Every dental practice is only as good as the number of people who know it is. In the latest episode of The Dental Economist Show, host Mike Huffaker sits down with Janet Hagerman, a leading voice in dental sales, DSO Fractional Chief Hygiene Officer and case acceptance coach, to explore the evolution of dental hygiene leadership and the art of ethical case presentation.

What You’ll Learn: 

• How to increase case acceptance rates through value-based conversations
• Why implementing assisted hygiene models can dramatically improve practice efficiency and patient care
• The "Values-First Framework" for presenting treatment plans based on individual patient priorities
• How to build standardized clinical protocols across multiple locations while maintaining quality care
• Why monthly hygiene-doctor meetings are crucial for creating clinical alignment and improving patient outcomes
• How to use KPIs as teaching tools rather than just performance metrics
• The importance of reinforcement learning in implementing new protocols and systems across dental organizations
• How to structure hygiene leadership roles based on practice size and growth objectives

This conversation is a masterclass in dental sales ethics, patient acceptance strategies and the future of dental hygiene departments. 

Episode Highlights:
07:55 The Assisted Hygiene ModelJanet advocates for implementing assisted hygiene programs where dedicated assistants support hygienists with room turnover and instrumentation. This model allows hygienists to focus solely on patient care while increasing productivity and reducing physical strain. And, while some hygienists initially resist sharing patient relationships, proper training and introduction of assistants to patients helps overcome these concerns. When implemented correctly with staggered scheduling and clear role definition, assisted hygiene creates a more efficient and sustainable care delivery system. 
15:04 The Value-Based Case Acceptance FrameworkJanet reveals that selling dentistry ethically means focusing on clinically documented needs rather than unnecessary treatments. The industry's current case acceptance rate of 30-50% indicates that half of diagnosed patients aren't receiving needed treatment, creating a significant opportunity for improvement. Treatment presentations should be tailored to each patient's core values - typically centered around time, money, or pain concerns. A personalized approach such as this transforms "selling" into value-aligned care recommendations that resonate with patients' priorities and concerns, resulting in higher case acceptance rates and better health outcomes, as patients better understand how treatment aligns with what matters most to them.
24:29 Building Clinical Consistency Across Multiple Locations Janet emphasizes that growing dental organizations need clear clinical leadership and standardized protocols rather than complete provider autonomy. Monthly hygiene-doctor meetings where teams review cases together help create philosophical alignment and consistent care standards. Organizations should implement new clinical protocols through a structured process - beta testing, documented procedures, and ongoing reinforcement. For groups with 20-25 practices, having dedicated supervisors who can visit locations regularly helps maintain standards, ensuring quality care while allowing appropriate clinical judgment.
33:19 Using KPIs as Teaching ToolsJanet reframes performance metrics from pure numbers into powerful coaching opportunities that drive improvement. When significant variances appear between providers' metrics, it opens the door for collaborative exploration rather than criticism. Through private conversations and open-ended questions, leaders can help team members self-discover areas for growth. The goal is helping providers recognize opportunities independently rather than forcing change through mandates, which in turn transform KPIs from threatening quotas into valuable insights that enhance patient care and practice success.
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Optimizing a dental organization’s revenue cycle takes more than software - it takes strategy, systems, and people.

In this episode of The Dental Economist Show, host Mike sits down with Chrissy Bridgeman, CEO and Founder of MODPractice, who describes herself as both a “revenue cycle janitor” and an “engineer.” With years of hands-on experience cleaning up accounts receivable and designing scalable billing operations, Chrissy shares how true RCM excellence lies at the intersection of automation and human expertise.

She unpacks the real causes of revenue leakage, the dangers of fragmented processes across multiple practices, and why the best DSOs centralize operations only when they hit the right scale. From achieving 90% first-time claims success to transforming $1.7M in aged AR into a clean ledger, her insights reveal what it really takes to build a high-performing, transparent revenue cycle that supports both profitability and patient experience.

Whether you’re managing a single practice or overseeing a growing DSO, this episode is packed with practical strategies on centralization, data-driven accountability, and the balance between technology and human touch.

What You’ll Learn: 

• How to determine the right time to centralize billing operations (hint: three practices is the tipping point)

• Why focusing on claim submission quality is crucial for achieving 90-95% first-time acceptance rates

• The "Patient-First" approach to handling unexpected billing situations and maintaining trust

• How to strategically implement AI and automation tools while recognizing their current 50% effectiveness limit

• Why proper insurance verification and documentation upfront prevents downstream revenue issues

• The importance of matching team members' strengths and preferences to specific revenue cycle roles

• How to effectively communicate insurance downgrades and unexpected costs to maintain patient relationships

Episode Highlights:
03:13 - The Three-Practice Threshold for CentralizationChrissy Bridgeman reveals that practices should centralize their billing operations once they reach three locations. This strategic move allows practices to aggregate call centers and billing teams while enabling in-office staff to focus entirely on patient experience. The centralization threshold addresses the common challenge of balancing administrative efficiency with quality patient care. To implement effectively, practices should start by consolidating insurance-related tasks and documentation processes into a dedicated team. When executed properly, this approach leads to improved patient satisfaction and stronger referral networks, ultimately driving practice growth.
06:45 -  Achieving 90%+ First-Time Claim AcceptanceA best-practice goal for dental practices is achieving a 90-95% first-time claim acceptance rate, according to Chrissy. The key to reaching this benchmark lies in thorough insurance verification and proper documentation submission upfront. Many practices struggle with repeated claim submissions and denials, which creates unnecessary administrative burden and delays revenue collection. Implementation requires establishing robust systems and processes for gathering and submitting supporting documentation with initial claims. This proactive approach significantly reduces denial rates and accelerates payment cycles, improving overall practice cash flow.
07:37 - Transparent Patient Communication About CostsChrissy emphasizes the importance of upfront communication and transparency when handling unexpected patient balances. Effective patient financial communication begins with accurate treatment estimates and proper documentation of potential insurance downgrades. When surprises do occur, the key is to break down the situation clearly, explaining insurance decisions and policy limitations in straightforward terms. This approach helps maintain patient trust and increases likelihood of payment, while reducing the perception of "bait and switch" tactics that can damage practice reputation.
11:13 - Specialized Team Roles in Revenue Cycle ManagementChrissy advocates for matching team members with roles that align with their strengths and preferences in revenue cycle management. This specialized approach recognizes that different team members excel at different aspects of the billing process, from insurance verification to payment posting. Implementation involves conducting personality assessments and having direct conversations about role preferences and learning interests. When properly executed, this strategy leads to higher team satisfaction, reduced turnover, and improved overall revenue cycle performance.
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Scaling a dental organization takes more than ambition - it takes alignment.

In this episode of The Dental Economist Show, host Mike dives deep with Dr. Alex Giannini,  who brings over three decades of experience in building and advising successful DSOs. From his accidental start as a solo practitioner managing payroll with a $16,000 mistake, to leading one of the first large-scale dental groups in the U.S., Dr. Giannini’s story is both inspiring and brutally honest.

He breaks down the evolution of dental group practice - from early operator-led DSOs to today’s private equity-driven landscape and explains why most groups stall after a few acquisitions. Through lessons learned in capital strategy, leadership alignment, and operational discipline, he offers a practical blueprint for creating sustainable growth rooted in shared values.

If you’re navigating expansion, courting investors, or simply rethinking your DSO’s foundation, this conversation will change the way you think about growth, partnerships, and long-term success in dentistry.

What You’ll Learn: 

• How to transition from clinical dentistry to successful group practice management through systematic learning and adaptation

• The critical importance of proper legal structures when scaling from single to multiple practice locations

• Why choosing the right capital partners matters and how to navigate the spectrum from self-funding to private equity

• The "21 Types of Groups" framework for understanding different dental practice structures and growth paths

• How to avoid common scaling pitfalls by building systems around standards rather than exceptions

• The Partnership Alignment Principle: why shared values and collaborative relationships are crucial for sustainable growth

• Why modern DSOs can scale faster than ever through structured management and operational excellence

• How to balance entrepreneurial vision with practical business fundamentals when growing a dental organization

• The importance of maintaining an open mindset and avoiding "sacred cows" that can limit practice growth potential

Episode Highlights:
01:10 - The Money Conversation: Mastering Treatment Plan PresentationsDr. Alex shares how a challenging patient financial discussion led him to develop systematic treatment planning and case presentation skills. Financial conversations are often the most uncomfortable part of healthcare practice management, yet they're crucial for business sustainability. He discovered that many clinicians struggle with discussing costs, leading to missed opportunities and patient confusion. The solution involves creating clear protocols for when and how financial discussions happen during the patient journey. His experience training his partner became the foundation for coaching hundreds of practices on effective financial communications, demonstrating how systematic approaches can transform challenging conversations into practice growth opportunities.
04:42 - Strategic Growth Through Proper Legal StructureDr. Alex emphasizes the critical importance of establishing proper legal and organizational structures before scaling a healthcare practice. Many entrepreneurial practitioners face major challenges when expanding beyond 3-4 locations due to inconsistent legal and financial frameworks. He advises creating standardized legal and accounting structures from the beginning to maintain operational leverage and scalability. The solution involves working with experienced advisors to build proper HR, accounting, and banking systems that can support growth. This foundational approach helps practices avoid the common pitfall of becoming a "mishmash of entities" that limits future expansion potential.
08:06 -The Capital Spectrum: Timing Your Funding StrategyDr. Alex outlines a strategic approach to practice funding, explaining the spectrum from self-funding to private equity. Healthcare entrepreneurs often struggle with timing their capital needs, leading to missed opportunities or unfavorable partnerships. The key is understanding when to progress through each funding stage - from personal capital to friends and family, then bank financing, and finally outside investment. He emphasizes choosing partners based on aligned values rather than just financial terms. This methodical approach to capital helps practitioners maintain control while accessing the resources needed for sustainable growth.
10:51 - Avoiding the "Sacred Cows" TrapDr. Alex warns against the common pitfall of building systems around exceptions rather than standards. Many healthcare practitioners become attached to certain employees, vendors, or processes that may actually hinder growth potential. He advocates for creating scalable systems based on best practices rather than individual preferences or relationships. This requires maintaining an open mindset and willingness to change when better solutions emerge. The ability to evolve beyond comfortable but limiting practices ultimately determines long-term success in scaling a healthcare organization.
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Being the new kid on the block can be a daunting affair - especially in today’s dental landscape. Not if you’re Jeremy Livengood, CEO of Seva Dental, though. He joins Mike Huffaker on the latest episode of The Dental Economist Show to explore the power of culture-first leadership, managing practice transitions with empathy, and implementing technology changes that drive real results.

What You’ll Learn: 

• How to maintain practice culture during DSO transitions by respecting legacy and managing emotional transitions

• Why implementing new technology requires clear communication of the "why" to ensure team adoption and success

• The framework for successful practice management software transitions through transparency and comprehensive support

• How to integrate AI and new dental technologies without overwhelming staff or disrupting patient care

• Why focusing on "right people, right seats" is crucial for scaling DSO operations while preserving culture

• Why maintaining a private practice feel within a DSO structure can drive long-term success

The conversation proves that unsurprisingly, even in an era of tech dominance, dentistry can’t afford to lose its personal touch. 

Episode Highlights:
02:17 The X Factor: Emotional Intelligence in Practice TransitionsJeremy emphasizes that dental practice transitions are fundamentally about people and legacy, not just paperwork and processes and leaders must recognize that practices represent decades of personal investment from doctors, staff, and patients, making emotional considerations crucial during transitions. The key is introducing operational and clinical changes gradually while acknowledging the emotional attachment of all stakeholders - an approach that helps to preserve the practice's community connections while implementing necessary modernizations.
03:37 Why Transparency Drives Technology Implementation When implementing new practice management systems, Jeremy emphasizes the power of upfront transparency and comprehensive support. He opines that clear communication about what will and won't transfer during system migrations, coupled with immediate solutions for critical gaps, are key. The strategy includes providing extensive training support and maintaining constant communication throughout the transition process. Success comes from treating technology changes as a collaborative journey rather than a mandate, resulting in progressively smoother implementations across their network.
05:09 Maximizing Technology Integration Through SynergyJeremy shares insights on avoiding the common pitfall of accumulating disconnected dental technologies. The focus should be on creating seamless integrations between systems, rather than adding isolated solutions. Technology adoption improves dramatically when systems work together cohesively, feeling like one unified solution rather than separate tools. This approach reduces team frustration and increases the likelihood of consistent, long-term utilization.
06:21 Enabling Purposeful Technology Adoption The key to successful technology implementation lies in clearly communicating its purpose and benefits to the team. Jeremy suggests that starting small with manageable goals, such as one doctor performing one procedure daily, creates sustainable adoption patterns. This is because teams need to understand how new tools make their lives easier rather than just adding complexity to their workflow - a measured approach to innovation that ensures better buy-in and long-term success with new technologies.

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In today’s day and age, you can and must leverage the power of AI and data-driven decisions to scale your healthcare practice. In this episode of The Dental Economist Show, host Mike Huffaker sits down with Dan Hosler, CEO of Allied OMS, to explore strategic practice growth in today's market.

What You’ll Learn: 

• How to attract investment in today's market by focusing on operational excellence and meaningful integration

• The two-pillar approach to successful practice integration: reducing provider headaches and cutting operational costs

• Why data-driven decision making is transforming oral surgery practices and how to implement daily reporting

• How to effectively implement AI solutions by breaking down business processes into measurable components

• The "Maintenance Marketing" principle for sustainable patient acquisition in oral surgery practices

• How to build successful surgeon recruitment programs through educational engagement and long-term relationship building

• Why establishing multiple banking relationships and exception-based reporting are crucial for multi-location practices

• The strategic approach to opening De Novo practices and executing "Aqua-Novo" acquisitions for practice growth

This conversation offers actionable strategies for navigating the evolving healthcare landscape.

Episode Highlights:
01:34 What Makes Integration Strategy Truly Effective Dan reveals that successful business integration must either relieve provider headaches or reduce operational costs - ideally both. This dual-focus approach helps healthcare organizations avoid implementing changes that don't deliver tangible value. When evaluating potential integrations, leaders should first identify specific pain points for providers and quantifiable cost-saving opportunities. Organizations that apply this strategic filter can better prioritize initiatives and achieve measurable improvements in both provider satisfaction and financial performance.
03:14 Process-Based AI ImplementationBreaking down business operations into discrete processes is essential for successful AI integration in healthcare organizations. Dan emphasizes the importance of identifying specific steps within each process that technology could enhance or automate. Rather than attempting comprehensive AI transformation, focus on measurable improvements in targeted areas like revenue cycle management or patient intake. This methodical approach allows practices to evaluate ROI clearly and scale successful implementations.
08:12 Sustainable Referral Growth StrategyThe key to maintaining strong referral relationships is establishing systematic outreach processes that continue even when practice volumes increase. Dan shares how his company demonstrates this by having dedicated marketing specialists conduct 7-10 referral source visits daily, coordinating educational events, and maintaining consistent communication channels. Many practices make the mistake of reducing outreach efforts when they get busy, disrupting their referral pipeline. Creating a dedicated role for referral management ensures sustainable growth through both busy and slower periods.
13:04 Innovative Recruitment Through EducationDan shares their successful approach to surgeon recruitment through educational residency dinners, focusing on providing genuine value rather than sales pitches. The approach demonstrates how focusing on authentic education and relationship-building yields better recruitment results than traditional promotional efforts. By leading with value and education, organizations can build stronger connections with potential recruits while establishing themselves as trusted partners in career development.

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In the hustle and bustle of dentistry, it can be easy to lose sight of one simple yet crucial fact: Dentistry is a people’s business. In the latest episode of The Dental Economist Show, host Mike Huffaker welcomes Saam Zarrabi, DDS, CEO of Rodeo Dental, to explore scaling a dental practice from single-location operations to a thriving 50-office organization and why people-centricity has everything to do with it.

What You’ll Learn: 

• How to evolve leadership roles during practice growth, from clinical work to executive management

• The systematic approach to reducing patient wait times by 20% across multiple locations

• Why effective change management requires consistent follow-up and reinforcement through daily check-ins

• How to maintain company culture at scale through monthly town halls and team celebrations

• Why AI and technology adoption will transform dental practice operations, from patient communication to revenue cycle management

• The strategic approach to staffing challenges in underserved markets while maintaining cultural standards

This conversation proves that putting people first takes your business to first place. 
Episode Highlights:
02:29 Saam’s Journey from Dentist to CEOSaam shares his journey from practicing dentist to CEO, highlighting key transition points at different stages of growth. In his opinion, at 2-6 locations, leaders must begin wearing an operations hat, while at 10-15 locations, stepping back from clinical work becomes necessary. The challenge lies in learning to empower teams rather than "jumping on grenades" as the organization grows. With leaders looking for signals when they need to step back and allow their teams to solve problems independently. For growing dental organizations, this framework provides a clear roadmap for leadership evolution while maintaining quality care.
04:08 How to Optimize Patient Flow By identifying wait times as their primary patient complaint, Saam explains how his business launched a systematic initiative to improve patient experience. The team conducted office-by-office analysis, identifying five common themes affecting wait times across locations. Through focused training and process improvements, they achieved a 20% reduction in wait times system-wide. This patient-centric approach demonstrates how systematic operational improvements can directly impact patient satisfaction and practice growth.
06:55 The Power of a Follow-Up: Scaling Change Management Rather than one-time training sessions, successful change management at scale requires systematic follow-up and reinforcement. Daily 15-minute check-ins with small groups of offices (3-5 at a time) ensure consistent implementation and problem-solving. Regular KPI reviews and celebrations of wins maintain momentum and engagement across the organization. This approach has proven effective in managing change across 50 locations while maintaining quality and culture.
10:56 The Future of Dental Technology and AI IntegrationSaam outlines how emerging technologies will transform different aspects of the patient journey, from automated appointment confirmation to AI-powered insurance verification. While current solutions may be clunky, significant improvements are expected within 12-18 months. The focus should be on automating tactical administrative tasks while allowing staff to focus on patient interaction and care. This strategic approach to technology adoption will enhance both operational efficiency and patient experience.
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Building a fast-growing DSO isn’t just about capital or acquisitions - it’s about people. In this episode of The Dental Economist Show, host Mike sits down with Dr. Peter Theurer, CEO of Bridge Dental Group, to explore how he built a thriving 26-location dental service organization (DSO) in just two years through a doctor-focused partnership model and strategic business development.

What You’ll Learn: 

• How a doctor-led approach creates trust and maintains practice autonomy while scaling

• Why securing the right financial partnership early enables successful DSO growth

• The strategic hiring sequence that supports sustainable DSO expansion

• How to create win-win partnerships by setting realistic expectations from day one

• Why maintaining clinical autonomy while providing growth resources attracts younger dentists

• The key metrics and practice profiles that make an ideal DSO partnership candidate

• How to balance practice valuations with creative deal structures in today's market

• Why focusing on doctor success stories drives sustainable DSO growth

• The importance of building strong financial and operational foundations early

• How to expand service offerings across practices while respecting doctor independence

Episode Highlights:
01:18 - Building Trust Through Doctor-Led LeadershipDr. Peter Theurer reveals how maintaining clinical autonomy drives rapid DSO growth by allowing doctors to feel ownership over their practices. This approach particularly resonates with younger practitioners who want the benefits of group partnership without sacrificing control. The challenge many DSOs face is balancing standardization with individual practice identity. Bridge Dental Group addresses this by providing support and resources while letting doctors maintain their leadership role. Their success story includes growing to 26 locations in just two years by prioritizing doctor autonomy. This model demonstrates how respecting clinical independence while providing growth resources creates sustainable partnerships.
07:33 - Strategic Leadership Team DevelopmentDr. Peter Theurer shares the critical sequence of building a DSO leadership team, starting with financial expertise before operations. Many healthcare organizations struggle with scaling because they lack the right support infrastructure. The first key hire should be a financial analyst who can properly evaluate and structure partnerships. Following that, bringing in a COO allows the founder to focus on growth while ensuring existing practices receive proper support. This approach enables sustainable scaling while maintaining quality of care and practice satisfaction.
11:36 - Defining Success Through Customized GrowthDr. Peter Theurer illustrates how successful DSO partnerships must align with each doctor's unique definition of success. A powerful example shows how one partner grew practice revenue by 40% while reducing clinical hours to accommodate family needs. The key challenge is balancing practice growth with personal goals and lifestyle preferences. Their approach focuses on expanding services and capabilities while respecting the doctor's desired work-life balance. This strategy demonstrates how flexible partnership models can create win-win scenarios for both practitioners and DSOs.
13:23 - Creating Sustainable Practice ValuationsDr. Peter Theurer outlines their ideal practice profile of $2M in collections and $500K in EBITDA, while sharing insights on current market dynamics. Rising practice valuations are creating both opportunities and challenges in the acquisition landscape. DSOs must get creative with deal structures to make partnerships work in the current high-interest-rate environment. Their approach involves focusing on healthy practices with strong fundamentals rather than chasing quick deals. This strategy has proven successful even as market conditions evolve, showing the importance of sustainable valuation models.

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What does it take to run a multi-speciality dental business successfully, without ever losing the ‘why’? In this episode of The Dental Economist Show, host Mike sits down with Leslie Soto, Vice President, Operations of Five Point Dental Specialists, to explore how to drive organic growth across 68 locations spanning oral surgery, orthodontics, and general dentistry.

What You’ll Learn: 

• How to maximize organic growth through quality patient care and efficient service delivery

• The framework for successfully managing multi-specialty practices (45% oral surgery, 45% ortho, remainder GP and endo)

• Why building ownership and transparency drives better team alignment and retention

• How implementing new practice management software can transform business operations beyond just technology

• The strategic approach to centralizing revenue cycle management while maintaining personal patient interactions

• Why maintaining organizational spirit and core values drives sustainable growth in uncertain times

• The importance of building leadership teams that share and spread your vision across multiple locations

• How to leverage technology solutions to address potential staffing challenges proactively

This episode offers valuable perspectives on balancing growth with stability while keeping patient care at the forefront.
Episode Highlights:
01:57 - Patient Focus: The Key to Sustainable GrowthLeslie emphasizes that stable growth comes from maximizing existing patient relationships rather than pursuing rapid expansion. The key to organic growth lies in delivering quality services efficiently while maintaining high standards of patient care. Essentially, she suggests that dental organizations must focus on what they currently have and optimize their operations before seeking new opportunities. 
02:57 - Why One-Size-Fits-All Doesn’t Work Managing multiple dental specialties requires distinct operational approaches tailored to each specialty's unique needs. Leslie reveals how their organization successfully manages a mix of 45% oral surgery, 45% orthodontics, and additional GP and endodontic services through specialized leadership strategies. Leaders must develop high emotional intelligence to navigate different specialty cultures while maintaining organizational cohesion by finding the right balance between standardization and specialty-specific adaptations. 
07:32 - Strategic RCM Centralization for Enhanced Patient Experience Leslie shares their approach to revenue cycle management, maintaining personal patient interactions while centralizing insurance processes. This hybrid model keeps the human touch in patient-facing activities while streamlining back-office operations, removing administrative burden from clinical teams. The strategy improves both operational efficiency and patient satisfaction. 
09:34 - Building Sustainable Culture Through Shared VisionLeslie reveals that creating lasting organizational culture requires surrounding yourself with people who share and can spread your vision. Strong cultures emerge when leaders empower team members to become culture carriers across multiple locations. This strategy proves particularly effective in large organizations where direct leadership presence isn't always possible, enabling a self-perpetuating culture that maintains consistency while allowing for organic growth.
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What if your dental practice was both recession-proof and tech-forward? Well, that would mean it’s set to thrive in today’s dentistry landscape. In this episode, host Mike Huffaker sits down with Mike Friguletto, CEO of Beacon Oral Specialists, to explore what it takes to scale a practice to 107 locations while maintaining strong referral relationships, leveraging AI for practice optimization, and navigating generational transitions in oral surgery practices.

What You’ll Learn: 

• How to build and maintain referral relationships through strategic events, continuing education, and consistent community engagement

• The formula for successful practice transitions and bringing in next-generation surgeons

• Why the first 5 minutes of patient interaction and final billing experience are critical success factors

• How to leverage AI and data analytics to optimize practice operations and insurance reimbursements

• The strategic approach to implementing technology changes across multiple practices while managing surgeon adoption

• Why oral surgery practices remain recession-resilient and how consumer education drives growth in services like full arch therapy

As dental professionals and DSOs brace for turbulence, this episode offers a hopeful reminder of the potential of dentistry - today and in the future. 
Episode Highlights:
0:58 - 03:40 Building Referral Networks Through Strategic EventsMike Friguletto reveals how his organization maintains strong referral relationships through a layered approach combining marketing staff coordination and strategic events. Large dental organizations often struggle to maintain personal connections across multiple locations, but Beacon's formula includes tactical activities like staff visits, continuing education sessions, and social gatherings. Their approach focuses on bringing value to referral partners while creating opportunities for meaningful relationship building. 
06:07 - 07:55 Making AI Work For Your Practice Another interesting reveal is that utilizing AI-powered pattern recognition to analyze insurance reimbursements and practice performance data across one’s network is largely beneficial. This technology helps identify both insurance carrier changes and internal operational opportunities, allowing for proactive problem-solving and staff education. The AI system compares practices to surface insights that drive meaningful conversations with doctors about potential improvements.
07:58 - 09:54 Why the First 5 Minutes Are Critical Friguletto emphasizes that patient experience hinges on the first five minutes of interaction - three minutes on the phone and two minutes at check-in. While clinical excellence is consistently high, patient satisfaction often correlates most strongly with these initial touchpoints and final billing experience. Your strategy should focus on using technology to optimize these critical moments while maintaining the human touch needed for anxious patients. 
09:54 - 11:00 Managing Change Through Champions To implement new technologies and processes across multiple locations, Friguletto reveals the need for "luminaries" who can pilot changes and demonstrate success. Rather than forcing widespread adoption, they focus on winning over early adopters and building momentum gradually. This approach recognizes that newer practitioners are often more open to change while respecting the experience of established surgeons. For practice leaders implementing change, this strategic approach reduces resistance and allows for natural evolution as practices grow. 

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Dentistry is seeing some tough days - but is it worth sticking around and riding the wave of a $200 billion industry? In this episode of The Dental Economist Show, host Mike Huffaker sits down with Steve Bilt, CEO of Smile Brands, to explore the current state of the dental industry, strategies for sustainable growth, and the future of AI in dentistry.

What You’ll Learn: 

• Customer retention and service excellence as strategies for navigating economic turbulence in dentistry 

• Why building a dental business for long-term sustainability trumps short-term exit strategies

• The critical importance of maintaining strong cash flow to preserve strategic options in challenging markets

• How DSO models can help bridge the care gap for the 50% of Americans not receiving regular dental care

• Why simplifying your business agenda and focusing on 2-3 core priorities leads to better execution

• How to leverage AI strategically in dental practices, from patient communications to revenue cycle management

• Why understanding your balance sheet is crucial in today's market environment

• The importance of building strong relationships with providers and investing in talent acquisition during uncertain times

As dental professionals and DSOs brace for turbulence, this episode offers a hopeful reminder of the potential of dentistry - today and in the future. 
Episode Highlights:
01:37 - 04:07 Less Is More: Simple Agendas, Maximum Impact Steve emphasizes that during challenging times, the key to success is identifying core strengths and doubling down on them. While dentistry offers numerous opportunities, trying to pursue too many initiatives simultaneously can dilute effectiveness and resources. He recommends taking your existing list of initiatives and cutting it in half, then cutting it in half again to focus on just 2-3 key priorities that can truly make a difference. This disciplined approach provides a clear framework for strategic decision-making.
06:22 - 10:30 Build for Longevity, Not Quick ExitsSteve shares a crucial insight about building sustainable dental businesses by focusing on long-term value creation rather than quick exits. He explains that trying to time the market for a sale is dangerous and likens it to gambling, where you need to be right about both direction and timing. The key is to build a business with strong fundamentals that you theoretically would never need to sell, which paradoxically creates the best opportunities for favorable exits when the timing is right. 
10:39 - 12:16 The Untapped Potential in Dental Care Access Steve highlights a critical market opportunity in dentistry, noting that 50% of Americans still lack regular dental care access, representing a business opportunity as well as a significant healthcare challenge that DSO models are uniquely positioned to address through increased efficiency and accessibility. He emphasizes that this isn't about disrupting successful private practices but rather about expanding the market to serve previously unreached populations.
12:18 - 14:49 Using AI Strategically, Not For the Sake Of ItSteve offers a pragmatic perspective on AI adoption in dentistry, comparing it to the early internet boom where direction was right but timing and hype were misaligned, highlighting specific high-impact areas for AI implementation, including voice agents for patient communication and revenue cycle management automation. He suggests that the focus should be on finding measurable impact points that make teams more efficient and improve patient experience rather than adopting AI for its own sake. 
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