Practice Manager – KPIs

In this module, we are going to explore the processes related to capturing KPI results:

(Note: clicking on the bullet points below will take you straight to that section)

KPI Agenda

To be filled prior to your KPI meeting, which is held once every 3 weeks.

Click here to return to the top of this page

Monthly Target (Prepayment)

This will be found on the Budget tab of the KPI spreadsheet – input the data from there.

Click here to return to the top of this page

Month-to-Date (MTD) Prepayments / Collections

Process For Clinic

Platform: Core

Navigation:

Access the report via Core Practice > Reports (top menu) > Payment Received

Follow the instructions in the images above

To access the report, navigate Core > Report > Payment Received

A list of report options will appear on the left side of the screen. Select Prepayment from the Invoice section.

For the first filter, select your Clinic Location from the Location drop-down field.

The Providers filter defaults to ALL PROVIDERS. Leave this as is.

Select ALL in the All / Unallocated filter.

Click into the Date Range field and select This Month. this will provide Month-to-Date (MTD) data.

When the screen refreshes, refer to the CREDIT field to see the MTD total.

This is an overview of the process.

Process For Clinicians

Platform: Hubspot

Navigation:

Open Hubspot
1. Select CRM (left menu)
2. Select Deals (sub menu)

Select Dashboard and Add Filters:

Select the correct dashboard:

3. Ensure that the PC Pipeline dashboard is selected

Filter 1 (Close Date):

4. Select Advanced Filters (top menu)
5. Search for Close Date and select it
6. Leave the top drop-down field with the word is
7. Click on the bottom drop-down field and select This month so far

There are 2 more filters to add (Dentist and Deal Stage). Add them the same way as the first filter.

Filter 2 (Dentist):

5. Search for Dentist and select it
6. Leave the top drop-down field with the word is
7. Expand the bottom drop-down field and select the Dentist that you require data for

Filter 3 (Deal Stage):

5. Search for Deal Stage and select it
6. Leave the top drop-down field with the word is
7. Click on the bottom drop-down field and select WON – Finance Finalised (PC Pipeline).

Viewing the Results

Toggle the results from list view to board view.

This is where to look for your results:

Click here to return to the top of this page

MTD Target (Billings)

This is the same process as Collections (directly above). Reach out to Sophie for assistance on this if a dentist is on leave, etc..

Click here to return to the top of this page

MTD Billings

Platform: Core

Navigation:

Access the report via Core Practice > Reports (top menu) > Payment Received

Select Filters:

Location: [select your location]

Providers: ALL PROVIDERS

Payments: All Payments

Date: select range

Filter by payment Methods: BLANK 

Filter by invoice types: Credit, Invoice

RUN REPORT

To find the clinician, it is the same as above, however under the provider you would select the clinician name instead of all providers.

TIP: If you have a referral system (Akansha Kumar2) then you would need to run the report for Akansha Kumar and then again for Akansha Kumar2, you would need to plus these numbers together for the combined total.

Click here to return to the top of this page

Monthly Collections On Track [Not behind on WoW Collections]

Input ‘Not On Track’ Or ‘On Track’ depending on the data.

Click here to return to the top of this page

Monthly Billings On Track [Not behind on WoW Billings]

Input ‘Not On Track’ Or ‘On Track’ depending on the data.

Click here to return to the top of this page

WoW NPs on Track?

Have the clinic and your clinicians been seeing enough New patients each week?

Have they been meeting their pre-blocked amount?

Platform: Core

Navigation:

Access the report via Core Practice > Reports (top menu) > Appointment Details

Select Filters:

Location: [select your location]

Date: Enter the dates of previous weeks (e.g. check 5-9 May, then check 12-16 May etc)

Filter by Attendance: Attended

Filter by appointment status: BLANK

Filter by appointment reason: Select ALL new patient appointment types

If you were doing this for a specific dentist you would click on Calendar instead of Location on the top of the report.

Click here to return to the top of this page

MTD NPs on Track?

Is the clinic, and are the dentists, on track to meet their new patient requirements? 

Run the same report as above, but instead of weekly, you would change the date range to MTD.

Click here to return to the top of this page

Last 90 Days Average Deal Size

What: The last 90 days Conversion

Platform: Hubspot

Navigation:

Open Hubspot
Select Reporting (left menu)
Select Dashboards (sub menu)

Dashboard:

Dentist & PC WoW stats

Quick Filters:

Quick Filter: Clinic Location

Operator (first drop-down menu): is any of

Second drop-down menu: [select your clinic from the list]

Scroll down until you see ‘Dentist Average Deal Size – Won Consult Date Last 90 Days’ 

Record Individual clinician figures, the clinic figure will be the ‘report total’ at the bottom.

Click here to return to the top of this page

MTD Average Deal Size

What: MTD Average Deal Size

Platform: Hubspot

Navigation:

Open Hubspot
Select Reporting (left menu)
Select Dashboards (sub menu)

Dashboard:

Dentist & PC Stats – Consult Date

Quick Filters:

Quick Filter: Date Range

Operator (first drop-down menu): is

Second drop-down menu: This month so far

Quick Filter: Clinic Location

Operator (first drop-down menu): is any of

Second drop-down menu: [select your clinic from the list]

Scroll down until you see ‘Dentist Average Deal Size – Won Consult Date’ 

Click here to return to the top of this page

7 Days Consult Conversion (>38%)

30 Days Consult Conversion (>45%)

30 – 60 Days Consult Conversion (>50%)

60 – 90 Days Consult Conversion (>60%)

Platform: Hubspot

Navigation:

Open Hubspot
Select Reporting (left menu)
Select Dashboards (sub menu)

Dashboard:

Consult Overflow

Quick Filters:

Quick Filter: Clinic Location

Operator (first drop-down menu): is any of

Second drop-down menu: [select your clinic from the list]

Quick Filter: Dentist

Operator (first drop-down menu): is any of

Second drop-down menu: [select Clinician name]

Scroll down until you see 7 day data, the first pie chart is conversion, 2nd is revenue and 3rd is average deal size. You need to look at the WON value for each period.

Continue scrolling down for 30 day, 30 – 60 day & 60 – 90 day metrics.

TIP: if the clinician you are looking at sees a lot of AOI patients or sees a lot of super release patients, you would expect their won percentage to be smaller than the suggested range, however they should have a large portion in finance pending. Red flags are when there is a large amount of deals in NP attended or Lost.

In the title of the pie chart, there will be a guide, for 7 days, the guide is 38% +

  • In the example above, this clinician has only seen 3 deals over the past 7 days, and 1 deal has gone into won, meaning his conversion is sitting at 33.33%. 
  • Hover over the colour to make sure you are looking at Won – Won is usually purple however sometimes the colours will change. 


Click here to return to the top of this page

 Total in Super Approved (Finance Pending)

What: Super Approved (Finance Pending)

Platform: Hubspot

Navigation:

Open Hubspot
Select CRM(left menu)
Select Deals (sub menu)

Dashboard:

PC Pipeline

Advanced Filters:

Add Filter: Dentist

Operator (first drop-down menu): is any of

Second drop-down menu: [select Clinician name]

Add Filter: Deal Stage

Operator (first drop-down menu): is any of

Second drop-down menu: Finance Pending (PC Pipeline)

Add Filter: Finance Pending Reason

Operator (first drop-down menu): is any of

Second drop-down menu: Super approved

Click here to return to the top of this page

Monthly Google Reviews Target

This is a pre-populated field.

Click here to return to the top of this page

MTD Google Reviews Received

Google your clinic, eg. “Dental Boutique Perth” and click on the reviews

Count the number of reviews published this month.

Click here to return to the top of this page

Achieved?

This is a pre-populated field. (received / target as a %)

Click here to return to the top of this page

Total # of Google Reviews

Google your clinic, eg. “Dental Boutique Perth“

Click here to return to the top of this page

Monthly Missed Calls Target

What: Missed Calls

Platform: Aircall

Navigation:

Log into Aircall
Select Analytics(left menu)
Select Overview (sub menu)

Filters:

Date: This Month

Timezone: [select your timezone]

Date Breakdown: is daily

Numbers: [select your phone numbers]

UPDATE

Scroll down until you see this report:

The number you will need to note down is ‘Not answered by agents’

Click here to return to the top of this page

Total # New Bad Debts Received MTD

Pull the bad debt report to make sure that all bad debts have been accounted for in the payment issues spreadsheet. If not, discuss with the FOC team / FOC TL and update the spreadsheet.

Platform: Core

Navigation:

Access the report via Core Practice > Reports (top menu) > Treatment Performed

Select Filters:

Location: [select your location]

Providers: ALL PROVIDERS

Date: ALL TIME (since opening the clinic)

Treatment code: BLANK

RUN REPORT

Export to Excel:

Click on the ‘export to excel‘ button

Once the document is up, CTRL + F and type NOT PAID 

This will show you any invoice lines that have not been paid. 

You will need to search the patient, and go into their invoices to work out what has happened.

Check payment issues spreadsheet to ensure FOC has recorded the bad debt, if not on there determine why.

  1. Is the report not being pulled? 
  2. Is the report not being pulled correctly? 

You will then go into the file to see if you can resolve the bad debt. 

  1. Is there a prepayment we can use? Check ACC note and TX plan.
  2. Did the patient pay via bank transfer? Have the funds landed yet? 
  3. Was a payment plan set up? Have the funds landed yet? 
  4. Did the patient get walked out and not seated at FOC? 
  5. Has the bad debt been contacted in an attempt to resolve? 

Work on this with the FOC team to ensure bad debts are kept to a minimum. 

Count how many bad debts were from this month and enter them into the KPI spreadsheet.

Click here to return to the top of this page

Total # Number of Bad Debts

This is the total number of all bad debts.

Click here to return to the top of this page

Total $ Value of Bad Debts

This is the total dollar value of bad debts.

Click here to return to the top of this page

Total Responses Received from TLC Feedback Form Last Week

This is the link to the feedback responses: https://docs.google.com/spreadsheets/d/1eQgIpEpB1Re2T76I7Ggpl_EMBQSJ7X6JuQvpT2ADXCM/edit?usp=sharing

You will need to check these daily to make sure responses are positive or to address any negative responses. 

For this section of the KPI checklist you will need to count the amount of TLC responses received last week – just check the dates on the far RHS ‘timestamp’ column to count how many were received.  

Click here to return to the top of this page

Total # of <5 Star Responses

Count responses under 5 stars – this will be for their overall experience rating.

Click here to return to the top of this page

Total Re-preps/Re-dos/Re-inserts (Advise type)

Platform: Core

Navigation:

Access the report via Core Practice > Reports (top menu) > Appointment Details

Select Filters:

Location: [select your location]

Date: MTD

Filter by Attendance: Attended

Filter by appointment status: BLANK

Filter by appointment reason: Re-Prep, Re-do, Re-inserts

If you were doing this for a specific dentist you would click on Calendar instead of location on the top of the report.

Note down the patient name, appt type, and provider name.

Click here to return to the top of this page

Clinical Complaints – Advise pt name

Record any patient complaints that relate to clinical concerns in this section.

Example: Patient x was not happy with her composite veneers done by Dr X. I spoke to the patient and diffused the situation. She is coming in tomorrow for a polish as she felt they were still rough and matte.

Click here to return to the top of this page

Running on time for patient appointments? (Yes, Sometimes, No)

Generally speaking – are we consistently running on time, consistently late or sometimes on time / sometimes late. Add a comment here if there are any repeat offenders.

Click here to return to the top of this page

Safety Culture Up to date?

Safety culture is a program used to ensure the site is compliant. 

Myf and Philip from our risk and compliance team will be your point of contact for any issues surrounding this program. Your clinical team lead / senior dental assistant will be in charge of ensuring the audits have been completed and all action items have been crossed off. 

Website address: https://app.au.safetyculture.com/

Look at the LHS menu, select actions

Filter > Site location = Dental Boutique Perth

Filter > Status = To Do

The list will be any outstanding tasks that are required from the previous audit. Discuss these tasks with your Clinical Team Lead or DA in charge of this. Go through each one with them and ensure steps are in place to get them completed. 

Make a note in the KPI about the status of the current audit. 

Click here to return to the top of this page

HR – Offboarded Employees (Name – When – Why)

Have you offboarded anyone since the last KPI meeting? Who, when was their last day and why?

Click here to return to the top of this page

HR – Onboarded Employees (Name – When – Role)

Have you onboarded anyone since the last KPI meeting? Who, when is their first day and what is their role?

Click here to return to the top of this page

HR – Performance Management? (Who – Why – Plan)

Is anyone currently under a performance improvement plan? 

If so, who is the employee, why are they currently on an improvement plan and what has been implemented? 

For example – Yes – employee X is under performance management due to her consistent attitude towards colleagues. Chanelle (HR) and I have put together a plan where we are meeting with her weekly for 3 weeks to gauge any improvement / regression. If she shows no improvement by at her first weekly meeting, we will be issuing her a warning.

Click here to return to the top of this page

HR – New Dentist Starting In Next 4 Weeks? (Name – Role – Capacity)

Is there a new dentist starting in Perth within the next 4 weeks? If so, what is their name, what is their role, how many days a week will they be starting, what will be their main focus? 

For example, Dr X is starting with us on the 30th of May, he/she will be full time, 5 days a week. He/she has a lot of cosmetic experience, so we are really looking forward to growing our cosmetic space with his/her help.

Click here to return to the top of this page

Key Notes

You will attend KPI meetings with people who are likely to be quite time poor and so they need the bigger picture to always be at the forefront of the data that you input and the conversations you have. 

Big picture pillars 

  1. Billings – is the clinic making enough money – if not, why? 
  2. Collections – is the clinic collecting enough money – if not, why? 
  3. Growth – is the clinic moving in a positive direction for growth – if not, why? 
  4. Staffing – do we have the right type of people in the right roles – if not, why? 
    • Do you have enough staff to support the site?
  5. Outcomes – are our patients happy? Are we giving them luxury and exceptional service in all areas of their visit?

Click here to return to the top of this page

Back to
Scroll to Top