WHO WE ARE
Owner, Dentists, Leads & Team
A quick word from Dr. Josh: Welcome on board! Me, You, Us.
Hi! I’m Josh Cochran! Josh…Dr Josh! I am the founder and owner of Dr C Family Dentistry. This adventure started when I was a young dentist, working in other great practices. I was very happy and excited about my career, but something was missing. At first, I couldn’t put my finger on it… Until I came to realize that most practices – while delivering amazing dentistry – don’t put patients’ experience first. They just don’t see it as a critical factor contributing to earning patients’ trust and making them genuinely want to come back. I mean, would you go to a coffee shop where the coffee is amazing but the ambiance, service, decor, music, or smell is mediocre? Then why should it be different for a dental office?!? Patients can pick between hundreds of dental offices, we need to give them a reason to trust us with their health. I believe providing them with the best experience is how we’ll make a difference.
This is where you come in… If you have this culture book, you were probably just hired, you have heard about our values and they should make sense to you. I can’t tell you how excited and privileged I feel that you’ve chosen our practice to build your future with us.
Together we will to make the difference that impacts our patients with an outstanding experience and creates a bond with our community unlike any other practices have! If you are part of our awesome team, you should be going home every day feeling proud of what you’ve accomplished, and looking forward to coming back the next day! This is my hope for you with us!
A quick word from Dr. Amy and Dr. Ball: It is all about our growth together!
Hi and welcome! We’re so glad you’re here! We are very proud of our practice and have invested a lot of time working on our vision, our project, our unique approach. Our values are so central to everything we do and we are 100% patient centered.
If you’re reading this culture book, it means that we recognized in you the same care, a natural connection between your personality and this practice. It is key for us to see you blossom in this practice. We invest in you as much as we want you to invest in this office. We’re excited to keep building our vision with you! Our hope is to see you grow personally and professionally, as the practice does. From now on, we are going to spend a lot of time together! So if you feel we can help you with anything, please always feel free to ask! We like the concept “dental home” and we hope this is what you’ll find among us!
A quick word from the team leads: We are so excited to equip you for success!
Welcome on board! We are Jenn, Kalie, Angie and Alex, respectively back office lead, hygiene lead, front office lead, and people/development management. We’d like you to know that no matter what your area of expertise is, the three of us are here to help you succeed at your job. We’ve all been in your shoes and you should know that when you have any questions, we’ll always be happy to help you, should it be technical, relational or about any concerns you might have.
As team leaders, we consider that the whole team’s success depends on your success and we’ll do everything we can to equip you toward our common goals!
Dr C Family Dentistry is more than a mere (and great!) dental practice. It is also a community that we all enjoy being a part of. We hope that you will enjoy calling our company “home”!
A quick word from the team: We can’t wait to get to know you!
A new team member! We can’t wait to get to know you, where you come from, what your passions are, what’s your favorite food, what you do for fun! All of us here have very different personalities, but we all share a passion for dentistry, amazing customer service, and our patients. We like to treat each other and each patient like we’re family. And it’s always great news when a new family member comes on board!
We love motivating each other to give our best while having fun at work every day! If you have any questions, you should always feel comfortable to come to us. Dr C encourages us to cultivate autonomy and a mindset of continuous improvement; and we love coming up with solutions!
General History and Philosophy
Dr C Family Dentistry was created in June 2014, at the exact location where it is today. Back then there were only 4 of us: Dr Josh, one hygienist (Kalie), one assistant and one admin person… As you can tell, in three years our growth has been constant and went far beyond our expectations. There are now 23 of us: 3 Doctors, 5 hygienists, 8 assistants, 6 front office staff, and one person working on management and growth. We are currently the fastest growing dental practice in Spokane Greater Area, on track to open our second office in 2018, then one each year.
As we grow, our goal is to:
- maintain the highest quality of care and convenience for our patients
- make each patient feel important and genuinely cared for
- provide our staff with a work environment that they are proud and happy to call home
- develop a team spirit where coworkers can rely on each other
- keep working on our personal growth and pursuit of excellence
Since day #1 our values have been foundational to our growth – they are our signature and what we are known and appreciated for.
In our practice, we talk about patients’ experience all the time…how can we improve it, make the waiting time shorter, offer same day add-ins, use technology to bring hyper convenience for our patients…. This is where our attention is focused, and we work hard daily on improving all of our systems.
Do you know the difference between “taking care of patients” and being “patient-centered”?
Take a moment now to reflect on this question and your thoughts.
A patient who comes to our office should always feel a natural flow, from the moment they arrive to the moment they leave the practice. Being patients centered means that we have carefully crafted each little detail that makes the difference between a mediocre and an outstanding experience.
Dr. C: A Name,
A Path, An Identity
It’s all in the details!
The colors on the walls, the fragrance of the office, the waiting time at the reception and between providers, etc… All these are components of our brand that we’ve refined with time, with one focus: keep the patient at the center of all our systems. Everything we do revolves around providing patients with the best possible experience. Does it mean that patients are always right? No. But patients are always the center of our attention.
Dr C Family Dentistry Timeline
Past and future goals
2014 – Opening of DR C Family dentistry: 1 Dr, 3 staff
First patient: Dr Josh’s mom! 244 patients by the end of the year
2015 – Team of 7, 756 patients
2016 – Team of 15, 2nd provider, 1607 patients, practice with the most positive reviews in Spokane Valley
2017 – Team of 23, 3rd provider, 2539 patients
2018 – 2nd office, 4th provider, 3000 projected patients
2019 – 3rd office, 6th provider, 4000 projected patients
2020 – 4th office, 8th provider, 5000 projected patients
OBJECTIVE OF THIS BOOK
What we call 3.2.2 is the process to train new staff members in everything they should know after 3 days, 2 weeks, 2 months. Each landmark is an opportunity to address your strengths and weaknesses. We want to create an environment of trust – trust is the pillar for all relations with your peers and it will influence your relationship with patients. We invite you to be open about the challenges you encounter, so we can help you overcome them and be successful. Remember that your success and our success are the same thing.
80% Autonomy Vs Dependency = Train Leaders, Not Followers.
We believe in autonomy! For that reason, we consider that staff members are ready when they are trained at 80% of the task they need to accomplish. We want you to combine your skills and experience, with the training you will receive in our practice, and this culture and process book. In doing so, and within a few months, you will be at your best level of care and attention for patients.
After your initial 90 days, you will also become owner of certain areas and processes. We will expect you to have a continuous improvement mindset, and become our “in house” expert for those areas/processes.
From there, it is up to you if you want to grow toward more leadership responsibilities or not. However, accountability and acting according to our values are always expected, regardless of the level where you wish to be in our organization.
Culture & Values
In our practice, we consider that every staff member is an ambassador. That means you are one too! As such, we want you to feel a natural connection with our values, embody them and proudly represent who we are and what we believe in. In the process of growing our company, we hope that each one of our staff members could be a seed to multiply and duplicate our dentistry culture in new locations, new towns, new states.
Please take a moment to think about how important the following values are for you, and how you think they impact your relations with other team members and patients.
- Loyalty to patients
- Personal excellence & consistency
- The pursuit of happiness
- Vision for growth & success
The Dr C Way…
You understood by now that there is a very specific “Dr C approach.” We like to challenge the status quo, and to deliver more than amazing dentistry. It is key that you embrace this and make the “Dr C approach” yours, so that patients always receive the same great care. Your personality adds the final touch, and is invaluable to the practice and patient experience. If you have any concerns about any of our processes and how they may be improved, please think about a tangible solution and talk to your team lead. This discussion is always open – we value your feedback.
FRONT OFFICE, BACK OFFICE, HYGIENE
What Do We Expect Of Our Teams
As a team member, the true nature of your character will be essentially measured when you’re under pressure, challenged, or encountering a difficult situation, should it be technical or relational. We expect each one of our staff to show the utmost level of respect, teamwork and collaboration. In case of conflict, and regardless of the fault, our team members should take personal accountability and always work toward the resolution of the problem. By superseding each other’s expectations, we will naturally offer the highest level of service to our patients.
A lot of tasks that we accomplish daily overlap between distinct departments. A patient shouldn’t be waiting because a department is too busy. When the back office takes care of financial solutions, it frees up the front office to take care of new patients or work on collections. If the back office is extremely busy, the patient will be handled to the front office team to check out. All our choices are made to create a better experience for our patients. As a team member you are expected to understand the flow of our patients and collaborate with other teams. Cross-team culture is paramount!
Front Office’s Team
Angie was born and raised in Othello, WA. She comes from a close Italian family, where all gatherings are focused around amazing food. We are excited for the twin girls Angie is going to have this Spring! As an avid sports fan, she loves college football. GO HUSKIES!!! Christmas is Angie’s favorite time of the year, gathering with family and watching Hallmark Christmas movies.
Angie has been a dental assistant and insurance coordinator for 14 years, before moving toward leadership. She thoroughly enjoys all aspects of the dental field.
Strengths: everything insurance related, solid dental background, organizational and leadership skills.
Where do you see yourself in the team,
today and tomorrow?
Back Office’s Team
Jennifer grew up in Spokane and graduated from University High School right here in Spokane Valley-GO TITANS! Jennifer attended Spokane Community College and received her Dental Assisting certificate in 2015. She wanted to further her skills as a dental assistant and obtained her Expanded Functions Dental Auxiliary certificate the following year. With her great attention to detail and passion for patient care, she proudly calls herself, “your white filling specialist!”
Jennifer and her husband are local business owners here in Spokane. They have 2 children, and Jenn is a dog mommy to 2 wiener dogs! In her spare time, she enjoys going on walks, and getting outside if the weather is nice.
Strengths: organization and leadership, purchasing
Where do you see yourself in the team,
today and tomorrow?
Kalie graduated from Eastern Washington University in 2012 with a bachelor’s degree in dental hygiene and a minor in communication and health science.
“I always wanted to become a dental hygienist,” says Kalie. “Working at Dr. C Family Dentistry is the perfect fit for me!”
Kalie and her husband, Travis, met at Planet Ice where she was a competitive figure skater and he played hockey. They have a daughter named Sadie and adopted their dog, Crosby, from the Spokane Humane Society. Kalie also enjoys riding bikes, playing golf, and spending time with friends and family.
Strengths: coaching, organizational and leadership skills, patient’s experience
Where do you see yourself in the team,
today and tomorrow?
What Is A Process
A process is a series of actions or steps taken in order to achieve a particular end. A group of processes defines a system: a set of principles or procedures according to which something is done; an organized scheme or method.
This culture book’s objective is to present the processes and systems that define the highest level of care, and the Dr C way.
We cherish and cultivate individual performance and character, but our systems are what makes patients’ experience flawless and consistent. Without processes, we wouldn’t be able to measure the quality of our care, as well as our performance, whether it is at a collective or individual level.
Processes are the key to a healthy growth, duplicating our systems, and opening new offices.
Ownership, Accountability & Continuous Improvement
A name attached to each process. In our office each team member has an area of responsibility/accountability, which means that they will be our office’s expert in that area.
With accountability comes an idea that is very important to us: continuous improvement. Also known as the Kaizen approach, continuous improvement is a long-term approach to work that systematically seeks to achieve small, incremental changes in processes in order to improve efficiency and quality.
Perfection is a goal, not a destination. The quest for excellence never stops, and continuous improvement is how we implement it on an everyday basis.
Measurables & KPI’s
A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets.
At all levels of our practice we use KPIs, in order to improve the quality of patients’ experience, as well as profitability. These two factors are what creates a brand, and they are foundational for a healthy growth.
Finding the right KPIs is crucial if we want to measure – objectively – the efficiency and relevancy of our processes. The question you want to ask yourself when defining a KPI is: “what does this process look like when it’s done by a master?” Once you answer this question, the result needs to be converted into a score. This score is your target!
Working with us, you will find that we use KPIs for pretty much everything. Just like processes, KPIs can always be improved. As an area owner, it will be your responsibility to work on your KPI’s continuous improvement.