0:02 So Clinic Boost podcast, what sets apart the leading clinics from the rest? What's today's topic? Today's topic, one of our clients receptionist is leaving the team next Tuesday.
0:15 So what we are trying to achieve here is to transfer her skills, not her mistakes, Right. To the next hire.
0:25 And what is the best practice on this and what is the best way, how, how to do this, right? Yeah.
0:30 Well, in today's world, Manuel is quite easy. I've seen this used in other industries, but very rarely in the medical travel or medical private medical industries like dental clinics and cosmetic clinics and so forth, is to make a video standard operations procedure.
0:45 So to not have it written in documents, but document every single thing that the person does who's leaving. Mm-hmm. , record it in a video and put it somewhere in some type of portal.
0:55 So in my own clinic, I use a software called Help Scouts. Mm-hmm. . And we have a documentation videos, images, and documents all there for the team.
1:04 But, but it doesn't have to be paid service? No, no. Literally use let's say YouTube and upload it as an unlisted video.
1:13 So nobody else can see it. Only the members who has the link. Yeah. And in previous previous company we use Basecamp.
1:22 Yeah. Okay. You know, for that similar here, and here's a quick example. You probably see it on the screen. We use a software clinic boost called Kajabi mm-hmm.
1:30 for, for creating learning material for the clinics that we work with. And what I did last week, just to help the clinic that we're working with, is we documented the whole procedures of their patient advisor.
1:42 You can see a patient advisor, documentation, the receptionist, and also the treatment coordinator. Yep. So, very simple a little bit at the beginning, I put about this training portal, of course they're not supposed to share it with other companies.
1:55 Yeah. Frequently use medical and clinic words, especially if the person coming into the clinic is not used to the medical terms which you use.
2:02 So in dentistry, things like implants, bridges, crowns, veneers the difference between the, between them all, how to watch this operations portal.
2:11 And then for every single role, because every single clinic is different. There's some just examples here of what that role may be doing in the, in the, in the day.
2:21 And a very good one here is called ler. For here, patient advisor. A day in the life of, once you record a day in the life of the receptionist video, you'll know the roles, what she does, and you can then separate them into separate videos and training.
2:34 And, and, and what I want to say here, like it might sound to like, ah, this is a lot of work.
2:40 I don't wanna do it. But imagine how many times you already onboard it. I mean, we are working with one of the clients with us more than two years, they would had like four or five new hires already.
2:52 Yeah. We to train them for weeks every Single time, every time they need to do it again, same type of questions.
2:58 So imagine how much time would you save with just showing them one link to some Google Drive or whatever platform would you use where they would have all these videos.
3:09 So they would just watch it and it's already done onboarded. Of course you need to some Other testing. Yeah. Yeah.
3:16 But also it takes the time of your staff, cuz your staff has to not focus on their core job, but have to actually focus on this new, new person and train them for the next few weeks.
3:24 And then of course backlog happens. The follow ups are not being done. Case the case studies are not being done, the consultations are not being followed up with.
3:33 Bang. It's not the way we want clinicals clinics to be. So, so here we go. And then the last bit of this operations manual is just a little bit about communication, especially because in clinic most we deal with the, the roles of the non-medical team.
3:48 Mm-hmm. , which is very much communication focused, communication with patients, potential patients, and also with the team. So here of course is the accountability.
3:56 What happens on the daily, what do they need to report daily? What's, what's the weekly catch up about the monthly evaluations?
4:02 And then of course communications, what to do if you're late, if you're ill, what to do if you want to finish working if you have an issue.
4:09 So conflict with someone else in the team and reasons, basically reasons that we can fire you. So it's all communicated at the beginning to this hire in the first week.
4:19 And you could actually, even in Kajabi, I know you could build tests, but you spoke about doing it in Excel or whatever mm-hmm.
4:25 , you could think of your own little test to test them on these subjects before they actually start working full-time yours.
4:32 Exactly. Yeah. Yeah, because I mean, just to imagine the difference if let's say you wouldn't have this, right? So your old receptionist, they would just teach the new hire their, their old habits.
4:47 And I assure you there would be some, Oh, you don't need to do this, we don't do this here. Like, don't worry.
4:54 So, and the source of these, these KPIs or what is important, what is not is this old receptionist who is leaving.
5:01 It's not you. Yeah, exactly. And that's a big difference, right? So Yeah. So that's our best practice, I guess of the day.
5:09 Very how do I say? It's not a best practice that is going to bring you in thousands more big cases of patients, but it will save your team time, it will improve the patient journey.
5:21 And the outcome of improving the patient journey is always more patients, better patients, happier patients, and a clinic. That's, that's the growth.
5:30 We know that from the clients we work with. So Absolutely. Super. That's all for today, so hear you on the next podcast.
5:36 Okay. Bye.