Contributing Writer Scripts are OK as general outlines for predictable situations (new patient phone calls, etc.). But front desk people need to think on their feet and actually hear what patients are saying and what they mean, and be able to handle each situation accordingly.
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a. Don't allow anyone to use petty cash as an ATM, including the practice owner. b. Have some kind of written log/slip system to record cash in and out. c. Use a safe or lock box, and allow only those who need to access having a key or the combination. Kevin Tighe, Cambridge Dental Consultants, Senior Consultant, got bitten hard by the business and marketing bug during long summer days working at his dad's Madison Avenue ad agency. After joining Cambridge as a speaker in the mid-1990s, Kevin went on to become Cambridge’s senior consultant and eventually CEO. Cambridge Dental Consultants is...
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1. Make sure your deposit slip matches the cash/checks for the day. This is where you are most vulnerable. 2. Signs of embezzlement in end of day adjustment report are a. Patient refunds b. No cash payments c. Non-approved adjustments/write-offs. 3. Put refund checks in the mail yourself. 4. Lock down your credit card terminal with a code so only the practice owner can issue refunds (thanks Alex). 5. Take note of any employee working unusual hours, living beyond their means or who rarely takes vacations. They may also be unusually territorial or evasive when discussing practice finances. 6. All staff...
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The whole concept of "apprenticing" an employee has virtually disappeared with most practice owners vastly underestimate what it takes to effectively train staff. It is an on-going process and often requires having the patience of a saint. A couple training tips: 1. Just because you showed someone how to do something once doesn't mean they will continue to follow the procedures you've shown them. You have to perform some quality control checks. 2. An invaluable training tool is to tape record the person even if just a role playing-training session. Listening to oneself speeds training up remarkably and can be a...
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