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CTC CONSULT - Front Office

CTG Consult


Hi everyone,

Please make sure that when we have a patient come in for Tissue Grafting consult's that we have the following:


-Intra oral pictures

-Perio Charting

-CTG work sheet


It is very important that we have it all for insurance purposes. Since they are requesting it. I am needing all that info for my claims when we send it to insurance.

Once you are done with the patient and back office you bring them up to the front desk and patient is ready to reserve an appointment. Front office please make sure that when you make the appointment that we put stint impression and CTG teeth #'s so the dr. know's that consult hasn't been done yet in the appointment and it doesn't get forgotten and also collect the $150 deposit once treatment is reserved with Dr Hillum.

Have a great day!


Thanks Irene


Please respond that you got this!


Custom shade protocol
Primary Objectives:
● To avoid delays in fabrication of Crowns/Bridges that require custom shade’s.
What problem does this protocol address?
● When a patient delays calling the lab to reserve a custom shade appointment it sometimes will
also cause a delay with patient getting in to the lab for custom shade which in turn it delays the
case coming back to us.
● This will also creates unnecessary work for the lab when they have to track patients down to
get them in for a custom shade which can be very frustrating for the lab when they are alreday
very busy creating awesome crowns for us to deliver to our patients.
Protocol Description:
The assistant will notify the front desk @ check out that we need to assist the patient in
reserving a custom shade appointment along with the seat appointment to
ensure that the patients gets in to the lab for custom shade as soon as possible so
that we can receive the case without delay.

Name of staff member creating description:
Rayleen (Team Lead)
Approval Date: 7.30.18


Please respond that you got this!


Hello everyone,


When a patient comes in for an appointment and Doctor diagnosis a redo crown or filling. Please make sure to document it correctly in your notes and that when any back office employee like assistant's or hygienist bring a patient up to the front office and hand off there patient please let the front office know what's going on so the correct fee is given to the patient showing that treatment will not be covered due to frequency.


For example: We had a patient come in about a few week's ago for her cleaning. And that visit she mentioned that she swallowed a crown that we had done back in 2016. When the hygienist that saw the patient that day didn't relay that crown was done here at our office. So when front office gave her an estimated it showed that insurance was going to help her with a portion. So we reserved an appointment for her and the appointment was also reserved wrong cause it was only scheduled for fillings not the crown. So when patient came in and found out that she was only here for the fillings she got upset but stating that she only wanted crown done, but we were able to work it in and get it all done. Then when patient was brought up to the front to check out she was in shock of how much she was needed to pay due to our estimate that we gave her before was wrong. When patient left she left us  a bad review.  So PLEASE back office make sure you ask patient HOW OLD it is and let FRONT OFFICE know if it's a replacement so the estimates that we give the patient is correct to prevent this from happening again. 

Please respond that you got this!  THANKS!




1. Thursday JULY 19th 5:30pm CE course. Continuation of DR. Hilliam CE course. Please RSVP if you are going to be there.


2. When doing loc srp's if it is TWO or more areas we will make them Perio Maintance. Please have front desk inform them of finances. We will now do a complementary prophy at the time of the loc srp's. there is no need to tx a prophy with the loc, just go ahead and clean rest of mouth after loc srp's. You will have the option to : bring the pt back in 6 week perio maintaince (if its 2 or more areas) or 3 months, 4 months, or 6 months. the hygiensit will make that call. please clearly note in chart what you plan to do with pt.


  1. Insurance is now requiring us to put amount of time it took to do any form of perio therapy. Please note chart how long it took to do. A good rule of thumb is to just put 1 hr minumum.


4. Remember to prioritize tx with your tx planner. it was our previous grab bag goal. this is not something we do for the grab bag, but to get us into the habit of doing it consistently


5. Change exam to the DR doing the exam. we are still forgeting to do that.


6. Even if the pt doesn't have a DR.'s exam please tell front desk next area of concern. If pt doesn't want to do it, let front desk know what next areas of concern is but let them kow the pt is not ready to move forward wtih tx at this time.



LAB TRACKING LOG - Assistant/Front Desk


Assistant and front desk

Hi guys this weeks training is about the new lab tracking
log to hopefully eliminate the recent mishaps with lab

This is how it’s going to work: when an assistant is
bringing up the cases to be sent off we will also record the
case in the log that will be located at check in next to the
cases. When the lab picks the cases up from the office
they will be required to sign out the case on the log. This
will help greatly when cases are misplaced the log will
contain all lab information that will help us track the case.
If any questions see Rayleen Or Annette.


Please respond with a "got it".  Thanks!


Hello Team!


We've had some really great reviews from patients on the new system we are using.  Thank you so much for really getting involved and helping the patients figure it out!


We are changing it up for July.  Here's how it works:


Every time you have a patient do a review on the laptop at the front desk you fill out a slip of paper with the following info:

1. Your name

2. Patient name

3. Date

Put the slip of paper into the jar on Donna's desk.


At the end of July we will draw out 5 slips, and those lucky staff members will each receive $100 cash!


And just a reminder, for the last few days in June, each review that you help facilitate earns you $10!  Get em in!


Please reply with a "got it" after you've read this message.  


We ask for referrals, a few training sessions ago Dr Guffey posted a video on how to ask for referrals in an easy way. Can you remember 


What are 3 ways that video says to ask for referrals.  











Finally, How do YOU ask for a Refferal?


 Here is the video link to help you: https://youtu.be/7lvBVaPPPo0 


Possible Answers:


1. pick 2 patients in morning meeting  that have been with the office, and would like to see more like that

2. Give sincere complement and then ask 

3. Don't ask Pt IF they know any one ask WHO do they know. 

Thanks! -Sunshine