Popular speaker and workshop host Judy Kay has been helping teams collaborate and succeed for as long as I’ve known her. I asked her a million questions about practice culture and how to not only change it but to protect it as well. We went through quite a few scenarios and then topped it off by reminiscing about our own times as manager and Chief Everything Operator many many years ago. I always enjoy my time with her and I hope you do as well! 

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes: 

• “Culture camps are to help a team launch a happier and healthier culture in the practice.”
• “People want to show up and have a good day.”
• “Treat each other as well or better than you treat your patients.” 
• “If I could wave a magic wand and make things better, what would that look like for you?”
• “Loyalty is not loyalty if you are not present and engaged.”
• “You need to sit back for the first 90 days and observe what is going on.”
• “If you create a culture where people are excited to work, you will find people.”
• “Let your bad employee go because if you don’t you will lose your good ones.”

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

Resources:

• Judy Kay's Website for Culture Camps, Gift Seminars and her three books!

Find Judy: 

Facebook: Practice Solutions / Judy Kay Mausolf - Home

Twitter: Judy Kay Mausolf (@JudyKayMausolf) 

Linked In: https://www.linkedin.com/in/judy-kay-mausolf

Youtube: Learning Lab with Judy Kay Mausolf!

Instagram: https://www.instagram.com/practicesolutionsinc/

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

Brad James and I dished about  the landscape of dentistry and then considered it from the patient and employer points of view. He’s the Director of Partner Development for Kleer, a membership plan software solution. We go into a few statistics (of course) about patient behavior with and without insurance as well as how offices could change strategy when faced with increased consumerism. 

We had a great talk about patient attrition and why dentists don’t explore this expensive practice weakness. Hopefully you come away with some ideas on how to improve your handling of these patients. 

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

Quotes: 

• “It is usually the employer that is picking the plan.”
• “What Kleer is doing is going to the employer on the dentist's behalf.” 
• “Only 7% of your patients are going out on their own and looking for plans.” 
• “Must employees pay more for their dental benefits than they think they are.” 
• “The data showed that 25% of the market was offering an in-house dental membership plan.” 
• “When they do join the membership plan they become more profitable.”
• “Our data shows that they are 2x more profitable than their uninsured counterparts.” 
• “The patients that leave, they are never going to tell you.”
• Re: patients in a focus group: “Patients will tell you everything that is wrong with your practice, it’s hard to hear but you up your game.”
• “The bottom line is nobody likes their baby being called ugly, but you are never going to improve unless you know where patients are looking down on your practice.” 
• “Clinical care is not what they are judging you on - they don’t know how to judge you on your clinical skills.” 
• “When was the last time you took inventory of the patient experience from the patient's view?”

 

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

 

Resources:

• In-House Dental Membership Plan Software | Kleer® 
• Connect with Brad on LinkedIn

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

 **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

Where did all these Medicare Advantage plans come from? They’re great for seniors to be able to afford more dental care but they’re taking a lot of offices by surprise. I asked my friend Dilaine to break it down for you (and for me!) We throw around a lot of words like opt-in, enrolled and prescribing physician. They each have significant meaning and we will need to not only know them but to adequately explain it to our patients. I expect you’ll take plenty of notes - I know I did!

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes: 

• “Any provider who opted out of traditional Medicare is not eligible to receive benefits from a Medicare Advantage plan.”
• “It seems like everyone and their brother has a Medicare Advantage Plan.” 
• “There is a lot of stuff with Medicare that does apply to the dentists that flies under the radar.” 
• “We can dive into a deep black hole and stay there (to investigate Medicare Advantage), but office managers may not be able to do that.” 
• Regarding customer service reps: “If it’s not on their list in front of them they will not know the answer.” 
• “Be sure you have entered into a written private contract with that patient and I recommend doing that every two years, every time that renewal period comes up.” 
• “If you have to listen to this again no one would blame you, this is not easy stuff.” 

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

Resources:

• CMS: Home - Centers for Medicare & Medicaid Services
• Who are the MACs (Medicare Administrative Contractor)?
• Example of a Medicare Advantage offering

Connect with Dilaine:

• Dilaine Gloege, CDA, CPC - Dental Speaker, Author, Educator, and Coach/Director of Education/Client Services
• Dental ClaimSupport: Outsource Dental Billing for More Smiles, Less Stress

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

Returning guest Dayna Johnson talks to us about what she’s seeing in patient accounts. Some of the most common mistakes can cause big headaches when it’s time to bring on a new dentist or time to make a sale. Find out which reports she runs daily, weekly and monthly - and why. If you love numbers and attention to detail then this episode is for you 💰 

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes: 

• “When she went to sell her practice she ran her reports for probably the first time.”
• “I think a lot of people had a lot of time off and used that time to clean up their ledgers.” 
• “Your blog is something that everyone can learn from.” 
• “If you don’t work the accounts receivable, you don’t get paid.”
• “If you throw someone on the front line and they are not properly trained and onboarded, they will be overwhelmed, and you will lose them.” 
• These scrubs are out of control! “Stop with the whale tail.” 
• “It is too overwhelming to just sit them down in front of the computer and hand them the Dentrix manual.” 
• “I like doing daily billing statements.” 

Links from Episode: 

Novonee | Dentrix Training | Education with Dayna Johnson

[BLOG] Your Dentrix ledgers need some spring cleaning

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

“Disruption offers opportunity” - wise words from my guest Lisa Copeland. We talk about being brave, encouraging and firm in our team interactions. Each position and age group in our office has its own communication styles. The last year brought to light issues that should be addressed before they can cause lasting damage to your team. Topics like bullying, burnout and generational behavior are addressed. Hope it’s helpful!   

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes: 

• “I get calls every week from people that are frustrated and don’t know how to handle the workload anymore.” 
• “There is a huge communication gap that was exposed through covid.”
• “12% of hygienists have left the workfield.” 
• “My dog Griffin has been employee of the month for about 6 years!”
• “Gen Zs are looking for security.”
• “We can’t expect people to change, we need to adapt to them.”
• “Gen Z is going to have dentistry changing in leaps and bounds.” 
• On gossiping: “That chirping behind someone's back can grow very loud.”

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

Links from Episode: 

• Lisa’s website: https://www.communicatewithinfluence.org
• Her speaker packet is here
• Facebook: https://www.facebook.com/CommunicateWithInfluence
• Twitter: Lisa Copeland (@Irongalcopeland)
• LinkedIn: www.linkedin.com/in/lisagcopeland
• YouTube Lisa Copeland
• Instagram: http://instagram.com/communicatewithinfluence

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

 **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

Dr. Gina Dorfman joins me to discuss her perspectives on patient behavior, group interviews and not managing like a witch. Could you be a micromanager and not even know it? I was one - I’ll admit it. We then talk about how patients are usually ready to commit when they contact you. I think you’ll be surprised at how easy it is to turn a patient away. 

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes: 

• “Done is better than perfect.”
• “If you need to micromanage a person, you have the wrong person.” 
• “Aptitude is great - we can teach that but attitude, that is essential.” 
• “You can have the best people in the world, but you need systems.”
• “30% of your marketing dollars are being wasted on people who cannot schedule during the day.”
• “It’s not about you, it is about the office.” 
• “If I can’t do it online, a lot of times it isn’t getting done.” 
• “They brought themselves to the party, I just need to open the door and let them in.”
• “I have never seen a front office where everything is done.” 

 Links from Episode: 

•  Dr. Dorfman’s Website 
• Yapi’s site
• Insurance and Getting to Yes with Teresa Duncan
• Mike Michalowicz - Small Business Author
• Dr. Dorfman interviews Mike Michalowicz
• Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins
• Procrastinate on Purpose: 5 Permissions to Multiply Your Time by Rory Vaden
• Take the Stairs: 7 Steps to Achieving True Success by Rory Vaden

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 o

Rita returns to the podcast with a bold question: are we letting our own preconceived notions of social media affect how we reach out to patients? I can say that it does for me and I have to remind myself of what my audience wants from me, not the other way around. She shares a recent experience that caused her to rethink strategy as well. Find out what’s new with the Apple iOS update and why TikTok can be exhausting for dental offices. 

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes: 

• “Our social media bubbles can hurt us.” 
• “What we think is true for us on social media is not true for everyone.” 
• “It almost takes a village sometimes to run social media.”
• “Have a program in place that is going to save you time and be easy for your team members to collaborate on.”
• “If you want to be discovered on Instagram, you should be using your hashtags.”
• “To keep yourself from burning out you need to have support.” 

 

Links from Episode: 

• How Apple's iOS 14 Release May Affect Your Ads and Reporting
• Apple, Its Control Over the iPhone, The Internet, And Yes, The Metaverse — MatthewBall.vc
• TikTok Turns Average Joes Into Stars. Then What?
• Behind the Scenes of a TikTok Video: Weeks of Work for Seconds of Content

 

 

Connect with Rita Zamora: 

• Connect90.com
• Rita Zamora (@ritazamora) • Instagram photos and videos
• Rita Zamora Connections Facebook

Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

 

Dive into Episode 77 for the first part of this series. In this session, I share how I managed my time and duties. Tracking all the deadlines, review dates, renewal dates and the other stuff that pops up can be exhausting. Feel free to use my downloadable calendar as a guide and make it your own! Being a manager is hard - learn from the misses and celebrate your wins. You’re too busy to sit around feeling guilty :) 

 

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

 

Quotes: 

• “If you are using a whole pack of post-it notes (to stay on track), that is a sign you need to change things!” 
• “It’s really a beautiful thing when top referrers continue to refer.” 
• “There is no reason to consistently not clock in, or clock out correctly.” 
• “The goal is for you to get this running really well, and then you can take a day or three off.” 
• “You being able to take a vacation, and the office staying on track, that is a testament to your skills as a manager.” 
• “Schedule meetings with the owner doctor to talk about yearly goals.” 
• “A mastermind isn't led by your goals, it is led by the topic.” 

 

You can find the deliverables from this episode here

 

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! 

 

Click here for the Prepare Protect Prosper eBook

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

This feeling just doesn’t affect new managers. Even experienced team leaders feel that they “should have known more” about a rule or a system. The job is hard and requires not only multi-tasking but still keeping track of many other items. In this two-part topic I’ll go over how a new manager could keep this guilt at bay by focusing on immediate concerns. For my experienced managers, we’ll also talk about goal setting to avoid burnout. 

 

Part 2 will focus on techniques and how I used both a managerial log and calendar to stay on task. If you love the tactical part of your job then that episode will make you happy! 

 

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

 

Quotes: 

• “Most new office managers are making it up as they go along, and adding job duties as they go.” 
• “I wish there was a standardized way of onboarding a new office manager, one accepted protocol across all consultants.” 
• “Assessments of employees is one of the first things I would do.”
• “There are three things I look at: things that can get you sued;  things that can get you fined; and things that lose you money.” 
• “Change comes with a price tag.”
• “Sometimes slow and steady does indeed win the race.” 
• “I would make sure my employee handbook has been reviewed by an attorney within the last year.”
• “You always have to let people know the why and what is in it for them.” 
• “Celebrate when you meet your goals, but don’t beat yourself up when you don’t. Figure out why you didn’t and keep improving.” 

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! 

 

Click here for the Prepare Protect Prosper eBook

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)

One of my favorite people to keep an eye on is Dr. Bryan Laskin. He’s the founder of OperaDDS, Toothapps, Upgrade Your Practice and more apps and services designed to make our lives easier. In dentistry we see a lot of change with materials and equipment but not nearly the same in the administrative field. I’m talking about reimagining the way you do business not just improving what we already do. I joked with Bryan that he was ahead of his time with his OperaVR and teledentistry products. The good news is that being ahead of the curve means you’re ready when little things like COVID hit. We talked about artificial intelligence, consumer-driven dentistry, and why he’d design his next office around his team. There is a link for his new book below. Think of it as a roadmap for how you can implement technology in your practice. He lays it all out for you. 

Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/

Quotes

 

• “22% ppl put off dental care bcs of anxiety.”
• “If it is broken, and someone else hasn't found the solution, I want to.” 
• “What other industry do you call on the phone to make an appointment?” 
• “It’s obvious in my brain, but hard to get out of my mouth.”
• “It’s not a rant if you are right.” ← my favorite!
• “[Technology] needs to be easy to use - there shouldn’t be 300 settings you have to get through.” 
• “Revenue is vanity, profit is sanity.” 
• “Something is only worth what someone is willing to pay for it.” 
• “The explosion of AI is all over the place in dentistry.”
• “If you take care of your staff then they will take care of your patients.” 
• “If I could build my office today, I would build it focused around the teams.”

Don’t forget to check out my other podcast Chew on This - A Dental Podcast! 

 

Links from the show:

 

• The Patient First Manifesto Book (put in a cc # but select 0 for the price)
• Facebook: Bryan Laskin, DDS (@operability)
• LinkedIn: Dr. Bryan Laskin
• Bryan’s The Operatory Podcast

Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! 

 

Click here for the Prepare Protect Prosper eBook

 

**If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!**

• Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!)
• Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations

http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)