Smart Systems Get The Patient To Yes

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Smart Systems Get The Patient To Yes

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Dental Consultant Staff Hiring Protocol

1. Typically practice owners do not have or do not follow an effective hiring protocol as they are often in a hurry. Many successful practice owners follow the maxim “Hire slow, fire fast”. By doing so you increase the probabilityof hiring a “good employee”.
 

2. Hire for ATTITUDE is hiring Golden Rule #1. The right attitude cannot be taught. Everything else can be. 
 

3. Interviews only give you an “outer-view”. You won’t really know if you have a winner until you see the employee in action over a period of time. If the employee does not meet expectations within 90 days, dismiss and start over again. You might have to do so multiple times until you get your “good employee”. 
 

4. Employees need to be smart. Test final candidates. Many successful practice owners use the Wonderlic Test
 

5. Background checks and a credit history can reveal:
 

Criminal history but, do not be concerned with a jaywalking ticket or other minor issues especially from years ago.
Jobs not listed by the applicant on their resume or application can show up on a background check. If the applicant omits listing previous employment this begs the question, “Why did the applicant omit certain past job positions?”
Credit reports can reveal precarious financial situations but, credit reports are often inaccurate and can include negative credit from a spouse so keep that in mind. 
 

Do not run a background and credit check on every applicant. Credit checks can be limited to only those handling money. Only do background and credit checks on your final candidate(s). Your employment application should include permission to do so. Many use SurePayroll Pre-Employment Screening
 

6. There is no such thing as a “working interview”. If the applicant works for you, even for an hour, they are an employee and must be paid as an employee. If you do not want the applicant to be considered an employee, even for an afternoon, do what is known as skills testing or skill assessments A few bullet points on skill testing/assessments:
 

• Time spent cannot primarily benefit the practice.
• No production can be performed including on other employees if staff have dental work as a benefit already. 
• The potential employee can't be replacing anyone, even temporarily. 
• You can't offer any compensation. Not even a gift card. 
• Try to limit to 2-3 hours.

For DAs and RDH a 2-3 hour "clinical interview" is critical asyou can quickly assess the applicant’s skills. For example, with a DA, you can have the applicant take bitewings on yourself and take an impression and make a temporary crown on a prepped tooth model. You can determine how gentle they are, how they deal with pressure and if they can think on their feet or not.

Sample interview questions for DAs. 

         Favorite procedure?

         Skills you’d like to learn?

         Do you enjoy presenting treatment?

         What do you like most about being a DA?

         What expanded duties did you do at Dr. ______'s office?

         What brands/kinds of cements/bonding materials are you familiar with?

         Per OSHA regulations how do you sterilize instruments?

         How do you handle a patient who shows signs of being    afraid?

         How do you handle a patient who is in pain ?

         Which dental software have you worked with? 
 

7. Keep your eyes open as there are good people everywhere especially true of customer service people such as bank tellers. They will require training but that is often the better option. 
 

8. Don’t interview people with unrealistic salary and benefit expectations.
 

9. Want ads: Do not list salary, etc. If too low, you might scare off some good prospective employees. Examples of recommended wording: 
 

Salary based on experience.
Compensation based on experience, plus a comprehensive benefits package. 
Strong base pay plus a lucrative production bonus plan.
 

10. Ask behavioral type questions in the interview: What big goal have they set and accomplished? Ask them about their job history. What did they like most about their last job? What did they like the least? Why? Get them to give you specifics about both to see if they will complain or criticize their previous employer or do they concentrate on the positives. 
 

11. Go over the concept of an employee producing a result. For example, one of the results of a scheduler is that patients arrive on time for the proper amount of time; not just a name in the schedule. Then ask them what results they produced on their previous job(s). You may have to help them out on being specific by guiding them but, not putting words in their mouth. 
 

12. Find out what they think about dentistry. Have they been good about their own dental health? It's amazing to see how many people applying for a job at a dental office will tell you they "try to avoid going as much as possible" or some such thing. 
 

13. ome practice owners like to have their staff take the best candidate out to lunch and then have the staff give a thumbs up or not. There is a lot to be said for this method as the staff will take more responsibility for the new employee if they have some "skin in the game".
 

14. f you do not like to hire or interview or are not that good at it then you need to delegate it to an employee who you trust to do a thorough job. 


 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 a full-service dental practice management company offering customized dental office manuals. Frustrated? High overhead? Schedule a chat with Kevin at 

Dental Consultant Tip: Staff Dismissal Worries
Dental Practice Consulting: Lowering Overhead

Intelligent Dental Consulting

 

Your Dental Consultant

Shane Blake DDS Coudersport, PAMy name is Kevin Tighe. I am Cambridge's owner and senior consultant. Before joining the Cambridge team I was in charge of setting up workshops for large nonprofits throughout the United States and Canada. During that time, I was fortunate to receive mentoring from several world-class business consultants, including a dental practice management guru, which led to a position at Cambridge as their seminar organizer. In time, I began crisscrossing the country delivering seminars myself for the better part of a decade. Subsequently, I moved up to senior consultant and eventually owner.  Contributing writer to Dental Economics/DIQ, JADA, AGD Impact and Dental Town Magazine.

  

Client Reviews

Dr. Jacob Masters, DDS, Indianapolis, IN

CEO 1 Cambridge Dental ConsultantsI started with Cambridge in 2018 after 11 years in practice. My results have been great! I have been able to decrease the number of days I work per month and have finally improved my practice much more than I could do on my own! I highly recommend Kevin's on-target coaching! 

-Dr. Jacob Masters, DDS, Indianapolis, IN

 

Dr. Shane Blake, DDS, Coudersport, PA

Shane Blake DDS Coudersport, PAI have owned my dental practice since January 2005.  The practice is a rural solo provider practice.   The practice has always been successful but something was always lacking.   I did not manage the practice by the numbers and its shortfalls were overcome by sheer determination and hard work for both myself and the staff. 

My motivating factors to sign up with Cambridge in January of 2017 were that I had reached a point in my career where time with my family was worth more to me than the professional fulfillment that dentistry can provide.  The practice was so micromanaged that it required most of my time and I didn’t understand how to motivate both myself and my staff beyond the sheer nose to the grindstone path to success that had guided us the prior 12 years. 

Our consultant was instrumental in educating each staff member in what expectations are and how performance for each position is measured.   Staff members became more aware of their part in the overall success of the practice and doing their part.  Ultimately this led to a less stressful and more productive average day which decreased management stress and headaches and allowed life to be enjoyed just a little bit more with a little more time. 

We have had many changes in the practice after our initial integration over the last 1 ½ years.  Cambridge has been helpful in navigating those planned and unplanned changes.  My only regret is I had not called Cambridge sooner.

 

Dr. Kristin Rushing, DDS, Nashville, TN

Dental Consulting Client TennesseeI used Cambridge as well, it gave me a good foundation for employees to know what was expected of them as well as very detailed job descriptions that could be used to train new employees if I needed to replace a staff member. Mike also is good about coaching you so that you are knowledgeable about what your numbers and percentages should be but also things to look for when they are off.

Everyone is accountable for their numbers and communicate better as a team. We all want to be more productive and time was spent looking into my specific concerns as well as reviewing all facets of the business. Everything was reviewed including input from staff on ways to improve the office. I feel the morale in my office has changed and we are overall headed in a much better direction. As a side note, I've used a different consultants previously and their moto was simply to increase production. Patients felt pressured and we still had communication issues among the staff.

 

Dr. Jeremy Johnson, DDS, Monroe, WA

Dental Consulting Client WashingtonI'm extremely happy with my decision to utilize Cambridge’s services. My consultant, Mike, has been awesome! I love that I can call or email him whenever and always get a quick response. He even calls and checks in if he hasn't heard from me for a bit. My production increased immediately after the first in-office visit and has continued to climb. The initial investment was recouped in increased production about seven weeks after our first meeting.

My average per day production for the first four months I worked with Mike has been 20-25% higher than the prior two years. In fact, all of the four months have had higher average per day production than ANY month in the two years prior to working with Mike.

Last month I produced more than I ever have in one month since starting my practice in 2003. On top of that is the fact that my staff is driving all of this growth! They tell me which op to go to and when, then they get all excited when we exceed our goals! These four months have been the best months of my career!

That's a lot of exclamation points! This is all to suggest that you give Cambridge a call.

 

Dr. Andrea Mulholland, DDS, Columbus, OH

Dental Consulting Client OhioI have been the owner of a general dental practice for ten years now. I work four days a week and have an associate who is with me for three days.

The practice has always done well but I knew there were many aspects of it that needed improvement but I didn't know how to proceed. I researched several practice management companies but decided to go with Cambridge because of their good reputation and because I didn't feel pressured.

Mike is the consultant that I have worked with for the past year and a half and he has helped my practice tremendously. He really knows the ins and outs of a practice but I appreciated that he didn't use a cookie-cutter approach. He really treated my practice like the individual practice that it is and I didn't feel pressured to follow any suggestions that I wasn't comfortable with.

I know there are a lot of management companies out there. I just really feel like Cambridge is one of the best and was the best for me and my practice.

 

Dr. Jeffrey D. Weaver, DDS, Port Royal, SC

Dental Consulting Client South CarolinaWe have been using Cambridge since Dec 2013. We are really just getting started, but so far everything has been great. They really have given us the tools to quickly get our team focussed, and have created systems and measurable statistics for each area. YTD for 2014 compared to 2013, our production is up 12% (over $20,000).

Our office felt "stuck", like we simply did not know what we should be doing to get better. We knew the potential was there, but did not know the next steps to take. What we liked from the start is that Cambridge has been in every type of office and seen every type of problem/issue there is. Their ideas are proven and, so far, we have been very happy with the results. Our team is really pleased with the direction we are going.

We built our office in 2007 and, had we known, would have started with Cambridge much sooner. Good luck with your decision. I think you will be very pleased with Cambridge.

 

Dr. Ron McHargue, DDS, Moses Lake, WA

Dental Consulting Client WashingtonI was fresh out of school when I bought my practice in 2012. It came riddled with staff issues and I had no knowledge of business. I thought I could handle it and went for a year and a half before really coming to the realization that I was in over my head. I was stressed completely and needed help with staff issues and business advice.

I contacted Cambridge because of what I read on Dentaltown and because of their fair price and money back guarantee. Mike was very helpful in getting me over a couple of big hurdles dealing with staff. I now have a direction and a good plan for tracking numbers and keeping a pulse on my practice. I was hesitant to even hire a consultant, but I am very glad I did and wouldn't hesitate to get Mike back and work with him again.

 

Dr. Ed Warr, DMD, Ashland, OR

Dental Consulting Client OregonMy experience with Cambridge has been great. In June of 2014 I was very concerned as my year was down by about 6% from the previous year. I had used consultants before and hadn't liked any of them. But, I knew I needed help with what I did not know - I went to school to earn a DMD, not an MBA.

After researching several and having several phone conversations regarding their methods, I committed with Cambridge.

Their money back guarantee was a nice touch to lower the risk factor for me. So, I finished 2014 up 8% over 2013. In six months, Mike had helped me introduce practices that helped me have a 14% turn around in six months. I whole heartedly recommend Cambridge and their services.

 

Dr. Chris Burke, Pedodontist, Lexington, TN

Dental Consulting Client TennesseeI have used Mike Kittelson with Cambridge since I opened from scratch in 2009. Having no background in business, management or marketing he has helped us tremendously. Not only has he taught us which stats to track, he has coached us through employee issues, marketing programs, strategic planning for the future, and served as therapist and friend. He has also proved to be a wealth of information on helpful computing programs that have made certain tasks easier and improved employee productivity. I would recommend talking with Cambridge before making your final decision on which group to go with.

 

Dr. Dustin Snyder, DDS, Lewisburg PA

Dental Consulting Client PennsylvaniaWhen I initially contacted Cambridge, I was open for about a year and the production graphs were trending down, quickly. My Cambridge coach met with me, offered several ideas specific to my situation, and two years later, I'm having annual growth over 20% and we're already at record annual production with one and a half months left in the year.

I am now busier than ever, even under the previous owner! The best dental office manual I've ever used. I can't say enough positive things about what Cambridge has done for my practice!

 

Your Dental Practice Mangement Consultant and Coach

Shane Blake DDS Coudersport, PAMy name is Kevin Tighe. I am Cambridge's owner and senior consultant. Before joining the Cambridge team I was in charge of setting up workshops for large nonprofits throughout the United States and Canada. During that time, I was fortunate to receive mentoring from several world-class business consultants, including a dental practice management guru, which led to a position at Cambridge as their seminar organizer. In time, I began crisscrossing the country delivering seminars myself for the better part of a decade. Subsequently, I moved up to senior consultant and eventually owner.  Contributing writer to Dental Economics/DIQ, JADA, AGD Impact and Dental Town Magazine.

 

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