Welcome to the Hey Docs! Podcast with your host, Jill Allen.

Today, I am excited to have the founder of Straight Up Sales, Brooke Oliphant joining me on the show. In this episode, we'll discuss challenges in training, share key advice for hiring and smoothly integrating a new TC and explore common barriers to converting patient exams into starts. I promise it’s an episode you won’t want to miss.

Let’s get into it!

Summary

In this conversation, Brooke Oliphant, the owner and founder of Straight Up Sales Orthodontic Coaching, discusses the challenges and strategies in treatment coordination. She emphasizes the importance of sales in treatment coordination and the need for training new treatment coordinators effectively. Brooke also highlights the obstacles to patient conversion and provides advice on overcoming them. She discusses the changing demographics in orthodontic practices and the need to adapt to emerging trends. Overall, the conversation focuses on improving the patient experience and increasing treatment acceptance through effective treatment coordination. In this conversation, Brooke and Jill discuss the importance of supporting treatment coordinators and the challenges they face. They emphasize the need for cross-training and lean teams to ensure continuity and efficiency. They also highlight the value of walking in someone else's shoes to gain a better understanding of different roles and responsibilities. The conversation emphasizes the importance of building respect and eliminating hierarchy within the dental practice. They stress that every position in the practice affects the patient experience and that consistency is key. Finally, they discuss the benefits of working with established practices and share strategies for improving conversion and patient satisfaction.

Takeaways

• Sales play a crucial role in treatment coordination and should be embraced as an essential skill.
• Training new treatment coordinators should focus on empowering them to tap into their unique strengths and personalities.
• Overcoming obstacles to patient conversion requires addressing their primary concerns and providing personalized treatment options.
• Adapting to changing demographics and emerging trends is essential for success in treatment coordination. Supporting treatment coordinators is crucial for delivering a wow experience to new patients.
• Cross-training and lean teams can provide peace of mind and ensure continuity in case of absences or vacations.
• Walking in someone else's shoes helps build respect and understanding among team members.
• Eliminating hierarchy and recognizing the importance of every position in the practice can improve the patient experience.
• Consistency in the patient experience is essential for building trust and earning referrals.
• Working with established practices can provide opportunities for career growth and reignite passion.
• Improving conversion rates and patient satisfaction requires continuous improvement and finding ways to better your best.

https://www.straightupsales.com/
https://www.linkedin.com/in/brooke-oliphant/ https://www.facebook.com/orthodonticsalescoaching/ https://www.instagram.com/orthodonticsalescoaching/

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Chapters

00:00
Introduction and Background
01:19
Challenges in Treatment Coordination
03:09
The Importance of Sales in Treatment Coordination
05:22
Training Challenges for New Treatment Coordinators
08:25
Obstacles to Patient Conversion
11:45
Training New Treatment Coordinators
14:19
Encouraging Small Wins and Embracing Imperfection
18:19
Overcoming Obstacles in Treatment Coordination
24:19
Addressing Newer Obstacles in Treatment Coordination
27:47
Understanding Changing Demographics
32:57
Adapting to Emerging Trends
38:07
Supporting Treatment Coordinators
39:34
Cross-Training and Lean Teams
40:04
Walking in Someone Else's Shoes
41:26
Building Respect and Eliminating Hierarchy
41:53
Every Position Affects the Patient Experience
42:13
Consistency in Patient Experience
43:18
Working with Established Practices
44:12
Improving Conversion and Patient Satisfaction
45:02
Speed Round

Are you ready to start a practice of your own? Do you need a fresh set of eyes or some advice in your existing practice? Reach out to me- www.practiceresults.com.

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New episodes drop every Thursday!

Episode Credits:
Hosted by Jill Allen
Produced by Jordann Killion
Audio Engineering by Johnny Mitchell