As a dentist or office manager, you know how crucial the front office is for the success of your dental practice. From scheduling appointments to checking in patients, the front office staff is responsible for managing many tasks essential to the smooth operation of your practice.
However, with so much on their plate, it can be challenging for front office staff to manage their workload efficiently.
This article will provide tips for streamlining patient check-in, one of the most critical front-office tasks. These tips will help maximize your front office efficiency and ensure your patients have an excellent experience at your dental practice.
Challenges Dental Offices Experience During Patient Check-In
Overburdened Administrative Tasks
Front office staff often face a significant administrative workload, leading to delays and inefficiencies during patient check-in.
Practices must manage various tasks, including patient scheduling, managing patient records, and billing, which can be time-consuming and complex.
No-Shows and Cancellations
Dealing with no-shows and cancellations can be a significant challenge for dental practices. Not only do they lead to lost revenue, but they can also increase wait times for other patients.
Practices must find ways to manage their schedules effectively to minimize the impact of no-shows and cancellations.
Lack of Clear Communication
Communication can also be a challenge during patient check-in. Patients may need help understanding what to do when arriving at the practice or being made aware of new policies and procedures.
Practices must find ways to communicate effectively with patients to ensure that they understand the check-in process and what is expected of them.
Limited Resources
Limited resources, such as staff and equipment, can also present a challenge during patient check-in. Dental practices may need more staff or equipment to efficiently manage patient flow and process patient information. Practices must optimize their resources to ensure high-quality patient care while maintaining an efficient check-in process.
Patient Comfort
Patient comfort is another essential consideration during patient check-in. Patients who feel uncomfortable or anxious may be less likely to return to the practice for future appointments and may be less likely to comply with treatment recommendations.
Practices must find ways to make patients feel comfortable and welcome during check-in, such as providing a relaxing waiting area or offering amenities like water or magazines.
Tips for Streamlining Patient Check-In
Tip #1: Use Technology to Your Advantage
One of the best ways to streamline patient check-in is by leveraging technology. With electronic health records (EHRs) and practice management software, you can automate many of the tasks involved in patient check-in.
Patients can fill out their medical history and personal information online before arriving for their appointment, saving the front office staff time and reducing the risk of errors.
Another way to use technology to your advantage is by implementing a patient portal. A patient portal allows patients to schedule appointments, pay bills, and access their medical records online.
By giving patients control over these tasks, you can reduce the workload for your front office staff and free up their time to focus on other critical tasks.
According to a survey by Software Advice, 68% of patients said they would prefer to complete their medical forms electronically before their appointment. Additionally, 40% of patients said they prefer to communicate with their healthcare provider through a patient portal. By leveraging technology, you can provide your patients with the desired experience while streamlining your front-office operations.
We’ve shortlisted three EHRs that are commonly used by our clients:
1. Dentrix is a popular practice management software used by thousands of dental practices worldwide. It offers appointment scheduling, patient charting, insurance and billing management, and treatment planning. Dentrix also integrates with various other dental software and technologies.
2. Eaglesoft is another popular practice management software offering features like appointment scheduling, patient charting, billing and insurance management, and reporting. It also offers a patient portal for patients to view and manage their appointments and treatment plans.
3. Open Dental is an open-source practice management software that is free to download and use. It offers appointment scheduling, patient charting, billing and insurance management, and reporting features. It also integrates with various other dental software and technologies.
Tip #2: Train Your Staff on Soft Skills
While technology can be an excellent tool for streamlining patient check-in, it’s essential to pay attention to the importance of soft skills.
Soft skills are personal attributes that enable someone to interact effectively and harmoniously with other people. In a dental practice, soft skills are crucial for front office staff interacting with patients daily.
One of the most essential soft skills for front office staff is communication. They must communicate effectively with patients, answer their questions, and make them feel comfortable.
They should also be able to communicate effectively with other staff members and work as a team to ensure that patient check-in runs smoothly.
Other soft skills for front office staff include empathy, problem-solving, and time management. These skills enable staff members to provide patients with the best possible experience while managing their workload effectively.
According to a study by the Harvard Business Review, companies that invest in soft skills training for their employees see a 250% return on investment.
Training your front office staff on soft skills can improve patient satisfaction, reduce errors, and improve your practice’s overall efficiency.
The following platforms can be used to help train your staff on soft skills:
Skillsoft is a popular online learning platform that offers courses in various soft skills, including communication, time management, and problem-solving.
Skillsoft’s courses are designed to be engaging and interactive, with videos, simulations, and assessments. Dental practices can subscribe to Skillsoft to provide their staff with access to these courses.
Udemy is another online learning platform that offers courses in soft skills. Dental practices can purchase these courses and provide staff access. Udemy also offers a platform for businesses to create and deliver their own courses.
Open Academy is a free training platform that enables insurance agencies to train their staff in various courses, from soft skills to comprehensive insurance modules.
Tip #3: Implement a Check-In Process
One of the most significant sources of inefficiency in patient check-in is the lack of a defined process. When patients arrive at your dental practice, they may need help knowing what to do, which can lead to confusion and delays.
Implementing a check-in process can eliminate these issues and streamline patient check-in.
A check-in process should include clear instructions for patients on what they need to do when they arrive.
For example, you may ask them to check in at the front desk, fill out any necessary forms, and wait in the waiting room until they are called back for their appointment.
You can also provide patients with an estimated wait time, so they know how long they will need to wait.
By implementing a check-in process, you can reduce the time it takes for patients to check in and reduce the workload for your front office staff.
According to an article by the Medical Group Management Association, practices implementing a check-in process see an average decrease of 3.3 minutes in the time it takes for patients to check-in.
Here are two websites that dental practices can use to implement a check-in process:
Zocdoc is a digital platform that allows patients to schedule appointments online and complete their check-in process before arriving at the dental practice. Patients can complete their medical history, insurance information, and other forms online.
This information is automatically uploaded to the practice’s EHR, saving front office staff time and reducing the risk of errors.
Solutionreach is a patient engagement platform offering tools to streamline the check-in. Dental practices can send patients pre-visit instructions and reminders via text message or email, saving time and reducing the workload for front office staff.
Solutionreach also offers real-time wait lists, so patients can be notified if an earlier appointment is available.
Tip #4: Manage Patient Expectations
Managing patient expectations is essential for streamlining patient check-in. Patients who are kept waiting for long periods or who experience delays may become frustrated and dissatisfied with your practice.
By managing patient expectations, you can reduce the risk of these issues and ensure your patients have a positive experience.
One way to manage patient expectations is by providing accurate wait times. You can use a digital sign-in board or an automated messaging system to update patients on their wait time. Providing patients with this information can reduce anxiety and stress and improve patient satisfaction.
Another way to manage patient expectations is by providing clear information about your practice’s policies and procedures.
For example, inform them about your cancellation policy or let them know how long they should expect to wait for a response to their phone call or email.
Tip #5: Monitor Your Performance
Monitoring your performance is essential for ensuring your front office staff operates efficiently. By tracking metrics such as patient wait times and the number of patients seen per hour, you can identify areas where improvements can be made and implement changes accordingly.
One way to monitor your performance is by using a dashboard displaying key performance indicators (KPIs).
A KPI dashboard can provide real-time data on metrics such as patient wait times, no-show rates, and patient satisfaction scores.
By tracking these metrics, you can identify trends and take action to improve your practice’s performance.
Another way to monitor your performance is by conducting regular staff evaluations. By evaluating your staff’s performance, you can identify areas where training or coaching may be necessary and ensure that your staff is operating efficiently.
Here are two websites that offer KPI dashboards for staff:
Brighter Vision is a website that provides a guide on the six key metrics to track on your KPI dashboard.
This guide provides valuable insights on what to track and how to use the data to improve your practice’s performance.
Klipfolio is a website that offers a variety of KPI dashboard examples for different departments, including the front office staff.
These examples provide a starting point for designing your own KPI dashboard and tracking your practice’s performance.
Partnering with Edge: The Key to Maximizing Front Office Efficiency
Partnering with a staffing and workforce management solution provider like Edge can maximize front-office efficiency in your dental practice.
Edge offers a range of staffing and workforce management solutions tailored specifically to dental practices, making it the ideal partner for any practice looking to streamline their operations and improve their bottom line.
Dental practices can benefit from their staffing and workforce management expertise by partnering with Edge.
Edge deeply understands the unique challenges facing dental practices, and their team of experts can work with you to create a customized staffing plan that meets your specific needs.
One of the most significant advantages of partnering with Edge is their commitment to employee retention and engagement. With a 97% employee retention rate, Edge has established itself as a leader in helping dental practices retain their employees through innovative staffing solutions.
This means you can rely on Edge to provide you with a high-quality, dependable workforce committed to your practice’s success.
Edge’s comprehensive staffing and workforce management solutions include everything from sourcing and onboarding staff to training, managing, and supporting them.
This allows dental practices to focus on providing high-quality patient care while Edge oversees staffing and HR-related tasks.
Dental practices can benefit from reduced staffing costs and increased productivity by partnering with Edge.
Edge’s streamlined staffing solutions can help practices save time and money while ensuring they have the right people in the right roles to meet their needs.
Partnering with Edge can help dental practices create customized staffing plans that meet their unique needs and help them stay competitive in a rapidly changing healthcare landscape.
With Edge as your hiring partner, you can focus on providing high-quality patient care while they take care of the staffing and workforce management tasks that are essential to your practice’s success.
Conclusion
In conclusion, streamlining patient check-in is essential for maximizing front-office efficiency in your dental practice.
By leveraging technology, training your staff on soft skills, implementing a check-in process, managing patient expectations, and monitoring your performance, you can reduce wait times, improve patient satisfaction, and increase your practice’s overall efficiency.
That’s why we offer staffing and workforce management solutions for dental practices. Our services can help you optimize your workforce and ensure your practice operates at peak efficiency.
