Leading with a Mentor’s Mindset

Running a business these days is a demanding job with ever-changing obstacles. Dental practice owners are not immune to these challenges.

Today, more than ever, it is critical that the dental team works well together, is efficient, and that practices can train and retain talented team members. With that it mind, we asked Heartland Dental and Planet DDS to provide thoughts on mentoring and to provide advice on how best to run a dental practice and provide the best care for their patients.

Ashley Housley, DMD, practices at Dental Care of Spring Hill in Spring Hill, Tennessee, a Heartland Dental supported practice. She shares her thoughts on leadership and how Heartland Dental helps clinicians with education, growth and improved care for their patients.

Dental Practice Management (DPM): Why is leadership more important than ever when it comes to running a dental practice?

Ashley Housley, DMD (AH): Good leadership sets the tone for the culture within a dental office. At my office, Dental Care of Spring Hill, we have cultivated a great team culture, which translates to excellent patient care for our community. My partner doctor and I lead by example. If rooms are backed up or sterilization is delayed, we step in to clean and flip rooms ourselves. Our team sees this, respects it, and is inspired to work hard and maintain high standards.

DPM: How can clinicians set themselves apart in terms of running a practice that can train and maintain a great team?

AH: Strong leadership and clear communication of expectations and accountability are key. We emphasize kindness and ensure that our team members understand the reasons behind our protocols. When team members know the "why," they are more committed to the practice's goals. Laying out clear expectations also prevents surprises and fosters a positive culture, leading to happy employees and satisfied patients. Patients can sense a positive atmosphere in the office, and we strive to make everyone happy.

DPM: What steps should dental practices take to ensure smooth operations across all areas, including patient communication, accounts receivable, and clinical operations?

AH: At Heartland Dental, we are set up for success with a Practice Manager of Operations (PMO) who acts as the bridge between the front office and clinical teams. They handle insurance verification, accounts receivable, treatment estimates, and efficient collections, ensuring everything runs like clockwork.

Clear communication extends beyond the team. Our queuing system lets patients text us with questions after treatment. We also follow up with TLC calls to ensure patient well-being, demonstrating our commitment to their care.

DPM: Please explain some of the benefits of Heartland Dental and how they’re designed to help practices of all sizes.

AH: No matter the size of your office, Heartland Dental offers significant benefits. I have been supported by Heartland Dental since I started practicing, and their support allows me to focus on dentistry and patient care by handling administrative tasks such as billing and insurance. They also provide support with hiring by managing ads, interviews, and sending candidates to us for working interviews.

Heartland Dental provides excellent pricing on labs and supply orders through diamond-trusted labs and suppliers, and we have a centralized ordering site called Dentira. We can choose the materials and labs that work best for us.

There’s also a true community of mentorship. New doctors are paired with seasoned practitioners, receiving invaluable support, hands-on assistance, and extensive continuing education opportunities. It's a fantastic way to learn and grow!

But the support doesn't stop there. There is a strong focus on education and growing skills. For example, Heartland Dental University offers comprehensive continuing education courses which help hone technical, leadership, and personal skills. Additionally, there's a dedicated all-doctor email thread for real-time support from colleagues.

If you're looking for a supportive partner to help your practice thrive, Heartland Dental is definitely worth considering.

Mike Huffaker, Chief Revenue Officer at Planet DDS

DPM: Why is leadership more important than ever when it comes to running a dental practice?
Mike Huffaker(MH): Leadership in a dental practice is more than just a title; it's a responsibility to inspire, guide, and empower every member of the team to provide exceptional care to each and every patient. Effective leaders cultivate an environment where big goals are set, accountability is held, and camaraderie thrives. This sets the foundation for a motivated team dedicated to delivering better patient care.

A strong leader ensures that a team evolves and excels together. By embracing mentorship and feedback, individuals are empowered to reach their full potential, fostering a culture of learning and development within the practice – which will also dramatically lower your attrition rate. When a team sticks together with a strong leader at the helm, they're set up for long-term success. The leader keeps everyone on track and working toward their goals, which helps the business grow and last. It's like having glue that holds everything together, making sure everyone's on the same page and working together smoothly.

In essence, leadership is more important than ever when it comes to running a dental practice because it creates a roadmap for success. With a strong leader driving the team forward, the practice can navigate through the complexities of modern healthcare, adapt to changes, and thrive in a competitive landscape. Effective leadership also means that everyone has the tools they need to achieve the goals you set.

DPM: How can clinicians set themselves apart in terms of running a practice that can train and maintain a great team?

MH: Clinicians can focus on several key strategies. First, they should prioritize proactive recruiting efforts, positioning their practice as an attractive workplace through factors like competitive compensation, benefits packages, and opportunities for career advancement. But it’s not just about compensation and benefits. You have to build a reputation for being a great place to work with a positive and collaborative culture, and prioritize hiring people who not only have the required skills but align with your culture.

Second, investing in innovative technology solutions, such as cloud-based dental practice management software, can significantly enhance operational efficiency and aid in onboarding new employees. In addition to being intuitive, these solutions offer learning management solutions to equip new team members with the knowledge they need to successfully use the practice management platform.

With a focus on cultivating a strong workplace environment and leveraging cutting-edge technology to train your team, clinicians can set themselves apart and keep both their team happy and their business running smoothly.

DPM: What steps should dental practices take to make sure they’re operating as smoothly as possible in terms of all areas including patient communication, accounts receivable and clinical operations?

MH: In each area, ongoing training and check-ins are helpful and needed to drive efficiency and accountability. Here are a few tips:

1. Effective patient communication is the cornerstone of a successful practice. It’s essential to hire the right people and train your staff to be efficient, empathetic, and proactive in their interactions. Regular staff training in customer service can significantly enhance the patient experience.
2. Best-in-class software solutions can also be used judiciously to complement human interactions. Practice management technology can allow for seamless scheduling and follow-ups, simplifying the process for patients to book appointments and stay engaged with their dental care. With features like automated appointment reminders via email, text messages, or even automated phone calls, patients can easily stay on track with their appointments. By implementing these solutions, your team can redirect their focus toward delivering patient care rather than getting bogged down by manual tasks.
3. When it comes to A/R, maintaining a smooth-running revenue cycle management (RCM) process is key. Not surprisingly, the more convenient practices can make it for patients to pay their outstanding balances, the faster they can get paid. A few ways software can help practices make the payment process easier for patients include automated payment reminders, timely billing statements, and text-to-pay options. In fact, throughout the RCM process, technology can be used to reduce bottlenecks, such as real-time insurance verification, claims processing, and 835 auto-posting, ultimately reducing the amount of A/R on your books.
4. In clinical operations, it’s important to adopt new technologies and focus on growing the skills of your team. Harnessing the power of cutting-edge technology can help you create a more seamless experience for patients and staff, allowing them to offload manual duties and focus on more meaningful aspects of their roles. One example is AI-enabled imaging which can support dentists in making diagnoses and help build trust with patients. Ensuring that your team is proficient in the latest dental techniques and technologies improves the quality of care. To identify opportunities for mentorship and further skill enhancement, consider utilizing analytics platforms that integrate directly with your practice management system.

DPM: Explain some of the benefits of Planet DDS solutions and how they’re designed to help practices of all sizes.

MH: At Planet DDS, we understand the challenges faced by dental practitioners, whether they're solo practitioners or part of larger group practices. That's why we have a complete platform of dental software programs for the modern practice under the Planet DDS umbrella: Denticon, Cloud 9, Apteryx, and Legwork.

• Denticon offers comprehensive scheduling, charting, billing, and communication tools, all in a cloud-based platform that enhances flexibility and efficiency. With Denticon, practices can streamline workflows, enhance patient experiences, and uncover hidden revenue opportunities.
• Similarly, Cloud 9 is the browser-based practice management system for orthodontics, group practices, and Dental Service Organizations (DSOs)/Orthodontic Service Organizations (OSOs).
• Additionally, our Apteryx Imaging software integrates seamlessly with Denticon, incorporating AI technology for more accurate diagnoses and improved patient care.
• Our patient acquisition tool, Legwork, empowers practices to attract and retain patients through effective marketing strategies and communication channels.

We exist to empower dental practices to fulfill the promises they’ve made to their teams and their patients. With our solutions, dental practices can thrive in today's competitive landscape while focusing on what they do best—providing top-notch dental care.

For more articles on leadership and mentorship, as well as dental practice management and finance, visit www.dentalproductsreport.com/practice-management.