Computers, e-mail, high-speed Internet access, secure networks and a host of other technologies have changed the way many industries work, and now even more, they're changing the way people commute - or whether they even commute at all. Across the country and around the world, more companies, small businesses included, are catching on to the economic advantages of having a remote workforce.
Richard Lee, CEO of Planet DDS, knows about this first hand. His Irvine, CA-based company provides Web-based software solutions for the dental industry. More than half of Planet DDS employees work out of home offices.
"I wanted to leverage technology to create the best possible team of people, without limiting them geographically." Web-based software solutions that already exist in conjunction with leading edge communication technology make this concept possible, even for small businesses.
The company uses an online application to track all contacts with customers and potential customers. This allows anyone in the company via internet access to see customer activities on a real time basis. The company also uses a web-based project management application that follows the status of various projects. Again, it doesn't matter where the workforce is located to see which projects are on target and which are not. For email, Planet DDS uses Microsoft Exchange. This online application allows employees to view company email, schedules, etc. from anywhere at anytime, without the problems associated with the software and hardware of maintaining these services internally.
Can this work in dentistry?
Obviously not all dental office employees can work off-site; however, new technology offers the potential for a new paradigm in regards to the traditional front-desk and business administration job descriptions. Consider the following scenario:
- An office utilizes an online practice management system that is accessible with the proper security clearance to an employee at home.
- All calls to the office are routed to the home office of the employee. If the call is related to an appointment or an account question, the at-home employee can easily handle it. If the call requires the dentist's input, the call is forwarded back to the office.
- The off-site employee can do all billing, collection, and insurance management from home.
- The off-site employee can confirm all appointments and manage general mailing tasks.
- The off-site employee can manage most vendor (e.g. supplier) relationships.
- The off-site employee can manage all new patient registration issues.
This potential scenario opens the door to a myriad of possible advantages - and staffing configurations - to a dental practice.
- How many excellent front desk staff are lost because they want to stay at home with their children? In this scenario, a practice can tap into a huge talent pool.
- This scenario off-loads a large portion of in-office telephone calls, which can be so disruptive to back-office operations.
- If a practice works with two or more off-site staff members, vacation, sick leave, etc. no longer become an issue.
- Turn-over and training issues are greatly reduced.
Is this technology available in dentistry?
Yes, this technology is already available in dentistry. Planet DDS (www.planetdds.com) offers Web-based practice management software services that will surprise you. The days of overly-simplistic Internet software are a thing of the past.
Denticon, the core practice management software offered by Planet DDS, rivals and often exceeds the capabilities of any desktop software on the market. So, you are able to get best-in-class sophistication in addition to remote, anywhere access.
Going Remote
Of course, working at home isn't all comfy sweatpants and fuzzy slippers. It takes forethought and planning to make it happen.
First, think about the actual space your employees will occupy and how it relates to their role. "Will they be interacting with patients or working independently? If employees will be talking on the phone a lot with patients, you may want them in a space that's private from the rest of the house where barking dogs and crying babies won't be a problem," says Lissett Garcia, a sales consultant for Planet DDS.
It's important to have a place where you can close the door. It's also important to maintain a good work/life balance. Sometimes that line blurs and you find yourself checking e-mail at 10 p.m.," she says. "That can lead to burn out."
Next, consider the kind of technology your employees will need, from desktops or laptops, printers, access to servers and even the type of Internet access. Most importantly, make sure you standardize all the hardware and software. IT support will be much easier, if you standardize on a single type of equipment and configuration.
Lee learned about standardizing technology the hard way. "When we first started out, we didn't have standardized equipment, and it was a real problem. We had some people with old PCs that were infected with viruses; they hadn't been updated at all. Remote workers save you lots of money on office space, but you can't be cheap on IT. Buy your employees new laptops. The old stuff is expensive and frustrating to support. Budget for your IT, and don't scrimp."
Garcia also says to make sure your remote employees have access to technical support. "They can't do their job if they're trying to deal with an unknown problem. Easy access to technical help can keep your workers up and running."
Finally, consider your company's policies and benefits structure. Think through what you can and can't provide for your employees and create a policy. Will you reimburse for car mileage? How will you reimburse for broadband access, phone, and cell phones? If you have employees in more than one state, and you offer medical insurance, be sure to find a broker who can source insurance in multiple states.
Lee has seen an interesting attitude from employees who work remotely. "Maximizing their income isn't their primary motivation," he says. "For them, the most important issues are flexible scheduling and a fair income. Some want to work 20-30 hours a week, bring in extra income for the family and still be involved with their children's lives."
Remote Pros and Cons
Both Lee and Garcia acknowledge there are advantages and disadvantages in having a remote workforce. "Having employees that work from home reduces our overhead and we see a much lower turnover rate," says Lee. "The downside is that there can be a sense of not belonging or alienation."
Garcia says the main challenge for her is communication. "If you all work in one office, you just walk down the hall to ask someone question. We can replicate that atmosphere by using GotoMeeting.com, which lets us collaborate and share screens."
Ultimately, Lee says his business wouldn't exist if it weren't for remote access technology. "I'm able to offer opportunities to otherwise unavailable talent, and for small businesses talented employees is the difference between success and failure. The technology makes it all happen."
William B. Jackson, DDS is Vice President of Business Development at Planet DDS, Inc. He can be reached at
bjackson@planetdds.com.