08.04.06 - Issue # 230 Forward This Newsletter To A Colleague

A McKenzie Management Case Study

Nancy Caudill
Senior Consultant
McKenzie Management
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This case study illustrates how important it is to implement your practice strategies and to track your success.

Drs. Bowman and Jones’ Follow-up Story:

Two years ago, 2004, Dr. Bowman called me and was stressed!  “We have three employees at the front desk and nothing seems to get done.  Cheryl, one of the three, is our office manager.  She doesn’t seem to really know what the other two are doing.”  “We never know if tasks are getting accomplished.  We communicate our concerns to her so she can address them with others but we don’t see any improvement.”  “We realize that she is busy scheduling patients and answering the phone but she IS the office manager!”

Office Facts:

  • 2 dentists, 2 hygienists, 4 assistants, 3 business staff
  • Practice over 40 years old
  • Dentists also owns small apartment complex
  • $300,000 in outstanding insurance claims
  • Only 4 days of hygiene
  • Low production by all

Recommendations to Drs. Bowman and Jones:

  • Office not large enough for an office manager
  • Needed to departmentalize the business office:
    • Schedule Coordinator – Cheryl
    • Financial Coordinator – Janet
    • Hygiene Coordinator – Kathy
  • Job descriptions for all 3 positions
  • Each coordinator was to report at the monthly meeting on the performance of their own department with statistics relative to their job descriptions by using McKenzie Management’s Methodology.
  • Hire a part-time bookkeeper to manage Accounts Payable and the apartment complex.

Results 2 years later- 2006

5 days of hygiene to 9 days of hygiene because they changed their old way of doing recall and implemented the McKenzie Recall System.

Outstanding insurance over 60 days went from over $100,00 to less than $1,500 because they embraced the concept of Job Descriptions and empowered the Financial Coordinator to take responsibility of insurance follow-up.

Collections from $83,542/mo average to $136,000/mo average because of implementing financial option plans and tracking “over the counter” collections as part of the job description for the Schedule Coordinator.  Again, holding staff responsible for certain tasks.

Accounts Receivable Ratio went from almost 6x their monthly net production to an average of 1.6x because the systems were implemented and monitored for success.

Collection to Production % from 88% to over 100% because they are still collecting old debt and outstanding insurance claims!

Enough of the statistics…you get the picture.  And allow me to say that this practice is not any different than any other practice.  They are still struggling with the need for more new patients.  The doctors are only producing a little more than $500/day more than they were two years ago so don’t think that this is a “unique” situation.

What is the difference, you ask?  These two doctors realized that what they were doing before McKenzie Management was not working and something needed to change.  As I have mentioned in my previous articles, change is not easy.  It is difficult for the doctors and the staff.  Even more difficult than the change in the IMPLEMENTATION in order to create the change.  These two doctors were willing to “make it happen” and they did.


If you are going to invest in a practice management program, there is no magic wand.  It takes hard work and dedication from the entire team in order to implement the new systems and monitor the changes so you know how you are doing.  If you don’t have a goal to shoot for, how do you know when you make it?  When do you celebrate your achievements?

These doctors were kind enough to share their success with me today when they called to tell me that they have completely remodeled their “tattered” office with the increased revenue as a direct result of implementing the systems that McKenzie taught them.  They enjoy coming to work now and the response from the patients has been remarkably favorable.

They are now celebrating their achievements and you can too!

If you would like more information on how McKenzie’s Practice Enrichment Programs can help you IMPLEMENT proven strategies….. email info@mckenziemgmt.com.

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McKenzie Management
A Division of the McKenzie Company, Inc.
3252 Holiday Court Suite 110
La Jolla, CA 92037
Email info@mckenziemgmt.com
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