Podcast appearances and mentions of laura hatch

It's Rev Alden's bday.  The Sunday school children collect money for a gift.  Laura stumbles upon a way her and Mary can double the money so they can buy the Rev an even better gift.  Things don't go quite as planned and now Mary and Laura have to answer for what they've done.  Plus we discuss the recent Little House reunion live chat and Meg's obsession with Twilight.

In this episode of "The Women in Dentistry" podcast, we have Ms. Laura Hatch! Laura brings a wealth of experience in managing and empowering team members, and will be sharing how to address gaps!

Ground Control to Major Dentists.Your Front Office Team. They da gatekeepers. They represent your brand - and your patient experience. Check out my kibbitz session with Laura Hatch, from Front Office Rocks. Learn how to invest in your team right here.   EPISODE: Your Front Office Needs to Rock! Investing in the Team Patient Retention Tracking Metrics   STAY CONNECTED Facebook | Twitter | LinkedIn www.coolmoneyshow.com | Read the Full Shownotes!

In this episode, Laura Hatch, an OG VBAC Link podcast listener, tells us about her 3 births with 3 different providers in 3 different hospitals. Those births include a vaginal birth, a Cesarean section with an anterior placenta, and a VBAC. Through her journey, she realizes how important it is to educate and advocate for herself - which led to her unmedicated VBAC. She discusses how important it is to have a team who is going to be supportive of your birth plan and to make AND act on the choices you make for you and your baby. Laura's written birth story ( http://www.thehatchhappenings.com/2019/10/bellamy-alyse-hatchs-birth-story.html?m=1 ) How to VBAC: The Ultimate Prep Course for Parents ( https://www.thevbaclink.com/product/how-to-vbac/ ) _______________ Topics/Keywords: anterior placenta, placenta previa, low-lying placenta, hypnobirthing Advertising Inquiries: https://redcircle.com/brands Privacy & Opt-Out: https://redcircle.com/privacy

Text ‘bulletproof’ to 33777 to stay in the know about all things Bulletproof, and buy the book HERE! Bulletproof Dental Practice Podcast Episode 157 Hosts: Dr. Craig Spodak & Dr. Peter Boulden Guest: Laura Hatch  Key Takeaways   Introduction Front Office Rocks Importance of Front Office Team “Walk a Mile in My Shoes” Challenge We’ve Always Done it That Way  Ideal Time for New Patient Call Questions from a Patient’s Perspective Delivering Happiness Potential New Patient Calls Respect the Phone, A Butt in a Chair The Dual Close Training, Guidelines, Scripting  Systems & Speaking from your Heart Dentists: Being Vulnerable, Being Leaders, Growing and Teaching The “Why” Importance of Training References Front Office Rocks  Delivering Happiness book by Tony Hsieh  Tweetable If you don’t have bats, you can’t hit a homerun. -Dr. Boulden In the absence of a system, people will create their own. -Dr. Boulden The experience starts before the first phone call. -Laura Hatch Give your team a reason to love you first. -Dr. Spodak We don’t have to have it all figured out, we just have to learn and grow together. -Laura Hatch

At Jumpstart 2020, we had the pleasure of talking with Laura Hatch who is the founder of Front Office Rocks, an online training website for dental teams. She is with us today talking all about how to build a better front office and how to support and build your team. 

As dental professionals, we all want to provide the best care possible for our patients. But, it's not just about your capability and skill as a dentist. Delivering ‘WOW' to patients starts with the front office team and making sure patients have a great experience from the moment they schedule an appointment to the moment they leave the practice. So, how can you make sure you're delivering a WOW experience to each of your patients? Joining me on this episode of the Delivering WOW Podcast is Laura Hatch, the Chief Vision Officer at Front Office Rocks. Laura is committed to learning how to manage and empower team members. She is a Fellow of the American Association of Dental Office Managers, a national and international speaker for dental authorities like AADOM, Patterson, and Mid-Atlantic Dental Society, and has been recognized as one of DPR's Top 25 Women in Dentistry for 2016. She and her team at Front Office Rocks help dental practices train their teams in a way that makes sense for them. They focus on patient retention and carry out training online through videos and webinars, which means you can train your entire team whenever and wherever your staff learns best, desktop, phone, or tablet. In this episode, we discuss: Tips to improve training processes in your practice Why you should always schedule a time for training The importance of investing in training Why investing in your team is the best investment you'll ever make The connection between the front and back office of your practice   Want to learn more about Front Office Rocks and their training? Visit their website and discover how they can help change the way you train your team! Don't forget to grab a copy of Laura's book, ‘Step Away from the Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service.' To explore other episodes and for more info go to: deliveringwow.com/173

Laura Hatch is the CEO of Front Office Rocks/ Team Training Being married to a dentist, she found herself managing a new startup in Baltimore and then again in Southern California. After seeing the same problems and need for continual training for the front office, she decided to create a team training that could be done anywhere. After opening up in 2008 in one of the most challenging markets in the country, she has learned a lot about start-ups in challenging environments. The key is to have a great attitude first and foremost. The way it was may not happen quickly, but you can prepare. It's a graduated system to get going. First of all, you want to check in with your team. Who's coming back, and who can't come back due to issues with kids. Start with your schedule and look at our high-risk patients likely to cancel, also look for small business owners or people who have high travel jobs that will get back to work quickly. Look for those who have needed to come in and are ready. You also need to be mindful of who is eligible for their insurance. With many people losing their jobs, they may not be able to come in for treatment due to cost. How do you approach team members that are hesitant? What was your culture before? You may choose not to invite some people back because other more qualified and high impact people will be available to hire. What advice do you have for startups? If you were a recent startup, keep running with what you've got. You were probably already working on social media, technology, and acquiring new patients. What should we do about new laws and regulations? We don't know how those will look currently, but we do not it will be a slow open. Lengthen the appointments to reconnect with patients, address new safety precautions, and give the patient assurances of their safety. In the front, we are not sure what changes will be necessary, and we will need to refresh ourselves on the operations and safety measures. Be mindful that some patients may be very scared. Turn off the news in your offices and keep the environment positive. Communication, team building, and anti-drama training is a great place to put your time. Another great training is productive scheduling and case acceptance. The last thing is to go over things that were giving you headaches before the closure to correct the issue before opening. How should we handle the modules? Have the team watch the same videos on their own, then set up a meeting on how to implement it in your practice. What about a curbside waiting room? It is a reception area, not a waiting room. There should be an adaptation based on the patient unless you prefer otherwise. What about high-risk patients having a designated time? That can be a great idea. We need to look at how we can adapt to accommodate as many people as possible. It doesn't matter what anyone else does, just do what works for you and your team. How should we keep the training momentum going after we reopen? New hires need one hour minimum training per day. For current team members, it is one hour a week on any kind of training skills. The recommended time is either first thing in the morning or right after lunch so that it doesn't interrupt production. You can also do it during a huddle or during cancellations. Team meeting times are a great time to apply the information as well. If you don't schedule it, it doesn't happen. Just get the person away from the production area. Doctors need to lead by example. How do I keep my team motivated? Ask your team what they want to work on to improve. Her next event will be in June in Indianapolis that will be live-streamed. Go to www.frontofficerocks.com/laura to reach out to her team for information and don't forget about the Nifty Deal What do you suggest to help get through this time? Use this to come out of it as a better person.  

Dental billing and insurance can be tricky to navigate. There are a lot of components to it from medical cross coding to claim submissions, patient billing, and so on. However, it doesn't have to be so complicated, especially if you're working with a company that caters to your individual needs such as D-TECH Billing and Claims. DeVon Banks is CEO of the company and joins me on this episode of the podcast to talk about what she's going to be teaching you at the Delivering WOW Live Summit 2020! DeVon is one of our highly-anticipated speakers at this year's event and we are so excited to have her and her team join us at the Summit in New Orleans, March 13-14th 2020. DeVon is an industry expert in insurance, revenue cycle management, and Dentrix. Her and her team at D-TECH Billing and Claims work tirelessly to help hundreds of dental offices across the country through practice management software training, dental billing, medical cross coding, and more. They take the headache out of technology management, so you can focus on what you do best – caring for your patients! In this episode, we discuss: How DeVon and her company helps dental practices grow through medical billing How medical billing is evolving in the dental industry Why a lot of dentists struggle with insurance and medical billing What type of things you can bill for that you might not be aware of What DeVon will teach at the Delivering WOW Live Summit 2020 If you want to find out more about DeVon and D-TECH Billing and Claims, you can visit the website here: https://www.dtechbc.com Have you got your tickets to the Delivering WOW Live Summit 2020? Don't miss the ultimate event for dental practices, taking place at Mardi Gras World in New Orleans, LA, March 13-14th 2020! If you want to come along and receive 12 hours of CE from speakers such as Devon, Sandy Pardue, Laura Hatch, Len Tau, and many more, get your tickets today!  

Why is the front office so difficult for many doctors? It's a lack of knowledge and the fear to say, “I don't know what I'm doing”. What are some of the most common questions? How do I deal with the doctors? The front does not get the same kind of training that a doctor may get. A lack of communication and a lack of training creates a big disconnect. There is no school for front office like there is for the doctor, hygiene, or assistant. Most of the time they have to learn as they go. Front office rocks has over 300 videos that focus on different topics and positions. Their coordinators work through the practice's individual issues and customize the track. Team members can watch together and learn. The hot topics are insurance, phones, and cancellations. There are three types of no shows: new patients, doctor production, and hygiene. Each has a different issue that must be addressed. The focus of doctors is production, but they need to focus on case acceptance. That falls on the doctors for responsibility to spend time with the patients to build trust and to show the need for treatment. The front needs to know the numbers, just like everyone else on the team. Knowing the metrics helps them to be more productive like the back office. In regards to phones, make sure the phones are being answered all the time by trained people. The phone is the most important piece of technology in our practice. How do we need to handle price shoppers? Don't give prices when possible. We can't diagnose over the phone and stress that they should be in the office for diagnosis. Try to turn calls into consultations. There are 3 ways to use or system: New hires, subject-specific, or as a team activity. If you want anything to change, you need time planned to make those changes. Ongoing training is important because we get beat up in our jobs and become frustrated, complacent, or need new skills. If you aren't growing, you're stagnant. Next year they will do events that are small, subject-specific events that include live stream option with CE. They will be a day and a half in three different locations. The information will be on the Front Office Rocks website. How do we get today's employees to be engaged? State your why, goal and focus. Allow them to buy into the goal and they will work hard for you.

Dr. Laskin and Dave talk to their guest Laura Hatch of FrontOfficeRocks.com about training and managing the front office staff in the dental space. Implementing training and continuing education.

Reese's guest on the Dentist Money™ Show is Laura Hatch. Founder of Front Office Rocks, Laura has plenty of advice on how your staff can quickly improve the way they serve your clients. When the phone rings, or when patients come to your office, is your staff doing enough to keep them coming back? Better customer service will help your practice grow faster and Laura offers a few ideas on how your staff can become more focused.

Laura Hatch is the genius behind Front Office Rocks, offering Dentist and Dental teams a training resource to help offices improve day-to-day operations and customer service. For 10 FREE ways to improve your marketing Text the word RESOURCES to 38470

What's up guys? Welcome to another episode of The Delivering WOW Dental Podcast. I am super excited to be on today. I am actually driving in my car. I am heading out from dropping my daughter to ballet. I just wanted to jump on spend a little while. We have had a crazy few weeks, one with wrapping up our Delivering WOW Summit so of course you guys have probably seen all the pictures if you were not there. It was an incredible, incredible special event. There were a lot of tears shed. There were also a lot of like huge celebrations, of wins, or practices that had grown over the last year by 30 or 40% from our inner circle. We also had a workshop helping practices understand the achievement cycle and seeing their gaps. Overall, it was just a great even with great, great speakers. We have since shifted our focus into the launch of our Platinum Mastermind. I can tell you, I am so excited about this program. Inside of our Platinum Mastermind, many of you guys have heard of it. I had this idea to actually teach all the things that we had been teaching in our inner circle. These are things like, "How do you create your vision for your next year, for your next three years? How do you get your team on board? How do you actually reverse engineer so that you work in a 90 day world?" I'm also looking at how can you put in accountability such as using tools like Asana, and Asana boards to actually get tasks done? How do you create scorecards that are created every single week by a member of the team so that you can look at things like production per visit, you can look at things like the number of new patients that you're getting, looking at things like your AR over 30 days percentage right? Is it within the goal that you set? It's been a really amazing year. Like I said, we decided to launch this platinum program. A lot of people really don't understand or know the full story or why I even decided to even do this. Just to kind of go into that a little bit because it is actually a crazy vision and a passion project of mine to be able to have like one place where people could come together with the top coaches. What has happened in the past is that if people needed help with sorting out for example their insurance, and understanding how to do medical billing, I would send them at Devon Banks, right? We've had so many people that needed to bring on a new team member, or change out their team members when they joined our coaching programs because they may not have had the right person in the right seat, or maybe they just didn't have the right person that fit in with their culture. We were sending people to Samantha Leonard right? We have had business boot camps in the past, and Glenn Vo has worked with these dentists and gotten them to be able to reduce their overhead by sometimes 1000 or even $2000 month. I was like, "Wouldn't it be really cool we had all of these people on one dream team helping out all of the practices?" Then I started thinking about who would the other coaches be? One of the people that I thought about was actually Gary Takacs. A lot of people are looking at how can I become fee for service? I thought about, "Well if we had him coaching people to become fee for service, that would be awesome. What if we had Sandy Pardue helping people with all of her great ideas that she has for how to get your schedule as efficient as possible? What if you had Laura Hatch on the team?" I reached out to all these people and they were like, "Yeah, definitely in." I said, "Okay, what would happen is that we would have different members of the team. We would be able to see what their gaps are. Then we would see which coach they need to work with based on their gaps." If they were, for example, a front desk person and they needed help with insurance, then they could just work with Devon right? If they needed help with understanding how to schedule, they would work with Sandy. If they needed help with case acceptance, they could work with Greg on case acceptance. The thought process was that the team members would each have whatever coach they need to work with, and again all within one program. It's kind of a really far fetched or crazy idea. I can tell you when I started coaching, I was paying about $3000 a month for my coach, and the coach was just coaching me. I just thought, "It would be great if I had somebody to come in while I'm being coached as being the leader and understanding profit margins and understanding the economics of running a business, people could also be training my team", which unfortunately I did not have. I had to figure out all of that stuff myself. Inside of the Platinum Mastermind, we're working directly with the doctors. We have [Shaquila 00:05:22] who is a mindset coach. She'll be working with doctors to help them to realize their full potential. We also will be working with the doctors so that they can understand their verbiage with case acceptance. We're also going to be working with the doctors as well, so that they understand how to get the right culture in their business, and the right people in the right seats, and really understanding the numbers and the metrics of running a business, and what happens when one number goes down and one number goes up, and how can you essentially look at lead measures versus live measures, how can you ensure that you are not waiting until the end of the month? Again, I'm really, really excited. We have been working super hard for this particular program. For me, I also wanted to make sure that the total experience of all of the members of our program would be a really great experience. Instead of utilizing a normal website or a normal software that delivers content or delivers training, I actually sought out this developer who is in Germany. I gave him my vision after doing a lot of research. I said, "I want an interactive elearning platform where people can actually have direct communications with their accountability coach and schedule a call. I want people to come in", so the doctor would come in, and they could now give access to their team members to get a coach. When the team members log into our platform, training platform, we could actually give them a diagnostic assessment to see how competent there are in their roles in the practice. From there, we can know their deficiencies. They would have a call with an onboarding coach who is also an accountability coach. We can actually customize and get them the right coaching that they need, instead of them trying to figure it out. The issue with a lot of elearning platforms is that there's just a lot of really good information, but it's not organized very well. There tends to be a lot of overwhelm. What we decided to do with the program was to again make it really organized where you would actually have each coach working within their own track, where there would be coaching sessions that would be going on streaming through the platform where the members can ask questions. Then this is really, really cool as well, as you guys know, I love Facebook. We have our Delivering WOW Facebook group. I was like, "What would be really neat is" that anybody that's going through that track, so say for example the dental assistant track with Trent, I was like, "Anybody that's going through that track, it would be nice to have like everybody to be able to communicate within that one track so that there's not a lot of clutter and confusion", which is what you see in Facebook groups, right? Then I was like, "You know what would be really cool as well is that you would have not only conversations within a specific track", so say for example all the doctors who are going through mindset coaching, that track again is a doctor only track for practice owners. Everybody would be like it would be private to those members, right? The other thing I thought would be really neat is that you could actually have communication within the platform across the job titles as well. Having like a communication thread with all of the office managers just talking amongst themselves. You don't have that benefit in a lot of the Facebook groups because everybody's like all over the place. Then the other thing too of course in Facebook groups, a lot of people are just giving their opinions. Sometimes it's good advice, sometimes it's like completely wrong advice. Having that one place where people could actually get advice from the people that are coaching and helping practices and speaking on these topics they've studied, they've done the work, they've done the research, many have written books, these would be the people that your team would have access to to be able to coach and train them. Again, I'm so excited about that. Of course, you guys know I love marketing. What we did was I actually decided to include our Facebook boot camp in the program. We also created Facebook campaigns that practices could run every single month. We actually give hundreds of images that you could use for social media. We have a Google Ads course that we're able to get from [Brent Allen 00:10:06] from Marketing 32, so we've got that course in there as well. We're also putting in some Instagram training from Jessica Emery, that's going to be there as well. Then what's really cool as well is that [inaudible 00:10:21] for many of you guys know her, she is phenomenal with marketing. She actually does marketing for a 40 million dollar dental group in North Carolina. She's actually going to be on every week doing a call helping practices with their marketing, and helping them with their campaigns and if they get stuck. What's really cool as well, one other thing is for people that are running Facebook ads and they're getting stuck, or trying to do funnels, because we actually have a funnel course included in the program as well. We actually have a social media manager who is a part of that track helping with support. I really tried to see how could I again just create one resource for everyone in a practice. For me I was like, "If all this program did was give practices the ability to be able to close one $5000 case a month, would it be worth it" right? "If it would be possible for a practice to be able to now have the ability to do more continuing education and to do more fun team building events because there was a lot more money coming in, because now there's accountability tools in place to make sure that revenue goals and different KPIs are being met, would it be worth it" right? Then I'm like, "I see what's happening with all of our inner circle practices, they're taking vacations all the time. If all it allowed the practice owner to do was to be able to spend time with their family, because now their teams are trained by the best people in the industry to train them, would it be worth it?" For me I'm like, "Absolutely, yes." That's why myself and my team have been working tirelessly on this platform because it's important. It's so important that we bring it to the marketplace. You look at even the amount of coaching, how much does it cost. I was even talking to [Shaquila 00:12:20] who is a mindset coach. She's like, "There's a lot of people that really need my help. When they come to me, they say that they're already spending $30000 a year with a coach. They can't afford to do both." For me in this platform I was like, "How can we get you everything you need in one place?" When you look at the cost of our program, so the program cost at the current time is $1200 a month, which is like so so little and just a fraction of what all of these coaches when you look at Okay it includes the Facebook Marketing, it includes marketing every month, it includes the social media manager, it includes in accountability coach. That's something that so many practices are lacking. They're in coaching programs, but there's no one to hold the doctor accountable. Even more so, for me, no one to hold the team accountable. If the team is doing things like reporting numbers on the scorecards and they know what to do when a number drops, then guess what happens? They can be held accountable, and the doctor can attend a once a week meeting with their leadership team who is like their office manager or financial coordinator or lead dental assistant, et cetera. The team can actually report to them the progress of the practice. That's when things get really amazing and really cool. We've seen that happen just time and time again with our inner circle practices, and even within my practice now going in for a one hour meeting once a week, those are called level 10 meetings. We actually teach you guys how to run those meetings as well inside of our platinum program. It's transformational guys. I am so excited again about having you guys in the program. I feel like every single dental practice needs to be inside of Platinum just because you know what happens when you have the right people training you? It makes practicing dentistry fun again. It makes the whole process of serving your patients just such a better experience because you don't have to worry about the business side of the practice. It's all taken care of. You might be wondering like, "Okay well is that cost the $1200, is that something that I can fit into my budget?" For me, when I look at expenses, for me the biggest expense is not actually taking action on what you have in front of you that can help you to be able to grow and scale your business, and give you time and financial freedom. Not having access to the training that can help you is one of those things that can certainly be a situation where there may be regrets, because again, it is a huge expense if you're not getting your team trained, if you're not billing things to medical, when they're not billing things to medical when they could be billed to medical, you're not understanding how to close those $20000 cases, and you're letting them walk through the door. That is probably the biggest expense that you could actually have. Again, I just wanted to come on and just talk to you guys about the why of why I created Platinum, and what my vision was, and why I feel so passionate about this project and this program. I know it's going to help people. This year at our Delivering WOW Summit, we had practices on stage. We're seeing a huge award called the WOW Award. That was for 30% growth or 20% growth while taking fewer clinical days in the practice. For me, I honestly I have a vision. Why am I doing this? My big why is to be able to see 200 practices on stage getting their award next year when we have our delivering wealth summit. I mean that would bring the biggest amount of joy to not only me or my team, but also all of the practice owners, all of the team members, and of course, all the coaches that have helped all of you on your journey. That's essentially what our Platinum Mastermind is. Again, I invite all of you to schedule a call with us, so we can learn more about your practice. Once you go to deliveringwow.com/platinum, you will be able to learn more about the program, all of the coaches that are there. If you're ready to get started, you can go ahead and just click the button and get started, and we'll get you in right away, get you onboarded with the onboarding coach, and start getting everything set up for your practice. Again, if you have any questions, or if you'd like to schedule a call, you can also do that on that page as well. Again, it's deliveringwow.com/platinum. All right guys, so again just wanted to jump on. I'm so excited about this program because we're going to be able to help you with all of those gaps. We have the who's and we have the right coaches. We have the right people that can train your team. You don't have to worry, we'll do all of that for you. All right guys, until next time, we will chat. Take care and keep delivering WOW.  

5:00  Employee Ingredients List - What makes the ideal candidate? 8:00 Let’s focus on team building. How can they best work together? 14:58 Laura’s 2nd Book will be coming in about a year but let’s talk about her FIRST book - Step Away From the Drill 20:22 Laura talks about other resources for the Doctor to understand what the front office is doing 24:26 Laura gives insight into tracking retention, new patients are great but what about the ones you have? 30:31 What numbers should you be tracking? 38:13: Why outsourcing benefits and eligibility saves money for today’s offices. It’s different than it was even 5 years ago. 42:40 Brief chat about trends that are coming and what dentists and managers should look out for. 45:45 AADOM and why it’s a big part of our industry 48:29 Dental Spouses this part is for you!   Links from Today’s Show Laura’s Book - https://amzn.to/2Ul9PJM Teresa’s Book - http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off) Rachel’s Book -  https://zrj88966.infusionsoft.app/app/orderForms/ROHBook?cookieUUID=d0d2dd4f-75de-4278-abd7-9f7c4173a3e0 Kevin’s Book - https://amzn.to/2Vu7pJ8 Rita’s Book - https://amzn.to/2EMRPmn AADOM - www.dentalmanagers.com  

A high performance team is a requirement if you are going to develop a world-class dental practice. In this Thriving Dentist Show, Gary invited his friend Laura Hatch as a guest to discuss the latest trends on training and investing …  

In this episode, FrontOfficeRocks.com founder Laura Hatch, BS, MS, FAADOM, stops in to talk about how assistants can team up with the front office to enhance the patient experience. Also, how can we get past the drama that can happen between the front and the back? Let's talk about it!

Laura, who is the founder of the Front Office Rocks online training platform, got her Bachelor’s degree in Human Resources and her Master’s degree in Organizational Development...Continue Reading...

AADOM Radio & Care Credit Present: Laura Hatch, CEO & Founder of Front Office Rocks Discussion of case acceptance from the front office perspective-Part 1. In this episode, Laura talked case acceptance and the things you can do as an office manager before the patient ever comes into the practice. Learning Objectives: Understanding that patients don’t decide on doing their dentistry on facts but instead on feeling. How they feel when they are in the office Case acceptance starts with marketing and handling the new patient phone call correctly Knowing experience is a huge factor of getting patients to accept dentistry and what that means Intention and verbal skills necessary specific to presenting treatment to get the highest chance of acceptance from the patient. More about Laura: Laura Hatch is the founder and CEO of Front Office Rocks, the leader in web-based front office training for dental practices. She is listed non-exclusively with several speakers’ bureaus, and speaks at events year round for well-known dental authorities like AADOM, Patterson, Mid-Atlantic Dental Society, as well as local dental societies. She has authored over 200 articles published in top Dental publications and websites like Dental Assisting Digest, Dentaltown, and Dentistry IQ. With a Masters in Organizational Development from JHU, she joined her husband, Dr. Anthony Hatch, as his office manager and grew two successful fee-for-service practices from scratch. Front Office Rocks was founded when Laura witnessed first-hand, the absent resources for dental front offices and the desire to share her successes with her fellow dental practices. As the leading authority on web-based dental front office training, Laura developed training methods consisting of established ideas, practical training, and proven results that can be easily implemented into any office.

AADOM Radio & Care Credit Present: Laura Hatch, CEO & Founder of Front Office Rocks Discussion of case acceptance from the front office perspective-Part 2. In this episode, Laura talked case acceptance and the importance of creating a great all around experience in the practice for the patient. Learning Objectives: Understanding that patients don’t decide on doing their dentistry on facts but instead on feeling. How they feel when they are in the office Case acceptance starts with marketing and handling the new patient phone call correctly Knowing experience is a huge factor of getting patients to accept dentistry and what that means Intention and verbal skills necessary specific to presenting treatment to get the highest chance of acceptance from the patient. More about Laura: Laura Hatch is the founder and CEO of Front Office Rocks, the leader in web-based front office training for dental practices. She is listed non-exclusively with several speakers’ bureaus, and speaks at events year round for well-known dental authorities like AADOM, Patterson, Mid-Atlantic Dental Society, as well as local dental societies. She has authored over 200 articles published in top Dental publications and websites like Dental Assisting Digest, Dentaltown, and Dentistry IQ. With a Masters in Organizational Development from JHU, she joined her husband, Dr. Anthony Hatch, as his office manager and grew two successful fee-for-service practices from scratch. Front Office Rocks was founded when Laura witnessed first-hand, the absent resources for dental front offices and the desire to share her successes with her fellow dental practices. As the leading authority on web-based dental front office training, Laura developed training methods consisting of established ideas, practical training, and proven results that can be easily implemented into any office.

AADOM Radio & Care Credit Present: Laura Hatch, CEO & Founder of Front Office Rocks Discussion of case acceptance from the front office perspective-Part 3. In this episode, Laura talked case acceptance and the importance of "The Handoff". She shared some tips and ideas on how to make this a smooth process between the clinical team and front office team. Learning Objectives: Understanding that patients don’t decide on doing their dentistry on facts but instead on feeling. How they feel when they are in the office Case acceptance starts with marketing and handling the new patient phone call correctly Knowing experience is a huge factor of getting patients to accept dentistry and what that means Intention and verbal skills necessary specific to presenting treatment to get the highest chance of acceptance from the patient. More about Laura: Laura Hatch is the founder and CEO of Front Office Rocks, the leader in web-based front office training for dental practices. She is listed non-exclusively with several speakers’ bureaus, and speaks at events year round for well-known dental authorities like AADOM, Patterson, Mid-Atlantic Dental Society, as well as local dental societies. She has authored over 200 articles published in top Dental publications and websites like Dental Assisting Digest, Dentaltown, and Dentistry IQ. With a Masters in Organizational Development from JHU, she joined her husband, Dr. Anthony Hatch, as his office manager and grew two successful fee-for-service practices from scratch. Front Office Rocks was founded when Laura witnessed first-hand, the absent resources for dental front offices and the desire to share her successes with her fellow dental practices. As the leading authority on web-based dental front office training, Laura developed training methods consisting of established ideas, practical training, and proven results that can be easily implemented into any office.

We cover a ton of material this episode: - Patient types - Employee types - Schein Summit and what technology is coming up - How Amazon/Pillpack and Best Buy/senior services could impact healthcare - Dealing with older parents - We do get a little goofy with high school reunion discussions! Links: Best Buy targets healthcare for seniors Amazon to acquire PillPack DiSC personality types Kevin's webinar with Laura Hatch of Front Office Rocks!

Early on while managing and running the front office of two scratch dental practices, Laura Hatch quickly realized that sufficient office training was key in running a productive and successful dental practice.Over the course of a few years, Laura founded and established Front Office Rocks. Today Front Office Rocks is the leader in online solutions for front office dental training.Visit https://frontofficerocks.com/

Welcome back to another fantastic episode of the Driven Dental Implant Marketing podcast and video interview series! We’re continuing our new series with one of the top influencers in the industry, Laura Hatch. Laura is a Dental Office Manager and the Founder of Front Office Rocks, an online training resource that provides online and video training for your front office team to be as efficient and effective as possible with a focus on improving customer service and boosting patient retention. Laura is committed to empowering dental teams to provide the best customer care to their patients by offering her first-hand knowledge and expertise to help improve the day-to-day operations within your practice. She is a member of the American Association of Dental Office Managers, and in 2016, Laura was recognized as one of DPR’s Top 25 Women in Dentistry. In the podcast and video, we discussed: [01:33] Understanding that the front desk (and the phone) are the most critical aspects of your practice for getting new patients through the front door [05:11] Why the phone should be viewed as the “lifeline to the outside” and how you can use your phone skills to increase the number of new patients coming to your practice [06:53] Always “respect the phone” and remember that you only have one shot to make a good first impression – so make it count! [08:48] Mastering the art of multi-tasking at the front desk, switching from one hat to the other and why you must always have the right attitude on the phone [11:00] Common mistakes your team make when handling the phone and how to overcome them [13:25] The power of saying YES to patients and not letting insurance or money dictate the conversation [19:33] Why you should treat every phone call with the utmost respect and how to take control of the conversation [22:40] To script or not to script? - the benefits and drawbacks of using a script [24:26] How to handle high-value cases with the ultimate goal of getting them to book a face-to-face consultation at your practice [26:27] Reducing and/or eliminating cancellations and no-shows [30:25] Why you should never judge a patient by their tone of voice, physical appearance or their day job [35:08] The most phone calls come in between 11am and 2pm so make sure you have someone ready and available to take calls over lunch [36:46] How to manage phone calls when you have a patient in front of you [41:15] The best time to call a patient that has got in contact with your practice via email [43:20] Dealing with leads that come in after hours or on the weekend and how to make scheduling appointments out of hours fun for your team [50:15] How to answer the “price question” and why you should focus on financial options rather than providing an estimated quote over the phone [59:15] Understanding that you can train dental, but you can’t train personality [1:00:55] How to negotiate with patients who are adamant about INS benefits [1:03:19] Why you should spend more time getting to know the person behind the call We hope you enjoyed our discussion with Laura and found as much value from it as we did.  If you would like to get in touch with Laura, you can visit Front Office Rocks, where you can learn more about her company, view free sample training videos and sign-up for dental customer service training for your entire team for as little as $5 per day!  If you would like to book a FREE Strategy Session with Charles, go to drivendentalmarketing.com and hit the big green button to schedule a 15-minute strategy session covering how you can implement a program to attract and convert more high-value patients to your practice. For more information on this episode click here.

Laura Hatch is known for training dental offices to have amazing customer service. White paper on going out of network: http://resources.frontofficerocks.com/outofnetwork Interested in joining a FFS Mastermind? Take our survey! FFS Mastermind Survery: https://goo.gl/forms/RqRGOG2Afim6LcGO2 Join our private Facebook group: www.ffsdentist.com

The Dental Hacks are joined again by Dr. Artie Volker, this time to talk about finishing and polishing composites! Once we get past the horrible Sean Connery impersonations, there's some really good information there! Then Jason speaks with Laura Hatch about office systems. It's one thing to have an HR manual but it's a whole different ball game to implement systems throughout your practice! Artie's links: http://www.directoryofdentalspeakers.com/project/arthur-volker/ http://www.dentcaredentaloffice.com/arthur-volker.html Laura's links: Front Office Rocks!

Episode 3 of the Dental Hacks Daily features Dr. Erin Elliott on implementing sleep dentistry in your office and Laura Hatch talks about telephone skills in the dental office. Erin's links: www.postfallsfamilydental.com/ ErinElliottDDS@gmail.com Erin on Facebook www.joinsleep101.com Laura's links:  Front Office Rocks!

Howard sat down with Laura Hatch of Front Office Rocks, Sandy Pardue of Classic Practice Resources, and Dr. Gina Dorfman of YAPI to discuss all things practice management, human resources, profitability, and more at this year’s Townie Meeting 2018!   https://frontofficerocks.com/ https://classicpractice.com/ https://yapiapp.co/

Laura Hatch from https://frontofficerocks.com/ (Front Office Rocks) is here today to talk about how it is not all about new patients and how to grow your practice without spending a ton of money. Laura is an experienced front office manager who has opened two successful practices. She soon discovered that there was a gap in training for front office team members and decided to fix that by opening Front Office Rocks.   Laura also has a new book out called http://a.co/bKpLFOu (Step Away From The Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service). Laura is a good friend of mine and an expert in customer service, phone, and front office best practices. We discuss how to use technology and a personal touch to keep your current customers happy, loyal, and well cared for while still creating a welcoming environment for new customers. You can find Laura here: https://frontofficerocks.com/ (Front Office Rocks) https://twitter.com/dentalrockstars (@dentalrockstars on Twitter) https://www.linkedin.com/in/laura-hatch-646740ba/ (Laura Hatch on LinkedIn) https://www.facebook.com/FrontOfficeRocks/ (Front Office Rocks on Facebook) http://a.co/bKpLFOu (Step Away From The Drill: Your Dental Front Office Handbook to Accelerate Training and Elevate Customer Service)   Show Notes   [01:54] Laura Hatch is an office manager who got into dentistry in 2002. She is in San Diego and opened a practice in a very competitive market. [02:35] She realized that there was no real training for office managers. She has had to hire employees and reteach them over and over. [03:09] She saw a pain point that there needed to be a way to teach new hires instead of insisting on hiring people with experience in a certain software product. [03:19] She started an online resource that offers training on how to do everything that is done at a front desk. She started this business about 5 years ago, and it has really took off. [04:12] Laura does everything online and also recently just wrote a book called Step Away From The Drill. [04:45] How dentists often throw team members into the role without any real training. [06:14] Front office people are the first and last impression for every patient. They are front office rock stars. [06:52] Investing in a team member is not a cost it's an investment. [07:20] As a team member, investing in yourself is one of the best things that you can do. [07:28] Complementing and respect also goes in both directions. Your doctor needs to complement you and you also need to complement the doctor. [07:50] The importance of getting the communication started. Dentists aren't actually trained in communication with team members in dental school. [08:42] Today, we're going to be talking about new patients. [08:55] Every office needs new patients to making sure your team does an amazing job on the first phone call is important. [09:17] How trying the new employee out on the phones is the worst thing you can do. [09:28] So many dentist are about new patient, but it's so important to keep your current patients happy. [09:50] If you're losing patience out the back door you're not growing. [10:25] You don't want your current patients to feel like they are just a number or a hole in the schedule that needs to be filled. [10:47] How important it is to retain your current patients. [11:56] Existing patients are more valuable than new patients. They already trust you and want to go to you. [12:40] Front office people need to let the dentist know if they need more help. They also need to be as efficient as possible. [13:11] Patients in the office and patience on the phone are both valuable. [13:48] The phone should be answered minimally Monday through Friday from 8-5. There are companies that can help answer phones. [14:23] People in the front need to be good at multitasking. [15:19] You can take care of all of the patients at the same...

AADOM's Annual Conference is over. Kevin and Teresa discuss exhibits, speakers & crowd demographics. Susan Gunn, Laura Hatch and other superstar speakers are discussed. Teresa talks about the insurance panel she moderated and reveals the takeaways. Conferences like Siroworld are changing the game but how was this year's? Did the Dentsply resignations have anything to do with that? Kevin's book "Battling and Beating the Demons of Dental Assisting" is out & getting attention from docs. Why does this pleasantly surprise Teresa? Fun stuff: Go see the movie "It"! Beam by Eyeclick - the exhibitor Teresa couldn't identify Kevin’s book: Battling and Beating the Demons of Dental Assisting Teresa’s speaker information AADOM MyPillow.com Be a guest on the podcast!

Howard brought back three amazing podcast guests for an epic group discussion on managing your phone calls, hiring and firing, watching the numbers, and a whole lot more!   Sandy Pardue, Senior Consultant and Lecturer with Classic Practice Resources, has consulted with offices throughout the U.S., Canada and Mexico.  Dentistry Uncensored #32 http://bit.ly/HowardSpeaks32 www.ClassicPractice.com   Laura Hatch is the founder and owner of Front Office Rocks a company with the goal of helping other dental offices train and learn new policies and procedures that her team and has proven very successful in making dental offices work better. Dentistry Uncensored #235 http://bit.ly/DentistryUncensored235 www.FrontOfficeRocks.com   Rohit Garg is one of the co-founders of Practice by Numbers alongside his wife, Dr. Aditi Agarwal, DMD.  Dentistry Uncensored #740 http://bit.ly/DUwHF740 www.PracticeNumbers.com

Sticking with the theme of good value for the money on consulting we follow up Laura Hatch with Travis Hornsby, founder of Student Loan Planner. Obviously student loans are getting out of hand and its probably the number 1 question students/new graduates have questions about. In this episode we dive right into the issues of how this happened, how to pay them off, and the options in which to do it.   I have to admit I was skeptical about this interview when we set up but was blown away with Travis. His wife is an MD so he has a unique relationship to the medial field. In addition, his fees for analyzing your loans and giving non-biased advice are super reasonable. His flat fees are $199 for an individual and $299 for a couple where they both have debt.   Reality is financial advisors and your family friend is probably the worst places to go to get advice on this subject. This is a great episode to share with friends! Below are some resources Travis gave me and remember to check us out at www.millennialdentist.com   Free dental school loan calculator download  https://www.studentloanplanner.com/free-student-loan-calculator/  Refinancing guide for all the places dentists want to check for rates:  https://www.studentloanplanner.com/refinance-student-loans/

[audio:http://traffic.libsyn.com/takacslearningcenter/TDS287.mp3] Podcast: Download | Play in a new window/mobile device Running Time: 62 minutes Systems are SO very important in a Thriving practice! In this Show, Gary interviews his friend Laura Hatch on Front Office Systems that are necessary for you…  

Laura Hatch is a Dental Office Manager in San Diego, California and the founder and owner of Front Office Rocks. She created Front Office Rocks with the goal of helping other dental offices train and learn new policies and procedures. Laura has a bachelor's degree in human resources and a master's degree in organisational development. In this episode, she gives us tips for how we can improve our patient experience, retention and profits through hiring and training great front office staff. We chat about: How to hire people who are a good fit The secrets to great communication with your staff Why the phone is the most important tool in your office How to handle cancellations elegantly The special role of the front of house plays in case acceptance And much more. Find out more about Laura: https://frontofficerocks.com/about-us/

Laura Hatch is a Dental Office Manager in San Diego, California and the founder and owner of Front Office Rocks. She created Front Office Rocks with the goal of helping other dental offices train and learn new policies and procedures. Laura has a bachelor's degree in human resources and a master's degree in organisational development. In this episode, she gives us tips for how we ...   Read more... This article is copyright ©  Dr Jesse Green The post 63. Wow Your Patients with Great Office Staff with Laura Hatch appeared first on Dr Jesse Green.

Do you know what's happening in your front office? Has your staff been properly trained to offer appointments, ask for payments, and deal with cancellations? In this Dentist Money™ episode, Reese welcomes Laura Hatch, founder of Front Office Rocks, an online resource for dentists who need specialized training for their team on all aspects of the front desk. Laura discusses the four most common challenges in the front office and their financial impact on a practice. She also offers solutions to improve communication within the office, strengthen your value proposition against the competition, and increase case acceptance.   Show notes: https://youtu.be/YgbnDtCDlTM www.frontofficerocks.com laura@frontofficerocks.com

Laura Hatch is the owner of www.frontofficerocks.com and serves as an office manager at a Fee For Service she co-owns with her husband in San Diego. Having built a PPO practice in her husband between 2002 and 2005 in Baltimore; then starting from scratch in San Diego with a Fee For Service practice, Laura knows a thing or two about how to handle the insurance driven mentality that is so pervasive in the dental community. Laura brings real life experience on items such as membership programs, front office training, PPO mentality, dropping PPO's, and much more office management items drawn from her own personal experience. We invite you to visit her website, www.frontofficerocks.com, and click on the "Ask Laura" link to connect with her directly. For feedback regarding this episode, or to make a suggestion about future episodes, please email our hosts Ben and Jordan at help@veritasdentalresources.com

Key Points at a Glance Ms. Laura Hatch, Founder of Front Office Rocks,in conversation with Naren Arulrajah Started out as office manager at husband’s dental practice in Boston, later moved to San Diego, Ca Started Front Office Rocks as a training resource for dental teams Bad phone calls Don’t be insurance driven, put the patient […] The post Putting the patient before insurance | Ms. Laura Hatch appeared first on Growing Dentist Podcast Show.

Whether you agree or disagree, your front office team can make or break your dental practice if you neglect the very important role they play in your business. So in today's episode, I've brought in Laura Hatch to help you (and me) really understand and harness the power of a motivated and effectively managed front office team.  Laura is a Dental Office Manager in San Diego, CA and the founder and owner of Front Office Rocks, a training resource developed for dentists who need specialized training for their team on all aspects of the front desk.--- Send in a voice message: https://anchor.fm/tbonespeaks/message

The one thing that separates the just OK dental practice from the top performing dental practice — is a great front desk. Unfortunately, it’s not always easy to get this right. New employees come and go. Front desk training is often neglected. There are a million of other things needing your immediate attention. Yet the reality is, your front desk is often the life of your dental practice. It’s the first touch point for new and old clients alike. Today’s guest has mastered the art of front desk training, and has helped hundreds of practices improve their bottom line through intensive online front desk training. Laura Hatch is the founder of Front Office Rocks, an online education training program, designed to help dental practices train their front desk staff. With over 180+ videos it’s one of go to resources if you’re looking to train your front desk staff. If you enjoyed today’s episode, you’ll love the New Patient Flow Guide from Laura Hatch.    Get that here. Here are a few things you’ll discover in today’s episode: The one thing you should NEVER say when answering the phone. Why most dental practices fail in customer service. The secret to having great staff meetings. How open door communication can make or break your dental practice. Why good dentistry is like a “performance.” The importance of an “always be improving” mindset for your team. How to reduce resistance when implementing new procedures or training. The biggest mistake most front offices make and how to fix it. Why your “numbers” shouldn’t be your main focus. How to get the staff to “buy in” your your dental practice mission.    Free Episode Bonus: Ready to improve your front office’s systems and processes? Then you’re going to want Laura’s ‘New Patient Flow Guide’. Click here to access that now. Quote: “People have more expectations from dental offices than ever before….. You need to remind them why you’re great.” – Laura Hatch Resources: Front Office Rocks Ask Laura Contact Laura   Support The Show: Without you, Ambitious Dentists, this should wouldn’t exist. If you enjoyed today’s episode, please go here to give the show an honest rating and review in iTunes. This allows me to evolve the show as it goes on, and also helps spread the word to other podcast listeners since iTunes promotes shows with active engagement.

Laura tells us how to utilize our Office Manger. This person can connect with their Doctor and help organize and communicate with the patients and team. Laura has designed training programs for Scheduling, Receptionist, Treatment Coordinator, Financial Coordinator and Office Manager.  You can check it out here https://frontofficerocks.com/.

If you are not sure how to train your Admin staff, Front Office Rocks can help. Laura has designed training programs for Scheduling, Receptionist, Treatment Coordinator, Financial Coordinator and Office Manager.  You can check it out here https://frontofficerocks.com/.

•Importance of training •Morning Huddles  •Hand offs •Great Staff Communication  •Staff support doctor and doctor support staff  •Use of headsets in the office  •Much more     I have a bachelor’s degree in human resources and a master’s degree in organizational development. What is that, you might ask? Basically, I have spent years learning how to deal with people in the context of an organization. Before entering the dental field I was a retail store manager, outside sales person, and technical recruiter. After graduating dental school, my husband Tony asked me to help him run is scratch dental office.    We opened our first practice in January 2003 outside of Baltimore, MD. With some more advanced training from a great dental training company, we took our practice from $0 with 0 patients in 2003 to about $120K a month in collections in 2007.   In January 2007, we took our entire staff to Carlsbad, CA (north of San Diego) for hygiene training and fell in love with Southern California. We sold our house and our practice and moved across country with our two young kids. For about a year, I worked in another dental office and quickly realized that without good management, working in an office is not fun. My husband and I opened our second scratch practice in June 2008, in San Diego.   My point in sharing all of this is that I have had experience as an observer of dental offices, an employee in other offices, and finally as a manager for my husband’s practices. (I use the phrase “my husband’s practices” because I believe these are (or were) his practices, 100%. He’s the one that went to dental school for four years and he is the owner of our current practice. I am his Office Manager and as such, view my role as helping him reach his goals as the owner. It is not my practice! I do, however, understand the importance of the Office Manager’s role in kicking her doctor in the butt every so often! And you’ll see that theme time and again in my training and website.)   The first time we opened a scratch practice was in 2003, in Maryland, when the economy was stronger and selling patients on treatments was much easier. We opened our second scratch practice in 2008—right after the recession. And we are only 20 minutes from Mexico, where patients can go to get much cheaper treatment. So we have had out share of challenges getting a new practice to succeed, just like many of you.   Several years on, I’m happy to report that we are generating over $200K a month in collections as a fee-for-service office, with an average of 60–100 new patients a month. I run a staff of over 15, which includes three doctors, four RDHs, three dental assistants, and four employees at the front desk.   I am now the founder and owner of Front Office Rocks. I created this company with the goal of helping other dental offices train and learn new policies and procedures that my team and I have proven are very successful in making dental offices work better.       www.FrontOfficeRocks.com   (800) 914-3595    10755 Scripps Poway Parkway Suite 413 San Diego, CA 92131

Laura Hatch can help your front desk collect more money, reduce patient cancellations and failures and fill your schedule. #notkidding In episode 35 we talk about some specific scenarios where the training videos produced by Front Office Rocks can help. 10 years from now, dentistry will look like... That's what the Brain Trust is discussing in episode 35. In this little time capsule we wonder if we'll have any more or less specialties in dentistry and how independent private practice may look like in 10 years. Some links we talked about in episode 35: The Future's So Bright by Timbuk3 Design Ergonomics dental practice design RevenueWell dental practice marketing and communication solutions If you have any questions or comments for us please drop us an email at info@dentalhacks.com or find us (and like us!) at www.facebook.com/dentalhacks. Or, if you prefer...give us a call at (866) 223-5257 and leave us a message. You might be played in the show! If you like us, why not leave us a review on iTunes? It helps us get found by like minded people and might even help us get into "What's Hot" in the iTunes store! Go to this link and let the world know about the DentalHacks! Finally, if you aren't an Apple person, consider reviewing us on Stitcher at: stitcher.com/podcast/the-dentalhacks-podcast!

So how do you train your front desk staff? It's not like you know how to do all that stuff. Nor do you have time to learn it. That's where Laura Hatch comes in. Laura is the founder of Front Office Rocks, an online training site specific to dental front offices. In episode 34 we talk to Laura about how she became a front office rock star (FORS) and how she wants to help dentists create practices with office systems that run like a well oiled machine! What do you think dentistry will look like in 10 years? That's the question we asked the Brain Trust in episode 34. Dr. Lance Timmerman and Dr. Melissa Zettler join Jason and Alan to talk about what the future of dentistry looks like and where we'll be. (Hint: Timmerman mentions real estate. Twice.) If you have any questions or comments for us please drop us an email at info@dentalhacks.com or find us (and like us!) at www.facebook.com/dentalhacks. Or, if you prefer...give us a call at (866) 223-5257 and leave us a message. You might be played in the show! If you like us, why not leave us a review on iTunes? It helps us get found by like minded people and might even help us get into "What's Hot" in the iTunes store! Go to this link and let the world know about the DentalHacks! Finally, if you aren't an Apple person, consider reviewing us on Stitcher at: stitcher.com/podcast/the-dentalhacks-podcast!