Remote Team Members: Navigating the Process of Hiring, Training, and Onboarding – Part One
Many dental offices are struggling not only to find but also to retain qualified front office staff. Most of the time, we hope the candidates will return our calls for interviews, show up for working interviews, and, more importantly, they will stay longer than 3-6 months after we hire them.
Hiring, training, and managing front office staff can be time-consuming, costly, and stressful. Moreover, front office staff are often overwhelmed with multiple tasks, such as answering phone calls, scheduling appointments, verifying insurance, billing, collecting payments, filing claims, etc. This can affect the quality of patient service, patient satisfaction, and the amount of practice productivity and collection.
The Benefits of Hiring Virtual Dental Team Members
One solution to this problem that most offices need to be more familiar with is hiring dental virtual team members. Dental virtual team members are remote workers who can perform various front office tasks from anywhere worldwide, using online tools and software.
Dental virtual team members can provide many benefits to dental offices that either lack front-office help or need additional support for their practice, such as:
Saving Money
Hiring dental virtual team members can reduce the overhead costs of hiring, training, and maintaining in-office staff. Dental virtual team members typically charge lower rates than in-office staff and do not require benefits, taxes, insurance, or office space.
According to multiple companies that provide dental virtual assistance, dental offices can save ~40% compared to hiring in-person.
Saving Time
Hiring dental virtual team members can save time for both the dentist and the in-office staff.
Dental virtual team members can handle the routine and repetitive tasks that take up a lot of time, such as making and receiving phone calls, confirming appointments, sending reminders, following up with patients, and so much more. This can free up time for the dentist and the in-office staff to focus on more important and revenue-generating tasks, such as providing quality care, building relationships, and growing the practice.
Increasing Efficiency
Hiring dental virtual team members can increase the efficiency and productivity of the front office. Dental virtual team members can work flexible hours, meaning they can cover early morning phone calls or help answer those after-hour emergency calls for providers.
They can also handle multiple tasks at the same time due to the fact they are not sitting in a busy office setting. They can also use the latest technology and software to streamline the workflow and communication.
For example, there are several companies that provide full-time virtual employees who are trained by dental office managers and leaders with over 25 years of experience who are familiar with most PMS systems and software programs. The companies also use a cloud-based phone system, a secure VPN, and a dental software of the client’s choice for the virtual team member to use when performing various front office tasks.
Improving Quality
Hiring dental virtual team members can improve the quality of service and patient satisfaction as they take the time needed to answer questions, address concerns, or just make the patient feel more comfortable since there isn’t another patient standing in front of them.
Dental virtual team members can be trained and specialized in dental front office tasks, and they can provide professional and courteous service to the patients. They can also help reduce errors, mistakes, and delays in the front office processes, such as insurance verification, billing, and collections.
If an office would like to offer more formal training to their virtual team members and in-office staff, in customer service or phone skills to scheduling effectively, there are some great online trainings to help. For example, Front Office Rocks is a company that provides dental team training through online video courses that cover any question the front office staff may have with expert solutions and practical advice.
Hiring dental virtual team members can be easy and convenient, but how do I know if I am ready, and if I am, and how do I get started?
How to Start the Virtual Hiring Process
Here are the first couple of questions to get you thinking, and if you are ready to hire, follow these steps:
Identify Your Needs
The first step is identifying your needs and goals for hiring dental virtual team members:
- What tasks do you want them to perform?
- How many hours do you need them to work?
- What skills and qualifications do you require?
- What software and tools do you use?
- What is your budget and timeline?
Find a Reputable Company
The next step is to find a reputable company that provides dental virtual support. You can search online, ask for referrals, or check reviews and testimonials.
You should look for a company that has experience and expertise in dentistry, offers a variety of services and roles, has a pool of vetted and trained dental virtual team members, provides ongoing support and quality assurance, and has a transparent and fair pricing model.
Interview and Select Candidates
The final step is interviewing and selecting the best candidates for your practice. The company you choose should provide you with a shortlist of candidates that match your criteria and arrange and host the interviews for you.
It would help if you looked for candidates who have the skills and qualifications you need, a good command of English and communication skills, a reliable internet connection and equipment, a positive attitude and work ethic, and fit your practice culture and vision.
Let the Virtual Hiring Begin!
Hiring virtual dental team members can be a smart and effective way to solve the problem of a shortage of front office staff. Dental virtual team members can help your practice save money, save time, increase efficiency, and improve quality.
By outsourcing some front-office tasks to dental virtual team members, you can focus on your core competencies and grow your practice.
About the Author
Rebecca Herring, FAADOM
Rebecca is a Chief Operations Officer and dental coach focused on transforming team members using their skills to enhance and develop their current skill sets. Rebecca is focused on empowering her team members and clients to make decisions and take actions that bring them closer to their ultimate vision by being a positive team motivator.
She is focused on increasing front office protocols, refining the fundamental solutions to develop a patient centered and customer service driven practice without sacrificing service-oriented care. Rebecca is known for showing teams how to transform team members’ best intentions into enduring relationships that result in trust, treatment, health, productivity and profit.
Rebecca has worked as a front desk coordinator, insurance specialist, office manager, practice administrator, Director of Operations and Chief Operations Officer. Her 15+ years in the dental field brings firsthand knowledge of what it takes to be successful.
Rebecca has provided leadership and transformational training to small and large practices and empowers teams and individuals to maximize their potential. She helps them identify their (often) hidden potential and cultivate growth strategies to propel them to their potential greatness. Rebecca is focused on creative communication and leadership to empower dental professionals with proven, effective, and easy-to-implement strategies for success and profitability.
She is a Lifetime member of the American Association of Dental Office Managers (AADOM), is acting Vice President for her local AADOM chapter, attained her Fellowship with AADOM in 2023 and will graduate with her Masters in September 2024.
