Ep 17 - Elevating the New Patient Experience

Are you making the most of every new patient consultation in your orthodontic practice? Welcome to Practice Talk, the podcast where we dive into the people and processes that power successful orthodontic practices. Today, Lacie Ellis is joined by Linda Lindsay, a seasoned professional who redefines the role of the Treatment Coordinator as a Consultation Concierge. Linda shares how her personalized approach transforms the new patient experience—from the moment they walk in to how payment options are presented, even when a spouse isn’t present. Tune in as and explore the importance of gathering the correct information before the first visit, offering free consultations, and ensuring patients feel truly seen, heard, and supported throughout their orthodontic journey.

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KEY TAKEAWAYS: 

• In an orthodontic office, the role of a Consultation Concierge enhances the new patient experience by offering a warm, personalized welcome, complete with greeting boards and guided office tours that make new patients feel comfortable and valued from the start.

• Reviewing patient records in advance and customizing interactions based on body language and individual needs allows the Consultation Concierge to build meaningful connections and support confident treatment decisions, elevating the overall new patient experience in orthodontic care.

• A proactive follow-up approach, including flexible financial options like interest-free payments and discounts, helps orthodontic practice patients feel informed, supported, and ready to start treatment without delay. This is key to a successful new patient experience.

EPISODE TRANSCRIPT

What follows is an AI-generated transcript. The transcript may contain errors and is not a substitute for watching the video.

Practice Talk - Linda Lindsay Transcript

(00:00:00) Intro: Welcome to Practice. Talk a deep dive into the world of healthcare practices where we invite team members to share strategies to make your work life easier. Now, your host, Lacey Ellis,

(00:00:16) Lacie Ellis - Host: welcome to Practice Talk, brought to you by people and practice where we specialize in digital marketing, website development, SEO, and so much more. I am excited for today's discussion as we dive into the topic of elevating the new patient experience with my guest Linda. Linda has been the heart of Hughes Orthodontics for 20 years, serving as the consultation concierge.

(00:00:38) She knew this office was special from day one when she showed up for her interview around Halloween, and she found everyone in costume, a longtime Alexandra resident of nearly 50 years. She's a proud mom of two daughters, a loving grandma to two as well. She loves to cook, play with her grandkids, and has a soft spot for all things Purple.

(00:00:59) Welcome Linda. (00:01:00) Thank you for being here. 

(00:01:03) Linda Lindsay: Thank you. 

(00:01:04) Lacie Ellis - Host: I'm excited. And I am 

(00:01:05) Linda Lindsay: wearing purple. 

(00:01:06) Lacie Ellis - Host: I noticed that, that, that makes sense. Um, so as a reminder to our listeners, don't worry about taking any notes today. We will put together a printable that you will be able to download for free from our website filled with the details of today's discussion.

(00:01:20) So Linda, I'm excited to dig into how you elevate the new patient experience in your practice. And my first question is this, most offices have a treatment coordinator, and in your office, your title is Consultation Concierge. So I can tell instantly that your practice takes a different approach to this role.

(00:01:38) And I'd love to hear more about this. 

(00:01:41) Linda Lindsay: Um, well, from the first time they come in, uh, till they leave, um, I'm with them. I greet them. I have their name on the welcome board. Um, you know, I greet the children first and call them by name. (00:02:00) Um, then I take them on a tour of the office, um, starting with, you know, showing them everything we have, uh, telling them this is where the magic happens in, uh, the clinic.

(00:02:12) Um, and then sharing with them, you know, we're, uh, involved in communities and sports and, uh, uh, coming around to the end of the con, you know, the tour with, um, showing them the doctors and their families. And then I do have one special feature that is a secret door. So I, um, in the tour in, um, so you saw where the magic happens.

(00:02:38) Do you wanna see where the magic begins? And then I open the wall and they're like, wow,

(00:02:45) Lacie Ellis - Host: I love that. That sounds So, 

(00:02:47) Linda Lindsay: and then going from there, I, you know, communicate with them. I find out what grade they're in, what sports they're into, how is their day, um, then talk to the family about (00:03:00) what are they looking for, how they hear about us. Um, and then I'm also the one that takes the records and, um.

(00:03:08) You know, walks them through that process, which would be, uh, taking a panoramic image, a cephalometric image, some photographs and a scan. Mm-hmm. Um, and then I will sit down with the doctor and the patients and listen to what the doctor has to talk to them about. And then I can finish the tour. I mean, finish the, um.

(00:03:31) Appointment with answering any of their questions. If finances are needed, get finances, get their appointments. Um, we do have a t-shirt that we give them and I tell 'em about our contest. And I love my job. I've been here 20 years and I love people and I've had several, um, special people that, um, have walked in nervous or scared and walked out giving me a hook.

(00:03:59) (00:04:00) So. 

(00:04:00) Lacie Ellis - Host: Well, I know you definitely, uh, nailed the new patient experience simply based on my, not just because I know you and think you're wonderful, but simply based on the fact that you guys get so many good reviews and often the name Linda shows up in those reviews. So, uh, great job in what you're doing. I can definitely tell.

(00:04:21) And you know, I think so many offices have the same. You know, kind of protocols. They greet the patient, they walk them through what to expect, they take 'em on the tour and they do all that. But it's really, um, the person that makes it special. Just like any office, you know, every office can have all the new technology and the iTeros and all the, all the bells and whistles, but if they don't have the right people in the right places, that's really the magic sauce, you know?

(00:04:45) Yeah. It really is. 

(00:04:46) Linda Lindsay: Yeah. It's important to connect with them from the minute you say hi. See how they're feeling. What can I do to make them comfortable? Do I need to go li a little slower? You know, um, you know, getting on (00:05:00) their level on what to do. Sometimes I even have some of the little ones sit on my lap while I'm downloading the pictures.

(00:05:06) So, um, I'm very comfortable. My bubble's not huge, and so. 

(00:05:14) Lacie Ellis - Host: That's wonderful. So what do you feel like is the most valuable information that your team can collect for you about that patient during the new patient phone call? Um, that really helps you during the exam? I know that really sets the tone for what you are doing.

(00:05:29) That's like the first touch they have with the office. But what information can that person gather for you that really helps you or changes the experience you can give? 

(00:05:38) Linda Lindsay: So when they actually get the call, um, you know, they ask them about, you know, what are they looking for, how they hear about us. But I also reiterate that to them when they first come in.

(00:05:51) Um, most of our calls are taken by, um, starter Lu, which is a company that, um, gets all the new patient calls. Okay. (00:06:00) But we do ask them to find out. Why are they calling, you know, um, what's going on? Um, how can we help them? How did they hear about us? Are there any concerns? Um, another thing which is real important is if they do have insurance, we try to like to get that first.

(00:06:19) Yeah. So that we can have everything ready. So by the time they're ready to move forward, we have all of our information. I don't have to say, oh now, hold on. I gotta go check their insurance. Um. So that's a really big part. Um, but I do, um, you know, try and look at the new patient paperwork, if they can get that to find out if there's any, um, specials that I need to address with the, the children.

(00:06:44) If I had a special needs person, you know, I understand that. And then I can, you know, work with that and help them through that instead of just like. Coming on strong and going, ah. And then they're like, whoa, hold on. So just 

(00:06:58) Lacie Ellis - Host: outta curiosity, does (00:07:00) um, did you say it was start Alu? Is that what 

(00:07:02) Linda Lindsay: Yes. Start Alu is who?

(00:07:04) Um, so when you call in, um, if you're a new patient, you press one and it goes straight to this company. That takes our new patient phone calls. Okay. Now, sometimes we have parents of patients who've been here before. Sure. So they just, you know, click on, talk to the receptionist and then. Of course we can also take their call, their phone call.

(00:07:24) So, 

(00:07:25) Lacie Ellis - Host: so I know when I, when I was treatment coordinating, um, you know, when a new patient phone slip came to me, there would be like extra notes about like, her to baby crying in the background. You know, maybe talk to mom if they have a baby, or, um, I really encouraged my team at the front desk to use the same verbiage on the form that the actual parent or patient was using so that I could talk to them.

(00:07:48) On that level. I always found that to be super helpful. Like if mom says, oh, this my kid has shark teeth and they're just coming in everywhere, then I can address it in that language, right? You know, saying instead of saying the teeth are (00:08:00) erupting out a pattern or something like that, I can be like, oh, I know you said that there's some shark teeth issues going on.

(00:08:05) Let's take a look at that and see what we can do to help. So, um, I do think it's about really listening to what people say, and I know you know this, um, and you're really good at it. And then. Watching that body language and really, you know, making sure if somebody looks uncomfortable, there's usually I didn't answer a question all the way or there's something more that I need to explain.

(00:08:26) Or oftentimes it's just a, you know, they're not understanding maybe what the treatment plan recommendations are and things like that, so. Right. Um, right. I find all of that to be super helpful. Any, anything I can get in the. Onboarding process and then used throughout that exam is always super helpful for me.

(00:08:44) Linda Lindsay: And that's why I do look over the new patient paperwork before they come, if they have it. Um, I do have a forum that I, um, you know, look at the patient right before, so I know if they have insurance. I know, um, do they have a sibling here? How were they (00:09:00) referred to us? Um, so I already have a lot of information.

(00:09:04) Um. Um, is there any medical things that I need to know about or do? Is there anything I need to address with the doctor first? So when I do leave the patient to go get the doctor, I sit with the doctor and say, Hey, this person's new. They've never had anyone here before. Or, Hey, they have a sibling who's already in treatment, or, you know, it.

(00:09:27) You know, just giving him as much information or, hey, they're in the fourth grade and they're at St. Mary's and they play soccer so that he can come in and he's not repeating the questions that I've already asked. 

(00:09:39) Lacie Ellis - Host: I love that. Yeah, I think that's really helpful. 

(00:09:41) Linda Lindsay: Yeah. 

(00:09:41) Lacie Ellis - Host: Um, so we like to get questions or comments from our listeners and our people in practice, clients about our topic.

(00:09:48) So let's listen to our first question. Okay. Our doctor is considering starting to charge for the new patient exams, and I understand that his knowledge and time are valuable, but I'm worried this will (00:10:00) reduce the amount of overall exams we will have scheduled with us. 

(00:10:05) Linda Lindsay: We tried that. It didn't really work.

(00:10:09) Um, we did find that, um, having the free consultation, um, and. The records and everything we do in that consultation is free. But it's benefiting us as well as the patient. But if the patient's like, Hey, I'd like to have my records and I'd like to go to another orthodontist, then there would be a fee for the records.

(00:10:34) Okay. Um, then at one point in time we try to just charge the adults 'cause they would cancel a lot. Um. Uh, charging. It just didn't work out so well for our office. So we, we don't charge, and it is a free consultation. 

(00:10:50) Lacie Ellis - Host: I feel like this happens like every, I don't know, three to five years in the industry, there's this big push again for like, let's charge for the exams.

(00:10:58) And I really do understand it because the (00:11:00) doctor's knowledge and the staff's time, like all of that has so much value. Mm-hmm. But my thought has always been, okay, so let's say you charge 125 or two 50 for an exam. And that pro like stops is like the barrier to maybe 10 people that came in. Let's say you started five out of those 10.

(00:11:20) The difference in, in the production for the office versus the, you know, for the exam versus the start is so much different. I just. I think and if 

(00:11:29) Linda Lindsay: they, if they can go to another place and get a free consultation, they're gonna go there instead of coming here. So, I mean, I, 

(00:11:36) Lacie Ellis - Host: yeah, I think unless the whole industry shifts and starts to charge for exams across the board.

(00:11:41) Yeah. Which I don't see happening. Um, I think, I think this is how it's gonna be. And I also think, you know. I had been in the industry for a long time. We won't say how long it's been a while. Um, but longer than knee. Uh, maybe, no, probably not, but we're, we're probably neck (00:12:00) and neck. But, um, I, you know, even when it was time for my son to have treatment, I, I pretty much knew the office that I wanted to take him to.

(00:12:08) Mm-hmm. But, um, just out of pure curiosity, I took him to three exams. And if I had. You know, been charged for that. I probably would've only taken 'em to the one, and it really, I think, would've limited our knowledge of who we were choosing and why we were choosing them. And I mean, it's a commitment, not not just financially, but this is somebody who's gonna have their fingers in your mouth or your kids' mouth.

(00:12:33) And like, that's, that's a big decision to make. You're gonna see these people for. You know, a couple years, every six to eight weeks, um, depending on what technology that office is using. So I just think, um, it's okay that people go and do their homework. I encourage their opinion. Yeah, they're gonna come back to you.

(00:12:51) If you guys are doing, which I know you are, they're gonna come back to you guys because you, you showed them, um, not only the knowledge and the (00:13:00) experience of the doctor, but the heart that you guys put into treatment. There's, there's a difference there. 

(00:13:05) Linda Lindsay: Yeah. That, that's exactly right. And we, um, have, um, some of the dentists have ortho in their office.

(00:13:13) Sure. And so we've gotten second opinions from there, but they come here, I want them 

(00:13:19) Lacie Ellis - Host: to feel comfortable, confident 

(00:13:20) Linda Lindsay: with whoever they choose. Choose. So, you know, 

(00:13:23) Lacie Ellis - Host: well, I mean, I, I think there's still an education gap out there with, uh, the knowledge that like, Hey, did you know your orthodontist is actually a dentist?

(00:13:32) Who went to, uh, further their education to specialize in moving your teeth. Uh, I just think if people really understood that there might be more value placed on choosing a specialist over your dentist, which I'm not saying dentists in some cases aren't qualified to do some of this movement, but, um, it's just, it's different when you're going to a specialist.

(00:13:52) It's a different level of care, so, absolutely. Well, let's listen to our next question. So our doctor is amazing and has so (00:14:00) much knowledge that he loves to share during the exam, but sometimes he is not ready to, uh, or not reading the body language of the patient or the parent, um, very well and does not realize that he's starting to lose them with the details that are over their head.

(00:14:13) So how do I kindly signal him that it's time to wrap it up? 

(00:14:17) Linda Lindsay: Well, Keith, um, so that happens sometimes. And um, we have, on our computer, we have a sidebar. That has, who's waiting. And so sometimes I'll just kind of like put my hand towards the computer and say, you know, I'm not really even saying anything.

(00:14:37) And then I'll look at him and then he'll understand. But, um, most of the times, um, the doctor leaves it to me to answer the questions or tell about the brackets or attachments or. You know, options. Um, 'cause we talk about that before we come into the exam together. So he (00:15:00) can get in, reiterate what he said about the patient, tell them, you know, what it will be, how long it will be.

(00:15:08) And instead of saying, do you have any questions? If he thinks that they have a question. He'll go ahead and say, do you have a question? If not, he'll turn it over to me and said, Linda, um, you know, can help you, um, talk about, uh, what you can and cannot eat. The types of brackets we have, how long the appointment, you know, so I would normally talk about all of that.

(00:15:31) Um, so I think both of my doctors are very tuned in to coming in, being about the patient, and then passing it on. So that's 

(00:15:43) Lacie Ellis - Host: great. I think it really is helpful to have, um, I mean, I, it takes a little time, but building that relationship with a doctor where you have that trust that the doctor can truly say, I'm gonna leave you with my expert, and you really truly know what you're talking about.

(00:15:57) And he knows you can answer all (00:16:00) orthodontist. Exactly. I know. Um, the doctor that I worked for the longest, um, he just loved to share how much he knew about. You know, moving teeth and what happens to the bone remodeling and all of this stuff. And you can see it on the mom's face when she's just like, I got it.

(00:16:21) They're like, okay. Um, so we actually came up with, like, we sat down and talked once and I was like, Hey, I know sometimes you get super excited, but is there a way that I can signal you so that you know, all right, you're, you've done your job here, now it's time to exit. And, uh, gracefully and so. You know, there we had a, it was a bright lime green note, like post-it note.

(00:16:44) Oh. And the only time that was out on my desk is when it was a signal to him that it is time to leave. So I would just ever so, uh, slowly pull it out and set it on the desk. And when he sat he's like, all right, well I think I will leave you with Lacey now. (00:17:00) 

(00:17:00) Linda Lindsay: And yeah, that, that's great. That's great. And I, I am very confident that our doctors are doing well in that now and.

(00:17:08) Like you said, I would just, um, say, oh, chair four, or, you know, yeah. Then he's like, okay, 

(00:17:15) Lacie Ellis - Host: because the last thing you want is a clinic full of, uh, frustrated patients and chairside, uh, assistance. So it's, it's good to stay on track there. Yeah. Um, so what would you say is the number one thing that you do in the exam process that lead the patient to being ready to start treatment?

(00:17:34) Linda Lindsay: Um. I'm always moving forward positive and talking like they're going to start. So I'm like, um, you know, if, uh, you're ready today, we can set up that appointment. Um, here's the, the contract and information I can help you find a good fit for you. As in, I need to use flex spending or. (00:18:00) Insurance or payment options at no interest or so, I'm always talking to them like they're gonna start that day.

(00:18:07) So it's not like, oh, okay, well go ahead and talk to your husband, or go ahead and take home. It's very rare that they do that. If they're ready to go, they're in there because they're ready to go, and I talk to them like. Like we're ready to go. 

(00:18:24) Lacie Ellis - Host: I mean, I think, you know, I was really nervous to be a treatment coordinator at first because I'm like, ma'am, I am not a sale.

(00:18:31) I'm not innately a salesman. I'm not a salesman. That's not really how I'm wired. And then I realized they already know what they wanna buy. You're not selling anything. What you're doing is you're helping to eliminate any barriers that could be in the way to actually get them started. And when I shifted my mindset in that way, it really became such an easy process.

(00:18:52) I mean, either financially you can make this work and we're a good fit for your family, or you're not quite sure and you need to go do your homework like (00:19:00) that. That was pretty much the two scenarios that we had coming out of an exam. And um, once I realized that, I also made the shift in my head that I'm not trying to be pushy when I say we can do the first step today and sign the paperwork and, you know.

(00:19:17) Get spacers in or you know, separators in or whatever. Um, because if it saves the mom time to take time off of work again or pull the kid outta school again to do that first step, and we have time to do it that day, it's not about selling anything. It's about saving people time and energy and. A, again, once I reframed it in my head that way, I was like, man, this job is, this is easy.

(00:19:41) Linda Lindsay: Absolutely. 'cause I'm not a salesperson either. It's the personality of, from the very first time you see them, how it's going through the appointment, and then you know how they're feeling about what they wanna do before you get to the finances and everything. So 

(00:19:57) Lacie Ellis - Host: yeah, I mean finances, 

(00:19:59) Linda Lindsay: and I'm like, (00:20:00) okay, 

(00:20:00) Lacie Ellis - Host: let's go.

(00:20:00) Yeah. Yeah. That's when you're like, oh, we're doing this. Um. Yeah, and, and I learned very, very early on, I was really scared to ask for or let people know that we offered a, you know, a, a courtesy reduction for a payment in full. Just because I was like, man, that just seems that, again, that felt pushy to me almost.

(00:20:20) And then when I, I didn't offer it to a family 'cause for whatever reason, I just assumed that wasn't gonna work for them and I didn't wanna make 'em feel uncomfortable. They came back later and said, Hey. Had we paid it in full, would we would've saved a little bit. And I was like, well, yeah. And they're like, well, you never even offered it.

(00:20:36) And I was like, from then on, I was like, everybody should know what all their options are. That's right. Just tell people what, what their options are. Let them choose. Um, and you know, I, I think there was also a shift in my mind that, um, finances can be uncomfortable because. Like, my mom doesn't know what's in my bank account, but I'm gonna sit in front of this perfect stranger and tell them that I can't afford (00:21:00) $500 down.

(00:21:00) Like, that's, that's a very vulnerable discussion. And so once it comes down to just like, Hey, let's find something that works for you. And when you've got that flexibility from your doctors, it really just, like I said, it makes the job so much more fun. First of all, but much easier for everybody involved.

(00:21:18) Patient too. So, yeah, I, 

(00:21:20) Linda Lindsay: I felt the same way. I felt like, oh, I gotta get finances. And I'm like, Ooh, thousands of dollars of really a lot of money for actually for me. And I'm like, ah. Um, but when I started doing the finances and being able to show them on the screen. This is our, um, down payments, monthly payments at no interest.

(00:21:42) And then I'd move over quickly to the 2% if you say, with your credit card. And then I talk to them about points and they're like, stop. I want my points. Well, I mean, we have, you know, percentage off for banking information. We have a be percentage off for credit cards and then we also have interest (00:22:00) free with flexible payments, so that's awesome.

(00:22:03) Lacie Ellis - Host: So my last question is something that comes up very often when I'm speaking with practices and it's the age old dilemma of how do you handle the comment that I need to go home and talk to my spouse. Um, what are your thoughts about this? 

(00:22:16) Linda Lindsay: So, yes, we handle those two. Um, so I say sometimes I'm like, if you wanna talk to them now, I can step out for a few minutes.

(00:22:24) So sometimes they do, sometimes they don't. Yesterday I had someone, her husband was overseas in the military. So I said, that's perfectly fine. We need you to be comfortable with, you know, what you decide. So I'm emailing this to you and I will call you back in a couple of days. Is that all right? And they're like, yeah, sure.

(00:22:43) Yeah. So, um, I try and get them to talk to their person, um, same day if they can, or, um, if a mother, a mother and father come in, then I say, I can step out while you discuss if you'd like. (00:23:00) Um, so trying to get it on the same day is most important, but sometimes you have to say, I agree. I call, email this to you, but then I will reach back out to them.

(00:23:11) I won't wait for them to reach back to me. 

(00:23:13) Lacie Ellis - Host: I think that's so smart. I know, um, one of the offices I worked in, we implemented the. It was in the new patient phone call where we would say, you know, we're gonna go over a lot of very detailed information, and it's best if all financial decision makers can be present at that exam if it's possible.

(00:23:30) Now, divorce cases, you don't always want both of those parents in the room of for, for various reasons or something like that, or like, you know, if dad's overseas or mom's overseas and can't be there. All of those things are understandable and I think. Again, there was a mind shift for me that happened when my son went through treatment himself that I was like, I mean, you're talking about thousands of dollars.

(00:23:53) There probably is a world where the wife does need to go talk to the husband, or the husband does need to go talk to the (00:24:00) wife because you may have to be shifting budgets around or taking money out of this, or putting money there. Like it's, you know, it's, it's a big expense and I do think it makes sense that families might need to talk about it.

(00:24:13) But like you said, I think that's perfect. Making it as simple as possible to be like, Hey, you know, while you're here and I can answer any questions you might have, I can step out of the room. You can give them a call and just chat about it. That's easier. If not, like you said, I'm gonna send you with all the information.

(00:24:27) I'm gonna check back in with you in a couple of days. So it's 

(00:24:29) Linda Lindsay: important that we check back with them not waiting to check back with us. 

(00:24:34) Lacie Ellis - Host: Absolutely. Absolutely. Well, I really hope you enjoyed our conversation today as much as I did. Thank you so much for your time and for sharing your valuable insights.

(00:24:43) Linda, you are a gem. 

(00:24:45) Linda Lindsay: Thank you. I enjoyed it too. 

(00:24:47) Lacie Ellis - Host: Good. I love you all. So our goal with this podcast is to give you truly tangible items that you can use in your day-to-day life at the office, and to elevate the voices of the people that actually (00:25:00) work in an office and sit in the same chair that you sit in every day.

(00:25:04) We would love to hear from you with topic or guest recommendations, as well as any questions or comments about things that you are dealing with in your practice. Send us your questions or stories to practice talk.com. Please subscribe and share this episode with your friends and family that might find these conversations helpful and or interesting.

(00:25:23) And don't forget to listen to our original podcast called The Golden Age of Orthodontics. Hosted by the founders of People in Practice, Dr. Leon Klempner and Amy Epstein. Until next time, thank you for joining us on Practice Talk where your voice has value. 

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