Getting Clinical

Narrator: [: 00:00:00

Lacie Ellis: Welcome to Practice Talk. Brought to you by people in practice where we specialize in digital marketing, website development, SEO, and so much more. I'm excited for today's conversation, where we will be discussing all things clinical with my friend, Phoebe. Phoebe currently works in a very busy orthodontic practice in Utah.

She's been working in the ortho field for about five years, um, Phoebe started out in sterilization and slowly worked her way up to being an assistant. She is also in her third year of college and hopes to graduate with a bachelor's in two years. So welcome Phoebe. Thank you so much for having me. I'm so happy to be here.

worry about taking any notes [: 00:01:00

Okay. So, um, it started with my mom. My mom was an assistant for 17 years and then she moved to the lab for about five years. Um, I would come into the office and like help her make retainers and stuff like that. And then I had an interest in what the assistants were doing. So I'd kind of like see them working and stuff and ask them questions when they'd come into the lab, whatever.

Um, and then I started helping with the sterilization. So while my mom was working, I'd go out and help them a little bit with like sterile, um, and then the doctor started asking me to like come in more days of the week. Um, and then he asked me to travel to different locations, started getting put on the schedule, stuff like that.

e, and then I would take all [: 00:02:00

Um, and then I did all this during high school, so I would only go for like half the day. I would have school in the morning and then I'd come in for the afternoon. Um, and then once I moved to college, I moved away from there and then I started working full time in the summer and. Now I mix up school and work.

So I'll do like school different days and work different days. So that's what I do now.

reat assistant, then they'll [: 00:03:00

Um, you know, look at the. Parents of your patients is a good place to find, you know, people who might be a good fit for the practice because they are used to your vibe. They kind of know the practice a little bit. So current employees, former employees, their family members, like there's such a big pool out there of potential great, uh, team members.

And you just have to keep your eyes open for them. And like in my case, um, the doctor's wife, Uh, must've saw something in me. I'm not quite sure what, uh, while I was working in a photography studio and she felt like I was a good fit for the practice and was like, Hey, you know, you should go check this out.

o do one day. So I love your [: 00:04:00

So what's your very favorite part about working in an ortho office?

Pheebe Lafreniere: So I love like the relationships that I make with the patients. Um, I love seeing like the patients outside of work and usually I'll let them recognize me first. Like, I won't be like, I'm doing your braces like to them, but, um, if they recognize me without my mask on or anything, then I like being like, oh, my gosh, stuff like that.

Um. Like in the office when they come in and being like, how was that? That we did last time? Like stuff like that. I don't know. I love making like relationships with the parents and stuff like that too. Um, I've even had a professor at school. Uh, he recognized me from the office. When I came in, he was like, oh my gosh, you worked on my son.

se I've been doing it for so [: 00:05:00

So, um, another thing is like training, like when a new assistant comes in, because then I also keep all my information like. Up to speed in my head. If that makes sense. So

Lacie Ellis: absolutely. Yeah. No, I loved the same thing that you do, like building the relationships, not just with the parents of the patients and the patients, but also with like the team.

I'm still really good friends with many of the people that I started working with in an ortho office. Um, you know, we get together all the time. I get, I even get random Christmas cards from parents of patients from. Yeah. And I haven't worked in office for a really long time. And so it's just, you really are building relationships.

other people. And so it's a [: 00:06:00

And then all of a sudden they, like, kind of bloom into the, like, the person I think they were like, always supposed to be, because they've got this confidence and they want to smile and they want to talk and they're not like scared anymore. And it really hit me. Um, when my son got scanned for his Invisalign.

I like sat there in bald and the ortho was like, dude, are you okay? And I was like, I'm okay, but this is the thing, like this is the smile he's going to have forever. You know, like you're the job you get to do is really impactful on somebody's life. And I think that's my favorite part of orthodontics is like, you really are changing somebody's life and it doesn't feel like it.

h these steps, but it's like [: 00:07:00

So, um, all right. So, uh, we like to get questions and comments from our listeners. We also, um, have our people in practice clients send us questions or comments about our topic. So let's listen to our first question.

Guest Question 2: Our clinical team is not very enthusiastic about helping with our marketing efforts, but they spend so much time with patients that we could really use their help.

Any advice as a team member about what would motivate you to help more with marketing efforts?

Pheebe Lafreniere: So, um, for me, I like when we make stuff a challenge or a competition. Um, I think having different challenges, like who can get the most five star reviews, um, in a week for like, A 10 gift card, or even like a 5, like coffee gift card or something, because I feel like it makes everyone want to do it more.

[: 00:08:00

I don't know. Then it gets the conversation going easier, I think. And it makes us want to do it more. Cause then it's like, Oh, I got more reviews than you kind of thing. Especially when you're like close with your other coworkers and it makes it more fun. I don't know. That's,

Lacie Ellis: that's what I think. No, I think that, I think that's great.

I also think, um, and maybe correct me if I'm wrong, but when I worked in the office, I felt like. Maybe things weren't explained to us about what's going on with marketing. Well, and so I was really hesitant to talk about things. Cause I'm like, I don't really know when this starts or when it ends or what the prize actually is, or I don't know.

I was uncomfortable with how [: 00:09:00

This is our goals. And then like, for me, when I'm working chair side, like I want to have something to talk to these kids and even, you know, adults about that's not like school and the weather and how's work. Like, let's talk about something that really benefits us. Like, you know, we like to reward our patients for, um, For being on time or thank you for wearing your shirt and like, just having the ability to like, spoil your patients a little bit because they're doing something that helps with marketing.

some tools that I can use to [: 00:10:00

Like, I don't know. And it gets them excited to do it too. So that's, that's, yeah, I love that. Do you feel like sometimes you don't like know all the details about what's going on with marketing so that maybe you're like, you are more hesitant or like, are you, maybe your team's like really good about telling you what's going on.

Pheebe Lafreniere: Not always, especially being like, Part time now and stuff, not being there all the time. I can definitely see that. And it feels a little funny, like begging for a five star review too. Like, I'm almost like, can you give us a five star review? And then they're like, why? I'm like, I don't know.

Lacie Ellis: It's a nice, it makes everybody feel good.

to be worked on. I guess. I [: 00:11:00

Um, we've had, we've had 1 where it's like, you wear a wristband, um, which says our ortho. Practice, whatever on it, um, you wear it for a week and then you come back in and we take it off you and then you're put into a drawing for like a prize. I think that's a fun one because when I tell them, oh, it's a price to win 100, they're like nine years old and their face is like, yes, like I'm doing that.

So then I'm like, Cool. Like then they're

Lacie Ellis: happy. I'm happy. You know? Yeah. I've seen that one and they like it because it looks like a concert wristband. So it's like, I went and did something cool. Like ask me about this cool thing I did, but they're really just walking around with the office advertisement right on their arm for like a week.

and be like, can we use this [: 00:12:00

There's like this discomfort with the social media piece of marketing with team members. Sometimes do you experience that in the practice you're in, or is it just everybody's fine with

Pheebe Lafreniere: it? You know? It definitely depends on the assistants because some are definitely more shy towards it. They're like, no, I don't want to, um, but, uh, funnily, funnily enough, uh, we, I got, um, my.

Like all my assistant stuff to start making Tik Toks. Cause I have like ortho Tik Toks that would come up on my, like, for you page all the time and they were so funny. So, um, I would be setting them to like my assistants and we'd be like, let's do this one next week. So then I finally have gotten more people to make the Tik Toks and stuff like that.

or the camera and stuff like [: 00:13:00

Lacie Ellis: and, and I'm like, you know, if you don't want to be the one on camera, like that's totally fine.

Then help us find great moments in the practice that we can capture, you know, like be the advocate for the patients being front and center or something. If you don't personally want to be the one on camera, but I love, I do think it takes, um, one of the youngins like you who are excited about social media and understand how it works.

Cause I think that's part of the other fear with. Certain generations with social is just like, they think it's going to blow up and they're all of a sudden going to be like TikTok famous. And it's really actually hard to be TikTok famous. So, um, like calm, calm down. You're not that you're not going to be that famous overnight.

So, um, yeah, anyway, so let's listen to our next question. So

hat do you think is the most [: 00:14:00

Thank you.

Pheebe Lafreniere: So, um, at my office, we have this problem daily. This is something that All the time. I feel like it's like, why'd you schedule them for this long? You didn't schedule them or you scheduled them outside of the little like template thing. Like, I feel like we have that all the time. Um, but something that I think can help is cross training.

Um, I've had times where the front desk needs to step away for something and they've asked me to, um, check people in and set up appointments, stuff like that. Um, And I think everyone thinks that they have the hardest job, so, like, the front thinks it's the hardest, like, stuff like that. So, I think if we, um, get a little bit of experience in each other's field, we can understand the struggles of each other and give each other a little bit more, like, cushion, if that's the right word.

rk and stuff like that could [: 00:15:00

Lacie Ellis: understand if that makes sense.

It does because that's exactly what I always tell practices that are like, oh, we just have this divide between the front and the back or like, everybody thinks that the TC just is a princess sitting up in her office, like not doing much, like, or the front office is trying to ruin my life with the scheduling.

And then you sit up there and you realize, Oh my gosh, these parents are crazy about their kids schedules. And like, I get it as a parent. I'm also like, I'm, I'm trying to keep a lot of balls up in the air all the time. So just deal with me with scheduling this. Can we just come in 10 minutes later than when you want us to come?

. So, you know, like you can [: 00:16:00

So I've worked in the back and I've been like. You're going to, you're going to put an emergency in where, like, you're going to put a broken bracket in, excuse me, where, so I don't get lunch today. That's what you're telling me. I don't get lunch. So I think that when you do work in those positions and maybe you don't want to train somebody to be a back office assistant as far as cross training, but so have them do the sterilization and watch how the back office flows and work.

Um, and everybody should sit in the TC room and sit in a console and just observe it because I don't think that people do that enough in the team to understand the stress and the pressure that a TC has because they are trying to keep your practice alive. Right? Like, that's the thing. They are trying to get those starts and those conversions.

ful job. Like, you know, you [: 00:17:00

It's very technical. What you do really could, could be stressful. Change the way somebody's outcome of their treatment is. And TCs are just trying to keep the practice alive and keep people, you know, happy and coming in and converting. So, um, I think you're a hundred percent right. Cross training is like my number one thing.

ey were like, we just have a [: 00:18:00

Now, is that realistic? Probably not. But like, um, but we tried, we tried really hard not to have anybody talking behind somebody's back, especially at the practice. Like, if you want to go home and call your bestie from work and like. Then about somebody, I guess that's, um, up to you, but when you're doing it in the office and the patients could potentially hear you and that person could potentially hear you, like, it's just not worth the drama.

I just can't. I can't handle it. So it feels like high school all over again. Sometimes it does. I think just having those. Exactly. So having those upfront conversations, when you hire somebody that like, we just, we just don't allow that here. Like, it's just not part of our culture. I think is it's healthy to at least try to try to try to go down that road.

So what to you is the most challenging aspect of working in an office?

I feel like it's. Really bad [: 00:19:00

Like it gets to a point where like, even if you're like, you're going to have permanent circles on your teeth. If you don't brush above the brackets, like it doesn't matter. It gets to a point where they're like, we don't care. Like we're not going to brush our teeth. So honestly, That is the biggest in my opinion.

Um, and their sensitivity goes up a lot and I try to explain that to they're like, it hurts so bad. I'm like, you got to brush your gums. Like, I promise you, they wouldn't be this swollen. It wouldn't hurt putting this color tie on if they were like, not so giant and puffy and bloody. I like try to explain it to them.

But there's like I said, there's only so

, the people and you knew [: 00:20:00

Well, or they come in and. Like just eight Cheetos. I'm like, why, why, why, or Oreos? I'm like, why, but why right before your appointment, would you eat something that was like caked in your brat? It's just, yeah, those were hard times in a practice for me. Um, I also have worked in practices where we really struggled with doctor time.

And that was like really frustrating as a team member, because you like, we worked columns in that practice and you're trying to stay on track with your columns so you can. Make all your patients happy and that see everybody on time, but if the doctor's in the TC room for 20 minutes Like and you've got a full clinic.

ke making sure the doctor is [: 00:21:00

Pheebe Lafreniere: Yeah Um, yeah, we have like a patient flow assistant. So she's like the lead and she's still working in a chair and stuff.

Sometimes if we'll have an extra assistant, um, she'll be the one that's not in the chair and she basically just tells the doctor where he needs to go. Um, we all also will have like our, um, it's called patient flow. It's just our. Flow of patients, uh, like, we try to keep it up on our screen so we can see who's next, who he needs to go to and see if this patient's been in their chair for way longer than they need to.

e like, all right, so I like [: 00:22:00

So, um, I think that works really well. That's something that my office does. That's that I really like, um, The only thing is there's only there's not really much you can do if he's chatty in the TC room, like knock on the door and be like, Hey, we need you out here. Like, there's not really much you can do.

So I want to get out there and be like, all right, we got so many people here. Like, we need you in the back

Lacie Ellis: cause like stuff like that. But yeah, I know as a TC, cause I've been in that room that like, you know, when the doctor is like, uh, you're not helping me, like, Close this case and, like, get them converted to a patient because you're, like, over, like, you've lost them and doctors get so excited to share all this knowledge that they have.

e, a color. Sticky note. Um, [: 00:23:00

And so I would like pull it out, put it on the desk and kind of make it obvious for the doctor to see. And he's like, Oh, all right. Well, any other questions? Yeah. You're fanning yourself.

Chop, chop. Um, Because as a TC, like, I know in the clinic, you're, You want to clear the clinic so you can get the next round of patients back and stay on time and efficient. But it's stressful as a TC because you're like, stop, like you've sold, they understand the treatment. Stop talking like we've got this.

And the doctor needs to be able to be like, I'm going to leave you with my expert and exit the room. And so it's good to have some cues in there as well. But I do think having somebody coordinate the dot where the doctor should be is super helpful. And so that, um, patient flow, is that part of your orthodontic software?

Yeah. [: 00:24:00

Pheebe Lafreniere: We use, uh, it's called ortho track is what it is. Okay. I really like it. I've just gotten really used to it too, but I, I really like it.

Lacie Ellis: I assume most softwares, Dolphin and cloud nine and all of these probably have some type of patient flow. Um, but I know some offices use the headsets and like they have a headset on in direct people places to me.

I have enough voices in my head. You know, I don't need an extra one. So, um, I think that wouldn't work well

for me,

Lacie Ellis: but

yeah, no. And I feel like you'd want to be more present too, which I mean, if that works for your office. Great. But like I said, I, I feel like it's better to be more present and not have like a little.

Yeah, I

time. Like we have five red [: 00:25:00

So I think just seeing your patient flow and having somebody coordinate where the doctor goes, um, is super helpful. Um, so in line with my experience, struggling with, um, You know, doctor management, um, how do you guys, I know you talked about the, you know, Do you work in columns? I guess that would be my question.

How do you stay on schedule in your column? And where do you guys put emergencies? Like walk me through a little bit of the workflow.

Pheebe Lafreniere: Um, so we don't do columns usually. Um, sometimes I will try to persuade or convince the other assistants to do like for the afternoon, like, Oh, let's try to do columns. And then if it doesn't work, obviously then we all just grab whoever we can.

iously then we struggle with [: 00:26:00

It helps with everyone working on everything, if that makes sense. Um, so for emergencies, usually, uh, in the morning we have one assistant every week, so, um, let's say if it's my week, I open for the week, so I come in a little bit earlier than everyone else. And I look through the schedule. I write down all the emergencies for the day.

So whatever we already have scheduled. Um, and then when we're doing morning huddle. Um, I will go through and say the emergencies. Like we say the patient's name, what the emergency is, why that could have happened, like how far they are in their treatment, like whatever information that you need, basically for that.

e a pokey wire, we try to be [: 00:27:00

And then obviously other stuff gets added on throughout the day. They kind of throw those in, like, the side column. And if we're not super busy, then I believe they add more. I'm not too sure the front desks, um, like, what exactly they do for that. But I just know they just show up and I clip their wire.

Lacie Ellis: So, and do you see, do you see your ops appointments in the back?

Do the assistant see them or does the TCC them in the exam room?

Pheebe Lafreniere: Usually if the TC doesn't have someone, we will, we will pull them back, take their x ray. And then if the doctor's like, yeah, let's start them or has all the information, like if they're ready to start. And we fill out a little ready for treatment slip and we go give it to the TC.

then usually we can have the [: 00:28:00

Then, um, we will usually just, you know, set up another appointment and let them go. Or if the TC is busy, then I'll write down the parents phone number on the back. And I'm like, our treatment coordinator will contact you with any financial questions and stuff like that. And then I will schedule them and stuff like that.

So that's if the TC is busy, but usually if they're not, then they'll like schedule and stuff like that.

Lacie Ellis: Okay. Yeah, that's good to hear because, um, so we have something at people in practice called patient queue. It's a technology that can go on any website. Basically, usually, um, and it goes on the websites that we create as well.

ch is like super interesting [: 00:29:00

Cause then mom's not going to come in until all five of those teeth are out. And you might. Miss something potentially that could you could have fixed sooner, but they waited too long. So it is really important to see these patients, you know, about every 6 months, 6 to 8 in most offices. But they're using this technology for the virtual appointment to be like, hey.

Instead of taking off work and pulling your kid out of school, let's just have you take snap, some quick photos. Doctor's going to take a look at them and then they'll let you know, yes, we need to have you come in. It's time to like really visually maybe take a new x ray or something, or everything looks great.

We're going to check in and have you come in office in six months. So I think that's a super interesting way to use that because it's going to help free up some chair time and also take some weight off of your team, especially those ones where you know. This patient's not going to be ready for a hot minute, you know?

So like, [: 00:30:00

Pheebe Lafreniere: yeah, no, I totally get that. And then I feel bad, like, them sitting down and then I'm just like, looking at the x ray and I'm like, there's no, we're not gonna do anything for like another 2 years.

I can tell you that. Exactly. Looks good. And the doctor like, yeah. Kind of looks in their mouth and stuff like that. And so I, I love that. That's a great idea. Cause then you're right. Doesn't have the parents off to take work off. Kids don't have to miss school. Stuff like that for an appointment that does nothing, basically not nothing, but.

Lacie Ellis: You know, yeah, that, that feels, yeah, I just, wherever I can help a mama save some time or a dad save some time in their schedule. Like I'm all in for that. So what is the number one thing that you feel like your office just really has nailed down and does really well?

eat relationships with those [: 00:31:00

Um, I feel like everyone knows everyone from somewhere genuinely. I think it's so rare that we have a patient that none of us have. Like, I had some other kind of connection with, even though we see so many a day, I feel like constantly as patients are walking in, everyone's like, oh, my gosh, how's your mom?

How's whatever? The doctor has great connections also with the parent. Obviously, when he's chitchatting so much, but, um, I feel like you, like, everyone remembers a ton of stuff. I am just very impressed with that all the time. I, um, have also tried to be better about that. Like, remembering stuff, especially when you go 6 weeks between seeing each patient.

g that we'll do sometimes is [: 00:32:00

So it would be like, um, like. Moved back from wherever like they'll just have little things in there that we can kind of see and then we're like, oh, yeah You moved you moved here from like Spain or something crazy and we can like See it and then they think you remember sort of thing and then they're like, yeah And I think that's something that my office does great and I love seeing how everyone makes different like relationships and stuff or it's also it also helps being in a smaller town because You I live in definitely a smaller town.

So everyone knows each other a little bit easier. I can see how that'd be harder in like a big city and stuff like that. Um, when I first got trained, I don't think it was as everyone was as close as they are here. Um, like I said, cause it's just a smaller town and people know each other a little bit better, but, um, that's something that I think my office does really well.

great too. I think that they [: 00:33:00

Lacie Ellis: that I was going to say the same thing. I was reflecting on, like, the last practice I worked in, like, what did we do really well?

And I think it was customer service and I think when your office can really nail that and it's not, I can tell just by the way you're talking. This isn't out of like, This is something that we check a box and we are supposed to remember these. And it's because you truly care about your patients. And when, like when a practice can really come from that level of like, we care about our patients and we, we're just trying to like make everybody happy and comfortable.

And like, you're going to have those people that you, you're never going to make them happy. Like just accept it. That's just who they are in life. But, um, I mean, I think there were some patients that if I dare say they were even maybe excited to come and see us because like it's a place where they felt safe and comfortable and good.

And, um, I think I [: 00:34:00

orthodontics, but I just didn't know. So I took him to three offices. Also, I'm a marketing geek. So I wanted to see how these offices all function differently. Um, so we went to three offices. One met with a doctor in TC. It was fine. They were very nice. Whatever treatment plan left. We go to the next office.

It was just the doctor we met with. He didn't have a TC. He made a couple weird comments to my son that he, my son was like, Oh, okay. That's whatever, you know, but the office was like beautiful. Um, they had like a ice cream sandwich bin when you walked out that you could grab like an ice cream on the way out.

ll and whistle. They had the [: 00:35:00

He wasn't a super hard case. He didn't wear his retainer. So he's ready for round two of treatment. Now, um, but so I just let him decide. Cause I was like, this is all very comparable to me. And I felt like every one of those doctors would do a good job. So I let him pick and he was like, oh, I would like, um, I would like this to go to this office and I was like, But why, you know, cause then I was curious and, um, he was like, because I just felt safe there.

And I thought that was such an interesting thing for a 13 year old boy to say. But I think making your patients feel safe and really welcome. Um, like when you nailed that and really care about your patients, like. There's no better customer service out there. So

r assistants are, well, like [: 00:36:00

I feel like we tease a lot of our patients, but obviously if you can tell that they like, think it's funny or stuff like that, I'll a lot of times be like, so what are we doing after this? I'll tell them that I'll be like, so what are we, what are, what's our plan after this? And a lot of times they'll be like, Oh, I'm going to this.

And I'm like, Oh my gosh, that's perfect. I needed stuff there. Like The other assistants are like, Oh, sweet. I needed stuff from target too. Like, I don't know. And then they like are laughing and they love coming and stuff. So I, I love that too. I think making them feel safe is a very big part of it. I agree.

and to elevate the voices of [: 00:37:00

We would love to hear from you about topic or guest recommendations, as well as your questions or comments about things that you are dealing with in your practice. Send us your anonymous, or you don't have to remain anonymous questions and stories to practice talk. com. Please subscribe and share this episode with your friends and family that might find these conversations helpful and or interesting.

And don't forget to listen to our original podcast called the golden age of orthodontics hosted by the founders of people in practice, Dr. Leon Klumpner and Amy Epstein. Until next time. Thank you for joining us on practice talk, where your voice is heard.

Narrator: for listening to the practice talk podcast. Head over to practice talk. com to ask us questions or tell us your stories until next time.