The Staff report is an excellent place to find all metrics pertaining to individual employee performance.
In the Booking Summary graphic, you can see the New Patient Booked and New Patient Not Booked metrics by team member.
In the Staff Metrics report, you will see the name of each team member listed in our system as call-handlers. If a call was answered by somebody whose name was not in our system, then it will be included in the Unlisted Users row.
You can click each Column Name listed in blue to sort the column. Clicking once will sort smallest to largest. Clicking it again will sort from largest to smallest.
If a receptionist’s name has a symbol beside it, then that person has earned a Diamond, Gold or Silver award. These are automatically added by Patient Prism to identify top performers who have successfully converted at least five new patient phone calls.
The rewards are gained by having a minimum of 5 new patient calls and meeting the below criteria for new patient booking percentage:
Silver: 65% - 74 %
Gold: 75% - 84%
Diamond: 85% and above
You can click on the icon to download and print a certificate with the team member’s name. Many teams hand these out at monthly meetings or display them on a Wall of Fame in the dental practice. It’s a nice way to recognize your top performers!
New Opportunities Section
Here is a quick look at what each column title means.
Total: The total number of New Patient calls answered by that team member.
Booked: The number of New Patient calls booked on the initial phone call.
Not Booked: The number of New Patient calls not booked on the initial phone call.
Converted: The number of Not Booked New Patient calls successfully converted during a follow-up phone call. This column only shows the number of converted calls, not who made the calls.
Fol. Up. Converted: This column shows the number of successful follow-up call conversions made by that specific team member. This is based on the name of the person who entered the note in the Follow Up Report.
Avg. Score: This column shows the overall Call Basics score for each team member. If a New Patient call successfully ends in a booked appointment, then the team member gets a 100% for the Call Basics.
Existing Opportunities Section
Total: The total number of calls from current patients of record who are seeking to schedule a new appointment answered by that team member.
Booked: The number of calls from current patients booked on the initial phone call.
Not Booked: The number of calls from current patients not booked on the initial phone call.
Patient Prism does not email alerts for current patients who do not schedule appointments. However, those missed opportunities are included in the Follow Up Call Record Performance section.
Click on the colored squares to review Patient Prism coaching notes for a specific team member.
CallViz is a patented technology exclusive to Patient Prism.
Opp. Won and Opp. Lost Columns
Opp. Won: The potential revenue associated with the new patient phone calls that were scheduled, based on the services the caller mentioned.
Opp. Lost: The potential revenue that was missed, based on the services mentioned by the new patient callers who did not schedule an appointment.
Call Phase Performance
Patient Prism has analyzed more than four million phone calls and identified a series of best practices, known as Call Basics.
If a new patient call ends in a booked appointment, the team member automatically receives a perfect score on the Call Basics.
If the new patient call does not end in a booked appointment, Patient Prism identifies missed Call Basics. This provides a quick-look training tool to identify trends.
In the Call Phase Performance section of the Staff Report, Patient Prism shows the team’s overall performance on the Call Basics.
Call Basic Explorer
This section of the Staff Report gives a detailed breakdown of each team member’s performance in each of the Call Basics. In the left table, you can click the Staff Member’s name. In the right table, you can expand the number of Call Basics visible by changing the number in the “Show call basics per page” area.