The Dental Best Practices Show

Miscommunication in a dental practice often begins when doctors and team members make assumptions instead of clarifying expectations. In this episode, Kirk Behrendt speaks with Dana Watson, a dental practice educator, consultant, and certified Five Voices of Leadership trainer, about how assumptions create inaccurate stories, unresolved conflict, and inconsistent systems.

You will learn how to establish clearer expectations, build reliable communication rhythms, prepare for difficult conversations, and improve communication with both team members and patients. To reduce assumptions and create greater clarity in your practice, listen to Episode 1079 of The Best Practices Show!

Main Takeaways:

• Team members create inaccurate stories when important information is missing.
• Clear expectations help teams understand and consistently perform the behaviors required in the practice.
• Morning huddles and regular team meetings provide structured opportunities to address communication gaps.
• Leaders build respect when they acknowledge their own communication mistakes.
• Clarifying questions such as “Help me understand” can uncover the facts behind frustration or confusion.
• Important systems, core values, and non-negotiable expectations should be documented in writing.
• Dentists should not assume that patients understand available services, treatment recommendations, or clinical terminology.

Episode Chapters:

00:00 The danger of assumptions in dental practice communication.

01:06 Dana Watson’s background in education and dentistry.

03:05 How missing information causes people to create stories.

05:58 Why communication systems require ongoing attention.

07:35 Dana’s Everyday Excellence non-negotiables.

10:47 Creating intentional opportunities for doctors and teams to reconnect.

12:39 Using “Help me understand” as a clarifying question.

14:13 Expectations, personality differences, and the Five Voices of Leadership.

17:05 Communication rhythms and morning huddles.

19:17 The consequences of leaving conflict unresolved.

21:19 Reinforcing communication through written systems.

23:14 Avoiding assumptions when communicating with patients.

24:32 The Exchange and CollaborCon

27:15 Closing thoughts.

Guest Bio:

Dana is an international speaker, author of Married to Dentistry, and a dedicated advocate for excellence in the dental field. After a decade of teaching high school science, she transitioned to dentistry to help her husband run his practice. With over 20 years of experience, Dana has developed a passion for empowering dental teams to achieve their best. Her speaking journey began in 2006 when she shared insights on Bettering Your Best with an international audience.

Dana says she did not “choose” to go into dentistry, but found it necessary to join her husband’s practice to help it improve. At first, she felt resentful, but she came to love it, and it ignited a great passion for working in the dental field.

Today, Dana inspires teams with her leadership, culture, and systems expertise.

Resources:

• Five Voices of Leadership by Jeremie Kubicek and Steve Cockram:
• https://www.amazon.com/Voices-Communicate-Effectively-Everyone-Lead/dp/1119111099
• Communication Code: https://www.amazon.com/Communication-Code-Strategies-Stronger-Relationships/dp/1394150539
• Dana Watson’s website: https://danaspeaksdental.com/
• The Exchange: https://smilesource.com/exchange
• CollaboriCon: https://www.collabriconcrew.com/

More Helpful Links for a Better Practice & a Better Life:

• Contact Gina to learn more about ACT: [email protected]
• The Best Practices Show: https://www.actdental.com/podcast/
• Smile Source Community Hub: https://www.actdental.com/community-hub
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com

How much of your practice’s production can you actually count on as collectible revenue? The gap between gross production and net production can obscure profitability, distort financial decisions, and lead dentists to work harder without improving cash flow.

In this episode, Kirk Behrendt and Metric Monday co-host and ACT Dental coach Miranda Beeson explain how gross production reflects clinical activity while net production reflects the financial reality of the practice. You will learn how to calculate your adjustment percentage, identify where production is being reduced, and use accurate data to make better decisions about providers, operatories, insurance participation, and growth—listen to Episode 1078 of The Best Practices Show!

Main Takeaways:

• Gross production reflects the services and clinical activity completed by the team.
• Net production represents the amount the practice can potentially collect after adjustments.
• Practices must bill their full fees to accurately measure gross production and adjustment activity.
• Decisions about adding providers, operatories, patients, or locations should not be based on gross production alone.
• Adjustment categories should be specific enough to distinguish PPO adjustments, membership plan adjustments, professional courtesies, and other discounts.
• The adjustment percentage is calculated by dividing total adjustments by gross production.
• Reviewing gross production, adjustments, and net production together provides a clearer picture of profitability and collectible revenue.

Episode Chapters:

00:00 Intro

02:13 Gross production and net production explained

04:07 Why the gap between the two metrics matters.

05:45 How gross production can lead to poor growth decisions.

08:14 Reframing write-offs as discounts.

11:36 How practices use both metrics correctly.

14:08 Working smarter vs working harder

15:51 How to calculate and evaluate the adjustment percentage.

18:57 Improving adjustment tracking and reporting.

19:53 Wrap up

Guest Bio:

Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.

Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.

More Helpful Links for a Better Practice & a Better Life:

• Contact Gina to learn more about ACT: [email protected]
• The Best Practices Show: https://www.actdental.com/podcast/
• Smile Source Community Hub: https://www.actdental.com/community-hub
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com

Avoiding a difficult conversation may reduce discomfort in the moment, but it creates confusion, weakens accountability, and allows unresolved issues to grow. In this episode, Kirk Behrendt speaks with Miranda Beeson, coach and director of education, about how leaders can address performance concerns while maintaining trust and supporting their team members.

You will learn why accountability is an investment, how unclear expectations damage culture, and how to use the LIFT framework to lead productive accountability conversations. Build a healthier culture through clearer communication—listen to Episode 1077 of The Best Practices Show!

Main Takeaways:

• Avoiding uncomfortable conversations creates confusion, inconsistency, frustration, and larger problems over time.
• A healthy practice culture requires both support and accountability.
• Accountability should call people up by showing that leaders believe they are capable of meeting a higher standard.
• Leaders must clarify whether an expectation gap resulted from unclear leadership or a team member not meeting an established standard.
• Team members are more likely to accept direct feedback when leaders begin with genuine care and support.
• Explaining the impact of a missed expectation helps team members understand why their actions matter.
• Accountability conversations must end with a specific commitment, action, and follow-up plan.

Episode Chapters:

00:00 Why leaders avoid necessary conversations.

03:06 How avoidance damages accountability and culture.

06:00 Why unresolved conflict becomes a crisis.

07:49 Accountability as an investment in team members.

11:58 Why being nice is not always kind.

14:20 Introduction to the LIFT feedback framework.

15:27 Lead with care.

18:10 Identify the expectation gap.

21:30 Frame the impact.

24:02 Translate the conversation into commitment.

26:04 Applying LIFT to a scheduling and patient-flow issue.

29:11 Developing leaders who can hold others accountable.

32:00 Using accountability to lift people into better performance.

34:00 Resources coaching & wrap up

Guest Bio:

Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.

Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.

Resources:

• To The Top Group Coaching: https://www.actdental.com/ttt/
• Guide to Giving and Receiving Feedback:
• https://www.actdental.com/blog/h.a.l.t.-before-giving-feedback
• Radical Candor by Kim Scott: https://www.radicalcandor.com/the-book
• Thanks for the Feedback by Douglas Stone and Sheila Heen: https://www.stoneandheen.com/thanks-feedback

More Helpful Links for a Better Practice & a Better Life:

• The Best Practices Show: https://www.actdental.com/podcast/
• Smile Source Community Hub: https://www.actdental.com/community-hub
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com
• Contact Gina to learn more about ACT: [email protected]

Effective orthodontic collaboration depends on giving specialists a precise restorative endpoint before treatment begins. In this episode, Kirk Behrendt speaks with Dr. Bill Robbins, a general dentist, educator, and co-author of Global Diagnosis, about why conventional orthodontic referrals often produce teeth that are improved but not positioned correctly for definitive restorative treatment.

You will learn how pre-orthodontic and intermediate bonding create a three-dimensional blueprint, why the restorative dentist must be involved before appliances are placed, and how composite and printed restorations can make interdisciplinary treatment more efficient. To improve communication with your orthodontic team, listen to Episode 1076 of The Best Practices Show!

Main Takeaways:

• Traditional two-dimensional orthodontic prescriptions do not provide a precise restorative endpoint.
• Pre-orthodontic bonding makes worn teeth anatomically correct before the orthodontist moves them into position.
• Intermediate bonding may be necessary when a patient is already in appliances or when early bonding would create an unaesthetic appearance.
• The practitioner completing the final restorative treatment should be involved in treatment planning before orthodontic appliances are placed.
• Anatomically correct teeth improve communication with orthodontists, periodontists, and oral surgeons.
• General dentists who want to provide higher-level restorative dentistry need strong composite skills.
• Printed restorations may make pre-orthodontic bonding more efficient than direct composite placement.

Episode Chapters:

00:00 Intro

01:05 Dr. Bill Robbins introduces the evolution of interdisciplinary communication.

03:00 Why communication with orthodontists is more complex than communication with periodontists.

04:06 The limitations of two-dimensional orthodontic prescriptions.

05:53 How pre-orthodontic bonding creates an anatomical blueprint.

07:40 Using three-dimensional communication to simplify orthodontic treatment.

09:16 When intermediate orthodontic bonding is necessary.

11:31 How anatomical correction affects implant placement and crown lengthening.

13:26 What general dentists commonly get wrong when referring adult orthodontic cases.

14:33 Why composite is an essential skill for restorative dentists.

17:54 Digital wax-ups and printed pre-orthodontic restorations.

19:21 The future of pre-orthodontic bonding.

20:00 Dr. Robbins previews his presentation at The Exchange.

20:24 The second edition of Global Diagnosis and its expanded airway component.

22:00 How to access Dr. Robbins’s pre-orthodontic bonding article.

25:15 Final Thanks and Wrap Up

Guest Bio:

Dr Bill Robbins is an acclaimed educator and author with decades of experience in restorative and interdisciplinary dentistry. His book Global Diagnosis: A New Vision of Dental Diagnosis and Treatment Planning has become a cornerstone reference for clinicians worldwide.

J. William Robbins, D.D.S., M.A., maintains a private practice and is Adjunct Clinical Professor in the Department of Comprehensive Dentistry at the U. T. Health San Antonio Dental School. Dr. Robbins has published over 80 articles, abstracts, and chapters on a wide range of dental subjects and has lectured in the United States, Canada, Mexico, South America, Europe, Middle East, China, and Africa.

Resources mentioned in the episode:

• Dr. Bill Robbins’s website: https://www.robbinsdds.com/
• Pre-Orthodontic Bonding article: https://www.robbinsdds.com/#articles
• Global Diagnosis: https://www.quintessence-publishing.com/usa/en/product/global-diagnosis
• The Exchange: https://smilesource.com/exchange

More Helpful Links for a Better Practice & a Better Life:

• The Best Practices Show: https://www.actdental.com/podcast/
• Smile Source Community Hub: https://www.actdental.com/community-hub
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com

Periodontal disease is common, but many dental practices still underdiagnose it, undertreat it, and perform difficult prophies that do not address the patient’s condition. In this episode, Kirk Behrendt speaks with Carlie Einarson, ACT Dental coach and former dental hygienist, about the hidden clinical and financial costs of low periodontal diagnosis, visit, and treatment acceptance percentages.

You will learn how to evaluate these metrics, identify gaps in your periodontal process, improve patient communication, and create a consistent protocol across your team. To uncover missed treatment opportunities and help more patients achieve better health, listen to Episode 1075 of The Best Practices Show!

Main Takeaways:

• Perio visit percentage measures how many hygiene patients receive treatment associated with periodontal codes.
• A low perio diagnostic percentage may indicate that periodontal disease is being missed or inconsistently documented.
• A low perio visit percentage may indicate that diagnosed treatment opportunities are being left untreated.
• A low perio acceptance percentage may reflect unclear communication about the condition, recommended therapy, and value of treatment.
• Every adult patient should receive a consistent periodontal evaluation that includes appropriate radiographs, probing measurements, bleeding documentation, and clinical findings.
• Hygienists and dentists should help patients co-discover periodontal disease instead of only telling them what treatment they need.
• Chart audits and a shared periodontal protocol can help providers diagnose, document, and recommend treatment consistently.

Episode Chapters:

00:00 The hidden cost of underdiagnosed periodontal disease.

01:37 The purpose of Metric Mondays.

02:30 The three periodontal metrics practices should monitor.

04:18 How improving periodontal treatment affects the rest of the practice.

06:08 What an underperforming periodontal program looks like.

07:37 What low diagnostic, visit, and acceptance percentages reveal.

09:00 Why periodontal metrics are leading indicators of practice health.

10:11 What practices do differently when they get periodontal care right.

11:01 Helping patients understand periodontal disease through co-discovery.

12:00 Why “gum infection therapy” communicates more value than “deep cleaning.”

13:15 The importance of a consistent periodontal protocol.

14:08 How to review periodontal metrics and conduct chart audits.

15:44 ACT Dental’s periodontal protocol resources and coaching support.

Guest Bio/Guest Resources:

Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door!

Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams.

In her free time, she enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing.

More Helpful Links for a Better Practice & a Better Life:

• The Best Practices Show: https://www.actdental.com/podcast/
• Best Practices Association: https://www.actdental.com/bpa
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com

When should a dental practice owner continue coaching a team member, and when is it time to let that person go? In this episode, Kirk Behrendt speaks with Katrina Sanders, a clinical dental hygienist, business owner, and dental educator, about identifying leadership gaps, clarifying expectations, evaluating core-value alignment, and addressing performance problems before they damage the team.

You will learn how to distinguish between employees who lack support and employees who are unwilling to meet expectations, why accountability should never be a surprise, and which behaviors may signal that termination is the right decision. To build a stronger, more aligned team, listen to Episode 1074 of The Best Practices Show!

Main Takeaways:

• Leaders must clearly communicate expectations, standards, and operating procedures before holding team members accountable.
• Core values give team members practical guidance for making decisions and understanding what excellence looks like.
• Practice owners should determine whether inadequate tools, training, calibration, or support are preventing a team member from succeeding.
• Regular scorecards and feedback conversations give employees a clear understanding of whether they are meeting expectations.
• A team member’s lack of motivation may result from toxic team dynamics rather than an absence of drive.
• Employees who reject accountability, remain misaligned with core values, or repeatedly refuse to improve may need to be released.
• Team members should not be surprised by termination when leaders have provided timely feedback, corrective action, and opportunities to improve.

Episode Chapters:

00:00 Intro

01:40 When is it truly time to let a team member go?

04:02 Katrina explains what she discovered after returning from maternity leave.

06:34 Leaders must examine whether expectations were communicated clearly.

12:00 Core values establish practical standards for team behavior.

19:23 Missing tools may be the real cause of poor clinical performance.

20:24 Regular check-ins create a clear line of sight for success.

23:00 Expectations should evolve as team members gain experience.

24:01 Drive, determination, and work ethic cannot always be trained.

26:11 Toxic team dynamics can demotivate otherwise strong employees.

27:48 The “today is the day” conversation allows employees to self-select out.

34:00 Counteroffers may not solve the underlying reason an employee wants to leave.

37:16 Consistently reinforcing core values helps protect the practice culture.

40:31 Katrina identifies the conditions that may justify termination.

43:00 Katrina previews her Pockets, Paradigms and Protocols program.

Guest Bio/Guest Resources:

In the ever-changing world of dental science where research, technology, and techniques for patient care are constantly evolving, dental professionals look to continuing education to provide insight, deliver actionable steps, empower, and create a dramatic impact within their clinical practice.

With wit, charm, and a dash of humor, Katrina Sanders enchants dental professionals with her course deliverables, insightful content, and delightful inspiration. Her message of empowerment rings mighty throughout her lectures and stirs a deep sense of motivation amongst course participants.

Katrina is the Clinical Liaison for AZPerio, the country's largest periodontal practice. She performs clinically, working alongside Diplomates to the American Board of Periodontology in the surgical operatory. Katrina perfected techniques during L.A.N.A.P. surgery, suture placement, IV therapy, and blood draws. She instructs on collaborative professionalism and standard-of-care protocols while delivering education through hygiene boot camps and study clubs.

Resources mentioned:

Website: www.katrinasanders.com

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

Program: https://katrinasanders.com/speaking/

https://smilesource.com/exchange

More Helpful Links for a Better Practice & a Better Life:

The Best Practices Show: https://www.actdental.com/podcast/

Smile Source Community Hub: https://www.actdental.com/community-hub

Upcoming Events & Workshops: https://www.actdental.com/events/

Smile Source: https://www.smilesource.com/

Subscribe on Apple Podcasts: https://podcasts.apple.com

Subscribe on Spotify: https://open.spotify.com

Owning a dental practice can become stressful when clinical production leaves little time for leadership, planning, and business development. In this episode, Kirk Behrendt speaks with Ariel Sigel, dental practice coach, about three strategic shifts that help owners build more profitable, sustainable practices.

You will learn how to create time to work on the business, use data to make intentional decisions, and establish communication rhythms that give your team greater clarity and accountability. For practical steps to become a more effective owner and leader, listen to Episode 1073 of The Best Practices Show!

Main Takeaways:

• Practice owners must allocate dedicated time to function as entrepreneurs rather than spending all of their time producing dentistry.
• Consistent administrative time and weekly team meetings can improve efficiency without reducing overall production.
• Practice decisions should be guided by reliable data rather than emotions, isolated complaints, or short-term fluctuations.
• Teams can use a small number of key metrics and an issues list to identify, discuss, and solve important problems.
• Regular huddles, team meetings, leadership check-ins, and quarterly planning sessions create predictable communication rhythms.
• Clear expectations and repeated communication reduce assumptions, improve accountability, and strengthen team alignment.
• Owners should implement these shifts gradually and build consistent habits instead of introducing every change at once.

Episode Chapters:

00:00 Intro

02:07 The three roles of clinician, leader, and entrepreneur.

05:24 Why owners need dedicated time to work on the business.

09:10 How consistent leadership and team meeting time improves efficiency.

16:10 Moving from reactive decisions to intentional decisions through data.

18:00 Using habit stacking, key metrics, and quarterly priorities.

20:58 Moving from chaos to clarity through communication rhythms.

24:00 How consistency and proactive communication create alignment.

26:36 Preventing meetings from becoming complaint sessions.

28:00 Using a structured meeting format to improve effectiveness.

29:08 Implementing the three strategic shifts one step at a time.

31:00 Resources for KPIs, communication rhythms, and practice improvement.

Guest Bio/Guest Resources:

Ariel has a master’s in healthcare administration and several years of dental experience in all aspects of the administrative roles within the dental office. Her passion is to work with dental teams to empower team members to realize their full potential in order to better serve patients, improve office systems to ensure a well-functioning team/office, and to help everyone have fun in the process!

Episode Resources:

https://www.actdental.com/free-resources/

Atomic Habits by James Clear:

https://jamesclear.com/atomic-habits

Traction by Gino Wickman: https://www.amazon.com/Traction-Get-Grip-Your-Business/dp/1936661837

To the Top study club: https://www.actdental.com/ttt/

https://www.actdental.com/free-resources/

More Helpful Links for a Better Practice & a Better Life:

• The Best Practices Show: https://www.actdental.com/podcast/
• Best Practices Association: https://www.actdental.com/bpa
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com

When insurance drives patient conversations, treatment decisions can shift away from health needs and toward coverage limits. In this episode, Kirk Behrendt speaks with Carlie Einarson, dental practice coach, about changing the way teams discuss insurance, treatment, and patient value. You will learn how insurance-first language affects trust and profitability, which metrics reveal the financial impact of PPO participation, and how to lead with relationships and clinical recommendations instead of benefits.

To help patients choose your practice for the care you provide rather than your participation on an insurance list, listen to Episode 1072 of The Best Practices Show!

Main Takeaways:

• Insurance-centered conversations can cause patients to base treatment decisions on coverage rather than their health needs.
• Repeatedly mentioning insurance trains patients to view it as the primary decision-maker.
• PPO adjustments create an effort gap between a practice’s full fee and the amount it ultimately collects.
• Teams should explain the patient’s condition, recommended treatment, and value of care before discussing benefits.
• Insurance should be positioned as a benefit that may contribute toward treatment rather than determine treatment.
• Practices need to track their adjustment and write-off percentages before making informed decisions about PPO participation.
• Relationship-based conversations help patients choose a practice because they trust the team and the care it provides.

Snippets:

00:00 When insurance drives the conversation, value gets lost.

01:19 Introduction to Metric Mondays and Carlie Einarson.

02:32 Why insurance-centered conversations affect treatment decisions.

03:37 How practices unintentionally create insurance-focused patients.

04:15 Signs that insurance is driving conversations in the practice.

05:43 How PPO write-offs create an effort gap.

07:25 A relationship-based response to insurance questions.

09:07 What insurance conversations look like when a practice gets them right.

10:44 Track adjustments, write-offs, and the practice’s effort gap.

11:16 Why trust and value should guide patient decisions.

13:33 Questions teams can ask to evaluate insurance-focused language.

15:09 Create value before discussing price or benefits.

15:47 Share the episode with the team and discuss a different approach.

Guest Bio/Guest Resources:

Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door!

Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams.

In her free time, she enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing.

More Helpful Links for a Better Practice & a Better Life:

• The Best Practices Show: https://www.actdental.com/podcast/
• Best Practices Association: https://www.actdental.com/bpa
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com

Finger-pointing is often a sign that team members do not have clear ownership of essential practice responsibilities. In this episode, Kirk Behrendt speaks with Charlene Marques, an ACT Dental coach, about using a function accountability chart to clarify roles, establish measurable accountability, and prevent important tasks from slipping through the cracks.

You will learn how consistent reporting, scorecards, and one-on-one feedback can reduce conflict and help team members understand how to succeed in their roles. To create clearer ownership throughout your practice, listen to Episode 1071 of The Best Practices Show!

Main Takeaways:

• Finger-pointing is usually a symptom of unclear ownership and accountability.
• A lack of clarity can cause missed follow-ups, aging insurance claims, unsigned treatment plans, ordering mistakes, and scheduling problems.
• Leaders often respond to unclear accountability by fixing problems themselves, double-checking work, and micromanaging team members.
• A function accountability chart defines the practice’s major functions, the seats within each function, and the responsibilities assigned to each seat.
• The responsibilities of each seat should be defined before assigning a person to that seat.
• Scorecards and key performance indicators help teams identify whether a function is on track or off track.
• Regular one-on-one conversations provide timely feedback and allow leaders to coach team members throughout the year.

Snippets:

00:00 Intro

02:00 Finger-pointing is a symptom of unclear ownership and accountability.

04:17 Common language that reveals an ownership gap.

05:00 Operational problems caused by unclear responsibilities.

06:10 How practice leaders become fixers and micromanagers.

08:21 The purpose of a function accountability chart.

09:44 Why the person should be assigned to the seat last.

11:00 Creating a consistent rhythm of reporting and feedback.

12:00 Using a 90-day scorecard to track functional health.

13:47 Tracking insurance aging and outstanding claims.

15:24 Why annual performance reviews do not provide enough feedback.

16:34 Structuring regular one-on-one check-ins.

18:18 How consistent meetings build trust and develop leaders.

19:24 Three requirements for reducing finger-pointing.

20:21 Function accountability chart and scorecard resources.

Guest Bio/Guest Resources:

With over 20 years of experience in the administrative side of dentistry, Charlene has become a trusted coach and partner for dental practices looking to reach their full potential. Throughout her career, she has had the privilege of helping many dentists turn their visions into reality, creating streamlined systems and protocols that empower both the practice and its team. There is nothing more rewarding than seeing the success of a practice as it grows and thrives through thoughtful planning and execution.

Outside of work, Charlene enjoys quality time with her husband and their two rescue pets - Ruby, a sweet cat and Harley, a loyal dog. She also cherishes visits to sunny Florida where she spends time with her sister and niece, making the most of family moments whenever possible.

With a passion for helping others achieve their goals, Charlene is dedicated to providing exceptional guidance and support to dental practices, ensuring their success for years to come.

More Helpful Links for a Better Practice & a Better Life:

• The Best Practices Show: https://www.actdental.com/podcast/
• Best Practices Association: https://www.actdental.com/bpa
• Upcoming Events & Workshops: https://www.actdental.com/events/
• Smile Source: https://www.smilesource.com/
• Subscribe on Apple Podcasts: https://podcasts.apple.com
• Subscribe on Spotify: https://open.spotify.com
• [email protected]
• Free resources: https://www.actdental.com/free-resources/

Moving away from insurance can create fear for dentists who worry patients will leave, the team will resist, or production will suffer. In this episode, Kirk Behrendt brings back Dr. Troy Schmedding, a private practice dentist in Walnut Creek, California, to explain how he transitioned out of insurance participation, rebuilt his practice around quality and communication, and created more control over how he practices.

You will learn why team alignment matters, how to communicate insurance changes with patients, and why quality and customer service are essential for an out-of-network model. To learn how one dentist reclaimed control by ditching insurance and prioritizing quality, listen to Episode 1070 of The Best Practices Show!

Main Takeaways:

• Dentists often struggle to leave insurance because of fear and self-limiting beliefs about whether their patients will stay.
• A practice can become less busy but more productive when it is well-managed and focused on quality care.
• Going out-of-network requires strong communication with the team and with patients.
• Patients respond better when the conversation focuses on quality of care rather than complaints about insurance companies.
• Billing insurance on behalf of patients remains an important customer service step after leaving insurance networks.
• Patient referrals can become stronger when existing patients value quality, service, and the practice model.
• A successful out-of-network practice depends on having a team that supports the doctor’s vision and communicates well with patients.

Snippets:

00:00 Introduction to Dr. Troy Schmedding and the topic of moving away from insurance.

01:09 Kirk introduces Dr. Schmedding and the Best Practices Show.

04:15 Dr. Schmedding explains how insurance reimbursement cuts influenced his decision-making.

06:51 Fear and self-limiting beliefs keep dentists from changing their insurance model.

10:49 Team alignment is necessary before making major insurance changes.

13:54 Referrals shift when patients understand and value the practice model.

15:06 Dr. Schmedding shares his perspective on dentists’ frustration with Delta Dental.

17:54 Kirk and Dr. Schmedding discuss the future of out-of-network private practice.

21:28 Dr. Schmedding explains what dentists often misunderstand about his practice model.

23:00 Dr. Schmedding discusses his upcoming Smile Source Exchange presentation.

24:54 Final thoughts & Closing

Guest Bio/Guest Resources:

Dr. Troy Schmedding is a honors graduate of the Arthur A. Dugoni School of Dentistry in San Francisco, California. He maintains a private practice in Walnut Creek, Ca. where he focuses on aesthetic and functional dentistry. An Accredited member of the American Academy of Cosmetic Dentistry, he lectures both nationally and internationally on aesthetics and restorative materials. He has also written and published numerous articles on restorative materials and protocols in numerous dental magazines. Dr Schmedding also serves as a Key Opinion Leader for numerous manufacturers helping develop and bring new products to market.

Resources mentioned in this episode:

• Dr. Troy Schmedding on Instagram: https://www.instagram.com/troyschmeddingdds/
• Smile Source Exchange: https://smilesource.com/exchange

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