Hummingbird Practice Systems Assessment

A great first step to consulting, Hummingbird’s Practice Systems Assessment provides an in-depth evaluation of your practice systems, identifying process gaps and untapped value, all presented in a detailed report.  The audit also includes a phone consultation to review findings and recommendations.

For practices that have already been through the consulting process, an annual systems audit is a great way to ensure your systems are staying on track and identify areas in need of improvement or additional training.  

benefits of a PRACTICE Systems Assessment:

• Optimization of Practice Management Systems: Practice management software systems are designed to streamline every element of today’s orthodontic and dental specialty practice.  From record keeping, charting, billing, patient scheduling, and patient management, the practice systems analysis identifies how to utilize your software system to optimize efficiency and profitability within your practice. 

• Roadmap to Improved Practice Performance: Knowledge is power.  Having a clear understanding of process gaps, and potential opportunities within your practice creates the framework for an action plan and improved day-to-day operations.  Hummingbird will review findings and recommended next steps to help you create an action plan that will drive value and impact.  

• Convenience: The Hummingbird Practice Systems Assessment is conducted via remote access with no loss of patient time.

PRACTICE Assessment COMPONENTS

A practice systems assessment includes a comprehensive review of the following areas:

• Practice Statistics and Business Operations

• Production and Collections Analysis

• Exams to Start Analysis

• Practice Reports

• Patient Status Management

• Potential Value of Observation/Recall 

• Clinical Efficiency (if GPS/Light Bar data is available)

• Charting

• Comments and Communication

• Care Calls

• Action Items and Recommended Next Steps  

Hummingbird Financial Audit Service

A regular audit of your financial and insurance systems is a powerful tool in identifying financial areas at risk your practice, as well as areas in need of improvement or additional training.  We highly recommend an annual audit to be sure all financial systems are accurate and remain on track.

benefits of a financial audit:

• Identification of High-Risk Areas: A third party assessment provides an unbiased appraisal of the key areas of your practice’s financial management processes to identify whether they are being managed effectively. Our audit provides a detailed evaluation of high-risk areas including contract entry protocols, proper execution of account adjustments and account maintenance, whether insurance guidelines being adhered to, and the identification of process gaps in your financial systems.

• Peace of Mind: Knowing this high-risk area of your practice is on solid footing allows you to rest easier and move your attention to other things.

• Convenience: Hummingbird offers remote access audits, which can be performed during evening hours with no loss of patient time.

Financial Audit Components

Your audit will include a comprehensive report outlining the following areas:

• Audit of sample patient accounts

• Audit of documentation in patient ledgers

• Contract Setup

• Adjustments

• Courtesies

• Receipts

• Insurance Discounts 

• Insurance Follow-up

• Credit Balances

• End of Day Reports

• Delinquency Ratios

• Report summary with best practice recommendations and urgent areas to address

Hummingbird Call Center Performance Audit

Phone calls are one of the primary points of contact for an orthodontic practice.  Most patients remain loyal because of friendly customer service and a positive experience. A call audit is an essential tool for evaluating the performance of your call center and scheduling team, and for measuring the quality of the patient experience. 

The Hummingbird Call Audit ensures the caller experience meets your expectations and identifies staff training needs. Areas assessed include quality, efficiency, effectiveness, patient satisfaction, and your call metrics benchmarked against industry standards.

Benefits of a call audit:

• Quality of Customer Support and Accuracy: Understand patient interactions and pain points. The call audit service provides detailed information about your communication team's efficiency, knowledge, and level of engagement.

• Resource Planning and Training Needs: Understand your practice call volume, staffing needs, and individual training needs.

• Convenience: The Hummingbird Call Audit is a remote service. Four anonymous calls are placed to your practice to generate a call analysis report and customer support rating.

call audit components

• Missed sales opportunites

• Problem resolution

• Information consistency

• Resource planning recommendations

• Identify individual training needs

• Call hold time and availability

• Tone and engagement

• Call back follow up and timing

• Missed calls (if access to call metrics is available)

• Verbal skills

• Practice representation

• Call audit performance report