Nobody Told Me That! with Teresa Duncan
142 episodes - English - Latest episode: 15 days ago - ★★★★★ - 50 ratingsTeresa Duncan explores the dental business from behind-the-scenes of the industry to tackling management and business issues in the office. Show notes over at http://nobodytoldmethat.libsyn.com/
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Episodes
EP 85: Judy Kay Mausolf Teaches Me About Team Culture
August 25, 2021 07:01 - 1 hour - 96.9 MBPopular speaker and workshop host Judy Kay has been helping teams collaborate and succeed for as long as I’ve known her. I asked her a million questions about practice culture and how to not only change it but to protect it as well. We went through quite a few scenarios and then topped it off by reminiscing about our own times as manager and Chief Everything Operator many many years ago. I always enjoy my time with her and I hope you do as well! Full show notes on the podcast home page! h...
EP 84: Patients, Employers and Membership Mojo
August 11, 2021 07:01 - 1 hour - 86.3 MBBrad James and I dished about the landscape of dentistry and then considered it from the patient and employer points of view. He’s the Director of Partner Development for Kleer, a membership plan software solution. We go into a few statistics (of course) about patient behavior with and without insurance as well as how offices could change strategy when faced with increased consumerism. We had a great talk about patient attrition and why dentists don’t explore this expensive practice weak...
EP 84: Patients, Employers and Membership Mojo with Brad James
August 11, 2021 07:01 - 1 hour - 86.3 MBBrad James and I dished about the landscape of dentistry and then considered it from the patient and employer points of view. He’s the Director of Partner Development for Kleer, a membership plan software solution. We go into a few statistics (of course) about patient behavior with and without insurance as well as how offices could change strategy when faced with increased consumerism. We had a great talk about patient attrition and why dentists don’t explore this expensive practice weakne...
EP 83: Dilaine Gloege Teaches Me About Dental Medicare Advantage Plans
July 28, 2021 07:01 - 1 hour - 87 MBWhere did all these Medicare Advantage plans come from? They’re great for seniors to be able to afford more dental care but they’re taking a lot of offices by surprise. I asked my friend Dilaine to break it down for you (and for me!) We throw around a lot of words like opt-in, enrolled and prescribing physician. They each have significant meaning and we will need to not only know them but to adequately explain it to our patients. I expect you’ll take plenty of notes - I know I did! Full sh...
EP 82: Financial Ledgers and You: Love Story or Work in Progress? with Dayna Johnson
July 14, 2021 07:01 - 44 minutes - 61.7 MBReturning guest Dayna Johnson talks to us about what she’s seeing in patient accounts. Some of the most common mistakes can cause big headaches when it’s time to bring on a new dentist or time to make a sale. Find out which reports she runs daily, weekly and monthly - and why. If you love numbers and attention to detail then this episode is for you 💰 Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes: “When she went to sell her practice she ran her r...
EP 82: Financial Ledgers and You: Love Story or Work in Progress?
July 14, 2021 07:01 - 44 minutes - 61.7 MBReturning guest Dayna Johnson talks to us about what she’s seeing in patient accounts. Some of the most common mistakes can cause big headaches when it’s time to bring on a new dentist or time to make a sale. Find out which reports she runs daily, weekly and monthly - and why. If you love numbers and attention to detail then this episode is for you 💰 Quotes: “When she went to sell her practice she ran her reports for probably the first time.” “I think a lot of people had a lot of time...
EP 81: Adapting To Your Team’s Communication Styles with Lisa Copeland, RDH, CSP
June 30, 2021 07:01 - 56 minutes - 77.4 MB“Disruption offers opportunity” - wise words from my guest Lisa Copeland. We talk about being brave, encouraging and firm in our team interactions. Each position and age group in our office has its own communication styles. The last year brought to light issues that should be addressed before they can cause lasting damage to your team. Topics like bullying, burnout and generational behavior are addressed. Hope it’s helpful! Full show notes on the podcast home page! https://nobodytoldmet...
EP 80: Micromanagers and Dental Witches with Dr. Gina Dorfman
June 16, 2021 07:01 - 1 hour - 113 MBDr. Gina Dorfman joins me to discuss her perspectives on patient behavior, group interviews and not managing like a witch. Could you be a micromanager and not even know it? I was one - I’ll admit it. We then talk about how patients are usually ready to commit when they contact you. I think you’ll be surprised at how easy it is to turn a patient away. Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes: “Done is better than perfect.” “If you need to ...
EP 80: Micromanagers and Dental Witches with Dr. Gina Dorfman
June 16, 2021 07:01 - 1 hour - 113 MBDr. Gina Dorfman joins me to discuss her perspectives on patient behavior, group interviews and not managing like a witch. Could you be a micromanager and not even know it? I was one - I’ll admit it. We then talk about how patients are usually ready to commit when they contact you. I think you’ll be surprised at how easy it is to turn a patient away. Quotes: “Done is better than perfect.” “If you need to micromanage a person, you have the wrong person.” “Aptitude is great - we ...
EP 79: Bursting Social Media Bubbles with Rita Zamora
June 02, 2021 07:01 - 40 minutes - 56.1 MBRita returns to the podcast with a bold question: are we letting our own preconceived notions of social media affect how we reach out to patients? I can say that it does for me and I have to remind myself of what my audience wants from me, not the other way around. She shares a recent experience that caused her to rethink strategy as well. Find out what’s new with the Apple iOS update and why TikTok can be exhausting for dental offices. Full show notes on the podcast home page! https://no...
Episode 79: Bursting Social Media Bubbles with Rita Zamora
June 02, 2021 07:01 - 40 minutes - 56.1 MBRita returns to the podcast with a bold question: are we letting our own preconceived notions of social media affect how we reach out to patients? I can say that it does for me and I have to remind myself of what my audience wants from me, not the other way around. She shares a recent experience that caused her to rethink strategy as well. Find out what’s new with the Apple iOS update and why TikTok can be exhausting for dental offices. Quotes: “Our social media bubbles can hurt us....
EP 78: Manager’s Guilt Part 2: Handling It All
May 19, 2021 07:01 - 49 minutes - 68.2 MBDive into Episode 77 for the first part of this series. In this session, I share how I managed my time and duties. Tracking all the deadlines, review dates, renewal dates and the other stuff that pops up can be exhausting. Feel free to use my downloadable calendar as a guide and make it your own! Being a manager is hard - learn from the misses and celebrate your wins. You’re too busy to sit around feeling guilty :) Don’t forget to check out my other podcast Chew on This - A Dental Pod...
EP 77: Manager’s Guilt Part 1: What Is It and How to Handle It
May 05, 2021 07:01 - 35 minutes - 20.2 MBThis feeling just doesn’t affect new managers. Even experienced team leaders feel that they “should have known more” about a rule or a system. The job is hard and requires not only multi-tasking but still keeping track of many other items. In this two-part topic I’ll go over how a new manager could keep this guilt at bay by focusing on immediate concerns. For my experienced managers, we’ll also talk about goal setting to avoid burnout. Part 2 will focus on techniques and how I used bo...
EP 76: Putting Patients First with Innovator Dr. Bryan Laskin
April 21, 2021 07:01 - 58 minutes - 33.2 MBOne of my favorite people to keep an eye on is Dr. Bryan Laskin. He’s the founder of OperaDDS, Toothapps, Upgrade Your Practice and more apps and services designed to make our lives easier. In dentistry we see a lot of change with materials and equipment but not nearly the same in the administrative field. I’m talking about reimagining the way you do business not just improving what we already do. I joked with Bryan that he was ahead of his time with his OperaVR and teledentistry products. T...
EP 76: Putting Patients First with Innovator Dr. Bryan Laskin
April 21, 2021 07:01 - 58 minutes - 33.2 MBOne of my favorite people to keep an eye on is Dr. Bryan Laskin. He’s the founder of OperaDDS, Toothapps, Upgrade Your Practice and more apps and services designed to make our lives easier. In dentistry we see a lot of change with materials and equipment but not nearly the same in the administrative field. I’m talking about reimagining the way you do business not just improving what we already do. I joked with Bryan that he was ahead of his time with his OperaVR and teledentistry products. T...
EP 75: Minimizing the Unexpected Parts of Practice Sales with Dr. Suzanne Ebert
April 07, 2021 07:01 - 50 minutes - 28.8 MBI asked Dr. Suzanne Ebert to share the horror stories and what she’s seen go wrong when dentists buy and sell practices. My listeners need to know the dark side, not just the rah rah moments. Dr. Ebert is with ADA Practice Transitions™ and has facilitated agreements with strange requirements (take my wife, please!) but also many that have been a positive life changer for families and communities. Even if you don’t think this is in your near future you never know what life has in store. I’d r...
EP 75: Minimizing the Unexpected Parts of Practice Sales
April 07, 2021 07:01 - 50 minutes - 28.8 MBI asked Dr. Suzanne Ebert to share the horror stories and what she’s seen go wrong when dentists buy and sell practices. My listeners need to know the dark side, not just the rah rah moments. Dr. Ebert is with ADA Practice Transitions™ and has facilitated agreements with strange requirements (take my wife, please!) but also many that have been a positive life changer for families and communities. Even if you don’t think this is in your near future you never know what life has in store. I’d r...
EP 74: Talking Revenue With A Ninja ft. Andy Cleveland
March 24, 2021 07:01 - 55 minutes - 31.6 MBThe post-COVID state of collections may surprise you - it’s better than I thought. Andy Cleveland is my guest and is known as the Dental Practice Ninja (hi-ya!). We chatted about collections protocols, small claims court and when to write off balances. Have you ever wondered if you should forgive a balance when a patient dies? What about if you run into a collections patient outside of the office? I always love talking about money and so does he. I hope this episode is helpful! Full show ...
EP 74: Talking Revenue With A Ninja ft. Andy Cleveland
March 24, 2021 07:01 - 55 minutes - 31.6 MBThe post-COVID state of collections may surprise you - it’s better than I thought. Andy Cleveland is my guest and is known as the Dental Practice Ninja (hi-ya!). We chatted about collections protocols, small claims court and when to write off balances. Have you ever wondered if you should forgive a balance when a patient dies? What about if you run into a collections patient outside of the office? I always love talking about money and so does he. I hope this episode is helpful! Quotes...
EP 73: Why I Have A 24 Hour Rule
March 10, 2021 08:01 - 35 minutes - 20.3 MBEveryone has a few life rules that shape how they act, interact and react. One of my personal rules is that I wait 24 hours before making any big decisions or purchases. This can be very hard in a world with so much available instant gratification. I look back on some of the biggest decisions I’ve made and am thankful for this rule. I can think of a few big mistakes I would have made had I acted impulsively. I take this guideline and apply it to our workplace. Patients, coworkers and ...
EP 72: Life Is Too Short To Deal With Terrible Patients
February 24, 2021 08:01 - 28 minutes - 26.4 MBWhy do we put up with them? I recently talked with a friend who routinely purges ‘bad’ patients from his practice. We both thought that more offices should do this. I wanted to share my thoughts on rogue patient management with you. Hope it helps. Schedules full of awesome patients sound pretty good to me! Quotes “Imagine if you actually liked all your patients.” “Think about it, how many patients do you have that bring out this high anxiety.” “They have a philosophy where...
EP 71: Spotting Substance Abuse in Your Office with Edie Gibson, RDH
February 10, 2021 08:01 - 54 minutes - 49.8 MBEdie Gibson is a well-respected hygienist and a personal long-time friend. Although we met while educating about implants one of her personal passions has been to discuss addiction and mental health. I’ve learned over the years that just because someone is quiet and says they’re fine that it may not always be the case. At some point you’ll come across someone who needs help. I hope this helps you if you find yourself in similar situations. In the meantime, I’m sending hugs to you. Life ca...
EP 70: Fraudulent Hoverboard Dentist Dramatic Reading
January 27, 2021 07:00 - 57 minutes - 33.1 MBMy friend Kevin Henry joins me to illuminate the case of Dr. Seth Lookhart and his manager Shauna Cranford. You may know the doctor best as the Hoverboard dentist - he worked on patients while riding his hoverboard! I know! Hidden in the legal case documents are a bunch of texts between the doctor and manager. They showed just how they planned to get as much reimbursement as possible. Honestly, the hoverboard is the tamest part of the whole case. We took a little creative license and read...
2021 is the Year For Courageous Conversations - with Katherine Eitel Belt
January 13, 2021 08:01 - 1 hour - 41.9 MBMaster communicator Katherine Eitel Beltshares different ways she coaches offices through difficult conversations. Whether it’s the team, doctor or the patient, you’ll have to deal with intense and surprising situations. Katherine has some great diffuser solutions. Her talk about setting your own boundaries really resonates with me. I have personal boundaries but what are my business ‘heck no’ lines in the sand? Check out Katherine for communication workshops - she’s popular for a reason! ...
Three Key Insurance Developments to Watch for 2021
December 30, 2020 08:01 - 35 minutes - 24.6 MBThe upcoming year is already looking remarkably busy on the insurance side. I wanted to give you three areas to watch that will affect your practice. Throughout the year I’ll keep you updated on this podcast and in my newsletter. I appreciate that you see me as a resource, and I will continue to monitor carrier and revenue cycle management news for the industry. Thanks for helping the podcast grow this past year – I very much appreciate you. Here’s to a fantastic 2021! Episode 68 talk...
The Bugs Behind Periodontal Disease
December 16, 2020 08:01 - 47 minutes - 32.3 MBThis episode gets clinical but administrative folks need to know the why behind the treatment your doctor prescribes. Perio disease is linked to so many systemic ailments but did you know there are different bugs behind the disease? It’s why some patients respond well to SRP while others need more specific measures. We also discuss some of the conversations to have with your patients so they “get it.” Check out the graphics of these test results. Those alone are great education! Epis...
Holiday Edition: Fruitcakes and Fraud with Susan Gunn, CFE
December 02, 2020 08:01 - 59 minutes - 40.8 MBCertified Fraud Examiner and good friend of the show Susan Gunn is back! She details the case of the Collin Street Bakery embezzlement. It was a small business with high revenues - sound familiar? Take the lessons from this case and do an assessment of your office. Are you at risk? To be honest, your practice is always at risk. What matters is how fast you find the shadiness. This thief was pretty eccentric. Did you know they made mattresses from horsehair? Who knew! Episode 66...
Learning, Leadership and Empathy with Carrie Webber
November 18, 2020 08:01 - 54 minutes - 37.6 MBI’m always interested in how offices are handling the end of the year, COVID and other issues. Carrie Webber is the CEO of Jameson Management (one of the largest dental consulting firms in the country) and shared how Jameson offices are handling these situations. We talked about how her coaches had to switch into emergency mode while also trying to stay ahead of emerging problems. Leadership is a recurring theme for 2020 since so much crisis management was needed. Carrie and I round out the ...
Planning Your Social Media Content with Rita Zamora
November 04, 2020 08:01 - 45 minutes - 31.5 MBPlanning Your Social Media Content with Rita Zamora Rita Zamora is back to talk about social media marketing since COVID-19 entered our lives. Did you know that many patients left their offices due to lack of communication during the shutdowns? Imagine ghosting your patient base! We also talk about how creating a content calendar can simplify social media posting headaches. Episode 64 Highlights Social media during COVID Is your message positive? Informative? A guide t...
The Symbiotic Relationship Between Providers And Carriers
October 21, 2020 07:01 - 55 minutes - 38.2 MBMore behind the scenes of dental insurance! My friend Patrick O’Rourke joins me for a geeky discussion about contracts and negotiations (the geekier the better). Patrick has worked on both the broker and provider sides and now on the provider side. He still maintains great relationships which helps him and his company - Practice Quotient - stay on top of insurance trends. Episode 63 Highlights Shifts in 2020 contracts (post-COVID) Rescue Negotiations - don’t get in that situat...
How Do You Handle a Riot Near Your Office?
October 07, 2020 07:01 - 32 minutes - 22.5 MBToday’s guest and my friend Dr. Brett Wells shares his story of not just one but two riots that affected his office. He’s learned a few lessons from the experience. I’m grateful that he agreed to share his story and those lessons. It may not be a riot but a natural disaster that threatens your physical location. The takeaway is that we should plan for the weirdest possible scenario. Did anyone have rioting and looting on their 2020 checklist? I know I sure didn’t! Episode 62 Highlights ...
Onederful Is Trying to Simplify Benefits - Fingers Crossed!
September 23, 2020 07:01 - 46 minutes - 31.7 MBEpisode 61 Highlights Onederful Is Trying to Keep You From Calling Dental Carriers - Fingers Crossed! My insurance nerd flag was flying for this one! Karen Taylor of Onederful joins me to talk about the technology behind dental carrier information. If you’ve ever wondered what happens behind the scenes then this one's for you. Karen and Teresa discuss the timesuck of gathering eligibility and benefits What the heck is API? You use it almost every day in the office. Why w...
Fellow Insurance Nerd Colleen Huff is Back!
September 09, 2020 06:00 - 59 minutes - 40.6 MBEpisode 60 Highlights My benefits buddy Colleen Huff returns for another session of carrier happenings. We talked about PPE payments (who is paying and how to apply the payments) and how some plans are relaxing frequency limitations in light of COVID-19. Have you noticed that managers are burning out? We have. We’re hearing and feeling it. How you train your new employees can make your life less stressful down the road. Don’t skip the onboarding process because you don’t have time - i...
Talking Practice Sales and Acquisitions with Natasha Gillis
August 26, 2020 07:01 - 1 hour - 57.5 MBEp 59 Often we don’t discover the legal side of practice sales until we’re in the thick of it. Join me for a very information-heavy episode that focuses on ownership, numbers and how patients react to practice transitions. Natasha walks us through why a business plan and certain analytical reports are needed. She has a 3-Step Process that she uses with clients on both sides: buyer and seller. The devil is in the details and contract law is full of them. After this episode you’ll at least k...
Making Your Practice A Home For Your Team
August 12, 2020 16:40 - 1 hour - 49.6 MBEpisode 58 Angela Davis Sullivan and I go way back in our consulting days. I’m excited that you’ll hear her solutions for handling employee personalities and the weird situations we find ourselves in as leaders. Her advice is just so solid and I hope it’s helpful! Highlights Covid-19 and charging for PPE - how has it affected her clients The concept of ‘work family’ What will happen when kids don’t go back to school Communication within your practice Discussion around new hires...
Lois Banta Gives Advice on Post-Dental Careers and Keeping The Magic In Your Practice
July 27, 2020 05:45 - 58 minutes - 135 MBEpisode 57: Popular guest Lois Banta is back! This time we talked about the many conversations we've had with colleagues about leaving their jobs but staying in dentistry. Then we switched gears so she could share what her clients are doing to keep their practices humming along. Resources mentioned in this episode: The NYT article regarding meetings in COVID age Speaking Consulting Network information Lois talks about her 10-10-10 method for adding time to appointments until you get...
Ep 56 Developing Leadership While COVID-ing with Geri Gottlieb
July 02, 2020 15:26 - 55 minutes - 127 MBThis is not news to you but leadership has evolved since COVID-19 steamrolled came into our lives. Out of necessity, new leaders with new leadership styles have emerged. How are you handling upset patients, new coding and exhausted coworkers? First, take a breath and realize you're not alone. Then let Geri give you examples of how her teams (and others) are navigating the "new normal." Don't you hate that phrase? Me too but at least you know what I mean! Geri drops advice on several topic...
Ep 55 Talking Progress Notes and Coding with Andre Shirdan
June 12, 2020 05:40 - 57 minutes - 131 MBAndre Shirdan is a former Patterson trainer and the founder of the Eaglesoft Field Guide Facebook group. Even if you're not an Eaglesoft office, this group discusses everything dental - you need to sign up for it! He is a 'recovering front desk person' and his therapy included training hundreds of other practices. He now speaks around the country on not only Eaglesoft topics but management and leadership. We had a great talk about progress notes (yes, I was in heaven!) and tracking costs wit...
Ep. 54 Hit & Run with Lois Banta: The Controversy Around Charging for PPE
June 01, 2020 03:59 - 11 minutes - 27 MBI asked Lois to do a quick take about the controversial discussions surrounding PPE charges. She shares: her verbal skills should you decide to charge a fee why you need a system for inventory expense tracking her thoughts on if PPE fees are here-to-stay or just temporary charges If you need more conversation surrounding the topic then send her an email. She's always helpful! Email: [email protected] Site: www.bantaconsulting.com Keep an eye out for her new book High Impact...
Ep. 53: Rachel Wall Teaches Me About Periodontal Classifications and Claims
May 19, 2020 05:53 - 53 minutes - 123 MBPeriodontal claims can be frustrating for even the most veteran of insurance coordinators. Rachel Wall of Inspired Hygiene is here to teach us how the new classifications will impact patient care. She goes over: What is staging and grading? How do systemic issues like diabetes, heart disease and inflammation factor in a patient's stage? We talk about the answer for "is it once a perio, always a perio?" It's about risk. How to incorporate this information into your claims and conversat...
Ep. 52 "Unexpected PIVOTS in Leadership with Ginny Hegarty, SPHR"
May 03, 2020 18:34 - 1 hour - 142 MBHow are your teams shaping up? Are you reconnecting as well as you thought? Ginny has worked with so many teams who were grateful to have someone help them to find their groove. Leadership is not easy and leadership during crisis is a real look at who you are as a manager/leader. We talked about a few different issues including: - Staying connected with no physical contact - Finding and trusting resources when news is so fluid - How the Society for Human Resources Management should be a ...
Ep. 51 "Virtual Conversations and Management Truths"
April 16, 2020 04:55 - 55 minutes - 127 MBTeams moving to a remote formation is a relatively new part of management. Kristine helps me understand how leaders have to really create and uphold the office's cultural norms. Yes, it's hard but it's an essential responsibility for a manager. What kind of dynamic comes out when you don't see your coworkers every day? You're all finding out now, aren't you? We go back to Manager Basics with these concepts: - TQM - Forming, Storming, Norming, and Performing theory - Fight or flight re...
Ep. 50 "Managing Your Practice through COVID-19 Times"
April 05, 2020 22:50 - 57 minutes - 132 MBBeverly Wilburn, FAADOM joins us for a frank talk about how COVID affected her office. She also shares her experience as an expert witness in malpractice cases. Talk about eye-opening! We discussed: What she did and didn't do right when the virus affected her office, How she's going to preserve her relationships with referring offices, What will PPE look like post-COVID? What lessons has she learned from her times in court? What documentation do many offices leave out of the clinica...
Ep. 49 "Teresa Teaches Teledentistry to Kevin"
March 24, 2020 05:48 - 1 hour - 138 MBTeledentistry is all the rage right now. With COVID-19 keeping us from physically seeing patients, many dentists are now interested in how to make contact virtually. We pretended that Kevin was an attendee in one of my classes and my job was to teach him the basics and FAQ about teledentistry. I covered: What is 'teledentistry'? What do I need to get started? The billing codes and the ADA's new guidance in this area Why teledentistry should be part of your customer service arsenal Othe...
Ep. 48 “COVID-19 Time Warp and the Numbers Behind Dental Shows"
March 18, 2020 08:14 - 54 minutes - 125 MBSo much changed in just one week. Kevin and I discussed COVID-19 (coronavirus for most people) just a few days before states and federal governments got involved. We talked a little infection control but we really focused on the impact this will have on not only meetings but practices. We took the opportunity to peel back the curtain on vendor costs at dental meetings. All the shows we discussed except for the California Dental Association have been cancelled. I'm including links here ...
Ep. 47 “How to Terminate a Patient Relationship"
March 04, 2020 07:34 - 23 minutes - 54.7 MBIt sounds so ominous, right? Well, depending on the person it can be a huge relief or a big pain in the ... you know what. This was a reader request (thank you!) and I responded by giving you: When I would absolutely terminate, no questions asked How I would do it The step-by-step routine regarding documentation and team involvement Some go-to lines for those very uncomfortable face to face conversations I hope this is helpful - let me know if you do anything differently. I love hear...
Ep. 46 “Rita Zamora Tells Us How To Get Found By and Stay Relevant To Your Patients”
February 13, 2020 08:10 - 48 minutes - 111 MBRita is one of the leaders in dental social media marketing. She’s always got an eye on the trends and why they matter. Do you know about the new Google My Business? I had just heard about it and here she is telling us how to make it happen in your practice. Very timely! We also talked about: Instagram stories compared to Facebook stories Ads on Facebook and how you can get placed into Facebook Jail without even realizing it We tackle the age-old question of ‘should I be friends with ...
Ep. 45 "Graceful but Firm Communications with Lois Banta"
January 22, 2020 11:00 - 49 minutes - 114 MBLois knows A/R, management and mentoring. And that’s just a tiny bit of her talent. A couple of highlights: How have patient conversations changed over the last 15 years? How big of a part does fear play into patient decisions? What clues does she look for in an interview? (free to you via email) Why she’s on a campaign to bring ‘grace’ back into our offices What are the red flags she finds in offices? Her advice for new associates – it’s golden What does one of her doctors do a...
Ep. 44 “Employees Who Steal: Who Are They and How They Eventually Get Caught”
January 13, 2020 04:42 - 50 minutes - 44 MBKevin returns to co-host this episode and we discuss the strangeness of embezzlers and their motivations. It was brought up by this article about an alleged embezzlement by an office manager in Utah. We also discuss one of the ‘queens of embezzlement’ Lori Doughty. But we’re not just trying to scare you. The episode goes into the traits of an embezzler and how to spot them. For many of you they’ll sound very familiar. Here’s a hint: They leave late and come in early Reluctant to take...
Ep. 43 "Dishing with Friends: Talking Payment Arrangements and Patient Trust"
December 17, 2019 12:00 - 47 minutes - 69.5 MBSometimes having dinner with friends brings out hidden talents. My companions were Lisa Spradley of Front Desk Lady for Hire and Angela Martinez of CareCredit. Here’s some of what we talked about: Patient trust is directly tied to financial honesty How Lisa brought her treatment planning philosophy to corporate dentistry and then enhanced it with their systems Is there a place for DiSC or personality types in these conversations? How does sticker shock play into this? “Happy patient...