Managing a team means you occasionally have to deal with team conflict. As a leader, it is important to listen to everyone’s voice. A common team conflict at dental practices is regarding the dental billing process. The dentist is looking into outsourcing, but some members of the team are wholeheartedly against it as a billing solution.
How do you deal with this as a leader? You need to do what’s best for your dental practice, but you also want to make sure your team feels like their voice is heard.
As a billing company, Dental ClaimSupport has seen team conflict among the offices we’ve worked with in the past, especially regarding dental billing. Whether the concerns are rooted in fear or preconceived notions about outsourcing, there has to be a way to deal with team conflict effectively.
In this article, we will share 3 tips for dentists facing team conflict at their practice regarding the dental billing process, and finding new solutions to collect more. When it comes down to it - everyone should have the same goal, which is to make the practice more money. Outsourcing your dental billing could help you do that, but if there’s conflict about this decision, you’ve got to deal with that first.
Tip #1: Set aside time to have a group meeting to share that you are exploring outsourcing your dental billing
Honesty is the best policy! You’d be surprised at how many dentists are so nervous about team conflict that they will hide the decision to outsource their dental billing from their team.
Well, we’re here to tell you that springing this decision on them is just going to create more conflict. Instead, set aside time for a long meeting where you can explain the decision to outsource your dental billing to your team.
In this meeting, explain how you have reached the decision to look into it and how you think it’s going to benefit everyone at the practice. Many practices are now having “ a talent switch” and changing job descriptions to allow the team member more time to work on the practice’s growth and schedule.
This is also a good time to explain that no one is losing their jobs, so they don’t need to be worried or paranoid that an outsourced dental biller is coming to threaten their employment.
After you’ve explained your decision, open the floor to discussion. Remember, you make the ultimate decision as the dentist and/or business owner. But a good leader listens to their team.
Give everyone plenty of time to ask questions and bring their concerns to the table. Keep in mind, if you’re having this meeting, it’s the first time your team is hearing of this decision - so their initial reaction or concerns could be heightened. Do your best to answer all of their questions, and address their concerns.
You might have some team conflict among a few members. Let them talk it through, and try to mediate all of their perspectives. Your administrative team members are the ones who will be interacting with the outsourced dental billing company the most, so it’s important you let them explain their thoughts.
The next way to deal with any team conflict about outsourcing your dental billing: let them know what’s going to happen next.
Tip #2: Let your team be involved with the research process (but you still need to remain involved)
If you are still in the research stages of outsourcing your dental billing, you can prevent conflict about this decision by letting your team be involved.
This means you let your dental team do some research on dental billing companies and let them attend the meetings you have with each billing company. This can actually even be valuable for the billing company you speak to, because they are getting the perspective of the dentist and the perspective of the person overseeing the claims process.
But this will also help your team feel a part of the decision-making process, and let them have a say in the dental billing company they will be interacting with.
This will also give your team a chance to bond over a shared goal, and get your team on the same page about the state of your billing process. They can figure out what part of the process needs extra attention, and compare that with what services each dental billing company offers.
You might still have team members who disagree about how the dental billing process should be handled, and whether or not outsourcing is the right thing, but you are the leader - the decision is up to you.
And if the conflict is still not subsiding, it’s time to bring in some facts.
Tip #3: Look to the facts and figures at your dental practice
The main reason most dentists look into outsourcing their dental billing is that they are struggling to collect on insurance claims. This is causing a decrease in cash flow, and extra claims work for your dental team.
They’re already handling a lot in the office, and working the aging report and posting payments is very time-consuming.
But it has to be done. So, that’s why you’re outsourcing your dental billing.
If your team is still disagreeing about whether or not outsourcing dental billing services is necessary - present some facts and figures to them.
If your collection percentage is less than 91% (which is the national average, according to this Dentistry IQ article), ask yourself, “why?” Heck - if it’s less than 98%, why?
Ask your team this. Why are there dental insurance claims that you aren’t collecting money from? Why is the aging report so long? How often is the aging report being worked through? Why are there insurance payments that haven’t been posted to the practice management software?
For tips on what reports to pull to view the performance of your dental practice, visit our Learning Center.
Once you show your team why you need help with your dental billing, they might feel a little embarrassed if this was their responsibility. Assure them that you realize billing is a huge job that requires a lot of attention to detail. Let me know you understand they also have other pressing responsibilities, especially to the patients.
And this is why you’re getting some help. And you’re the leader so it really can be simple - numbers are down, so you’re finding a new solution.
Ready to collect more and stress less about dental insurance claims?
We know it’s hard as a leader when your team doesn’t agree with the dental billing solution you’ve presented to them. But by talking through your decision with them, and letting them be involved with this decision, you’re sure to lessen any team conflict you may face.
You deserve to collect more from your insurance claims, and once your team realizes just how much time they’ll have back in their day, they’ll be happy you outsourced it.
Dental ClaimSupport is a dental billing company that specializes in relieving your team of insurance claims work so that they can focus on your patients and running your practice.
To learn more about how Dental ClaimSupport works with your team, schedule a call with one of our experts.
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