Ask TBone – Building an Effective Front Office Team


The people you assigned to your Front Office are the ones your patients see first upon entering our practice. Your Front Office team is also in charge of building rapport when a patient engages with them. Naturally, you want your Front Office team to be inviting and always say the correct answers to every patient’s query, whether it’s about a treatment plan or a scheduled appointment. The last thing you want to happen is to lose a case because your Front Office improperly handled a patient’s concerns. 

What positions are critical for the Front Office? What’s the best way for them to interact with patients?

Today, we answer some of the common questions most dentists have regarding building an effective Front Office team. We discuss the Front Office’s critical roles and what to look for when hiring someone for them. We explain why the office manager should be the last person you should hire and the qualities and traits you have to look for in a treatment coordinator. We describe the proper way of discussing the treatment to patients. We also share our thoughts on insurance and how to form a business team around it.

The number one vision is your patient should never be left alone.” – Tarun Agarwal

This week on T-Bone Speaks Dentistry Podcast:

  • The two main styles of dental practices.
  • The type of dentistry we want dentists to do and why.
  • Front office positions critical for maximum patient engagement.
  • Why the office manager should be the last hire.
  • Why you don’t have to answer every phone call.
  • What you should look for in a treatment coordinator.
  • Scheduling problems and how to avoid them.
  • How is the treatment presentation handled?
  • How the treatment coordinator should explain the treatment to patients.
  • Insurance and how your business team should handle it.

Our Favorite Quotes:

  • “It’s important for all patients to eventually meet the treatment coordinator.” – Tarun Agarwal
  • “We need to redefine where check out is completed.” – Tarun Agarwal

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Thanks for tuning into this week’s episode of T-Bone Speaks Dentistry. If you enjoyed this episode, please head over to Apple Podcasts or Google Play Music to subscribe to the show and leave your honest review. For more great content and helpful tips to grow your dental practice, visit our website. Follow us on Facebook and LinkedIn, subscribe on YouTube, and don’t forget to share your favorite episodes with other dental practitioners.

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