Episode 17
Elevating the New Patient Experience
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
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
Transcript
[00:00:16] Lacie Ellis - Host: welcome to Practice Talk, brought to you by people and practice where we specialize in digital marketing, website development, SEO, and so much more. I am excited for today's discussion as we dive into the topic of elevating the new patient experience with my guest Linda. Linda has been the heart of Hughes Orthodontics for 20 years, serving as the consultation concierge.
[:[00:00:59] Welcome Linda. [00:01:00] Thank you for being here.
[:[00:01:04] Lacie Ellis - Host: I'm excited. And I am
[:[00:01:06] Lacie Ellis - Host: I noticed that, that, that makes sense. Um, so as a reminder to our listeners, don't worry about taking any notes today. We will put together a printable that you will be able to download for free from our website filled with the details of today's discussion.
[:[00:01:38] And I'd love to hear more about this.
[:[00:02:12] Um, and then sharing with them, you know, we're, uh, involved in communities and sports and, uh, uh, coming around to the end of the con, you know, the tour with, um, showing them the doctors and their families. And then I do have one special feature that is a secret door. So I, um, in the tour in, um, so you saw where the magic happens.
[:[00:02:45] Lacie Ellis - Host: I love that. That sounds So,
[:[00:03:08] You know, walks them through that process, which would be, uh, taking a panoramic image, a cephalometric image, some photographs and a scan. Mm-hmm. Um, and then I will sit down with the doctor and the patients and listen to what the doctor has to talk to them about. And then I can finish the tour. I mean, finish the, um.
[:[00:03:59] [00:04:00] So.
[:[00:04:21] And you know, I think so many offices have the same. You know, kind of protocols. They greet the patient, they walk them through what to expect, they take 'em on the tour and they do all that. But it's really, um, the person that makes it special. Just like any office, you know, every office can have all the new technology and the iTeros and all the, all the bells and whistles, but if they don't have the right people in the right places, that's really the magic sauce, you know?
[:[00:04:46] Linda Lindsay: Yeah. It's important to connect with them from the minute you say hi. See how they're feeling. What can I do to make them comfortable? Do I need to go li a little slower? You know, um, you know, getting on [00:05:00] their level on what to do. Sometimes I even have some of the little ones sit on my lap while I'm downloading the pictures.
[:[00:05:14] Lacie Ellis - Host: That's wonderful. So what do you feel like is the most valuable information that your team can collect for you about that patient during the new patient phone call? Um, that really helps you during the exam? I know that really sets the tone for what you are doing.
[:[00:05:38] Linda Lindsay: So when they actually get the call, um, you know, they ask them about, you know, what are they looking for, how they hear about us. But I also reiterate that to them when they first come in.
[:[00:06:19] Yeah. So that we can have everything ready. So by the time they're ready to move forward, we have all of our information. I don't have to say, oh now, hold on. I gotta go check their insurance. Um. So that's a really big part. Um, but I do, um, you know, try and look at the new patient paperwork, if they can get that to find out if there's any, um, specials that I need to address with the, the children.
[:[00:06:58] Lacie Ellis - Host: outta curiosity, does [00:07:00] um, did you say it was start Alu? Is that what
[:[00:07:04] Um, so when you call in, um, if you're a new patient, you press one and it goes straight to this company. That takes our new patient phone calls. Okay. Now, sometimes we have parents of patients who've been here before. Sure. So they just, you know, click on, talk to the receptionist and then. Of course we can also take their call, their phone call.
[:[00:07:25] Lacie Ellis - Host: so I know when I, when I was treatment coordinating, um, you know, when a new patient phone slip came to me, there would be like extra notes about like, her to baby crying in the background. You know, maybe talk to mom if they have a baby, or, um, I really encouraged my team at the front desk to use the same verbiage on the form that the actual parent or patient was using so that I could talk to them.
[:[00:08:05] Let's take a look at that and see what we can do to help. So, um, I do think it's about really listening to what people say, and I know you know this, um, and you're really good at it. And then. Watching that body language and really, you know, making sure if somebody looks uncomfortable, there's usually I didn't answer a question all the way or there's something more that I need to explain.
[:[00:08:44] Linda Lindsay: And that's why I do look over the new patient paperwork before they come, if they have it. Um, I do have a forum that I, um, you know, look at the patient right before, so I know if they have insurance. I know, um, do they have a sibling here? How were they [00:09:00] referred to us? Um, so I already have a lot of information.
[:[00:09:27] You know, just giving him as much information or, hey, they're in the fourth grade and they're at St. Mary's and they play soccer so that he can come in and he's not repeating the questions that I've already asked.
[:[00:09:41] Linda Lindsay: Yeah.
[:[00:09:48] So let's listen to our first question. Okay. Our doctor is considering starting to charge for the new patient exams, and I understand that his knowledge and time are valuable, but I'm worried this will [00:10:00] reduce the amount of overall exams we will have scheduled with us.
[:[00:10:09] Um, we did find that, um, having the free consultation, um, and. The records and everything we do in that consultation is free. But it's benefiting us as well as the patient. But if the patient's like, Hey, I'd like to have my records and I'd like to go to another orthodontist, then there would be a fee for the records.
[:[00:10:50] Lacie Ellis - Host: I feel like this happens like every, I don't know, three to five years in the industry, there's this big push again for like, let's charge for the exams.
[:[00:11:20] The difference in, in the production for the office versus the, you know, for the exam versus the start is so much different. I just. I think and if
[:[00:11:36] Lacie Ellis - Host: yeah, I think unless the whole industry shifts and starts to charge for exams across the board.
[:[00:12:08] Mm-hmm. But, um, just out of pure curiosity, I took him to three exams. And if I had. You know, been charged for that. I probably would've only taken 'em to the one, and it really, I think, would've limited our knowledge of who we were choosing and why we were choosing them. And I mean, it's a commitment, not not just financially, but this is somebody who's gonna have their fingers in your mouth or your kids' mouth.
[:[00:12:51] If you guys are doing, which I know you are, they're gonna come back to you guys because you, you showed them, um, not only the knowledge and the [00:13:00] experience of the doctor, but the heart that you guys put into treatment. There's, there's a difference there.
[:[00:13:13] Sure. And so we've gotten second opinions from there, but they come here, I want them
[:[00:13:20] Linda Lindsay: with whoever they choose. Choose. So, you know,
[:[00:13:32] Who went to, uh, further their education to specialize in moving your teeth. Uh, I just think if people really understood that there might be more value placed on choosing a specialist over your dentist, which I'm not saying dentists in some cases aren't qualified to do some of this movement, but, um, it's just, it's different when you're going to a specialist.
[:[00:14:13] So how do I kindly signal him that it's time to wrap it up?
[:[00:14:37] And then I'll look at him and then he'll understand. But, um, most of the times, um, the doctor leaves it to me to answer the questions or tell about the brackets or attachments or. You know, options. Um, 'cause we talk about that before we come into the exam together. So he [00:15:00] can get in, reiterate what he said about the patient, tell them, you know, what it will be, how long it will be.
[:[00:15:31] Um, so I think both of my doctors are very tuned in to coming in, being about the patient, and then passing it on. So that's
[:[00:15:57] And he knows you can answer all [00:16:00] orthodontist. Exactly. I know. Um, the doctor that I worked for the longest, um, he just loved to share how much he knew about. You know, moving teeth and what happens to the bone remodeling and all of this stuff. And you can see it on the mom's face when she's just like, I got it.
[:[00:16:44] Oh. And the only time that was out on my desk is when it was a signal to him that it is time to leave. So I would just ever so, uh, slowly pull it out and set it on the desk. And when he sat he's like, all right, well I think I will leave you with Lacey now. [00:17:00]
[:[00:17:08] Like you said, I would just, um, say, oh, chair four, or, you know, yeah. Then he's like, okay,
[:[00:17:34] Linda Lindsay: Um. I'm always moving forward positive and talking like they're going to start. So I'm like, um, you know, if, uh, you're ready today, we can set up that appointment. Um, here's the, the contract and information I can help you find a good fit for you. As in, I need to use flex spending or. [00:18:00] Insurance or payment options at no interest or so, I'm always talking to them like they're gonna start that day.
[:[00:18:24] Lacie Ellis - Host: I mean, I think, you know, I was really nervous to be a treatment coordinator at first because I'm like, ma'am, I am not a sale.
[:[00:18:52] I mean, either financially you can make this work and we're a good fit for your family, or you're not quite sure and you need to go do your homework like [00:19:00] that. That was pretty much the two scenarios that we had coming out of an exam. And um, once I realized that, I also made the shift in my head that I'm not trying to be pushy when I say we can do the first step today and sign the paperwork and, you know.
[:[00:19:41] Linda Lindsay: Absolutely. 'cause I'm not a salesperson either. It's the personality of, from the very first time you see them, how it's going through the appointment, and then you know how they're feeling about what they wanna do before you get to the finances and everything. So
[:[00:19:59] Linda Lindsay: and I'm like, [00:20:00] okay,
[:[00:20:00] Yeah. Yeah. That's when you're like, oh, we're doing this. Um. Yeah, and, and I learned very, very early on, I was really scared to ask for or let people know that we offered a, you know, a, a courtesy reduction for a payment in full. Just because I was like, man, that just seems that, again, that felt pushy to me almost.
[:[00:20:36] And I was like, from then on, I was like, everybody should know what all their options are. That's right. Just tell people what, what their options are. Let them choose. Um, and you know, I, I think there was also a shift in my mind that, um, finances can be uncomfortable because. Like, my mom doesn't know what's in my bank account, but I'm gonna sit in front of this perfect stranger and tell them that I can't afford [00:21:00] $500 down.
[:[00:21:18] Patient too. So, yeah, I,
[:[00:21:42] And then I'd move over quickly to the 2% if you say, with your credit card. And then I talk to them about points and they're like, stop. I want my points. Well, I mean, we have, you know, percentage off for banking information. We have a be percentage off for credit cards and then we also have interest [00:22:00] free with flexible payments, so that's awesome.
[:[00:22:16] Linda Lindsay: So, yes, we handle those two. Um, so I say sometimes I'm like, if you wanna talk to them now, I can step out for a few minutes.
[:[00:22:43] Yeah. So, um, I try and get them to talk to their person, um, same day if they can, or, um, if a mother, a mother and father come in, then I say, I can step out while you discuss if you'd like. [00:23:00] Um, so trying to get it on the same day is most important, but sometimes you have to say, I agree. I call, email this to you, but then I will reach back out to them.
[:[00:23:13] Lacie Ellis - Host: I think that's so smart. I know, um, one of the offices I worked in, we implemented the. It was in the new patient phone call where we would say, you know, we're gonna go over a lot of very detailed information, and it's best if all financial decision makers can be present at that exam if it's possible.
[:[00:23:53] There probably is a world where the wife does need to go talk to the husband, or the husband does need to go talk to the [00:24:00] wife because you may have to be shifting budgets around or taking money out of this, or putting money there. Like it's, you know, it's, it's a big expense and I do think it makes sense that families might need to talk about it.
[:[00:24:27] I'm gonna check back in with you in a couple of days. So it's
[:[00:24:34] Lacie Ellis - Host: Absolutely. Absolutely. Well, I really hope you enjoyed our conversation today as much as I did. Thank you so much for your time and for sharing your valuable insights.
[:[00:24:45] Linda Lindsay: Thank you. I enjoyed it too.
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