated every once in a while to ensure it works correctly. If the printer is off by millimeters, retainers will not fit in the patient’s mouth. Another tip is to ensure your machine is not overheating the aligner material.” Brandi Lafreniere

“We had different sets of material for uLab, different for retainers at the end of the D band, and so, it’s organization. It comes back to just keeping things organized and knowing where everything is.” Brandi Lafreniere

Are you curious about what key factors contribute to a clinic's efficiency? Mia Vincent has successfully honed the skills that will make your office efficient. With valuable scheduling insights, she is enthusiastic about sharing the positive impact of dental monitoring on their practice. Mia will address listener’s questions, including strategies for handling conflicts between the front office and clinical staff and how to create a positive office morale. Don’t miss this episode of Practice Talk to hear Mia’s valuable insights into managing an efficient clinic.

IN THIS EPISODE:

• [01:44] Mia shares an overall view of how her practice functions, including welcoming patients coming into the clinic
• [3:49] Mia describes how they run their schedule for the day, and Lacie outlines the use of the report card system
• [5:40] Mia discusses how her practice manages emergencies and shares how dental monitoring has helped streamline their schedule
• [10:39] Mia answers a listener's question about scheduling doctor time when the schedule is full
• [14:01] A listener asks what to do about the drama between the front of house team and the clinical team
• [20:32] Mia defines dental monitoring and the benefits of its use
• [25:31] Mia leaves the audience with additional advice on running an efficient clinic

KEY TAKEAWAYS:

• Parents can choose whether to stay in their vehicle or come into the office with their child. The parent can be updated on the progress of the orthodontic procedure either in the chair or they can be updated by going with the child.
• One way to deal with emergency cases is to have an extra chair in the office designated specifically for emergency cases. Staff can then jump back and forth between the emergency case and their scheduled patients and serve everyone.
• Bickering between staff can change the entire dynamic of an office. It’s vital to deal with this problem sooner rather than later. Many approaches can be taken, but the bottom line is sometimes, someone may not be the best fit for the position or the team.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

BIOGRAPHY:

Mia Vincent graduated from her dental assisting program with expanded functions in Orthodontics, Fixed Prosthetics, Removable Prosthetics, and Restorative. Since then, she has returned to school for her bachelor's degree from Missouri State University in Health Services. In the office, she wears many hats including assisting chairside, Dental Monitoring coordinator, and social media manager. Outside of work, she loves spending time with friends and family, working out, attending church, and shopping.

QUOTES:

“Patients and parents don't understand the blessing of having room in your schedule to be seen the same day because when you see 100 to 130 patients a day, there isn’t an appointment time available. Whereas when you're seeing 40 to 70, you have room. You can see new patients, and with emergencies, there's always room to see them.” Mia Vincent

“We use a light system in our office. When we need the doctor, even if it's for a question or we're ready to be checked, we turn our lights green, and that allows both doctors to know we are ready for them whenever they are available. If several of us turn green simultaneously, our system numbers which one of us turned their light green first, so they know who to go to first. In a perfect world, that always works out great.” Mia Vincent