Transitioning a patient from the clinical team to the administrative team is a key moment in dental practice operations. It’s the bridge between clinical care and patient management, ensuring continuity, accuracy, a positive patient experience, a full schedule, and a healthy collections process. When it comes to dental revenue cycle management - consider this the first layer, and every bit as important as all of the others.
A well-structured handoff process involves clear communication and documentation, minimizing the chance of errors and enhancing the patient experience. Here’s how to achieve it in 3 easy steps:
Step 1: End-of-Appointment Confirmation in the Back Office
Before the Patient Leaves the Chair:
- confirm treatment:
- the clinical team member should confirm with the doctor what was done during the appointment
- update the ledger:
- immediately post the treatment to the patient’s ledger to ensure accuracy.
- discuss next steps:
- the doctor should clearly state the next steps in the treatment plan.
- schedule the next appointment:
- if this is not possible, be prepared to give the administrative team all of the information they need to do so.
Completion of these steps ensures:
- accurate and timely updates to the patient’s records
- clear expectations and understanding for the patient about their treatment
- an opportunity to address any changes in the treatment plan in real-time
- future appointments get scheduled and don’t fall through the cracks
Step 2: Seamless Transition to the Admin Team
At the Front Desk:
- the clinical team member should use a route slip with notes if possible, and: some text
- state what treatment was completed today, being mindful of HIPAA
- state the next procedure needed, again being mindful of HPAA
- state the recommended timeframe for the next visit
- state appointment length
- confirm if the next routine hygiene appointment is scheduled
Completion of these steps ensures:
- the admin team has all necessary information to proceed efficiently
- prevention of delays in scheduling the next appointment
- a professional and cohesive approach to patient care
Step 3: Admin Team Completes Check Out
Before the Patients Leaves The Office:
- review the treatment plan: ensure understanding, and address any changes or updates, with HIPAA in mind
- schedule the next appointment:
- confirm the urgency and duration with the patient to ensure they understand what to expect, and schedule accordingly
- schedule the next routine hygiene appointment if needed
- collect any balance due for that day
- create the insurance claim while current rendered treatment is fresh in your mind
Completion of these steps ensures:
- reinforcement of the importance of continuity in care
- ensuring the patient leaves with a clear understanding of their next steps
- maintaining a full and productive schedule
- patient collections are up to date
- accurate claims are created in a timely manner
Expert tip: Regularly practice these handoffs within your team to ensure everyone is comfortable and clear on their roles, and use scripts to guide conversations and support consistency and habit.
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