In a market flooded with nearly 250 prosthodontists, how do you not just survive but thrive while building a practice that patients fly across the world to visit?

Dr. Graziano D. Giglio is a board-certified prosthodontist with a distinguished career spanning over three decades in New York City. He earned his D.D.S. and completed postgraduate prosthodontic training at New York University College of Dentistry, where he currently serves as Adjunct Clinical Associate Professor. Dr. Giglio is a Fellow of the American College of Prosthodontists, the American College of Dentists, the Greater New York Academy of Dentistry, the Northeastern Gnathological Society, and the New York Academy of Dentistry. He served as President of the Greater New York Academy of Prosthodontics in 2013 and received the Prosthodontist Private Practice Award from the American College of Prosthodontists that same year. He operates an interdisciplinary practice in Manhattan with his wife, Dr. Ana Giglio, a periodontist.

This episode reveals the systematic approach Dr. Giglio has used to build a thriving 13-operatory practice with three dentists and a team of 20 in one of the most competitive dental markets in the world. The conversation explores how exceptional patient experience drives practice growth, the critical role of staff training, and practical strategies for insurance participation that maintain profitability while building the right patient base.

Episode Highlights:

• The 60% insurance participation rule that determines practice profitability—accepting insurance payments below 60% of standard fees results in working for free since most dental practice overhead runs approximately 60%. Dr. Giglio recommends requiring copays upfront to ensure patient commitment and suggests limiting insurance acceptance to select plans that offer reasonable reimbursement rates.
• Advanced provisional fabrication using pre-scanned digital workflows and milled shells from 130-megapascal materials like iVotion significantly reduces chair time while providing superior aesthetics and retention. These provisionals serve as practice advertisements, generate referrals from other dentists who see the quality, and eliminate emergency visits from loose temporaries when cemented with permanent cement like Duralon.
• Strategic staff training protocols that prevent untrained employees from patient interaction for 90 days while using friends and family members as practice patients for new hires. This approach allows real-world training scenarios without risking negative experiences for paying patients, combined with extended function assistant training to maximize efficiency and reduce procedure times.
• Front desk optimization requiring 3-4 staff members to ensure proper phone coverage and patient greeting, with specific hiring from customer service backgrounds like bank tellers, hotel concierges, and retail environments. Phone skills training emphasizes warm greetings, proper forms assistance, and immediate eye contact upon patient arrival, recognizing that first impressions often determine patient retention.
• Patient trust development as the foundation for practice growth, where 70% of new patients come from word-of-mouth referrals generated through consistent exceptional experiences, compassionate care, and addressing patients' chief complaints rather than comprehensive treatment presentations that may overwhelm or intimidate new patients.

Perfect for: General dentists and specialists looking to differentiate their practices in competitive markets, practice owners struggling with insurance participation decisions, and dental professionals seeking proven systems for staff training and patient experience optimization.

Discover how exceptional patient care and systematic practice management can transform your dental practice into a destination that patients seek out and enthusiastically recommend.