THE ADA PRACTICAL GUIDE TO EXPERT BUSINESS STRATEGIES iii Chapter 1: The Basics of Working with Insurance Plans......................................................................................3 Charles Blair, D.D.S. Chapter 2: Scheduling. ..............................................................................................................................................................13 Sally McKenzie Chapter 3: How to Hire, Train and Compensate a High Performing Team. ........................................... 25 Amy Morgan Chapter 4: Metrics for Success..........................................................................................................................................35 Virginia A. Moore Chapter 5: Establishing Internal Controls to Prevent Fraud and Embezzlement...............................45 Susan Gunn Chapter 6: Patient Payment Systems That Work...................................................................................................57 Cathy Jameson, PhD Chapter 7: Improving Patient Satisfaction and Retention............................................................................... 69 Roger Levin, D.D.S. Chapter 8: Keeping Pace with an Ever-changing Social Media World..................................................... 81 Lou Shuman, D.M.D., CAGS and Diana P. Friedman, MA, MBA, with Mali Schantz-Feld, MA Chapter 9: Managing Your Online Reputation..........................................................................................................93 By Rita Zamora Chapter 10: Going Paperless in the Dental Office. .............................................................................................103 Larry Emmott, D.D.S. The ADA Practical Guide to Expert Business Strategies Table of Contents