On this episode of Practice Talk, orthodontic assistant Jamie Kent unveils her office's secrets to successful virtual exams. She'll guide you through the entire process, from that first email to scheduling the first in-office visit. Jamie knows a friendly and qualified team member is vital to answering questions with a smile (even virtually). This ensures a warm welcome before patients ever set foot in the office. Jamie tackles common concerns like time commitment and the effectiveness of virtual exams. Tune in and discover how virtual exams can maximize time for your office.

IN THIS EPISODE: 

• [01:59] Jamie describes the workflow her office uses for virtual exams.
• [4:22] Jamie shares how their technology does not place a barrier between the office and the patient.
• [8:28] Jamie’s office does approximately 20 to 25 virtual exams per month.
• [9:02] A listener is concerned that the virtual exam will take longer than having the patient come to the office.
• [13:24] A listener finds that the virtual exam patient is not as committed to follow through than an in-person patient. Jamie shares her feedback. 
• [17:27] It’s essential to have a person with a vibrant personality answering prospective patients through email.
• [19:04] Jamie describes what the patient's first in-office visit is like.

KEY TAKEAWAYS: 

• Jamie’s connecting system with patients avoids having the patient go through complicated sign-ins and still follows HIPAA guidelines.
• When you have a virtual exam program, always ensure a quick response to potential patients. Don’t put them on the back burner or promote the attitude that the practice is not responsive within a timely manner.
• A good indicator of whether a patient is interested in having work done is if they send in photos and their insurance card. 

RESOURCE LINKS

People + Practice  - Website

Practice Talk Podcast - Free Downloads

BIOGRAPHY: 

Jamie Kent has been an orthodontic assistant since May 2013, when she graduated with a certificate in dental assisting from CCRI. Going into the program, she always knew she wanted to work in an orthodontic office because she enjoyed having her braces so much! She loved all of the assistants who worked on her, which planted the desire for her to give that same experience to others. She currently works as an orthodontic assistant and virtual treatment coordinator part-time, and she is a full-time mom of 2 kids and a very large Newfoundland. In her free time, she enjoys curling at Ocean State Curling Club in Rhode Island, spending time with her husband and kids, and reading whenever possible.

QUOTES: 

“What I'm really proud of with the technology we have in place is that we can text or email two-way communications that are HIPAA compliant without the patient having to take that extra step that puts a barrier in place for them to jump into the conversation.” Jamie Kent

“If your office is considering implementing a virtual exam platform, you’ve got to be careful about not putting it on your team that it is done “in your spare time activity.” It's like a new patient walking in the door. You want them to see the best side of your practice. So answer them during your 8 to 5 schedule, because that's when people think you're going to respond.” Jamie Kent