Proceed to Book Patient Appointment
Reception asks if New or Previous Patient
Previous Patient
Reception Finds Existing Patient Profile
Reception Asks reason for Appointment
Dental/Denture treatment
Dental Appointment
Has the treatment previously been discussed?
Book Treatment According to Contact/Treatment Plan
Quote/Additional Information
Consultation
Is this in regards to something previously discussed?
Book with Hygiene 3 units for consultation
Book 2-3 units with Dr Dan
Book patient with respective provider. Indicate in appointment line previous discussion
Moderate Pain and/or Longtime Issue
Severe Pain within 72 Hours
Book ASAP with DDS
*2/3 Units Minimum
Dental Cleaning
Hygiene/Recare
Reception Checks if Patient due for Hygiene/Recall
Patient is not Due
Book after recare Due Date
Patient is due for Hygiene Only
Book Next Available Appointment for 5 units
Patient is Due for Hygiene+Recare
Book next Available Appointment for 6 units
New Patient
Reception Create Patient Profile with:
- Patient Name
- Date of Birth
- Phone Number
- Email Address
Reception Asks about Priority for Dental Care
Consultation/Second Opinion
Reception Asks:
Chief Concern
How long since incident
Pain Level/Severity
Approximate Location in mouth (UR/UL/UF/LL/LR/LF)
Is Patient Interested in Orthodontics?
Book with Hygiene for 3 units for consultation
Is Patient Interested in Implants?
How Many Implants?
Full Mouth/Complex Case/Unsure
Book with 3 units with Irhan When Dr Dan is here
Individual Teeth
Book 2-3 units with Dr Dan
Pain/Spec/Emergency
Reception Asks:
Chief Concern
How long since incident
Pain Level/Severity
Approximate Location in mouth (UR/UL/UF/LL/LR/LF)
Moderate Pain and/or longtime issue
Book with DDs or Hygiene
*Try to book with time for treatment
Severe Pain within 72 hours
Book ASAP with DDS
*2/3 Units minimum
Looking for New Office
Reception asks if Patient wants exam only, or exam and cleaning
With Cleaning
Add 5 Units with Hygiene
Add 4 Units with Hygiene
Exam Only
Adult
4 Units with Dentist (or Hygiene if space)
Child
3 Units with Dentist (Or hygiene if space)
Hand Patient Forms for Completion
Once Patient Completes forms, check if done correctly
Return medical history for patient to bring into operatory
Have patient take a seat in the waiting room.
DO NOT tell patient provider knows they are here (I'll let them know you're here)
Hygiene/Assistant/Dentist
Introduce themselves to the patient, welcome the patient to the office
Bring the patient into the room
Mark the patient as seated
Confirm Medical History with patients + any dental concerns
What Type of Appointment?
New Patient Consult
New Patient Spec
Perform spec exam and chart conditions
Take radiographs or review previous if any received , complete charting
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Complete any work if possible
New Patient Exam
Perform complete exam and chart conditions
Take radiographs or review previous if any received , complete charting
Perform perio exam and diagnose perio
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Hygiene to be done?
Perform scaling/polishing
Create recare schedule based on perio diagnosis
Book patient for scaling according to recare schedule
Reception confirms date, time, and provider. Inform patient that they will receive automated reminders if they are signed up, and will otherwise receive a 1-week courtesy call
Reception sends a personalized New patient email right after booking the appointment. Email Contains:
- Personalized Welcome
- Clinic Location, Hours, and Services
- Staff Biographies
- New Patient Form and Release of Records (Curve)
- Link to Medical History Form (Through Website)
1 Week Before Appointment
Reception will call the patient for 1 week courtesy call. This call is to confirm:
-New patient forms completed
-Any relevant medical conditions
-Any additional patient info (address, insurance)
-Date and time of the appointment
-Scheduled provider
Patient Comes to Front Desk for Check In
Reception:
-Welcomes the patient to the office. (Direct them where bathrooms, kids area are, ask if they are from the area/how they found the clinic)
- Reception takes photo of patient for profile
Reception Explains Consult Appointment Expectations. (Free consultation including diagnostic xrays, provision of treatment plan) Appointment Time, Date, and Provider are Confirmed with the Patient. Inform patient that they will receive automated reminders if they are signed up, and will otherwise receive a 1-week courtesy call
Update Assignment
Does patient want to go on assignment?
Reception Provides AoB form for completion
Confirm billing is correct and mark patient billed
Walk patient to front, tell front desk about any DDs appointments to book or referrals to send
Medical History Signed?
Bring to DDS office for signature
Bring to Front Desk for Scanning
Update Reminder Preferences
Reception to ask about short notice list + automatic reminders
Add Short Notice Flag/Update Automatic Reminder Settings
Confirm billing is correct and mark patient billed
Walk patient to front, tell front desk about any DDs appointments to book or referrals to send
Reception Marks Patient as Arrived
Provider
Bring Patient into Room
Mark Patient as Seated
Confirm medial history with patient + any dental concerns
Dental Treatment
Obtain any required consent
Perform treatment as planned
Consult
Perform spec exam and chart conditions
Take radiographs or review previous if any received , complete charting
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Spec
Perform spec exam and chart conditions
Take radiographs or review previous if any received , complete charting
Diagnose dental work needed and create treatment plan with appointments
Discuss any recommended treatment/referrals
Complete any work if possible
Scaling/Recare
Perform recare exam and chart conditions
Take radiographs or review previous if any received , complete charting
Perform perio exam and diagnose perio if needed
Perform scaling/polishing
Create recare schedule based on perio diagnosis
Discuss any recommended treatment/referrals
Book Appointment Accordingly
Reception asks if Patient has had cleaning/exam within past year
Were X-rays Taken?
Ask patient to sign records release request
Reception explains spec appointment expectations (Xrays, exam, and diagnosis guaranteed. We do our best to treat the issue given the time available, but cannot guarantee same-day treatment)
Reception confirms date, time, and provider. Inform patient that they will receive automated reminders if they are signed up, and will otherwise receive a 1-week courtesy call
Patient Arrives at Front Desk
Reception to:
- Check how the visit went. Address any complaints. - Remove from review list if necessary
- Summarize appointment and next steps with patient, including referrals, next visits, and follow ups
- Book any next visits as specified by provider or requested by patient
- Mark patient as checked out
- Make any adjustments to billing (provider of service, seniors/friends and family discount)
- Send EDI to insurance
- Collect payment from patient
- Give patient receipt and confirmation of upcoming appointments.
Patient Leaves the Office
Reception To:
- Send any referrals requested by provider
- Mark pre determinations to be sent
- Create notes about any specific requests (ie insurance or billing follow up)
- Scan forms to patient file, including signed Med Hx
- Update Medical and Clinical Flags, and Flag Patient as Curve Updated
Day of Appointment
Patient comes to front desk for Check-In
Does the patient have a profile photo?
Reception to take Profile Photo
Appointment Time, Date, and Provider are Confirmed with the Patient. Patient is told to expect a welcome email from us with more information about the clinic
Reception explains spec appointment expectations (Xrays, exam, and diagnosis guaranteed. We do our best to treat the issue given the time available, but cannot guarantee same-day treatment) Appointment Time, Date, and Provider are Confirmed with the Patient. Patient is told to expect a welcome email from us with more information about the clinic
After Booking
Is Patient Signed up for Automated Remainders?
1 Week: Courtesy Call
Day of booking: Save the Date
2 weeks: Email/Text Reminder
1 week: Courtesy Call
Day Before: Email/ext Reminder
Reception Explains Consult Appointment Expectations. (Free consultation including diagnostic xrays, provision of treatment plan) Appointment Time, Date, and Provider are Confirmed with the Patient. Patient is told to expect a welcome email from us with more information about the clinic
Check Profile Up to Date
Address/Insurance Changes?
Scan copy of card. Update profile information
Check if Profile Up to Date
Forms/Insurance Info
Does the Patient Have Insurance?
Reception Scans a copy of the insurance card
Does the Patient Want to be on Assignment?
Provide Assignment Consent for Completion
Check if New Patient Forms Complete
Is there a Medical History in the email?
Provide Medical History for Completion
Print Medical History from Email
Do they Have an Address?
No
Provide Intake Form for Completion
Yes
Patient Intake has Been Completed
Patient Experience Flow
Patient Contacts the Office for an Appointment
Request Via all other contact methods (phone, email, text, Website chat, Walk-In
Simple Request
Contact Patient through preferred contact method
Complex Request
Request Via Website Form or Google Message
