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  Sally McKenzie,CMC
 McKenzie Management, Inc.

Sally McKenzie's
Weekly Management e-Motivator

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May 20, 2002


WEB: http://www.mckenziemgmt.com


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This issue is sponsored in part by:

McKenzie Management - A full service, in-office dental management
consulting company specializing in the business, clinical,and hygiene areas of practices
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CareCredit - More than 30,000 healthcare practices nationwide use CareCredit as an
alternative means of helping their patients finance treatment. You can find CareCredit at

Dental Town: -Never practice solo again! DentalTown.com is a free community, hosting dentistry's MOST ACTIVE
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practiced without it! Log onto http://www.dentaltown.com TODAY!

LaresResearch - Make Your Practice Profitability Soar! SoftCare™ boosts your hygiene
department profitability to a new level. Treatment of periodontal disease with the
Lares' PocketPro Lasers™ is easy to learn and offers a quick and dramatic return 
on your investment.   Lares lasers will also make your dentistry faster and easier,
visit us at http://www.laresdental.com/products/lsc/default.asp
or call 800-347-3289,ext. 1 and schedule an educational presentation.

HPSC - Finances, via lease or loan, dental and office equipment, leasehold improvements,
working capital and supply contracts at fixed competitive rates, with no points,
variables or hidden fees. HPSC also offers a variety of financing programs to dental
professionals seeking to set up, expand, buy into, or acquire a practice. http://www.hpsc.com/

INFORMS - Allow InForms to participate in your successful practice by becoming the "ONE
STOP SOURCE" for your front office needs. We carry a full range of products
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Sally McKenzie’s Weekly Management e-Motivator---Issue #12

I Need A Patient Coordinator, Why?

Jane, your business manager, is looking at you as if she is about to deliver her last will and testament. Yes, you've seen this expression before, although it's not been quite this grim in the past. Your "fight or flee" instinct is definitely telling you to run like "H" right down the hall. But you stand there and get ready to take whatever it is she's about to serve up. "Doctor, I just finished examining our patient retention and, at this rate, we'll all be enjoying plenty of flextime in the next six to eight months. We are losing patients every week."

Ouch! You don't want to have to deal with this. You're busy. You have patients to treat...at least for now. But given the alternative, you can't bury your head in the sand on this one. Your patient exodus could be the result of a number of factors. However, lack of accountability often is the cause. "Offices that designate a specific person to serve as patient retention coordinator see a significant improvement in patient retention right away. What's a patient coordinator do? Keep you in the black for starters

A good patient coordinator should be able to manage a patient base of 500 to 1000 on an average of 15-20 hours per week at a reasonable hourly rate. 1100 to 1500 patients would require around 25 hours a week and 1600 to 2100 patients would be 40 hours a week. It doesn't take much to figure out that reactivating a few inactive patients pays for the position quickly.

Sally's Recommended Actions:

  • Make a specific number of patient phone calls to past due recall patients each day in a specific amount of time. 
  • Schedule a specific number of recall appointments. 
  • Ensure that a specific number of patients complete treatment. 
  • Schedule to guarantee the hygienist achieves a specific daily or monthly financial goal. 
  • Manage a specific number of unscheduled time units in the hygiene schedule per day.

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