Welcome to Front Office Rocks, the hub for dental practice solutions created by Laura, a veteran in the dental industry and the founder of an esteemed online dental training company. Our channel is designed to revolutionize the way dental teams handle daily challenges, transforming obstacles into opportunities. 🦷 What We Do: We recognize the hurdles dental professionals face - such as cancellations, no-shows, intricate insurance cycles, staff management, and the unpredictable nature of patients. 🎓 Our Offerings: Subscribe to our channel and discover actionable tools, tips, and tactics. 🎥 Explore Our Content: Whether you're a practice owner, manager, or part of the dental staff, our videos are designed to empower you and elevate your practice. 🤝 Join Our Community: Connect, engage, and grow with us. We're not just a channel; we're a community committed to your success. Subscribe today and take your dental practice to the next level with Front Office Rocks and Laura Nelson.
Im always the early riser and im always on time for my appointments because I love going to the dentist especially to see my two favourite dentists my orthodontist Dr. Drew Smith and my oral surgeon Dr. Kerr I’m always comfortable at my appointments because I bring my weighted blanket and stuffed animals 🧸 to comfort me and while I’m waiting in the waiting room I fall asleep I take a nap while they’re preparing the treatment room that helps me. 🤗🩷💐🫶🫶🦷🦷
im a leader and an ambassador at my orthodontists office and im always a great leader because i always talk good about both of my favourite dentists my orthodontist Dr. Drew Smith of Smith Orthodontics and my Oral Surgeon Dr. Kerr at Interface Oral Surgery Centre because my cousins wife Pina she told me at my Aunts Family Reunion because we used to have it at her trailer park in Bayfield, Ontario Ontario is my province that I live in and then my aunt Arminda sold her trailer because she retired so then we had it at my cousin Jeff’s house my aunts sons house and my cousins wife Pina she told me she went to go see my favourite orthodontist to see if she needed braces but she said that she didn’t need braces and that her daughter my cousin Valentina was going to go to him for braces but then she went to another orthodontist that her friend had told her to go to. I’ve had braces already once but my orthodontist had told me at last in- person appointment that I may get them again only after I had my wisdom teeth removed because my dentist Dr. Dunn and Dr. Andersen had told me I only had 2 lower wisdom teeth and on the day of my surgery on Thursday, April 18th at 8:30 in the morning Canadian time when I was signing the permission form for to do my surgery my surgeon had found out that I had all 4 of my wisdom teeth but I had an Amazing experience because i had waited 7 years since 2017 when my surgeon first started at his office to have had them removed because I started hurting really bad at my moms aunts house at my family gathering at Thanksgiving or Easter of 2017 and after I ate dinner I went to go and brush my teeth and I had saw this white thing and I was like” no not my wisdom teeth already but then I went and layed down on the couch because I had a toothache but then my moms cousin my cousin Eric who’s a family dentist asked me why are you laying down ??” And I’m like” because I have a toothache “ and he’s like” what makes it hurt ??” and I’m like I have a toothache so then he took a look at it with his iPhone light and indeed it was my lower left impacted wisdom tooth. so then he told me to book a dentist appointment after the holidays and I’m glad i did but my first wisdom teeth consultation I was very nervous at the time because I was only 15 and now im 21 turning 22 in May next year but I got my wisdom teeth removed 3 months ago in April of this year and I was 20. but I really regretted waiting to get them removed because I just should of had them removed during the shutdown because I found out by watching my oral surgeons office COVID video that they were open just for emergencies or if you were in pain but then after 7 years my mom at my second consultation on April 2nd had asked Dr. K she embarrassed me in a good way she’s like” when are you available to do the surgery ??” And he’s like” I can do it sometime this month if you would like “ and so me and my mom booked right after the consultation and also I did so much better not as nervous but still nervous because the oral surgery assistant had checked my blood pressure and said it was a little high but my mom told them I was nervous and also Dr. K told my mom it’s because of my apprehension. but when Dr. K checked my teeth I was already hurting again and I was having a hard time breathing when he leaned me back in the dental chair but my mom told him that I was having pains, headaches, gum pains, toothaches, jaw aches and headaches and having a hard time breathing and also I’m a mouth breather at night so it’s hard for me to breathe through my nose and also I was supposed to go and see the ENT- Ears, Nose and Throat doctor but my moms sister my godmother Carla who’s blind - Visually Impaired) had told me that I apparently cancelled and that I didn’t want to go because I’m very sensitive to pain but maybe I’ll book another if needed or Amy e it’s because my bite is off and also my two front teeth are over lapping and my orthodontist told me he can get back the upper braces and maybe lower braces if the need be or maybe just my retainers to see if that helps. and he told me and my mom that it will all disappear after the surgery which I feel so much better now. I’m definetely a leader in Dentistry because I’m always recommending my Orthodontist and my Oral Surgeon to people who either needs cosmetic work or wisdom teeth removed and or jaw surgery to correct their bite which my orthodontist had recommended to me and my dad back in 2014/2015 to have jaw surgery but I was only in elementary school and I was still very young but I’m thinking of doing it maybe now that I’m older if my orthodontist still wants me to do it because now that I have trust in my oral surgeon and also I want to ask both of my favourite dentists if they can do Veneers on my teeth because I’m also interested in doing some cosmetic work on my teeth. And also my brother Christian he’s turning 19 in August he told me he went and switched out lightbulbs at my orthodontists office and he said that his office is really nice because he works for The City Of London of my city of London, Ontario working with the trades people and he got called to go and switch lightbulbs at my orthodontists office because he is working towards being an electrician so this way he gets some experience as a Gen Z and also I’m a Gen Z as well. 🤗🩷🫶🫶🦷🦷💐
my orthodontist at my last appointment in-person he told me that he had something in common with me because since I’m the Ambassador of his office he told me that since I’m always shy that when he was my age he was like that but then as he got used to seeing people then he eventually got better but I’m still a little bit shy but I will try because I’m taking a special needs course at Fanshawe College in September called CICE- Community Integration Through Co- Op Education course ) here in Canada 🇨🇦 it’s a program for kids with Developmental/ Learning Disabilities or Brain Injuries and or Unique Needs as we call it “ and you can take 4 programs in the program: Business, Photography, ECE- Early Childhood Education- I chose this as my second option because I love little ones and also I’ve taken my Highschool Parenting course at Regina Mundi Catholic College RMC like 10 times) ),Cooking like culinary skills and Office Admin which I chose as my first option because I want to work in a dental office because I love Dentistry either with my Orthodontist Dr. Drew Smith of Smith Orthodontics or my Oral Surgeon Dr. Kerr at Interface Oral Surgery Centre but my orthodontist sold his old office back in 2014/2015 and he’s moved far away from my area of the city so I might stay close to home working at my oral surgeons office because he is still close by my area he’s always been and also my dads parents my grandparents house is close to my oral surgeons office. 🤗🩷🫶🫶🦷🦷💐
In a computer nothing is ever lost unless a really savvy programmer erased the markers. The FBI got into high lever government to find deleted e mails. Remember.
Great tips! I am greatful for my career and dental assistant reception job thanks to God. God is faithful.God bless you beautiful! How do I stop being drained and how do I shorten leaving voicemail🥰💕✨
Love your analogy of “communication “ I’m in a small private dental practice that I began working for 7 months ago and the dental assistant and I ( front desk receptionist) can not do.. As soon as we start to chat here comes the doctor breaking up the conversation. Makes me wonder why.. Not to mention we do not get a lunch break through out the work week. Even after working 10 hour shift during the week. And I was told by the doctor that I need to have my hair up at all times because it’s a HIPPA LAW. Also I am responsible for setting up patients schedules, but if the doctor notices that even 1 cancellation took place she is running like a mad person telling me to fill it immediately. Then she also changes patients schedules by moving them either up 15 minutes or down without there knowledge, so when I call them to confirm guess who gets yelled at by the patients, I do the receptionist.. So much unethical behavior in this establishment, it’s irritating. Any advice on this would be helpful..
Love how informative, and how the training is simply put......Laura its great how you put the interviewee at ease with the tone and pace of the questions. You Rock!!!
I have never experienced any dental office jobs. however i’ve had 5 months seniors home receptionist and in april 2024 i will start my dental office administration online course. I’ve got a dental receptionist interview in march 2024. They knew I dont have a dental experience background yet they called me for an interview and gave me a chance to prove myself. I really want get hired. that’s why I am studying about dental office and terminology everyday. How can I ace my interview and get hired?
If there are external factors involved, I will blame external factors. That's how I am. My priority is presenting the facts as they really are. During my lifetime, I have, on multiple occasions, been used as a scapegoat and faced exaggerated allegations. Self-preservation has been a way of life for me for as long as I can remember. I am always the good guy, no matter what.
I also appreciate the suggestion of giving tours to new patients. It not only familiarizes them with the office layout but also builds a connection by explaining unique aspects of the practice!
Yes, ppl really do not understand how important this is as our members are important, we essentially have to focus and analyze what we are reading. being able to ultimately explain to members accurately how it works. So many members and providers are being told claims were denied. It’s much easier when providers are informed to follow detailed instructions on how we are needed those claims sent bc it makes a difference to follow those guidelines while filing bc it will be rejected.
So Maximum Individual Calendars yr is that the amount total the member could use to pay for treatments? No matter what treatment code specifies? What if it says deductible denotes 100 % of exemption. Also, if insurance companies does not use subcategory such as major it’s all in including in one category for instance periodontists, endodontist, restorative, oral exams etc
What if the provider calls the insurance and states patient did not receive services patient insurance paid for that specific procedure code but pt never had services someone from the providers office incorrectly submitted claim
I totally understand and it sounds like a conversation that you might need to have with your owner. The front desk can be an insane place and multi tasking is a huge part of the job, however, you also need support. I would suggest that you have a conversation with your doctor or office manager about your frustration and getting support for you. It might be as simple as delegating some of what you do to someone else on the team, or outsourcing some of your work to a 3rd party company. You might also be in need of hiring someone to help you and my suggestion is being honest and open with your leadership.
@@LauraHatchFrontOfficeRocks What do you do when they don’t listen to your concerns? You can only ask so many times. My opinion is that you should not have to care more than the owner. You put in what they put out.
@@soniabaez8423 That is a hard one and I agree. I would suggest that you have a tough discussion around that topic and then decide what is best for you.
How do you all things when you are the only person doing all the things? I schedule All treatments I check in/out patients Incoming/outgoing calls Reports And more!
I appreciate you taking the time to write a comment! I am glad to hear that these videos help and please get in touch if you ever need a speaker/trainer for your group to come in person. I love training and helping groups grow
i have an issue. i was planning on using my care credit card to pay for a procedure. after the procedure i used it and the available balance was gone. it was reduced by the bank thay offers care credit. after i used my insurance i still owe $862. i dont know how im gonna pay them.
How do you interrupt a patient who is talking when the phone rings and then pick up the phone and then you have to tell the person on the phone to wait while you talk to the first person. Isn't it rude to stop someone mid sentence. What words would you choose?
For the patient in front of me, I would put up one finger with a smile while they are talking (they hear the phone ringing) and very super politely say, "I hate to cut you off, but do you mind if I grab this call?" Then when I answer the phone, answer with friendly but clear communication, say something like, "this is Laura, I am working with a patient in front of me. Your call is important, do you mind if I take down your name and number and call you back in a couple minutes?" or something like that. What I would not say is .... how can I help you or what are you calling for - when I have someone standing in front of me because murphy's law would be that they would start into a 10 minute story. I am a huge fan of takinga message and calling the person back rather than leaving them on hold for a long period of time too. If you run control of the conversations in a friendly manner, most good patients will understand.
Thank you for the helpful first interview tips. I am going on my first working interview for insurance coordinator and after years of experience but never a working interview so your video is very helpful.
For a school with a lot of service providers is there a way to alphabetize them so when scheduling a patient we can find the providers name efficiently?
I recent got chastised for talking too long on the phone with a new patient!!! They want to be heard and tell their story. I think that if they feel heard and you can get them in quickly, you have made a VERY happy new patient experience!
Thanks for the guidance. I’m quick to learn more…. Have got the team some solid phone training, but still can seem to get them to book a solid day of production!!!
Thank you for taking time to make a comment and love that you watching videos to help your practice and team! It sounds like your team needs some scheduling training, which we provide at Front Office Rocks. If you have questions or want to get a tour- reach out to us.
Okay you never actually taught us how to actually answer the phone. I thought you were going to show us examples on what to say (dialogs) over the phone. Not rant about not answering the phones. But, thanks for the no answering calls tip anyway.
Well I have an online subscription website that you can join to learn all you need to answer the phone. My youtube channel is to share tips and motivate you to do better in your job. If you would like more help with answering the phone, we would love to have you join us at Front Office Rocks.
