Are you making the most of every new patient consultation in your orthodontic practice? Welcome to Practice Talk, the podcast where we dive into the people and processes that power successful orthodontic practices. Today, Lacie Ellis is joined by Linda Lindsay, a seasoned professional who redefines the role of the Treatment Coordinator as a Consultation Concierge. Linda shares how her personalized approach transforms the new patient experience—from the moment they walk in to how payment options are presented, even when a spouse isn’t present. Tune in as and explore the importance of gathering the correct information before the first visit, offering free consultations, and ensuring patients feel truly seen, heard, and supported throughout their orthodontic journey.

 IN THIS EPISODE: 

• (00:00) Introduction: Meet Linda Lindsay
• (01:41) Linda defines her role as a Consultation Concierge and how it elevates the new patient experience in orthodontics.
• (05:39) The importance of gathering key information before the patient arrives to create a personalized and seamless new patient experience.
• (09:48) Linda shares the benefits of offering a free consultation and flexible financial options
• (13:59) What to do when the doctor speaks over the patient’s head
• (17:37) The value of taking a proactive approach in orthodontics by presenting all payment options upfront

KEY TAKEAWAYS: 

• In an orthodontic office, the role of a Consultation Concierge enhances the new patient experience by offering a warm, personalized welcome, complete with greeting boards and guided office tours that make new patients feel comfortable and valued from the start.
• Reviewing patient records in advance and customizing interactions based on body language and individual needs allows the Consultation Concierge to build meaningful connections and support confident treatment decisions, elevating the overall new patient experience in orthodontic care.
• A proactive follow-up approach, including flexible financial options like interest-free payments and discounts, helps orthodontic practice patients feel informed, supported, and ready to start treatment without delay. This is key to a successful new patient experience.

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

The Smile Team at Hughes Orthodontics

KEYWORDS: Orthodontics, Consultation Concierge, New Patient Experience, Hughes Orthodontics, Patient Greeting, Welcome Board, Office Tour, Patient Engagement, Treatment Coordinator, Financial Options, Free Consultation, Patient Reviews, Body Language, Insurance Verification, Follow-Up Strategy, new patient consultation, Consultation, orthodontic practice, Dental Practice, Consultation Concierge, payment options, flexible payment options, body language, individual needs, confident treatment decisions

Are you ready to take your orthodontic practice to the next level? In this episode of Practice Talk, guest Alida Brydson joins Lacie Ellis as they dive into essential strategies for improving patient care and streamlining office management operations. They explore the importance of building strong connections with new patients from the initial phone call, fostering team collaboration between the front and back offices, and the value of clear communication in all aspects of the practice, from scheduling to handling finances. Alida shares insights on handling sensitive financial conversations, creating flexibility in payment plans, and maintaining a supportive team environment to ensure smooth operations and better patient outcomes.

 IN THIS EPISODE: 

• (02:10) Alida shares the importance of making a connection with the initial phone call
• (06:26) Managing before and after-school appointments
• (09:47) Listener question: promoting team collaboration between the front and back offices
• (13:22)  Listener question: dealing with parents who are stressed when they call
• (18:04) Alida reveals how explaining the phases of orthodontic treatment gives a patient understanding to decide before moving on to finances
• (25:41) Alida speaks about communication, daily meetings, schedules, staff responsibilities and technology

KEY TAKEAWAYS: 

• The connection with new patients starts with the very first phone call. Taking the time to gather detailed information and making them feel heard sets up both the front desk and treatment coordinator for success, ultimately improving patient retention and satisfaction.
• Effective communication between the front desk and the back office clinical team is vital, especially when managing emergencies. By understanding each other's pressures and roles, team members can work together more efficiently and empathetically, ensuring smooth operations and better patient care.
• Effective communication about finances highlights the need for flexibility in payment options and transparency to alleviate patient concerns. By understanding patients' financial situations and offering customizable payment plans, practices can significantly enhance patients' comfort and decision-making process.

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

In this inspiring episode of Practice Talk, host Lacie Ellis sits down with Christi Hubert, a purpose-driven leadership professional with over 11 years of experience in the orthodontics industry. Christi shares her journey of growth, resilience, and unwavering commitment to excellence, emphasizing the importance of creating a welcoming, home-like environment for patients and team members. From navigating unexpected challenges to embracing discomfort as a path to growth, Christi offers invaluable insights into finding purpose, staying grounded, and inspiring team empowerment in the workplace. Whether you're a seasoned orthodontics professional or just starting in the field, this conversation will leave you motivated to rediscover your "why" and fall in love with the impact you make every day.

 IN THIS EPISODE: 

• [0:25] Christi Hubert discusses how she balances their busy schedule
• [6:09] Collaboration in team empowerment and marketing content
• [18:10] Listener question: showing the value of social media to their doctor
• [22:46] Listener question: promoting the orthodontic practice while staying true to its values
• [29:33] Christi shares her key to purpose-driven leadership
• [34:30] Christi leaves advice for pursuing a multifaceted role in orthodontics

KEY TAKEAWAYS: 

• Purpose-driven leadership involves encouraging team members, involving them in decision-making, and praising their contributions. This approach fosters empowering leadership and team excellence. It builds a positive, engaged work environment where everyone feels valued and motivated. By aligning these communication tools with these principles, marketing efforts become effective and enjoyable.
• Creating marketing content can be a transformative team empowerment experience that highlights Personal Development and energizes the entire team. Embracing authenticity and showcasing each team member's strengths fosters excitement and creativity. Allowing personalities to shine through playful videos or behind-the-scenes contributions enhances the organization’s culture and builds genuine connections with patients. This inspires team members to step out of their comfort zones, strengthening the practice’s story and its relationships.
• A holistic approach to social media involves aligning the practice values with its online presence across multiple touchpoints in a patient’s decision-making journey. By sharing professional insights and personal moments, practices foster team empowerment and differentiate themselves from other orthodontic practices. 

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

Welcome back to Practice Talk with your host, Lacie Ellis. Today, we’re excited to welcome Janine Chinitz of Chinitz Orthodontics, a startup that’s been making waves in the industry for the past two years. Janine will share the five key factors that have contributed to the success of the practice, from choosing the right name to building a standout team. We’ll explore how strategic planning, effective marketing, and strong community connections have helped them lay a solid foundation for growth. Whether you're just starting out or looking to level up your practice, this episode is filled with invaluable insights and practical advice.

 IN THIS EPISODE: 

• [0:25] Meet Janine a co-founder of Chinitz Orthodontics
• [10:30] Choosing the name, completing the vision and the motivation for their dream
• [16:36] What sets Chinitz Orthodontics apart from other practices
• [21: 59] Hiring the right staff is critical
• [25:43] A listener poses a question about the most effective marketing strategies 
• [30:01] Laci describes the services provided by People in Practice
• [35:30] Janine responds to a listener about balancing work and family life
• [40:32] Taking the Chinitz Practice to the next level

KEY TAKEAWAYS: 

• Planning your orthodontic practice’s location, design, and hiring strategy is essential but not covered in dental school. These decisions impact your budget, visibility, and patient experience, laying the foundation for a successful practice
• Expand your orthodontic business by networking with local practitioners and promoting your practice to everyone you encounter
• Orthodontists need reliable staff to manage the front desk, handle essential tasks, and oversee finances and scheduling, ensuring the practice runs smoothly

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

Chinitz Orthodontic - Website

Chinitz Orthodontic - Instagram

QUOTES: 

“Our goal is not to be a factory.  Success is defined by each person. So, while we could probably see 100 patients a day, that is not successful in our minds. We want to see less than that so that we can give time to our patients and give them the care they deserve. People are responding like crazy. They're switching from other doctors and referring their family and friends because they're like, ‘Oh my God, this is so nice’.” Janine Chinitz

“We found a place that would match our mission. We are in the neighborhood where my husband grew up. While it seems obvious that we named our office Chinitz Orthodontics, his last name has a great reputation in the area, and every single one of my husband's family members is a doctor. So we're using this reputation in the medical field and in our neighborhood’s location.” Janine Chinitz

Welcome back to Practice Talk with your host, Lacie Ellis. This episode features Trisha LaRue, a seasoned orthodontic office manager, to discuss the unique challenges and rewards of managing a busy orthodontic practice. From keeping the team motivated and managing staff attendance to finding solutions for improving efficiency, Trisha shares practical advice that every office manager can apply. She also dives into strategies for building a positive practice culture, aligning the team with the doctor’s goals, and navigating the multitasking demands of the role. Whether you're an office manager or part of a dental team, you’ll gain valuable insights to help keep your office running smoothly and your team smiling.

 IN THIS EPISODE: 

• [0:25] Meet Trisha, who talks about the common challenges facing an office manager
• [6:56] Keeping the team motivated and how incentives play a role
• [13:28] A listener poses a question about uniforms and dress code
• [20:10] A listener poses a question about balancing being pulled in many different directions
• [24:01] Solutions for improving efficiency
• [30:23] Discussion of coordinating the doctor with the team to improve operations 
• [35:38] Trisha shares practical advice with listeners

KEY TAKEAWAYS: 

• A common challenge in orthodontic offices—and many dental practices—is managing staff attendance. Teams often include highly dedicated individuals who consistently show up regardless of circumstances, alongside others who frequently miss work due to various personal reasons. Balancing empathy for legitimate absences with the need for reliable staffing can create operational difficulties.
• Building and maintaining the right culture in an orthodontic practice starts at the top and involves fostering a positive, supportive environment. Emphasizing humanity—acknowledging that everyone faces personal challenges while encouraging a focus on team collaboration—lays the foundation. Morning huddles, lighthearted moments to break the ice, and playful interactions can set a positive tone for the day. Additionally, implementing team incentives for goals, reviews, and other achievements helps reinforce engagement and collective success.
• Being an office manager in an orthodontic practice means embracing the dynamic, multifaceted nature of the role. It requires balancing constant doctor, team, and patient demands while maintaining high standards and a solutions-oriented mindset. Success comes from accepting unpredictability, staying organized with tools like daily checklists, and recognizing that flexibility is key. Mastering this balance ensures smooth operations and elevates the office manager's ability to lead effectively and create a positive, efficient environment.

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

Welcome back to Practice Talk! with your host, Lacie Ellis. Today, we’re thrilled to be joined by Pheebe Lafreniere, a seasoned professional in the orthodontic field. In this episode, Pheebe shares how her journey began in orthodontics and discusses the rewarding aspects of her job, like building lasting relationships with patients. Together, we tackle vital concerns, from motivating clinical staff to help with marketing efforts to managing the dynamics between front and back office teams. Plus, you'll hear practical tips on scheduling, patient care, and creating a positive workplace culture. Let’s dive in!

 IN THIS EPISODE: 

• [0:34] Lacie introduces Pheebe, and she explains how she began her journey in the orthodontic space
• [4:06] Pheebe describes what her favorite part of the job is
• [7:25] A listener asks a question and has a concern about the clinical team not being enthusiastic about helping with marketing efforts
• [12:12] Pheebe discusses some of the hangups staff have regarding social media
• [13:47] A listener poses a question about the conflict between the front and back office teams
• [18:54] Pheebe describes why lack of hygiene creates her biggest frustration, and Lacie spoke about struggling with doctor time management
• [25:21] Discussion of working in columns, having morning huddles and other scheduling issues, and Lacie explains Patient Queue Technology, designed to coordinate with any website
• [30:55] Pheebe explains how her office works hard at valuing the staff/patient relationship and knowing something about each patient

KEY TAKEAWAYS: 

• Looking at your staff’s and clients' families might be an excellent place to look for assistants. You should also keep your eyes open to friendly people who are interested in the orthodontic field.
• A great employee enjoys building relationships with patients. 
• Working in the orthodontic field is rewarding because you change someone’s smile, which they will have for life.

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

Bloom Consulting - Email

Bloom Consulting - Website

QUOTES: 

“Having a prize or any kind of competition always makes marketing fun. Staff always needs to know what is happening. Everyone should know why they do it and what they do on the marketing side. We had one competition where the patient wore a wristband that said the name of our ortho practice. They wore it for a week and would come back and we would remove it and their name would be put into a drawing for a $100 prize and nine-year olds would say, yes, I’m doing that.” Pheebe Lafreniere

“Cross-training can help when there is a conflict between the front and back offices. Everyone thinks they have the most challenging job, so if we get a little bit of experience in each other's areas, we can understand each other's struggles and give each other a little bit more cushion.” - Pheebe Lafreniere

Welcome back to Practice Talk! Today, we're turning the hiring process on its head and exploring how to view it as a positive opportunity to build your dream team. Haley Stumbo, from Greg Orthodontics and Bloom Consulting, is joining me. Haley shares her insights on embracing the positive opportunity of hiring new team members and how cultivating a culture of clear communication, honesty, and kindness can empower orthodontic practices to thrive clinically and operationally. Haley will also share information about Bloom Consulting, a doctor-led consulting and coaching group dedicated to helping orthodontists navigate the complexities of running a successful practice. Tune in to learn Haley's strategies for building solid teams and overcoming common business hurdles in orthodontics.

IN THIS EPISODE: 

• [2:03] Haley shares how she finds the right team members who exemplify the values of the practice
• [7:00] Haley outlines the qualities that build positivity within a practice
• [10:15] Haley answers a listener's question about her advice for establishing a positive team and culture for a new practice
• [14:40] Haley answers a listener’s question about how a leader can instill a better caring environment in the staff
• [22:42] Haley shares her motto, “It’s a vibe,” and what it means and the importance of reviews or feedback
• [31:12] Haley reflects on her two most significant challenges
• [36:22] Haley discusses Bloom Consulting for orthodontists 

KEY TAKEAWAYS: 

• You must have a positive outlook on the hiring experience to find the right team member. Who can I find that will bring value to our team, or whose life can I change by giving them this opportunity?
• To create a positive office culture, the employees you hire must have good communication skills and be honest and trustworthy.
• The difficult thing for a manager is firing staff. It’s essential to give them a chance, show them areas they need to improve and then, if improvement is not attained, let them go. 

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

Bloom Consulting - Email

Bloom Consulting - Website

QUOTES: 

“To find the right team member, you have to flip the perspective and look at it as an opportunity. So the first thing is training your mindset. When you're in the mode to hire, it's exciting. It's a good thing. Who can I find to add to this team that will bring value or bring a sense of something that we don't even have here yet, or whose life can I change by giving them this job or this opportunity?”  Haley Stumbo

“Think about the five senses of your practice. What do people hear? What do they smell? You know, what is going on? What do they see? If they're hearing great music through the speakers and love it, show them how to link to your Spotify so they can access your playlist anytime. If they're smelling cookies, make sure everyone who leaves gets a cookie. Those are all ways to get people to engage and keep that engagement alive every time they come in.”  Haley Stumbo

In this episode of Practice Talk, Lacie Ellis welcomes Cathy, a Lead Treatment Coordinator. Cathy will share her experiences guiding patients from consultation to commitment, advocating for the practice and her patients. Lacie and Cathy discuss strategies for winning over patients without pressure, making treatments more affordable through lower down payments or flexible payment schedules, and starting treatment plans on the initial contact to save patients an extra trip. Cathy offers valuable insights throughout the conversation. Customer service is vital in making your practice a success. 

IN THIS EPISODE: 

• [01:45] Cathy outlines her proctice’s strategies in place, beginning with the introductory phone call
• [3:56] Cathy gives an example of a conversation with a patient and how to build relationships
• [6:01] A listener has a question about lowering the minimum down payment and a discussion about monthly payments
• [9:27] A listener has a question about offering same-day starts during the exam. She doesn’t want to appear to be pushy
• [13:06] Discussion involving a child in making a decision of what orthodontic office to choose and the benefits of showing a patient that you are available that day to begin their treatment
• [18:40] Discussion of finances and making a family decision
• [20:54] Listeners are encouraged to send in their questions to be featured on a future episode

KEY TAKEAWAYS: 

• Taking your time with patients and listening to their concerns is paramount to making them feel comfortable proceeding with treatment and the financial arrangements
• Making down payments affordable and flexible is key to encouraging patients to begin treatment
• The way collecting a first payment is framed is essential to allowing a patient to feel they are in control of their finances and are not being pushed

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

QUOTES: 

“Great customer service is tough to come across now. So we ensure we allow plenty of time for that new patient call. Granted, some people are in a hurry, and we have to adapt to that, but for the most part, it's all about taking your time and listening.” Cathy

“A while back, we went to $500 down as the minimum payment. That has seemed to be the sweet spot. It's affordable for them and we can actually extend the payments out 6 months. We do a soft credit check. We look at their employment and if they had other children treated, and how the payments were at that point in time. If there are multiple kids, sometimes we'll even go lower than $500 because putting two kids through braces is a lot, and we don’t want them to have to choose which one gets them first. It has not really caused any issues.” Cathy

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

In this episode of Practice Talk, the Marketing Director of Lupi Orthodontics, Heather Hamm, divulges her office’s strategies for orchestrating prosperous community events. She highlights the diverse range of events they've organized, noting that those centered around health and wellness consistently draw the largest crowds. Heather emphasizes the effectiveness of distributing branded swag, particularly citing ChapStick as a highly appreciated giveaway item — after all, who doesn't need ChapStick? Tune in for invaluable insights and practical advice from Heather's wealth of experience.

IN THIS EPISODE: 

• [01:53] Heather explains that the most beneficial events have been health and wellness expos
• [6:03] There are a variety of ways to measure the success of an event
• [8:39] Discussion of how a private practice can stand out in the community
• [10:23] A listener asks how to get her team excited about marketing events, and Heather discusses the swag they use
• [17:22] How to build strong relationships within the schools and home-schooling communities
• [24:25] Lacie invites listeners to send in their recommendations of guests and topics

KEY TAKEAWAYS: 

• Engagement in the community is essential because it says that you care and are willing to invest in people
• Theme-based swag is a great idea to tie everything together and show you have put a lot of thought into the event
• Getting staff excited about doing events is a process. Asking them to assist in creating the event is an excellent way to get their involvement, and in large practices, it can be a condition of employment

RESOURCE LINKS:

People + Practice  - Website

Practice Talk Podcast - Free Downloads

Heather Hamm - LinkedIn

Lupi Orthodontics - Facebook

QUOTES: 

“One advantage of Lupi Orthodontics is that we celebrate 30 years in the community. The doctor’s reputation alone speaks for itself. We’re starting to see the children of the patients he first treated coming to our practice, which is always fun and gets us excited.” - Heather Hamm

“I love swag. One of the most important things is making sure that it's quality, not necessarily expensive, but something that they're not just going to throw away. For example, on their way out of the event, our most popular in-office swag is chapstick. Everybody loves Dr. Lupi's chapstick. We  give those to the patients after a procedure or hand them out at events. One thing I like to do with the swag is align it around the event.” - Heather Hamm