Stubbs Dental Scheduling Department Training 

*Note, DO NOT start answering phone calls until these steps are completed and passed

Step 1: Onboarding Videos 

If you have not watched any of the following videos, please click HERE to view them before proceeding.

  • Orientation Video

  • Values, Impact Diagram, Vision Statement, 10 Year Goals Video

  • History of Stubbs Video

Step 2: Create Accounts

A. Open Dental

Email marketing@stubbsdental.com to get set up.

B. Slack

Download the "Slack" app on your phone and accept the invitation to the Stubbs Dental workspace. (Email marketing@stubbsdental.com if you have not yet received an invitation.)

C. Call Box

Check your Stubbs Dental email for your login information. Complete voice recognition ASAP once you have logged in.

D. Scheduling Institute

Enroll in 5 star certification, complete checklist within 90 days. (See 5 star certification video for more details.)

Step 3: Procedure Trainings 

A. Complete Scheduling Institute Training Videos

Role play phone calls with team if available - call SI role play line. Continue to call role play line in for daily practice until certified.

B. Read Every Procedure Webpage On The Stubbs Dental Website

Read as many times as needed until general information about each procedure is memorized.

Complete THESE quizzes to proceed.

Step 4: Additional Reading

A.

Read through this sheet covering contacts, pricing, insurance, Scheduling Institute's script & tips, messaging conduct/verbiage, scheduling rules, FAQs, and the appointment process/pre-op surgery instructions,

B.

Familiarize yourself with the current coupons here. These are updated every quarter on the first of the month, make sure to check back to keep track of current specials.

C.

Read through the scheduling training slideshow. Ask your immediate supervisor if you have any questions. Take time to observe others making appointments, accounts, notes, and transferring phone calls whenever possible.

D.

Understand proper verbiage to better understand how to overcome patient barriers. 

E.

For scheduling managers: A surgical checklist of how to get medical clearances.

F.

Learn to schedule around treatment plans and read the treatment plan boxes. ADDITIONAL TRAINING VIDEO HERE

Step 5: Open Dental

Begin to practice with Open Dental. With the help of experienced coworker try:

  • Creating new appointments
  • Capturing data for appointments/insurance/etc
  • Breaking appointments
  • Entering appointment notes and comlog notes
  • Updating family file data

Step 6: Follow Up Sheets & Callback Times  These documents have possible new patient contact information on them. The scheduling department follows up calls to try to schedule them.

Facebook:

The lead filled out a contact form to schedule a consultation. 

Data Captured:

A lead called our office, doesn't end up scheduling, and gives us permission to follow up with them in the future to ensure their dental needs are taken care of. Try to get them to schedule.

Unscheduled:

These are patients who at one point scheduled a new patient consultation, most likely A4 consult but either canceled and didn't reschedule, or no showed. We call to try to reschedule these consults.

Step 7: Answering Calls  Once you have listened through the calls below and read the call script, you may now start answering calls with another employee observing so they are available to help right away if needed.

Stubbs Dental team

Stubbs Dental

The dentists at Stubbs Dental are committed to providing comprehensive dental care for your entire family. We are also proud to be affiliated with the:

  • American Dental Association
  • Academy of LDS Dentists
  • Utah Dental Association

For more information about our services, contact us online or call (801) 305-4051 today.

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