Four 24-hour rules can help your orthodontic practice improve case acceptance, keep patients on schedule, reduce missed appointments, and address overdue accounts.
By Roger P. Levin, DDS
There’s no time like the present, especially when it comes to scheduling and collections in an orthodontic practice. To keep your office running smoothly, the following tasks should be undertaken within one day.
One-Day Rule #1: Accepting and Scheduling Treatment
If a parent does not schedule treatment immediately after the case presentation, be proactive. Many parents are interested in having their children treated―they may simply want some additional reassurance that they are making the right choice. Follow up on the phone within 24 hours, asking parents if they have any additional questions. Offer to set up a second consult with the spouse as well. This will increase the practice’s orthodontic case acceptance rate.
One-Day Rule #2: Scheduling the Next Appointment
Does your practice have 98% of patients scheduled at all times? Always make the next appointment before the patient leaves. If for some reason, however, that doesn’t happen, call within 24 hours to schedule the next visit. This will prevent patients from getting off schedule and extending treatment, which leads to overdue debonds.
One-Day Rule #3: Reducing Cancellations and No-Shows
Missed appointments create non-productive gaps in the schedule. “Train” parents to value appointments and show up as agreed. Confirmation calls, text messages or emails in advance are essential, but if a patient fails to show, call within 24 hours to see if the patient is okay and to reschedule the missed appointment.
One-Day Rule #4: Collecting Overdue Receivables
At a time when many families are financially stressed, it is more important than ever to offer financing options and review insurance coverage before treatment. I recommend using an automatic electronic draft to collect monthly payments. If an account still becomes overdue, however, contact the parent within 24 hours to collect. Remember that the longer payment is overdue, the less likely the practice will be paid. OP
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Roger P. Levin, DDS, is the CEO and founder of Levin Group, a leading practice management consulting firm that has worked with over 30,000 practices to increase production. A recognized expert on orthodontic practice management and marketing, he has written 67 books and over 4,000 articles and regularly presents seminars in the U.S. and around the world. In 2025, Levin received the Fauchard Gold Medal from The Pierre Fauchard Academy for his contribution to dental practice management. To contact Levin or to join the 40,000 dental professionals who receive his Orthodontic Practice Production Tip of the Day, visit levingroup.com or email [email protected].
