Episode 30
30: "How Much Will My Insurance Cover?" Answers to the Hardest Question - Laura Hatch
One of the toughest questions that a dentist has to answer is how much will my insurance cover? This is a question that gets asked all day long. every day. Front office rockstar Laura Hatch from the online dental training service Front Office Rocks is here to give specific answers on how to tackle this common dental question and more on this enlightening episode.
Laura and I met a few months ago. I kept hearing great things about her, and I started watching the Front Office Rocks videos, and I was super impressed. She sheds light and gives great insight on all of the key questions in a dental practice. I knew I had to get to know her, and I am super happy to chat with her today, and answer all of those tough questions that come up when running a great practice.
You can find Laura Hatch here:
Front Office Rocks on Facebook
Show Notes
[03:19] Laura is a dental office manager wife. They started two practices with no training. They opened two practices from scratch, and Laura realized that there was a market for front office training.
[04:12] She started Front Office Rocks as a resource for dental teams.
[04:32] She is all about helping the team with the nitty-gritty details.
[05:46] Implement is the key. I share best practices that we do in our office.
[06:15] Every patient thinks insurance will cover 100%, but it won't. In the office, we have to deal with explaining the difference.
[06:41] We really have to understand why the patient asks this insurance question and then understand how to answer it.
[07:01] Understanding the why.
[07:45] It's a surprise to patients when they find out that insurance isn't going to cover all of their treatment.
[08:09] I like it when patients ask questions about insurance, because that means that they are in the buying cycle.
[08:32] We need to help the patient through these questions, so that they can get the dentistry that they need done.
[09:02] Getting the team super clear.
[09:15] Being insurance savvy versus insurance driven.
[09:35] Practices need to understand and know insurance.
[10:30] What the patient needs the patient needs. We have to change the way that we think about insurance in our practice.
[11:10] Put into perspective who you work for. You work for the patient, you work for the doctor.
[13:44] Changing the culture of putting insurance first.
[14:41] If your booked up, you can consider getting out of network.
[17:10] People don't love what dentists sell. Dentists are healthcare providers, and they need to convey that what they do is best for the patients.
[18:22] The buying process. Patients are considering work when they ask their questions as part of the dental work buying process.
[19:23] Dentists need to answer the patient's questions to get them to the buying decision.
[23:48] Acknowledge what the patient ask you. Then repeat the treatment plan.
[24:25] We need to understand that patients are going through the buying process when making the decision to have the treatment done.
[29:09] When the patient says you're supposed to know everything about the insurance. Remind them in a polite way that your ultimate goal is their dental health. We do the best we can to keep up with insurance but they are always changing and always trying to find ways to save money.
[31:01] Do your work up front. When a patient comes to you find out the real story and convert them into your patient. You are either their dentist or you are not.
[32:07] It is up to us to communicate properly. The entire team needs to believe that money spent in your office is the best money spent.
[35:54] To get out of insurance networks, slowly start cutting your worst provider.
[37:57] Don't present the insurance payments and the treatment plans at the front desk.
[40:56] Dentist offices need to have a treatment planning room, because there needs to be intimacy when planning out the financial details.
[41:19] Self-image and self-esteem problems in dentistry. Train people to communicate confidently.
[46:51] It's not your job to anticipate what the patient will say. It's just your job to tell the patient the truth. Detach yourself from what you think the patient may say.
[47:26] Being an insurance friendly office. Yes, we work with your insurance. Let me ask you a few questions.
[51:49] We need to continually invest in our teams. Remind the team why you are here, and don't be insurance driven. Keep your eyes on the big picture. Continually build up and remind your team of their purpose.
Links and Resources:
Front Office Rocks on Facebook
