Checklist can be found by clicking the links below:
TSD
Bite:
Our policy is published on our website here. In addition, the Bite Online Booking System (OBS) for the policy on cancellations and deposits
TSD:
You can request a deposit via sending a payment link through Birdeye. This send's the request to the patient via SMS to make payment online and then we add this to their account manually. You can also set up recurring payments in Birdeye also.
Since patients are possibly already in a state of anxiety when they visit the dentist, we want to calm them with soothing , relaxing music. Please always choose playlists of chill-out music. Late on Friday afternoon might be a good time (with discretion) to make it a bit more upbeat.
Tell patients who are driving to use the Wilson carpark off Elizabeth St, just past Albert St. Then take the elevator to the ground floor, climb the stairs into the building, past a couple of restaurants, and then take the elevator to the 6th floor.
We can offer patients a subsidised parking voucher for $20. Add this to their invoice and give them a voucher from the drawer.
Recording ticket use
If the treatment provider is not Simon, the parking ticket MUST be recorded with Simon as the provider. This is important as it affects revenue reports.
Parking validation tickets must also be recorded in the ‘Cash Transactions’ spreadsheet (also accessed through ‘Spreadsheets’ folder in Bookmarks bar)
Enter the date, the patient’s name from Exact, the staff member who processed the transaction, whether it was paid or complimentary, and the number of tickets. The tracker will calculate the total amount of tickets remaining.
Each week, do a physical count of remaining tickets and check that the number in the tracker matches the number in the drawer
Staff and friends
We also offer staff and friends parking tickets, but since Wilson's charges $27.50 for stays over 4 hrs, these tickets must be invoiced and paid at $30. They must be invoiced against Simon as the provider, and in an Exact record for the payee (eg if Jeremy buys a ticket, invoice it in his Exact record). Staff from Brisbane Face and Jaw must be entered in the Mr Brisbane Face and Jaw Exact record. The ticket tracker must show the name of the recipient, eg Jeremy - staff, or Jenna - BFJ
Complimentary tickets must be approved by Simon or Jeremy
Instructions for use
Tell recipients to insert their original ticket first, followed by the Voucher. The gate will open and Bite is charged according to the time they were there.
Ordering more tickets
Email Wilsons parking when we are getting low on parking tickets (down to about 10). Email BrisbaneOPS@wilsonparking.com.au requesting more tickets – we usually order 50 at a time and they will email us back once ready for pick up – it takes about a week max. Follow them up if we don’t hear anything within 2 days.
Wilson Parking send us a monthly statement for payment.
To pick up new tickets: go to Level 10/116 Adelaide Street, Brisbane (near Officeworks)
Putting through Exact:
Patients can use the on site parking on te corner of West and Taylor St.
Bite - There is no staff parking at Bite, but the building has end-of-trip facilities with showers, towels, soap and iron. There is a bicycle lock up in the basement. Bus and train stations are very close.
TSD - staff can use the on-site parking, but on busy days are encouraged to leave this for patients. There is ample free on- street parking .
New patients who book in for a consultation and hygiene treatment will be required to pay a $150 deposit over the phone to secure the booking. This is due to the fact that we are booking 2 hours, and the FTA rate for new patients is historically very high. The explanation to the patient should be something like:
Thank you for choosing Bite. Most dental practices allocate 30 minutes for each of these procedures, but at Bite we take the time to understand your concerns and treat you with care. So each treatment is scheduled for 60 minutes. In order to confirm this booking, we require a $150 deposit over the phone. This will be deducted from your bill.
New patients need to provide us with their medical history. At TSD, this is done via a paper form. At Bite this is done via an iPad using a system called CliniPad. Instructions for how to use this can be found here.
In order for the dentists or specialists to treat new patients, we require a lot of information before the first appointment. We also need to ensure that the patient receives a full suite of services, including treatment plans.
The process for ensuring that we service new patients effectively can be found here. (the "Yellow sheet")
We like to match patients with the practitioner whose communication style best suits the patient's preference. To do this we make an informal assessment of the patient's DISC profile based on our conversations with the patient.
New patients need to provide us with their medical history, and patients who have not seen us for a couple of years will need to update their medical history.
At TSD, this is done via a paper form. At Bite this is done via an iPad using a system called CliniPad. Instructions for how to use this can be found here.
* If patient does not want to use ipad for forms, we do have the paper medical history form option. Printed forms are in the cupboard behind, above flowers with green clipboard. Once complete, it is to be scanned into patient chart and manually updated in their exact chart, selecting “update MedHist” (see below)
Birdeye is a centralised platform that aggregates the following for BOTH practices:
Messages left when the phone is not answered
Webchat (the pop up on the public websites)
Text messages (sent from Birdeye, not from Exact)
Google, Facebook and Instagram reviews (requests to review, plus responses)
Payments (we can send requests, and payment is made via text)
Reception must always have this window open to respond in a timely manner. Check this throughout the day. We do get email notifications about queries too. In order to keep the inbox tidy, please follow these 3 rules:
If your action is not obvious by your response to the sender, add an internal note so all users are aware of the status with this interaction, eg 3/10 called John back and he was booked in for 5/10. AR.
Update the contact details with the caller's name.
Once the conversation has been completed mark it as closed by selecting the three dots in the to right. This will move the conversation to the closed tab.
Login details are found on the vendor contact list and password.
You need to login each morning for the platform to refresh with the latest communication.
Be prepared for patients by looking ahead in the book. If the patient record has a photograph, or if you know the patient, greet them by name, and with a smile. If their Exact record does not have a photograph, ask if you can take one for our records. Use the provided tablet (from May 2022).
If their medical record requires updating, give them a medical record update form, or the provided tablet (from May 2022).
Offer them a glass of water. We do not have a water dispenser as we like to interact with our patients. Small talk often makes them feel welcome and relaxed.
Mark them as arrived in Exact. If it is possible, inform the clinician personally that their patient has arrived.
The provider will walk the patient to the reception area and handover to the receptionist with the following information.
For today's treatment:
Whether this completed treatment is to be counted as today's production (only relevant for lengthy treatment plans).
Whether there is any discount to be included
For the next treatment (Please use the departure card template here)
Next appointment category(in laymen's terms)
Next appointment length (in minutes)
Next appointment date
Whether Lab work is need. (NOTE: if Lab work is required, the dentist must book the next appointment in the surgery before bringing the patient through)
Receptionist’s full attention must be given to the patient with a smile asking how everything went and creating small talk such as any other plans for today - based off the DISC profiles.
Always have an A4 pad and pen near the phone to take messages or notes.
The phone should be answered within 3 rings.
Before you answer, compose yourself, put a smile on your face, and say "Good <morning/afternoon>. <practice>, You're speaking with <first name>".
Speak clearly and slowly
Actively listen
Use professional language
Ask people to spell their names, and repeat phone numbers and email addresses back to them.
The phone call should be closed by confirming the next step or action (if applicable) and thanking the caller.
Instructions for diverting the phone system can be found here.
On the main reception phone press the night switch. It will flash red when on night
Voice mails are recorded in Birdeye. Check this frequently and respond within 5 minutes
When to put on night mode:
End of day put on answering machine (day/ night mode)
If nobody to cover reception for lunch – day/ night mode
Staff meeting – day night mode
If needing a toilet break and there is nobody to cover – day/ night mode
These messages go through to Birdeye and you will receive and email notification a message has been left. Call patient back and add internal note once actioned.
Action these as soon as possible with relevant note in Birdeye.
Reception staff have access to 2 email accounts: one private one in your name <f.surname@bitedental.com.au> and one shared one <reception@bitedental.com.au>. When sending an email from a common account always sign off with your name so that the receiver knows who sent it. Use the private email for personal and private communications, eg salary discussions, leave requests etc.
Emails should be actioned within 1 business day of receiving the correspondence.
Patient Emails - Respond or seek advice from treating dentist
Super Care Approvals - Send to GM and treating dentist
Super Care request for support letter - Send to treating dentist to complete
Invoices/Statements - Follow Invoice/Statements Process
SACM Payment Guarantee - Save the guarantee document into the patient's file and call patient to book in first appointment listed in the treatment plan. At the end of the treatment we send of the guarantee for SACM to pay us. More details on SACM
Release of patient records outgoing - How to send release of patient records
Release of patient records incoming - have the patient complete a release of records form (kept in reception bottom draw or print from S:Drive)
OPG report from City Scan - Print report, check that OPG is saved in patient file, if not log into inteleviewer to obtain and save into images in patients chart, then put OPG report in their Dentist in tray in the office.
Reports from referrers (ie. Brisbane Ortho, Dr. Burgess, BCIP ect) - Print report and put in dentist in tray in the office to review. Dentist will read and sign and put back into reception tray to scan into the patients file.
Marketing Inquiries - Liaise with GM
Marketing Advertisements - Delete
Professional Development Courses: Forward to Dentists/Hygienists
Ordering Approvals - Send to GM
Ensure to check spam folder daily
If an email has been actioned please archive the email. If you still need to action the email please leave it in the inbox until the task is completed.
Only the following staff have authority to send or authorise bulk emails to patients:
Dr Simon Franks
The GM
Cash must be banked on the day it is taken. Amounts larger than the petty cash float must never be stored on site overnight.
Reception staff must follow the process outlined in the tracking documents below:
It is critical that we protect the confidential information of our patients. While our systems are secured with passwords and various access provisions, the simplest data breach opportunity is physical access. During business hours, and sometimes even after closing, the practice is accessed by other people, including patients, vendors, cleaners, landlords etc. So we must take the following precautions
Lock screens when you leave your desk (Windows key - L).
Ensure that patients and third parties cannot see your screen to read it (i.e. do not let them stand behind the reception desk)
Do not leave printouts unattended or visible if they contain patient information
Check through all paperwork before handing it to patients and ensure that only relevant information is shared.
Login details for vendors and software can be found here.
We have a staff meeting every second Monday after lunch. The agenda can be found here. Staff minutes are kept in the Team Meeting Minutes Folder
Reception staff are to:
Open last week's minutes, create a copy in the relevant folder, name it “YYMMDD Staff Meeting”.
Record minutes of the meeting using the previous one as a guide, capturing what was discussed in the meeting, actions needed and by whom.
Create a link to the minutes in the Weekly Team Meetings Tracker Column D
Frequently used forms can be found here.
Other documents are linked in the Master Document Tracker..