Blog
Blog
 
 
 
 
 
 
 
 
 
 
 
Blog
IDOC actively shares industry-focused articles, blog posts, podcasts, videos and other thought leadership with our members and other optometric practitioners. Below, you will find links to our growing library of educational materials and multi-media assets written and created by IDOC's team of seasoned industry experts.
Patricia Basile | 4/23/2019
FIVE WAYS YOUR BUSINESS WOULD BENEFIT FROM CROSS-TRAINING

Smaller practices that have fewer employees have always cross-trained out of necessity. These practices may have only one person to perform the duties of receptionist, technician, biller and optician. As practices grow, they tend to look for people to “take over certain functions” and begin to specialize the positions in the office. A better path is to add another highly motivated staff member to “clone” that one great person that has been doing everything. I have always been an advocate of cross-training, so I really love the idea of one staff member greeting the patient, pretesting, scribing and then fitting them for eyeglasses and ordering their contact lenses. Imagine the capture rate your practice could realize if this one technician heard all of the patient’s concerns about their vision and their eyewear and stayed with them through the entire visit including frame and lens selection. I spoke with such a practice this week and their capture rate is over 70%! This is the magic of building trusted relationships and providing truly personalized health care.

Here are five of the advantages of cross-training:

  1. Produces consistent coverage across vital positions. Vacation coverage, PTO days, flexible scheduling are all handled with more efficiency.
  2. Encourages a greater sense of team work. Each team member knows the challenges faced by the other staff members, since they perform all of the same functions.
  3. Results in a greater appreciation for the overall operation. It is much easier to see how important each step is to the experience the patient perceives.
  4. Provides a valuable way to identify situations where training, coaching and/or rewards and praise may be warranted.
  5. Prepares the employees with leadership abilities for management roles

I have recently had several experiences at different doctor’s practices and I always take notice of the care I receive. I will always prefer the office where the person who answers the phone tells me their name, the person performing tests tells me in advance what they are doing and what to expect and I love when I have the same person moving me through the process. The practices at the other spectrum have employees that will not even look up from what they are doing when you enter. They silently (professionally, but silently) go through the paces of each of the tests or measurements they perform engendering no sense of goodwill. They will end up with patients that dread going there or worse, stop going there.

As a matter of efficiency, you are much better equipped to handle rush periods, staff shortages and personnel issues if everyone in the office is held to the same standard and can perform the same tasks. But the greatest impact it has is on the elevated level of patient care. Your patients will leave your practice feeling very well cared-for and when that happens you feel a wonderful sense of satisfaction.

People First, Always!

If you are an IDOC Select or Advisor member, you have a trusted partner with the resources to help you get past the most stubborn obstacles. It would be my pleasure to speak with you about these issues or any others that the IDOC Consulting Team can help you with.

Pat Basile

IDOC Optical Management Consultant

https://meetme.so/PatBasile

Patricia Basile
Optical Management Consultant
Pat Basile has extensive experience in sales, customer service, management and laboratory operations in the optical field. Licensed in Connecticut and certified by the ABO and NCLE, she has had great success in developing and implementing growth plans, providing training and leadership to achieve greater sales and productivity results. She believes that the consumer is much better served by the personal care provided by small, independent and caring optometric practices. Pat will listen to your concerns and help you identify those things that can be done to bring your practice to the next level. Some of these things may include training and setting goals for sales and customer service, inventory management and frame board management.
Trending Blogs
 
 

1/14/2021 | Author: Ximara Vega

Every year people tend to make goals for the upcoming new year. Somehow a new year inspires others to reinvent themselves in some way and like most initiatives, they lose their luster after a few weeks. I was supposed have rock hard abs like 3 years in a row. If ever... Read more


10/15/2020 | Author: Geronda Wollack

A friend of mine was out in the job market and applied for a job as a Dental Assistant. She called me for some advice around interviewing, and during our conversation, she mentioned a shocking reality. She said, "Geronda, there were a few companies that I was interested in, but the job... Read more


9/24/2020 | Author: Maddie Langston

By now, most of us are familiar with online reviews and understand their reach and influence, particularly on Google, Facebook, and Yelp. As a marketing consultant at IDOC, I work with optometry practice owners and managers to increase the number of new patients at the practice, retain... Read more


9/11/2020 | Author: Geronda Wollack

During a phone call with my favorite sister (now, let's not share this with anyone else), she shared the following sentiment with me, "I was just as excited for my kids to go back to school this year, until I realized that I have one kid staying home and doing virtual learning and the... Read more


8/13/2020 | Author: Maddie Langston

Let’s say one day after an exam and a visit in your optical, a patient reviews their experience on your Google business listing and Yelp.

The review includes many details which makes it clear to anyone reading that they visited the practice, had an exam, and worked with an optician.... Read more


8/7/2020 | Author: Ximara Vega

Take a step back and think about your business. Are you in tune with the performance of your optical? Are you achieving your desired results? If not from you, where are your patient’s purchasing their eyewear? Why? How do your offerings compare to your competition? Investigate, by... Read more


8/7/2020 | Author: Nathan Hayes

“I’m shockingly flush with cash. My checking account balance is fantastic.”

This isn’t what I expected to hear on the tail end of the most prolonged economic catastrophe of our lifetime. But many practices, after leaning out all their expenses during the... Read more


8/7/2020 | Author: Nathan Hayes

“I’m thinking of selling my practice.”

“Should I sell my practice now while prices are at all-time highs? How long does the private equity phenomenon last?”

Practice owners often focus on market trends in the pricing of practices when deciding when and whether to sell. Let me... Read more


7/17/2020 | Author: Patricia Basile

Careful frame and lens purchasing habits are needed in an unpredictable time.

Many optometric practices are experiencing a surge in eyewear purchases due to pent-up demand and the ability to... Read more


6/23/2020 | Author: Patricia Basile

Capture rate is a key performance indicator; possibly the most significant component in measuring and increasing revenue per patient. Capture rate can be influenced by several factors. The good news is that you can have an impact on all of them.

Multiple Pairs:... Read more

© 2020 IDOC. All Rights Reserved