Friday, April 18, 2014    
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Practice Resource Center

 Thursday, April 10th, 2014 - System Performance/Connectivity-RESOLVED

7:15pm CST: UPDATE - the situation has been corrected.  We will continue to monitor for any continuance.

11:30am CST: We are experiencing an inordinate amount of traffic from an unknown source, effectivetly slowing down or disconnecting users from the system.  Our data provider's security team is analyzing the source of the unkown traffic.  Until then, users may experience periodic slowdowns or disconnects.  We will update this message as progress is made.

 Sunday, April 6th, 2014 - System Maintenance

The Practice Procurement System (PPS) will be down for maintenance Sunday 4/6/2014 between the hours of 9 and 12 PM.


Tuesday, March 11th, 2014 - Aetna Changes

Effective May 1, 2014, Aetna is changing their provider payment policy.

Electronic Funds Transfer (EFT) will be the only method of provider reimbursement. All providers will be required to enroll.

Please click HERE for more information and the official notice form Aetna.


 Thursday, March 6th, 2014 - The "Walrus" Link

This weekend we will be redesigning the way some users connect to our applications page. This change will be seamless and there will be no service interruption. Our “Walrus” link on will redirect to the same page as our “Apps” page. The page will look different but the functionality will stay the same.


Tuesday, March 4th, 2014 - Metairie Office

The Metairie corporate office will be closed on Tuesday, March 4th so that our employees may enjoy the Mardi Gras holiday with their family.  Technical Support, Help Desk Support and the financial services call center will be available.  You may contact the Dallas corporate office at (877) 875-7408 or if you have an operational emergency, please contact the department head via e-mail.  They will contact you as soon as possible. 

Thursday, February 27th, 2014 - Biggest Gainers!

Announcing OSI’s Biggest Gainers!


CONGRATULATIONS Dr. Claudio Caycedo & Dr. Aaron Tolman & Teams!

This practice achieved 109.36% of their annual goal, and is crowned OSI’s overall Biggest Gainer, winning $5000 in prizes.


Congratulations to all OSI Biggest Gainers, winning $1000 in prizes:


August, 2013:              Dr. Cao & Team

September, 2013:       Dr. Burris & the Northwest Arkansas Teams

October, 2013:            Dr. Cao & Team

November, 2013:        Dr. Bernstein & St. Helena/Clear Lake Team

December, 2013:        Dr. Burris & the Northwest Arkansas Teams


Updated Results are in… Where did you rank?


Click the logo below to see where you ended 2013!




Thursday, January 9th, 2014 - Weekend Maintenance

On Sunday, January 12th, the NETADMIN team will be performing maintenance on the OrthoSynetics Internet portal  This portal is behind redundant systems so we do not expect any issues connecting to OrthoTrac, SmileLink or other applications published on the Internet portal during this time; however there could be brief periods where there could be issues connecting or logging in.  Maintenance is scheduled from 6:00PM EST on Sunday and should be completed by Monday, 6:00AM EST.  


Monday, January 6th, 2014

Dallas Conference Registration Closing SOON!

Register Online TODAY for OSI’s Management and Leadership Conference

Registration closes Friday, January 10, 2014


Registration for the 2014 Advanced Practice Seminar is available on  Access to OSI’s Management and Leadership Conference is a quick click away!  CLICK HERE for details on the conference, and to register your team TODAY!

For answers to questions regarding the OSI Management and Leadership Conference, please email Jamie Hagen, at

Saturday, December 21st, 2013 - Phone System Degradation

Part of the OSI Phone system has failed, leaving the system capable of handling only half of the normal call volume. Replacement equipment should arrive on Tuesday, December 24th and will be installed before the close of business. Until that time, during high call volume periods, you may receive a fast busy signal. If this occurs, please try back again a short time later or contact us via email.

Help Desk:

Technical Support:

Tuesday, December 3rd, 2013 - Windows XP is No Longer HIPAA-Compliant as of April 8, 2014!

We have been receiving inquiries regarding Windows XP and HIPAA compliance. On April 8, 2014, Microsoft officially ends support for Windows XP – meaning those computers are no longer HIPAA-compliant. What does this mean to OSI and our clients? It means that computers running Windows XP can no longer be used to access or view patient information.

While our support team has been prompting offices for the better part of a year regarding this issue, we find many offices have not upgraded many of these Windows XP computers.
What options exist for an office? They can upgrade the operating system to Windows 7 (Windows 8 is not compatible with many of the existing imaging systems out there right now) or replace the computers. We recommend replacing the machines, as there is little difference in the total price between the two options and many of the computers running Windows XP are greater than three years old.

This extends beyond the walls of the office.  For those that do work from home, the same applies.  A computer running Windows XP (after April 8, 2014) cannot be used to access PHI, as it will not be HIPAA-Compliant.

The sooner offices move to update their systems, the more time they have to spread out the cost. If there are any questions, please contact technical support.
For those who want some more detail (this is your geek moment) - this last section is for you!

Windows XP was first released in 2001 - 12 years ago. Windows Vista replaced it in 2007, which was replaced by Windows 7 in 2009, which is in the process of being replaced with Windows 8 - which started in 2012. While Vista had its issues, Windows 7 was much more stable - and has been out for four years already (the average lifespan of a computer is three to five years).

Why is Windows XP no longer HIPAA-Compliant as of April 2014? There is a string of items from the HIPAA and HITECH acts leading to this.  These acts require computers used to access Personal Health Information (PHI) to be patched and secured from security vulnerabilities, malware, and computer viruses. This entails the developer of the Operating System to release security patches and updates to close security flaws (referred to as security holes) found in the system. When these patches and updates are no longer released - the operating system no longer meets the requirements of being "patched and secured" - which is where we find Windows XP in April of 2014.  The Malware/Spyware/Virus community is eagerly awaiting this point in time, as they know there will be many old, unpatched, outdated systems waiting for them to attack and use for unlawful reasons.

If XP support is ending - when will Windows 7 support end - Vista - Windows 8? Microsoft does have tentative end-of-life dates for each of these products - which they may extend based upon the products use at the time. As of this writing they are:

Vista - April 11, 2017
Windows 7 - January 14, 2020
Windows 8 - January 10, 2023

So - what about other operating systems - can't I just switch to a Mac and be safe? Short answer – no.  The manufacturer of the operating system does not matter - all software is vulnerable. Apple releases security updates on a regular patching schedule just like Microsoft and Macs must be kept up-to-date - just as with any operating system – to remain compliant. The difference is that Apple only supports an operating system for between six months and two years after it is replaced. You still need to upgrade the operating system on a Mac to remain compliant as Apple releases upgrades and continue to apply the security patches released on a regular basis.

AH HA! I can just switch to a computer running Linux and be safe and it is FREE (in some cases)! Sorry - not so fast. The problem here is even larger. There are many different versions of Linux from many different sources out there. Most of them have no security updates or patches (meaning they are not compliant). The Open Source community supports some of these - but the sources cannot always be trusted or known security holes may remain unpatched for long periods. The only way to remain compliant with a Linux OS is to purchase it from one of the companies that do sell and support Linux and keep it patched and up-to-date.

No matter which operating system you prefer, you are required to maintain the machines to meet HIPAA requirements.  We do recommend replacing computers every three to five years for operational considerations (with updated versions of the operating system installed).  If planned out on a regular schedule, it is easy to spread the cost over time and maintain compliance while keeping your computers in good working condition.

Monday, December 2nd, 2013 –  Open Enrollment!

Health Insurance Open Enrollment has started for most locations and will continue through Friday, December 13th.

Please visit the Human Resources center for additional information.


Monday, November 25th, 2013 –  Biggest Gainer Results!


October's Biggest Gainers!

Updated Results are in… Where do you rank?

Click the logo below to see where you rank!

Become the next Biggest Gainer!

BIG Challenges… BIG Fun & Prizes… BIG SUCCESS!


This week’s BIG TIP:  A Review of the New Patient Process (Ortho)

The New Patient Phone Call


The new patient phone call is, in many cases, the deciding point for the patient.  Case acceptance truly begins with this first phone call which is the first impression of the practice. 


There are 8 steps to the new patient phone call:


1.      The Greeting

2.       Collect Patient Info

3.       Offer Practice Info

4.       Set Appointment

5.       Give Expectations

6.       Verify Appointment Info

7.       Inquire for Further Questions

8.       The Closing


Preparing for the New Patient Appointment


Preparation by the office team is KEY to help ensure that the patient and parent/guardian are prepared to show up for his/her appointment, as well as make the decision to begin treatment with YOUR office, and more specifically sign the contract that day.


There are 6 steps to take in order to prepare for the appointment:


1.      New Patient Welcome Packet

2.       Confirmation Email

3.       Confirmation Call

4.       Insurance Verification

5.       New Patient Chart

6.       Review before New Patient Day



The New Patient Appointment (3 parts)


Part 1, New Patient Appointment:  Greeting and Office Tour


Once an appointment has been secured, it is important to continue to make another great first impression, engage the patient, and ensure that they sign a contract in his/her first appointment.


Part 1 of the New Patient Appointment consists of the following 4 steps:


1.      The Greeting

2.       Preparation of the Chart

3.       Office Tour

4.       X-Rays and Photos


Part 2, New Patient Appointment:  Orthodontic Orientation & Clinical Exam


Once the patient has been given a tour of the practice and has had his/her x-rays and photos taken, it is time to proceed to the orthodontic orientation and clinical exam.


This portion of the New Patient Appointment consists of the following 5 steps:


1.      Patient Interview

2.       Orthodontic Orientation

3.       Huddle with the Doctor

4.       Introduction of the Doctor

5.       Clinical Exam & Treatment Presentation

Part 3, New Patient Appointment:  Financial Presentation


Once the doctor has successfully completed the exam, he/she will transition the final part of the appointment back to the Treatment Coordinator.  At this time, the TC will present financials, and get the contract signed. 


This portion of the New Patient Appointment consists of the following 7 steps:


1.      Presentation of Payment Options

2.       Providing Incentives to Start

3.       Asking for the Close

4.       Overcoming Objections

5.       Review and Finalizing Necessary Paperwork

6.       Completion of Diagnostic Records

7.       Thank you and Closing


For additional questions regarding what your team can do to become the next Biggest Gainer, contact your Practice Account Manager or Operations Consultant TODAY!

Be sure to watch the Biggest Gainer Highlight Video, available on the Practice Resource Center



Thursday, November 14th, 2013 - Register Now!

OSI’s Management and Leadership Conference

Online Registration NOW Available!


Registration for the 2014 Advanced Practice Seminar is now available on  Access to OSI’s Management and Leadership Conference is a quick click away!  CLICK HERE for details on the conference, and to register your team TODAY!



(See pricing and additional details regarding the Management and Leadership Conference in the post below)


Thursday, November 7th, 2013 - Attend OSI's Management and Leadership Conference!


Email Jamie Hagen, at to register your team TODAY!

Wednesday, October 23th, 2013 –  Biggest Gainer Results!

CONGRATULATIONS Dr. Burris & Team!  OSI’s September Biggest Gainers!


Updated Results are in… Where do you rank?

 Click the logo below to see where you rank!


Become the next Biggest Gainer!
BIG Challenges… BIG Fun & Prizes… BIG SUCCESS!

This week’s BIG TIPS:  Using Morning Appointments to your Advantage

 ü Only book new patients in the afternoon and reserve morning appointments for Initial Bandings & De-Bonds.

Use specific scripting with patients, such as  “Our next available appointment is Monday at 11:00 a.m.”  If the patient insists upon an afternoon appointment, respond with, “Sure we can accommodate that, but unfortunately it won’t be for some time.  If we have you come in on Monday we can get you started right away, and will then be able to pre-book future appointments for the times that work best for you.”  With specific scripting, you can control your own schedule!

Schedule adults during morning and kids in the afternoon.  This gives you a unique opportunity to market morning appointments as adult specific, offering “preferred” time for adults.  For these preferred appointments, consider offering VIP type service, i.e. coffee service, no child TV shows, movies, etc. on in the waiting room, and so on.

Offer incentives to fill morning appointments.  (½ off records, $$ off start, etc.)  Additionally, consider offering a discount on the total case fee if a patient schedules all follow up appointments as morning appointments.

Scheduling success begins on the New Patient Phone Call!  Lead the call by using a sense of  urgency for coming in for the next available appointment!

For additional questions regarding what your team can do to become the next Biggest Gainer, contact your Practice Account Manager or Operations Consultant TODAY!

Be sure to watch the Biggest Gainer Highlight Video, available on the Practice Resource Center.  

Tuesday, October 8th, 2013 –  HIPAA/OSHA Training | Fixed and Available!

NEW OSHA Training REQUIRED by December 1, 2013
GHS Training

Globally Harmonized System of Classification and Labeling of Chemicals

 The US Occupational Health and Safety Administration (OSHA) updated its Hazard Communication Standard (HCS), making significant changes to Safety Data Sheets (SDS), labeling and other forms of hazard communication to be in alignment with the United Nations’ GHS.  One of OSHA’s key stated goals with the update is to evolve from the established worker “right to know” to the worker’s “right to understand.”

 The updated regulation requires employers to train employees on the new label elements and safety data sheet format by December 1, 2013.  The time is now to make sure employees access this training update in order to be ready for the changes as they roll out from manufacturers. 

 This training serves as an adjunct to the online OSHA training course to ensure your practice is compliant with the regulation training requirements. 

 Access the training by following the steps listed below:

 Steps to Complete GHS Training

1.   Click to begin:

Wednesday, October 2nd, 2013 –  Required OSHA Training

OSHA GMS Training Glitch!

An issue was recently discovered with the GHS/Haz Com training course on the TMC training website, and it has been temporarily removed from the site while a fix is being worked out.  In the interim, an 8 minute HazCom video is available for viewing. 

A notice will be place on the homepage of when the training is fixed.


Please note, the login & password to access all HIPAA/OSHA training and video have permanently changed:

                Login:  OS12012

                Password:  OS12012

*Note the difference is the number ‘1’ after OS.  It used to be OSI2012, but is now OS12012.


For additional questions or concerns, please contact Jamie Hagen, at

Friday, September 27th, 2013 –  Biggest Gainer Results!

CONGRATULATIONS Dr. Linda Cao & Team!  OSI’s August Biggest Gainers!


Updated Results are in… Where do you rank?


Click the logo below to see where you rank!


Become the next Biggest Gainer!

BIG Challenges… BIG Fun & Prizes… BIG SUCCESS!


For questions regarding what your team can do to become the next Biggest Gainer, contact your Practice Account Manager or Operations Consultant TODAY!

Be sure to watch the Biggest Gainer Highlight Video, available on the Practice Resource Center.  

Wednesday, August 14th, 2013 –  Biggest Gainer Challenge!

Click Here to Watch The Biggest Gainer Video!

Contact your Practice Account Manager, or email Teri Evans, at to sign up b August 31, 2013. 

This video is available on the Practice Resource CenterFor questions regarding accessing the Practice Resource Center, contact Jamie Hagen.

Thursday, August 8th, 2013 –  Complying with the HIPAA
Complying with the HIPAA Omnibus Final Rule: Compliance Date is September 23, 2013!
The compliance date for changes to the HIPAA Privacy and Security Rules is quickly approaching! The information below will assist your practice with what to do to become compliant by September 23, 2013.
The following areas have changed or been updated regarding HIPAA compliance.  Please be sure to communicate each item with your entire team, as this is the most updated HIPAA compliance information.
The definition no longer includes determination of “harm” but the assumption that any impermissible use or disclosure of protected health information (PHI) is presumed to be a breach unless through a risk analysis it is determined there is a low probability the PHI has been compromised. This is a SIGNFICANT change impacting the handling of potential breach incidents.Covered entities and business associates now have the burden of proof (that proves how you determined whether you have a breach or not) and all incidents must be documented.
Business Associates
Contracts will need to be updated to include several items outlined in the regulations. With a few exceptions, those contracts need to be put in place by September 23, 2013.  Additionally, business associates must have contracts in place with their subcontractors.  Subcontractors must now come into compliance with the regulations and can be faced with the same penalties for not doing so.
Notice of Privacy Practices
NPP will need to be updated by September 23, 2013 to include language specifically related to use and disclosure, patient rights, and breach notification. Once updated, you should offer to all new patients and post a notice in the reception area to inform existing patients that they may also receive a copy of the updated NPP.
Restriction Requests
When patients pay out of pocket for care provided they could request their healthcare provider not to share the information with their health plan. Although this restriction must be accepted, with some Medicaid programs and state healthcare programs, it may not be legally applied due to disclosure requirements.
Patients must have the opportunity to opt-out of fundraising requests.
Patient Records Requests
Patients may request a copy of their information in an electronic format if the practice is utilizing electronic systems.
Updated HIPAA forms are available on the government website.
Visit to print updated forms for your practice.
Posters for states with their own plan, as well as additional FREE posters are available at:
The most recent copy of the Notice of Privacy Practices Acknowledgement of Receipt is available on the OrthoSynetics Practice Resource Center, located under Forms. Access the Practice Resource Center at and click the button on the left hand side of the screen. 
 With questions regarding access to the Practice Resource Center, please email Jamie Hagen, at
The final 2 sessions in the Summer Educational Series have been changed. Please see the dates of each session, updated below:  
Dates have changed:
OrthoTrac: Operations for the Clinical Team Thursday, August 15 @ 12pm CST
Scheduling Efficiencies Thursday, Sept. 5 @ 12pm CST
 Click below to access recorded sessions:

    Communication is Critical                                          


  Clinical Customer Service

With questions regarding accessing registration, series courses or certification, contact Jamie Hagen. 
Sunday, August 4th, 2013 - Monthly Maintenance
On Sunday, August 4th, from 12:00PM to 5:00PM the Network Administration team will be performing maintenance on the systems that host SmileLink, Walrus, and OrthoTrac. These services will experience periodic outages during that time. We apologize for any inconvenience this may cause.
Thursday, July 11th, 2013 - Monthly Maintenance
On Sunday, July 14th, the Network Admin team will be performing maintenance on the email system from 12:00PM to 5:00PM CST. During this time there will be multiple periods where email will not be available. We apologize for any inconvenience this may cause.


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