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How A Staff Performance Management System Can Improve Your Practice

By: Kit M. Foreman, SPHR, MBA*

Since 2013, over 85% of the dental practice owners that I began consulting with indicated that they did not have a structured performance management system in place to establish and track individual performance metrics for their staff. For example, a collections staffer should be evaluated based on maintaining collection rates at or above the industry average. Likewise, a front desk scheduler should be evaluated on the percentage of new patient phone calls that are converted into actual new patient exams. And a treatment coordinator in an orthodontic office should be evaluated based on case acceptance rates.

25% of doctors reported that they...

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