1
00:00:00,420 --> 00:00:01,100
Hi everyone,

2
00:00:01,100 --> 00:00:04,040
and thank you for tuning into the
Becker's Healthcare podcast series.

3
00:00:04,740 --> 00:00:08,440
I'm Brian Zerman, a v p client, content
and Strategy with Becker's Healthcare,

4
00:00:08,940 --> 00:00:11,600
and today I'm pleased to
be joined by Lance Mohay,

5
00:00:12,100 --> 00:00:15,840
senior Director of Industry Marketing
Healthcare Principle at RingCentral.

6
00:00:16,480 --> 00:00:18,560
Lance, thanks so much for, for
being on the podcast again.

7
00:00:19,510 --> 00:00:21,490
Yes, it's great to join
you, Brian. Thank you.

8
00:00:22,900 --> 00:00:24,660
Excellent. And it's always a
pleasure to speak with you, Lance,

9
00:00:24,680 --> 00:00:27,140
but for folks who, who might
not be familiar with you, can,

10
00:00:27,240 --> 00:00:30,700
can you just share a bit about
yourself, your professional background,

11
00:00:31,080 --> 00:00:33,820
and you know a little bit about
RingCentral and the work you do there?

12
00:00:35,390 --> 00:00:39,790
Absolutely. So I've led healthcare
industry practices at four major

13
00:00:40,430 --> 00:00:43,510
communications focused
vendors. And in that capacity,

14
00:00:43,670 --> 00:00:48,430
I I focus on how communications and
collaboration solutions can really have a

15
00:00:49,030 --> 00:00:53,940
positive impact on health service
delivery and also how it can

16
00:00:53,940 --> 00:00:57,580
really elevate the patient
experience. And then similarly,

17
00:00:57,840 --> 00:01:01,180
as a leader within RingCentral's
healthcare practice,

18
00:01:01,860 --> 00:01:04,860
I direct all industry marketing
and go-to-market strategy.

19
00:01:06,200 --> 00:01:07,680
I do try to translate the,

20
00:01:07,740 --> 00:01:12,320
the voice of the patient and the voice
of the healthcare provider internally as

21
00:01:12,320 --> 00:01:17,320
well by partnering with our industry
solutions product team as we always are

22
00:01:17,320 --> 00:01:22,280
developing new healthcare capabilities
to take to market. Then I also work very,

23
00:01:22,580 --> 00:01:22,830
uh,

24
00:01:22,830 --> 00:01:27,640
very exclusively with our
sales organization on just
industry enablement and

25
00:01:27,640 --> 00:01:30,120
all this just to get RingCentral's, uh,

26
00:01:30,610 --> 00:01:34,680
cloud communications platform
into the healthcare industry.

27
00:01:35,140 --> 00:01:38,280
And we've got over 20,000
healthcare clients globally.

28
00:01:38,580 --> 00:01:42,240
So really excited to talk
to our D S O audience,

29
00:01:42,240 --> 00:01:44,560
which is a critical part
of that healthcare sector.

30
00:01:46,020 --> 00:01:49,470
Yeah, and appreciate you bringing
that, that sort of, you know, you,

31
00:01:49,470 --> 00:01:50,670
you got a real high level view there,

32
00:01:50,670 --> 00:01:53,550
bird's eye view of what's happening
in the industry because you have a,

33
00:01:53,610 --> 00:01:58,230
you work with so many
different organizations. So
focusing on, on DSOs here,

34
00:01:58,730 --> 00:02:02,110
you know, obviously DSOs are, are
seeing rapid growth right now.

35
00:02:02,270 --> 00:02:05,830
Dentists are increasingly becoming
affiliated with these organizations.

36
00:02:05,930 --> 00:02:08,830
So with all this activity going
on, what would you say are the,

37
00:02:08,830 --> 00:02:12,630
the top challenges and
opportunities D s O leaders are,

38
00:02:12,630 --> 00:02:14,510
are facing amid this change?

39
00:02:16,030 --> 00:02:17,970
So in the midst of, and, and,

40
00:02:17,970 --> 00:02:22,770
and really the pace of growth
in DSOs and dentists are

41
00:02:22,890 --> 00:02:26,330
increasingly becoming affiliated,
uh, with these organizations,

42
00:02:26,590 --> 00:02:27,810
as you mentioned. I think,

43
00:02:28,250 --> 00:02:32,730
I think there's several key things
that come up as DSOs continue to grow

44
00:02:33,110 --> 00:02:35,810
and acquire new locations.
So first and foremost is,

45
00:02:35,870 --> 00:02:40,850
is patient retention of the acquired
practice and similarly staff retention of

46
00:02:40,850 --> 00:02:45,570
those acquired practices that
I think has a big part of

47
00:02:45,930 --> 00:02:49,050
maintaining the culture of the
growing and acquisition as well.

48
00:02:49,310 --> 00:02:50,850
And then I think the, the,

49
00:02:50,910 --> 00:02:55,450
the part that we address very directly
at RingCentral is the integration of new

50
00:02:55,730 --> 00:02:59,760
practices into the DSOs existing
systems and technologies.

51
00:03:00,940 --> 00:03:03,880
And I think that last challenge,
uh, the integration of,

52
00:03:04,020 --> 00:03:08,320
of the new practices into the
DSOs is really the opportunity

53
00:03:09,100 --> 00:03:12,280
to support the other
challenges that we mentioned.

54
00:03:12,280 --> 00:03:14,800
And it can be as simple as
a single phone number, Ryan,

55
00:03:14,980 --> 00:03:19,280
and it just builds from there as the
technology creates opportunities for

56
00:03:19,520 --> 00:03:21,560
improved staff and patient experiences.

57
00:03:23,550 --> 00:03:26,890
And let's talk more, talk more about
that technology, right? Uh, in, in,

58
00:03:26,910 --> 00:03:31,570
in the role it really plays in supporting
DSOs and in an environment of growth

59
00:03:31,570 --> 00:03:34,730
and, and, and consolidation. You,
you shared that example at at,

60
00:03:34,790 --> 00:03:36,530
at the tail end of the
year I to answer there,

61
00:03:36,530 --> 00:03:40,290
but what are some more examples about
the, the role technology plays here?

62
00:03:41,600 --> 00:03:45,370
Yeah, so let, let, let's keep it
simple for our listeners. So let,

63
00:03:45,420 --> 00:03:48,450
let's talk again about just
that, that single phone number.

64
00:03:48,710 --> 00:03:52,890
So one of the critical
d s o parent systems is,

65
00:03:52,910 --> 00:03:56,890
is certainly gonna be telephony
services. So it's, it's critical that,

66
00:03:57,080 --> 00:04:00,290
that the D S O works with a
cloud communications vendor,

67
00:04:01,270 --> 00:04:05,530
but they have to be more than just a
cloud unified communications as a service

68
00:04:06,040 --> 00:04:09,570
application. Um, but rather like us,

69
00:04:09,990 --> 00:04:14,530
we actually deliver the service
and phone number assignments

70
00:04:14,720 --> 00:04:16,850
from our own network. So
we're our own carrier.

71
00:04:16,950 --> 00:04:21,930
And the reason that's important is
it's a completely different model and

72
00:04:22,210 --> 00:04:25,730
separate and independent
networks from most other vendors.

73
00:04:25,990 --> 00:04:29,090
So we often refer to that
as bring your own carrier.

74
00:04:29,910 --> 00:04:32,050
And the reason that's so critical is,

75
00:04:32,070 --> 00:04:36,970
is I think part of that retaining
that culture and just making it

76
00:04:36,970 --> 00:04:39,690
easy for, for patients to
stay with their providers,

77
00:04:39,690 --> 00:04:42,010
even if they become part
of a D S O umbrella,

78
00:04:42,830 --> 00:04:44,730
is they can keep their same numbers.

79
00:04:44,950 --> 00:04:49,690
We just port them into our
cloud carrier network and that

80
00:04:49,720 --> 00:04:51,370
just allows them, uh,

81
00:04:51,370 --> 00:04:56,090
the d s O to avoid working across
multiple carriers as most of them have

82
00:04:56,650 --> 00:05:00,930
national or at least regional practices
that can span across different carrier

83
00:05:01,690 --> 00:05:02,530
coverage areas. And I,

84
00:05:02,650 --> 00:05:06,930
I think that creates immediate
agility and as a carrier,

85
00:05:07,150 --> 00:05:11,610
our D S O clients can retain those
longstanding phone numbers of the acquired

86
00:05:12,010 --> 00:05:16,290
practices. And I think in
just real simple terms,

87
00:05:16,350 --> 00:05:20,010
it just enables the practice to maintain
the continuity of how patients reach

88
00:05:20,010 --> 00:05:24,570
out to them. So just think about that
tooth shaped magnet on your fridge.

89
00:05:24,640 --> 00:05:28,010
It's got that number that magnet can just
stay in place 'cause we're just gonna

90
00:05:28,330 --> 00:05:29,410
keep using that same number.

91
00:05:29,510 --> 00:05:34,410
And I think that's the real value of
working with a cloud communications

92
00:05:34,410 --> 00:05:39,330
vendor that is its own carrier rather
than just a communication application that

93
00:05:39,340 --> 00:05:41,050
rides on other carrier networks.

94
00:05:42,420 --> 00:05:45,590
Yeah, I mean that, that sounds like
a pretty seamless transition. And,

95
00:05:45,590 --> 00:05:48,710
and I know sometimes when folks
that adopt new services or,

96
00:05:48,710 --> 00:05:52,070
or bring in new communications technology
or any technology, the the change,

97
00:05:52,370 --> 00:05:53,790
the transition can be a challenge,

98
00:05:53,890 --> 00:05:57,600
but what you just laid out is
pretty straightforward and,

99
00:05:57,740 --> 00:05:59,640
and seems like a seamless transition.

100
00:05:59,640 --> 00:06:03,640
But what are some other key considerations
D S L leaders should really think

101
00:06:03,640 --> 00:06:08,040
about as they they approach adopting
new cloud communications technology?

102
00:06:08,140 --> 00:06:11,160
Can you share any, uh, uh, you
know, best practices there,

103
00:06:11,420 --> 00:06:15,960
any additional recommendations sort
of based on partner organizations

104
00:06:15,960 --> 00:06:17,560
experiences you you've seen?

105
00:06:18,550 --> 00:06:21,680
Yeah, sure. And I'd also,
I'd also add too, and it's,

106
00:06:21,680 --> 00:06:25,080
it's a bit of a teaser for our
listeners to go back to episode two,

107
00:06:25,220 --> 00:06:29,480
but I'd really encourage them to go
back where you and I delve into the

108
00:06:29,480 --> 00:06:32,680
technologies more directly
the, the, the beauty and the,

109
00:06:32,820 --> 00:06:37,480
the immense capabilities of artificial
intelligence, you know, just to name one.

110
00:06:37,620 --> 00:06:41,880
So definitely go back and check out
episode two, but to your question,

111
00:06:41,940 --> 00:06:45,240
in terms of considerations
by D s O leaders.

112
00:06:45,380 --> 00:06:50,160
So it's very critical to start
with establishing a center of

113
00:06:50,160 --> 00:06:54,920
excellence within the principle D ss
o location that's going to manage the

114
00:06:54,970 --> 00:06:59,920
cloud phone and contact center
services for the DSOs multi-site

115
00:07:00,240 --> 00:07:04,840
practice network. A C O E is where
all the quality of service tracking,

116
00:07:05,180 --> 00:07:08,120
new feature testing, and
probably most importantly,

117
00:07:08,180 --> 00:07:12,960
all of the analysis of the
rich system reports call

118
00:07:13,280 --> 00:07:17,880
handling analytics and just staff
performance as they engage with

119
00:07:18,220 --> 00:07:22,920
the cloud communication system and
with patients. And so DSOs were,

120
00:07:23,030 --> 00:07:25,360
will quickly realize, uh,

121
00:07:25,910 --> 00:07:30,720
just really how much actionable insights
and performance improvement data that

122
00:07:30,720 --> 00:07:34,360
they can leverage to improve
communication, service quality. And,

123
00:07:34,500 --> 00:07:38,520
and this is then gonna have a direct
impact on operational improvement across

124
00:07:38,520 --> 00:07:39,400
their entire network.

125
00:07:40,980 --> 00:07:43,190
Yeah. And, and, and we've
talked about sort of, you know,

126
00:07:43,330 --> 00:07:46,270
you hit on patient retention
earlier and, and sort of,

127
00:07:46,450 --> 00:07:50,990
and now hitting on improving step
performance, improving communication,

128
00:07:51,530 --> 00:07:55,870
um, you know, in your work with
DSOs in this sort of en evolving,

129
00:07:56,470 --> 00:07:59,430
evolving environment with a lot
of consolidation, a lot of growth,

130
00:08:00,260 --> 00:08:03,710
what is the the most important outcome
you would say that you really hope that

131
00:08:03,710 --> 00:08:06,390
that that your partners achieve? And,

132
00:08:06,450 --> 00:08:10,510
and maybe give listeners a little bit
of your reasoning why that is the most

133
00:08:10,510 --> 00:08:12,150
important outcome as you, as you see it.

134
00:08:13,390 --> 00:08:17,390
I think the most important outcome that
our D s O clients have achieved is the

135
00:08:17,630 --> 00:08:21,990
efficient and the successful growth
of their network of dental practices.

136
00:08:22,570 --> 00:08:27,430
Uh, a critical element of this is
how our intelligent communications

137
00:08:27,870 --> 00:08:32,590
platform supports faster acquisition
and new location onboarding.

138
00:08:33,090 --> 00:08:35,390
And I think that's so
important because it,

139
00:08:35,490 --> 00:08:40,190
it directly supports staff and
patient retention of newly acquired

140
00:08:40,550 --> 00:08:45,350
practices that we've visited about
already. But most importantly,

141
00:08:45,490 --> 00:08:48,870
it speeds up time to revenue
of these practices as well.

142
00:08:49,290 --> 00:08:54,070
And I think that's really at the
heart of the whole D s O model is high

143
00:08:54,070 --> 00:08:57,880
quality of service, high
quality best practices,

144
00:08:58,300 --> 00:09:03,080
and ultimately the ability
to shore up and optimize,

145
00:09:03,260 --> 00:09:06,800
uh, operations to ultimately
drive faster revenue.

146
00:09:07,380 --> 00:09:11,400
And everybody benefits, you know, from
that model, from the practitioners,

147
00:09:11,400 --> 00:09:15,480
their teams and the patients
as well as the DSOs.

148
00:09:18,470 --> 00:09:21,750
Excellent. Thank you. Thank you
Lance. And, uh, of course, as you,

149
00:09:21,810 --> 00:09:25,350
as you flagged earlier for our
audience, uh, if, if folks want to hear,

150
00:09:25,350 --> 00:09:26,230
wanna hear more about,

151
00:09:26,230 --> 00:09:29,190
about sort of some of the insights
you have into the technology here,

152
00:09:29,370 --> 00:09:31,750
or even in the first
episode, I believe we,

153
00:09:31,750 --> 00:09:35,430
we focused on some reimbursement
challenges that I definitely encourage our

154
00:09:35,630 --> 00:09:38,750
audience to go back and check
out episodes one and two. Um,

155
00:09:38,750 --> 00:09:42,030
before we close out on episode three,
though, I wanna check back in with you,

156
00:09:42,190 --> 00:09:45,870
Lance, and is there anything else you
you wanna share with listeners today?

157
00:09:46,150 --> 00:09:48,590
Anything you wanna reemphasize
or, or something new to share?

158
00:09:50,810 --> 00:09:54,830
You know, the, the, the pace of D
S O growth needs technologies that,

159
00:09:54,860 --> 00:09:59,470
that scale just as fast and digital
technologies like cloud-based

160
00:09:59,790 --> 00:10:00,230
communications,

161
00:10:00,230 --> 00:10:05,070
they're really designed for that very
purpose and they also deliver a world

162
00:10:05,130 --> 00:10:07,990
of new capabilities that
in, in my experience,

163
00:10:08,740 --> 00:10:13,630
most healthcare organizations candidly
had no idea were available, um,

164
00:10:13,890 --> 00:10:18,030
or the direct impact on, on
the operational improvement
that they can deliver.

165
00:10:18,770 --> 00:10:23,630
So I'd encourage DSOs that are
considering the move to the cloud and

166
00:10:23,990 --> 00:10:25,630
standardizing comm services,

167
00:10:26,260 --> 00:10:30,430
they really need to spend meaningful
time within their organizations

168
00:10:31,050 --> 00:10:35,390
across a, a real diverse set of
stakeholders within their networks.

169
00:10:35,390 --> 00:10:39,390
And they need to identify any
possible comms, bottleneck,

170
00:10:39,940 --> 00:10:44,390
breakdown in patient service
levels, lagging AR cycles and,

171
00:10:44,410 --> 00:10:49,190
and so much more, and I say this Brian,
because really you think about it at,

172
00:10:49,410 --> 00:10:54,390
at the heart of every operational
motion is communications and modern

173
00:10:54,480 --> 00:10:59,150
cloud communications can meet and
improve most any related challenge,

174
00:10:59,530 --> 00:11:02,390
but it also creates
opportunity for D s O growth.

175
00:11:03,010 --> 00:11:07,950
So I just encourage all of our D s O
listeners really do the due diligence,

176
00:11:08,620 --> 00:11:11,310
come, you know, come
to the table with a, a,

177
00:11:11,590 --> 00:11:13,550
a hard set of challenges to overcome.

178
00:11:14,050 --> 00:11:18,790
And I think you're just gonna be
really pleased and surprised at how

179
00:11:18,790 --> 00:11:22,910
quickly this type of digital technology
will transform your D s O networks.

180
00:11:24,140 --> 00:11:26,720
Uh, really great point
there, Lance, on our,

181
00:11:26,840 --> 00:11:30,520
and sort of really being intentional
with the technology, like really, um,

182
00:11:30,520 --> 00:11:33,040
understanding what problems
you wanna solve. Correct. And,

183
00:11:33,040 --> 00:11:34,880
and you're gonna get a lot
more out of it, I imagine.

184
00:11:35,510 --> 00:11:37,640
Yeah, absolutely. I mean, I think,

185
00:11:38,240 --> 00:11:42,360
I think every organization,
you know, fall, you know,

186
00:11:42,870 --> 00:11:47,440
kind of falls into this, this
definition of underutilizing technology.

187
00:11:48,180 --> 00:11:49,000
Uh,

188
00:11:49,000 --> 00:11:53,080
I think you just leave so much on the
table in terms of operational performance.

189
00:11:53,250 --> 00:11:55,640
If you do that with modern
cloud communications,

190
00:11:55,640 --> 00:12:00,240
including not just your phone system, but
also your, your patient access center,

191
00:12:00,240 --> 00:12:04,480
that's, that's empowered by a contact
center platform in the cloud as well.

192
00:12:05,390 --> 00:12:06,100
Just, you know,

193
00:12:06,100 --> 00:12:10,640
use a hundred percent of it and
you'll get 200% back on operational

194
00:12:10,870 --> 00:12:11,703
improvement.

195
00:12:13,230 --> 00:12:17,510
Excellent. Well, a, a great place to
close out this conversation. Lance,

196
00:12:17,600 --> 00:12:20,990
thank you once again for taking the
time to join me on the podcast today.

197
00:12:21,490 --> 00:12:26,350
Thanks again, Brian. Great to meet with
all of your Becker's D S O listeners.

198
00:12:26,350 --> 00:12:27,183
Thank you.

199
00:12:27,410 --> 00:12:28,950
Yes. Uh, thank you so much.

200
00:12:29,090 --> 00:12:32,710
And also thank you to RingCentral
for sponsoring this episode.

201
00:12:33,130 --> 00:12:36,990
You can tune into more podcasts from
Becker Healthcare by visiting our podcast

202
00:12:37,260 --> 00:12:37,550
page.