1 00:00:00,080 --> 00:00:02,480 Hi, everyone. This is Erica Spicer Mason with 2 00:00:02,480 --> 00:00:05,120 the Becker's Healthcare podcast series. Thank you so 3 00:00:05,120 --> 00:00:06,419 much for tuning in today. 4 00:00:06,799 --> 00:00:09,119 For today's discussion, I'm thrilled to be joined 5 00:00:09,119 --> 00:00:12,080 by Cissy Mangrum, senior vice president of revenue 6 00:00:12,080 --> 00:00:15,724 cycle management at Specialty Dental Brands, and Marcy 7 00:00:15,724 --> 00:00:18,385 Sweet, vice president of marketing at Dental Exchange. 8 00:00:18,925 --> 00:00:20,864 They're going to share with us their perspectives 9 00:00:20,925 --> 00:00:23,744 on the financial landscape in dentistry right now. 10 00:00:24,285 --> 00:00:27,004 Cissy and Marcy, without further ado, welcome. Thank 11 00:00:27,004 --> 00:00:29,210 you so much for joining us today. Thanks 12 00:00:29,210 --> 00:00:31,210 for having us. Yeah. Thank you for inviting 13 00:00:31,210 --> 00:00:31,710 us. 14 00:00:32,409 --> 00:00:34,570 Really happy to have you on. And before 15 00:00:34,570 --> 00:00:36,570 we get into the meat of our discussion 16 00:00:36,570 --> 00:00:38,489 today, wanted to see if you'd both like 17 00:00:38,489 --> 00:00:40,429 to share just a little bit more about 18 00:00:40,570 --> 00:00:43,469 your professional background, your current role, your organization. 19 00:00:44,664 --> 00:00:46,844 And, Marcy, perhaps you can get us started. 20 00:00:47,465 --> 00:00:49,945 Sure. Marcy Sweet, VP of marketing with Dental 21 00:00:49,945 --> 00:00:53,064 Exchange. So Dental Exchange has connectivity to all 22 00:00:53,064 --> 00:00:56,184 dental payers, within the industry, which allows us 23 00:00:56,184 --> 00:00:58,460 to be really flexible with different types of 24 00:00:58,460 --> 00:01:00,559 clients, whether providers or DSOs, 25 00:01:00,939 --> 00:01:03,019 to ensure that we have the flexibility to 26 00:01:03,019 --> 00:01:05,099 partner with all of the dent all of 27 00:01:05,099 --> 00:01:07,200 the dental practice management software companies 28 00:01:07,579 --> 00:01:09,340 to ensure that we can get clients paid 29 00:01:09,340 --> 00:01:09,840 faster. 30 00:01:11,034 --> 00:01:13,115 Wonderful. Thanks so much, Marcy. I think you're 31 00:01:13,115 --> 00:01:14,734 gonna have really great perspective 32 00:01:15,115 --> 00:01:17,674 on the RCM landscape and dentistry right now. 33 00:01:17,674 --> 00:01:19,935 So excited to hear more about that. 34 00:01:20,314 --> 00:01:21,834 But, Cissy, please tell us a little bit 35 00:01:21,834 --> 00:01:22,734 more about yourself. 36 00:01:23,299 --> 00:01:25,859 Hi. Yes. I'm Cissy Mangrum, senior VP of 37 00:01:25,859 --> 00:01:27,960 revenue cycle with Specialty Dental Brands. 38 00:01:28,740 --> 00:01:30,900 I started my career in clinical side and 39 00:01:30,900 --> 00:01:32,200 then moved to the operations 40 00:01:32,820 --> 00:01:33,320 running, 41 00:01:33,700 --> 00:01:36,825 medical clinics from small to large medical practices 42 00:01:36,885 --> 00:01:38,725 for 14 years, and then I moved over 43 00:01:38,725 --> 00:01:40,344 to operational rep cycle 44 00:01:40,645 --> 00:01:42,025 from a corporate's perspective 45 00:01:42,564 --> 00:01:44,344 because of the, information 46 00:01:44,645 --> 00:01:46,745 that I had that I could translate 47 00:01:47,125 --> 00:01:47,625 operations, 48 00:01:48,645 --> 00:01:49,145 clinical, 49 00:01:50,049 --> 00:01:51,269 and revenue cycle. 50 00:01:52,689 --> 00:01:53,829 I've been doing this, 51 00:01:55,010 --> 00:01:57,569 for almost 20 years. And about 2 years 52 00:01:57,569 --> 00:01:59,989 ago, I entered into the dental industry. 53 00:02:00,290 --> 00:02:02,689 I came on board with specialty dental brands 54 00:02:02,689 --> 00:02:03,989 two and a half years ago, 55 00:02:04,355 --> 00:02:04,855 and, 56 00:02:05,234 --> 00:02:07,255 they are a large specialty dental, 57 00:02:07,795 --> 00:02:09,335 DSO. We have 58 00:02:09,875 --> 00:02:10,375 pediatrics, 59 00:02:10,835 --> 00:02:11,335 orthodontics, 60 00:02:12,275 --> 00:02:12,775 and, 61 00:02:13,555 --> 00:02:14,055 OMS. 62 00:02:14,435 --> 00:02:16,514 And so I'm very excited to be with 63 00:02:16,514 --> 00:02:17,099 this group. 64 00:02:17,819 --> 00:02:19,200 Our partners are amazing. 65 00:02:19,659 --> 00:02:20,319 We have 66 00:02:20,700 --> 00:02:21,439 251 locations, 67 00:02:22,300 --> 00:02:24,719 and, we're across 26 states. 68 00:02:25,819 --> 00:02:28,300 Fantastic. Thanks so much, Cissy. And just like 69 00:02:28,300 --> 00:02:29,680 I commented on with Marcy, 70 00:02:30,219 --> 00:02:31,900 the perspective you're gonna bring to the table 71 00:02:31,900 --> 00:02:33,985 for this discussion, really important. So glad that 72 00:02:33,985 --> 00:02:35,924 you have that knowledge from the clinical side 73 00:02:36,064 --> 00:02:37,364 and operational side. 74 00:02:38,224 --> 00:02:39,985 So I I think that might lead us 75 00:02:39,985 --> 00:02:42,544 nicely into the first question. And, Cecilia, I'd 76 00:02:42,544 --> 00:02:43,685 love to get your take. 77 00:02:44,064 --> 00:02:45,525 Can you offer listeners 78 00:02:45,824 --> 00:02:47,584 just kind of a high level overview of 79 00:02:47,584 --> 00:02:50,159 the current financial landscape in dentistry? You know, 80 00:02:50,159 --> 00:02:51,840 what are we seeing as the primary pain 81 00:02:51,840 --> 00:02:53,939 points for practices and DSOs, 82 00:02:54,560 --> 00:02:56,739 and how does RCM really factor in? 83 00:02:57,759 --> 00:02:59,219 Yeah. Great question. 84 00:02:59,599 --> 00:03:01,614 As I thought about this, this is there 85 00:03:01,614 --> 00:03:03,634 are 2 areas that I think is impacting 86 00:03:03,775 --> 00:03:06,094 the DSO world right now, and one is 87 00:03:06,094 --> 00:03:08,114 the economic challenges and inflation. 88 00:03:08,655 --> 00:03:11,215 From an RCM perspective, it is hitting home 89 00:03:11,215 --> 00:03:13,074 in our DSOs and dental practices. 90 00:03:13,769 --> 00:03:16,329 One aspect of this is the patient portion 91 00:03:16,329 --> 00:03:19,769 for dental services impacting our DSOs and dental 92 00:03:19,769 --> 00:03:22,349 practices. The most in some specialties, 93 00:03:22,650 --> 00:03:25,449 the patient portion is 20 to 30%, and 94 00:03:25,449 --> 00:03:27,209 others, it can be up to 60 to 95 00:03:27,209 --> 00:03:27,709 70%. 96 00:03:28,444 --> 00:03:31,664 Understanding how to approach better patient financing options 97 00:03:31,724 --> 00:03:34,044 and patient responsibility is a high priority for 98 00:03:34,044 --> 00:03:37,004 our DSOs, especially here at a specialty dental 99 00:03:37,004 --> 00:03:39,724 brands. Every DSO in dental practice right now 100 00:03:39,724 --> 00:03:41,344 is seeing a decrease in patient 101 00:03:41,990 --> 00:03:44,469 visits, which I believe is directly related to 102 00:03:44,469 --> 00:03:46,729 the financial impacts of the dental services. 103 00:03:47,189 --> 00:03:49,509 Therefore, it's super important that we have some 104 00:03:49,509 --> 00:03:50,889 form of patient financing 105 00:03:51,189 --> 00:03:52,729 offerings to our patients. 106 00:03:53,270 --> 00:03:54,949 And then from a second aspect that I 107 00:03:54,949 --> 00:03:56,895 think is soup that is a primary pain 108 00:03:56,895 --> 00:03:59,875 point for our DSOs and dental practices is, 109 00:04:00,415 --> 00:04:02,194 really, it's our payer agreements. 110 00:04:02,735 --> 00:04:04,974 It's crucial to review our payer agreements right 111 00:04:04,974 --> 00:04:06,594 now and prioritize communications 112 00:04:07,295 --> 00:04:09,635 with our payers to negotiate better rates. 113 00:04:10,415 --> 00:04:11,780 If if our DSOs 114 00:04:12,159 --> 00:04:14,979 and dental practice haven't already started this, 115 00:04:15,280 --> 00:04:17,600 they need to start it. It's super important. 116 00:04:17,600 --> 00:04:20,240 We recognize that costs are rising for our 117 00:04:20,240 --> 00:04:20,740 payers, 118 00:04:21,519 --> 00:04:23,680 but costs are also rising for us, for 119 00:04:23,680 --> 00:04:25,220 our DSOs and our doctors. 120 00:04:25,600 --> 00:04:26,774 And so it's 121 00:04:27,334 --> 00:04:29,735 extremely important that if you're not looking at 122 00:04:29,735 --> 00:04:31,894 your payer agreements now, you should be looking 123 00:04:31,894 --> 00:04:34,694 at them and getting them up and rolling 124 00:04:34,694 --> 00:04:38,154 to increase your allowables and increase the reimbursement 125 00:04:38,375 --> 00:04:40,454 for our doctors who are rendering these services 126 00:04:40,454 --> 00:04:41,220 to these patients. 127 00:04:42,019 --> 00:04:43,939 So those are the two areas that I 128 00:04:43,939 --> 00:04:46,100 see right now that are pain points in 129 00:04:46,100 --> 00:04:47,319 the RCM aspect. 130 00:04:48,339 --> 00:04:50,420 And then how do how how does revenue 131 00:04:50,420 --> 00:04:52,259 cycle factor into this? 132 00:04:52,899 --> 00:04:55,779 I look at revenue cycles operational revenue cycles. 133 00:04:55,779 --> 00:04:56,680 So it's essential 134 00:04:57,495 --> 00:05:00,134 in helping our DSOs and practices becoming more 135 00:05:00,134 --> 00:05:02,634 efficient by optimizing our RCM processes, 136 00:05:02,935 --> 00:05:04,475 standard operating the procedures, 137 00:05:04,935 --> 00:05:05,435 credentialing, 138 00:05:06,295 --> 00:05:10,055 and implementing technologies and tools to, ensure faster 139 00:05:10,055 --> 00:05:10,555 payment. 140 00:05:11,180 --> 00:05:13,339 So my goal as an RCM leader is 141 00:05:13,339 --> 00:05:15,660 to ensure that our teams work smarter, not 142 00:05:15,660 --> 00:05:17,899 harder. If you hear me talking to other 143 00:05:17,899 --> 00:05:20,060 places or anywhere, you hear me say that 144 00:05:20,060 --> 00:05:22,560 all the time. Smarter, not harder. Therefore, 145 00:05:23,714 --> 00:05:26,274 the focus for, you know, RCM team should 146 00:05:26,274 --> 00:05:29,395 be providing practices with more efficient processes and 147 00:05:29,395 --> 00:05:32,295 technology to ensure faster payment and cleaner claims. 148 00:05:32,675 --> 00:05:34,615 So RCM leaders and DSO 149 00:05:34,915 --> 00:05:36,995 practice leaders also need to be open to 150 00:05:36,995 --> 00:05:38,214 several different solutions. 151 00:05:38,599 --> 00:05:40,779 It's okay to have multistep processes 152 00:05:41,319 --> 00:05:44,300 and provide solutions to the practices in DSO. 153 00:05:44,759 --> 00:05:47,800 So many times, RCM leaders or DSOs think 154 00:05:47,800 --> 00:05:49,800 they need to do one solution for their 155 00:05:49,800 --> 00:05:50,300 organization. 156 00:05:50,919 --> 00:05:53,774 And the reality is in our our landscape 157 00:05:53,774 --> 00:05:55,134 at this time is that you need to 158 00:05:55,134 --> 00:05:56,834 be open to multiple solutions. 159 00:05:57,694 --> 00:05:59,394 We are the experts. The RCM 160 00:05:59,935 --> 00:06:02,595 leaders are the experts in identifying these solutions 161 00:06:03,375 --> 00:06:05,910 and to help our practices. So sometimes those 162 00:06:05,910 --> 00:06:09,050 solutions could be decentralizing a function or centralizing 163 00:06:09,269 --> 00:06:11,370 a function or outsourcing a function. 164 00:06:11,670 --> 00:06:13,589 So for example, for us, we have a 165 00:06:13,589 --> 00:06:15,449 3 scaled model where we decentralize 166 00:06:16,310 --> 00:06:19,670 some areas, centralize other areas, and outsource other 167 00:06:19,670 --> 00:06:20,170 areas. 168 00:06:20,875 --> 00:06:22,795 And we have for example, we work with 169 00:06:22,795 --> 00:06:25,754 Legacy Healthcare and Ascent Healthcare as an outsource 170 00:06:25,754 --> 00:06:27,375 function for insurance AR 171 00:06:27,675 --> 00:06:28,175 follow-up, 172 00:06:28,714 --> 00:06:30,654 and that helps our teams and our practices 173 00:06:30,795 --> 00:06:33,355 focus on patient care and our outsource partners 174 00:06:33,355 --> 00:06:34,814 focus on the AR follow-up. 175 00:06:35,750 --> 00:06:38,069 Yeah. Cissy, thank you so much for that 176 00:06:38,069 --> 00:06:40,730 overview. You've outlined such important 177 00:06:41,350 --> 00:06:44,410 considerations here, like the economic challenges and inflation 178 00:06:44,550 --> 00:06:46,569 that practices and DSOs are facing. 179 00:06:47,029 --> 00:06:48,870 And then I loved how you really underscored 180 00:06:48,870 --> 00:06:50,330 that piece of advice of 181 00:06:50,944 --> 00:06:54,004 having practices and DSOs review their payer agreements, 182 00:06:54,144 --> 00:06:56,225 how it's crucial to really start looking at 183 00:06:56,225 --> 00:06:57,685 these now if they're not already. 184 00:06:58,704 --> 00:07:00,305 And then, of course, that other piece of 185 00:07:00,305 --> 00:07:02,245 advice to being open to multiple 186 00:07:02,785 --> 00:07:06,050 solutions or tools to support revenue cycle management 187 00:07:06,050 --> 00:07:08,789 and especially working smarter and not harder. So 188 00:07:09,009 --> 00:07:11,669 really great overview, really appreciate those insights. 189 00:07:12,449 --> 00:07:14,610 And I I wanna touch on something next 190 00:07:14,610 --> 00:07:17,409 with that kind of really factors into all 191 00:07:17,409 --> 00:07:19,669 of the challenges you just mentioned, which is 192 00:07:20,185 --> 00:07:22,925 practices and DSOs leveraging technology like automation, 193 00:07:23,785 --> 00:07:25,165 in their RCM processes. 194 00:07:25,704 --> 00:07:27,544 So would love to know from you, Cissy, 195 00:07:27,544 --> 00:07:29,704 if there are any specific success stories you 196 00:07:29,704 --> 00:07:31,164 can share there and how 197 00:07:31,544 --> 00:07:33,870 automation is making a difference in RCM. And, 198 00:07:33,870 --> 00:07:35,790 Marcy, I I'd love to get your take 199 00:07:35,790 --> 00:07:37,230 on what you're seeing in the field as 200 00:07:37,230 --> 00:07:37,730 well. 201 00:07:39,149 --> 00:07:41,810 For me, automation right now is a buzzword 202 00:07:42,029 --> 00:07:45,230 in RCM. Everywhere you go, everyone's talking about 203 00:07:45,230 --> 00:07:45,730 automation, 204 00:07:46,270 --> 00:07:48,345 and that everybody has some form of it. 205 00:07:48,425 --> 00:07:50,985 However, in my experience within the dental industries, 206 00:07:50,985 --> 00:07:52,504 we still have a long ways to go 207 00:07:52,504 --> 00:07:55,084 to fully realize the potential of automation. 208 00:07:55,785 --> 00:07:58,285 Where I do see automation and technology making 209 00:07:58,345 --> 00:08:01,165 significant strides, at least here at SDB, 210 00:08:01,939 --> 00:08:05,720 is areas like verification of benefits, payment reconciliation, 211 00:08:06,419 --> 00:08:07,399 claims submission, 212 00:08:07,939 --> 00:08:11,079 reporting through clearing houses, such as Dental Exchange. 213 00:08:11,779 --> 00:08:13,959 While there's still a lot of progress 214 00:08:14,544 --> 00:08:16,544 for us to be made, we are moving 215 00:08:16,544 --> 00:08:18,625 in the right direction. And we've made some 216 00:08:18,625 --> 00:08:20,224 major strides with, 217 00:08:20,625 --> 00:08:21,125 partners, 218 00:08:21,985 --> 00:08:22,884 for our verification, 219 00:08:23,985 --> 00:08:25,365 benefits with BBK 220 00:08:25,904 --> 00:08:28,464 Dental Automation. I mean, it that has taken 221 00:08:28,464 --> 00:08:29,365 us from 222 00:08:30,009 --> 00:08:32,809 a manual process to an automation process and 223 00:08:32,809 --> 00:08:34,509 helping to resolve about 70% 224 00:08:34,970 --> 00:08:37,049 of that process, which is huge in a 225 00:08:37,049 --> 00:08:37,549 clinic. 226 00:08:37,929 --> 00:08:41,210 Our payment platform with Centus, Roomit AI, they're 227 00:08:41,210 --> 00:08:42,029 helping us. 228 00:08:42,584 --> 00:08:44,524 This is a big thing, helping our reconciliation, 229 00:08:44,745 --> 00:08:47,225 helping our payments to be more streamlined. So 230 00:08:47,225 --> 00:08:50,184 our posters have the information and reconciling on 231 00:08:50,184 --> 00:08:51,164 a daily basis. 232 00:08:51,784 --> 00:08:54,664 We're working with National Dental Support, and they 233 00:08:54,664 --> 00:08:55,065 have, 234 00:08:55,544 --> 00:08:56,365 an RCM 235 00:08:57,009 --> 00:08:58,929 platform, which is called my RCM, and we've 236 00:08:58,929 --> 00:09:00,949 been working with them to build out, 237 00:09:01,569 --> 00:09:04,289 an AR and reporting platform that is gonna 238 00:09:04,289 --> 00:09:05,589 be above 239 00:09:06,129 --> 00:09:07,569 all the others that I have seen so 240 00:09:07,569 --> 00:09:09,029 far, and it's pretty amazing. 241 00:09:09,970 --> 00:09:11,764 And then the one of the best things 242 00:09:11,764 --> 00:09:13,384 that I could say for us 243 00:09:13,764 --> 00:09:16,004 is that the claim and reporting with Dental 244 00:09:16,004 --> 00:09:18,825 Exchange, they have been an amazing partner, 245 00:09:19,205 --> 00:09:20,904 especially through the Change Healthcare 246 00:09:21,285 --> 00:09:21,785 changeover, 247 00:09:23,365 --> 00:09:25,785 being able to work with them to ensure 248 00:09:26,004 --> 00:09:26,460 that 249 00:09:26,860 --> 00:09:29,580 we didn't lose revenue and that we actually 250 00:09:29,580 --> 00:09:32,460 increased our revenue this year was a major 251 00:09:32,460 --> 00:09:35,420 factor because we worked very closely with Dental 252 00:09:35,420 --> 00:09:35,920 Exchange. 253 00:09:36,620 --> 00:09:37,759 Each of these platforms 254 00:09:38,460 --> 00:09:38,960 are 255 00:09:39,595 --> 00:09:40,335 are needed 256 00:09:40,955 --> 00:09:43,035 and are have been a great benefit here 257 00:09:43,035 --> 00:09:45,595 at Specialty Dental Plans. And I would say, 258 00:09:46,075 --> 00:09:47,995 you know, I'm pretty tough on these platforms. 259 00:09:47,995 --> 00:09:49,434 And if you were to talk to any 260 00:09:49,434 --> 00:09:51,355 of these people on the in these, 261 00:09:51,990 --> 00:09:53,909 in these platforms to these AIs, they would 262 00:09:53,909 --> 00:09:56,230 say, yeah. She's she demands a lot. And 263 00:09:56,230 --> 00:09:58,389 I think you have to as a revenue 264 00:09:58,389 --> 00:09:59,289 cycle leader. 265 00:09:59,830 --> 00:10:01,769 You can't just let the AI, 266 00:10:02,709 --> 00:10:05,110 technology platform say they can do things. You 267 00:10:05,110 --> 00:10:06,865 really have to press them. You really have 268 00:10:06,865 --> 00:10:08,384 to work with them. They really have to 269 00:10:08,384 --> 00:10:09,284 work with you. 270 00:10:10,144 --> 00:10:11,904 And I think because I do that and 271 00:10:11,904 --> 00:10:14,945 these technology platforms work with me, we have 272 00:10:14,945 --> 00:10:17,184 a great strategic partnership, and we're seeing some 273 00:10:17,184 --> 00:10:18,164 really good results. 274 00:10:19,799 --> 00:10:20,440 Yeah. And, 275 00:10:21,080 --> 00:10:23,100 to your question, Erica, so at Dental 276 00:10:23,639 --> 00:10:25,480 Exchange, we're really trying to help dental take 277 00:10:25,480 --> 00:10:26,940 the paper out of their process. 278 00:10:27,480 --> 00:10:30,279 There are so many different aspects of revenue 279 00:10:30,279 --> 00:10:33,000 cycle management that so many are still leveraging 280 00:10:33,000 --> 00:10:35,394 paper, which, you know, to Cissy's point, to 281 00:10:35,394 --> 00:10:37,414 be able to partner with our clients 282 00:10:37,794 --> 00:10:39,955 and with the practice management software to really 283 00:10:39,955 --> 00:10:41,955 build integration to make it easier for our 284 00:10:41,955 --> 00:10:45,075 clients to work smarter and not harder, again, 285 00:10:45,075 --> 00:10:46,855 just to echo what Cissy said earlier, 286 00:10:47,410 --> 00:10:49,410 enables them to be able to have their 287 00:10:49,410 --> 00:10:51,970 providers get paid faster. In in essence, it 288 00:10:51,970 --> 00:10:53,830 then increases the patient satisfaction 289 00:10:54,610 --> 00:10:56,929 because we're able to allow them to build 290 00:10:56,929 --> 00:10:59,889 their clients effectively or their patients effectively to 291 00:10:59,889 --> 00:11:02,634 say, you know, you owe this today so 292 00:11:02,634 --> 00:11:05,115 they can reconcile more quickly. And as we 293 00:11:05,115 --> 00:11:06,815 continue to build automation 294 00:11:07,274 --> 00:11:08,095 even further 295 00:11:08,475 --> 00:11:10,875 leveraging AI and different things like that, and 296 00:11:10,875 --> 00:11:13,615 and also we're we've launched lots of APIs, 297 00:11:14,690 --> 00:11:17,110 that allow for that connectivity for easier 298 00:11:18,210 --> 00:11:20,629 file transfers to happen even more quickly 299 00:11:21,330 --> 00:11:23,090 to be able to bring that automation to 300 00:11:23,090 --> 00:11:24,470 our our partners 301 00:11:25,009 --> 00:11:26,950 who are then working with all these DSOs, 302 00:11:27,774 --> 00:11:29,695 to enable them to to be able to 303 00:11:29,695 --> 00:11:31,475 process the claims more quickly, 304 00:11:32,095 --> 00:11:34,914 throughout all those components of the dental RCM 305 00:11:34,975 --> 00:11:35,475 process. 306 00:11:37,294 --> 00:11:39,774 Thanks, Marcy, for for those add ons. And 307 00:11:39,774 --> 00:11:42,095 it's interesting to hear about how you're still 308 00:11:42,095 --> 00:11:42,595 seeing 309 00:11:43,299 --> 00:11:44,519 paper based processes 310 00:11:45,220 --> 00:11:47,699 and in dental practices and DSOs, you know, 311 00:11:47,699 --> 00:11:48,360 so much, 312 00:11:49,220 --> 00:11:50,899 so much that we hear in health care 313 00:11:50,899 --> 00:11:53,720 today is how everyone is advancing in technology. 314 00:11:53,779 --> 00:11:55,459 And and it seems like that's the direction 315 00:11:55,459 --> 00:11:57,159 we're headed, but there's still some 316 00:11:57,754 --> 00:12:00,154 room for playing catch up for sure. And 317 00:12:00,154 --> 00:12:02,014 it's great to hear about the partnership between, 318 00:12:02,955 --> 00:12:05,054 between Dental Exchange and Sissy's organization. 319 00:12:06,235 --> 00:12:08,495 And, Cissy, I know you mentioned that 320 00:12:09,274 --> 00:12:11,835 at least at specialty dental brands, you feel 321 00:12:11,835 --> 00:12:13,590 like you're kind of still early on in 322 00:12:13,590 --> 00:12:15,830 the automation process as you've seen some quick 323 00:12:15,830 --> 00:12:16,330 wins, 324 00:12:17,350 --> 00:12:19,509 and you're advancing, but would love to know 325 00:12:19,509 --> 00:12:22,090 what other key opportunities you're seeing for automation 326 00:12:22,870 --> 00:12:25,350 in dental RCM in the next few years 327 00:12:25,350 --> 00:12:27,294 or beyond that. And what do you think 328 00:12:27,294 --> 00:12:30,014 leaders should do now to really effectively prepare 329 00:12:30,014 --> 00:12:32,195 their organizations for that future state? 330 00:12:33,054 --> 00:12:36,014 Oh, yeah. So I love those questions because 331 00:12:36,014 --> 00:12:38,495 this is, I think, is the mark. We 332 00:12:38,495 --> 00:12:39,490 are we 333 00:12:39,870 --> 00:12:43,149 are very close, right, with, dental automation. So 334 00:12:43,149 --> 00:12:44,829 I I would say right now, our biggest 335 00:12:44,829 --> 00:12:47,470 obstacle we're facing in dentistry is the PM 336 00:12:47,470 --> 00:12:47,970 systems, 337 00:12:48,429 --> 00:12:51,789 but it also represents our greatest opportunity as 338 00:12:51,789 --> 00:12:52,289 well. 339 00:12:53,475 --> 00:12:55,634 Our dental PM systems need to be more 340 00:12:55,634 --> 00:12:58,535 open to partnering with vendors and improving 341 00:12:58,915 --> 00:12:59,415 processes. 342 00:12:59,795 --> 00:13:00,455 I think 343 00:13:00,835 --> 00:13:03,875 for us, it's we are no longer gonna 344 00:13:03,875 --> 00:13:05,815 afford manual processes and workarounds. 345 00:13:06,355 --> 00:13:07,735 And our PMs say, 346 00:13:08,115 --> 00:13:09,940 you know, the majority of our PM systems 347 00:13:09,940 --> 00:13:11,960 are out there will say we're in development. 348 00:13:12,019 --> 00:13:13,879 We're trying to develop a better product, 349 00:13:14,259 --> 00:13:16,980 but we need our PM systems collaborate with 350 00:13:16,980 --> 00:13:19,220 vendors who are excelling in those areas that 351 00:13:19,220 --> 00:13:20,200 help with RCM. 352 00:13:20,674 --> 00:13:23,554 You know? I say they're already solving the 353 00:13:23,554 --> 00:13:25,394 problem. They need to be able to partner 354 00:13:25,394 --> 00:13:26,375 and and strategically 355 00:13:26,995 --> 00:13:27,815 come together, 356 00:13:28,355 --> 00:13:29,894 to develop these key areas. 357 00:13:30,434 --> 00:13:32,695 One of the things I I talk about 358 00:13:32,809 --> 00:13:34,809 with people is that there are vendors out 359 00:13:34,809 --> 00:13:36,649 there that are already doing it. And if 360 00:13:36,649 --> 00:13:37,709 the PM systems 361 00:13:38,329 --> 00:13:41,449 will open their doors and work together, it 362 00:13:41,529 --> 00:13:43,850 it's gonna make the PM systems be so 363 00:13:43,850 --> 00:13:46,250 much more robust. And so, like, I look 364 00:13:46,250 --> 00:13:48,110 at stuff like Trulark for patient 365 00:13:48,434 --> 00:13:48,934 scheduling, 366 00:13:49,315 --> 00:13:52,914 BBK for verification of benefits, Perley for patient 367 00:13:52,914 --> 00:13:53,414 communication, 368 00:13:54,514 --> 00:13:57,254 you know, AR is NDS and InsideDesk, 369 00:13:58,514 --> 00:14:00,595 and then, of course, Centus, and and, of 370 00:14:00,595 --> 00:14:03,254 course, you know, Dental Exchange for clearing houses. 371 00:14:03,299 --> 00:14:05,059 I mean, there are so many more. Those 372 00:14:05,059 --> 00:14:06,659 are vendors that I have worked with, that 373 00:14:06,659 --> 00:14:09,459 I've either worked with or encountered or have 374 00:14:09,459 --> 00:14:11,320 seen, do amazing things. 375 00:14:11,860 --> 00:14:12,259 And, 376 00:14:12,740 --> 00:14:15,159 our PM system should focus on those clinical 377 00:14:15,220 --> 00:14:17,455 aspects to to be top notch and then 378 00:14:17,455 --> 00:14:20,115 work with those AI vendors and technology partners 379 00:14:20,335 --> 00:14:21,634 to handle the other stuff. 380 00:14:22,335 --> 00:14:23,475 Many PM systems 381 00:14:23,855 --> 00:14:26,654 I see and I work just just for 382 00:14:26,654 --> 00:14:27,714 our our listeners, 383 00:14:28,414 --> 00:14:30,674 especially Dental Brands, we have 20 different 384 00:14:31,019 --> 00:14:32,860 PM systems that we work on. So I 385 00:14:32,860 --> 00:14:35,100 feel like I'm I I understand this a 386 00:14:35,100 --> 00:14:37,680 little bit, but if our vendors and, 387 00:14:38,460 --> 00:14:40,480 our PM systems will work with our vendors 388 00:14:40,940 --> 00:14:43,440 and technology partners to handle the other aspects, 389 00:14:43,695 --> 00:14:47,134 we could see leaps and bounds in in 390 00:14:47,134 --> 00:14:49,795 the actual technology and AR within dentistry 391 00:14:50,174 --> 00:14:52,735 fairly quickly within, you know, 2 or 2 392 00:14:52,735 --> 00:14:53,715 or less years. 393 00:14:54,174 --> 00:14:56,174 But, again, everybody has to work together, and 394 00:14:56,174 --> 00:14:58,289 sometimes that's a little difficult. And I would 395 00:14:58,289 --> 00:15:00,049 say if they would focus on those partnerships 396 00:15:00,049 --> 00:15:02,610 and building those collaborative ecosystems, it's gonna make 397 00:15:02,610 --> 00:15:04,769 a a big difference. I would say too 398 00:15:04,769 --> 00:15:06,629 also, what can we as leaders, 399 00:15:07,169 --> 00:15:08,949 do now to effectively prepare? 400 00:15:09,664 --> 00:15:11,424 I'm I'm gonna say this for me. This 401 00:15:11,424 --> 00:15:12,804 is easy to say 402 00:15:13,184 --> 00:15:15,125 and extremely hard to implement. 403 00:15:15,664 --> 00:15:16,565 Okay? So, 404 00:15:17,024 --> 00:15:19,105 anybody who's listening is gonna go, oh, yeah. 405 00:15:19,105 --> 00:15:21,345 Sure, Sissy. You can you you can say 406 00:15:21,345 --> 00:15:22,889 that, but, I mean, how hard is it 407 00:15:22,970 --> 00:15:24,570 to go, you know, get everybody on board 408 00:15:24,570 --> 00:15:26,410 to do that? And it's hard. It's all 409 00:15:26,410 --> 00:15:28,090 about, building those, 410 00:15:28,410 --> 00:15:29,929 relationships, building those, 411 00:15:31,450 --> 00:15:33,230 times to see the successes. 412 00:15:33,610 --> 00:15:35,610 I would tell you that the RCM leaders 413 00:15:35,610 --> 00:15:36,350 who prioritize 414 00:15:36,764 --> 00:15:38,945 education of their teams about AI 415 00:15:39,565 --> 00:15:40,384 and applications 416 00:15:40,764 --> 00:15:41,665 in RCM, 417 00:15:42,285 --> 00:15:44,545 this involves not only understanding that technology, 418 00:15:45,325 --> 00:15:48,925 can also streamline operations, reduce errors, improve those 419 00:15:48,925 --> 00:15:49,825 decision makings, 420 00:15:50,549 --> 00:15:53,429 but it's conscious learning opportunities that help our 421 00:15:53,429 --> 00:15:55,909 staff, our teams stay updated on the latest 422 00:15:55,909 --> 00:15:59,029 advancement. And that's easy to say, hard to 423 00:15:59,029 --> 00:16:00,870 do. And we we need to have the 424 00:16:00,870 --> 00:16:02,230 buy in. Right? We need to have the 425 00:16:02,230 --> 00:16:04,570 buy in from the doctor partners, the doctors, 426 00:16:04,629 --> 00:16:05,289 the DSOs, 427 00:16:06,054 --> 00:16:08,154 the operations team, the IT team. 428 00:16:08,934 --> 00:16:10,235 Rev cycle impacts 429 00:16:10,934 --> 00:16:12,154 all of these departments, 430 00:16:12,774 --> 00:16:14,215 finance teams. We have to get the buy 431 00:16:14,215 --> 00:16:16,455 in from everybody to get things to foster 432 00:16:16,455 --> 00:16:17,995 that culture of innovation 433 00:16:18,539 --> 00:16:21,600 so that our RCM processes are easier. 434 00:16:22,539 --> 00:16:25,019 And then one of my things is building 435 00:16:25,019 --> 00:16:28,240 the strategic trifecta. I love that word trifecta. 436 00:16:28,860 --> 00:16:32,585 Basically, that partnership. Right? The the DSO partnership, 437 00:16:32,725 --> 00:16:35,045 all the teams within the DSOs and the 438 00:16:35,045 --> 00:16:37,065 practices, the AI vendors, 439 00:16:37,764 --> 00:16:39,144 and then the PM systems, 440 00:16:39,605 --> 00:16:42,325 having everybody on the same page going in 441 00:16:42,325 --> 00:16:43,144 the same direction. 442 00:16:43,684 --> 00:16:45,539 My firm belief is our dental 443 00:16:46,019 --> 00:16:49,240 partners and our DSOs all across the US 444 00:16:49,299 --> 00:16:49,799 have 445 00:16:50,179 --> 00:16:51,000 a positive 446 00:16:51,379 --> 00:16:54,419 outlook in saying that we are going to 447 00:16:54,419 --> 00:16:56,419 do better. Every year, we're going to do 448 00:16:56,419 --> 00:16:57,240 better. Right? 449 00:16:57,779 --> 00:16:59,985 What we've gotta do sometimes is 450 00:17:00,945 --> 00:17:03,264 to understand that we have to partner and 451 00:17:03,264 --> 00:17:04,164 have those strategic 452 00:17:05,105 --> 00:17:05,605 partnerships 453 00:17:05,904 --> 00:17:08,304 to to get to the next level. We 454 00:17:08,304 --> 00:17:08,785 can't, 455 00:17:09,105 --> 00:17:10,565 try to do it all by ourselves. 456 00:17:11,664 --> 00:17:13,505 My other thing is you gotta work really 457 00:17:13,505 --> 00:17:16,679 closely with your technology leaders, our CTOs and 458 00:17:16,679 --> 00:17:18,140 c CIOs. Like, 459 00:17:18,839 --> 00:17:19,579 we have 460 00:17:20,279 --> 00:17:21,019 a CTO, 461 00:17:22,039 --> 00:17:22,539 here, 462 00:17:23,240 --> 00:17:26,119 Dan Precigar, who's amazing. He's he's one of 463 00:17:26,119 --> 00:17:28,440 our one of the best technology leaders I've 464 00:17:28,440 --> 00:17:31,464 worked with. You gotta build with those individuals 465 00:17:31,464 --> 00:17:33,244 to help build those technology infrastructures. 466 00:17:35,305 --> 00:17:35,805 And, 467 00:17:36,664 --> 00:17:37,164 also, 468 00:17:37,625 --> 00:17:39,305 we've got we can't do it by ourselves. 469 00:17:39,305 --> 00:17:40,904 Right? Everybody has to be on the same 470 00:17:40,904 --> 00:17:41,339 page. 471 00:17:41,819 --> 00:17:43,259 The very last thing I would say that 472 00:17:43,259 --> 00:17:44,240 leaders should do, 473 00:17:45,259 --> 00:17:47,579 to help prepare for the next steps is 474 00:17:47,579 --> 00:17:48,799 it's okay to pilot. 475 00:17:49,099 --> 00:17:50,799 It's okay to pilot initiatives. 476 00:17:51,900 --> 00:17:54,380 Sometimes DSOs and dental practices say, oh, I 477 00:17:54,380 --> 00:17:56,299 don't know if I wanna pilot things because 478 00:17:56,299 --> 00:17:57,794 I I don't know if I will use 479 00:17:57,794 --> 00:17:58,294 them. 480 00:17:59,394 --> 00:18:02,595 The AI vendors learn a lot during pilots. 481 00:18:02,595 --> 00:18:03,095 So 482 00:18:03,474 --> 00:18:04,694 pilot if you can. 483 00:18:06,034 --> 00:18:08,434 Look at the best strategic partners and be 484 00:18:08,434 --> 00:18:09,714 tough on those AI, 485 00:18:10,115 --> 00:18:10,615 vendors. 486 00:18:11,154 --> 00:18:13,289 Tell them what you need, show them what 487 00:18:13,289 --> 00:18:15,710 you need, and have them perform and, 488 00:18:16,250 --> 00:18:17,929 provide you the things that you need. And 489 00:18:17,929 --> 00:18:19,690 they work with the PM systems the same 490 00:18:19,690 --> 00:18:20,190 way. 491 00:18:21,130 --> 00:18:22,429 When they are 492 00:18:22,970 --> 00:18:25,609 are challenged in those pilots, they can get 493 00:18:25,609 --> 00:18:27,630 insights and make a necessary adjustment 494 00:18:28,065 --> 00:18:30,244 so that they can roll out full scale 495 00:18:30,304 --> 00:18:31,125 and also 496 00:18:31,904 --> 00:18:32,404 benefit 497 00:18:32,704 --> 00:18:33,444 our DSOs 498 00:18:33,744 --> 00:18:36,724 because I'm all about working smarter, not harder. 499 00:18:38,464 --> 00:18:40,865 Yeah. Sissy, thanks so much. I I hear 500 00:18:40,865 --> 00:18:43,980 the excitement around technology. I know you said 501 00:18:43,980 --> 00:18:45,920 in about 2 years, you're seeing 502 00:18:46,380 --> 00:18:48,059 big things on the horizon. It can make 503 00:18:48,059 --> 00:18:48,880 a big impact, 504 00:18:49,180 --> 00:18:52,080 but that's also dependent on building relationships, 505 00:18:52,460 --> 00:18:52,960 prioritizing 506 00:18:53,420 --> 00:18:55,119 staff education, partnerships, 507 00:18:55,525 --> 00:18:57,765 and not being afraid to pilot new tools 508 00:18:57,765 --> 00:18:58,424 or initiatives, 509 00:18:59,444 --> 00:19:00,585 such important points. 510 00:19:01,204 --> 00:19:03,045 I really appreciate all the insights from both 511 00:19:03,045 --> 00:19:05,365 of you, Cissy and Marcy, today. Are there 512 00:19:05,365 --> 00:19:07,125 any final thoughts that you'd like to share 513 00:19:07,125 --> 00:19:08,664 before we close our time together? 514 00:19:10,440 --> 00:19:12,940 Well, from from my perspective, 515 00:19:13,240 --> 00:19:15,579 sometimes RCM leaders are 516 00:19:16,039 --> 00:19:16,539 are 517 00:19:17,400 --> 00:19:18,140 more hesitant, 518 00:19:18,680 --> 00:19:21,079 right, to do technology because it's a lot 519 00:19:21,079 --> 00:19:23,054 of work. It really is. It's a lot 520 00:19:23,054 --> 00:19:25,054 of work. It's a lot of testing. It's 521 00:19:25,054 --> 00:19:25,875 a lot of, 522 00:19:26,734 --> 00:19:29,714 buy in. It it sometimes it can just 523 00:19:29,855 --> 00:19:32,035 easier just to do it the old way, 524 00:19:32,335 --> 00:19:34,734 easier just to say, this is how we've 525 00:19:34,734 --> 00:19:35,794 always done it. 526 00:19:36,309 --> 00:19:38,390 But our world is changing, and how we've 527 00:19:38,390 --> 00:19:39,750 done it in the past is not the 528 00:19:39,750 --> 00:19:41,029 same as how we need to do it 529 00:19:41,029 --> 00:19:43,990 in the future. So I I employ our 530 00:19:43,990 --> 00:19:46,170 DSO leaders and our RCM leaders 531 00:19:46,710 --> 00:19:50,230 to to really branch out and think about 532 00:19:50,230 --> 00:19:53,205 what it could be for different technologies and 533 00:19:53,205 --> 00:19:54,825 different ways to do things because 534 00:19:55,365 --> 00:19:56,505 at the end of the day, 535 00:19:57,445 --> 00:19:58,105 we have 536 00:19:58,565 --> 00:20:00,404 we have to do the best that we 537 00:20:00,404 --> 00:20:02,664 can do for our part doctor partners 538 00:20:03,045 --> 00:20:05,789 and our leaders in our operations, and we 539 00:20:05,789 --> 00:20:06,910 need to do it to the best of 540 00:20:06,910 --> 00:20:07,569 our ability. 541 00:20:07,869 --> 00:20:10,750 So don't be scared to branch out into 542 00:20:10,750 --> 00:20:11,250 technology. 543 00:20:11,869 --> 00:20:13,329 That's the last thing I'd say. 544 00:20:13,789 --> 00:20:15,890 Yeah. And I think, I would add, 545 00:20:17,424 --> 00:20:19,585 when DSOs are thinking that they have different 546 00:20:19,585 --> 00:20:22,065 ideas or, you know, sharing with the vendors 547 00:20:22,065 --> 00:20:23,285 that they're working with, 548 00:20:23,984 --> 00:20:25,984 what's in their pipeline or what they're considering 549 00:20:25,984 --> 00:20:27,664 or what their improvements are and that they're 550 00:20:27,664 --> 00:20:29,744 trying to do, make sure you're explaining that 551 00:20:29,744 --> 00:20:32,410 and show saying where your plan is. It 552 00:20:32,410 --> 00:20:33,769 might not be in the next 6 months. 553 00:20:33,769 --> 00:20:35,150 It might be greater than that. 554 00:20:36,089 --> 00:20:38,089 Because I think with some, there's an opportunity 555 00:20:38,089 --> 00:20:39,849 to be a beta as a vendor might 556 00:20:39,849 --> 00:20:41,769 be building something and to be able to 557 00:20:41,769 --> 00:20:44,009 participate in that, especially if they've got some 558 00:20:44,009 --> 00:20:46,009 great thoughts and ideas of where there could 559 00:20:46,009 --> 00:20:48,644 be some real real big successes there. And 560 00:20:48,644 --> 00:20:51,204 knowing that your vendors are your partners and 561 00:20:51,204 --> 00:20:52,025 here to help, 562 00:20:52,484 --> 00:20:54,325 just make sure that those lines of communication 563 00:20:54,325 --> 00:20:55,144 are kept open. 564 00:20:57,365 --> 00:20:59,544 Such a helpful note to end on. Marcy, 565 00:20:59,605 --> 00:21:02,700 thank you, Cissy. Appreciate the insights so much. 566 00:21:02,940 --> 00:21:03,440 Really, 567 00:21:03,819 --> 00:21:05,259 thankful for the time that both of you 568 00:21:05,259 --> 00:21:06,960 made for us today on the podcast. 569 00:21:07,500 --> 00:21:09,819 Enjoyed it. Thank you very much. Yeah. Enjoyed 570 00:21:09,819 --> 00:21:11,259 it a lot. Thank you very much for 571 00:21:11,259 --> 00:21:12,079 inviting me. 572 00:21:12,779 --> 00:21:15,099 I'd also like to thank Dental Exchange for 573 00:21:15,099 --> 00:21:16,559 sponsoring today's episode. 574 00:21:16,865 --> 00:21:18,865 You can tune into more podcasts from Becker's 575 00:21:18,865 --> 00:21:21,845 Healthcare by visiting our podcast page at beckershospitalreview.com.