Dental Unscripted | Getting into Ownership and Practice Management Insights

[Music] Welcome to Dental Unscripted,

[Music] where Mike Dinsio and Paula Quinn break down the practice ownership journey, one episode at a time.

[Music] Starting up, buying and running a successful dental practice.

All right. All right. We're back. We're back. Uh, round two. Here we go. Um, we are rolling right into the next, uh, part of this program.

And it's, you know, we just had a great episode. Talked about a lot of the AR stuff that um that folks need to really be paying attention to the health of the AR.

Um but again, as a reminder, if you're just jumping into this episode, go back, watch the last episode that we just published because we are literally rolling into a part two.

My name is Mike Dinsio. I'm one of the co-founders of Next Level Consultants.

The other founder uh is the wonderful Paula Quinn. Hey, what's up Paula? Uh she just waved for us YouTubers.

Um y uh so so we're we today's uh special we're doing a two-part series on AR and uh all the amazingness.

Paula, do you want to give a quick intro uh to Stafani so that we can keep our our juices flowing on this uh process.

But just real quick, Stafani Sandoval for the folks that are just tuning into this episode. Yeah.

uh 15 plus years front office um she leads our front office coaching academy credentiing billing all things front office couldn't couldn't run this place without her so um you know I think you said it best last the beginning of last episode you know we we thought we were amazing um didn't know what we were missing and then once we brought Stephanie in it's like how did we coach these front office we did it for we did it for so many years this out.

You know, that's why a little plug on next level, you know, uh I'll just take that opportunity right now.

And I think a lot of consultants out there are just running a solo show and I did and Paula did and it works.

Like I'm not cutting on other consultants. Yeah. Damn. I thought I was good. I thought I was good, too.

And then I add and then we we combined I'm like, "Well, we're real good now."

And then and then and then two years into that we're like, "Okay, there's a huge hole and it's at the front."

And so Paula snipered Stafani out from under somebody else. And uh if you want to hear if you want to hear that if you want to hear that story, go join us in the evening about 7. No, you you just gave you just gave all the goods of the last episode.

So if you want to hear that story in detail, we I didn't give the goods, I gave the highlights. Yeah.

So, so Stafani, welcome to the show. It's great. It's It's really great to have you.

Um, and uh maybe say a little something about Next Level and how we we really do uh work as a team and and your role within uh the organization.

Yeah. No, I you guys said it, you know, so well earlier, but yeah, it's all things front office.

You know, it's nice cuz we all can talk to each other about, hey, I'm seeing this problem, you know, in the front and I'm sure it's causing this is why you're having the problem in the back, right?

Whether it's treatment, enrollment, right? And then, you know, leading up to Mike, it's like, hey, I'm not making any money, right?

So, it all we all work together. Um, but I always like to compare it to when we talk about job descriptions in the front.

You know, as a girl, we go to a hair salon, there's somebody who's great at color, there's somebody who's great at cut, somebody who's great at facials.

I wouldn't want to go to somebody who's great at facials to do my color, right?

So, everybody has a specific role because they're great at it. So, you know, love that.

I think, you know, when we talk about the front office specifically is that yeah, you can think you're great at everything, but maybe you're just mediocre at a lot, right?

Yeah. So, Jack of all trades, m of none, right? Jack of all trades, master of none. I love that stuff.

I've never heard that before, but that's a good one. I'll use it.

I'm not a girl, so I wouldn't know that one, but that's a good one. Um, what about me?

I do my own facials and hair. Paula is truly the jack of all trades.

Um, well, let's I colored my hair this morning. Geez, looks amazing. Um, all righty.

So, so let's so let's just keep this rolling. We're a few minutes into Paula the figurative drive to the office.

You guys are just uh you're heading on the road and this episode is really about how to to um you know help the front office and uh I think you wanted to talk about some pitfalls before we we jumped over to outsourcing.

So, uh, ending on, uh, that note, uh, where where was your head at there with with pitfalls, uh, before you might consider remote services?

Did Did I Are you talking to me or Yeah. Yeah.

Last episode, you said you wanted to hit some pitfalls. Well, what I actually wanted to say is um which is different because I want Stafani to talk about the actual pitfalls, but for me being a business being a a dental practice owner prior,

I mean, for me, it's like why wait till the pitfalls? I feel like I want my I you guys who didn't to the last episode yet, I talked about having that glass window and watching my front office.

And one of the things that I want I remember those stories, dude. You used to call me used to call me and be like, "What is she doing? She's on YouTube watching TV."

I'm like, "What? Um, and then I was on Magento texting everyone and I'm thinking, I'm paying this person and here I am like, yeah."

So, um, but what I what I really wanted to say was like there to me and Stafani being a front office for all those years can piggy back off this or or talk different about me, but for me,

I want patient experience. I want availability for treatment plan delivery.

No matter how small, whether it's the hygienist getting ready to do a periodotherapy, a gingivitis therapy, hell, a sealant, I want my front office available.

I want my front office available to answer phones, greet, really greet people when they walk through the door, smile if they have to stand up, walk around.

I want it to be, Listen, people aren't loyal today. Patients aren't as loyal as they used to be.

We used to have two dentists in an entire town. Now we have 50. Um, we also have the alllod Zenials, you know. Um, go ahead.

Yeah. The all-loved zenials that Listen, I'm raising a couple of them.

Zero. You piss them off, they're gone, man. They'll they'll write a bad Google review, bash your whole place, burn the place down, and then walk out, you know?

So, yeah. It's and and it and it has changed right over the generations.

Stuff has just totally changed and it's how they purchase too. Like me, I'm probably I'm