Behind the Smiles: Insights from a Clinical Supervisor

Practice Talk

In this episode of Practice Talk, Laci Ellis, the host, warmly introduces Janella Perez, a seasoned orthodontic professional with 17 years of experience who brings a wealth of knowledge from her varied roles within the office. Janella shares her office’s successful strategies for welcoming new patients and fostering a positive environment for current patients, emphasizing the importance of feeling valued. From handling emergencies to ensuring stocked supplies and cross-training staff, Janella covers essential operational aspects to maintain smooth clinic functioning. The conversation culminates in a discussion on aligning staff with effective marketing strategies. Tune in to gain invaluable insights and actionable advice for enhancing your practice.

IN THIS EPISODE:

• [01:39] Janella discusses how she makes new patients feel welcome and how staff walk the patients to the checkout area
• [5:22] Staff always work emergencies into the schedule, and Janella shares that they have two overflow chairs
• [8:25] A listener asks how to stay on top of supplies and ordering
• [11:21] A listener asks how to keep the doctor on schedule
• [16:28] Janella discusses how she ensures quality control and consistency with a patient and how we cross-train staff in different procedures
• [26:32] Discussion of how we divide marketing efforts between staff members
• [33:17] Lacie invites listeners to send in anonymous questions and stories to pacticetalk.com

KEY TAKEAWAYS:

• At Webster Orthodontics in Las Vegas, patients are offered “Webster Wages,” which can be used for free gifts. Patients have their choice of gift cards and other valuable items.
• Webster Orthodontics stresses clear communication within their office staff and directly to the patient.
• Cross-training between the front office and clinical staff is critical to maintaining cohesive flow and camaraderie within the staff.

RESOURCE LINKS

People + Practice - Website

Practice Talk Podcast - Free Downloads

QUOTES:

“We introduce new patients to the back offices and show them where the magic happens. Dr. Webster and all the staff always welcome them. We want all our patients to feel welcome. The tour is my favorite part of welcoming patients.” Janella Perez

“When an assistant needs to be better at a particular procedure, they tell me, and I say, great, you're getting all of those patients until you love it. We will tell them how to do it, show them how to do it and then oversee them while they do it. I will not leave their side until they're comfortable doing it because I don't want my patient or the parent to think this assistant does not know what they're doing.” Janella Perez