ISSUE 6
DECEMBER 2020
dentalcarealliance.com
mission
vision
We advance the practice of dentistry by partnering with and supporting dental professionals to create a lifetime of healthy smiles.
To be the trusted partner of choice for the industry’s best dental professionals.
unleash potential We make our affiliated practices and team members better by allowing them to focus on and develop their strengths. We help to unlock growth in people and practices that wouldn’t be possible alone.
serve first
We always lookout for our customer, because when we do, the rest takes care of itself. Our customers can be our affiliated practices, other Team Members, or the patient. No matter the customer, they are always our first thought.
move forward We look for ways to grow with our partners. Our continuous drive to try new things and to learn from them enables us to improve and innovate.
improve lives We inspire and improve the lives of each other and those in the communities that we serve. Our affiliated practices and support center are committed to making a difference.
lead together We are not average and we will not settle for average. We take pride in everything we do because everything we do supports our customers
expect excellence We celebrate the differences that make our Team Members and affiliated practices unique. We learn from the best of each other and grow stronger together.
CONTENTS
DCA INSIDER / DECEMBER 2020 3 ISSUE 06
Features December 2020
04 Message from the CEO
JERRY RHODES
An inspiring message from CEO Jerry Rhodes, recognizing the leadership of the DCA team, and how we are emerging from the pandemic stronger than ever.
34 Introducing the Diversity,
Equity, & Inclusion Council JAMES NICK
We acknowledge the need not only within our organization but within our communities to promote and progress toward a more diverse, equitable, and inclusive tomorrow.
08 Safely Serving Smiles:
Renewed Hope & Finding Solutions Together DR. DON GALLO
As we draw to the end of what has been a challenging year, we must stay focused on the safety of our teams and our patients. While we adapt to the new norm, we cannot let our guards down.
16 GRIT: The Power of Passion and Perseverance DALE HOCK EL
It appears no virus can stop this team. These situations reinforce this team’s ability to address and recover from any adversity that come our way. This is grit!
50 Marketing Successes
Despite Challenges + 30th Anniversary Sneak Peek SHAWN WHE R RY
Making tremendous gains in our digital marketing performance in 2020 despite the pandemic...Did you know? DCA turns 30 in 2021!
Departments CLINICAL
08 10 11 13 14 15
Renewed Hope & Finding Solutions Together Dentistry’s Best Clinical Leadership We Value Our Partner Doctors Dr. Circosta: Celebrating 48 Years in Dentistry A World-Class HyGENIUS Team Hygiene Month Reivew
OPERATIONS
18 19 25 27 56
PSR SWAT Team Helps to Close the Gap in Q4 Division Updates De Novo Update: Forever Family Dental A Support Center Working for You Support Center Directory
COMMUNIT Y CARES
26 Supporting Underserved Populations 00 and Aspiring Dental Professionals 28 Giving Back to Those Who Have Made the Greatest Sacrifice
LEGAL
40 Protecting DCA from the Inside Out
INFORMATION TECHNOLOGY
42 Phishing: Keeping Your E-mail Inbox Safe
REVENUE CYCLE
HUMAN RESOURCES
32 Benefits Corner — Taking Care of You
44 Increased Visibility and Reporting for Patient Revenue
TALENT ACQUISTION
ANALY TICS
TR AINING & DE VELOPMENT
FACILITIE S & R E AL E STATE
36 Bring Us Your Best — DCA Poised to Be the Employer of Choice
38 A Thoughtful Approach to Welcoming Our 00 Newest Team Members 39 Dental Assistant Onboarding: Supporting You From Day One at DCA
46 Understanding Not Only What Happened, But What We Should Do About It 52 Holding True to Our Core Objective of Practice First
54 DCA Supported Practices BUSINESS DEVELOPMENT
53 Celebrating Our Accomplishments in the Face of Adversity
4 DCA INSIDER / DECEMBER 2020
Message From The CEO
Overcoming the Obstacles of 2020 B
y any account 2020 has been a year unlike anything I’ve seen in my lifetime. The country has faced a once in a century event with the COVID-19 pandemic, a contentious presidential election, and an extraordinary year of weather events with the most named storms in history in the Atlantic Ocean. The magnitude of any one of these issues solely would be significant; but, in total they have narrated the story of 2020 as a year of unprecedented and extraordinary events. Even more so in the field of dentistry, the entire
field faced and an unimaginable shutdown of the entire industry as state mandates dictated the cessation of dental practice largely as we know it. Almost more unimaginable was the rapid and unprecedented reopening and restart of dentistry. However, most of DCA’s affiliated practices are operating at new levels of normal, and largely at full capacity. A year ago, this would have all seemed preposterous and we would have brushed off the potential for an event such as COVID-19 as highly improbable.
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Recently, I have read a series of articles on the extraordinary likelihood of unlikely events and have adopted a new appreciation for the seemingly outlandish chances that extraordinary things can, and often will, occur. Many have classified 2020 as a Black Swan year in connection with the often overused and often misunderstood term “Black Swan.” The Black Swan theory, or theory of Black Swan events, is a metaphor that describes an event that comes as a surprise, has a major effect, and is often inappropriately rationalized after the fact with the benefit of hindsight. You may have read the book authored by Nassim Taleb in 2007, titled “The Black Swan,” in which the author describes a Black Swan event and what it means for society and civilizations. I recently read this book again. Ironically, Taleb classifies the COVID-19 pandemic not as a Black Swan event, but rather as a White Swan event. Taleb’s point is that COVID-19 was compatible with statistics —a global pandemic was highly probable and certainly could be understood as inevitable in the context of the history of pandemics. Black Swan events are not perceived or predictable and are off the chart of statistics and even randomness. Not to digress down the rabbit hole of prediction science or art, to me the issue of COVID-19 and the extraordinary events of 2020 are less an issue of whether or not they occur, but rather are an issue of how organizations respond. I have had the benefit of leading companies that have had isolated, extraordinary events, both good and bad. There is one thing that has defined the organization that
will succeed in the face of untoward news and extraordinary events, and this is an ability to adapt. This one attribute, beyond others, is the one factor that will determine if an entity will survive and ultimately succeed. Over the last nine months, I have been consistently impressed by how the DCA team has been able to rapidly and orderly adapt to whatever has been thrown at us. The COVID-19 pandemic brought extraordinary challenges at all levels of the company. In the depths of the shutdowns that occurred in April and May, we knew things would be different and the details of those changes were likely only to be revealed as we reopened the company. During the past nine months we have all learned and adjusted to the new normal. As we begin to trek out of this long bleak tunnel of 2020, we can all applaud our ability to deal with the extraordinary and the unprecedented. This ability to change and adapt has been a hallmark of DCA and a key skill for the team of outstanding professionals at all levels of the company. To each of you, I want to express my sincerest thanks, as well as those of the many constituents of the company, for all you have done over the last year. We now have hope. Despite the fact that we are now in perhaps the worst period of COVID-19, a vaccination is becoming available to dental healthcare professionals, and essential workers. We have all learned much and as we move toward 2021 with optimism, I look forward to a new year and our new normal.
Jerry Rhodes Chief Executive Officer
#STRONGERTHANEVER
6 DCA INSIDER / DECEMBER 2020
DCA Welcomes a New President
The First 60 Days: Time Flies When You’re Having Fun. I don’t know who came up with the phrase “time flies when you’re having fun,” but they are certainly correct in their perspective.
Jeff Koziel President jkoziel@dentalcarealliance.com
I have been having so much fun and I can’t believe sixty days has gone by already. Oh, don’t get me wrong, there have been some challenges along the way (i.e. the security event on day six); but, this team pulled together quickly and implemented plans to get through it. This brings me to my first
Second observation: PEOPLE. The warm welcome I have received from across the entire organization has been inspiring. I have had the great pleasure of doing a number of office visits in Arizona, Colorado, Florida, Texas, and Virginia. I had meet and greet calls with all the regional managers, the executive team,
observation: TEAM. It was incredible to see everyone in our organization come together during a high-pressure situation; and, I will tell you that everyone pulled their weight from the offices to the field support, to the support center. Everyone had each other’s back and I was really impressed how the team executed.
and a number of dental directors. I also was lucky enough to visit our Sarasota Support Center, and was able to meet and greet a few team members who are working so hard to support our offices across the country. In all instances, the people I talked with have authentically welcomed me with open arms to our organization.
Working alongside people with whom I enjoy spending time, as we roll up our sleeves was one of the main reasons I came to DCA. Jerry said to me, “trust me Jeff, we have great people,” and he was right.
Third observation: NO SHORTAGE OF WORK TO DO. I have noticed that there is plenty of work to do to continue on the positive gains that the business has generated over the years. Particularly in this, what has been the most difficult year that any of us has seen. How we organize that work, prioritize it, get the entire team focused on executing the plans, all while building on the groundwork that has been laid, is an opportunity for us. With so many priorities, it ’s important that we are all rowing the same way to be sure we are the best DSO on the planet! Rounding it out with number four:
HAVING FUN! During all of my visits and conversations the one thing I can tell is this team likes to have fun. I’ve seen pictures posted in offices of events supporting each other and the communities that we serve. And though COVID-19 has caused us to adjust the way we celebrate us, I hope to get back to that as soon as is safely possible. In closing, I look forward to being part of this TEAM and supporting you in ways big and small over the coming months and years. I also look forward to meeting and continuing to learn from each one of you. Thank you in advance for making it happen, and the warm welcome from the team.
8 DCA INSIDER / DECEMBER 2020
Safely Serving Smiles
Renewed Hope and Finding Solutions Together As we draw to the end of what has been a challenging year, we must stay focused on the safety of our teams and our patients. While we adapt to the new norm, we cannot let our guards down.
Dr. Don Gallo Chief Clinical Officer dgallo@dentalcarealliance.com
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Now more than ever, it is imperative that we adhere to the CDC and OSHA safety guidelines and our Offices Reopening Playbook and SOP’s We have seen no transmission of COVID-19 in our offices when appropriate PPE is maintained and social distancing practiced during breaks and lunches. This validates that we have the appropriate protocols, PPE, and safety equipment in the offices to allow our teams to operate and treat our patients in a safe environment. I want to thank our Chief Operating Officer Dale Hockel and his procurement team for their efforts and the exceptional job of staying ahead of industry shortages, and maintaining an ample supply of PPE to support you. With just days before the end of 2020, we still are struggling with new patient appointment availability in a number of offices, and the demand for hygiene. In a business that is largely driven by number of patient visits, we need to collectively focus our work on correcting these two issues. New patient appointments, while being one of the contributors to overall growth and health of a practice, will not gap the decrease in patient visits alone. Simultaneously, we will need to work on increasing the number of hygiene hours. Accordingly, I will be asking each dental director to help find a solution to new patient availability for offices in their region. Looking ahead to 2021, we anticipate a higher demand in new patient visits; and, as the vaccine becomes more widely available to communities across the country, we should see an increase in recare patients returning to our offices. This is why we need to solve the appointment availability for both hygiene and new patients in the final month of 2020, and be ready to meet the demands of 2021.
In early 2021, I am planning to expand our implant business, develop one, formalized program for onboarding new graduates, and reexamine alternative lab options. I am in the process of finalizing a contract to bring on an individual to own and manage the implant part of our business. She has impeccable credentials and I have personally worked with her in our SEF market. I will be making a formal announcement before the end of the month. I will also be partnering with a number of our dental directors to formalize an onboarding program for recent graduates. Finally, we will look to other lab solutions, in an effort to raise the quality of our crowns, while decreasing our cost. In conclusion, I want to take a moment and thank each of our doctors, hygienists, office managers, and frontline team members who continue to serve with courage and provide exceptional care to our patients. Thanks to our divisional vice presidents and regional managers for the exemplary leadership in both shutting down the business and relaunching the business. My thanks to Glory, and her team of hygiene coaches, for their continuous effort to encourage and lead our hygienists and effectively manage the schedules. Without my team of dental directors and your support, leadership, and hard work, I could never have gotten
through 2020. You manage to control provider costs, modify doctor contracts, and all within the period of a few weeks. I am grateful to all the teams at the support staff in Sarasota, Kendall, and across the country for supporting the offices. I’d like to especially recognize the IT department, which has been incredible in the face of both typical and unexpected challenges in 2020. Lastly, I want to thank the senior management team, of which I’m honored to be a part. We truly have proven that we are “Stronger Together” in 2020. Happy Holidays and I look forward to working with all of you to make 2021 our best year ever!
Photos from Top: The Smiles at Farifax team and North Point Perio delivering safe smiles.
Clinical
10 DCA INSIDER / DECEMBER 2020
Dentistry’s Best Clinical Leadership Marvin Becker, DDS
Dr. Edan Blumenthal
Dr. Mitch Blumenthal
Dr. Alex Cardounel
Dr. Jason Cooper
Dr. Dennis Corona
Dr. Matthew Freedman
Dr. Robert Friedman
Dr. Brandon Goates
Dr. Steven Goldstein
Dr. Matt Haluch
Dr. Todd Jorgenson
Dr. Michael Kesner
Dr. Ginger (Martha) Kirkland
Dr. Michele Mattioli
Dr. Trey Mueller
Dr. Stephen Price
Dr. Scott Schoen
Dr. Erin Shanahan
Dr. Matthew Steuer
Maria Valdes-Domingoes
Dr. Jorge Vargas
Dr. Gene Witkin
Dr. Lorne Yasbin
Maryland
Dental Care Alliance is proud to have the expertise and leadership of our dental directors.
Florida & Michigan
Connecticut & Massachusetts
Virginia
Colorado
Clinical Leadership
Pennsylvania
Orthodontics Division
Arizona
Central Florida
Florida
Pennsylvania
New York
Texas
Virginia
Main Street Southeast Florida
Florida
Arizona
Georgia
Arkansas
Georgia
Indiana
New Jersey
Dr. Bryan Laskin Minnesota
Illinois
Maryland
DCA INSIDER / DECEMBER 2020 11
We Value Our Partner Doctors
Arkansas
Michael Ashcraft, D.D.S., M.S. Scott A. Schoen, D.D.S.,
Arizona
Brandon G. Goates, D.M.D. Nolan E. Cordon, D.M.D., M.S. Todd Jorgenson, D.M.D.
Colorado Ben Bailey, D.M.D. Eric Ringer, D.D.S. Matthew K. Steuer, D.M.D. Nathan Ringer, D.M.D.
Connecticut
Mark Samuels, D.M.D. Ronnie A. Guidice, D.D.S.
Florida
Georgia
Pennsylvania
Ahmed Soliman, D.M.D. Alexandre L. Ribeiro, D.D.S. Ana Maria Gallego, D.D.S. Briggitte a. Martin, D.D.S. Carolina Akerman, D.M.D. Cynthia Brush, D.M.D. Daniel James Gesek, Jr., D.M.D. David M. Feinerman, D.M.D., M.D. Dennis A. Corona, D.D.S. Eliza Suarez, D.D.S. P.A. Erika P. Tugendhat, D.D.S. Gordon B. Chiu, D.D.S. Helena J. Krajewski, D.D.S. Jason Bivens, D.D.S. Jeff Weiss, D.M.D. John Bibb, D.D.S. John I. Carter, D.M.D. Jorge Vargas, D.M.D. Justin C. Craighead, D.M.D., M.S. LThuy Nguyen, D.M.D. Maria Valdes-Domingoes, D.M.D. Matthew Freedman, D.M.D. Melissa Colon, D.M.D. Michael Derakhshan, D.M.D. Michael Domingoes, D.M.D. Michelle Smitley, D.M.D. Nestor Guzman, D.M.D. Paul Feldon, D.M.D. Robert S. Schaedel, D.M.D., M.D. Rodolfo Tejada, D.D.S. Sara Potter, D.M.D. Scott W. Imray, D.M.D. Stephen J. Walding III, D.M.D. Thomas Purcell, D.M.D. Vivian E. Diaz, D.M.D. William A. Mueller III, D.M.D. Zulima Munoz, D.D.S.
Aaron Larsen, D.M.D. Arun Nayyar, D.M.D. Brett D. Gluck, D.M.D. Eugene Witkin, D.D.S. Jorge Paladines, D.M.D. Joshua B. Levenson, D.M.D. Lee M. Whitesides, D.M.D. Martha Virginia Kirkland, D.M.D. Patrick B. Toms, D.M.D. Pedro J. Perez, Jr., D.M.D.
Andrew S. In, D.D.S. Edan Blumenthal, D.M.D. Jordan Blumenthal, D.M.D. Mitchel Blumenthal, D.M.D.
Illinois
Courtney Botica, D.M.D.
Indiana
Shawn R. Long, D.D.S.
Massachusetts
Gary Circosta, D.M.D. Matthew Haluch, D.D.S. Vinay Kapoor, D.D.S.
Michigan
Omar Wajeeh, D.D.S.
Minnesota
Bryan N. Laskin, D.D.S.
New Jersey
Arthur Thurm, D.M.D. Carmine C. Russo, D.M.D., M.S. Craig Abramowitz , D.D.S. David Paltac, D.D.S. Lan Vu, D.D.S. Mario E. Ramos, D.M.D. Steven Goldstein, D.D.S. Suresh Ramaswamy, D.D.S.
New York
Texas
Amy Jackson, D.D.S. Bradley Brunchmiller, D.D.S. Brian J. Peters, D.D.S. Cristi Fletcher, D.D.S. Jennifer Tomblyn, D.D.S. Michael L. Kesner, D.D.S. Sheila Birth, D.D.S.
Virginia
Brad M. Freedman, D.M.D. Bruce Taheri, D.D.S. D. Gordon Rye, D.D.S. Duke H. Kim, D.D.S. Edward Delgado, D.D.S. Henry Herrmann, D.M.D. Joseph Desio, D.D.S. Marni V. Husson, D.D.S. Mary C. Dvorak, D.D.S. Michael Kuzmik, D.D.S. Michael Polifko, D.D.S. Neal A. Klar, D.D.S. Patrick B. Holmes, D.D.S. Riaz Rayek, D.D.S. Saeid Zeiaei-Nafchi, D.D.S. Scott B. Dudley, D.M.D. Silvija Valleru, D.D.S. Stephen A. Price, D.D.S.
West Virginia
J. Scott Eckels, D.D.S.
David S. Ritholtz, D.D.S. Neil Kesselman, D.D.S. Richard Marcus, D.D.S. Richard Rausch, D.D.S. Robert Friedman, D.D.S. Steven D. Ritholtz, D.D.S.
Dr. Steven Goldstein to Lead NJ State Dental Board in 2021 Steven Goldstein, D.D.S., and Clinical Director for DCA-affiliated practices in New Jersey, was recently elected as President of the New Jersey State Board of Dentistry. Dr. Goldstein will begin his term as the newly elected President on January 6, 2021. “I am honored to have been elected President,” says Dr. Goldstein. “I look forward to helping the public and the dental profession in navigating through the difficult times ahead due to the pandemic.”
CONGRATULATIONS DR. GOLDSTEIN!
Connect with your Colleagues! Visit the Clinical Leadership page on D.I.C.E. Available on D.I.C.E., the Clinical Leadership page contains a host of important information for our doctors. You can collaborate via Clinical Connect, DCA’s Doctor Forum, post or search for equipment or supplies, using the Barter Board, and find information on continuing education (CE), provider credentialing, meet the dental directors and much more! Get connected with your colleagues today!
Clinical Connect: DCA’s Doctor Forum
Barter Board
Who better to bounce ideas off from than your peers? Share your favorite products and best practices. Share things you have learned that others may not know. Ask questions of you peers. We are all one team working together!
Click over to D.I.C.E.. and use this online marketplace to let the other offices and providers know what equipment or supplies you no longer use and are willing to part with, or tell us about the equipment or supplies for which you are looking. You never know, somebody may have exactly what you need sitting on a shelf, and you can get what you need without the hit to your budget!
Clinical Connect
DCA INSIDER / DECEMBER 2020 13
Congratulations on your Retirement, Dr. Circosta
“
After several months and hundreds of hours of contemplation, I have decided it is time for my retirement. I have
been practicing dentistry for 48 years, have had a wonderful, satisfying career, but there comes a time when retirement arrives. I never really thought that would happen, but the timing is actually excellent. Clinically, Baystate Dental is in a very strong position; we have added several new providers who are very competent and eager to learn, we maintain an excellent group of seasoned dentists at the peak years of their careers who serve as mentors to the younger group, and we have a very strong, highly motivated leader in Dr. Haluch. This is a formula that spells success.”
Dr. Gary Circosta, Baystate Dental
“
Dr. Circosta will always hold a special place in my heart. He was the first doctor I ever worked with, I was terrified, I knew nothing about dental. I had left a career as a wedding event planner and thought to myself, “what did I get myself into?” He took me under his wing, put his hand on my shoulder, and said, “you will do great, I just know it.” He never took his hand off my shoulder and has supported and guided me for over ten years now. I will forever be grateful for knowing and learning from Dr. Circosta. To say that he will be missed seems too simple, but miss him we will. A small part of Baystate Dental will go with him. Bridget O’Neill, Regional Manager – MA Top: Dr. Circosta pictured with Stacy Haluch. Bottom: The Sturbridge staff pictured with Dr. Circosta.
14 DCA INSIDER / DECEMBER 2020
A World-Class HYGENIUS Team
Focus on Continuous Learning and Sharpening Our Saw As we near the close of 2020, I would like to take a moment to thank all of you for your dedication and commitment to excellence in patient care.
We at DCA have been very blessed with a remarkable team of dental hygienists and coaches that help lead our path to providing optimal clinical care for all of our patients. These coaching professionals have your best interest in mind and continue to partner with and help you reach your full potential at DCA. I’m extremely proud of our team of coaches and know that this adds much value to your growth and development with DCA. We have many resources including the DCA Career Academy and D.I.C.E. that will our clinicians to tap into all of the opportunities that are out there for caring for yourselves and the patients that we treat. Your resilience and fortitude continues to shine through even through these very tough times. 2020 was like nothing that
Glory Grossbard
HYGIENE COACHES
Vice President, Hygiene and Practice Development ggrossbard@dentalcarealliance.com
we have ever seen, totally unprecedented. We have endured many challenges that have only made us stronger and better. Again, we thank each and every one of you for stepping outside the box to perform and take such good care of all of your patients. With a focus on continual learning and “sharpening our saw,” we also want to welcome and thank our team of 50+ new hygienists to DCA that have participated in our World-Class Dental Hygiene Care Workshop Virtual Series. We have had great participation and interaction through virtual learning and sharing best practices. We are very excited to embark upon 2021, with renewed hope and much energy, to make it our strongest year ever in hygiene!
Holly Caccia Cheryl Engelman Barbara Greene
Stacy Haluch Barbara Lutz Lissette Medina
Tara Pannell Terry Pavao Rita Rogers
Wendy Steward Marie Wingfield And more to reinstate in 2021
Hygiene Month Review Congratulations to our “Golden Nevi” winner, Madeeha Rizwan. She has demonstrated remarkable professionalism, delivered the highest standard and quality of care, and contributed to a total team effort for the DANV Burke practice for the last 15+ years! We also wanted to recognize the top 3 RDHs in other regions for their exceptional work in the most challenging of times: Randi Torrejos, WFL, Goran Iliev, SEFL, Donna Lewis, MV4, and Stacy Haluch, Hygiene Coach (MA).
Top: Dr. Stephen Price (left) with Madeeha Rizwan (right). Madeeha was honored with the Golden Nevi and named Hygienist of the Year for 2020, as part of our celebration of National Hygiene Month in October. Bottom: Donna Lewis, recognized as one of Konikoff Dental’s longtime, valued hygienists and a vital part of the growth and success of the Konikoff Dental organization Donna has always been passionate about the clinical aspects of dental hygiene and has always put her patient’s physical health and dental health as a top priority.
Hygiene
16
Putting the Practice First OPERATIONS UPDATE
The Power of Passion and Perseverance There is a book by Angela Duckworth titled Grit that speaks to the power of passion and perseverance. The definition of “grit” is courage and resolve. I’m bringing it up because of your grit in 2020!
Dale Hockel Chief Operating Officer dhockel@dentalcarealliance.com
I believe most are ready for 2020, the year of the unexpected and challenging, to be over with, and are eager for a new start in 2021... I know I am. What has been clear in 2020 is that the DCA team has the grit to survive and succeed in the face of adversity and unknowns. Early in the year we were faced with the onset of the COVID-19 virus and state mandates to shelter in place and provide emergency-only dentistry. We responded and learned a lot together and came out stronger as a team. Next, we had another virus intruder, only this time it attacked our systems. Yes, it caused disruption, but to this team’s credit we were able to continue taking care of our patients and keep our team members safe. We maintained the patient schedules and kept going.
and work hard towards a successful outcome for all. It appears no virus can stop this team. These situations reinforce this team’s ability to address and recover from any adversity that comes our way. This is grit! I wanted to acknowledge and thank everyone for their efforts and contributions to keep DCA going strong! With most of my articles I like to share a story on the success we are having with living our values and commitment, by putting the Practice First in our offices. This time I am going to share a little bit about the hard work by the team to address the lost patients during the pandemic with stay-at-home orders and emergency-only dentistry. We gave this initiative the title “Closing the Gap,” and it required that all of us focus and work
Each and every one of you demonstrated a willingness to adapt
together to get DCA back on track. I will spare you the details, but the
DCA INSIDER / DECEMBER 2020 17
These situations reinforce this team’s ability to address and recover from any adversity that comes our way. This is grit! I wanted to acknowledge and thank everyone for their efforts and contributions to keep DCA going strong!
100,000+
Total number of calls made to patients to reschedule appointments after offices were shut down due to COVID-19.
23,000 Total number of patient appointments rescheduled though the Closing the Gap initiative.
+
initiatives focused on patient demand and provider availability. One of the teams focused on recapturing the cancelled appointments we received during state mandated shut downs by setting up a centralized team to lead this work and reduce the burden on the office staff. I am pleased to report out that the team was successful in assisting the offices with making over 100,000 calls and rescheduling over 23,000 patients! Our office and regional managers took on the challenge of improving the call conversion to improve patient schedules, as well. They were successful in improving the call conversion by 11%, which resulted in over 5,100 additional patients scheduled. These are just a few of the teams’ efforts and successes that I wanted to share with you. Thank you for your grit, your dedication to safely serving smiles, and all that you do to help us grow stronger together. From my family to yours, may you have a safe and blessed holiday season. Stay healthy, my friends, and watch out 2021 – we got this!
Operations
18 DCA INSIDER / DECEMBER 2020
Practice First
PSR SWAT Team Helps to Close the Gap in Q4 When dental practices were forced to essentially shut down across the country in March and April, it meant that thousands of patient appointments had to be canceled – many of these hygiene recall appointments. Once practices began to safely reopen, it became clear that rescheduling all canceled appointments would require additional resources and help.
Erica Woolard PSR SWAT Team + Marketing Manager ewoolard@dentalcarealliance.com
The PSR SWAT (Special Weapons and Tactics) team was created for this reason. Thirteen dedicated members from amongst multiple regions, focused solely on contacting previously scheduled patients to invite them back to the offices, as quickly as possible. The team also engaged Call Force, a third-party outbound call center with extensive experience in dental scheduling, to expand the volume of calls made, as needed. This combined support has allowed office teams to stay focused on safely treating patients in the practices, and has provided alternative employment solutions for team members who were unable to return to their previous positions for various reasons. It’s been a WIN-WIN initiative that is helping fill holes in our practice schedules to finish out 2020 strong! In addition to outbound phone calls, the PSR SWAT team, is utilizing text and automated communications to reach more patients as quickly as possible. Born from this initiative has also been new technology developed for patients to reschedule their own appointments electronically. This is currently being piloted in select markets with good results. My team and I continue to make improvements and enhancements to processes and technology to further support practices and increase patient appointments for our providers.
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Operations
Division Updates
20 DCA INSIDER / DECEMBER 2020
Affiliations Division
Leading the Way Through an Unprecedented Shutdown and Reopening As we look back at the family of 2019 affiliations, I am proud of the work every office and team member accomplished throughout 2020.
Craig Murray Division Vice President Midwest cmurray@dentalcarealliance.com
Affiliations Division
The Affiliations Division had offices that were some of the first to be closed and put into emergency-only mode. Then, we had three offices that were the first to open back up in Colorado; and, also one of the last to reopen, located in Lower Manhattan. We have the largest concentration of specialists within the organization and the offices have shown how they can support their communities, teams, and DCA both before and throughout the pandemic. With some of our affiliations being the sole platform within a state, they have proven why we have partnered with them. The have shown they truly
are best-in-class. All partners have continued running the offices as they always have, with their focus placed solely on their teams and patients. That is a hard combination to beat. As we look into 2021, I am even more confident that these were the right partnerships for our newest affiliates; and, I look forward to continuing the journey with each and every one of our doctors, team members, and practices as they make the transition to their respective, geographically-based divisions. It’s been a pleasure to be your leader over the last year. Here’s to a successful 2021, and beyond.
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Florida Division
The Sunshine After the Rain Every year brings a new adventure with its own set of challenges, and 2020 has been no different. The Florida division prides itself on our ability to adapt and prevail even when the challenges arise.
Shawna Eury Division Vice President Florida seury@dentalcarealliance.com
This year, we have overcome having many of our team members either directly or indirectly impacted by this
us counts and is critical to our mission and success. Some of these challenges impacted
COVID-19 pandemic. We have seen our patients, whom we have come to see as family, struggle and lean on us as a support system. Through it all, we continue to strive for patient excellence and march side-by-side as a united front. With all of the unforeseen circumstances we have endured throughout 2020, our clinicians and team members have stepped up to the plate and provided the practices with additional hours and days to continue to provide care for all patients. Our team members pulled together to help each other when in need. Sometimes this was due to illness, and other times it was simply to lend a helping hand to a fellow DCA family member. 2020 has definitely been an adventure with unique and unexpected challenges. Aside from the COVID-19 pandemic, we worked through our cybersecurity incident, and even experienced our fair share of flooding here in tropical Florida. Still, it feels like there is nothing this team can’t accomplish. If I have learned anything from the team, it is that every one of
us simultaneously and without the hard work and dedication of every doctor, hygienist, dental assistant, patient service representative, office manager, regional manager, and dental director this simply would not have been possible. No matter what challenges the Florida Division encounters, our division always rises to the occasion. I want to take a moment to thank each and every team member for all of your hard work and dedication through one of the most difficult years I’ve ever witnessed. I’m truly thankful to be part of such a resilient team. If 2020 has taught us nothing else, we have learned to support each other in ways we never saw possible. Sometimes the most uplifting words we can tell each other are simply, “Thank You.” As we close this year and move into 2021, I would love to see us not lose sight of the support systems we have created amongst our team and continue to march side by side as a united front. Together we can conquer all! #FLORIDASTRONG
Florida Division
22 DCA INSIDER / DECEMBER 2020
Northeast Division
A Kinder, Gentler Approach to Creating Healthy Smiles “We are not a team because we work together. We are a team because we respect, trust and care for each other” -Vala Afshar
Joe Eckerle Division Vice President Northeast jeckerle@dentalcarealliance.com
Northeast Division
As I reflect on the Northeast Division and this crazy past twelve months, it is sometimes difficult to remember all of the curve balls that were thrown at us month after month. It seems like we would go from stop to go, to stop to go, over and over again. But there was one aspect of the Northeast that stayed in high gear throughout the year. That is the leadership team who worked tirelessly to make sure that we could help every patient in need of superior dental care. I have never witnessed a group of people come together like our dental directors, regional managers and office staff. They worked tireless hours, shared frustrations, and yes, even had heated discussions. All while serving our patients who may or may not have fully appreciated what happened behind the scenes. I have never been prouder to be on such a team. Last year, I wrote of how grateful I was for my healthy and happy family. That has not changed this year, but I am also grateful for my extended family. The family I talk with almost as much as the ones who forget to take out the trash or don’t unload the dishwasher. That is my team of regional managers in the Northeast. As mentioned in the quote above, this team works together but they also like each other and support each other on a daily basis. The Northeast knows no state boundaries. Our regional managers cross those pretend lines every day whether by car or by phone. All in an effort to support and help each other. This team of Bridget, Kara, Colleen, Dan, Jeff, Beth, and Yarellys are true professionals who have patient satisfaction and DCA’s continued success
in their crosshairs on a daily basis. They have once again helped the Northeast achieve new goals and will continue to do so as we escape 2020. Finally, as we roll into 2021, we will likely face more challenges, but nothing that a strong team will not be able to overcome. Heck, what can scare us off after everything we have dealt with over these past 12 months? The Northeast will continue to build solid teams so that we are all aligned and we can continue to grow the business, the patient base, and each other. I am thankful for such a group who will grasp the meaning of true team work and respect and turn it into a success in 2021.
Our regional managers cross those pretend lines every day whether by car or by phone. All in an effort to support and help each other.
Pictured Above: The Northeast Regional Manager team: Bridget, Kara, Colleen, Dan, Jeff, Beth, and Yarellys
23
Orthodontics Division
2020: A Year We Will Not Forget There is a saying that says “There is a calm before the storm”, and 2020 is probably the best example of it.
Eduardo Laventman Division Vice President Orthodontics elaventman@dentalcarealliance.com
We started the year very strong, having some spectacular growth in January and February, but then we all heard the news about a new virus spreading very fast and
are seeing gradual recovery in the division, thanks to the efforts of every one of our beloved team members. We are not there yet, but we are on our way..
uncontrollably. COVID-19 arrived with force in March and changed the world. The easiest way to handle this would have been just raising our arms and have COVID-19 defeat us. But this year, we all showed how resilient we are, but above all, how much we all care for our business and how we came together to eclipse what could have been a much greater disaster. We all did our part, we secured PPE’s, we controlled expenses, we included tele dentistry, we worked through emergency protocols, we made sure that our patients came first, we protected our teams and also created brand new working protocols literally from one day to the next, among many other things. As we adapt to the new POST-COVID-19 era, we also realized how difficult it will be to get back “on track”. We knew we had to expand hours of treatment to accommodate all new safety protocols, we needed to reduce patient volume, kids homeschooling, parents working from home and so many more issues, that “chaos” became our new normal. However, we are bouncing back, and we
With every year that goes by, we end it up wishing things for the next one. This wishes are typically based on personal desires and the vast majority are desires to improve on lessons learned throughout the year that can make us a better person or improve our way of life or community. This year I learned so many things, that it is difficult to grasp how an “awful and chaotic” year could leave us with so many insights, but among them: On a Personal level: How important is human interaction, how we adapt to extreme situations, how important is our health and how important is to seize each day. On a Business Level: How important it is to understand and follow protocols, how determined we are to make things right, how changes need to happen to be able to see progress, how important it is to be proactive and how important it is to have the right team working together. I’m extremely proud of the Orthodontics team and to be part of this incredible organization.
Orthodontics Division
24 DCA INSIDER / DECEMBER 2020
Midwest Division
Welcoming New Providers to Help Support Growth in the Division Beginning in March, DCA teams across the country and in the Midwest faced many challenges and each and every person has risen to meet each of the challenges head on.
LEADERSHIP UPDATE Craig Murray has been named Division Vice President for the Midwest. Craig will immediately assume the role of DVP; and, in addition to those responsibilities, he will lead the Affiliation Integration team for any new affiliations in 2021.
Midwest Division
One of the challenges were hygienists and doctors who had to make the difficult decision to move on for various reasons which has created the need to identify new providers that meet the high expectations and personal commitment exemplified in DCA’s core values. Through the partnership of DCA’s Talent Acquisition department, hygiene coaches, Terry Pavao-Herman and Rita Rogers, regional managers, Cheryl Wellman and Grace Gregson, and team members who have referred their peers, the Midwest division has not only met this challenge, but is well-positioned for growth in 2021. The growth in the Midwest division has taken several forms. In the last few
patients in the community. Dr. Lauren Rinard joined the team in Mishawaka, Indiana, earlier this year to expand the pedodontic patient base. At the same time, Dr. Andrea Beckford and Dr. Christopher Colella have also joined the Mishawaka team to treat a larger portion of the adult patient base in the area. Dr. Mathew Bernard and Dr. Toni Small also joined the pedodontic team in South Bend, Indiana earlier this year to serve a growing number of children in the area which also allows the leadership team, Dr. Jason Cooper and Grace Gregson to expand working days to better serve the community of Plymouth, Indiana. The Midwest also welcomed Dr.
months, a de novo office opened in the Central Midwest region, as Dr. Courtney Botica fulfilled a lifelong dream to return to her hometown to serve patients in New Lennox, Illinois. She took on an exciting new leadership commitment and opened Forever Family Dental of New Lenox in September. Another office has expanded their facility space with the support of DCA’s Real Estate team. The Dental Center of Mishawaka has long been a growing practice due to their popularity in the community. When additional space opportunities presented themselves, the construction of additional operatories began; and, the practice is now a larger, more welcoming, and truly beautiful space that opened in November. In addition to these examples, the Midwest is benefiting from the hard work of the Talent Acquisition team. The division is expecting several doctors who are joining DCA as additional providers to capitalize on chair opportunities within existing practices. Several doctors have recently joined the Midwest dental teams to increase community influence. Dr. Kara Weber joins the team at Lake Minnetonka Dental in Minnesota in December 2020, in addition to the three long-term general dentists in this practice, to provide additional provider days to serve more
Ahmad-Reza Noroozi to the South Bend team as a combination Oral Surgeon and Endodontist. This unique specialty combination allows DCA to expand care and service in the area. Dr. Krushan Patel has also joined the South Bend, Indiana, team recently to lead our Dental Center orthodontics practice and provide patients with a growing list of orthodontic services that were not previously available at The Dental Center. Dr. Patel has proven to be such a good fit to the community and the DCA family, he has already begun referring his peers to join us at DCA.
Dr. Botica and the team celebrating the grand opening and ribbon-cutting ceremony for the Forever Family Dental office.
De Novo Practice Update
Dr. Courtney Botica Partners with DCA to Launch Forever Family Dental of New Lenox
Dr. Botica joined the Dental Care Alliance family immediately after graduating from Dental School in 2016, and found it to be a wonderful home. Her experiences in the office in Munster, Indiana, allowed her to expand upon
Conveniently located just off Lincoln Highway, approximately 40 miles
connect with patients, and work under
southwest of Chicago and 10 miles east
wonderful mentorship.
of Joliet, the office began welcoming
Dr. Botica and the team celebrated our grand opening ribbon-cutting ceremony this Friday with a limited number of friends and family, and were officially welcomed into the New Lenox Chamber of Commerce!
her clinical skills, fostered the ability to
“My goal from the beginning, when I
patients in this relaxing, state-of-the-art
signed on with DCA, was to eventually
facility on Tuesday, September 8.
become a partner doctor and bring my
The opening of Forever Family Dental
services back to my own community,”
of New Lenox is a dream come true for
reflected Dr. Botica. “I could not be more
partner doctor, Courtney Botica, D.M.D.
excited that this day has finally arrived. It has taken a lot of work in finding the right location, building our dream office, and finding the right group of people with the same vision of providing exceptional dental services to the community of New Lenox. This community means so much to me as a Lincoln-Way area native, and I am very proud to be able to represent DCA in such a positive way, and provide care to the people who helped make me the doctor I am today...Along with our excitement, there has been much uncertainty and nervous energy that has come along with opening an office during the COVID-19 climate. However, I am confident that between my abilities as a provider and the backbone of support provided by DCA, we will make it through Stronger Together and come out on top!” “It’s truly a pleasure to officially welcome Dr. Courtney Botica to the DCA family of partner doctors,” commented Dr. Don Gallo, Chief Clinical Officer for Dental Care Alliance. “We are delighted to support and partner with her to open this exciting new practice, and anticipate great success.”
26 DCA INSIDER / DECEMBER 2020
Southeast Division
The Importance of Taking Care of Relationships It’s hard to believe the holidays are upon us. So much has happened to get us to this point, and everyone’s perspective of 2020 is of course different; some lost their jobs, others lost loved ones, lives have changed, homes have become schools and full-time remote workplaces.
Nicole Lipp Division Vice President Southeast nlipp@dentalcarealliance.com
Southeast Divison
In April we couldn’t find toilet paper, and in November we couldn’t find paper towels; we used to be short on masks, and now we can’t find gloves; at one point we had our team members manufacturing face shields like they were paper doll cutouts. Yes, we’ve come a long way but still have a long way left to go – and I know the Southeast is ready for all that 2021 will bring. Throughout the pandemic, I had a unique opportunity to help grow our most important relationships: those with our team members in the field. Every relationship needs special care and attention, and the relationships that we have with each other, at every level, are also the reasons that we succeed.
Taking all that I have learned in my first year as DVP, I am eager to develop relationships and learn even more. When we’re able again, I am very much looking forward to spending time with and getting to know each team member. As we leave 2020 behind and look to 2021, I would like to share my gratitude for every member of the SE Division for their commitment to excellence each and every day. I would especially like to thank the Regional Managers: Sue, Todd, Esther, Leslie, Sarah, Jessy, and Summer as they exemplify our U-SMILE values by setting the example for their teams and patients. I look forward to my continued partnership with the Dental Directors, Regional Managers,
They influence our daily motivation and inspire us to work as a team to achieve a common goal. I’m extremely grateful for the opportunity to lead the Southeast and look forward to continuing to strengthen our relationships, up, down, and across the division.
and everyone in the SE Division as we continue to show we are #Stronger Together. Please take care of one another and make sure you pay attention to the relationships in your life, this holiday season, and always.
A Support Center Working For You
ACCOUNTING & FINANCE
Oversees all Accounting functions and establishes related controls and best practices. This includes monitoring banking activities, paying bills, processing expense reports, preparation and review of financial data and reports distributed to the offices, analytical procedures, budgets, and projections. Talia Pandolfi Controller tpandolfi@dentalcarealliance.com 941.955.3150 (007222)
FACILITIES & REAL ESTATE
Collaborates with leadership to ensure a safe, clean, and comfortable facility in which to serve patients. We partner with the finest service providers to maintain the DCA assets while being good stewards of the budget. Chuck Aldrich Director of Facilities & Real Estate caldrich@dentalcarealliance.com 941.306.404946)
AFFILIATIONS Ensures a successful integration and serves as the central point of communication for DCA’s newest partners. Craig Murray Division Vice President, Midwest cmurray@dentalcarealliance.com 941.955.3150 (007555)
REVENUE CYCLE
ANALYTICS & REVENUE PROGRAMS
Leverages data to answer difficult questions about what happened, why it happened, and what DCA should do about it. We look for pockets of opportunity hidden within the data, leveraging scale & insights across the entire business to provide tailored guidance at the Division, Region, and Office level.
INFORMATION TECHNOLOGY
Develops world-class, cutting-edge information technology systems and positions our IT infrastructure, clinical systems and digital consumer strategies. Jason Chaffin Chief Information Officer jchaffin@dentalcarealliance.com
Matt Thiel Vice President, Analytics & Revenue Programs mthiel@dentalcarealliance.com 941.955.3150 (002309)
Positions DCA as an action-oriented thought leader, commited to exploring and implementing the latest in clinical technological advances in the dental industry. Provides flexible and innovative learning and growth opportunities to support our commitment to employee development, partnership and enrichment.
Glory Grossbard Vice President, Hygiene & Practice Development ggrossbard@dentalcarealliance.com 786.298.7853
Covers the entirety of our organization’s legal and compliance needs with a multidisciplined, cohesive approach. David Quigley, Esq. General Counsel dquigley@dentalcarealliance.com 941.955.3150 (007552)
MARKETING
Collaborates closely with our partners to execute sophisticated, forward-thinking strategic marketing plans developed for affiliated practices and brands to meet defined growth objectives, increase new patient flow and improve patient retention. Shawn Wherry Vice President, Marketing swherry@dentalcarealliance.com 941.955.3150 (007228)
Garth McMullen Vice President, Talent Acquisition gmcmullen@dentalcarealliance.com
COMMUNICATIONS, PATIENT EXPERIENCE & ENGAGEMENT Partners with senior leaders and support center departments to craft and deliver key internal communications. Manages online reputation and responses to patient feedback received through Google and social media sites. Drives team member engagement through recognition, reward, and pulse survey strategies. Kelly Stillman Director of Communications & Experience kstillman@dentalcarealliance.com 941.955.3150 (001097)
TAX & PROCESS AUTOMATION
Establishes and implements tax policy and oversees tax compliance and planning for the organization.e.com
PROCUREMENT
Creates exceptional clinical value to the practice and effectively communicates treatment plans with patients. Constructive coaching helps create healthy smiles for life.
Identifies, screens, and hires the industry’s best candidates to fill open positions within the organization. Ensures engagement and provides recognition and other important support programs to promote an optimal workplace for DCA teams
Dr. Bryan Laskin Clinical Innovations blaskin@dentalcarealliance.com 763.290.0004
Marie-Line Rigaud Director of Training & Organizational Development mrigaud@dentalcarealliance.com 305.274.2499 (008016)
DENTAL HYGIENE
LEGAL & COMPLIANCE
TALENT ACQUISITION & RETENTION
INNOVATION
TRAINING & DEVELOPMENT
Leads as a partner for AR, denial management, EFT/ERA cash posting and other revenue cycle initiatives. David Neal Vice President, Revenue Cycle dneal@dentalcarealliance.com 941.955.3150 (007560)
27
Our procurement team aggressively negotiates pricing and maintains relationships with the best manufacturers in the dental industry, to ensure all DCA-affiliated practices have access to the highest quality supplies at significant discounts.
Daniel J. Burke, CPA Vice President of Tax & Process Automation dburke@dentalcarealliance.com 941.955.3150 (007291)
INSURANCE PLAN MANAGEMENT
Negotiates and renegotiates contracted fees for all Health Plans to ensure the best possible reimbursement for services rendered.
Dale Hockel Chief Operating Officer dhockel@dentalcarealliance.com
HUMAN RESOURCES
Assists DCA-affiliated offices with employee relations, payroll, and benefits. Steve Duval Vice President, Human Resources sduval@dentalcarealliance.com 941.955.3150 (005001)
Mike Cole Vice President, Insurance Plan Management mcole@dentalcarealliance.com 941.955.3150 (007246)
Never Forget: Operation Healing Forces
Giving Back to Those Who Have Made the Greatest Sacrifice Healthcare costs in our country are going up, and dentistry is no different. Consistently, orthodontia is one of the priciest and hardest to prioritize items for many families living by a budget.
Dr. Matt Freedman Clinical Director, Orthodontics Division mfreedman@dentalcarealliance.com
DCA INSIDER / DECEMBER 2020 29
It can be a very tough tightrope to walk, and for many parents out there, it can be extremely stressful to have a child in need, without the means to provide the care necessary. Working through this pandemic, we in the dental field are front line workers,
ability to help with the skills and care we have at our disposal, as well. Dental Care Alliance’s Orthodontics division, utilizing our Main Street Children’s Dentistry and Orthodontics brand, have partnered with Operation Healing Forces to provide a set number
helping those in need while putting our health and families at risk. There is, however, a group of heroes in this country that put even more on the line, each and every day. I am speaking of the men and women of our armed forces and specifically our special forces operators, who are asked to work the most difficult and clandestine missions available. Unfortunately, and tragically all too often, when these heroes return to our country to assimilate back into civilian life, they find a new battle to be waged. The everyday stresses of everyday life can be very difficult to tackle, and suicide rates and divorce rates are some of the highest among veterans. This is why Operation Healing Forces, a fully privately funded foundation based out of Tampa, FL, has set out to meet these challenges head-on, and assist these families find the peace and respite they so desperately need. They hold retreats and events to bring families together and create positive environments for loved ones to share special moments. But their work goes beyond that, and we have a unique
of families in their foundation with complimentary orthodontic care for their children. The opportunity to provide this service for these families will ease a huge financial burden for them in their time of need, and hopefully ease the stress of the rest of life’s struggles. Presently, we are set to see families here in Florida with our Main Street brand, but we would hope to expand the program throughout DCA and to any of our branded offices throughout the country that can help. Our current commitment is to $100,000 of treatment, providing orthodontic care for 25 children or dependents of veterans, at an average cost savings of $4,000 per patient. It is an honor and a privilege to support these heroes in any way we can – it is the least we can do for repay the sacrifices they have made on our behalf. Keep an eye out, as we will be updating the team on our efforts regularly and please feel to reach out to myself or the Marketing team if you would like any more info on the work we are doing and the Operation Healing Forces foundation.
SMILE
FOUNDATION
Pillars of the U-SMILE Foundation
Supporting Underserved Populations and Aspiring Dental Professionals
HOW CAN I GET INVOLVED? My thanks to Lauren Johnson, Project Coordinator, Facilities, for her leadership and working with Amazon to register the U-SMILE Foundation on AmazonSmile.com. You can make
SERVE FIRST We always lookout for our customer, because when we do, the rest takes care of itself. Our customers can be our affiliated practices, other Team Members, or the patient. No matter the customer, they are always our first thought.
IMPROVE LIVES We inspire and improve the lives of each other and those in the communities that we serve. Our affiliated practices and support center are committed to making a difference.
Craig Murray Division Vice President Midwest cmurray@dentalcarealliance.com
As we entered 2020, we were just putting the last touches on the formation of the new U-SMILE Foundation. For me this holds true to two of our core values of Serve First and Improve Lives. The U-SMILE Foundation will operate and strive to support the industry using the below principles. PILLAR ONE: Provide essential dental services for the underserved populations in our communities. This will be completed through “Giving Days” – scheduled across the DCA family and with the volunteer efforts of our affiliated practices and team members, supported by donations from suppliers. I have reached out to a couple of our doctor partners and we are working towards scheduling our first Giving Days in the early months of 2021. PILLAR TWO: Award dental scholarships to deserving students throughout the country. The goal would be to strengthen relationships with dental schools with which we have worked in the past, and also with some of the schools our current providers have attended. PILLAR THREE: Coordinate fundraising and disaster relief assistance grants for DCA team members in need. The DCA CARES Program was launched at the onset of the COVID-19 crisis; and, we plan to expand it to cover myriad lifealtering circumstances that may affect an individual in the DCA family.
a difference while you shop Amazon Prime at smile.amazon.com/ch/850946141 or with AmazonSmile ON in the Amazon Shopping app and AmazonSmile donates to the U-SMILE Foundation! DCA team members may also now contribute directly from payroll using the U-SMILE Payroll Deduction form. All contributions are optional and appreciated. You can donate one time, monthly, or even every pay period. Every dollar counts for this important cause. As we look towards 2021 we are starting to plan Saturdays that would be our Giving Days. This would be multiple locations giving free dental treatment towards a segment of the underserved population. If you are interested in participating in one of the early events in 2021, please let me know. We are grateful for this chance to give back, and look forward to the continued development of the Foundation.
DCA INSIDER / DECEMBER 2020 31
“
I would like to take this time to recognize the Staff and Doctors that I have the honor to work with at Miller Square on a daily basis. Since I have arrived at this office I have not stopped witnessing a group of professionals so dedicated to their field, the patients, and their team as I have in this office. Mostly everyone has been in this office for a very long time which is very telling of the family that has been created here in time...The doctors, on a side note, have such a dedication to their patients, the quality of work, and last but not least their employees. They handle everyone with care and compassion. There is a feeling of unity and family in this office and it is because of the efforts of ALL the doctors and staff that I wanted to make it public what a wonderful feeling it is to be able to get up every morning and love what you do and where you are doing it.” Cecilia Gonzalez Meitin, Practice Manager Miami Center for Cosmetic and Implant Dentistry Pictured above: The team at the Miami Center for Cosmetic and Implant Dentistry
“
Lisa Bowers, RDH
I am a new member to the DCA family, having just started in September with my Baystate Dental team. Unfortunately, in early November I tested positive with COVID-19 and fell very ill, even requiring hospitalization. The unwavering support I received from my new team members, my managers, and my hygiene coordinator was medicine that helped me to heal! I have been in the dental industry for over 25 years and a Dental Hygienist for 17 years, I honestly can state I never have received this kind of compassion and support from any of my previous employers and am proud to have my career be in its final phase with DCA for many, many years to come!...I received daily words of encouragement from them all and it was the best medicine that helped me to beat the virus! Looking forward to my return soon to my DCA family and to provide front line support to my patients in any manner I can.“
With a grateful heart, Lisa Bowers RDH, Baystate Dental
“
We wanted to let our office Manager know we are grateful for her ability to make this office run as well as it does. Honestly if it wasn’t for Jacqui Lubbers we would all have no hair! ...She really is a rock star and she should be told that! She fills in where ever needed, even if it’s at a different office...Thank you Jacqui for all you do!“ The Team at Advanced Dental Care of Mandarin Pictured above: Jacqui Lubbers (right) with team member (left)
Letter from Dental Solutions patient John C. expressing how wonderful his experience was at the Philadelphia office.
32 DCA INSIDER / DECEMBER 2020
Benefits Corner
Taking Care of You While it appears that most of the world has come to a stop, your need for healthcare has not.
In a matter of months, the world has been transformed. Our daily lives have been
program, allows for physical therapy
upended and the pandemic has changed
treatment while you maintain social
how we work and interact. We have been
distancing.
forced into a more virtual existence, both
Medicare education program, is designed
the pandemic has brought on a number
to help you navigate the complexities of
of healthcare issues: depression, anxiety,
the Medicare system as you approach
feelings of isolation, and learning to
retirement age. traditionally spent with family and friends,
information regarding the pandemic and
but it may look different this year. Social
how to keep themselves and their families
distancing is encouraged and non-essential
safe.
travel is not recommended, making
world has come to a stop, your need for healthcare has not.
sduval@dentalcarealliance.com
In 2020, Dental Care Alliance introduced
some view the holidays as isolated and insignificant. Lasting holiday memories are those that take up our time more than our money. Take
a number of programs to help you
this time to embrace the simpler joys of the
simultaneously take care of your health,
holidays: an afternoon of baking cookies
while focusing on your safety and that of
with children, making hoilday decorations,
your loved ones.
a family drive enjoying the festive seasonal
Teladoc and Hinge Health are virtual
lights, or taking in a good classic film. While
benefit programs that can be utilized from
our holiday this year may not be filled with
the comfort of your own home. Through
parties, Santa pictures, and crowded malls,
Teladoc, you can visit your PCP and
a smaller, simpler holiday can perhaps be
receive treatment for the many common
even more meaningful.
ailments, including flu, sinus trouble,
Benefits Corner
Typically, the holidays are a time
feel overwhelmed by the daily onset of
While it appears that most of the
Vice President, Human Resources
Additionally, Transitions Benefit Group, a
professionally and personally. Additionally,
cope with daily stresses. Many people
Steve Duval
Hinge Health, a virtual physical therapy
From the Human Resources department
colds, and allergies. Teladoc also offers
to each and every one of you – we wish you
virtual sessions for mental health and/or
the best the holidays have to offer and hope
any dermatology needs for you and your
you find yourself enjoying the simpler things
covered dependents.
in life this season.
Contacts & Resources DCA Benefits Team dcabenefits@dentalcarealliance.com (941) 359-8492
bSwift – Benefits Portal http://www.dentalcarealliance.bswift.com/
https://bit.ly/DCA-BenefitsCorner
DCA recognizes the importance of overall health and balance; and, as part of your benefits package, offers all employees access to our Employee Assistance Program (EAP) through Mutual of Omaha. An EAP can help team members with a multitude of personal and/or job-related concerns, such as: emotional well-being, family and relationships, healthy lifestyles and work and life transitions. For access, call (800) 316-2796 or visit http://www.mutualofomaha.com/eap When calling or logging into the website, individuals will be asked to verify a group policy number. Please note that this request is only for verification that Dental Care Alliance utilizes the Mutual of Omaha EAP; and, all contact with the Mutual of Omaha EAP is strictly confidential. The DCA group policy number is: G000-AYDX.
DCA employees enrolled in Blue Cross Blue Shield’s HDHP, EPO, or PPO health plans have the benefit of Teladoc. Visit https://member.teladoc.com/go or call 1-866-789-8155 EPO/PPO details
HDHP details
If back, knee, or hip pain is stopping you from enjoying the things you love, click here to register and get started today! If you have questions, call (855) 902-2777 or email hello@hingehealth.com.
Transitions Retiree Benefit Group – Support for the Entire Workforce
www.VoyaRetirementPlans.com
34 DCA INSIDER / DECEMBER 2020
Building a Stronger DCA
Introducing the Diversity, Equity, & Inclusion Council I am proud to be a part of Dental Care Alliance. But that doesn’t mean we are a perfect organization. Rather, we are always improving ourselves and chasing perfection. And now, it is time to take another step in that journey.
James Nick Chief Revenue Officer jnick@dentalcarealliance.com
And now, it is time to take another step in that journey. 2020 has been difficult, and so never has it been more important to support our team members, all of our team members. At Dental Care Alliance, we believe in the importance of both inclusion and diversity. A more diverse organization is one that better represents the consumers and patients we serve and better prepares us to evolve and change in the future as new opportunities (or threats) emerge. Without inclusion, we risk becoming an organization that is not open to new ideas and new people. Without diversity, we risk becoming insulated from the real world. As such, we have formed the Diversity, Equity, & Inclusion Council at DCA. This new effort is aimed at improving diversity and inclusion throughout the organization. The Diversity, Equity, and Inclusion Council will be made up of members across the organization, including affiliated doctors, hygienists, and office and support staff. I am proud to lead this council, serving as Executive Sponsor and chair for the council. See a full list of council members included (right).
The Council’s purpose is to promote and encourage diversity within all levels of the company so that we are better suited to drive change and organizational growth.
The Council’s purpose is to promote and encourage diversity within all levels of the company so that we are better suited to drive change and organizational growth. We acknowledge the need not only within our organization but within our communities to promote and progress toward a more diverse, equitable, and inclusive tomorrow. Formalizing this group is directly in line with our U-SMILE core values. As part of our values, we celebrate the differences that make our team members and affiliated
35
practices unique. We learn from the best of each other and grow stronger together. We
We acknowledge the need not only within our organization but within our communities to promote and progress toward a more diverse, equitable, and inclusive tomorrow.
want all DCA team members, current and future, to feel welcomed and open to sharing their viewpoints for the betterment of the organization and communities we serve. Initially, we’ve found some areas we believe we need to focus on. As an organization, Dental Care Alliance is 49% non-white and 85% female, but those both decline at senior levels of the organization. Turnover is also slightly higher for under-represented groups. Improving both are key goals for the Council, which begins with three main areas of focus: 1. Communication & education 2. Talent development & retention 3. Talent attraction Ensuring development of underrepresented employees and ensuring equal opportunities for them is paramount to future success of our organization. We are committed to Unleashing the Potential of our entire workforce. We look forward to sharing more information with everyone as we establish specific actions toward this goal.
Council Members Meghan Anderson Compensation + Benefits Manager Tony Belton Regional Manager, WFL1 Stephanie Bullock PSR, Virginia Dental Center Dr. Gary Circosta Baystate Dental, Belchertown Rick Drummond Office Manager, Baystate Westfield Sarah Fowler Regional Manager, MV5 Barbara Greene-Brooks, RDH Hygiene Coach, MD
Glory Grossbard VP, Hygiene and Practice Development Jeff Koziel President Garth McMullen VP, Talent Acquisition + Retention James Nick Chief Revenue Officer David Pegg Chief Development Officer Dr. Steve Price Dental Director, VA Kelly Stillman Director of Communications Beth Wynacht Regional Manager, MDS
36 DCA INSIDER / DECEMBER 2020
Attracting and Retaining the Best Talent
Bring Us Your Best
DCA Poised to Be the Employer of Choice One of my favorite lines I’ve come across in my career in talent acquisition is: “good help isn’t hard to find, when top talent looks for you.”
Garth McMullen Vice President, Talent Acquisition & Retention gmcmullen@dentalcarealliance.com
With the competitive job market in the dental industry, job seekers prefer companies with strong cultures, competitive pay, and advancement opportunities. Giving team members what they need will help us get — and keep — the top talent we want. The way to attract great talent is by providing a strong organizational culture and opportunities for people to grow. I think about the Dental Assistant Scholarship Program, the many training and development opportunities that are presented to our hygienists and support staff, the development of our doctors via mentorship and training as well as grow t h w i t hin o ur Support Center. To attract and retain talent, we will need to meet hiring, onboarding and career expectations and provide the perks , work-life balance, and career advancement opportunities that potential new hires demand. Becoming known as a business where team members want to work takes time and a strategic approach.
5
Reasons
DCA is Poised to be
an Employer of Choice 1
Our company’s mission and values.
As we have identified the most important skills and values for our company, we need to fill positions around those needs instead of just hiring one team member to replace another. Team members feel more engaged and are more likely to flourish when their values are aligned with those of their employer.
2
Living a team member-focused culture.
Today’s workers want to feel valued. We show our appreciation for them through team member-recognition programs, compelling communications, and encouraging work environments. 2021 will bring us the opportunity to enhance our recognition efforts via an innovative, dynamic communication platform.
“
3
Involving team members in recruiting.
4
Connecting online.
5
Get out and meet people.
37
Happy team members stay with organizations longer, it’s that simple. Moreover, they also help us attract top talent by showing the best potential hires that they also could be happy and fulfilled at DCA. Referral incentives also encourage your team members to help you attract top talent. Check out the Bring us your best referral program today.
Social media is a good place for professionals to search and to be found. We will continue to leverage keyword searches and recruiting projects on LinkedIn to find candidates with the experience and skills for which we are searching. We also can attract top talent by sharing information about our company, such as recruiting videos, photos from company events and testimonials from team members. The Stronger Together tagline has been very effective in differentiating DCA from many of our competitors. Through social media, companies are now connecting with candidates in ways that weren’t possible with traditional recruitment methods. Announcements and industry news shared through various social mediums, can create a compelling message for potential candidates to explore DCA as an employer of choice.
Navigating recruitment efforts around the pandemic has certainly been a challenge, and has proven even more that human beings are hard-wired to be connected. Meeting a potential hire in-person is still the best way to establish a fit. But it can be even better if we meet them before they apply for a position. Connecting with professionals in specific talent pools can yield great results, particularly when they aren’t actively pursuing new opportunities. Through proactive sourcing, meeting people via events, programs, and trainings we find professionals that will be more likely to want to work with us in the future if they understand the opportunities we offer in advance.
In my 20 years with DCA, I’ve gotten to work with so many different sides of the company. I’ve always had accessto state-of-the-art training, I’ve always been supported and thankful for the life-long connections and friendships I’ve made here. I love my team!” -Shannon Murphy, RDH
Recruiting
38 DCA INSIDER / DECEMBER 2020
Unleash Potential: DCA Onboarding Program
A Thoughtful Approach to Welcoming Our Newest Team Members The Training Team has developed and deployed a new strategic onboarding program for our newest team members at DCA and our affiliated offices.
Marie-Line Rigaud Director of Training and Organizational Development mrigaud@dentalcarealliance.com
As we all know, the first day of a new job is exciting but can also be intimidating. The objective of the onboarding program is to introduce our team members to the organization and ensure they are provided with the tools for long-term success. As the saying goes, “you never get a second chance to make a first impression.” We will never get a second chance to welcome, train, and set our newest colleagues up for success. In addition, the Aberdeen Group reports the following statistics on the importance of onboarding. Over the last several months, we have been conducting the onboarding program with our newest hygienists and dental assistants. We are excited to share that it has been a welcome improvement and tremendous success; and, we are now prepared to extend the program for new PSRs, treatment coordinators, and office managers. They say, “it takes a village to raise a child.” This statement is also true for Effective onboarding increases employee engagement by more than 20%
Training & Development
An engaged employee is 87% less likely to leave the company within the first 12 months
onboarding our new colleagues. As we implement this new program, we ask our office managers to assist us in this process. “How?” you may ask. Here are just a few things that you can do to help: • Empower your new team members to participate in the program. We have several calls scheduled per week at different times to accommodate your busy offices. • Share the new onboarding guides created for each position with your new team member. The guides are located on D.I.C.E. • Encourage your new team members to complete their required training on the DCA Career Academy. • Provide the Training team with your feedback. We are here to support you and want to continuously improve this program to better meet your needs. Together, we can continue to create an environment where all of our team members thrive!
70% of new hires make the decision to stay or leave within their first six months
Employees who attend a structured onboarding program are 60% more likely to remian with the organization for more than three years
61% of best-in-class companies extent their onboarding process beyond one month
Dental Assistant Onboarding: Supporting You from Day One at DCA For the past few months, I have had the pleasure to facilitate the onboarding program for new dental assistants. As a fellow dental assistant, I am passionate about the role a dental assistant plays within the practice.
Abby Frey LDA, CDA, DA, Training Specialist afrey@dentalcarealliance.com
As I facilitate the onboarding program, my desire is to connect with each one of our DAs and ensure that they know they are supported in this journey. My goal is to assist DAs to set realistic expectations and to understand how they can contribute to their office and collaborate with their doctor. I initiate the program by conducting a Welcome Call where they learn about DCA, our mission, vision, and U-SMILE core values. I then guide the new dental assistant through the orientation brochure that contains valuable information on multiple topics such as, how to login the DCA Career Academy, DICE, and Viva Learning. I also provide them insights into their assigned courses on the DCA Career Academy. This allows me the opportunity to not only support the DA but also the field leadership in welcoming their new team members. I take pride in our ongoing efforts to unleash the potential of every dental assistant. I strive and work hard to build a DA community of all DCA DAs where we can share best practices and unleash the potential of each other. I am always a student and continue to learn something new from our fantastic DAs. Learning,
“
Very helpful to have a person to speak with and make you feel you are an important part of the company.” Onboarding Program Participant
“
Very great meeting, I was scared before the call, but now I am prepared and she walked me through the steps I need to become a better D.A.!” Onboarding Program Participant
growing and moving forward together brings so much fulfillment to this role. It is through this community that we ensure quality oral health care with the support of a loyal and engaged dental care team. Dental Assistant Training
Your Role in Cybersecurity
Protecting DCA from the Inside Out Team members at Dental Care Alliance are on the front lines of information security and play a critical role in helping to keep our organization’s data safe.
David Quigley, Esq. General Counsel dquigley@dentalcarealliance.com
DCA INSIDER / DECEMBER 2020 41
Cybersecurity is a matter that concerns everyone in our organization, and each and every team member must to take an active role in contributing to our organization’s safekeeping. Even with robust and comprehensive cybersecurity defenses and protections, it is important to stay on guard to help assure our organization’s data and network remain safe and secure. Cybersecurity is a matter that concerns everyone in our organization, and each and every team member must to take an active role in contributing to our organization’s safekeeping. Knowing the following cybersecurity basics and putting them in practice will help protect our organization and reduce cybersecurity risk.
1
Protect Your Data
In your daily life, you avoid sharing personally identifiable information like your Social Security number or credit card
3
Use Strong Passwords
Strong, complex passwords that are changed on a regular basis can help stop unauthorized access of company information. Use passwords for all laptops, tablets, and smartphones. Do not leave these devices unattended in public places. Stolen devices can be an entry point for unauthorized individuals to gain access to confidential data and team members should immediately report any lost or stolen devices.
4
Connect to secure Wi-Fi and engage in safe browsing habits
Since every team member has access to the Internet, practicing
number when answering an unsolicited email, phone call, or text
safe browsing habits both at home and in the workplace is a
message. It is of critical importance to exercise the same caution
must. Public Wi-Fi networks can be risky and make your data
at work and protect company data from unauthorized access.
vulnerable to being intercepted.
2
5
Phishing
Recognize common cybersecurity risks, including social
Embrace education and training
Our responsibility includes knowing our organization’s
engineering, online fraud, phishing, and web-browsing risks.
cybersecurity policies and what is expected of us. That includes
Phishers try to trick you into clicking on a link that may result
following them. If you are unsure about a policy, ask. It is also
in a cybersecurity event. That is why it is important to be
part of everyone’s job to engage in safe online behavior and to
cautious of links and attachments in emails from senders
reach out to our IT department when you encounter anything
you do not recognize. Never enter personal or company
suspicious or need help. Having the right knowledge — like the
information in response to an email, pop-up webpage,
above cybersecurity best practices that every employee should
or any other form of communication you did not initiate.
know — can help strengthen our organization.
Always exercise caution. If you are unsure about the
Remember, good cybersecurity hygiene and practices are
legitimacy of an email or other communication, always
essential to ensure we protect ourselves, business information,
contact DCA’s IT Support Services team.
and our organization from cybersecurity risks.
[Read more on the next page]
Legal & Compliance
42 DCA INSIDER / DECEMBER 2020
Phishing: Keeping Your Email Inbox Safe Phishing is when scam artists send official-looking emails, attempting to trick you into disclosing your personal or company information — such as user names, passwords, banking records, account numbers, or social security numbers — by replying to the email or entering it on a phony website. Phishers can pretend to be from a legitimate bank, organization, government agency, or store.
Jason Chaffin Chief Information Officer jchaffin@dentalcarealliance.com
How can I identify malicious e-mails?
Tips To Avoid A Phishing Scam
Identify the Sender
•
Be on the lookout for suspicious emails or text messages. Legitimate, responsible companies will never solicit personal information over email. Never reveal personal, company, or financial information in response to an email request - no matter who appears to have sent it.
•
Don’t click on links or attachments in suspicious emails or text messages. Instead, visit the mentioned website directly by using a search engine to locate the real site. If the web address listed by the search engine and the address in the email do not match, the email is most likely a phishing attempt or spam, and you should delete it.
•
If you are still tempted to click, pick up the phone instead. If the message looks real and you are really tempted to respond, instead look up the phone number of the company and call them. Do not use any phone number in the email because it could be fake. Ask if the message was actually sent by the company and if you can take care of any issues over the phone instead.
•
Change your passwords regularly. Whether or not you’ve fallen victim to a suspicious email, it is best to practice safe security by changing your password on a regular basis. Unlike keys or an ATM card, your password does not have to be physically taken to be copied, and it’s unlikely you’ll know when your password has been stolen.
Do you know this person? Were you expecting e-mail from this person or does it fit in with your job role? If not, it is probably suspicious.
Reply-to If the Reply-to address is different from the sending address, this should raise your suspicion for the whole message.
Links and Attachments If you were not expecting an attachment or a link, and you do not know the sender, do not open it! If you are not sure, check with the sender by phone (don’t use a phone number in the e-mail), otherwise report it to the DCA Support Services team .
Grammar and Tone Many of the malicious e-mails sent have poor grammar, punctuation and spelling. In addition, you should know how your co-workers communicate.
Emotions Be wary of any e-mails trying to cause certain emotions. The most commonly-used malicious emotions are: •
Urgency. Unusually short deadlines create a false sense of urgency to act. Attackers employ this technique in attempts to confuse the recipient.
•
Curiosity. Attackers take advantage of our curiosity by promising something exciting or prohibited content.
•
Fear. Threatening recipients with negative consequences is a common tactic to generate responses, an example is threatening to shut off accounts or legal action.
Please immediately report any suspicious emails to the DCA IT Support Services team. Even if you are unsure about whether it is valid, it is always best to report the email for investigation. If you see something suspicious, report it!
ID Protect Services
44 DCA INSIDER / DECEMBER 2020
Revenue Cycle
Increased Visibility and Reporting for Patient Revenue Teams Rally Around the AR Portal and OTC Collections Efforts
David Neal Vice President, Revenue Cycle dneal@dentalcarealliance.com
Revenue cycle management (RCM) is
prior to us fully ramping the offices back
the process used by healthcare companies
up and the AR portal enabled us to have
to track the revenue from patients
much needed visibility on the work being
(insurance and patient AR), from their
completed. Over 13,000 claims were
initial appointment or encounter with the
worked in the AR Portal in November alone.
healthcare system to their final payment of
As we wrap up the year, the teams continue
balance. The cycle is often summarized as,
working diligently on open insurance claims
“all administrative and clinical functions that
in the AR portal which will drive collection
contribute to the capture, management,
results into 2021.
and collection of patient service revenue.” This has been an unprecedented year
As we moved from Q2 to Q3, a strategic focus was launched to address over the
to say the least. From a revenue cycle
counter (OTC) collections at the office
perspective, the AR portal was developed
level. OTC collections involve collecting
in partnership with Danny Burke and Rob
the patient’s co-pay/co-insurance for the
Harris very quickly in March during the
day’s visit, and asking for payment on
COVID-19 crisis to monitor AR claims that
prior balances. Through training initiatives
were being worked by the office and AR
developed by Marie-Line Rigaud,
SWAT team. The groups working AR helped
Cindy McKenzie Cordero and Denise
drive much needed $3M+ cash collections
Arechavaleta on the training and service
13,000+
Claims worked in the AR Portal in November
45
excellence teams, respectively, and continuous monitoring
time of need and we are utilizing best practice technologies in
efforts across the company, we have been able to help reduce
revenue cycle management.
patient accounts receivable and increase collections over the
The team worked extremely hard during the onset of
course of the year. Continued efforts are needed to improve
COVID-19, and continues to do so today to support the offices.
results in this area but everyone has rallied around the
Our mail team, Kim Bastien and Michelle Axberg, have made
initiative.
to the office each day to keep the check deposits processing.
The Revenue Cycle team has deployed multiple initiatives
Our other team members, insurance plan management,
via external partnerships to help the offices be more efficient:
eligibility/verifications, posting team, collections, refunds and
insurance verification automation (Tuuthfairy, GEBBs
credits have all done an amazing job keeping up, while working
and Medusind), insurance claims statusing (GEBBs and
remote. By the way, being remote is not as glamorous as one
Medusind), patient AR (RevSpring, Radius and Gulf Coast),
may think. However, this team and this group have worked
and payment posting (Medusind). Having these resources on
tirelessly behind the scenes to get the job done in 2020. I am
standby will help insure we are ready to help offices in their
very proud of this group and what they have accomplished.
+
Dollars collected by the AR SWAT team helping cash flow for offices
Revenue Cycle
46
Analytics Working for You
Understanding Not Only What Happened, But What We Should Do About It I like to think of Analytics as the leveraging of data and statistics to manage the business. Integrating data into our decision-making processes is an ongoing journey which we are only just beginning.
Matt Thiel Vice President, Analytics & Revenue Programs mthiel@dentalcarealliance.com
DCA INSIDER / DECEMBER 2020 47
When I first joined the DCA family 16 months ago, the biggest analytic problem we were facing was the availability of information to the field. There was a desire for data and information from the field, but the right information, at the right level of detail, at the right time, wasn’t always available. Fast-forward to February of 2020, when DCA published our first analytics dashboard using Tableau. This eliminated numerous constraints that previously prevented us from publishing novel data, required by the field to effectively manage the business. Our team can now conceptualize and publish a new dashboard in a matter of hours – or even minutes – rather than in days or weeks. Additionally, the dashboards may be customized by each user, empowering them with the ability to save settings and email results to their inbox daily.
+ 120,000
Total views to Tableau accumulated since it’s inception in February 2020. The majority come from our operational leaders: division vice presidents and regional and office managers.
Descriptive Analytics does a great job of explaining “what happened”, but can often fall short when attempting to answer more difficult questions like “why did it happen?” or “what should we do about it?”
This exhibit reflects the normal lifecycle of analytics. Descriptive Analytics is the first phase, where we seek to explain what is happening. From there we evolve to Predictive Analytics and Prescriptive Analytics, where we seek to understand why certain trends occur, and then what we should do about them.
Tableau provides data availability and visualization, and while powerful, it is only a small part of the universe of Analytics, and fits into the category of “Descriptive Analytics.” Descriptive Analytics does a great job of explaining “what happened”, but can often fall short when attempting to answer more difficult questions like “why did it happen?” or “what should we do about it?” Fortunately, DCA supports you with tools to answer those more difficult questions, as well. For example, over the course of the last six months, we’ve developed a revenue forecast to estimate results over the course of the next year. The revenue forecast has been instrumental in setting expectations for reopening following the shutdown. After the revenue forecast revealed an anticipated slowdown in patient demand six months following the shutdown, it effectively set the stage for the Q4 Close the Gap initiatives.
An important benefit of the forecast is the ability to correlate KPIs with revenue performance. By doing this, we can better understand which KPIs impact performance (and perhaps more importantly, which ones don’t) and which KPIs are more important than others. This understanding makes it easier to understand historical performance, but also provides insight into which levers are most impactful to future performance. The categories of KPIs are not independent of one another. Front Office KPIs are more focused on the demand for patient appointments, while Provider KPIs are more focused on the supply of available appointment slots. Managers in the field must be diligent in viewing both sets of KPIs together. For example, increasing call answer rate may increase the demand for appointments, but results may not improve if we don’t have providers available to take those appointments. Conversely, increasing provider days may not improve performance if there is not sufficient demand coming through the front office.
Analytic Dashboards
48 DCA INSIDER / DECEMBER 2020
We are focused on providing tools to the field to help manage these dynamics. A great place to start is the DCA Career Academy, which includes a number of training courses for our Tableau dashboards. These courses are located in the Featured Courses section, located at the bottom of the Home page, after you log into the Academy. You can also search for “Tableau” and the courses will be displayed. You can then select “Enroll” to take one of the courses. For new users, I would suggest the courses “Tableau: Accessing the Analytics Dashboards” and “Tableau: Basics, Navigation, & Functionality.” The best dashboard for viewing a summary of the
KPIs is the Consolidated KPI Dashboard which includes month-to-date averages for each of the KPIs mentioned above at the division, region, or office level. As our CEO Jerry Rhodes likes to say, we work in a complicated business. Our mission on the Analytics team is to make the complicated simple, by moving our way along the analytic continuum and leveraging Tableau to deliver information to our users. The best analytics have little value if not implemented as the normal course of business. As such, I am thrilled with the high level of engagement we have seen thus far. I’m looking forward to continuing our analytic journey with all of you in the future!
This list reflects the most important KPIs we’ve identified so far in our modeling, and sorts them by level of importance. These KPIs mainly deal with patient volume; we do not yet have KPIs associated with mix of services (although that is a major focus of ours currently).
The Consolidated KPI Dashboard which includes month-to-date averages at the division, region, or office level.
Stay Connected With D.I.C.E.! D.I.C.E. (Dental Care Alliance’s Information Center for All Employees) provides the most up-to-date information on our organization, affiliated practices, and our support departments. The latest operational dashboards, department-specific information on who to contact when you need assistance, and important SOPs and information for safely serving smiles. All current employees with an email address on file in Kronos have access to D.I.C.E. using any internet browser.
Find us online at dice.dentalcarealliance.com
You can find department-specific pages on D.I.C.E., and much more. •
Analytic Dashboards
•
Benefits Corner
•
COVID-19 Guidance + Support Line
•
Clinical + Operational Leadership
•
Clinical Connect + Equipment/ Supply Barter Board
•
DCA CARES Program
•
DCA Insider Archives
•
Facilities Help
•
Reopening Playbook + SOPs
•
Respiratory Protection Program
•
Revenue Cycle A/R + OTC Initiatives
•
Standard Operating Procedures
•
Safe Smiles Initiative
•
FAQs + Contact Information for Support Departments
Enter your DCA or personal email address on file in Kronos to get started!
Email dice@dentalcarealliance.com for assistance or suggestions
Marketing Successes Despite Challenges 2020 has definitely been a challenge, but there have been some marketing wins worth sharing.
Shawn Wherry Vice President, Marketing swherry@dentalcarealliance.com
DCA INSIDER / DECEMBER 2020 51
Despite the pandemic, we’ve made tremendous gains in our digital marketing performance in 2020, and we expect that to carry through to the new year:
55 17% 10% 40% Decrease in PPC Cost per Acquisition ($30 CPA)
Increase in New Organic Visits to our Website (Result of SEO efforts)
In addition to digital marketing gains, DCA is seeing YOY growth in New Patient visits. In November, DCA-affiliated office saw 2% more new patients compared to 2019. When we paused all possible marketing in March, it was a chance to reset and rebuild some of our marketing tools and strategies. When we relaunched our digital marketing campaigns to focus on emergency care and provide relief for overcrowded emergency rooms and urgent care facilities in April, we immediately saw results and a positive impact. We seized the opportunity to reprioritize
Increase in First Page Keyword Rankings (Result of SEO efforts)
Decrease in Marketing Spend Run Rate
our marketing spend to capture more new patients in need of immediate dental care. We’ve since broadened our targeting beyond just emergent care, and our results continue to climb in volume while decreasing our in cost per acquisition. As we look ahead to 2021 marketing plans and strategies, we will build on the success we found in 2020 to realize further growth and performance improvements; prioritizing the marketing channels and tactics that yield best results. We are looking forward to a great year ahead!
DCA turns 30 in 2021!
It is reason to celebrate, and we have exciting things planned to mark this milestone in the new year! Stay tuned for exciting announcements, fun contests, a fresh look and much more! Sneak peek: Big things are coming soon!
Marketing
52 DCA INSIDER / DECEMBER 2020
Facilities & Real Estate
Holding True to Our Core Objective of “Practice First”
National Contractor Agreements We set out to get national agreements
for HVAC issues. If the repair is going to cost more than $750 Lennox is required
with qualified contractors to provide the
to provide a quote. If a new HVAC system
best services to our practices. We want to
is needed we require Lennox to provide
use our economy of scale and get the best
quote and we often get one more quote
prices for services needed to keep our
from another HVAC contractor, to ensure
facilities operating efficiently.
we get the best price for capital purchases.
All of our contractors have signed
Harvard – During the pandemic
our contractor agreement which has
shutdown we negotiated a contractor
safeguards built in it to protect DCA’s
agreement for cleaning service with
best interest. It also has a specific list
Harvard Maintenance. We went out to
has accomplished so much this year
of insurance requirements to protect
bid to seven different national cleaning
while holding true to our core objective of
the contractor, the building occupants
contractors who will self-perform/manage
“Practice First”.
(staff and patients) and DCA. There is a
cleaning services to all DCA practices,
Work Order System
specific scope of work so that all parties
and Harvard offered the best solution.
eMaint – This year we launched a new
understand what if expected of them and
We provided Harvard with a scope of
work order management software. This
in some cases there is a prearranged price
work to drive consistency in the cleaning
new software makes it easier for the
so that DCA can budget accordingly. We
service and we left the frequency up to the
user to create a work order request and
don’t want contractors in our practices
practice. Not only does Harvard provide
it provides the Facilities department with
with little or no insurance, leaving DCA
routine cleaning, they are capable of
a new tool to analyze the data. It helps to
vulnerable to financial impact should
providing carpet cleaning, strip and wax of
hold the facilities department accountable
anyone get hurt or property get damaged.
hard surface floors, and exterior pressure
to assign a qualified contractor to respond
We like to have our patients well insured,
washing.
to the request. It helps to hold our
and we like our contractor to be well
contractors accountable to get the repairs
insured too.
The Facilities and Real Estate department
made in a timely manner. It is also useful in
By dispatching our work orders to fewer
Orkin – We recently signed a contractor agreement for monthly pest control service with Orkin. We requested bids
uncovering repetitive issues at practices.
national contractors we not only receive
from Terminix and Orkin, the two biggest
In the third quarter we averaged 65 work
preferred pricing and priority service, we
national contractors who can self-perform
orders per week with a completion rate of
also have less contracts to manage, less
the service. Orkin offered the best solution,
70% with a 5-day average to fix.
invoices to process, and fewer COIs and
including scope and cost. All existing Orkin
W9s to track. This is good for the practices
contracts were moved over to the new
and the Facilities and Accounting
national contractor agreement with Orkin.
departments.
As practices request service, we are asking
Lennox – We signed a contractor agreement with Lennox to perform
to put them on the Orkin agreement for continued service.
preventive maintenance to the HVAC
2021 Goal
systems at our practices. A lot of our
In 2021 we will continue to identify
leases require DCA to have the HVAC
qualified contractors to provide facility
system maintained by a qualified HVAC
services for our DCA practices. Our goal
Chuck Aldrich
contractor, and the landlord often wants
is to increase the quality and quantity of
Director of Facilities & Real Estate
proof. Having one HVAC contractor makes
services available for our practices while
caldrich@dentalcarealliance.com
it very simple when asked to provide proof
being good stewards of the budget. We want
of the agreement to the landlord. We also
to help provide a safe comfortable work
dispatch repair work orders to Lennox
environment for our staff, visitors and patients.
Facilities & Real Estate
53
Business Development
Celebrating
Our Accomplishments
in the Face of Adversity
Holiday Greetings DCA Family Members, I hope that this edition of the DCA Insider finds you and your loved ones safe and well. With the turning of each calendar year, I try and spend time reflecting on the concluding twelve months. Some quiet moments thinking about the significance of the year, both professionally and personally – accomplishments, milestones, shortfalls, disappointments, challenges, opportunities discovered, and those people or things for which I am thankful. It is a byproduct of my belief that we should spend our lives learning. Sadly, there is no debating that 2020 will be remembered in the history books for the shortfalls, disappointments, challenges and heartache that Coronavirus created. Still, I encourage each of us to look at what we can learn from the wonder of accomplishments, both on a micro and a macro level, that this crisis has fostered. On a macro level, there is likely no better example than the global academic, scientific, governmental, and corporate collaboration that will generate multiple effective vaccines and therapeutic approaches to preventing and treating COVID-19, respectively, and all of this done in less than a year’s time. Truly amazing. It underscores the potential that can be unlocked and achieved when leaders and stakeholders come together and are unified in mission and purpose. On a micro level, I witnessed COVID-19 be a galvanizing moment for DCA. The unfolding of this pandemic brought us closer together as people, colleagues, and as an organization, taking care of both our patients and our own. For example, doctors and their teams rallied around providing emergency care
at the outset of the virus, clinical and operational teams drove the development and roll out of our Safe Smiles Initiative; and, as an organization we stood next to our colleagues in one of their greatest times via DCA CARES, an initiative of the U-SMILE Foundation. Truly inspiring. As we prepare to embark on a new year, the external challenges created by COVID-19 persist, but help appears to be on the way. Within Business Development, we have taken time in the last couple of months to refresh and improve our approach to our affiliation efforts. We have developed a comprehensive strategy and associated tactics, the foundation of which is to affiliate with high-quality dentists who are at the peak of their profession, and are seeking a partner. Thus culminating in a best-in-class family of practices across our 20 existing states.
Move forward
We must always be moving forward. However, collaboration must continue to fuel our momentum. As many of you have heard before, “affiliations are not solely a Development thing, they are a DCA thing.” We look forward to working across the organization to successfully consummate affiliations and fulfill our commitment to being our practices’ Partner of Choice. Lastly, and on behalf of the Business Development team, I wish you and your families safe, healthy, and happy holidays. May the coming days provide more evidence of wonder and give us reason to celebrate our collective accomplishments in the face of adversity. #strongertogether
David Pegg Chief Development Officer dpegg@dentalcarealliance.com
Supported Practices Arizona Cordon Orthodontics, Cave Creek East Valley Implant and Periodontal Center Mesa Scottsdale Phoenix
Precision Dental, Gilbert
Arkansas Arkansas Maxillofacial Surgery Little RockBryant
Ashcraft Orthodontics Little Rock Jacksonville
Colorado Colorado Springs Oral Surgery Colorado Springs North Colorado Springs South Pueblo
Connecticut Huntington Family Dental Group, Shelton Lighthouse Dental Care, Stratford Long Wharf Dental Group, New Haven Premier Dental of Connecticut
Manatee Dental of East Bradenton Mandarin, Jacksonville Mount Dora Ocala Oceans Dental Group, Palm Coast Ocoee Orange Avenue Dentistry, Orlando Orange City Orlando Pembroke Pines Quail Meadows, Ocala RDV at Sportsplex, Orlando Riverview Rockledge Dental Sarasota Sarasota East Shady Road, Ocala Sweetwater Smiles, Longwood Tampa Temple Terrace
Anastasia Dental Associates, St. Augustine Argyle Dental Center, Jacksonville Boynton Oral & Maxillofacial Surgery & Implant Center, Boynton Beach David Bowles, DDS Bradenton Sarasota
Dental Associates of Florida
Danbury Fairfield Farmington Valley Hartford
Bartow Brooksville Central Brandon Lakeland Lutz Plant City Sun City Tampa Walding & Associates, Lakeland Winter Haven
Delaware
Dental Specialty Center
New Castle Dental Associates, New Castle
Florida Advanced Dental Care
Bradenton Brandon Citrus Park, Tampa Clearwater, Largo Designer Smiles, Orlando Englewood Jacksonville Lakewood Ranch, Bradenton Manatee Dental at College Park, Bradenton
Aventura Baptist, Miami Cape Coral Cutler Bay Forest Hill, West Palm Beach Fort Myers Homestead Jupiter Miami Beach Naples Palmetto Center for Dental Specialties Sunrise Center for Dental Specialties
Galt Family Dentistry, Fort Lauderdale
Imray & Gesek
Baymeadows, Jacksonville Orange Park Park Street, Jacksonville
Main Street Children’s Dentistry & Orthodontics Aventura Baptist Medical Plaza, Miami Cape Coral Clermont Ft. Myers Homestead Jupiter Kendall, Miami London Square, Miami Miami Beach Miami Lakes Naples Orange City Palmetto Bay Palmetto Hospital, Hialeah Plantation South Broward, Cooper City Waterford Lakes, Orlando Wellington, Royal Palm Beach Winter Park
Miami Center for Cosmetic & Implant Dentistry, Miami Pediatric Dental Associates, Miami Tioga Dental & Orthodontics, Gainesville Towncare Dental Altamonte Springs Boca Raton Bonita Springs Cape Coral Clermont Cutler Bay Dental Associates of Hollywood Dental Associates of Kendall Dental Center at Aventura Dental Center at Baptist, Miami Forest Hill, West Palm Beach Ft. Myers G&G Dental Associates, Tamarac Hialeh Square Homestead Jupiter Dental Group London Square, Miami Miami Beach Dental Center Naples Naples Center for Cosmetic Dentistry Palm Dental Center, Hialeah Pembroke Pines Pinecrest, Miami Plantation Dental Services Sunrise Dental Group, Plantation Superior Dental, Plantation
West Kendall, Miami Winter Park
Georgia Buford Family Dentistry Dental One Associates
College Park Drs. Grant & Conger, Dalton Eagles Landing, Stockbridge Fayetteville Kennesaw Marietta Toco Hills, Atlanta
Imagix Dental
Alpharetta Dental Professionals of Vinings, Atlanta Hickory Flat Dental, Woodstock Johns Creek Dental, Suwanee Legacy Pediatric Dental & Orthodontics, Kennesaw Norcross Roswell Suwanee
North Point Periodontics & Dental Implants, Alpharetta Northside Oral Surgery, Dunwoody Patrick Toms DMD, Gainesville Quality Orthodontic Care Alpharetta Johns Creek
Town Center Dental, Suwanee
Illinois Forever Family Dental of New Lenox Maple Shade Dental
Camp Crossing, East Peoria East Peoria Peoria, Dunlap
The Foehr Group, Bloomington
Indiana Brace Yourself Orthodontics Elkhart South Bend
The Dental Center Goshen Granger
LaPorte Mishawaka Plymouth South Bend (Adult) South Bend (Pedo) Warsaw
Minnesota
Wadas Dental Center
American Dental Center, Union Dental Arts of South Jersey, Voorhees Dental Solutions
Crown Point Munster
Maryland College Park Dental, College Park Dental One Associates
Annapolis Belair, Abingdon Beltway, Baltimore Columbia Cross Keys, Baltimore Drs. Lasher and Harriman, Waldorf Frederick Oxon Hill Steeplechase, Capitol Heights Valley Dental Associates, Owings Mills Westminster
Main Street Children’s Dentistry & Orthodontics Elkton Forest Hill Glen Burnie Havre de Grace Perring Parkway, Baltimore
Massachusetts Baystate Dental Belchertown Chicopee Greenfield Harrison Holyoke Ludlow Northampton Springfield Sturbridge West Springfield Westfield Wilbraham
Michigan Family Dental Group, Flint Gentle Dental
Grand River Avenue, Detroit Gratiot Avenue, Detroit New Baltimore Shelby Township St. Clair Shores Warren Westland
Lake Minnetonka Dental, Wayzata
New Jersey
Blackwood Deptford Voorhees
Diamond Spring Dental Associates, Denville Garden State Dental East Brunswick Newark Roselle Park Toms River
Pediatric Dentistry & Orthodontics of Midland Park Thurm Dental Group
New York Dentists’ Office of the Hudson Valley, Lake Katrine Dolson Avenue Dental, Middletown Family Dental Group Brewster Fishkill Jefferson Valley Kids Family Dental
Long Island Dental Specialty, Huntington PDA Dental, New York City Ramapo Dental Care, Suffern Richard L. Rausch, DDS, New York City Saw Mill Dental, Yonkers
Ohio Eckels Orthodontics, Marietta
Pennsylvania Dental Solutions
13th Street, Philadelphia Bala Cynwyd Cedarbrook, Wyncote Grant Avenue, Philadelphia Jenkintown Market Street, Philadelphia Media
Roxborough, Philadelphia Stoney Creek, Springfield Upper Darby
Gentle Dental
Allentown Blue Bell Collingdale Haverford Oregon Avenue, Philadelphia Springfield Thorndale West Chester
Tyson’s Corner, Vienna
Dental One Associates Fairfax Fredericksburg Manassas Springfield Woodbridge Woodson Square, Fairfax
Dental Specialty Centers of Virginia Chesapeake Virginia Beach
Texas
Drs. Delgado & Kuzmik
Austin Avery Ranch, Austin Hutto Leander Round Rock
Elite Dental Group
Austin Children’s Dentistry & Orthodontics
Made Ya Smile
Cypress Eldridge Lakes Friendswood Katy Kingwood Pearland Rayford Crossing Rosenberg Sienna Plantation Spring Cypress Sugar Land West Eight Crossing Woodlands
Orthodontics by Birth & Fletcher Arlington Burleson Fort Worth Keller
Randol Mill Family Dentistry, Arlington South Texas Orthodontics La Cantera, San Antonio Northwest – Tezel, San Antonio Schertz Stone Oak, San Antonio
Virginia Atlas Walk Dental, Gainesville Ballston Dental Arts, Arlington Brad M. Freedman, DDS & Associates, Alexandria Dental Associates of Northern Virginia Alexandria Burke Fair Oaks, Fairfax Skyline, Falls Church
55
Alexandria Vienna, Tyson’s Corner
Arlington Virginia Dental Center Cosmetic & Family Dentistry
Hermann & Desio Family Dentistry, Falls Church Klar Voorhees Orthodontics Courthouse, Virginia Beach Greenbrier, Chesapeake Hilltop, Virginia Beach Kempsville, Virginia Beach Suffolk
Konikoff Dental Associates Battlefield Boulevard, Chesapeake Cedar Road, Chesapeake Edinburgh, Chesapeake General Booth, Virginia Beach Harbour View, Suffolk Konikoff Kids, Virginia Beach Little Neck, Virginia Beach Lynnhaven, Virginia Beach Shore Drive, Virginia Beach Volvo Parkway, Chesapeake
Northern Virginia Oral Maxillofacial Surgery Associates Annandale Manassas Woodbridge
Polifko & Dvorak, Woodbridge Rye Smiles for Life, Fairfax Smiles at Fairfax Corner, Fairfax Taheri Dental Group Manassas Woodbridge
West Virginia Eckels Orthodontics Parkersburg Ripley
56 DCA INSIDER / DECEMBER 2020
Quick Reference Department Contact Information Accounts Payable
accountspayablesupport@ dentalcarealliance.com
Henry Schein Equipment Service
Benefits
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(941) 306-1823
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partnerships@dentalcarealliance.com
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inclusion@dentalcarealliance.com feeschedules@dentalcarealliance.com
064049
ces@henryschein.com (800) 645-6594
Central Business Office
002301
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Insurance Fee Schedules
Collections
002334
collections@dentalcarealliance.com
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002307
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001097
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008026
kronoshelp@dentalcarealliance.com
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002400
support.dentalcarealliance.com (941) 552-2400
Coupa
008032
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IT, LMS, Schedule Changes
credentialing@dentalcareallance.com contactcenterhelp@dentalcarealliance.com
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dcamarketing@dentalcarealliance.com
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001800
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media@dentalcarealliance.com
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001097
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patientsatisfaction@dentalcarealliance.com (941) 216-1983
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Procurement
eMaint X4
https://x41.emaint.com/
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(Facilities Work Orders)
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ProLease
002320
orders@dentalcarealliance.com
DCA Support Directory Miami/Kendall Support Center | 13195 SW 134th Street, 2nd Floor | Miami, FL 33186 | Main: (305) 274-2499 Full Name
Ext
Title
Full Name
Ana Atiles
008008
Sr. Payroll Specialist
Jennifer Gomez
Ana Cabiedes
008019
Claims Rep
Cindy McKenzie
008027
Asst. Instructional Designer
Denise Arechavaleta
008030
Systems Manager (305) 710-7245
Dr. Don Gallo
008034
Chief Clinical Officer (786) 972-0458
Jeleany Mesa
008029
Payroll Specialist
Ext
Title
Full Name
008014
Credentialing Coordinator
Oscar Irazoque
008024
Payroll Analyst
Karina Argotte
008028
Claims Rep
Shauna Pierce
008010
Marie-Line Rigaud
008016
Training & Organizational Development Manager (786) 877-6080
Payroll Manager (305) 502-5405
Stephanie Gomez
008032
Credentialing Supervisor
Zayda Trujillo
008021
Claims Rep
Mike Bileca
008005
Pres. of FL Operations & Main St. (305) 773-6251
Ocli Cundins
008006
Business Support
Ext
Title
57
We are here to help you. Please use the information below to connect with any member of the DCA Support Team with questions or needs.
DCA Support Directory Sarasota Support Center | 6240 Lake Osprey Drive | Sarasota, FL 34240 | Main: (941) 955-3150 | Fax: (941) 388-6989 Full Name Aaron D’Amico Abby Frey
Ext 002300 –
Title Insurance Coordinator
Full Name Caryn Ackerman
DA Training & Engagement Specialist
Catherine Blasko
Ext 007247 002401
Title Office Manager & Administrative Assistant (Russell Allen) Executive Assistant (Dr. Matzkin)
Adrian Guzman-Gallo
–
Administrative Assistant
Cassondra Parsons
Alberto Suarez
–
Contact Center Coordinator
Christa Bass
005005
Senior Recruiter
Alex Bardenhagen
–
Sr. Contact Center Coordinator
Christopher Ta
002412
Helpdesk Representative I
Senior Data Analyst
Chuck Aldrich
064049
Director of R/E & Facilities
–
Insurance Coordinator
Alex Pallares
007275
Alice Ricciardi
–
Insurance Coordinator
Cindy Tomblin
005009
HR Coordinator
Alyssa Duran
–
Insurance Coordinator
Claudia Rubio
007550
Legal Assistant
Amanda Newberry
–
Fee Schedule Analyst
Claudine Walters
007238
Integration Accounting Manager
Insights & Engagement Specialist
Colleen Edel
007007
Full Name Ellen Peacock
Ext 007225
Title Senior Recruiter
Elsie Lopez
–
Revenue Cycle Supervisor
Eric Jackson
––
Network Telecom Analyst
Erica Woolard
001089
Marketing Department Manager
Erwin Goodwin
007290
Staff Accountant
Faye Lucchesi
–
AP Coordinator
Fawn Nadler
007561
Special Projects Coordinator
Gabriela SmithFranco
007280
DentRite Customer Service
Garth McMullen
-
Vice President, Talent Acquisition & Retention (941) 720-7189
003085
Doctor Administrator
Amber Altiero
–
Insurance Coordinator
Corrine Stoltzfus
007386
Assistant Controller
George Taylor
–
Senior Staff Accountant
Ana Nunez
–
AR/Claims Specialist
Cory Ramos
002405
Glory Grossbard
–
Annette Foster
–
Contact Center Coordinator
IT Integration Specialist (941) 374-5122
Director of Practice Development (786) 298-7853
–
Executive Vice Chairman (201) 303-5648
Grace Dragotta
007274
Director of Planning & Analysis
Grady Wilson
–
VP of Business Development (Southeast) (330) 310-6675
Greg Lindman
007294
IT Operations Specialist
Heather Brealey
002326
IT Operations Specialist
Jackie Richards
–
Insurance Coordinator
Jacobi Dunlap
002423
Jr. Systems Administrator
James Jean-Louis
001050
Buyer
Amanda Stevens
Anthony Caiazzo
001086
Staff Accountant
Anthony Gallant
001099
Digital Marketing Director
April Grinchenko
007245 002307
Staff Accountant Insurance Coordinator (Verifications)
Ashley Mofford
–
Insurance Coordinator
Austin Hunter
–
Business Development Coordinator
Autumn Rogers
007173
Insurance Data Specialist
Azure Larsen
–
Insurance Coordinator
Barbara Goodman
–
Revenue Cycle Manager
Barry Ames
007544
Dentist Recruiter
Beau Peurifoy
002415
Helpdesk Representative 1
Betsy Layhew
005004
Recruiter
Betty Munoz
001064
Staff Accountant
Bogdan Mivovanu
–
Data Warehouse Specialist
Brian Peddie
–
Technology & Accounting Policy Director
Bryan Weston C.J. Nocella
-
007555
DVP, Midwest (857) 272-5156
Crystal Chouinard
007279
Delegated Credentialing Coordinator
002409
D.J. Schlehlein
002402
Systems Administrator
Dale Hockel
007558
Chief Operating Officer (317) 292-4044
Dan Kasten
–
Danny Burke
007291
Divisional Marketing Director (214) 215-2175 VP of Tax
David Neal
007560
VP of Revenue Cycle
David Nichols
007542
Board Member (941) 809-5940
David Pegg
–
Chief Development Officer (610) 304-5029
David Quigley
007552
General Counsel & Compliance Officer
Debbi Rassel
007272
DentRite Customer Service Supervisor
Debbie Wise
007237
IT Integration Manager (386) 986-0451
Executive Assistant (J. Rhodes, D. Hockel & M. Olan)
Donel Petrin
007547
Sr. IT Operations Specialist (941) 504-4124
Eddie Parmenter
009201
IT Operations Specialist
Edna Kittendorf
002325
Accounts Payable Coordinator
Elizabeth (Beth) Bruns
007256
Accounts Payable Coordinator
Fee Schedule Analyst
Carla Nesta
007257
Lead HR Coordinator
Carol Juliano
007231
Accounts Payable Coordinator
Caroline Ramsdell
001103
Staff Accountant
Jake Gaecke
–
Senior Data Scientist
James Nick
001095
Chief Revenue Officer (920) 265-4362
Jason Chaffin
002417
Chief Information Officer (615) 585-7095
Jeff Dreels
007271
Employment Manager/Dentist Recruiter (941) 809-5245
Jeff Koziel
–
President
Jenifer Woods Lammi
002334
Collections
Jennifer Seeds
010120
Consumer Experience Specialist
Training Specialist
Darnelle Gomez
Helpdesk Representative 1
–
Caitlin Schlabach
Craig Murray
Senior Staff Accountant
Anthony Hueston April Cutler
Craig Abramowitz
Jenny Gil
–
Payroll Coordinator
58 DCA INSIDER / DECEMBER 2020
DCA Support Directory Sarasota Support Center | 6240 Lake Osprey Drive | Sarasota, FL 34240 | Main: (941) 955-3150 | Fax: (941) 388-6989 Full Name Jerry Rhodes
Jessica Gay Jessica Savidge Jessica Ramos
Ext
Title
Full Name
007557
Chief Executive Officer (484) 678-7466
Megan Martin
–
Insurance Coordinator
007196 –
Title
Full Name
007233
Assistant Accounting Manager
Ryan Zeman
–
Meghan Anderson
007240
Human Resources Manager
VP of Business Development (815) 793-3421
Melissa Rothenbach
007298
Financial Analyst
Sandy Goding
007281
Accounts Payable Coordinator IT Integration Coordinator
Sr. Benefits Administrator
001068
Regional Marketing Coordinator
Savannah Newbanks
002422
Michael Bergelin Michael Calder
Serifat Bello
007260
Accounts Payable Coordinator
Shawn Wherry
007228
VP of Marketing (941) 914-4768
Associate General Counsel
Jody Annis
007241
IT Financial Analyst
Joel Olivio
002418
IT Technical Services Director (941) 348-9161
Josh Maggard
001115
Digital Marketing Specialist
Juanita Honor
002323
Accounts Payable Coordinator
Juergen Mohr
007236
Julian Wilder
002406
Insurance Coordinator
Sophia Eteau
007243
Accounts Payable Coordinator
Michaela Muniz
002362
Director of Insurance Plan Management
Stefanie Grossman
001056
Creative Director
Steve Duval
Michelle Axberg
–
Insurance Mail Coordinator
005001
Sr. Staff Accountant
VP of Human Resources (352) 430-4326
Network/Telecom Analyst (941) 376-3746
Mike Cole
Insurance Coordinator
Kandy Butler
–
Insurance Coordinator
Karen Harper
001063
Kelly McCormick Kelly Stillman
Kenah Coil
– – 007288 001097 –
VP of Business Development (South Central) (720) 581-5668
Marketing Operations Specialist
007246
Mitch Olan
007541
Molly Benz
-
Nelly Garcia
007220
AR Claims Specialist Insurance Coordinator Accounts Payable Coordinator Director of Communications (317) 741-8842
001047
Human Resources Specialist
Kim Bastien
001077
Insurance Coordinator
Kyle Olivarri
001098
Regional Marketing Coordinator
Lauren Johnson
007556
Project Manager (R/E Operations)
Leslie Williams
007244
Sr. Accounts Payable Coordinator
Lillian Eeg
007324
Staff Accountant
Linda Quartaro
007235
Staff Accountant
VP of Insurance Plan Management/DentRite (727) 424-2990 Executive Chairman (941) 809-5944 Senior Brand Manager 941-376-4501 Accounting Clerk (Treasury)
Nhi Le
–
Insurance Coordinator
Nicole Cruz
–
Insurance Coordinator
Nick Schorr
003102
Senior Construction Project Manager
Nicole Chaulsett
007553
IT Operations Manager (941) 650-4734
Nicole Soler
007289
IT Operations Specialist
Pam Mitchell
007227
Sr. Staff Accountant
Patrick Perry
002410
Helpdesk Representative I
Paula Walters
007285
Accounts Payable Coordinator
Peter Menke
007252
Staff Accountant II
Rachel Black
001054
Purchasing Coordinator
Rachel Fielding
007297
Accounts Payable Coordinator
Ray Lannen
007262
Sr. Financial Analyst
Raygena Bailey
007287
Accounting Clerk (Treasury)
Claims Specialist
Kendra Bennett
Lisa Fonder
–
Insurance Coordinator
Lisa Keith
–
Contact Center Coordinator
Lisa Pallotto
007261
Payroll Manager - Northeast (Evolve Ext. 60009) (201) 739-2260
Rebecca Nukes
–
Credentialing Coordinator
Lisa Soto
006110
Accounts Payable Coordinator
Rebekah LaBarrie
–
Sr. Credentialing Specialist
Maggie Crymer
002445
Sr. Contact Center Coordinator
Renard Bryant
–
Network Telecom Analyst
Manuel Torres
007277
Sr. Staff Accountant
Richard Papaluca
–
CBO Insurance Coordinator
Marco Stewart
002411
Helpdesk Representative I
Robin Leavitt
050413
Director of Practice Conversions (267) 767-4204
Rosie Chersia
007299
Accounts Payable Coordinator
Russell Allen
007549
Chief Financial Officer
Ruthie Farquharson
007249
Treasury Management Supervisor
Margaret Wilson
–
HR Manager
Marie Barillas
–
Insurance Coordinator
Matthew Plough Matthew Thiel
001084 –
Title
002308
–
Kelly Baker
–
Ext
Michael Duff
Justin Cruz
Karen Mancuso
Ext
Staff Accountant VP of Analytics & Review Programs
Credentialing Specialist
Steven Cole Talia Pandolfi
007222
Controller (813) 774-2265
Teresa Ishak
–
Staff Accountant 2
Tijo Ammakuzhiyil
–
Assistant Accounting Manager
Traci Dunn
007242
Insurance Data Specialist
Tracy Pham
001082
Human Resources Manager
Vickie Arthur
007250
Accounting Clerk (Treasury)
William Cole
–
Insurance Coordinator
001073
Senior Accounts Payable
Zachary Fonder
–
Insurance Coordinator
Zackary Fischer
-
Helpdesk Representative 1
William Sizemore
Bring us the best. Refer your friends and colleagues to join the dental industry’s finest professional family, and you could receive a referral bonus.* HOW DOES IT WORK?
HOW WILL THE BONUS BE PAID?
As the number of offices affiliated with DCA continues to grow, we have an ever-increasing need for great team members. Thus, we would like to encourage and reward you for referring qualified candidates who are hired by DCA or any of our affiliated practices.
• For DCA team members, bonuses are paid during the bonus payroll run.
If you refer someone who is eventually hired, you will receive a bonus after their 6-month anniversary is achieved in accordance with the following guidelines: • When applying through the Dental Care Alliance careers website (dcacareers.com) applicant MUST enter your full name under “Referred By”. • Bonuses are paid after the 6-month anniversary is achieved. • DCA team members: You will be ineligible for a referral if the person you refer will be reporting directly to you or if you are the hiring authority for that position.
• Bonus inquires must be made within twelve months of the new team member’s start date.
HOW MUCH IS THE BONUS? The value of the bonus varies depending on the position filled. (Part-time positions receive ½ the bonus amount.)
Level
Position
Full-time Part-time Bonus Bonus
I
Dentist
$2,000
$1,000
II
Hygienist
$1,000
$500
III
Manager (Office and/ or Department), Certified Dental Assistant, Accountant
$750
$375
IV
All Other Positions
$500
$250
• Referrals of current and former team members are not eligible.
CONNECT WITH https://www.instagram.com/dentalcarealliance/ https://www.facebook.com/DentalCareAlliance https://twitter.com/DCAcareers https://www.youtube.com/channel/UC0kw5Wba95FEkzvtwKeaSFA
TEXT HR
https://www.linkedin.com/company/dental-care-alliance/
“Thank you for helping us join the DCA family. We just could not have joined a better group.” Dr. Sheila Birth
60 DCA INSIDER / DECEMBER 2020
Pictured center: The BF Ortho team. ”The managing team at Birth and Fletcher Orthodontics are incredibly grateful for the highly skilled and dedicated staff that we are so fortunate to work with each and every day.”
In the spirit of the holidays, Julie Higley, hygienist at Imagix Roswell, created gingerbread houses to bring some extra holiday cheer to the office!
Holiday Cheer
The generosity and spirit of our teams continues to shine.
Sarasota Support Center Toys for Tots donations: Our thanks to all who took the time to give – in ways big and small – to this year’s Toys for Tots drive. We certainly will be making spirits a little brighter this holiday season. Pictured above: Tiffany Boswell PRS (left) and Chelsea Norvall, hygienist (right). The staff at MSDG Dunlap created a dental themed Christmas tree for their patients and staff to enjoy, complete with a healthy white tooth at the top as a star!
Pictured above: Bling the Elf has been featured on Ashcraft Orthodontic’s social media throughout December helping to highlight the importance of oral care and wearing a mask with some extra holiday spirit.
Pictured above: Konikoff Dental Associates General Booth created their own cookbook with the doctors and staff’s favorite recipes. David Neal and family spending time together at Pensacola Beach, FL and “Holi-David” (middle right).
Here is my list of wishes for our Division for 2021: 1. Ensure that our close ones, our patients and our teams are safe. 2. Adapt to changes and embrace those changes to be able to progress personally and professionally. 3. Learn from our mistakes so we don’t repeat them. 4. Seize every day. Maximize the potential of every situation, every patient, every conversation we have, whether is personal, with a superior or with an employee, and remembering that this needs to happen every day. 5. Why not...Be the number 1 growing Division in DCA...Pretty sure if we all align ourselves, we will achieve it. I want to thank each and every one of you for all you have done this year. I want to wish you, your team and your family a safe, healthy and wealthy 2021, and can’t wait to get this party started.
Eduardo Laventman I’m looking forward to ending 2020 by spending time with family and friends. I’m also very happy for the new year to begin! There’s lot’s to look forward to in 2021 and I’m
for the
So, as we look to 2021, I hope to be able to provide our offices with the best possible revenue cycle people, process, technology, and support. I am truly blessed to have such an amazing team to work with as well as such inspired office teams. Our leadership team continues to manage through challenges and execute on our stated objectives. Cheers to 2021 and all of the wonderful things in store for our providers, patients, and teams.
David Neal
I’m looking forward to less virtual high-fives, card-board cut outs in the stands, Zoom calls and MS Teams meetings. My wish for 2021 is not arbitrary but in fact absolute – I wish for a vaccine, for continued scientific breakthroughs and for a new, new normal and living a life without the fear of the virus that’s altered the course of so many lives. My wish is for the opportunity to connect in person again and to attend live
excited to start my second year as
events. My wish is that 2021 will
part of the DCA family! Wishing
be a year filled with giant steps
everyone a safe and fun holiday!
forward, the wisdom to reflect,
Stefanie Grossman
appreciating differences, and being forever grateful.
Garth McMullen
2020 has taught us to never take for granted the time spent with loved ones, to always expect the unexpected and how behind a mask our smiles can still shine through our eyes! I am looking forward to 2021 being a year filled with great opportunities for DCA as we continue to grow stronger together and take with us all that we have learned from this past year. Wishing every day of the new year to be filled with success, happiness and prosperity for you! Happy Holidays!
Erica Woolard The best part of the season is remembering those who make the holidays meaningful. May you and your families have a relaxing and joyful holiday season, and a new year full of excitement and possibility.
David Quigley
I would like to express my wishes for 2020-that we end this year with a strong spirit and learn from all of the experience we had to endure both personally and professionally. My wish for 2021 for all of you is to lead a life of health, prosperity, and happiness. For myself, I wish the same and my goal is to support your growth throughout your career with us at DCA! I believe and honor each and every one of you!!! Happy Holidays!!! May God bless all of you.
Glory Grossbard I am grateful for a new year upon us! Praying for a 2021 filled with health, happiness, and opportunities for all of our DCA family. I hope you and your family have a very Merry Christmas and a happy New Year!
Lauren Johnson
Happy…everything! Whether you decorate with snowflakes and candy canes, Father Christmas, Santa Claus, religious figures, menorahs, a mishumaa saba, or nothing at all, we’re all humans celebrating things with deep meaning. Your beliefs are sacred, important, and carry strong, personal attachments and convictions. And we respect them all. Prioritizing diversity makes room for inclusion, allowing the world to spin...perhaps a little more smoothly. And, in reality, we wouldn’t all want to be exactly the same anyway, would we? Everyone’s traditions, upbringing, and religious or non-religious practices are their own, and should be celebrated. We wish you joy throughout the holidays (and beyond), and sincerely hope you enjoy all your celebrations – how and whenever you do so.
Here’s to the great that awaits in 2021! # S t r o n g e rT h a n E v e r
©2020 Dental Care Alliance. All Rights Reserved. DCA-67-20 December 2020
