Classic Practice Resources
offers a One-Year Program and a Six-Month
Program to our clients, with both
programs beginning the same. We recommend
a full One-Year Program which covers additional
material and includes further training and
consulting. Our programs are outlined below.
PHASE
I
The beginning of the program is based
on introducing you to our written manuals,
which will be given to you when you travel
to Baton Rouge for Phase II, gathering information
specific to your practice, and getting you
started on a project that should immediately
start you on the road to a more organized
office. You will fill out a Practice Questionnaire
and receive an in-practice “Practice
Scan” by a Senior Consultant.
MANUALS
You will receive a set of 4 manuals written
by Dr. Westerman, which lay out exact procedures
you can implement.
-
"Scheduling Patients and
Appointment Book Control"
-
"Accounts Receivable and
Financial Arrangements"
-
2 Flipcharts on the above
subjects
PRACTICE QUESTIONNAIRE
We have compiled a questionnaire for doctor
and staff members that will help us gather
pertinent information about the office.
This is the first step in our analysis.
The questionnaire will help our team develop
a customized program for your office. It
helps us “take your pulse” and
prepares us for the next step, our “Practice
Scan.” Each person in the office will
be asked to fill out the confidential questionnaire
prior to our first visit.
REVENUE
ENHANCEMENT
This aspect of our program will
be arranged by us and performed personally,
by Dr. Charles Blair. He will gather information
from you in regards to your fees and coding.
He will do an analysis of your insurance
coding, revenues, lab expense and scope
of services, with specific recommendations
for improvement.
You begin by completing a simple two-page
data requirements form, also providing Dr.
Blair with a six month practice production
report by ADA code, including fees and procedure
counts for all providers, and your current
standard ADA fee schedule.
We will receive a copy of his findings
and will follow up with him on his recommendations
for your practice. We will assist you in
achieving his recommendations.
FOLLOW-UP
Upon returning to our corporate office, the
consultant will compile a comprehensive report
of their visit, and findings will be given
to you within 7 days, together with observations
and immediate recommendations. You will begin
work on establishing a General Policy Manual
for your practice, utilizing our model provided
to you in CD form. Then we'll start you on
"getting the gold" out of your patient
records with a recall and reactivation project.
You will be asked to gather certain statistics
for each of the last 3 months, preceding the
upcoming training session, which are to be
brought to Phase II in Baton Rouge. You will
receive phone support throughout.
PHASE
II
The next phase of your program requires that
you and selected staff travel to Baton Rouge,
Louisiana, where we provide an interesting
and informative program that is followed up
by another in-office visit to you.
2-DAY SEMINAR AND TOUR
AT OUR FACILITIES
This is a hands-on experience. You will be
allowed to bring up to 4 staff members and
all of you “dig in,” learning
the foundation of our systems. The agenda
of your week-end is:
Thursday evening: Arrive and check
in.
Seminar
- Day One
Friday morning, 8:30 AM to Noon
- Registration
- Program Orientation and brief Q &
A
- Explanation of the logistics of Dr. Westerman’s
office
- TOUR of the dental office and return
to the Seminar
- Creating your Mission Statement and setting
goals to implement it
- Learning which statistics to keep
- Job tracker techniques
- Making graphs with YOUR numbers
- Setting Doctor and Hygiene production
targets
Lunch provided, 12:00 to 1:00 PM
Friday afternoon, 1:00 PM to 4:30
PM
- Job descriptions of Front Desk staff.
- Receipt of office binders prepared for
your office
- Building your ideal day
- Start of Scheduling "Meat and Potatoes":
New patient phone protocol, Arrival, and
Call Slip; Introduction of Credit Ratings
and Account Rating System
Friday evening: Dr. Westerman
personally welcomes you to a party at his
home from 6:00 to 7:30 PM. Afterwards, dinner
on your own. Sometimes Dr. Westerman may be
able to join you for dinner, upon request.
Seminar
- Day Two
Saturday morning, 8:30 AM to Noon
Continuation of Scheduling "Meat
and Potatoes":
- 3-Day Report process
- Confirmation techniques
- The Scheduling System
- Broken Appointments and Broken Appointment
Log
- Being a salesperson for the dental practice
- Patient Information Update Forms
- MOT, CD, Inactive and Deceased Patients
Checklist
- Basic process of checking out patients
Lunch provided, 12:00 to 1:00 PM
Saturday afternoon, 1:00 PM to 3:00
PM
- Internal office systems:
How does your Mail Center work?
Staff meetings and morning huddles
Public relations and manners in the office
[Internal Marketing]
- Implementation assignments
- Reporting of Practice Monitors
Manuals:
You will receive
a set of 4 manuals written by Dr. Westerman,
which lay out exact procedures you can implement:
“Scheduling Patients and Appointment
Book Control”
“Accounts Receivable and Financial Arrangements”
2 Flipcharts on the above subjects
CHECK-UP #1 IN YOUR OFFICE
Our consultant will visit your office for
2 days, and work with Scheduling and Accounts
Receivable staff. Our consultant will run
a staff meeting for you and check your progress
of Program Implementation. Your use of credit-reporting
terminal will be smoothed out. Separate meetings
with the staff and the doctor will occur,
follow-up and implementations problems unique
to the practice will be addressed.
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PHASE
III of Program
The next phase of your program requires that
you and selected staff again travel to Baton
Rouge, Louisiana, where we will provide an
interesting and informative program that is
followed up by another in-office visit to
you.
2-DAY SEMINAR:
You will be allowed to bring up to 4 staff
members who will continue a more in-depth
study of our systems.
The agenda of your weekend
is:
Thursday evening: Arrive
and check in
Seminar
- Day One
Friday morning, 8:30
AM to Noon
- Registration
- Program Orientation and Q & A
- Share Testimonials from Phase II
- Report on Implementation of your assignments
from Phase II
- Review of last phase material
- Finance:
Duties of the Accounts Receivable Secretary
Duties of the Collection Secretary
Duties of the Insurance Secretary
In-depth study of Credit Ratings
Role-playing of Credit Ratings
In-depth study of Financial Options for
Patients
Role-playing of Financial Options
Scripts for successful presentations to
patients with insurance
Lunch provided, 12:00 to 1:00 PM
Friday afternoon, 1:00 PM to 4:30
PM
- Continuation of Finance:
Scripts for successful presentations to
patients with insurance
- Communication between the front and back
office
- Treatment plans:
The Seven Objections to Accepting Treatment
Plans
Role-playing of the Seven Objections
Treatment plan acceptance
Role-playing of treatment plan presentations
Friday evening:
Dr. Westerman personally welcomes you at an
informal cocktail party at his home from 6:00
– 7:30 PM. Afterwards, dinner on your
own. Sometimes Dr. Westerman may be able to
join you for dinner upon request.
Seminar
- Day Two
Saturday morning, 8:30
AM to Noon
- Recall System:
Successful Recall System
presentation
Treatment plans Role-playing of Recall System
- Attendees will divide into teams and prepare
skits to be performed in front of the group:
Finance
Front and back desk coordination
Treatment plans
- Recall System
- Work on Job Description Binders and duty
checklists
- Written and oral Exams
- New implementation assignments
Lunch provided.
12:00 to 1:00 PM
Saturday afternoon,
1:00 PM to 3:00 PM:
- Assignment of Recall and Reactivation
Project
- Q & A
- One-on-one time with the consultants
PHONE SUPPORT
You will continue to get phone support throughout
the remainder of the 6-month period. Our 6-month
program includes unlimited phone support.
| END
OF SIX-MONTH PROGRAM
One-Year Program Continues |
CHECK-UP #2 IN YOUR
OFFICE
Our consultant will visit your office for
two days to work with your staff and the doctor
to further implement your program.
TECHNICAL AREA CONSULTING:
At this point, we will address the efficiency of the technical area of the office. Organization and skill will be implemented. Before the arrival of your technical consultant, you will receive our Technical Questionnaire.
The technical trainer will observe and begin addressing the following:
Procedure for seating patients
Technical staff utilization
Efficiency of operatory set-up
Defensible documentation
Procedure for escorting patients to the front
Procedure for communicating needed treatment to the front desk staff
Technical abilities of the dental assistants
Communication between doctor and dental assistants in regards to patient needs
Promotion of the doctor and the practice done by technical staff
Presence and condition of procedure manuals
Organization of the sterilization lab
Procedures for ordering technical supplies and an inventory system
Procedure for tracking lab cases
Evaluation of provisionals
Efficiency in the operatories
Procedure for writing up a treatment plan
We will begin implementation in the needed areas. The trainer will begin organizing and training your technical staff while you are seeing patients. She may ask for a key technical staff member to work with her as they begin compiling job descriptions and taking pictures of tray set ups.
After the technical trainer’s visit, you will receive a separate written evaluation of the area with recommendations for further implementation.
We will supply you with a copyrighted CD which includes forms and documents for the technical area with Standard Operating Procedures for Dental Assistants, Sterilization and Dental Hygiene job protocols. You will be able to adapt it to your office and to your needs.
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PHASE
IV
This phase requires that the Doctor and Office
Manager travel to Baton Rouge, Louisiana,
and your spouse is welcome if they are part
of the practice. The primary goal will be
to steer your Office Manager to finalize your
own personnel systems.
During this phase, the Doctor
or Office Manager may stay in contact with
our office via phone, fax or email.
2-DAY SEMINAR AT OUR
FACILITIES
You and your Office Manager will follow the
following agenda for your week-end here:
Thursday evening: Arrive and
check in.
Seminar - Day One
Friday morning, 8:30 AM to Noon
- Registration
- Program Orientation and brief Q & A
- Setting up your Hiring Binder
- Use the correct ad to attract the right
staff
- Write ads for each position
- The Application
- The initial office contact with applicants
- Protocol for sorting through applicants
- The interview - ask the right questions
- Checking references
- Persona Credit Report
- Legal hiring criteria
- Role-playing the interviewing process
- Personnel file set-up and maintenance
- Starting the new employee and the General
Policy Manual
Lunch provided, 12:00 to 1:00 PM
Friday afternoon, 1:00 PM to 4:30 PM
- Documentation
- Drug testing
- Delegating
- Termination of an employee
- Role-playing of termination of an employee
- Pink Slips, Unemployment, Your rights
as the employer
- How-To Workbook for Personnel Managers
Friday evening: Dr. Westerman personally welcomes you at an informal cocktail party at his home from 6:00 – 7:30 PM. Afterwards, dinner on your own. Sometimes Dr. Westerman may be able to join you for dinner upon request.
Seminar - Day Two
Saturday morning, 8:30 AM to
Noon
- Getting the most out of your Staff Meetings
- Creating and using Checklists and Tally
Sheets for accountability
- Spotting and handling negative circumstances
- Confidentiality in the dental office
- Staff policies
- Keeping our staff happy
- Training your staff
- Delegating responsibilities to staff
Lunch provided, 12:00 to 1:00 PM
Saturday afternoon, 1:00 PM
to 3:00 PM
- Bonus Systems
- Role-Playing
- Q & A
CHECK-UP #3 IN YOUR
OFFICE
Our consultant will visit your office for
2 days, and work with your staff and the doctor
to further implement your program.
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PHASE
V
This phase involves working with the doctor
individually and providing phone support to
the Office Manager to "round off" the program.
Some practices have specific problem areas
that require more attention than others, and
we work with you to polish off those areas.
1-DAY TOUR OF DR. WESTERMAN'S
OFFICE
The doctor is invited to take advantage of
a day with Dr. Westerman in his practice.
Your INDIVIDUAL visit in the office during
one full day, Monday through Thursday, will
allow you to closely observe how the practice
is run, while Dr. Westerman produces. You
are also invited to talk with designated staff
and our Office Manager during the day. You
will have lunch with Dr. Westerman and feel
free to ask him any questions you may have
regarding the running of his and your practice.
PHONE SUPPORT
You will continue to get phone support throughout
the remainder of the 12-month period.
FURTHER SERVICES
Our consultant will be happy to visit with
you and make recommendations about further
services you may be interested in that can
further increase your ability to raise and
maintain high production levels. After this
12-month program, some of our most successful
clients want even more and continue working
with us through our Leadership Training and
Maintenance Programs. Please feel free to
inquire about customized services specifically
of interest to you.
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