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In this episode of Inside Dentistry Support, Sarah Beth Herman, talks about why effective onboarding is such a game-changer—for both the team and their clients. She explains that a strong, well-documented onboarding process isn’t just helpful—it’s essential. It lays the foundation for long-term trust and consistent, high-quality performance.

Sarah Beth highlights the need to keep SOPs and Wiki pages up to date, start communication early, and stay in close contact throughout the onboarding process. She also stresses the value of focusing on complex, human-centered tasks—the kind of work that AI can’t easily replicate.

Above all, she calls on leaders to ensure their onboarding processes are clear, thorough, and truly reflect the high standards Dentistry Support is known for.

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In this episode of Inside Dentistry Support, Sarah Beth Herman dives into the heart of onboarding new clients and delivering top-tier phone support. She talks about how important it is to really understand the ins and outs of a dental practice—from the doctors’ names and office hours to the services they offer and the policies they follow. That kind of knowledge, she says, is key to providing accurate, confident, and professional support.

Sarah Beth also unpacks the importance of tone, clarity, and responsibility when speaking with patients over the phone. It's not just about reacting—it's about responding with intention. She shares how tools like the office Wiki and Microsoft Teams help the team stay aligned and keep communication strong.

At the core of it all is the goal to build trust, represent each dental practice with excellence, and help retain patients by making every phone interaction a positive one.

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 In this episode, Sarah Beth Herman dives into the vital role the dental billing and AR support team plays at Inside Dentistry Support. She shares how the first 30 days with a new client are crucial for building trust—and that starts with really getting to know their billing systems and expectations. Sarah walks us through the core of the process: submitting clean claims, posting payments correctly, and staying on top of any outstanding claims. She also talks about the helpful tools they use, like the office Wiki, and why real-time, clear communication across the team is so important. Throughout the episode, Sarah highlights the value of accountability and high standards, all with one goal in mind—earning and keeping each client’s trust. 

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In this episode of Inside Dentistry Support, Sarah Beth Herman speaks directly to the eligibility support team, recognizing the vital role they play in creating a strong first impression and building trust with new clients. She walks through the onboarding journey during those crucial first 90 days, stressing the importance of being precise, keeping thorough documentation, and responding quickly to client needs.

Sarah also shares how their 24-hour help desk plays a key part in making sure clients always feel supported. She highlights why accurate insurance verification and following each client's unique protocols are non-negotiable — because even small errors can erode trust.

Above all, she brings it back to the heart of the work: the people. Sarah encourages the team to take true ownership of their role, reminding them that keeping resources up-to-date and leading with care isn’t just good practice — it’s what makes their service exceptional.

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In this episode of Inside Dentistry Support, leaders learn the crucial skill of correcting behavior without criticizing. Addressing the balance between accountability and kindness, the episode emphasizes the importance of guidance over condemnation. Listeners are taught to identify early signs of issues and approach difficult conversations with empathy. The 'Three C Method'—Context, Clarity, and Collaboration—is introduced as a key framework for addressing performance issues. The episode stresses the significance of tone in communication and the impact of handling corrections on team culture and loyalty. Leaders are reminded to correct with care, aiming to be the kind of leader they would want to report to.

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In this episode of Inside Dentistry Support, Sarah Beth Herman addresses the essential qualities and responsibilities of effective leadership within a virtual environment. The episode emphasizes the importance of knowing key metrics, staying ahead of issues, and being proactive in supporting the team. Leaders are encouraged to lead by example, maintain clear and consistent communication, and engage with their teams intentionally. Special attention is given to the challenges of virtual leadership, highlighting the need for active listening and clear communication to build trust and ensure smooth operations. The overarching message is that strong, proactive leadership is crucial for the company's success and growth.

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In this episode of Inside Dentistry Support, the focus is on the crucial role the phones team plays in dental practices. They are the frontline, responsible for confirming appointments, managing schedules, and addressing patient inquiries. Effective communication, from minimizing hold times to empathetic responses, is highlighted as essential for patient satisfaction. The episode discusses the importance of prompt and clear communication, proper information collection, and maintaining a professional and composed demeanor even when dealing with frustrated patients. Metrics for success include appointment scheduling rates and the significance of proactive team engagement and cooperation.

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In season three, episode two of "Inside Dentistry Support," the focus is on the critical role of the dental billing department, or the AR team. The episode kicks off with the importance of checking in and maintaining clear communication in a virtual work environment. Team members are encouraged to actively engage on Microsoft Teams and keep their colleagues informed about their attendance and work progress. The episode emphasizes the need for synchronization with team members and clients to ensure smooth operations. Key tasks such as claims processing, payment posting, and continuous communication are highlighted as crucial for maintaining the financial health of dental clients. The episode also sets forth strict benchmarks, including the processing of 30 claims per hour and daily payment postings, to ensure efficiency and accuracy. Special attention is given to using dental insurance portals to expedite claims resolution and the importance of multitasking while on calls. Clear documentation and timely communication with clients are underscored as essential practices to prevent misunderstandings and delays. The episode wraps up with a reminder that no billing work should be done post-7:00 PM without pre-approval and reiterates the high-impact nature of dental billing work. Listeners are motivated to bring energy, communicate constantly, and maintain a strong presence to support their clients effectively.

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This episode of Inside Dentistry Support focuses on effective strategies for working in the Eligibility department at Dentistry Support. It emphasizes the importance of starting the day by digitally checking in with the team to ensure visibility in a fully virtual environment. The script then outlines essential tasks, such as checking in with assigned offices for updates, adhering to specific verification timelines, and following standard operating procedures documented in the office's Wiki pages. Best practices for verifying insurance benefits are discussed, highlighting the need for accuracy, clear communication, and proactive thinking to build trust with dental office clients. The episode concludes with a reminder that team members are not just completing tasks but are critical to the success of real dental practices, stressing the importance of human care, consistency, and reliability in their daily work.

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Welcome to the fifth season of Inside Dentistry Support, where our focus is on authentic leadership, the kind that's evident in our daily actions and interactions. This episode lays the groundwork for what leadership means at Dentistry Support. We learn that real leaders support their teams with understanding, kindness, and a commitment to personal and collective growth. Leadership isn't about titles but about being reliable, taking initiative, and fostering a safe space for growth. This season will explore communication strategies, feedback culture, building trust, and more, aiming to inspire every team member to lead with consistency and purpose.