Interviewing Methods in Your Dental Practice: Traditional versus Behavioral Interviewing

How do you interview? Do you just let a conversation happen, or do you take the time to dig a little deeper? There are two regularly used interview methods: The Traditional Interview and the Behavioral Interview. I highly recommend incorporating both when you interview candidates for your associate dentist or staff positions, as each method offers valuable insight about a candidate’s professional and personal qualities.

Our friends at CEDR HR Solutions do a great job of defining both of these interview methods:

“In a traditional interview, the interviewer asks prospective hires a series of straightforward, open-ended questions like, 'How would you handle [insert hypothetical situation],' 'What 5 words best describe you,' 'What is your greatest weakness,' or 'Describe what customer service means to you.'

In contrast, for a behavioral interview, the employer identifies a vital skill set that they want the ideal person in that position to have and then develops a series of questions geared toward eliciting answers where the candidate demonstrated those skills in the past.

For example:

• Tell me about a time where you had to use patience to calm down a patient.

• Describe a goal you set for yourself and how you met it.

• What do you consider your greatest work achievement?

• How do you handle interruptions at work? Give examples .”

You can read the whole article at http://www.cedrsolutions.com/best-hiring-tool/.

Anyone can describe their skills in a traditional question and answer interview. However, the Behavioral Interview questions will allow you to gain insight into how the candidate applies those skills, which is much more important in your dental practice.

Here are some other questions that could apply directly to hiring in your dental practice:

To an associate dentist candidate:

• Describe an instance when you worked with a patient to overcome their dental phobia to gain their trust.

• How do you accept input from a dental assistant while in the operatory with a patient?

• Tell me about a time when you did not agree with a treatment plan developed by another provider. How did you address this matter and still provide quality care to the patient?

To a staff member candidate:

• Describe a time when you had to get a patient payment upfront but they did either did not or could not pay at that time?

• How would you handle an employee who is repeatedly missing work or consistently late?

Take some time before your next interview and write questions that will help you to determine if the next candidate fits the needs and challenges in your practice.

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Special thanks to Paul Edwards and his team at CEDR HR Solutions for allowing us to quote from BEHAVIORAL INTERVEW: An Employer’s Best Hiring Tool. CEDR is an HR firm specializing in custom employee handbooks and other HR resources for Dental practices across the United States.

Written by Carl Guthrie, Senior Account Executive and Recruiter for ETS Dental, cguthrie@etsdental.com.

Reference Checks: The Questions That Can Make or Break Your Practice

In many ways, the dental community is isolated from the rest of the business world. While the corporate world is encroaching, most practices are still built around the owner who, generally, has little formal business training and may well remember the days when a handshake was enough.

As recruiters, we often start our relationships with dental practices who have recently gone through a frustrating and often messy termination. Unfortunately, the doctors who leave the biggest messes easily find other employment only to leave a similar wake of destruction in their next office. Why is it so easy for these doctors to ruin one practice after another?

Dental Practices, as a group, routinely fail to protect the practice, staff and patients by performing a simple reference check. The importance of reference checking is well-documented in the larger business world.

Simply checking license history is no longer enough. You have the right to ask for references, and you should not settle for personal references. Ask for contact information of previous employers or faculty, if appropriate. Here are some practical steps to help make a reference check call easy, informative and less time consuming.

Confirm the details
Do not be shy to ask how the reference knows the job seeker. Find out how long they have known each other. If the reference is a former employer, ask for dates of employment. Ask what their function was in that position.

Decide what you want to know before you call
When we perform reference checks on behalf of our clients, we ask the reference to rate the job candidate on productivity, the quality of their work, their oral and written expression, their working relationships, their motivation and initiative, and their punctuality and attendance.

Know what he/she does well
Ask the reference what they would consider to be the job seeker’s greatest strengths in the position. Also, ask what the employer’s expectations were and how well the job seeker fulfilled them. Do they work better independently or under direct supervision?

Know where the job seeker could improve
This is a great way to ask for constructive criticism in a way that will not make the reference feel uncomfortable about giving a bad reference. Be sure to ask if the job seeker was open to critique and if progress was made toward improvement.

Would the reference hire or re-hire the job seeker?
This is straight to the point. If you hear “No,” make sure that you know why.

When you finish the reference check, be sure to thank the reference for the time that they spent with you and the information they provided. They may well have just saved you from a bad decision or enabled you to sleep well with the decision you will make.

Written by Morgan Pace, Vice President and Recruiter at ETS Dental. You can reach Morgan directly at (540) 491-9102 or mpace@etsdental.com. Find out more at www.etsdental.com.

Dentists - What to Know Before You Accept an Associate Position

Finding a new associate position can be a daunting process for both new and experienced dentists. While making a good impression on an interview is important, it is equally important to learn as much as possible about the practice. Here is a compilation of questions from job seekers who I have worked with over the years. I hope that this list will make the decision process less intimidating.

Relationship
-Employee or Independent Contractor?
-Employee at will?
-Is the doctor open to restrictive covenant in case of future ownership?
-Is the doctor going to stay on PT for some time or can he, if needed (After purchase)?

Type of Practice 
-How the practice is set up (family, Pedo, or dentures)? Pedo: what age?
-Age of the practice?
-When/what do you refer out?
-Place or Restore Implants? Which system?
-# of operatories
-# of Hygienists. Hrs of operation?
-# assistants
-Will the associate have their own assistant?
-How much is the practice overhead?
-How long has each employee been there?
-What does the practice do to market itself?
-How many FT and PT staff?

Patients
-What is the patient pool like?
-Have the number of active patient records been reviewed?
-Is the practice growing or declining in number of patients seen, new patients attracted, and young patients?
-Average number of cancellations per week?
-Average number of patients seen by associate per day?
-How far ahead is the doctor book filled?
-How far ahead is the associate book filled?
-How far ahead is the hygienist’s book filled?
-Discounts/Bartering/payment plans?
-PPO type of insurance? Insurances: accept all kinds or just selected ones?
-How much is the discounted price of the PPO compared to the fee schedule?
-Medicare or Medicaid acceptance?
-How much of the practice relies upon capitation programs, PPOs, HMOs, Medicare or Medicaid?
-What percent is FFS, cash and discounted PPO?
-When was the last fee increase?
-Are the fees low, high or average for the immediate area?
-Do you offer patients credit?

Schedule 
-Days, hours, on call, etc.
-How many office hours and days per week is the office open?

Duties
-Job description (separate document) or general description
-Is the associate expected to check hygiene of other doctor’s patients? If yes, will the associate be compensated for it?
-Will the associate be expected to perform hygiene/prophy?
-Does the doctor do any procedures other than regular general dentistry?
-What were the most of the cases being done by the associate?
-Will the associate be placing Implants for the practice?

Facilities
-Supplies, equipment, support. Etc
-What type of PMS (Software) is used?
-Implant surgical set up? Who finances to get that set up if NOT already in place?
-What is the square footage of the office? Can it be expanded?
-Average age of equipment?
-Is the practice left-handed, right-handed, or ambidextrous?
-Do you have a confirmation system for appointments?
-How do you deal with NO Show?
-Digital X-ray?
-Intraoral Digital Camera?

Term of contract 
-How long?
-What is the required notice period should either party wish to terminate the relationship?

Compensation
-Is there a guaranteed salary, draw, daily rate or hourly rate?
-Is commission determined from collections or production?
-If collections, what is the collections rate in the practice?
-What percentage of production/collections is used to calculate income?
-Is there a chance to increase compensation in the future?
-Is the associate responsible for my own lab fees and expenses?
-Taxes withheld?
-How will the associate be paid? (Weekly/bi-weekly/monthly)
-How much on average was the last associate making?
-What was the average associate production per day?
-Does the associate production include hygiene exams and x-rays?
-Can I get a fee schedule of the practice?

Benefits
-Medical Insurance: health and dental?
-Malpractice insurance?
-Disabilities insurance?
-Required CE courses? How much and for how many hours a year? Are they paid for/reimbursed? Is there a stipend?
-Retirement?
-Sick days…….. # allow per yr…..
-Personal days/vacations…..# per yr allow……
-Holidays?
-What benefits are given to the staff?

Expenses
-Define, list, when paid, lab, etc…..
-What Lab do you use? Use different lab for different lab orders?
-Will the practice support the acquisition loan (in case of future ownership), pay the overhead expenses and can afford a reasonable income?

Other Questions and Notes:
-What is your practice Philosophy and Goals? For the Practice and with new pt’s tx?
-% of implant surgeries
-Have you had associate before? How many? How long they stayed? What was the reason for the associate resignation?
-How do you advertise?
-Will most dental insurance dictate pt’s Tx plan??
-Do you deal a lot with EMERGENCY pt? Separate operatories for that?
-Average number of emergencies per week?
-Will I be doing hygiene/prophy when I don’t have pt?
-Who determines how long I have when spending with new pt/initial exam and record?
-Do I have a separate apt to do comprehensive exams and record, or do I perform the TP when pt comes in for cleaning?
-How long does a hygienist spend on their recalls?
-Is there a particular doctor in the area who is your main competitor?
-Who sees the patient first (Doctor, hygienist, associate)?
-Why was the partnership offer turned down by an associate (if applicable)?
-Will I be able to visit the office during regular working hours?
-Does the doctor have a report showing how much treatment is treatment planned?

Partnership/Buy in/Sale
-Discussion/Formula/Price
-What is the time frame for an associate position before we can talk about partnership/buy in/buy out?
-Is there an option for future ownership? Are you considering a move out of state?

Restrictive Covenant
-Define


Posted by Morgan Pace.

Morgan Pace is the Southeastern U.S. Account Executive and Senior Recruiter for ETS Dental. He can be reached at mpace@etsdental.com or 540-491-9102. ETS Dental is a Dental Recruiting firm specializing in finding and placing General Dentists, Dental Specialists, and Dental Staff throughout the United States. www.etsdental.com

Guide to Interviewing an Associate Dentist Candidate

Adding an associate can be a daunting process. Here is a quick step-by-step overview including helpful links to more detailed information.

Before the interview:

• Be sure to check all licenses for disciplinary actions.
• Will the candidate be relocating? Know the advantages of your area.
• Have answers to these commonly asked questions.
• Plan your questions to include a balance of technical, experience, behavioral and opinion questions.

Sample Interview Questions

• What attracted you to my position?
• Where have you worked?
• How long have you been in each position?
• What would your current boss say that you do well?
• In what areas would he/she say that you needed to improve?
• How often have you been late over the last year?
• In which insurances did you participate?
• What was your average production at that office?
• What lead you to look for other positions?
• What kind of notice period do you have to give?
• Do you have a restrictive covenant that would keep you out of this area?
• Are you right handed or left handed?
• Are you familiar with the equipment used in this office?
• What are your clinical strengths?
• What do you prefer to refer out?
• In what areas do you have interest in further training?
• How would you describe your practice philosophy?
• What days are you available to work?
• Are you interested in eventual partnership or ownership? How soon?
• What are your income expectations?
• What motivates you?
• If you have ever been in an office with a light schedule, what did you do with your free time
• What did you do to help fill the schedule?
• Which of your strengths and achievements do you feel best distinguishes you from other candidates I may speak with?
• What do you like the most about this position? Least?
• Now that we have spoken are you interested in pursuing this position further?

Be sure to explain what the next step would be and when they can expect to hear back from you.

After the interview:

• Check references before considering an offer. Here is how.
• Review your notes. Are there any "red flags" you should investigate before making an offer? Here is a list of things to look for: Potential Hiring Red Flags
• If you feel that you have found the best available match, move quickly to get a commitment.
• Before making an offer, be sure that you know the current market standard Income potential varies from community to community.
• Make sure that your contract is complete: Employment Contracts - What a New Dentist Should Know.

Other factors to consider when writing up a contract include:

• Restrictive Covenant
• Compensation Considerations

Onboarding:

• Make your expectations clear from the beginning.
• Make them feel welcome.
  
  

Posted by Morgan Pace.

Morgan Pace is the Southeastern U.S. Account Executive and Senior Recruiter for ETS Dental. He can be reached at mpace@etsdental.com or 540-491-9102. ETS Dental is a Dental Recruiting firm specializing in finding and placing General Dentists, Dental Specialists, and Dental Staff throughout the United States. www.etsdental.com

 

The Associate Dentist Job Interview – Questions to Ask Your Next Associate

Most dental practices are small businesses where the difference between adding a great associate and a bad one can mean a huge swing in revenue. This is why interviewing is so important to the process. Not only is this your time to impress the potential associate with the quality of your opportunity, but this is when you are most likely to uncover red flags and issues that will affect the success of the hire.

This blog is broken into two parts. In our previous blog, we covered what you can and cannot lawfully ask a job candidate (link- http://dentalrecruiterblog.blogspot.com/2012/07/the-associate-dentist-job-interview.html). In this section you will find a list of sample questions that you may wish to consider asking as you interview a potential associate. You will likely have other questions that are more particular to your own office but our hope is that this will serve as a good starting point.

Work History

• Where have you worked?

• How long have you been in each position?

• Why did you switch jobs?

• Describe the general environments in which you have worked

• In which insurances did you participate?

Goals/Motivations

• What motivates you?

• What attracted you to my position?

• Why are you looking for another position?

• In what way do you hope to develop over the next 1-3 years? 5-10?

• Are you interested in eventual partnership or ownership? How soon?

• What are your income expectations?

• What do you like the most about the position with my practice? Least?

Clinical Philosophy

• How would you describe your practice philosophy?

• In what areas do you have interest in further training?

• Are you comfortable working with amalgams?

• Do you have an opinion on [amalgams, sedation, implant dentistry, influence of insurance companies on dentistry, benefits of group practices, future of clinical care, etc.]

• How do you present treatment plans? What is your success rate?

Competencies and skills

• What would your current boss say that you do well? In what areas would he/she say that you needed to improve?

• What was your average production at that office?

• What are your clinical strengths? Are you comfortable with [molar RCT, surgical extractions, implant placement, seeing children, full mouth reconstruction, etc.]

• What do you prefer to refer out?

• What CE courses have you taken recently?

• What journals do you read?

Uncovering future issues

• Will you need to relocate for this position? If so, who else will be affected by your move? Are there factors that would make either area more appealing? Will you need to sell a house?

• What is an acceptable commute time for you?

• How often have you been late over the last year?

• What kind of notice period do you have to give?

• Do you have a restrictive covenant that would keep you out of this area?

• Are you right handed or left handed?

• Are you familiar with the equipment used in this office?

• What days are you available to work?

• Will you be able to provide references from other dentists or specialists? Former employers?

• Are you willing to undergo a background check and drug test?

• What resources do you need in order to be successful?
• Now that we have spoken are you interested in pursuing this position further?

Sorting the best from the rest

• If you have ever been in an office with a light schedule, what did you do with your free time? What did you do to help fill the schedule?

• What do you use to measure your success?

• Which of your strengths and achievements do you feel best distinguishes you from other candidates with whom I may speak?

Contributed by Morgan Pace, Senior Dentist Recruiter for ETS Dental, www.etsdental.com | mpace@etsdental.com | 540-591-9102

The Interview for All Dentist

Because you are looking for a long-term position, it is as important for you to interview the prospective employer as it is for them to interview you. It is good to have some questions prepared. This will show interest and give you information you need, as well as take some pressure off the interviewer.

Questions for your interviewer:
NOTE: DO NOT lead off with questions about compensation.
a. What are your treatment philosophies?
b. What would be expected of me as an employee; what role would I be expected to fill; would I be limited to certain types of cases, such as endo or pedo, etc.?
c. Tell me about your patient base: families, geriatric, pediatric, etc.
d. What demographic changes have occurred with your practice in the last ten years? What changes are on the horizon?
e. Do you actively market or depend on referrals?
f. What kind of equipment do you use?
g. What about your practice are you the most proud of?
h. Where do you see the practice in five or ten years?
i. What are your personal and professional goals?
j. What are your goals for the practice?
k. Are you referring a lot of certain type of case out of the practice?
l. What specific things are you looking for the new Associate to bring to the practice?

The telephone interview
1. Return your phone messages and E-mails promptly. It speaks to your motivation, interest, and courtesy. Don’t let returning phone calls or e-mails become an issue or an obstacle to getting an interview. Even if you don’t think you will be interested in an opportunity, return the call. On more than one occasion we have seen a candidate get a call from Practice B when he was already talking with Practice A. The candidate puts off returning the call to Practice B. Two or three weeks later, the opportunity with Practice A does not work out and now Practice B will not consider the candidate because no calls have been returned.
2. Your main goal in a telephone interview is to get a face-to-face interview.
3. Ask for the interview. Take the initiative to set a time. Say something like, "From what you have told me, I would be very interested in meeting with you and coming to see your practice. When would be good for you?"
4. Smile--even on the phone. You really can hear when someone is smiling.

The face-to-face interview
1. Treat the staff with courtesy and respect. A practice owner often feels like his or her staff is like family and will listen to their opinion, especially if it is negative. On more than one occasion, we have seen excellent candidates not offered an opportunity because they treated a staff member poorly.
2. Smile and show some enthusiasm. More candidates are hired because of their personality and positive attitude than because of a specific clinical skills. One high-end cosmetic practice told us they had interviewed six different dentists. They hired the candidate who smiled and appeared to truly enjoy being a Dentist, passing on a some more experienced candidates with less personality and enthusiasm.
3. Show sincere interest in the hiring Dentist's situation. Understand that the Dentist needs to solve a problem. Maybe the practice just lost a key associate or partner. Maybe the practice is growing and cannot keep up with patient demand. Maybe the Dentist needs someone to take over the practice when he or she retires. You need to get a clear understanding of the Dentist’s true motivation for adding an associate. Once you truly understand needs of the hiring Dentist, you can mutually determine if you are the solution.
4. If you are interested let the owner know you are interested. At the close of the interview say something like, “I just wanted to let you know that I am very interested in this opportunity and I am ready to take the next step, what ever that is. How should I proceed from here.” This doesn’t mean that you will accept the job with no further discussion. It simply shows you would be sincerely be interested in discussing contract terms or meeting with other partners, consultants, or staff members as needed.

After the interview
1. Thank you notes. Always send a Thank You note after an interview. Buy Thank You notes prior to going to the interview. Make sure you get a business card from everyone you speak with so you can verify the spelling of their name, their title and the correct address. Immediately after the interview, drive to the local post office or collection box, write a brief Thank You and mail it immediately. Do not put it off. If your timing is right, the practice will get the Thank You note the next day. Even if you don't want the job, it is professional and impressive to thank your interviewer for his/her time.
2. Call the practice in two or three days. If you don't hear anything from the practice after a few days, call them and let them know you are still interested.
3. Working Interview. Offer to do a one or two day working interview.