Ep. 22 - High-Tech Clinic Workflows with a Human Touch

Orthodontic technology is transforming how practices deliver care. In this episode of Practice Talk, host Lacie Ellis interviews Rebecka Escamilla, lead clinical assistant at WRO, about implementing digital workflow systems while maintaining a human touch. Rebecka shares insights on Grin technology, patient workflow optimization, and team communication strategies that keep the practice running efficiently. Learn how cross-training, clear emergency protocols, and strong clinical leadership create a positive office culture where staff thrive, and patients receive exceptional care through both digital scanners and personal connection.

What You’ll Learn in This Episode:   

• How to integrate Grin technology into your patient workflow from initial consultation through remote monitoring of aligner patients and braces cases

• Strategies for managing doctor time effectively through clinical leadership, morning huddles, and coordinating with your treatment coordinator

• Best practices for cross-training team members and fostering positive team communication to handle emergency protocols seamlessly

• Methods for community outreach and educating potential patients about orthodontic technology that differentiates your practice

Ready to transform your practice? Tune in to Practice Talk for expert insights and actionable strategies to elevate your orthodontic practice management. Subscribe now and never miss an episode at Practice Talk, where your voice has value, and your success is our priority! 

TIMESTAMPS: 

• 00:00 Rebecka shares patient workflow and her role as lead clinical assistant and Grin technology signup 

• 05:32 Rebecka discusses back office functions and scheduling strategies

• 08:31 Clinical leadership approach: staying on time, empowering team members, and managing employee relationships

• 12:09 Handling emergency protocols with remote monitoring through photos, scans, and triage systems

• 15:14 Doctor time management strategies using morning meetings and treatment coordinator communication

• 24:28 Community outreach tactics: events, QR codes for Grin, and educating patients about orthodontic technology benefits

KEY TAKEAWAYS:  

• Grin technology enables remote monitoring of patients, reducing unnecessary office visits while maintaining quality care through digital scanners and virtual communication for aligner patients.

• Strong clinical leadership combined with cross-training creates a resilient team capable of managing emergency protocols, optimizing patient workflow, and maintaining excellent team communication.

• Clear expectations, accountability, and open dialogue foster a positive office culture that enhances patient relationships and improves practice efficiency across all departments.

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 Episode 22 - Rebecka Escamilla

(00:00:00) 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) Welcome to Practice Talk, brought to you by people in practice where we specialize in digital marketing, website development, SEO, and so much more. I'm so excited for today's discussion as we dig into the topic of High Tech Clinic workflows with a human touch with my guest, Rebecca. Rebecca has been nominated by GRIN as an outstanding team member and the grin specialist that nominated her specifically said, and I quote, she is a highly positive team member who is always willing to help.

(00:00:45) Rebecca began working in the orthodontics in 2011 and joined the WRO family in 2015. She's the lead clinical assistant and is extremely passionate about helping patients find their smile. Rebecca's natural ability to connect with people helps (00:01:00) her build strong patient relationships. She also enjoys guiding her team to improve and pushes them to be the best that they can be.

(00:01:08) Welcome, Rebecca. Hi. Thank you for having me. I'm so excited to be here. I'm so grateful that you have taken the time to join me and kind of geek out a little bit on orthodontics, a world that I absolutely love. So, um, I'm excited to chat about how your office is utilizing technology and kind of the role that you play in that innovation.

(00:01:29) So, let's dive in. Um, I would love to have you walk us through the workflow of a new patient in your office. And what steps do you utilize the actual GRIN technology within that? So the way new patients work at our office is we have them come in, we don't let them check in. We show them how to check in, and then they get a tour of our office.

(00:01:52) Um, they start by showing our certificates, you know, just kind of validating us and who we are. We also, (00:02:00) um, I work for Dr. Rete and he's really great at teaching us to be mini orthodontists. So he likes us to go above and beyond. We have an extra degree, um, a specialized orthodontic assistant. So we showed those off as well.

(00:02:15) We're like, Hey, you know, we did the extra work. This is what we do. We show them the scanners. We do have, uh, a lab in our office, so we do 3D printed models. We make retainers. Um, we show them pretty much everything and then once they go into our consult room, our treatment coordinator will say, Hey, you know, so it looks like you're ready to start treatment.

(00:02:38) Let, let me talk to you a little bit about grin. So, you know, it's great because we get to see you from home. We don't actually have to see you in the office if you have any questions, an emergency bracket pop, um, broken, uh, or well broken bracket, poke wire, anything like that, we just help guide them over grin, Hey, this is what to do.

(00:02:58) Oh, no, you can't (00:03:00) fix that. Let's have you come in, you know, whatever we can do. To help them save that time from coming into our office. You know, people are busy, they don't wanna come in all the time, so we help guide them over grin or we call them up and Hey, you know, it's Rebecca, how can I help? So, great.

(00:03:16) So the, um, technology for GRIN with your office isn't implemented prior to them coming into the practice. 'cause I know some, um, offices use it to like. Do the patient intake or do like a, a virtual exam or something like that. But you specifically, you guys are using it once the patient is in the practice?

(00:03:35) Correct. Okay. So our treatment coordinator will talk about it and then. My job with Grant is I take care of the patients that are coming for the week. I'll go ahead and sign them up and I'll send them a message like, Hey, I just sent you this link. Make sure you sign up. That way we can keep an eye on you from home.

(00:03:52) So great. Once they come in, they get bonded or aligners, we give it to them. We'll go over the instructions. We'll do the first stand with them. (00:04:00) Okay? That way they know when they get it done. Great. And so every single patient that starts treatment with your practice, um, goes into the GRIN system. Um, lately we've been doing aligner patients, we were finding braces.

(00:04:14) Patients were having a little bit of trouble keeping up with it just because they're like, they're on, we should be able to come in. So we don't wanna make it any more harder than it is. So we're like, okay, if you don't wanna do it, that's fine. We'll just have to schedule you in the office. However, it might take time from your day because it's helpful to see the scans.

(00:04:33) Versus you having to come in, but, and then are you monitoring those scans as they come in, or do you have, do you take turns as team members or who is monitoring the, the information once you get it? So, I'm in charge of grin. I, um, I, pretty much, every time a scan comes in, I let grin do their job. I also don't wanna step on their toes.

(00:04:55) I'll let them do their job and then if they need me, they'll flag it. I go (00:05:00) in there and I'm like, Hey, so and so, you know, I'm so sorry this is going on. How can I help? What can I do? Yeah. And they, they'll reach back out. So I'm always checking it. When I'm out though, I do have a backup. All the girls know how to take care of it, so they help me.

(00:05:16) Perfect. So I'd also love for you to give, uh, us an overview of how your clinic functions, since I know you're the clinical lead, starting with how you welcome a patient back for their appointment and just kind of, you know, do you work in columns? Do you work? How, how do you guys function as a back office?

(00:05:33) Yeah, so whenever a patient comes in, usually if it's a new patient, um, like we're putting braces on or delivering aligners, whatever the case is, we'll go up there and talk to the parent like, Hey, my name's Rebecca. I'm gonna be assisting today. I'm gonna have them come on back and. It's gonna be about an hour away.

(00:05:51) You can either wait in the back or go run, grab some coffee, come back, whatever you wanna do. Sometimes I'm, I'm a little cheesy and I like to joke around, so I'll be like, if you wanna leave them (00:06:00) here, we'll have 'em help us clean or something. So they get a good laugh. Um, we bring 'em back and we just get started on working.

(00:06:06) Uh. And I forgot the other questions. No, that was perfect. Um, it, I, I just love to kind of, do you, do you work in columns so that you all have your own chair and are you in that chair every day or do you kind of switch that up or how, how does that function for you? No, um, that was getting a little hard to work just in columns because it was so, so and so has called one I have called two.

(00:06:32) The way our doctor does it is he'll kind of stagger appointments, but there's set appointments that he'll do. So like bondings, we'll do like at nine or 10, or we'll do them at one or two. Um, so he puts those and columns, so not everybody would be grabbing the same thing. So we just kinda, if a patient's here just go ahead and grab them.

(00:06:50) Um, if they're early, talk to me about it. That way I can figure out where we're at in our schedule and it doesn't make us fall behind. One thing we pride ourselves at in our (00:07:00) office is. Bring patients back on time. We know patient's time is valuable. My time is valuable, your time is valuable. Everybody's this.

(00:07:07) So we like to stay on time. So if I see like, Hey, that's gonna run us back a little bit. This patient's on time, take the patient that's on time versus the one that's early so everybody gets seen. Perfect. I love that. Um, I, I've worked in both settings. I've worked in offices, um, started as a chair site assistant and I worked in offices where we didn't have columns, and then I've worked in offices where we did.

(00:07:31) And truly I found it just depends on the team. What's a better approach for that practice, because the practices that I've worked in that, like we had a great. Rhythm in the back and it was just like, I've got the next one, you've got this one. Everybody was grabbing their patient and going. Um, that worked for us.

(00:07:48) And then I've worked in offices where there wasn't great teamwork in the back, to be quite honest. And, um, it was really helpful to have columns so we could see who's actually on time and doing, you know. (00:08:00) Who's here and like showing up and doing the work versus, uh, somebody who's maybe not pulling all of their weight.

(00:08:06) It was a little easier to tell when we were in columns with that specific group of people because we could pinpoint where some of the issues might be. And the, it, it may have been a training issue, you know, I don't know. So I really think every office is different. And that's why I think it's like, it's a beautiful thing to learn about a practice.

(00:08:24) 'cause every practice just runs and functions so differently. It's its own little organism, you know? I agree. Um, you know, my job as lead, I'm a leader first before I'm an assistant at this point. So I empower my assistants, not my assistants, but you know, I power our assistants to be the best they can be. I always, they're always saying like, oh, we wanna be like you, you know, as great as you are.

(00:08:48) And I'm like, no, you don't wanna be me. You wanna be better than me. What can I do to get you there? And how can I push, proceed to be better? Um, it's like even. Our bonus structure is different. So if (00:09:00) I can set them up to get their bonus before I get mine, I'm gonna do that because it's gonna help them help me in whatever it is that I need, and I push them.

(00:09:09) There's nothing in that office that they don't know how to do. So I make sure that from the beginning, like, Hey, you're. Out everything. So you can't come to me and say, I don't know how to do this. Because then we sit down, we have a training, I'm always checking in on them, Hey, how can I help? What can I, where can I strength strengthen you?

(00:09:29) And help 'em get there. That is the sign of a true, great leader, is that you really care about their success more than your own. And, and by doing that, you get to see your success as well. So I, I really commend you for that. That's not always an easy thing to do. No, no. I've been, I've worked in offices where, you know, girls are catty and it's just how girls are, you know, honestly.

(00:09:53) But when they start from the beginning. We're not doing that. If you have a problem, we can (00:10:00) sit down. Either you talk to them one-on-one, or the three of us are sitting down and we're having a conversation about what, what it is that's bothering you. We don't wanna let it fester. We don't want it, want you one day to explode and just, you know, so.

(00:10:13) Where can I help? What can I do? I'm always constantly, and it's not even just with the assistant that wherever I can fit in, Hey, how can I help you? Hey, what can I do? And it just makes our office go by better. Yeah. Our thing is communication. Tell us if you're having a bad day, tell me and how can I help?

(00:10:32) Yeah. So I love that. I think the offices that nail communication. Tend to struggle less with, uh, the issues that I, I mean, you're right, it's a primarily a group of women working together and that's not always an easy thing. And I think when you just cut through the crap, so to speak, and just like, just say it how it is, and let's have open dialogue and like, we're gonna have bad days and some of us are gonna have great days, and where can we help (00:11:00) when somebody is struggling?

(00:11:01) I think that's like, let's be honest, we spend more time. With this collective group of people sometimes than our own family. So if you don't enjoy where you're at and what you're doing, you should probably be somewhere else, you know? So I think, I think making sure that everybody's having a good experience and enjoying what they're doing is like.

(00:11:23) Number one, and then great communication and then taking great care of your patients. Like it, it just all flows together. So it sounds like you guys are doing it makes it go smoother. Yes, for sure. You know it. I'm not gonna say we don't have our days. We all have our days, so it's fine, but we just keep it going.

(00:11:40) We're I, our group is the type that. We may get mad for like five minutes and then we forget what we were mad about. So we just keep moving. We're like, oh, you know, sorry about that. I apologize and move on. I'm really big on accountability as well, so I'm like, Hey, let's check that. So, (00:12:00) absolutely. So we like to get questions or comments from our listeners and our people and practice clients about our topic.

(00:12:06) So let's listen to our first question. How does your team manage emergencies within your busy schedule? That's a great one. You know, with the holidays there's always emergencies and we just got through a holiday. So again, if they're on grin, I have them. Hey, go ahead and do your scan. Let me see what I can help with.

(00:12:26) Um, if they're not on grin, our landline is Al so they'll shoot us a message, Hey, pokey wire, broken bracket. We ask them either way, Hey, send us a picture. So they send us a picture and we. Called 'em up, like, okay, this is how we can walk you through it if they still can't get it. We're like, you know what, just come on in.

(00:12:45) I, I, we always figure it out. We always make time for our emergency patients. You, you also don't wanna be with a pokey wire dabbing in your cheek. So we're like, Hey, if we can do it real quick, let's take care of it. We don't. Want, you know, them (00:13:00) suffering or anything, so. Sure. So do you put them, do you have like an overflow chair that you can triage if somebody does need to come into the practice?

(00:13:07) Are you putting them in an overflow chair or do you have places to put them within your schedule? So we do overflow. Um, we run. We used to run three columns that our, one of our assistants came back from maternity leave. So we're four columns across now. So we have the availability for six pairs. So we're like, just put 'em in overflow, we will figure it out.

(00:13:29) It will get taken care of. Um, our treatment coordinator had actually started as an assistant, so she also, if she sees it and she's not busy with a console, it, she'll say, Hey, come on back. Let me take care of you. So. They're very, very helpful. Uh, I'm, I'm the biggest proponent in the world on cross training because I started as an assistant.

(00:13:50) I've worked in the lab. I loved the records room. I was in there for a hot minute and loved it. Um, and then I was a tc. I've been at the front desk, I've been a marketing coordinator, and (00:14:00) honestly, it just helped me be better because I understood what somebody else was going through, and it really helps, especially that so many offices have that like front back.

(00:14:11) A little bit of a clash between the front and the back. And then when you've sat in the front office chair and you're like, oh my gosh, there's so much stress. The doctor needs this and I've got three patients asking me that, and the phones are ringing off the hook and like it's, it can be very overwhelming.

(00:14:25) So I think really understanding and being able to help out and pitch in where you can and like learning somebody else's job and perspective, it just makes us all better in my opinion. Absolutely. I completely agree. Um, Dr. Is really big on Crosstraining just because. It's also as a clinical, you know what it's like when the front just throws patients in and it's like, we don't have the capacity, but we'll make it work.

(00:14:50) You know? So them knowing, working in the back and then transitioning to the front, it's also helpful to say, oh, that's gonna make someone, you know, (00:15:00) not happy. So let me not do that, but let me offer you this time to not put us in that predicament. Yes, I love that. It's easier. Yeah, for sure. Um, all right, let's listen to our next question.

(00:15:14) You know, it feels like we struggle with doctor time every single day, and we have tried so many different systems for this and none seem to work. Do you have any tips or tricks for this? We struggle with that one as well, so, I mean, I'm pretty sure every office does. Uh, we try to talk about it in the morning meeting.

(00:15:31) So if a patient has a question that where they've already stepped away from Dr. Ortega or the parent does, we'll make a note of it so that when their next appointment comes around, we'll, at the morning meeting, bring it up. Hey, parent had a question about when Johnny's getting braces off, or, you know, whatever the question may be so that we know he's gonna be caught up right here.

(00:15:52) What can we as a team do? To keep the office moving and not just having to wait for him. Um, when it's a (00:16:00) treatment, um, I'm sorry, a consultation. Then sometimes, you know, parents will have a million questions, but our treatment coordinator is fully trained to answer any question they may have. So if it's something that she doesn't know, then she'll just excuse herself, go ask, or she'll say, Hey, I'll get the answer for you.

(00:16:17) Um, he's really caught up right now. I'll give you a call back with that answer. So. They're at ease and they know that's perfect. Yeah, we always, I, I think. All orthodontists love to just share this knowledge that they've gained, um, of, of, and it's just like for them, like, this is exciting for me 'cause you and I get to geek out about this world that we live in.

(00:16:38) I think they're just so excited to share all this knowledge that they have, especially in the exam room. 'cause it's like a fresh audience for somebody to listen to what I'm saying. And so that is. Probably where we struggled the most in the office I was with the longest was, you know, you have all five chairs in the back, full, everybody's untied and ready for the doctor to take a look and see if we're upping wires or doing anything different (00:17:00) before we tie 'em back in.

(00:17:01) And, um, it just, sometimes we had to be like. All right. So actually with that doctor, um, we got a bright, it was like lime green sticky notes. And when he saw those come out and onto the desk of the tc, he would know it's time to say, I'm gonna leave you with my expert and she will answer all of your questions.

(00:17:22) Um, because I think is that, that is, to me, that's the most challenging part of doctor time is when they're in the exam and you really need them in the clinic. 'cause otherwise you can, as the clinical lead, you're probably. If you've got 'em in the back, you're directing him. Okay, this patient's next and this one, and like he knows where to go because you are telling him.

(00:17:40) Is that kind of how it works for you? Yes. Well sometimes, you know, if the treatment coordinator, she spends time with them first before Dr. EO goes in there. Mm-hmm. So she'll come out and she'll let me know, like, Hey, so my patient has like a ton of questions. He's gonna be caught up with me. Um, that then lets me know I need to (00:18:00) clear this clinical bailout before he goes in there so it doesn't waste our time.

(00:18:04) We're not wasting the patient's time. Yeah. So we'll have him come by, take a look at everybody, that way he can go into his consult, do what he needs to do and by the time he's out, there's like a whole new set of patients out. That's smart. That's actually, I think we could have done better in the office.

(00:18:21) I was at the longest in like. Me as the tc, we didn't have a clinical lead in the office I was with the longest. So it wasn't as easy for me to go to one person and be like, Hey, this is gonna be a long one. Or like, so I think. Probably having that person in the back just kind of working that flow is probably one of the biggest keys to managing that doctor time because then you guys can work together in, this is what we have coming up next and this is what, you know, this is what we've got going on.

(00:18:48) So, um, I'm, I'm thinking that through that they, they need a clinical lead in there. You know, my. The girls I work with are great. I (00:19:00) love every single one of them, and they all know day in and day out what I do. And sometimes when they don't see me, they know I'm taking care of stuff. So they're, they take it upon themselves.

(00:19:09) I tell them, Hey, you're not only a mini orthodontist, but you're also a mini lead. Like, I want you to take that initiative and figure it out on your own. Not that I'm gonna leave you stranded, but I'm here to help. But. I push them to think on their own. So when I am caught up and the TC comes back there and she's like, Hey, we have a chatty patient.

(00:19:28) They know, okay, we need to clear this bay out. Yeah. Once Rebecca's available, we'll let her know and, you know, we'll take care of it. So they, they're very, very helpful and they know how I run things and how I do things. So they. They're on it. That's great. I have to brag on them. They're so great. I love say it sounds like you have the dream team, so congratulations.

(00:19:49) 'cause that is not what thank I'm hearing in multiple practices lately. It's hiring is a really big struggle for practices right now. So, I mean maybe it always is and has been, (00:20:00) but like. Getting people who actually care and want to like, show up and do a good job. And not just like, I come here, I do the bare minimum so I can go home.

(00:20:09) Like, to have that, what I can feel from you or you know, is that you have that heart and intention and that you're like, I I wanna do a good job because it matters to me, not because mm-hmm. Like the paycheck is great and I, you know, the, the patients are meaningful. Like, we're not saying they're not, but like the internal, just that feeling like I showed up today and gave it.

(00:20:28) What I could, right? Whether that was 110% today or 70% today, whatever it was like I showed up and gave what I had to give, and I think, oh yes. I think that's a really hard quality to find in people these days. Just say it. It truly, truly is. You know, it took us a few years to get where we're at now, honestly.

(00:20:49) Um. The way Dr. Ortega also hires is he starts, he'll put the ad out and he'll say, um, you know, we're hiring, submit your (00:21:00) resume, but also attach a joke. So that, that's our sense of humor. So we, we love to laugh, we love to joke around and, you know, do all the fun stuff. We, we don't want patients coming in and saying, Ugh, this feels like such a drag to come in.

(00:21:13) And we don't like it. We want them to come in. We, we love our patients, so we. If we know an assistant, like if they're reading that and they bypass that, then you know, he's like, then they're, they weren't a fit, but if he someone sees it, they submit their joke and they will. And we'll like, okay, cool, so let's have 'em come in.

(00:21:33) Let's all meet them, meet them. And so they'll come in, we'll meet them, we'll see if they kind. Mesh with us. And if they do, then we're like, all right, let's bring you back for an interview. And, and I'll stay with them one-on-one as well and tell them like, Hey, these are, this is what we expect here and this is what we like.

(00:21:51) So we set that already from the beginning. Yeah. I think clear expectations right from the jump is like. One of the biggest keys (00:22:00) and the doctor that, so I, I've told this story before, but, um, on the podcast that I was actually working in a photography studio and I, um, did pictures for the same family over and over, and the mom would bring her kids and they had like, I don't know, four or five kids.

(00:22:15) And so I got to know them really, really well. And one day she was like, my husband's an orthodontist and is looking for, uh, an assistant. Would you be interested? And I'm like. No. Like, not even a little bit. No, thank you. Um, for some reason I thought you just looked at people's tongues all day and that really grossed me out.

(00:22:34) And so I was like, no. Um, but I loved her. She was the sweetest, and so I was like, yeah, you know, I'll go in and just talk to 'em. And it was just, there was. It was very informal. I just went, went in one day and just like talked to him and like talked to the staff and he had me like sitting down and was showing me how to pass instruments.

(00:22:51) I stayed for two hours and put in my notice that night for my job. So, um, I think you can find good people anywhere. I think it's more about finding like (00:23:00) the personality and the. Like you said, if they tell a joke and they like grasp onto the fact that that's just like something that who we are. And it's like some cheesy, ridiculous joke.

(00:23:11) We're like, yes, that's our, that's our girl. We want her. Um, so I, I think you can train people. Most people you can train. Most people are smart enough to pick up if they've done something over and over and over and learn a skill. What you can't train as easily is like that, that care and that intuition and the heart that it takes to show up every day and see, you know, what 80 patients like.

(00:23:38) It's a lot. It's a lot of work. Absolutely. You know, it's not just assisting either. Um. Right. I feel like we're like. Counselors as well. We have patients that come in and they tell us their personal problems and what they're going through, and so we try to be there for them. Um, one thing we did implement last year is.

(00:23:57) We check in on patients, (00:24:00) not, you know, you get your regular, like, hey, you know, here's a care call you got your braces on. Cool. No, we send videos so We'll, we have an office phone. We'll, hey Johnny, you know you got your braces put on last week. I hope everything's great. Your soreness is gone. Let me know how everything is, how I can help.

(00:24:18) Yeah. Um, if you have any questions, please feel free to reach out and patients love that, like absolutely. We have to get with the times, honestly. So, yeah. That's great. So my last question is going to prove what a true marketing geek, I, I really am. Um, but I am wondering how does your office educate your community and your potential patients about the technology that you're utilizing?

(00:24:40) How do you get that message out there to people? So we usually do the seven and up campaign. Mm-hmm. Um, so we do push that. We do a lot of community events. Um, you know, this past year was kind of rough, so we didn't do so many, but we do try to get in where we can with the schools, with the (00:25:00) community, anything there is, if there's anything that we can sponsor, we will, um, we do like trunk or treats, and.

(00:25:06) Sponsor the candy. We'll, we'll sponsor the bags and put in brochures, and they're like, Hey, you know, just because your child still has deciduous teeth then doesn't mean that you can't be seen. We wanna see what's going on, what we can help with. So we try to really spread that word once we're doing marketing.

(00:25:24) So. Give things out. Um, we'll give like little cards, postcards that say, Hey, you know, when you're ready to start treatment, here's two 50 off. Come see us. You know? So we're, we have a mascot. I don't know if you're not on, if you're not following our Instagram, please do. It's a rock. I'll do that right when we're done.

(00:25:42) Um, we have a mascot. His name is Rocky. It's usually me in there. So I am always in there and whenever we go do events, you'll see me like, Hey, with Rocky and spreading the word, giving out toothbrushes, little whatever we can. So how are (00:26:00) you educating people about grin? Because that is a big differentiator.

(00:26:03) Not every office is utilizing that level of technology. So are you able to, you know, educate your community that that makes you guys different in any way? We do, we, I believe we have it on our website where it says like, Hey, we use Grin. Okay. Um, we also, they, I don't know if y'all know this, but they have a really great leads lead capture.

(00:26:27) System going. So when we do go do events, we take a little QR code like, Hey, scan this code, and it attaches to grin. So if they're like, Hey, we wanna do a consult, but we don't wanna come in, then they'll offer to send over the scope. Hey, great. No worries. We don't have to see you in the office. We're gonna send you a scope.

(00:26:47) It has, um, we call our scope the remote scope because it's WRO so cheesy. I know, but I love it. Uh, we'll say, Hey, like we're gonna send you our remote scope so that when you get it, you could (00:27:00) do the scan. We don't have to see you, but Dr. Tega is able to see your scans and you know, let you know, Hey, I think everything looks great.

(00:27:07) You know, whenever you're ready for a consultation, you know where we're at, or do another scan in three months and we'll take a look and see what's going on. Um, we do lot love for patients to come in and see us because some of them need x-rays, so we'll let them know like, Hey, I think you should come in for an x-ray so we can see you.

(00:27:24) So we do try to. Throw that out there, like, you don't always have to come see us. We have grin. This is gonna help you. So there's people that like it and people that prefer the face-to-face. So. So if a lead comes in through Grin as a new exam, so to speak, they haven't been to the office yet, do they still go to you or does your TC take those ones?

(00:27:49) Um, they, they kind of go to both of us. So then we will kind of decide, we will call them like, Hey, do you wanna come in or do you want us to send you a scope? So, gotcha. We'll, (00:28:00) we'll take it from there. Kind of see what they want. Kate Keith. Yeah. Okay, great. Well, I really hope that you enjoyed our conversation today as much as I did.

(00:28:10) Thank you so much for your time and for sharing your valuable insights. Rebecca, you are a gem. Thank you so much. I appreciate it. And I mean, I'm always open to feedback, so if there's anything that anybody else in their office is doing better, please let me know too. I wanna know, I want the in and how to make our office run smoother, so I'm open to anything.

(00:28:30) Stay tuned, keep listening to my podcast, and then you'll find out all these other tips and tricks for other offices. Gentle plug. So I, I love it. I think that leads me to our, our goal with this podcast really 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 people that actually work in an orthodontic office or in a dental office, and that they're sitting in the same chairs that you are sitting in every single day.

(00:28:58) Uh, we would love to hear (00:29:00) topic or guest recommendations as well as 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 be interested in these conversations or find them helpful.

(00:29:16) Um, 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. Thank you for listening to the Practice Talk podcast.

(00:29:36) Head over to practice talk.com to ask us questions or tell us your stories Until next time.