How do you get more 5-star patient reviews? It’s a question that every dental practice needs to know the answer to.  Patient reviews are a useful benchmark for how well your dental practice is performing. Equally important,  they help get more patients in the door. For example, in this study from PatientPop, 75% of respondents have searched for providers online. 74% of them said that online reviews are “very” or “extremely” important. 

Let’s look at three steps your practice can take to get more 5-star patient reviews. 

Step 1: Follow the Golden Rule

Obviously, treatment quality is the baseline for generating 5-star patient reviews. You can’t expect patients to say nice things online if the treatment you provided didn’t fix their dental issues.

But even if you provide top-notch dentistry, you won’t get 5-star reviews unless everyone in you

r office follows the Golden Rule in their patient interactions. Put yourself in the patient’s shoes (or chair, in this case), and tr

eat them the way you would like to be treated. Patient experience is what determines your practice’s online reputation. Good patient experiences lead to happy, satisfied patients who are more likely to leave a 5-star review.

Your patients may not be able to evaluate your dentistry on its technical merits as a colleague would, but they can (and will) evaluate how you and your office make them feel while they’re being treated. 

Step 2: Choose Patient-Friendly Communication Options.

Ask your patients which contact methods they prefer. If you think that snail mail and telephone calls are the best way to keep in touch, their answers may surprise you!

These days, talking on the phone is out. In fact, according to Open Market “75% of millennials would rather lose the ability to talk versus text.“

Messaging is in . . . and that goes for dentists, too. In fact, according to a study from SolutionReach, 79% of patients want to receive text messages from their healthcare providers.

So, when it comes to reducing no-shows, SMS and email reminders are quickly becoming a necessity rather than a “nice to have.” OperaDDS powered by Vyne Dental has easy SMS and email reminders proven to help reduce no-shows. Research shows that email reminders can reduce patient no-shows by up to 35%, and SMS reminders can reduce them by up to 38%.

Step 3 : Streamline Billing and Claims Processing

Everybody likes surprises…unless they are surprise bills, that is. We all know that insurance is complex and insurance companies are frustrating to deal with. But when patients receive unexpected bills in the mail, it will often affect their satisfaction with your practice. 

Vyne Dental helps you process claims efficiently and get paid faster, helping reduce the likelihood of patients receiving unpleasant surprises in the mail.  

Step 4 : Go Beyond the Basics

Beyond the basics of courtesy, kindness and empathy, patients are happier if their dentist’s office runs efficiently.

If your practice isn’t running smoothly, that will impact your patients, no matter how hard you try to keep the drama behind the scenes. When your team is running on empty, they have less to give to patients. And a disorganized or chaotic office inevitably leads to bottlenecks that negatively impact the patient experience…and your online reviews.

For example, in one 2014 survey,  25% of patients said they used online reviews to evaluate how long they were likely to wait for an appointment with a healthcare provider. If you keep your existing patients waiting longer than necessary, there’s a good chance you’re running off potential patients before their first phone call. 

If you want to get more patient referrals and positive patient feedback, you need an organized office that runs like clockwork.

Paperless Practices Are More Efficient

Generally speaking, the less paperwork your office has to deal with, the happier your patients and your team will be. That’s why OperaDDS Solutions Powered by Vyne Dental offers paperless form solutions to streamline the process of gathering information. With OperaDDS Solutions Powered by Vyne Dental, patients can fill out forms directly from their beloved phones.  You can send forms before a visit, reducing the amount of time spent on paperwork in-office. And you can collect consent digitally, too.

Reducing the amount of paper that has to be dealt with reduces the administrative burden on your team and helps security.

 

Step 5 : Ask For Reviews

Once you’ve perfected your chairside manner and you know your office is consistently providing an excellent patient experience, it’s time to begin asking for reviews. Patients are much more likely to leave reviews if you request that they do so.  In fact, according to a recent DentistryIQ article, “Google My Business users see an average one-star increase when they ask new patients for reviews.”

Of course, finding time to ask during a visit can be challenging, and your patients may agree only to experience instant amnesia as they walk out your office doors.

That’s why automated online review requests are so powerful. However, if a patient has had a negative experience, it’s better to solicit those reviews privately, so that you can resolve negative feedback without a public airing of grievances for the whole world to see.

OperaDDS Solutions Powered by Vyne Dental’s automated review solicitations are carefully designed to encourage satisfied patients to leave public reviews on Google or Facebook, while encouraging unhappy patients to talk to you privately first. 

To Get More 5-Star Patient Reviews, The Choice Is Yours

Patient reviews can make or break your practice. The choice is yours.  If your team creates a positive patient experience, your practice will reap the rewards online and off.

For more information about how OperaDDS Solutions Powered by Vyne Dental can help, contact us today.

 

© 2021 Napa EA/MEDX, LLC. All rights reserved. All third-party trademarks and tradenames (including logos and icons) referenced are and remain the property of their respective owners.

This communication is provided for convenience as general information and is not intended to be used as legal advice. Vyne does not guarantee reliance on the aforementioned information.

Hyperlinks included are provided for convenience and may lead to resources located on servers maintained by other persons or organizations. Vyne is not responsible for the privacy practices of the third-party websites. Vyne makes no warranty, assumes no responsibility and accepts no liability for the quality, accuracy or any other aspect of any information on or that may be accessed on other websites reached through this website.

Do you feel like insurance processes are constantly changing – even throughout the year?  Let’s talk it out! Insurance expert Teresa Duncan, of Odyssey Management, is hosting her first-ever Virtual Insurance Party, powered by Vyne Dental, on October 29th at 1pm EST, and there’s still time to reserve your spot.

 

What is a Virtual Insurance Party?  It’s a chance to cut through the noise and learn from other dental office managers, insurance coordinators and experts like Teresa and her team. The whole event will be powered by Vyne Dental, professionals in electronic claims processing.  

 

The insurance landscape is complicated and constantly changing. We have the entire Internet at our fingertips, but how helpful is that, really? With too many sources (many of which are out-of-date or unreliable), information overload is the all-too-common result.

 

The solution is simple: We need to talk to each other! That’s what the Virtual Insurance Party is all about: sharing real-world experiences with coding, EOB processing and other insurance challenges. And of course, the opportunity to bring your difficult questions to Teresa directly. 

 

The Virtual Insurance Party will be a live Zoom meeting, lasting about an hour and 15 minutes. Since it’s so close to Halloween, costumes are optional. Cameras are not, so make sure yours is turned on to ensure questions are heard. 

 

Did we mention there will be prizes?

In addition to the main chat room, there will be three Breakout Rooms, each covering a different subject:

• Policy and coding talk
• Claims best practices including documentation and electronic attachments
• Management chit-chat if you get tired of talking about insurance, drop into the management chit-chat room to network and “talk shop” with fellow office managers. 

 

Teresa will float in and out of the rooms to answer questions from the attendees. As she puts it, “I believe this will be a fun way for insurance coordinators to not only share tips but to support each other.” 

The Virtual Insurance Party is limited to 100 VIP attendees, so reserve your spot today! If you don’t get to be one of the first 100 to sign up, don’t worry – there will be a waitlist to get directly RSVP’d for the next Party date. 

 

Here’s what you need to know: 

• Date and Time: October 29 at 1:00 pm, EST
• Location:  Zoom
• Register here. 

This event is an excellent opportunity to network with other dental office managers and insurance coordinators, share best practices and have fun! We hope to see you there! 

 

© 2021 Napa EA/MEDX, LLC. All rights reserved. All third-party trademarks and tradenames (including logos and icons) referenced are and remain the property of their respective owners.

 

This event  is part of a joint program with Vyne Dental and has been prepared for informational purposes only.  The content does not constitute legal advice.  The opinions and views expressed in the webinar are the opinions of the designated presenters and do not reflect the opinions or views of Vyne Dental. 

Hyperlinks included are provided for convenience and may lead to resources located on servers maintained by other persons or organizations. Vyne is not responsible for the privacy practices of the third-party websites.

Vyne Dental®, a leading provider of revenue cycle, claims and practice management solutions, and electronic health information exchange for all-sized dental practices, proudly sponsored and participated at the American Association of Dental Office Management (AADOM) Annual Conference this past Sept. 9-11, 2021, in Orlando, FL.

Each year, dental practice managers and their teams come together to gain hands-on experiences related to the latest and best products and services throughout dentistry that help office managers find the right solutions to the challenges their practice faces. The conference also provides discussions, classroom-based learning opportunities, and roundtables for dental professionals to expand their education and the opportunity to network with peers. Most importantly, AADOM offers dental insiders tremendous feedback and practical advice for growing, building, and establishing a thriving practice.

 

Catch Vance Taylor of Vyne Dental® in the AADOM Spotlight at the #AADOM21 annual meeting. Eliminate pain points in your practice management, and improve your revenue cycle management today.

Catch the recap here.

 

About Vyne Dental

Vyne Dental is part of the Vyne family, an industry leader in end-to-end information exchange and communication management solutions for healthcare. Vyne Dental helps dental practices manage their revenue cycle, send encrypted communications, and position their practices to thrive. Its solutions are used by more than 74,000 dental practices across the U.S. to streamline claims management and adjudication, determine real-time patient benefits eligibility, submit electronic claims attachments, eliminate practice’s paper forms, streamline secure electronic patient communication, and reduce missed appointments through electronic patient reminders. Vyne Dental also partners with more than 800 dental plans and payers for the electronic delivery of claim documentation.

Vyne Dental continuously strives to advance the dental industry by providing technology that improves workflows, decreases administrative costs, and improves reimbursements for service provided.

How do you achieve a customer service excellence award every month since 2014 from one of the nation’s most recognized authorities on the subject? According to Anthony Hess, vice president of service and support at Vyne Dental, you require excellence of your service and support team and always place the customer at the heart of every decision made. 

LiveHelpNow, a solution provider that enables meaningful customer service interactions between companies of all sizes and their clients, named Vyne Dental one of the best companies for providing the highest quality customer service through 2020. 

Vyne Dental utilizes LiveHelpNow’s chat technology to interact with and to serve and support clients. Because of its expertise in helping brands connect with customers, it has an eagle-eye view of organizations around the globe and how they provide service and support. The best service-focused companies worldwide receive monthly and annual awards from LiveHelpNow when they provide superior service. 

While Vyne Dental has received the monthly award at least 84 consecutive times, in 2020, it achieved a new level of success. Vyne Dental received the award for the best chat-based service provided throughout the (tumultuous) year. 

What’s the secret sauce to offering up award-winning customer support and service? Per Hess, Vyne Dental’s support team is “customer-focused — every decision, everything we do is based on the customer experience. We engage and are attentive, there are no long periods of waiting on chat, and we respond within a few seconds of each customer’s response.”

It’s hard not to develop a winning environment when the organization takes meaningful steps to help ensure clients win. But does that mean the customer is always right? Certainly not, but award-winning support and service are about creating and nurturing a partnership with every Vyne Dental client to achieve the best possible outcomes for the customer at every turn.

Those results show through to observers, like LiveHelpNow, Hess says. Of at least 10,000 organizations analyzed, Vyne Dental was among just a handful to receive the annual award in LiveHelpNow’s 11 to 25 agent category. 

 

More chat-based service and support options coming soon

Vyne Dental has employed chat capabilities to serve and support customers since 2013. When it first rolled out, Hess said his team received only a few chat requests per month. That number has since grown to more than 500 service and support-related chats per month. Four Vyne Dental support agents are assigned to manage chat questions throughout their shifts, and each can manage four customer chats consecutively. If those chat reps are overwhelmed, another is assigned to the queue immediately to respond to the need.

 Vyne Dental’s chat support has, to this point, only been used for support and service (mostly technical questions). Still, Hess says chat support is being added to all Vyne Dental products. Hence, customers encounter even less friction when they need help (accessible through a clickable button on every screen within a Vyne Dental product). A simple click on the chat link and live human-based support are enabled. 

Vyne Dental also has plans to enable customers to contact it with sales- and product-related questions from its corporate site, something not previously possible. Each of these steps means customers will have more ways to reach support and sales to get their questions answered and receive the level of service they want. 

As the level of chat-based conversations increases, the support team is finding additional ways to automate its responses by developing a knowledge base that service reps can use to respond to the same types of calls (for example, password resets) in the same manner every time. 

 

Phone calls are still crucial for connecting with customers

Even though chat is emerging as a valuable and efficient way to connect with customers, phone calls and phone-based support still have an essential place in Vyne Dental’s customer service plans, Hess says. 

“We can also support customers through phone calls even after they started the conversation through chat if needed,” he says. “We take whatever action is needed to support our customers; however, they need to be supported in the way that best meets their needs. So while we’re increasing our chat capabilities, our phone-based approach isn’t going anywhere. That’s still a vital option to helping our customers, and it will remain an important way to reach those that we serve.” 

 

Customer success starts at onboarding

Ultimately, Hess says, customer service is not a passive activity, nor is it something that should fall on customers to secure. Instead, quality customer service and support start at the beginning of the customer-vendor relationship — during client onboarding. 

The better the onboarding, the better the ongoing relationship. If product support, technical assistance, and training at the beginning of the relationship are poor, expect many calls from that customer throughout their relationship with your company, Hess says. Quality support doesn’t start or end there. 

Quality service, as recognized by the likes of LiveHelpNow, is baked into an organization. It’s an active effort, built day after day. Providing quality service and support requires a culture built on the innate ability of those on the service teams to love helping others, quality training of the people on the team, and their being insistent on rising to the challenge of the customer to procure the best possible outcome. 

The less friction for the customer, the better, Hess says. 

Every decision has the customer at its center. 

“We have a passion for helping people,” he says. “For example, my mom is 72 and would not understand our software, but she has expertise in working claims. Because she doesn’t understand our software doesn’t mean we can speak down to her because she has a different understanding of something we have. She knows claims better than we do, too. If you love helping people, that’s going to help you with your service-based culture. For those who really want to help the customer, good things typically fall into place.”

According to LiveHelpNow, that’s a whole lot of quality service and support that have fallen in place for 84 consecutive months.

 

© 2021 Napa EA/MEDX, LLC. All rights reserved.  All third-party trademarks and tradenames referenced are and remain the property of their respective owners. 

Vyne Dental is excited to announce an auxiliary, game-changing feature to its robust platform, Vyne Trellis™: a real-time eligibility tool via the existing feature of Patient Verification. Real-time eligibility is exactly that – an enhanced portal to receive the eligibility of new and existing patients within seconds of submission. 

Existing users of Vyne Trellis access this new feature automatically via pop-ups within the platform. First-time users of the solution can “take the tour” of the Patient Verification feature to begin their enhanced real-time eligibility journey. Once enabled, the solution walks you through adding patients for verification.  

When using the solution in your practice,  your claims management team can easily enter the patient’s personal information, including their name and DOB along with their provider information and any pertinent insurance plan details they may be associated with.  The solution generates a printable or savable version of the patient’s coverage levels and allowances that claims managers use to ensure appropriate coverage options for each patient and any coverage limitations based on the patient’s plan. This information is available to claims managers in near real time, which can help keep patient flow moving through the practice. 

Once a patient report is generated for a specific patient, that record stays in the database and claims managers can easily search for that person’s record. They will then have access to any past data connected to that individual. To learn more about this feature, schedule your demo at vynetrellis.com. 

As a resource, we’ve also put together FAQS on the benefits of real-time eligibility and how such capabilities can benefit your dental practice immediately. 

 

What is real-time eligibility?

Why does real-time eligibility matter to your practice? Patient Verification is crucial to ensuring the financial success of any practice.  Real-time eligibility reduces the manual time practice employees spend interacting with payers. Without the tool, the current limitations of verifying eligibility can be tedious, time-consuming, and stressful for those responsible for the task. Vyne Trellis and its real-time eligibility tool can alleviate those stressors. 

By and large, real-time eligibility enables practices to streamline a traditionally fragmented and manual process while improving patient service and ultimately, the patient experience. Additionally, practices with access to real-time eligibility are better informed on plan maximums, deductibles, care utilization, and the ability to verify whether specific procedure codes are covered under a patient’s benefit plan.

How does real-time eligibility add revenue to a dental practice?

Real-time eligibility verification helps you access information on the coverage dates of the patient’s policy. Real-time eligibility also can provide comprehensive insurance plan information that highlights patients’ co-pay and deductible information for their plan. 

Real-time eligibility also allows your teams to affirm out-of-pocket estimates and demonstrate any “extras” that the patient may have to cover on their own.

Doing the verification in real-time essentially means that dental practices do not “blindly accept” the data provided by the patient. Real-time eligibility verification also can be conducted even before a patient visits your practice. 

There are several other benefits: 

• Increasing claims payments: A successful claim submission process begins when the patient walks into your practice, Vyne Trellis helps make this possible with real-time eligibility verification.
• Better revenue cycles: Fluctuating plans and high patient deductibles make the task of verifying insurance coverage and benefits time-consuming and complicated. Real-time eligibility helps you verify and target your revenues. Vyne Trellis’ real-time eligibility provides reliable verification of a patient’s coverage level with a few simple clicks.
• Greater overall patient satisfaction: Vyne Trellis’s real-time eligibility verification means you’re able to streamline eligibility decisions and speak with patients on eligibility, coverage, and benefits that can be taken after a quick check with most payers. This is crucial because the amount and type of available eligibility information from payers vary widely.

Electronic eligibility checking helps dental practice leaders and administrative staff in many tangible ways. For example, dental practice personnel now have instant access to a patient’s eligibility. In the past, staff traditionally relied on phone or fax communications — now access this data instantaneously rather than waiting several minutes or hours. In addition, data from carriers is integrated within the EHR system, eliminating the need to work in multiple systems. Real-time eligibility also decreases the denial rate for reimbursement.

Real time eligibility also increases patient satisfaction because accurate coverage information reduces negative billing surprises and creates an audit trail of coverage checking, providing evidence of coverage.

For these reasons, Vyne Trellis’s real-time eligibility feature equalizes revenue cycle management for any dental practice that desires to improve claims management through real-time eligibility, tracking, and monitoring, and unifying claims, attachment, and eligibility requirements.  Vyne Dental is driven by the mission of making your patient eligibility simple and effective to provide a  seamless experience for your practice.  Learn more at vynedental.com.