Nobody Told Me That! A Dental Podcast with Teresa Duncan

Teams moving to a remote formation is a relatively new part of management. Kristine helps me understand how leaders have to really create and uphold the office's cultural norms. Yes, it's hard but it's an essential responsibility for a manager.

What kind of dynamic comes out when you don't see your coworkers every day? You're all finding out now, aren't you?

We go back to Manager Basics with these concepts: - TQM - Forming, Storming, Norming, and Performing theory - Fight or flight responses when dealing with bullies

What about patients? How do we keep connected with them? Have you thought about a group Zoom? Not a bad idea! Kristine dropped a line that has stayed with me: the health of your practice is really a reflection of how healthy your patients are. Does that apply in your office? This conversation will make you think!

Contact Kristine here:

[email protected]

www.kristineberry.com

https://www.facebook.com/remoteleadershipandteamcoaching https://www.linkedin.com/in/kristine-a-berry

Articles we discussed: 

http://www.dentalgrouppractice.com/dealing-with-toxic-coworkers.html   https://www.businessballs.com/team-management/tuckman-forming-storming-norming-performing-model/    https://www.bostonglobe.com/2020/03/23/lifestyle/12-most-annoying-co-workers-you-face-zoom/     Articles from Kristine can be found here: https://www.linkedin.com/in/kristine-a-berry/  

Bonuses from Kristine (also downloadable in show notes):

Framework for High Performing Teams

The ingredients come from the research of professionals including: Katzenbach and Smith (The Wisdom of Teams), Hackman and Wageman (A Theory of Team Coaching), Bruce Tuckman’s –Storming, Norming, Performing and Adjoining and Amy Edmondson (Teaming)

As you step into the new month, as a team you’ll take the pulse of where you are on a scale of 1- 10 in each of these six areas:

1. Shared purpose or mission (Your WHY)

What is your purpose? Your mission? Why do you exist? Does everyone hold the same understanding? What does this mean practically for your work? What priorities does your purpose or mission naturally create?

2. Shared behavioral norms

How do you do things? What is acceptable and unacceptable on the team? What behaviors and habits exist? Which ones are supportive of exceptional performance? Which ones aren't?

3. Shared commitment

What are team members committed to? What will you get done, no matter what? Is there anything that needs to be dropped off the list?

4. Shared performance goals

What are key goals for the team this year? What are key individual goals? How do your goals align? Overlap? What does success look like for each member? For the entire team? Does everyone have an understanding of the key goals of others on the team and how they feed into them?

5. Shared team practices

Teams that work together effectively share common practices such as a Monday morning huddle, a Thursday night out or some other regular event. What practices support your relationships?

6. Clear Roles

How do our roles overlap, align and connect? What changes, if any, are needed this year around your roles giving your priorities?”

A quick activity to undertake together is to have some discussion around how you are doing in each of these areas this week, especially if you are now operating in the remote space."

Bonus:

Making it safe-Psychological safety- trust and respect

·  It’s not about being nice or about lowering performance standards- instead it allows teams to set high goals and work toward them through respect and collaboration

·  Leaders need to be accessible and approachable;  acknowledge their current limits, be willing to display fallibility, direct language, set boundaries and hold people accountable

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**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit

Beverly Wilburn, FAADOM joins us for a frank talk about how COVID affected her office. She also shares her experience as an expert witness in malpractice cases. Talk about eye-opening!

We discussed:

• What she did and didn't do right when the virus affected her office,
• How she's going to preserve her relationships with referring offices,
• What will PPE look like post-COVID?
• What lessons has she learned from her times in court? What documentation do many offices leave out of the clinical record?
• What does 'last dentist' mean in malpractice suits?
• Beverly explains how she tricks out her templates to help her assistants keep track of everything.

We also chatted about being a leader to a team with regards to CE and motivation. She's got great advice for new managers. With staffing changes sure to come when offices reopen, I suspect we'll have more newbies after this all shakes out.

Resources:

• Beverly's Huddle Up! Morning Huddle FB group
• Join AADOM by April 15th for 1 free year

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

Teledentistry is all the rage right now. With COVID-19 keeping us from physically seeing patients, many dentists are now interested in how to make contact virtually. We pretended that Kevin was an attendee in one of my classes and my job was to teach him the basics and FAQ about teledentistry. I covered:

• What is 'teledentistry'? What do I need to get started?
• The billing codes and the ADA's new guidance in this area
• Why teledentistry should be part of your customer service arsenal

Other topics included retaining teams and how the staffing landscape is going to be different when this all settles. We hope it's helpful! 

UPDATE: A Delta representative reached out to let me know that D0170 and D0171 will not be mapped to D0140. 

Resources from the show:

• ADA's COVID-19 Coding and Billing Guidance
• Dr. Spera's site using the Doxy program
• OperaDDS COVID-19 Teledentistry Kit
• MouthWatch's TeleDent
• The TeleDentists
• Doxy

Connect with Kevin on his IG page and at DrBicuspid.com

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

So much changed in just one week. Kevin and I discussed COVID-19 (coronavirus for most people) just a few days before states and federal governments got involved. We talked a little infection control but we really focused on the impact this will have on not only meetings but practices. 

We took the opportunity to peel back the curtain on vendor costs at dental meetings. All the shows we discussed except for the California Dental Association have been cancelled. 

I'm including links here but urge to keep up to date using your dental society and the ADA's pages. Talk to a lawyer, human resource company and/or your CPA before making any long-lasting decisions regarding your practice. We'll get through this. 

• Dr. Bicuspid's guide to the virus
• ADA's FAQ on the virus
• ADA's virus information page
• OSAP's COVID-19 page

Connect with Kevin on his IG page and at DrBicuspid.com

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

It sounds so ominous, right? Well, depending on the person it can be a huge relief or a big pain in the ... you know what. This was a reader request (thank you!) and I responded by giving you:

• When I would absolutely terminate, no questions asked
• How I would do it
• The step-by-step routine regarding documentation and team involvement
• Some go-to lines for those very uncomfortable face to face conversations

I hope this is helpful - let me know if you do anything differently. I love hearing from you all! 

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

Rita is one of the leaders in dental social media marketing. She’s always got an eye on the trends and why they matter. Do you know about the new Google My Business? I had just heard about it and here she is telling us how to make it happen in your practice. Very timely!

We also talked about:

• Instagram stories compared to Facebook stories
• Ads on Facebook and how you can get placed into Facebook Jail without even realizing it
• We tackle the age-old question of ‘should I be friends with my patients?’
• What do dental students think of all this marketing? They’re way more prepared than most of us.
• What is a boost and what is an ad? In the end, you pay $$.
• Rita thinks Google My Business is your biggest piece of online real estate.

 

Rita has a new service she’s rolling out called Connect 90. For busy managers and owners this will be a huge help. Creating content is not easy work. We’ll have her back on when it launches officially.

 

Rita’s contact information:

Email: [email protected]

Site: http://www.ritazamora.com Rita’s book  High Get Found, Get Liked, Get Patients: Making the Most of Social Media can be found on Amazon or on her site.

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

 

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

Lois knows A/R, management and mentoring. And that’s just a tiny bit of her talent. A couple of highlights:

• How have patient conversations changed over the last 15 years?
• How big of a part does fear play into patient decisions?
• What clues does she look for in an interview? (free to you via email)
• Why she’s on a campaign to bring ‘grace’ back into our offices
• What are the red flags she finds in offices?
• Her advice for new associates – it’s golden
• What does one of her doctors do at the end of every day that shows leadership?

What about life outside of the operatory? Lois’s Speaking Consulting Network is a great start to your ‘out of the office’ career. What do you need to know about starting your own business and how scary is it? We talk about this!

Compliments of Lois:

Offers:

• Worksheet to measure your PPO numbers
• Questions for your candidates.

Just email her for copies! Let her know you heard it here 😊

Email: [email protected]

Site: www.bantaconsulting.com Keep an eye out for her new book High Impact Communication (Spring release)

Check out Speaking Consulting Network if you are looking to advance your dental career.

This year SCN is in Loveland, CO June 12-14. I’ve attended many meetings over the years – the networking is amazing.

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

Kevin returns to co-host this episode and we discuss the strangeness of embezzlers and their motivations. It was brought up by this article about an alleged embezzlement by an office manager in Utah. We also discuss one of the ‘queens of embezzlement’ Lori Doughty. 

But we’re not just trying to scare you. The episode goes into the traits of an embezzler and how to spot them. For many of you they’ll sound very familiar. Here’s a hint:

• They leave late and come in early
• Reluctant to take vacation
• Protective of their working area
• Been there for more than 7-8 years

Hitting a little too close to home? It did for me too! We went over what to do and why I want you to bring out your big balls in these situations. You read that right. I mean it, too. If you’re an associate, we talk about how it affects you as well. If you’re a manager, you'll hear why we’re always suspected. If you’re an owner, we want you to always keep your eyes open.

Other small actions to perform on a regular basis:

• Ask for the day sheet
• Ask for the deposit slip
• Spot check, spot check and spot check
• Pay attention when new employees question procedures - they're a fresh set of eyes!

We cleanse the palette by giving you some entertainment recommendations (Witcher/Joker/Don't F with Cats) and discuss the very long and full life of Kevin’s dog Hank. Hank is now chasing squirrels in heaven 😊

RIP Hank the Tank - pic here (we're still looking for the bacon explosion pic)

NOTE: I was wrong about Lori Doughty stealing 12 million. It was 1.2 million. Periods make a difference!

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

IgniteDA – Kevin’s company and newsletter

DrBicuspid.com

Kevin’s Instagram: kgh23

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

Sometimes having dinner with friends brings out hidden talents. My companions were Lisa Spradley of Front Desk Lady for Hire and Angela Martinez of CareCredit. Here’s some of what we talked about:

• Patient trust is directly tied to financial honesty
• How Lisa brought her treatment planning philosophy to corporate dentistry and then enhanced it with their systems
• Is there a place for DiSC or personality types in these conversations?
• How does sticker shock play into this?
• “Happy patients refer happy patients” – Angela’s motto has roots in her thousands of case presentation
• CareCredit’s Payment Options Form (Payment Calculator) is a secret weapon
• Build your team’s confidence!

 

If you like this podcast feel free to vote for me on this poll of the Best Dental Podcasts:

• Click here to vote!

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

 

Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)

Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

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FYI: Teresa’s educational classes are often sponsored by CareCredit and Weave.

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