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Patient Prism's Dental Expert Blog

Get valuable viewpoints from dental professionals
to help illuminate the way forward

AJ Acierno is a practicing dentist and co-founder and CEO of DecisionOne Dental Partners, a DSO with more than 25 practices in the Chicago area. DecisionOne began pilot use of Patient Prism’s digital platform in 2018 and quickly expanded the service to their other practices. 

 

“Unbelievable” Technology & Coaching

Patient Prism’s technology includes call tracking, efficient call coaching and continuing education for dental receptions, fast alerts so you can call back and re-engage lost opportunities, and an amazing array of instant analytics for any period of days, weeks, or months. It is ahead of any other call tracking system I know. It is really unbelievable. 

Here's the big difference. When you hire a consultant, the consultant comes in with expertise and great communication skills to spend a day or two with your team. But then the consultant leaves. Patient Prism’s digital platform provides continuous feedback and coaching on new patient calls coming into your office right now.

 

On Demand Learning

Our team members just click on a video at their workstation or from home and they're learning the best way to handle the many aspects of incoming calls and the best words to say to address myriad situations such as:

  • How to handle inquiries indicating interest in different services, for example, emergency care, maintenance care, second opinions on treatment, getting set up with a new local dentist, dental crowns, implants, Invisalign, and so on. 
  • How to respond to callers’ concerns, for example, dental anxiety, affordability of your fees, and time constraints.
  • How communicate best to various personalities, for example, reserved introverts, expressive extraverts, and demanding drivers.  
  • Understanding the unasked questions most patients have and ways to sneak the answers into your conversation to assure callers that your dental practice is a good match for them.
  • How and when to answer questions prospective new patients ask about insurance and fees.

As a CEO of a large dental organization, I find this phenomenal. Taking employees away from the desks for entire days at a time for training means closing the office down. Training those who answer our phones to the high level that Patient Prism does and doing it so easily has alleviated that burden and we are reaping the benefits of significantly increased new patient engagement and booked appointments. 

 

Confidence to Do Call Backs Is Driving New Profitability

Patient Prism provides call information and “how to tips” each time it alerts our teams to missed, high-value patient opportunities. Employees have developed their skill in calling back missed or failed calls and engaging in conversations with confidence. We have significantly increased revenue from re-engaging missed opportunities and booking those callers for appointments that lead to extensive, higher-value treatment. With greater confidence, we see increased job satisfaction that will positively impact employee retention.

 

More Resources

Patient Prism comes with Patient Prism Academy, which is an extensive library of over 900 videos featuring many of our industry’s experts and national speakers. There are series of videos, in the Academy, that are of value to dental practice owners, DSO entrepreneurs, specific dental team roles such as the dentist, hygienist, dental assistant, office managers, insurance administrators, and so on, not just the front desk receptionists.  All videos are designed to provide information, insights, and tips to improve job skills, try new approaches, and answer common challenges each member of a dental team may face.

For more information about Patient Prism and to see a demonstration of its capabilities, click here.

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