While the dentist often owns the business during the day they are just an employee with specific job descriptions. If you want your front office staff to be able to collect money from patients then you as the dentist can NOT enter into negotiations over fees or payment plans – NEVER!
If the patients know that the dentist will enter into a financial conversation with them, they will go to them when they are not getting the answers they want from the front office staff. If the dentist overrides the fees and arrangements made by the staff then your staff no longer has any real authority. The patients will simply go to you when they want to lower the price or change arrangements – you render your staff impotent.
Dentist should direct the patients to the front office staff in ALL matters related to money, fees and insurance. Simply tell the patient that you would just screw up their arrangements if you got involved and tell them the staff is much better at this then you are. Make the patient interface with the front office staff in ALL matters financial.
Show your staff respect and confidence – entrust them to do their jobs and you stick to doing great dentistry!
Dr. Corey Gold
Advanced Continuing Education Systems
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