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GPS Managing Patients Webinar: You Want Me to Say WHAT to a Patient?! How to Resolve Delicate Patient Situations with Tact and Diplomacy

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Creating a system of accountability allows each team member to understand what the job is and who is responsible for making it happen. Having a collection of standards simplifies task completion, accountability and management. Primary topics for the program will include: Phone Calls from Prospective Patients, Patient Cancellations, No Shows, and Dismissals.

This program is sponsored by the ADA Council on Dental Practice. It is the seventh in a series of webinars based on content from the ADA’s Guidelines for Practice Success™ (GPS™) modules and recaps some of the information available in the GPS module on Managing Patients

Following the program, participants will be able to:

  1. Create and foster a practice culture that’s authentic and patient-driven.
  2. Manage delicate conversations with patients with sensitivity and professionalism.
  3. Develop business and communications protocols that enhance production.

About the presenters

Pamela Porembski, D.D.S.

Dr. Pamela Porembski, D.D.S., is the director of the ADA's Center for Dental Practice in the Practice Institute. She is a graduate of the University of Illinois College of Dentistry and practiced general dentistry in private practice in Chicago, taught in a dental hygiene program, and was a consultant with a dental benefits company before joining the staff of the American Dental Association.

Denise Ciardello

Denise Ciardello is an entrepreneur, a professional speaker and published author, and co-founder of Global Team Solutions (GTS), a practice management-consulting firm.  
In a profession that can be rife with anxiety – both for patients and staff – Denise partners with doctors and members of the team to help them achieve the dream of creating a thriving, successful practice. Her presentations and consultations are a mix of education, relevant professional insights, and creative solutions delivered with a sense of humor and an engaging management style.
Denise is a member of the National Speakers Association, Toastmasters International, and the Directory of Dental Speakers. She is also a past president of the Academy of Dental Management Consultants. She spends any free time with her family and loves to read, shop and work in her yard, which is situated in the beautiful Texas hill country.