1 00:00:00,460 --> 00:00:02,940 Hello everyone. I'm Brian Zerman with Becker's Healthcare. 2 00:00:03,150 --> 00:00:06,060 Thank you for tuning in to the Becker's Healthcare podcast series. 3 00:00:06,790 --> 00:00:09,340 Today I'm pleased to be joined by Oliver Gillis, 4 00:00:09,660 --> 00:00:14,100 c m o of Ori Oliver, thank you so much for talking with us today. Uh, to, 5 00:00:14,100 --> 00:00:17,220 to begin here, can you just take a moment to tell us more about yourself, uh, 6 00:00:17,280 --> 00:00:21,260 and your role at OrthoFi? And also I believe you have a, a book coming out soon, 7 00:00:21,560 --> 00:00:24,700 um, level the Curve, if I'm not mistaken. Can you, can you talk, um, to, 8 00:00:24,720 --> 00:00:26,420 to our listeners just a bit about that as well? 9 00:00:27,370 --> 00:00:29,700 Yeah, thanks for having me, Brian. Um, yeah, 10 00:00:29,740 --> 00:00:32,020 I am the Chief Marketing Officer for OrthoFi, 11 00:00:32,300 --> 00:00:36,300 a company that 10 years ago started with the mission of making orthodontic 12 00:00:36,300 --> 00:00:40,500 treatment more accessible and affordable to patients. Um, 13 00:00:40,880 --> 00:00:43,700 and you know, that has been a, a fabulous journey. Uh, 14 00:00:43,810 --> 00:00:48,660 it's been 10 out of the 25 years that I've been in the dental industry. My, 15 00:00:49,040 --> 00:00:49,490 um, 16 00:00:49,490 --> 00:00:54,140 specialty and passion is helping practices to again, 17 00:00:54,250 --> 00:00:56,340 connect patients with high quality care, 18 00:00:56,340 --> 00:01:01,060 whether it's aligners or orthodontic treatment or as we're getting into now 19 00:01:01,160 --> 00:01:05,420 in the general dental space, um, high quality restorative care. And, uh, 20 00:01:05,450 --> 00:01:09,620 I've been focused on that. I've, uh, you know, my career has been, you know, 21 00:01:09,670 --> 00:01:14,340 built on analyzing data and this book that you referenced that was just 22 00:01:14,340 --> 00:01:16,420 published, um, last month, um, 23 00:01:16,420 --> 00:01:19,700 through Forbes Books is all about how a, 24 00:01:19,720 --> 00:01:23,380 an orthodontic specialty practice can build, um, a, 25 00:01:23,580 --> 00:01:28,300 a growing and sustainable patient base using some of the universal principles 26 00:01:28,300 --> 00:01:29,860 that I think we're gonna be talking about today. 27 00:01:31,320 --> 00:01:33,720 Excellent. Appreciate you, you sharing that background with, 28 00:01:33,720 --> 00:01:35,720 with our listeners there. Let, let's dive in. 29 00:01:35,760 --> 00:01:38,200 I wanna pull out some of that expertise, Oliver. 30 00:01:38,380 --> 00:01:40,880 So case acceptance rates are obviously a, 31 00:01:40,960 --> 00:01:43,080 a major challenge for dental practices. Can, 32 00:01:43,080 --> 00:01:46,200 can you talk a little bit about the, the factors, the, the, 33 00:01:46,200 --> 00:01:49,040 the trends here that are preventing patients from accepting recommended 34 00:01:49,040 --> 00:01:50,440 treatments and, and, 35 00:01:50,440 --> 00:01:55,240 and then what sort of effect does this have on outcomes as well as the effect it 36 00:01:55,240 --> 00:01:57,440 has on, on, on the dental practice itself? 37 00:01:58,190 --> 00:02:02,200 Yeah, great question. Um, obviously, you know, 38 00:02:02,380 --> 00:02:06,960 macroeconomics always has a guiding force on, 39 00:02:07,100 --> 00:02:09,000 you know, case acceptance. Um, 40 00:02:09,000 --> 00:02:12,160 right now we're a little bit of a lull through some of the uncertainty. 41 00:02:12,630 --> 00:02:13,360 That said, 42 00:02:13,360 --> 00:02:17,040 a lot of people are too quick to latch onto economy as the sole reason 43 00:02:17,190 --> 00:02:19,800 affordability and the economy are linked. 44 00:02:19,820 --> 00:02:24,000 But affordability is also how fees are presented. And fees, let's be honest, 45 00:02:24,300 --> 00:02:28,080 are one of the main reasons why people accept or don't accept treatment, 46 00:02:28,090 --> 00:02:32,920 especially in the dental practice environment where they are not coming in with 47 00:02:32,980 --> 00:02:36,840 the express intent to get some form of electric treatment. 48 00:02:36,840 --> 00:02:40,760 They're often finding out at their dental visit, um, 49 00:02:40,760 --> 00:02:43,160 often a hygiene visit that they need additional care. 50 00:02:43,180 --> 00:02:45,440 So there's a little bit of that extra surprise vehicle. 51 00:02:46,150 --> 00:02:50,800 What we've learned over the last year and a half of putting together this, uh, 52 00:02:50,800 --> 00:02:52,640 wonderful, um, project and, 53 00:02:52,940 --> 00:02:56,520 and this great solution that we're building is that there's a lot more to it 54 00:02:56,520 --> 00:03:01,320 than just the, um, economy or even the fee presentation dynamics. 55 00:03:01,630 --> 00:03:04,880 What we've seen is that there are, uh, a handful of factors, 56 00:03:04,880 --> 00:03:07,880 really four factors that are, are moving the needle here. 57 00:03:08,140 --> 00:03:12,960 Number one is the whole fee presentation experience is often 58 00:03:12,960 --> 00:03:14,080 highly disjointed, 59 00:03:14,900 --> 00:03:19,800 and that is because practices are cobbling together a number of 60 00:03:19,800 --> 00:03:23,600 vehicles to try to get this case accepted and these finances approved and 61 00:03:23,600 --> 00:03:26,040 accepted, um, from a number of different sources. 62 00:03:26,110 --> 00:03:30,280 They're often going into their management system to present the fee as a whole 63 00:03:30,380 --> 00:03:34,560 fee. Then they're waiting to hear a yes or a no from the patient before deciding 64 00:03:34,560 --> 00:03:39,520 whether or not to, um, get them to apply to a third party lender. Um, 65 00:03:39,520 --> 00:03:42,480 we'll talk about approval rates on that as sort of the second thing, 66 00:03:42,620 --> 00:03:45,520 but if that doesn't work, then they're gonna go and do a different thing. 67 00:03:45,520 --> 00:03:49,280 And it's a very disjointed experience that when you're thinking about influence 68 00:03:49,600 --> 00:03:51,280 mechanics is not really ideal. 69 00:03:51,340 --> 00:03:55,160 You're waiting for people to say no several times before you may get to the 70 00:03:55,160 --> 00:03:56,320 final result. Um, 71 00:03:56,580 --> 00:03:59,200 so that's really the first thing is that disjointed experience. 72 00:03:59,740 --> 00:04:04,560 The second part of of this is the fact that the actual, you know, 73 00:04:04,700 --> 00:04:06,920 offers themselves are very limited. 74 00:04:07,170 --> 00:04:10,240 There are historically relatively low approval rates, 75 00:04:10,580 --> 00:04:12,920 and even if the patient is approved, 76 00:04:13,150 --> 00:04:16,760 what is very common out there in the dental market is that you've got lenders 77 00:04:16,760 --> 00:04:21,400 that are constantly promoting and pumping these high approval rates, 80%, 78 00:04:21,400 --> 00:04:22,600 85% approval. 79 00:04:22,980 --> 00:04:26,080 But what they're not telling you in the fine print is that those approvals often 80 00:04:26,300 --> 00:04:31,280 are partial approvals where the patient may be approved for 10 15 or maximum 81 00:04:31,620 --> 00:04:34,160 20% of their total cost, um, 82 00:04:34,170 --> 00:04:38,040 which is great for the lender to be able to advertise the approval, 83 00:04:38,260 --> 00:04:40,480 but that doesn't get the case accepted. 84 00:04:40,820 --> 00:04:45,800 And so there's a lot of that misnomer and clever use of, of, of success metrics, 85 00:04:46,170 --> 00:04:48,760 which doesn't end up turning into case acceptance, 86 00:04:48,760 --> 00:04:53,760 which to be honest with you at most is around 30 to 35% out in the dental 87 00:04:53,760 --> 00:04:58,660 market. Um, the offers themselves are often not very compelling. 88 00:04:58,660 --> 00:05:01,460 So that's the third reason, is that there's often, you know, 89 00:05:01,900 --> 00:05:05,860 predatory interest levels or very high MDRs for the practice to pay. 90 00:05:06,200 --> 00:05:08,700 And so that is not really designed well for the practice. 91 00:05:09,200 --> 00:05:13,620 And then the last part is the actual metrics. Um, you know, the, 92 00:05:13,620 --> 00:05:15,700 the Drucker saying that you can't manage, 93 00:05:15,700 --> 00:05:20,180 what you can't measure is operating here where very few practices have a clean 94 00:05:20,250 --> 00:05:22,460 view to their actual case acceptance. 95 00:05:22,730 --> 00:05:25,460 It's a lot of garbage in garbage out in their management system. 96 00:05:25,460 --> 00:05:28,860 And we've seen even in our beta test that, um, 97 00:05:29,340 --> 00:05:33,900 practices often are way lower in their actual case acceptance than what they 98 00:05:33,900 --> 00:05:38,460 even thought anecdotally, um, because the measurement, um, is not really there. 99 00:05:38,800 --> 00:05:39,300 So all, 100 00:05:39,300 --> 00:05:42,740 you put all those four together and all of that is touching case acceptance. 101 00:05:43,880 --> 00:05:48,580 The other side effect of our current environment where there's imperfect 102 00:05:48,580 --> 00:05:52,500 solutions and a disjointed experience is that a lot of practices 103 00:05:53,440 --> 00:05:55,620 expect that they are going to have a problem. 104 00:05:56,440 --> 00:06:00,920 And so they get into a bad habit of a wallet sizing, right? 105 00:06:00,930 --> 00:06:05,680 Where they are looking at the brand of the patient's shoes or purse or bag 106 00:06:06,300 --> 00:06:09,640 and deciding whether or not they're going to present treatment. 107 00:06:09,980 --> 00:06:12,760 And then what often happens, and we've even seen this in the beta, 108 00:06:12,760 --> 00:06:17,400 is that they will often present a very small fraction of what the patient 109 00:06:17,690 --> 00:06:21,920 truly needs because they are expecting that the patient will not be approved. 110 00:06:23,380 --> 00:06:25,500 I mean, a, that's not good for the patient, right? 111 00:06:25,520 --> 00:06:29,500 If you're only telling them about a fifth of the care that they need, and B, 112 00:06:29,500 --> 00:06:33,660 you're not even giving the patient a chance to accept and say yes to a higher 113 00:06:33,680 --> 00:06:36,370 fee. One anecdote, by the way, 114 00:06:36,550 --> 00:06:40,330 we were in one of our beta practices and the practice shared with us that this 115 00:06:40,330 --> 00:06:44,810 patient probably could use up to I think $7,000 worth of treatment, 116 00:06:44,820 --> 00:06:48,050 which I mean, that's a, that's a definitely a big number. Um, 117 00:06:48,150 --> 00:06:51,730 but instead of allowing our system to show them the financial options, 118 00:06:52,200 --> 00:06:54,890 they opted to only present 700. 119 00:06:56,540 --> 00:06:58,680 The way that the workflow works in a, 120 00:06:58,680 --> 00:07:03,360 in a dental practice today has been largely informed and, and informed 121 00:07:05,520 --> 00:07:09,440 by the lenders, right? Like the, the, 122 00:07:09,780 --> 00:07:14,520 the fact that practices have been educated to only want third party 123 00:07:14,590 --> 00:07:18,640 financing for cash flow. And the fact that, um, 124 00:07:19,180 --> 00:07:22,100 the workflow works the way it does, again, 125 00:07:22,240 --> 00:07:26,300 has been essentially formed by the lender. So the, the, 126 00:07:26,440 --> 00:07:30,140 the most important stakeholder that is the patient is a 127 00:07:31,590 --> 00:07:34,400 last consideration derivative, 128 00:07:34,820 --> 00:07:37,520 and the practice is the second most important stakeholder, 129 00:07:37,980 --> 00:07:41,760 and they are behind the lender in terms of the priority of this process. 130 00:07:42,980 --> 00:07:47,720 So that's kind of backwards and, and it's understandable. The, the lenders, 131 00:07:47,780 --> 00:07:51,080 you know, have the control of the money, and so it makes sense, 132 00:07:51,420 --> 00:07:55,920 but the workflow is not designed to make it better and easier for the patient 133 00:07:56,740 --> 00:08:01,640 and better and more effective for the practice first. So this is the, 134 00:08:01,670 --> 00:08:04,800 this is, as an industry, whether it's our product or whether it's another, 135 00:08:05,260 --> 00:08:07,360 we really gotta take a, a, a look at 136 00:08:09,370 --> 00:08:11,790 who is this flow being designed around? 137 00:08:12,050 --> 00:08:15,270 And it should be designed around the patient first and the practice second. 138 00:08:17,370 --> 00:08:20,540 Yeah. I really appreciate you walking us through sort of the, 139 00:08:20,810 --> 00:08:23,900 this disjointed experience that, that patients have and, 140 00:08:23,900 --> 00:08:27,220 and staff have as well trying to, to execute on this. Uh, 141 00:08:27,220 --> 00:08:30,220 and I wanna dig in even, even deeper here. Can, can you talk about, 142 00:08:30,220 --> 00:08:32,540 and maybe it's expanding upon what you've already shared, 143 00:08:32,670 --> 00:08:36,220 maybe it's something new, but, but different parts of the patient journey or, 144 00:08:36,220 --> 00:08:37,740 or clinical processes that, 145 00:08:37,930 --> 00:08:41,940 that could really be improved here to increase acceptance. And, 146 00:08:41,960 --> 00:08:44,980 and I also would love it if you could talk a little bit about the, 147 00:08:44,980 --> 00:08:49,100 the element of patient choice here and why that is so important and why having 148 00:08:49,340 --> 00:08:51,060 choice matters to to patients. 149 00:08:52,230 --> 00:08:56,960 Yeah. Open choice is our, um, you know, really proven concept. 150 00:08:57,420 --> 00:09:01,880 And we've tested this and proven this out on over a million patient starts on 151 00:09:01,880 --> 00:09:02,880 the orthodontic side, 152 00:09:03,020 --> 00:09:06,440 and we're really trying to bring the fruits of all of this intelligence over the 153 00:09:06,440 --> 00:09:11,240 dental side. Um, the, the truth is, open choice is very, um, 154 00:09:11,740 --> 00:09:16,120 you know, is already proven in other retail environments. If you look at, 155 00:09:16,140 --> 00:09:20,600 you know, big high-end retailers like Amazon, uh, Wayfair, 156 00:09:20,930 --> 00:09:21,763 apple, 157 00:09:22,070 --> 00:09:27,000 they are all learning and understanding that presenting a total cost along 158 00:09:27,070 --> 00:09:31,960 with, uh, a pay as you go option increases the total, um, 159 00:09:32,200 --> 00:09:35,400 acceptance of that particular cost. So we didn't invent it. 160 00:09:35,670 --> 00:09:39,640 What we have done is we've really put it into the dental environment and proven 161 00:09:39,660 --> 00:09:43,760 it over a million times. The concept of open choice really is just this, 162 00:09:43,870 --> 00:09:48,800 that you wanna put the power in the patient's hands and let them 163 00:09:48,980 --> 00:09:53,240 decide between options. It's the old concept of, rather than ask a question, 164 00:09:53,300 --> 00:09:55,040 do you want to do something? Yes or no? 165 00:09:55,460 --> 00:09:59,480 It is which of these wonderful options is best for you? And automatically, 166 00:09:59,480 --> 00:10:04,400 psychologically it already sets you off on a better, uh, on a better path. Now, 167 00:10:04,400 --> 00:10:08,880 in order to do that, you need a workflow that, that, that, that works that way. 168 00:10:09,300 --> 00:10:10,480 And, um, 169 00:10:10,480 --> 00:10:15,400 unfortunately we've been trapped in this mode where you wait to hear no, 170 00:10:15,590 --> 00:10:20,280 then you apply and, and see if that works. And then there might be a no there, 171 00:10:20,460 --> 00:10:24,960 and then there might be a break in case of emergency third option. So again, 172 00:10:24,960 --> 00:10:28,920 it's set up, um, the, the, the wrong, uh, way. 173 00:10:29,500 --> 00:10:33,400 What's super interesting about that is we've also seen that there's a bit of 174 00:10:33,400 --> 00:10:38,120 Stockholm syndrome, right? Practices all experience this. 175 00:10:38,230 --> 00:10:41,880 When we ask them, they all agree and experience that, you know, 176 00:10:41,880 --> 00:10:45,040 they often have to deal with what to do when there has been, you know, 177 00:10:45,040 --> 00:10:47,120 when there's not an approval. Um, 178 00:10:47,380 --> 00:10:51,120 but what they think they need is just a better lender that's gonna approve more. 179 00:10:51,260 --> 00:10:56,080 And what they really need is an actual completely new experience and 180 00:10:56,190 --> 00:10:59,360 flow where all of this happens within a certain flow. 181 00:10:59,500 --> 00:11:04,120 So you're not gonna have one lender application that goes to one lender and then 182 00:11:04,240 --> 00:11:06,800 a, a a, you know, acceptor or reject. 183 00:11:07,170 --> 00:11:10,920 We're gonna have all the lenders in a network app, you know, 184 00:11:10,920 --> 00:11:13,440 where one application is gonna make, um, 185 00:11:13,500 --> 00:11:16,360 the practice understand what the options are for every patient. 186 00:11:16,780 --> 00:11:18,080 And when that's not an option, 187 00:11:18,080 --> 00:11:23,040 there's gonna be a seamless compliment where the patient is gonna have a 188 00:11:23,240 --> 00:11:26,840 financial option regardless of their credit, uh, rating, 189 00:11:27,420 --> 00:11:29,280 and they're always gonna be able to say yes. 190 00:11:29,620 --> 00:11:33,080 So the key is they need a whole new workflow and experience, 191 00:11:33,260 --> 00:11:35,200 not just a better lender, if that makes sense. 192 00:11:36,260 --> 00:11:39,000 No, no, it absolutely does. But it, it sounds like here to, 193 00:11:39,420 --> 00:11:43,360 to create such an experience, uh, to create such a workflow, uh, 194 00:11:43,470 --> 00:11:47,360 what immediately comes to mind for me is technology's gonna be critical here. 195 00:11:47,360 --> 00:11:48,360 Correct. Um, 196 00:11:48,620 --> 00:11:52,440 can can you talk a little bit about how technology can be leveraged in this 197 00:11:52,440 --> 00:11:55,160 space to, to sort of improve case acceptance rates? 198 00:11:55,180 --> 00:11:59,480 And are there any best practices here tools, specific tools that, 199 00:11:59,480 --> 00:12:02,160 that you wanna discuss or recommend for our listeners? 200 00:12:03,190 --> 00:12:06,080 Yeah, so obviously the technology, I mean, 201 00:12:06,080 --> 00:12:09,840 there's a convergence between the technology that we have available. Um, 202 00:12:09,840 --> 00:12:11,320 the fact is that we can, 203 00:12:11,330 --> 00:12:15,960 today one application can simultaneously go out to a network of different 204 00:12:16,030 --> 00:12:17,880 lending opportunities to get, 205 00:12:18,220 --> 00:12:23,120 see who approves and by how much user interfaces are able to display multiple 206 00:12:23,120 --> 00:12:27,720 choices, um, so that patients, you know, have that open choice. Um, 207 00:12:27,820 --> 00:12:32,800 we have the control to display it in the most patient, uh, friendly way. 208 00:12:33,420 --> 00:12:36,000 We have the ability to take payments virtually. 209 00:12:36,180 --> 00:12:39,400 We have the ability to take payments in real time, um, 210 00:12:39,420 --> 00:12:42,520 and get all these approvals. So all of that technology convergence. 211 00:12:42,540 --> 00:12:47,240 And then on the back end, the other technology that's available is automated, 212 00:12:47,620 --> 00:12:51,480 um, multi-channel messaging. So we've talked a lot about, you know, 213 00:12:51,480 --> 00:12:54,800 getting that case acceptance when they come in at that point of sale, 214 00:12:55,260 --> 00:12:58,760 but what we haven't talked about is that automated pending management 215 00:12:59,040 --> 00:13:02,400 functionality that is also required to maximize case acceptance. 216 00:13:02,820 --> 00:13:05,160 Not every patient is ready to make a decision today. 217 00:13:05,450 --> 00:13:08,280 We're gonna make that far more possible than it's ever been, 218 00:13:08,580 --> 00:13:12,400 but when they don't say yes today, modern technology and, and, 219 00:13:12,460 --> 00:13:17,240 and other companies are leveraging multi-channel automated messaging 220 00:13:17,240 --> 00:13:20,240 that follows the patient for, in this case up to 90 days. 221 00:13:20,980 --> 00:13:23,720 And we're seeing some really compelling, um, 222 00:13:23,750 --> 00:13:27,880 results from that that is really surprising, the patient. So for example, 223 00:13:28,700 --> 00:13:30,200 in our beta, um, 224 00:13:30,200 --> 00:13:34,680 right now we're seeing that 32% of our accepted cases 225 00:13:35,110 --> 00:13:39,240 were accepted between day seven and 30 following their, 226 00:13:39,330 --> 00:13:42,760 their visit and their feed presentation. In a typical practice, 227 00:13:42,820 --> 00:13:46,560 the follow up is lacking. It's, it's not consistent, it's hard to do. 228 00:13:46,710 --> 00:13:50,400 There's just a lot of patients going through and the team often is unable to 229 00:13:50,990 --> 00:13:53,920 sustainably kind of keep behind them, um, in that way, 230 00:13:53,940 --> 00:13:56,720 but technology makes it to where it's automated and simple. 231 00:13:58,250 --> 00:14:00,340 Yeah, I, I really wanna hone in here on the, 232 00:14:00,340 --> 00:14:03,860 on the payment element of this just because anecdotally and as, 233 00:14:03,860 --> 00:14:06,700 as a consumer broadly in the economy, right, it's, 234 00:14:06,700 --> 00:14:08,340 it's never been easier to pay for stuff. 235 00:14:08,480 --> 00:14:12,620 It feels very convenient and easy to pay for things that is not necessarily true 236 00:14:12,620 --> 00:14:16,460 when it comes to, to healthcare and, and, and dental care, right? Uh, 237 00:14:16,730 --> 00:14:21,340 it's not always easy, uh, or convenient to, to pay for things. But, uh, that, 238 00:14:21,340 --> 00:14:21,900 that said, 239 00:14:21,900 --> 00:14:25,580 can you talk about why these payment technologies that you just laid out are, 240 00:14:25,840 --> 00:14:27,460 are just so important and, and, 241 00:14:27,480 --> 00:14:30,780 and having this streamlined sort of different payment options for, 242 00:14:30,780 --> 00:14:32,220 for dental patients is so important? 243 00:14:33,830 --> 00:14:37,280 Yeah, I mean, when people want something, you need to capture that moment. 244 00:14:37,660 --> 00:14:40,680 The attention span of the average consumer is getting shorter and shorter and 245 00:14:40,680 --> 00:14:43,480 shorter and shorter. And so, you know, when, 246 00:14:43,510 --> 00:14:46,360 when you have an environment where it's disjointed and difficult, 247 00:14:46,820 --> 00:14:51,680 you may have a patient that is at the peak of their desire for a particular 248 00:14:51,680 --> 00:14:53,600 treatment. And if that, 249 00:14:53,740 --> 00:14:56,680 if they can't consummate that desire right then and there, 250 00:14:56,790 --> 00:14:58,720 there's a chance that you're gonna lose that moment, 251 00:14:58,740 --> 00:14:59,840 you're gonna lose that window. 252 00:15:00,420 --> 00:15:04,040 And so offering technologies that are mobile friendly that meet the patient 253 00:15:04,040 --> 00:15:04,850 where they are, 254 00:15:04,850 --> 00:15:09,320 where they're able to open a link to review their payment options from a visit 255 00:15:09,510 --> 00:15:11,520 they might have had a week or two weeks ago, 256 00:15:11,860 --> 00:15:15,680 and they're able to see their financial options and say yes to them and actually 257 00:15:15,790 --> 00:15:20,320 make that payment right then and there you are basically compressing the entire 258 00:15:20,320 --> 00:15:24,280 awareness, interest, desire, action cycle into the, 259 00:15:24,350 --> 00:15:26,120 into the two minutes that you have their attention. 260 00:15:26,300 --> 00:15:28,000 And that is mission critical. 261 00:15:28,540 --> 00:15:33,000 The likelihood that they're gonna remember all that and maybe revisit that on 262 00:15:33,000 --> 00:15:36,000 their next dental visit six months later is close to zero. 263 00:15:36,060 --> 00:15:39,840 And it's also very unlikely that the practice is gonna remember that they need 264 00:15:39,840 --> 00:15:42,360 to follow up with that patient, um, on their next visit. 265 00:15:43,580 --> 00:15:47,310 Yeah, and I'm sure that rings true for a lot of folks, a as consumers, right? 266 00:15:47,350 --> 00:15:50,670 I know I, I've shared this on the, the podcast I believe before, but, um, 267 00:15:50,740 --> 00:15:52,070 anecdotally for me, if, 268 00:15:52,130 --> 00:15:55,870 if it doesn't have Apple pay and I'm online looking at it and I've gotta like go 269 00:15:55,870 --> 00:15:57,710 get my card and fill out a whole bunch of stuff, 270 00:15:57,770 --> 00:16:00,350 if it's not very convenient or doesn't capture me in that moment, 271 00:16:00,530 --> 00:16:03,630 I'm less likely to do it. I think that's that's true for a lot of folks, right, 272 00:16:03,630 --> 00:16:04,370 Oliver? 273 00:16:04,370 --> 00:16:08,470 That's right. In, in every, in every corner of your consumer experience, 274 00:16:08,500 --> 00:16:10,310 this is just one of the corners, 275 00:16:10,370 --> 00:16:13,270 but in every aspect of your consumer experience, 276 00:16:13,270 --> 00:16:16,350 if you search your own behavior, um, you'll, 277 00:16:16,350 --> 00:16:18,190 you'll see that that's universally true. 278 00:16:20,080 --> 00:16:23,160 Excellent. So, so you've given we, we've covered a lot of ground in a, 279 00:16:23,460 --> 00:16:25,360 in a relatively short period of time, 280 00:16:25,460 --> 00:16:27,840 but as we come to the close of the conversation, 281 00:16:27,860 --> 00:16:31,120 I'm wondering if you can share any other specific success stories you've seen 282 00:16:31,120 --> 00:16:33,040 here or notable outcomes you, 283 00:16:33,060 --> 00:16:36,800 you can share from your experience with OrthoFi partners that have adopted this 284 00:16:36,800 --> 00:16:40,040 technology and input it to use any specifics you can share with our fo our, 285 00:16:40,060 --> 00:16:40,893 our audience. 286 00:16:41,150 --> 00:16:45,580 Absolutely. So if you talk about the proven concept of open choice, you know, 287 00:16:45,580 --> 00:16:48,020 what you'll find in the OrthoFi solution, 288 00:16:48,020 --> 00:16:51,860 which up to this point has been largely, um, you know, 289 00:16:51,930 --> 00:16:54,940 specialty related, right? So specialty practices, 290 00:16:55,320 --> 00:16:58,940 we are in over 1100 locations and you know, 291 00:16:58,940 --> 00:17:00,940 for the last 10 years we've been tracking results. 292 00:17:01,000 --> 00:17:05,300 And what we can report is that the average practice on, you know, 293 00:17:05,300 --> 00:17:10,260 the OrthoFi solution is seeing same day conversion rates over 40%, 294 00:17:10,260 --> 00:17:13,340 which is over two times the industry average. 295 00:17:13,680 --> 00:17:18,180 So this concept works in terms of like the, the, 296 00:17:18,200 --> 00:17:22,020 the dental version of this that can be used not just for aligner cases, 297 00:17:22,200 --> 00:17:25,900 but for any elective dental treatment is currently in beta. 298 00:17:25,900 --> 00:17:28,300 And we're seeing some really exciting results. 299 00:17:28,440 --> 00:17:33,180 So practices that are utilizing this fully for every case are 300 00:17:33,180 --> 00:17:37,740 seeing their short-term case acceptance, um, at, you know, around 40%. 301 00:17:37,960 --> 00:17:40,940 And that's just in the first, you know, seven to 10 days. 302 00:17:41,360 --> 00:17:45,220 We still are collecting data on all the case acceptances that are gonna be 303 00:17:45,220 --> 00:17:47,620 coming in over the next 30 to 60 days. 304 00:17:47,640 --> 00:17:52,400 So we're still collecting what will be an improving data set. Um, 305 00:17:52,540 --> 00:17:54,600 and the other thing I mentioned is, you know, 306 00:17:54,620 --> 00:17:59,080 we are seeing that evidence that that automated pending management is having a 307 00:17:59,080 --> 00:18:00,640 really big impact. Um, 308 00:18:00,660 --> 00:18:04,000 so that's why we expect that these numbers are only gonna improve. Um, 309 00:18:04,100 --> 00:18:05,360 so some very, 310 00:18:05,390 --> 00:18:09,480 very exciting early results and more and better to come. 311 00:18:10,910 --> 00:18:13,570 And looking forward to hearing about those more and better to come, uh, 312 00:18:13,650 --> 00:18:16,210 a as time goes on here. Oliver, thank you so much for, 313 00:18:16,510 --> 00:18:20,010 for being with me today and, and, and thanks a and, and congratulations on, 314 00:18:20,010 --> 00:18:23,130 on having the book published. I think that's, that's fantastic. Is there any, 315 00:18:23,230 --> 00:18:24,410 any quick closing thoughts? Any, 316 00:18:24,690 --> 00:18:27,610 anything left you'd like to share with listeners before we sign off? 317 00:18:28,660 --> 00:18:30,230 Yeah, just in general, you know, 318 00:18:30,230 --> 00:18:33,390 what I would ask everyone out there to think about is, you know, 319 00:18:33,390 --> 00:18:38,270 really consider this issue of analyzing what it is that is going wrong with 320 00:18:38,270 --> 00:18:42,510 their case acceptance and really questioning is it really just that I need to 321 00:18:42,510 --> 00:18:47,390 shop a new lender or is it that I need a new patient acquisition and 322 00:18:47,390 --> 00:18:52,230 conversion workflow? And if you come to the ladder, um, we do have a solution. 323 00:18:52,380 --> 00:18:57,230 It's called accept care. Um, we are, um, excited about launching it, 324 00:18:57,370 --> 00:19:01,310 um, later this summer. Um, if you are interested in, you know, 325 00:19:01,310 --> 00:19:05,830 being a beta user, um, you know, we, I, I would, uh, 326 00:19:05,830 --> 00:19:10,830 encourage you to contact us and or to visit accept care.com. Um, 327 00:19:10,930 --> 00:19:15,910 we are gonna be, you know, taking, uh, interested practices into the last, 328 00:19:16,090 --> 00:19:18,950 um, phase of our beta and then obviously, you know, 329 00:19:19,060 --> 00:19:20,790 into launch later this summer. So. 330 00:19:22,940 --> 00:19:26,300 Excellent. Oliver, thank you once again for being here. I also, of course, 331 00:19:26,300 --> 00:19:28,620 wanna thank our podcast sponsor OrthoFi. 332 00:19:29,000 --> 00:19:32,620 You can tune to more podcast from Becker's Healthcare by visiting becker 333 00:19:32,620 --> 00:19:33,820 podcast.com.