Practice Talk

Today, Lacey is joined by Mary Katherine Vonpotts, the Marketing Director for Scenic City Orthodontics in Chattanooga, Tennessee. Mary Katherine shares innovative ways to serve your community while marketing your practice. She emphasizes the importance of community involvement with schools, which has paid dividends in her office. Mary Katherine also reminds listeners to remember the Dentists who refer patients, and she has a proactive way of making those Dentists feel appreciated. After listening today, you will see the importance of keeping your brand visible in your community. 

IN THIS EPISODE:

• [01:58] Mary Katherine shares what type of community events are most beneficial for their practice
• [03:48] Mary Katherine speaks about events at health fairs, and she defines a successful community event
• [08:25] A listener asks whether there is anything that a patient keeps from swag or if a sway gift is a waste of money, and Mary Katherine responds
• [12:37] A listener tells about marketing success in her community
• [13:31] Mary Katherine talks about their relationships with the schools
• [18:32] Mary Katherine discusses doing deliveries to their local dentists
• [21:25] What are the A, B, and C list referrals

KEY TAKEAWAYS: 

• The success of a community event may not be realized directly by your practice after the event but instead shows up down the road because of “brand” awareness.
• Asking the school what your practice can do for them is a great way to make inroads into that school.
• When you are intentional in the service you provide or the gifts you give as marketing tools, it is noticed and appreciated.

RESOURCE LINKS

People + Practice  - Website

Mary Katherine Vonpotts - Email

Practice Talk Podcast - Free Downloads

BIOGRAPHY:

Mary Katherine is the Marketing Director for Scenic City Orthodontics in Chattanooga, Tennessee. With over six years of orthodontic marketing experience under her belt, she can't think of a better job than making people smile! Mary Katherine makes sure that patients have the best experience from the first time they even hear of SCO. When she's not talking teeth, you can find her shopping at any local farmers market with her husband and two-year-old son!

QUOTES: 

“There's not just one way in marketing to do something. So, I don't like to put all of our eggs in one basket just based on whether a patient came into our office and started treatment with us from that one event.”  Mary Katherine Vonpotts

“So we spent twenty-five hundred dollars on that event, but we've already made that back. So, it is tangible. Someone's looking for an orthodontist; whether they know it or not, they're looking for you. So, it's nice to be able to see those results.”  Mary Katherine Vonpotts

Today, Lacey is joined by Sarah Gibson, the Treatment Coordinator for her office. Sarah delves into various facets of her role, including discussing the established procedures for welcoming new and existing patients. She emphasizes the importance of active listening and provides real-life examples of how it can significantly work to a patient's advantage. The episode also covers scheduling techniques and strategies to ensure a smooth workflow for the doctor and the patient. Make sure you catch this informative episode.

IN THIS EPISODE:

• [01:28] Sarah discusses the check-in process both for new and existing patients and shares what her responsibilities are when a new patient comes in. 
• [07:41] Sarah explains how she walks a young patient through what to expect when the doctor comes into the exam room and how she extends hospitality. 
• [11:31] Sarah tells why her front desk contacts a new patient before they are seen in the office. 
• [14:03] A discussion of the doctor's schedule and keeping them on time. 
• [16:29] A listener states she does as many as six new patients a day and is overwhelmed. 
• [22:08] Sarah discussed how active listening has assisted her in working with patients who want to go home to converse with others before deciding on treatment. 
• [33:41] Sarah and Lacey agree the position of Treatment Coordinator can make a patient's day better than they thought it would be. 

KEY TAKEAWAYS: 

• There is more than one way to check in patients. Some orthodontists have a different protocol than others. Whatever is working in your office is what you should do, but be sure to make them feel welcome.
• A Treatment Coordinator often needs to read the patient to know how to discuss the treatment going forward and what they are thinking. Any information you can collect before the patient comes to the office is helpful.
• One of the most essential qualities a Treatment Coordinator must possess is active listening.

RESOURCE LINKS

People + Practice  - Website

QUOTES: 

 “I take my time, and I tell patients, I am here for whatever questions you have, whether it's now, whether it's in treatment, whether it's at 10 o'clock at night. Yes, I probably won't answer the phone, but go ahead and email me, and I'll answer it the next day. So, patients know how to get a hold of me, and I like to think there's some hospitality in that.” Sarah Gibson

“My job is to read the verbal and the nonverbal cues to help the patient get what they ultimately want. So, when I start to hear reasons why people would postpone starting treatment or they need to move money around, I really try to listen to them and ask the right questions so I can get to the root of what is going on.” Sarah GIbson

Welcome to our first episode of Practice Talk, featuring Lacie Ellis as the host. Today Lacie sits down with Kaitlynn Kopa, the scheduling coordinator at King Orthodontics in Dayton, Ohio. She offers valuable insights on managing appointments for school-age children during and after school hours. She also dives into her strategies for handling disgruntled patients. Additionally, Kaitlynn will address questions from our listeners. Get ready for an engaging episode of Practice Talk!

IN THIS EPISODE:

• [01:25] Kaitlynn explains why there is no difference between checking in an existing patient and a new patient
• [03:45] Kaitlynn outlines the teamwork structure in her office
• [06:26] Teamwork and policies allow for scheduling patient emergencies
• [08:34] How Kaitlynn schedules appointments for schoolchildren before, during and after school
• [13:28] A caller discusses a situation with an angry patient 
• [15:42] A discussion of the frequency of emergencies
• [20:36] Kaitlynn’s number one tip for dealing with an angry patient and why the support of the doctor is so helpful

KEY TAKEAWAYS: 

•  Dr. King’s philosophy is, “People don't care how much you know until they know how much you care.”
• Communication among the office staff is critical. When there is discord among the team, it makes the patient uncomfortable.
• Angry patients want someone to listen to them. Don’t decide on the action to be taken until you’ve heard and empathized with the patient.

RESOURCE LINKS

Practice Talk Podcast Website 

People + Practice  - Website

#PracticeTalkPodcast #PeopleandPractice #Orthodontics #Dentistry #LacieEllis #SchedulingAppointments #AngryPatients #KaitlynnKopa #KingOrthodontics

Welcome to Practice Talk, the podcast that delves deep into the intricacies of healthcare practices. We amplify the voices of actual team members, revealing strategies for creating thriving healthcare practices.

Each episode, we engage with diverse staff, from receptionists to lab technicians and administrative professionals who will share candid stories and provide practical solutions for juggling patient care and business demands.

Our mission is to empower the dedicated teams that make healthcare happen. So whichever role you play, tune into Practice Talk for a genuine peek behind the scenes. 

About the Host: 

Lacie Ellis: 

Meet Lacie, a seasoned professional with over 20 years of experience in healthcare. With a comprehensive understanding of practice operations, she has become a trusted authority in the field. Lacie's journey led her to the world of consulting, where she works her magic to help practices reach new heights. As a strategic marketing expert, she knows how to captivate audiences and drive sustainable growth. With a focus on boosting team morale, implementing effective training programs, and fostering open communication, Lacie stands out as a true industry insider.