SHARING THE AI BENEFITS: SOLUTIONS FOR FRONT OFFICE TEAMS

Jill Nesbitt started Optimize Dental Consulting to help DSOs and multilocation groups successfully adapt to dental software. In addition to streamlining and automating revenue cycle management processes, Nesbitt assists practices with integrating cloud-based practice management software and analytics platforms. Here, she discusses the benefits of online scheduling.

AI is everywhere, but especially in dentistry, we tend to think of it mostly in terms of clinical applications. However, bringing AI to front office operations can have a sizeable effect on pro­ductivity and patient satisfaction as well. Here’s how:

New Patient No-Show Rates: Instead of sending new patients directly into “doctor” columns, create a “new patient/ emergencies” column. You can design your new patient visit so your team captures diagnostic records, allowing the doctor to spend focused patient time. Then, place blocks when your doctor cannot be interrupted. Restructuring your schedule to allow for online scheduling takes a different mindset but allows you to always have a place for new patients. An online scheduling template that builds in a plan for emergencies allows your team to easily schedule and convert these patients into same-day treatments.

Team Buy-In: We never want to lose control of the schedule! The key to getting your team to buy into online scheduling is to explain how it works, (it doesn’t let the patient book whenever they want to!) and to pilot the set up with specific times, pro­viders, and columns. Online scheduling should be used for new patients and recare visits almost exclusively.

Lack of Personalization? Not Really: If you let online sched­uling be the only communication with new patients, it’s no wonder they don’t show up! Once online scheduling gets new patients into the schedule, staff can reach out via text to wel­come them and offer a personalized call to answer questions. Now, you have the same warm personalized welcome you used to have! You can also build that same psychological connection through texting. If you text patients, they are more likely to read it than answer a call. And they’ll likely respond.

Making Comparisons: Some have compared the Open Table restaurant reservation system with online dental scheduling. Open Table is a tool that makes life convenient and allows us to enjoy a restaurant’s service. Is there any reason not to think about online dental scheduling the same way?