When thinking of book management, it is extremely important that we’re thinking of the
bigger picture at all times – Conversion, Collections, Billings.
The first thing you will need to consider is what type of clinician are you dealing with?
High performer: High conversion rate (60% + for the past 90 days), fast worker, great average
deal size, production consistent.
Medium Performer: Medium conversion rate (50- 60% for the past 90 days), doesn’t work too
slowly, average deal size is good, has approx 2 weeks of quality appointments in the book.
Low Performer: very poor conversion rate (<50% for the past 90 days), works slowly, low
average deal size, gappy books with nothing to bring forward.
High Performer
If you’re dealing with a high performer that has gaps in their book, often you will find that high
performers don’t see many NPS because they have limited availability and convert very high
that they often don’t need to see large numbers of NPS to have busy books. However, always
check their NP numbers as if they have a gap, we want to maximise our high performers and
give them high quality NPs (AOI, cosmetic (PV), IMP etc). If they have seen enough NPs, then
we can always offer to bring a HP appointment forward to increase their billings.
Medium Performer
If you are dealing with a medium performer that has gaps in their book, you will often find that
they have seen enough NPS and we would typically offer production to come forward instead.
However it is still good practice to always double check NP numbers – we would bring forward
NPs such as Cosmetic (composite, edge bonding), Invisalign, single implant etc.
Low Performer
If you are dealing with a low performer that has gaps in their book, you will often find that they
have seen too many new patients and that the production in their book is minimal. We would
firstly try to bring forward anyone getting treatment. If we are not able to bring anyone forward to
fill the gap, we would then look at the hygiene column (if applicable). We would schedule the
clinician to go into the hygiene appointment and review the oral health of the patient and
determine if any further work is required (that would be booked in with them) – e.g. RCT, fillings,
fissure sealants etc. If this is not an option either, we could offer NPs to come earlier, however
these NPs would only be for general consults, no cosmetic, AOI, imp etc. If this also fails, we
would condense the book (especially for OHTs as they are paid by the hour).
TIP: If you see a gap in a high or medium performer and a quality NP in a low performers
schedule at the same or similar time, move the NP into the high / medium performer and then
work on filling the gap in the low performer.
NOTE: This is not something you will need to actively do yourself, this is something you will
work on with FOC. Oversee performance, ‘no gaps project’ to be completed, and ensure work
tracks used are getting us the right outcome
