During the time we’ve worked with dentists, we have found that many have similar questions about what it’s like to work with First Pacific. Because you may have many of the same questions, we have put together those common queries below. For an answer to your question that’s not found below, contact us!
General Questions
We already have a process in place to manage a lot of the things your system does. How does First Pacific improve on what we currently do?
There are two types of tasks that are performed in a dental office:
- Maintenance tasks, or what we call revenue management, such as sending statements, posting payments, collection calls, insurance management, etc. These things all need to be done, but they are not tasks that generate production.
- Productivity tasks increase production and profitability for your office. Usually, these are much more enjoyable than maintenance tasks. They might include follow-up on treatment plans, recall and other patient services.
First Pacific Corporation’s system allows the office staff to focus on revenue-generating tasks that more fully focus on the patient’s experience, rather than maintenance tasks. This creates a much more positive environment in the dental office, with less stress and lower staff turnover.
Can you explain exactly what you do to free up staff time?
We take those tasks out of the office that are time consuming such as sending patient statements and insurance forms, posting payments, making bank deposits, addressing patient inquiries, backing up your computer and making collection calls. This frees up staff time so they are able to focus on priority projects such as marketing the practice and improving the doctor/patient relationship. Your staff then spends time on revenue generation activities, not revenue management tasks.
Will your staff members treat our patients with the same personal touch and concern that we show them?
First Pacific’s number one priority is the integrity of the doctor/patient relationship. First Pacific is professional and courteous to both our clients and their patients. With First Pacific, you have an assigned team of professionals who work for you. You will know the person who is calling your patients and can touch base with them as needed.
How long have you been in business and can you provide me with references?
First Pacific Corporation has been providing solutions exclusively to dental offices nationwide for more than 50 years. We can provide you with a list of referral doctors who are currently on our system. You can use the opportunity to discuss any concerns you may have with them.
Keep in mind that the Sales Agreement does not lock you into any relationship that you don’t want to maintain. Therefore, since you can cancel our agreement with a 30-day notice, First Pacific must deliver the services it promises. We have been able to stay in business almost 50 years because of the long-term relationships we have established with clients like you.
Financial Support
My cash flow is fine. Why do I need your services?
A predictable cash flow is not the only benefit that First Pacific offers. The First Pacific program frees up staff time and provides the tools to increase production, improve treatment plan acceptance rates, reduce costs and use staff more efficiently.
It seems like you help dental practices with billing and, if necessary, collections. We are OK in those areas, so why should our office work with you?
Billing assistance is only one of the benefits of First Pacific. Our system is designed to keep your overall costs down while providing your staff with the time and the tools to increase production. By freeing up your staff’s time, they can focus more on your patients and improving your internal marketing efforts.
We can also help increase treatment plan acceptance rates and share best office practices locally, regionally and nationally. This saves you time and increases your revenue.
Can I just sign up for a payment plan?
The reason an office typically wants a payment plan is to increase production. Offering a payment plan, however, is only a small part of an internal marketing program. First Pacific focuses on a total internal marketing plan by providing the tools and staff time to effectively implement your marketing plan. First Pacific’s patient payment financing is just one of the many tools provided in our total solution program.
Can I use your program without extending any credit in-house? That is what I am trying to get away from.
If it is necessary to provide payment arrangements for your patients in order to increase treatment acceptance and increase production, then the only issue is to control costs and collect the accounts. First Pacific will assist the office in controlling costs and at the same time improve collections, making it more acceptable to the office to provide payment options to their patients.
Am I still going to be responsible for collecting the bad accounts? How does that work?
First Pacific reviews, with your staff, the guidelines to follow when extending credit to patients; we consistently follow up on past due accounts. After 180 days we return those that do not pay and you can still do 3 things with them.
- Write them off.
- Collect them yourself.
- Turn it over to a collection agency.
Reassignments average less than 3 percent of your production, which may be less than you average now. All of this results in a decrease in uncollectible accounts.
Expert Practice Advice
Are your Practice Advisors consultants?
Unlike consultants, our Practice Advisors (PAs) actually works as an additional staff member with you and with your existing staff. We actually help do the work, not just direct the work.
All of our Practice Advisors are extremely well-versed and have excellent dental business and office knowledge. The personal service provided by our PAs is unparalleled in the industry. The PAs have experience in many areas, some of which include treatment coordination, practice management and helping the dentist to monitor trends in the practice. Because they service other offices and communicate regularly with our national staff, they can share what are best practices — locally, regionally and nationally.
Who trains our staff? How long does training take?
We do all the training for you. We have our local Practice Advisor initially spend several days with your office staff and we won’t leave until you are comfortable. We continually train on every visit and since your staff is already trained on your office procedures, it will make learning our system very easy. Quality training results in a higher percentage of utilization of our software compared to any other system.
How do we train new staff members who join the practice after initial training?
If you have any turnover in your staff, our Practice Advisor provides in-office training at no additional cost to you.
What happens when there is a hardware or software update? How do we figure out how to implement it?
Your Practice Advisor will provide free in-office training for all new software and hardware updates.
How do we decide which patients to extend credit to?
Our PAs will work side by side with your staff for as long and often as necessary to ensure they understand the tools we provide to assess credit extension. This is an important part of our service and training program. We have been financing the patients of dental offices for almost 50 years and have learned many techniques in choosing who to extend credit to, as well as proven methods in safeguarding those choices. Our patient application with specific data will help provide a non intrusive format to assist you in determining the creditworthiness of a patient.
Industry-Leading Technology
Our current computer system has been in place for years. How will we transfer all the information to your system?
First Pacific handles all transferring of patient account information on accounts with outstanding balances. Your patient data will be pre-processed at First Pacific’s main office by data entry personnel. The actual electronic “conversion process” will only take one to two working days in your office to get you up and running. Your staff will receive ongoing training locally from First Pacific’s Practice Advisor. This will continue through our Success Training program over the next 90 days.
Will we have to close our office to implement the new software?
It won’t be necessary to shut down your office. First we gather data on hard copies one to two weeks prior to the actual conversion date. That way when we begin service, you don’t miss a beat or have to shut down the office at all. We will do the converting for you and we encourage you to keep producing.
First Pacific will train your staff as you remain open and continue seeing patients. With First Pacific, you won’t have to alter your production one bit! We have Practice Advisors who will transfer your current information and balance totals so we can “plug you in” and use your current production to train your staff on the spot.
We can input most of your patient account data outside your office and do your staff training while the office is open without disrupting patients or other staff activities.
Are software updates included in the cost of the system?
First Pacific offers software updates and ongoing training at no additional cost to you. Our software updates are driven by client suggestions; we have a staff of developers dedicated to the constant enhancement of our software. Your First Pacific Practice Advisor will install software updates for you.
Concerns
I’m particular about how things are set up and I don’t want to lose control. Will your system still work for me?
We are highly sensitive to this perception. This is your practice and we are only here to assist you in growing it. First Pacific’s Practice Management Reports and eTools are all designed to provide complete transparency for all we do on your behalf. We want to provide you with the information necessary to exercise complete control over your practice.
I just started out in my practice. How can I afford your system?
With First Pacific, we provide a total solution that allows new practices to meet cash flow needs and to control costs allowing the practice to grow and allow patients to complete treatment without having the practice become the bank. It’s often helpful to get started in business by following best practices and having a system in place that ensures your success, and we can get that set up for you. It’s worth the cost to have a smoothly functioning office and be able to more easily collect payments.
My accountant, banker or attorney says the program is too expensive. How can I convince them it will be valuable for our practice?
The First Pacific program is a comprehensive all-encompassing approach to assist your office in managing their accounts receivable. Accountants and attorneys are not always aware of the extent or value of our services. We feel confident that given the opportunity to explain how our services will reduce costs, free up staff time and provide more marketing opportunities, your accountant, banker, or consultant will see the benefit to your office. First Pacific staff are more than willing to participate in these discussions so that we can become a member of your professional team and assist you in achieving your short and long-term goals.
I’m comfortable with the level that my practice is at right now. If I increase my production, that means I’ll have to work harder. Right?
A key component of the First Pacific system is our Aspire technology and productivity tools. With the right implementation and training, the software allows your staff to work more efficiently. You will be able to increase your production without putting in more time.
I am sometimes gone from the office. How do you manage practices that are temporarily closed for a week or two?
While you are away from your practice, we are still working for you by continuing to manage accounts receivable. In your absence, we continue to provide all the patient and insurance billing services and collection follow-up. Upon your return, your computer will have current information on your accounts covering the activities that occurred during your absence.
I’m not certain my receptionist has enough to do now. If I sign up with your system, how can I manage her time more effectively?
Using First Pacific’s program, your office staff will be busy with the right activities: generating revenue and increasing patient care. First Pacific will train your office staff in the use of First Pacific tools that are designed to build your practice. These tools include the following:
- Treatment plans
- Recall follow-up
- Improving patient relationships
- Effective ways of obtaining patient referrals
- Measurement of doctor and staff efficiency
We can advise you on ways to help your staff engage in productive work rather than repetitive maintenance tasks.
Is your system going to return my investment even if I plan to retire soon?
The value of your practice will be enhanced because you will have a well-trained staff, increased production, reduced bad debt and overhead costs and a better record of work pending for patients through effective use of the treatment plan.
In addition, a third party verification of the accounts receivable will help maximize its value to the purchaser. First Pacific documents pre-approved patient treatment so the value of your practice is enhanced because you are not only selling your accounts receivable, but future scheduled treatment as well.
What if I sign up for the program and I don’t think it is ideal for my office? I’m concerned that it will be difficult to get off it if I choose to.
While we would like to think that our program will work well for every dental practice, we realize there are cases where a dentist decides to end our relationship. First Pacific has a 30-day agreement and if you are not satisfied with the program, you can request to terminate the agreement. We have several options for going off our system and we will ensure that it is a smooth transition for your office.
Your system just sounds too good to be true. What is the catch?
No catch! First Pacific has been providing services exclusively to the dental community for almost 50 years. We have gained a wealth of dental practice knowledge by touching thousands of practices and managing over $3.9 billion in production. When you have as much experience as we do, and an understanding developed over time of what works and what doesn’t in increasing dental office efficiency, you can produce some amazing results for individual practices.
Because we provide a range of comprehensive services for one fee, we can generally get your costs down to less than what you’re paying today. Our team of highly trained personnel is dedicated to work with you and your staff to maximize the success of your practice. Our success is dependent upon your success.
