Who in my office should handle questions about a large dental case?
One person, and everyone else routes to them. After any case presentation you brief the whole team, either right then or at your weekly meeting, so they know who this patient is and exactly where the case stands. Then the rule is simple. If that patient calls, they go straight to the financial coordinator. Nobody else should be answering money or treatment questions on a case they only half understand, because one fumbled answer from the front desk can unravel weeks of trust. There’s an upside too. When the assistant can say, Hey Peggy, I know you came in last week, we’re excited to see you back, the patient feels like the whole practice is in their corner. That’s not a script. That’s a team that actually knew the case was coming.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.