ISSUE 5
JUNE 2020
Stronger Than Ever
“It Was Their Finest Hour� Emerging from COVID-19 While Safely Serving Smiles
Photo Courtesy of Dental Center at Baptist. Pictured from Left: Gisselle Sosa, Dental Assistant, Dr. Rene Friedman, DDS and Liliana Ortega, Dental Assistant.
dentalcarealliance.com
mission
We advance the practice of dentistry by partnering with and supporting dental professionals to create a lifetime of healthy smiles.
vision
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.
DCA INSIDER / JUNE 2020 3
CONTENTS
FEATURES June 2020 04
08
44
An inspiring message fromCEOJerry Rhodes, recognizing the leadership of the DCAteam, and how we are emerging fromthe pandemic stronger than ever.
While we are re-launching, we all need to be aware that the threat is not over, this is not a post-COVID-19 period, and continue to adhere to the guidelines.
We are using more technology every day to perform routine work. As we use technology tools, cybersecurity is an increasingly major issue and we are all aware of the risks and threats presented by hackers.
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Reassuring our patients and our teams of our commitment to safety is essential for our business to thrive in these challenging times. #safelyservingsmiles
Throughout the pandemic, the Analytics teamwas relied upon to help guide the company through its various stages.
Clinical
Human Resources
10 Hygiene Excellence: ALifeline to Dental Health
33 Our Greatest Resource - Supporting DCA 00 TeamMembers in the Time of COVID-19
12 Dentistry’s Best Clinical Leadership
34 Benefits Corner
14 We Value Our Partner Doctors
Marketing
Message from the CEO
DCA CARES Under the umbrella of the U-SMILEFoundation, we launched the DCACARESProgramand fundraising initiative to help give back to DCAteammembers and their families with life-altering circumstances during the time of COVID-19.
Departments
Putting On Our Armor
Safe Smiles Initiative
15 Serve First. Listen with Your Heart
Inclusion & Diversity Council 16 Promoting and Encouraging Diversity at DCA
Operations 18 Putting the Practice First — 00 Moving fromManaging In Crisis 00 to Thriving in Recovery 20 Division Updates 27 ASupport Center Working for You
Cybersecurity Champions
Using Analytics to Manage in Crisis
36 Marketing Through The Crisis &Beyond
Legal 42 DCAOffers Continued Compliance Guidance
Revenue Cycle
43 Supporting the Practice in Collections and Open Insurance Claims
Information Technology
46 3Key Things Dentists Need to KnowAbout Teledentistry to Survive the COVID-19 Pandemic
28 Procuring Personal Protective Equipment — 00 Ensuring Our Teams are Prepared to 00 Safely Serve Smiles
Facilities and Real Estate
29 Attracting and Retaining NewTalent: 00 DCAWelcomes Garth McMullen
54 DCASupported Practices
30 Unleash Potential—Choosing your Mindset in Challenging Times 56 Support Center Directory
52 Safely Reopening our Offices — Managing a Million Square Feet
Business Development
53 Living in Interesting, But Creative Times
4 DCA INSIDER / JUNE 2020
Message from the CEO
This Was Their
Finest Hour I
n the midst of the opening stages of the second World War, Great Britain was tottering from defeat on all fronts. The entire British Empire was reeling and in unprecedented distress and hardship. Hope was rare, and there were increasing calls for capitulation and surrender. On June 18, 1940, Prime Minister Winston Churchill, in front of the House of Commons, delivered a speech that did as much to turn the tide of the war as any military action. This speech steeled the nation and the Empire for what was to become a protracted and costly struggle. As Churchill would later relate, this was simply the “ end of the beginning,” and not the “beginning of the end”. The final lines of his address contain, perhaps, the most inspirational conclusion ever for a speech. “Let us, therefore, brace ourselves to our duties, and so bear ourselves that, if the British Empire and its Commonwealth last for a thousand years, men will say, ‘this was their finest hour.’” Ironically the speech didn’t assert ease, success, or victory. It was going to be a hard go, and times were going to be tough. Approximately 90 days ago, the world confronted an event of magnitude that had not been seen on the planet since the second World War. The novel coronavirus and resulting COVID-19 condition threatened the world and challenged all of our notions of personal safety and normalcy. The direct impact of the virus and the attendant economic reaction and toll has generated devastating levels of uncertainty and fear. The dental field was to be especially hard hit, and our practices entered uncharted territory with unparallel declines in patients, new safety concerns and economic disruption not seen in 90 years. The task at hand for the company was apparent. It was survival. And the efforts made for the company’s survival compelled actions that were incredibly difficult and often distressing. Trying to shut down and transform a company of 320 practices to a limited number of practices providing
Our crucial focus was maintaining the safety of employees and professionals in the field and critically supporting the heroic actions of many of our dentists and the teams doing dental care in the midst of the pandemic. All of our offices performing emergency dental care deserve accolades for their fearlessness, but none more so than offices providing care than the North East.
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There are many in our company who deserve recognition for their efforts over the past 90 days. In time, I commit that we will recognize the personal contributions of many of these folks for their courage and dedication.
#StrongerThanEver
emergency-only and limited services was an enormous and unprecedented act. Our crucial focus was maintaining the safety of employees and professionals in the field and critically supporting the heroic actions of many of our dentists and the teams doing dental care in the midst of the pandemic. All of our offices performing emergency dental care deserve accolades for their fearlessness, but none more so than offices providing care than the North East. The toll of the virus was especially devastating there, and the courage of dental teams in New York and other devastated areas was inspiring. There are many in our company who deserve recognition for their efforts over the past 90 days. In time, I commit that we will recognize the personal contributions of many of these folks for their courage and dedication. Nothing exemplifies the values of the company more than their actions during the COVID-19 health crisis. Additionally, your support center team geared into a new level of service for the practices. Folks built, repurposed and retooled to ensure adequate supplies of PPE and other essential items to keep our staff safe. Events changed quickly and the dramatically. Our focus has been supporting the company with the hope that offices could reopen and provide dental care for patients and families in need. For many weeks in late March, April, and early May we focused on supporting the crucial services our practices offered to those in need and keeping dental emergencies out of ERs. We did this well, and far ahead of what other practices could provide. We met, served, and treated new patients, many of whom have already indicated that they will be patients for life. For the last several weeks, states have opened up and in accord with the varying directives of Governors and Dental Boards, we have also opened our practices to an increasing array of services. This new phase presents new challenges and unique opportunities; and, we as a management team are immersed in finding ways to support you in meeting and overcoming them, respectively. Our commitment to the safety of staff and patients remains paramount. We are also steadfast in our dedication to the continued success of each practice. As each practice has particular concerns, we are devoted to resolving those concerns. The COVID-19 crisis is evolving and dynamic and will continue to present challenges and obstacles. I have tremendous confidence in the ability of the DCA team to deal with these challenges and to rewrite the dire prognostications on the dental industry. With your actions, you have proven that we are, in fact, “Stronger Together,” as a DCA family. Given where the company has been for the last 90 days, and the incredible trajectory we are on, you have now also demonstrated that we are and will emerge from this pandemic “ Stronger Than Ever.” As Churchill shared in his address to the the British Empire 80 years ago, it is apparent to me that many in this company will look back on the last 90 days as “their finest hour.” We are entering a new phase of that crisis and there will be many challenges to come. Having been tested like never before, this team, proudly, has the experience and capability to address this new world in which we find ourselves.
Jerry Rhodes Chief Executive Officer
6 DCA INSIDER / JUNE 2020
SMILE
FOUNDATION The U-SMILE Foundation was created in January 2020, to allow Dental Care
Alliance and our affiliated practices and staff to demonstrate meaningful support by providing dental services for underserved populations, enabling dental education for financially-challenged students, and ensuring direct support for a variety of needs. The dedicated team at Dental Care Alliance envisions a tomorrow in which all patients have ready access to world-class dental healthcare and are empowered by oral healthcare education. In April, under the umbrella of the U-SMILE Foundation, we launched the DCA CARES Program and fundraising initiative to help give back to DCA team members and their families with lifealtering circumstances during the time of COVID-19. We were able to raise over $145,000, and provide relief to 36 team members and their families last month. With
more than 100 applications received, we are committed to continuing to raise funds and taking care of the DCA family. The U-SMILE Foundation is now officially a registered 501(c)(3) organization. We look forward to working through this foundation and the DCA CARES Program in the coming months and years, to give back to our community and our team members.
We couldn’t be more excited to embark on this journey to advance the practice of dentistry and create healthy smiles for all, for life! Please keep an eye out for more detailed information on the respective activities and work of the U-SMILE Foundation, and all the ways that you can give back. # DC AC A R E S
# U -S M ILE
# G ivingB ack
THANK YOU, DCA FAMILY, FOR YOUR GENEROSITY! 2 0 0 + A p p lic a t io n s f o r A id | 2 5 0 K D o lla r s in To t a l N e e d 1 0 0 + D o n a t io n s | 14 5 K D o lla r s R a is e d | 3 6 F a m ilie s A s s is t e d DCA CARES was formed to provide financial assistance to DCA families facing life-altering, extraordinary challenges during the COVID-19 pandemic. So far, we’ve been able to help 36 families. We continue to raise funds, as our hope is to provide relief, in some form, to each and every team member who has requested it. No amount is too small. Every dollar counts.
Thank you to the following DCA partners for their generous contributions to the DCA CARES Program and commitment to improving lives.
To donate, visit gofundme.com/f/DCA-CARES
Putting on Our Armor Providing Full Service Dentistry, Focusing on Safety, and Continuing Our Safeguards
Dr. Don Gallo Chief Clinical Officer dgallo@dentalcarealliance.com
By the end of June, most DCAaffiliated offices will have moved from only seeing emergencies and teledentistry visits in the time of COVID-19, to the provision of full service dentistry. As we make this important transition, we must also be sure to closely follow the guidelines set forth in the Of fices Reopening Playbook and SOP’s in D.I.C.E. It can be easy, after a few weeks, to let our guards down. While we are relaunching, we all need to remain aware that the threat is not over. That this is not a post-COVID-19 period, and to continue to adhere to the guidelines. Dale and our procurement team have done an outstanding job in sourcing and obtaining the appropriate PPE,
essential to operating safely. Our team continues to find and secure sized N95 masks. As these sized N95 masks become available, we will fit test those regions. We have now equipped 550 of our dental hygienists with the PureVac HS suction system. Thanks to Henry Schein, Dentsply, and their teams for the help. We shipped 500 room air purifiers to the hygienists who received a PureVac system. We will continue to provide a safe work environment for our clinical teams. I want to thank the entire field operations team, dental directors, hygiene coaches, divisional vice presidents, regional managers, and our support team for an outstanding job around the relaunch effort.
DCA INSIDER / JUNE 2020 9
DCA recently published the Offices Reopening Playbook and Standard Operating Procedures, utilizing the latest, detailed guidelines provided by the CDC, ADA, and OSHA. Printed copies were also shipped to offices.
550+
PUREVAC HVE UNITS HAVE BEEN DEPLOYED TO DCA HYGENISTS
Purevac HVE - Patient Experience
Purevac HVE Aerosol Removal Illustration
1860-N95 Mask
Have suggestions for updates to the playbook, technical bulletins, or SOP? Email communications@dentalcarealliance.com
10 DCA INSIDER / JUNE 2020
Hygiene Excellence: A Lifeline to Dental Health As we start to return back to work, we want to ensure that we uphold the clinical standards of Dental Hygiene Care that we have always practiced.
Glory Grossbard Vice President, Hygiene and Practice Development
We are all very excited to slowly return to practicing in the hygiene world of DCA! We have received lots of positive feedback and are proud to also say that our patients are eager to come back to see us for their care! The health and wellness of our dental hygienists, staff, and patients is our main priority. As we start to return back to work, we want to ensure that we uphold the clinical standards of dental hygiene care that we have always practiced. Now,
chronic disease has shown us it is very important that we reinforce the optimal oral and overall health message to our patients. As health care providers, we understand the importance of being prepared for the day, especially in this COVID-19 world. This we learned in our World Class Dental Health Care (WCDHC) workshops where we focus on understanding patient needs and addressing those needs through monitoring and treating disease, and
perhaps more than ever, our patients need our therapeutic and preventative care. The clinical team has worked diligently throughout this pandemic to provide our teams with the latest interim guidelines and SOP’s, guided by the CDC, OSHA, ADA, and ADHA. Research of the Oral-Systemic link and the epidemic of inflammation and
recommending professional products available through education. We have the opportunity to help our practices be stronger than ever before by partnering together! I want to thank each and everyone one of you for your dedication, constant care, and loyalty. You are very much appreciated and we look forward to a very bright future together.
ggrossbard@dentalcarealliance.com
HYGIENE COACHES Barbara Greene-Brooks Lisette Medina Barbara Lutz
Nashwa Khaled
Celine Blasavage
Natalie Angelini
Cheryl Engleman
Regina Brockmann
Claudia Rodriguez
Stacey Haluch
Holly Caccia
Tara Pannell
Katie Schiller
Terry Pavao-Hermann
Keverly Sugden
Tracee Suggs
LaDrika Bennett
Wendy Steward
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Hygiene Perspective
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My first weeks back at the office have been, by far, very different from usual. But, awareness and creativity abound, as we embrace returning to the practice. Getting back into the flow hasn’t changed our sense of how essential we truly are. As a dental hygienist, we should always provide the highest standard of care, and continue to educate our patients is always the best tool. Sharing our knowledge and providing them with solutions, while never downplaying treatment plans, based on the patient’s individual needs. We should assume our patients want the best treatment and care , and strive to provide it for them. Optimizing treatment with proper education has made returning to the practice nothing short of awesome. Patients understand that we are essential providers, ensuring their smiles stay healthy, in the best and worst of times. We are their lifeline to dental health.”
Never realized how much I missed my patients, and how much they really needed my services. It has not been easy for our patients who are in fear of losing their healthy smiles. I am glad we can be here for them. The less stress in their lives, the better I feel. Thank you Glory, Dr. Gallo, Dr. Yasbin, and our fantastic Dental One team for bringing everything and everyone together. I realize it has not been easy. So once again, thank you!”
Barbara Greene-Brooks RDH, Maryland
L. Nicole Bowen RDH, Georgia
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For the last several weeks I have encountered several positive experiences. I am so grateful to be back to my position as a RDH, providing our patients the care they need and have needed for the last three months. Our patients and our team feel safe coming in our office as they see the protection we are providing them, from our PPE to the distancing protocols. Seeing my patients has been a feeling I can’t explain, but I can tell you that I am looking forward to continuing to work with DCA, and overcoming this situation we are facing as a team!”
Yina Vasquez RDH, Florida
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Yes, the first week was exhausting. Yes, it was many extra steps that we are not used to taking. Yes, it was nerve-racking keeping a mask on just to interact with my fellow team members. YES, adjusting to the face shields, double mask, and new PPE gear was not easy, but this is our new normal. Never did any of us ever imagine being the in midst of a pandemic, but we must accept it and not let it change what we believe in. The one thing that stayed consistent was the trust that my patients put into my hands to help regain a sense of “ normalcy” again. They knew that by coming into our practice, they would receive the optimal care that they have always known. That is what keeps me going, knowing that if they are not afraid, then why should I be? This is what we are taught to do, combat any illness or virus face-to-face and to do it without fear. With that in mind, the next weeks and months will likely bring changes and more new protocols, but I am confident that DCA will provide us with exactly what we need, if not more.”
Nashwa Khaled RDH, Texas
12 DCA INSIDER / JUNE 2020
Dentistry’s Best Clinical Leadership
Aff iliated Clinical Leadership
Dental Care Alliance is proud to have the expertise and leadership of our dental directors.
Marvin Becker, DDS
Dr. Edan Blumenthal
Dr. Mitch Blumenthal
Dr. Alex Cardounel
Dental Care Alliance and our affiliated practices are fortunate to have dedicated dental directors in each of our regions across the family of practices, to help provide guidance and leadership for our doctors. Committed to clinical excellence and growing stronger together, they endeavor to unify and improve our practices across the country. Your clinical leadership team is committed to innovation and thinking beyond the traditional ways of practicing dentistry. Creative solutions and strategic partnerships will allow each of our practices to offer the best technology and a unique, lasting experience to our patients.
Dr. Jason Cooper
Dr. Dennis Corona
Dr. Matthew Freedman
Dr. Robert Friedman
Dr. Steven Goldstein
Dr. Matt Haluch
Dr. Todd Jorgenson
Dr. Michael Kesner
Dr. Bryan Laskin
Dr. Michele Mattioli
Dr. Trey Mueller
Dr. Stephen Price
Dr. Erin Shanahan
Dr. Jorge Vargas
Dr. Gene Witkin
Dr. Lorne Yasbin
Maryland
Indiana
New Jersey
Minnesota
Illinois
Pennsylvania
Florida & Michigan
Connecticut & Massachusetts
Virginia
Main Street Southeast Florida
Pennsylvania
Orthodontics Division
Arizona
Central Florida
Georgia
Florida
New York
Texas
Virginia
Maryland
Check Out the Clinical Leadership page on D.I.C.E. Available now 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!
14 DCA INSIDER / JUNE 2020
Deleware
We Value Our Partner Doctors
Steven A. Chamish, D.D.S.
Florida
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. Diego Ospina, D.M.D. 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. 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.
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.
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Georgia
Pennsylvania
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.
Texas
Shawn R. Long, D.D.S.
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.
Massachusetts
Virginia
Indiana
Gary Circosta, D.M.D. Matthew Haluch, D.D.S. Vinay Kapoor, DDS.
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.
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.
New York
West Virginia
Michigan
Omar Wajeeh, D.D.S.
Minnesota
Bryan N. Laskin, D.D.S.
New Jersey
David S. Ritholtz, D.D.S. Neil Kesselman, D.D.S. Richard Rausch, D.D.S. Robert Friedman, D.D.S. Steven D. Ritholtz, D.D.S.
D
J. Scott Eckels, D.D.S.
uring this difficult time, DCAhas shown tremendous support to staff, has leveraged powerful supply chain support, answered every call and offered the depth of experience only a seasoned DSOcan offer. Myself and my entire teamdeeply appreciate all DCAhas done and continues to do as we all work to come out of this struggle together. It is a pleasure to work with the professionals at all levels of DCAand we note the sincere and genuine leadership. I am happy to have somewhere to turn for solutions I could not possibly offer on my own as a private practitioner.
Dr. Todd Jorgenson, East Valley Oral Surgery and Periodontal Center DCA Partner Since 2019
Serve First.
Listen with Your Heart. The team at Pediatric Dentistry & Orthodontics of Midland Park is committed to creating healthy smiles for life. They know this starts with the youngest patients, with education and development of good dental habits. That’s why they started the Dentist for the Day program. Local youngsters visit the office and spend the day with Dr. Mario Ramos and the Midland Park team. The children learn how to effectively brush and floss, and even get to don PPE, as they wear a dentist’s coat and a mask In February, prior to the shutdown associated with COVID-19, the team at Midland Park welcomed a hearingimpaired class to be Dentists for the Day. Demonstrating proper care and healthy habits was especially important for these children; and, it looks like they had a little fun, as well!
16 DCA INSIDER / JUNE 2020
Promoting and Encouraging Diversity at DCA Dental Care Alliance is proud to announce the formation of the Inclusion and Diversity Council.
James Nick Chief Revenue Officer jnick@dentalcarealliance.com
Our organization, Support Center, and affiliated practices 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 emerge.
Without inclusion, we risk becoming an organization that is not open to new ideas and new people.
Without diversity, we risk becoming insulated fromthe real world. We are forming the I&D Council to promote both, because we 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. We champion all kinds of diversity – diversity of backgrounds, diversity of thought, diversity of race, age, and gender. We believe we cannot live our values without a specific focus on improving our performance related to I&D. The values listed below are the foundation for our behaviors as DCA team members. All of these values are tied
If you are passionate about these ideals, and interested in joining the DCA Inclusion and Diversity Council to help design and implement new initiatives, please email inclusion@ dentalcarealliance.com with an overview of your interest.
#StrongerTogether
to promoting inclusion and diversity within the organization. For instance, the value “Lead Together� reads: 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. The council will be made up of members of the Dental Care Alliance Support Center, field operations teams, and clinical staff, with board oversight for accountability. There will be an executive sponsor of the council at all times, and I’m proud to be the first. Initial actions include creation and implementation of development programs for under-represented populations across Dental Care Alliance, setting Benchmarks and requirements for recruiting into leadership positions, and creating an annual report on progress.
18 DCA INSIDER / JUNE 2020
OPERATIONS UPDATE
Putting the Practice First
Moving from Managing the Crisis to Thriving in Recovery With the onset of the COVID-19 pandemic, we all have been challenged and stretched, both personally and at work. The impact on the world continues to unfold, but it has been amazing to see the way everyone at DCA has rallied together to get through this crisis.
Dale Hockel Chief Operating Officer dhockel@dentalcarealliance.com
The impact of the state mandates to stay at home and limit dental care to emergency only had a devastating impact on our industry and DCA. Difficult decisions had to be made to ensure the survival of our practices; and, with Jerry’s leadership, we were decisive, but always thought ful about the impact on our team members. As I am writing this article, more than 98% of our offices are back to performing full-service dentistry for patients; and, we have plans to open the remaining offices in the coming weeks. As we have reopened, we have put new processes and advanced safety measures in place to ensure the safety of our team members and patients. Our patients are eager for their appointments, and we are experiencing full patient schedules. Many providers and staff are expanding office hours to ensure the patients are able to visit at a time that is convenient for them. We are bouncing back and are stronger together than ever! My thanks and gratitude to all during this time. The crisis impacted all of us, in very different ways, but we have always had DCA in common. The dedication and determination I felt amongst our
team has been awesome. We have banded together to move from managing the crisis to thriving in recovery, and ensuring that we are well-prepared to safely reopen and get everyone back to work! For each edition of the DCA Insider, I like to share example of how we are putting our “Practices First.” During the crisis, a cross-functional team of clinical, operations, and support leaders came together to establish and document new, best-in-class standard operating procedures so that we could safely reopen, under the guidance of the CDC, OSHA, and ADA. The effort was tremendous and really set us apart in our commitment to getting back as safely and quickly as states would allow. Under
98%
DCA SUPPORTED PRACTICES OPEN AND BACK TO PERFORMING FULL SERVICE DENTISTRY AT THE END OF MAY
19
Dr. Gallo’s leadership, the team quickly developed the Of fices Reopening Playbook . This comprehensive document is available on D.I.C.E., and a hard copy at every office for reference. This playbook will assist our team members in aligning with the new processes and safety measures that have been put in place. Additional updates to help support you and our patients will be released as the environment and our precautions evolve. Our Safe Smiles Initiative was created to help communicate these unmatched preparations and response, to help reassure each of you, and the patients that you serve, that we were ready to return. Thanks to all who have supported the campaign. #safelyser vingsmiles In closing, thank you for your contributions to operating in what continues to be one of the most challenging times of our lives. Whether that’s contributing to the Playbook and SOPs, preparing the offices to reopen, taking temperatures and screening patients, or providing care in the office. We appreciate each and every one of you, and are grateful that you make up this team. YOU are what makes us stronger than ever.
Photo courtesy of Dr. Virginia Kirkland of North Point Periodontics
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s a dentist that is actively engaged in entrepreneurship and leadership programs, I have seen many different businesses respond to this unprecedented crisis that we are all living through. DCA, thanks to its strong leadership, acted much more rapidly to COVID-19 than others and has continued to lead the way for affiliated offices more effectively than, in my opinion, any individual or group of dental practices. Having a support center that is constantly evaluating the situation and guiding us on how to respond and communicate to our teams has been key to navigating this crisis. I believe that, due to the immediate response and ongoing direction we are receiving from the support center, DCA offices will come out of this environment much stronger. Dr. Br yan Lask in, Lake Minnetonka Dental Chief Innovation Officer, DCA
Operations
Division Updates
DCA INSIDER / JUNE 2020 21
Affiliations Division
Delivering on Our Promise As we look back on what has transpired over the last couple of months, we have discovered what is truly important; the health and wellbeing of our families, team members and communities, and collective strength of the DCA family.
We have witnessed great acts of heroism, strength, and love throughout the new affiliate and legacy Dental Care Alliance practices. While most offices in the affiliate division were able to remain open on emergency basis, they served many patients that would have otherwise visited local hospital emergency rooms or urgent care centers. Throughout the pandemic, I’ve heard many providers say that this was why they went to dental school, and why they continue to practice...to be there in times of need, to serve their patients. Many of our affiliated offices are located in states that were the first to open in the wake of the pandemic. Accordingly, they were among the first to implement the operational and clinical changes, necessary to safely welcome staff and patients back to the practice. There have been hours of calls, sometimes late into the evening and on weekends, to make sure we were aligned and ready. The dedication, from all team members, is the reason the Affiliates Division was able to quickly rebound and bring back staff.
The unprecedented workload the affiliate teams have carried has demonstrated to me why we are the best in the business. While this edition of the Insider is not focused on metrics and numbers, I would be remiss if I didn’t give my team a huge shout out for their efforts. Well done and thank you for all you do! We have had some good laughs, as well as some difficult discussions and decisions over these trying months. But, at the end of the day, we have walked together down the path towards recovery. Throughout my career, I have worked with several other DSOs; and, I am confident now, more than ever, that we are STRONGER THAN EVER – something that not many other DSOs can confidently say. My wife has been calling the airlines and hotels daily to see when I can get back on the road again. I look forward to seeing everyone soon and working with you on how WE get even better at what we do. Thank you for all you do. I am honored to work with you.
Craig Murray Senior Vice President, Strategic Initiatives cmurray@dentalcarealliance.com
Dr. Todd Jorgenson of East Valley Implants & Periodontal Center, our Clinical Director of Arizona, and team dentist for Phoenix Suns and Diamondbacks! Thank you for working #StrongerTogether with local hospitals to help the flow of dental emergencies! #DentalER #DentistsHelpHospitals
22 DCA INSIDER / JUNE 2020
Florida Strong - Plantation Dental Service team, Towncare Dental of Pinecrest Team and Dr. Alejandra Perez of Main Street Children’s Dentistry and Orthodontics of Orange City
Florida Division
We Are Florida Strong In the face of adversity during the pandemic, the Sunshine State has led the charge in overcoming the storm by working together through one of our darkest times. Our teams have risen to the occasion and placed patient care above everything else.
Shawna Eury Division Vice President Florida seury@dentalcarealliance.com
Even with private practices and other DSOs closing around us, Florida was committed to staying open and keeping dental emergency patients away from overwhelmed hospitals, to allow them to care for more COVID-19 patients. Our providers embraced teledentistry as an additional platform for patient interaction. They had to quickly adapt to this change and incorporate it into our new way of practicing dentistry. This truly speaks to the strength of the Florida team and our commitment to patient care. As we navigate the tumultuous waters of the COVID-19 pandemic, our providers and teams continue to lead the way, meet challenges head on, and remain flexible with all the changes we face. From additional PPE, to implementing new screening processes, we never miss a beat. This commitment has translated into extending hours to help support our patient demands and needs.
The Florida team has demonstrated unwavering strength. Witnessing our team’s laser focus, while knowing and acknowledging the struggles they may be encountering in their personal lives, has been inspirational. In true DCA fashion, our virtual Town Halls throughout the state allowed us to remain motivated and connected us as a family. As we continue to rebuild, the future looks increasingly sunny for the Florida division. None of this would have been possible without the amazing team members we are proud to have. Thank you to all of our doctors, hygienists, dental assistants, PSRs, office managers, dental directors, regional managers, and support teams. WE ARE FLORIDA STRONG!
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Midwest Division
Teamwork and Commitment in the Heartland In the Midwest, we are proud of the doctors, assistants, and office managers committed to keeping our offices open during the COVID-19 pandemic, in which providers were restricted to performing emergency-only procedures.
David Braddy Division Vice President Midwest dbraddy@dentalcarealliance.com
Photo Top Right: Made Ya Smile Dental Specialty team is proudly helping local hospitals and medical centers with the overflow of dental emergencies! Pictured from left to right: Lourdes Sanchez-RDA, Kimberly Herrera- RDA Rose Benjamin-OM, Dr. David Tran- Oral Surgeon and Letitia Hagan- RDA
Two specific stories of the strength of this team’s commitment stand out. Our providers’ mission was to provide a resource for dental emergencies to patients, other than the overworked emergency rooms and hospitals. They wanted to reduce the work load for these medical providers and help reduce the strain on their PPE resources. In Illinois, while doing clinical rotations for a hospital network, Regional Manager Grace Gregson’ s husband shared that the DCA Illinois offices were remaining open for dental emergencies. The head of his program shared this information with dozens of hospital networks in the area; and, they, in turn, shared their gratitude. In fact, one of their employees drove almost two hours to visit Illinois Dental Director, Dr. Erin Shanahan at our Maple Shade Dental Group of East Peoria office. The individual was experiencing pain, but was unable to find any other providers in her community. She was grateful to Dr. Shanahan and the team for providing her emergency care. A similar example of this team’s commitment to serving the community comes from the Houston area. As the state restricted dental services
of each of our offices. As he called these medical providers, over and over again, he received messages of gratitude that our offices and providers were remaining open to service the community and that we would help reduce the strain on their facilities and resources. Many Made Ya Smile offices have been providing treatment and emergency care to patients whose “regular” dentists were closed during the crisis. Whether the patients decide to continue their care with DCA or return to their prior dentist, our teams have provided a valuable service to those patients and the community. This level of teamwork and commitment continues to exude through the regions as off ices help each other by sharing personal protection equipment and other critical supplies so that , as demand tightens , ever yone can remain open to ser ve our patients and the communit y. At times throughout a career in healthcare, it can be easy to lose sight of purpose and commitment. Particularly in times of tremendous stress and uncertainty. However, it is times like these when we are needed most, and come together
to emergency care, our Texas Dental Director, Dr. Mike Kesner, personally contacted emergency rooms and hospitals within a five-mile radius
to serve that higher purpose, that it makes one proud to be part of such an outstanding group of committed professionals.
24 DCA INSIDER / JUNE 2020
Northeast Division
We’ll Either Find a Way, or Make One In thinking about how best to define the Northeast Division over the past few months, I would have to say that there’s no better word than ‘tenacity.’
Joe Eckerle Division Vice President Northeast jeckerle@dentalcarealliance.com
Te.nac.i.ty [
noun [
The quality or fact of being able to grip something firmly The quality or fact of being very determined The quality or fact of continuing to exist
As we began this journey in March, I was absolutely blown away by how the Northeast “ gripped” this problem and sprang to action to minimize loss and maximize our ability to see patients who were in need of emergency care. We had doctors and DA’s who gladly responded to the call to be available to see every patient who was in pain. There were office staff and office managers who came in to the offices to ensure that our providers had what they needed to see emergency patients. Like superheroes, we had regional managers leap into action to make themselves available to the offices to receive and deliver PPE to the offices in need. A shout out to Yarellys Torres, Regional Manager for the Northeast’s New Jersey region, who took delivery of thousands of masks at her house one Saturday. AND then, delivered them throughout three regions! A tough and “ determined” Northeast then worked tirelessly to put our offices in the position to open as quickly and efficiently as possible. Some regions had time to plan while others were literally approved to open overnight. Our dental directors and regional managers took the lead to communicate new SOPs to their teams, so that we could ensure the safety of our staff and our patients. A shout out to Kara Keller, Regional Manager, and the Connecticut team who were so determined to open that they made several late-night Home Depot trips to meet the last second requirements put in place in Connecticut, which required us to seal off parts of the
offices. Not only was this completed that night, but we opened the next day to see our patients in need! As the Northeast fully opens offices throughout the month of June, we will definitely continue to “ exist” , and we will be even stronger than we were in January and February and we will be even stronger than we were in January and February (which were two GREAT months for us). With new safety protocols firmly in place, we are seeing a huge influx of new patients. Many of whom are coming to us because we were there for them when they called with tooth pain, and no one else would answer the call. Currently in the Northeast, our phones are ringing off the hook and we have an impressive volume of patients coming to us for care. We continue to increase our answer and conversion rates and manage our schedules very efficiently. A shout out to Jeff Wingf ield, Regional Manager, Dr. Lorne Yasbin, Dental Director, and our entire Maryland North region and team who opened offices; and, after just one week, we are seeing as many patients as we were before the COVID-19 health crisis. That team has also experienced the best call answer rate in years. Great job focusing on helping our patients! Thank you, Northeast team, for your tenacity, commitment, and positive, can-do attitude. We will definitely continue to work together to keep this outstanding momentum going throughout the summer, and beyond.
Orthodontics Division
Heads or Tails? Which Side of the Coin Will You Choose? One of my favorite sayings is “there are two sides to every coin.” During the last three months, I’ve had the opportunity to apply this saying more often than ever.
Eduardo Laventman Division Vice President Orthodontics elaventman@dentalcarealliance.com
HEADS. On one side, we were faced with an unconventional situation that led all of our practices to shut down, fear for the health of our patients, staff members and our family; and, to a certain degree, left us uncertain about the future of our business. TAILS. But looking at the other side of the coin, the one that I want to focus on, we find an uncommon and unforeseen situation provided us the opportunity to do a lot of things. To improvise and change our business model literally from one day to the next. To come together as a support organization, and focus on the necessary steps we needed to take immediately, and in the future, so that we can all return to the workplaces we love. To realize early on that we will need to be prepared with PPE, SOPs, and a communication channel accessible to the entire company. We realized that some very tough decisions would need to be made. Even so, we were able to assist our DCA family members, while on temporary furlough, with benefit coverage through the end of June. While doing all of this, something happened...We started to adapt. We used technology like we never used it before, and focus our efforts into re-opening our practices, little by little, and based on each states, mandates and regulations. Throughout all of this, the most inspiring thing is how our team reacted. Our Orthodontics team came together
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as a unit, increased our communication and realized the power of working together. The amount of calls from providers and staff members offering help was immense, and the willingness to work together and be able to return safely to work for our community was unbelievable. On May 1, all practices in the Orthodontics division were closed. By the end of the same month, we were back with 100% of our practices fully open. It’s hard to convey how proud I am to be able to lead this division and the team members in it. I welcome everyone to join me on this side of the coin.
26 DCA INSIDER / JUNE 2020
Southeast Division
Defining a New Era of Leadership and Teamwork in the Southeast When I first began my transition to Division Vice President of the Southeast, back on February 7, I never would have believed that just over a month later, hygiene would cease as a result of an unprecedented global pandemic.
Nicole Lipp Division Vice President Southeast nlipp@dentalcarealliance.com
Photo Top Right: Dr. Stephen Price of Dental Associates of Northern Virginia in Burke helping INOVA hospital network with dental emergencies.
What a way to start a new position! Despite my new position’s unfortunate timing, I was thankful to be allotted just enough time pre-COVID-19 to travel and meet the people who would later work ceaselessly to keep this division strong. We are company focused not only on our patients’ wellbeing, but our employees, and I am so thankful that I was able to connect with my team in person so that I could later picture their faces on our plentiful Zoom conferences. While we don’t usually enable the video on our Zooms (most likely due to all the hair salons being closed), I have become very accustomed to speaking to my two large monitors as if they were actual people. While there have been many crises that our industry has faced before, it is how we survive and forge ahead that we define ourselves – and I could not be more fortunate to be forging ahead with the Southeast team. Together, we have crafted a spirited working relationship these past few months and worked tirelessly to keep every member motivated, engaged, appreciated, and most especially safe. Our regional managers handled this crisis with extraordinary grace and perseverance. As the crisis developed and our workforce dwindled, the dental directors were in constant communication with the Dentists, the
RMs, and myself to stay on top of state guidelines and keep this division resilient. These past few months, it has felt as though our dentists and team members were working on the front lines of a war zone. They offered emergent care to our patients that kept them both out of pain and out of the emergency rooms where COVID-19 ran rampant. Drs. Michelle Mattioli, Steve Price, and Gene Witkin led the charge by consistently showing true leadership throughout the peak of the crisis while reassuring the doctors and hygienists of their prioritized safety upon their return to the offices. The words “ thank you” are simply not enough to convey the gratitude and respect I have for this team’s incredible work ethic during this period of uncertainty. I am grateful, humbled and amazed by the strength of this division, and am so proud to continue to work with the people who have made the unthinkable possible. Together with the dental directors and regional managers, we have managed our way through what is hopefully the worst of this crisis. As we re-open our practices and bring back our furloughed team members, we look to rebuild our practices and teams in remembrance of the idea that we are always #StrongerTogether, and now even Stronger Than EVER.
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 Vice President, Real Estate & Strategic Initiatives 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. Richard Capilla Chief Technology Officer rcapilla@dentalcarealliance.com 941.955.3150 (007546)
Matt Thiel Vice President, Analytics & Revenue Programs mthiel@dentalcarealliance.com 941.955.3150 (002309)
Provides flexible and innovative learning and growth opportunities to support our commitment to employee development, partnership and enrichment. Marie-Line Rigaud Director of Training & Organizational Development mrigaud@dentalcarealliance.com 305.274.2499 (008016)
Positions DCA as an action-oriented thought leader, commited to exploring and implementing the latest in clinical technological advances in the dental industry.
Creates exceptional clinical value to the practice and effectively communicates treatment plans with patients. Constructive coaching helps create healthy smiles for life. Glory Grossbard Vice President, Hygiene & Practice Development ggrossbard@dentalcarealliance.com 786.298.7853
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 Garth McMullen Vice President, Talent Acquisition gmcmullen@dentalcarealliance.com
Dr. Bryan Laskin Clinical Innovations blaskin@dentalcarealliance.com 763.290.0004
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)
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
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)
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Seeks, establishes and maintains partnerships with the best manufacturers in the dental industry, to ensure all DCA-affiliated practices have access to the highest quality supplies at a significant discount.
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.
Jerry RobletoRivas Manager, Procurement jrobletorivas@dentalcarealliance.com 941.955.3150 (002320)
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)
DCA INSIDER / JUNE 2020 28
Procuring Personal Protective Equipment
Ensuring Our Teams Are Prepared to Safely Serve Smiles In today’s challenging, dynamic supply chain industry, your DCA Procurement team is working tirelessly to help deliver critical PPE, dental supplies orders, and to maintain our Practice First support.
Jerry RobletoRivas Procurement Manager jrobletorivas@dentalcarealliance.com
For the last several months, we have been working to source, procure and deliver the proper personal protective equipment (PPE), to ensure our practices are prepared and safe for reopening. Rachel Black, our lead buyer, has worked on many projects to sustain our offices. One of these projects was to procure the UV sterilizer and the Fit Testing Kits. Acquiring these items was a huge hurdle to overcome due to supply and demand. However, she was able to find suppliers and support the organization’s operational demands. James Jean-Louis, our second buyer, has also been actively engaged in
necessary supplies to our doctors and staff. Even with these wins, our main supplier for PPE wasn’t able to meet DCA’s needs. The procurement team mobilized to identify new suppliers for glove, mask, face shields, and other critical PPE to ensure the offices performing emergency dentistry had the necessary protection for our doctors and staff. They tirelessly continued to secure PPE for when the offices were able to reopen completely. They were innovative, partnering with DSG, one of our laboratory suppliers, to establish a DCA fulfillment operation
supporting COVID-19 operations. As the supply chain collapsed in every market of the world, the procurement team mobilized and identified new suppliers for gloves, masks, face shields, and other PPE items to ensure the offices performing emergency dentistry, to protect our doctors and staff. To ensure the demands of our offices were met, procurement partnered with Dental Service Group (DSG), one of our laboratory supplier, to establish a DCA fulfillment operation to be able to store and send out the
to be able to store and send out the necessary supplier to our doctors and staff. Lastly, the team continues to provide customer support for all of our offices. Since March, your procurement team has managed over 17,000 orders. I am very proud of our team standing #strongertogether and supporting the organization during this pandemic. I know that we will continue to grow, improve our services, and provide great customer service to the organization.
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Attracting and Retaining the Best Talent
DCA Welcomes Garth McMullen Dental Care Alliance recently welcomed Garth McMullen to the family, to lead our talent acquisition and retention team. He has been onboarding over the last several weeks, meeting with key leaders, and quickly coming up to speed on our business and respective recruiting goals. Garth’s experience is extensive, spanning over 30 years in 40 countries, with increasing responsibilities within the talent acquisition and strategy disciplines. Incorporating a blend of corporate and agency talent acquisition, talent management, succession planning, retention, and talent demand planning, Garth’s contributions have been made as a Global Talent Acquisition Lead, Director of Talent Acquisition and as a Vice
on discovering, developing innovative medicines that help patients prevail over serious diseases. Having recruited within Bio-pharma, Insurance, IT, Finance & Professional Services, Hospitality and Retail settings, it was within the Dental Services vertical that Garth considers as the best years in his career. To that end, given DCA’s focus on patient and employee well-being, innovation, and strategic
President of Talent. Most recently, Garth served as the Global Director of Talent Acquisition for Bristol Myers Squibb, and led a team of 14 talent acquisition professionals focusing on cultivating and recruiting of talent for the research and development business unit. Specifically, his team recruited for MD’s PhD’s, PharmD’s, Research Scientists, Biometrics professionals, Global Database Development Managers, Regulatory and Drug Safety professionals as well as Executive leadership with an emphasis
growth, Garth is an excellent addition to the Dental Care Alliance family. His vision and values align with DCA’s, and he is enormously excited to support the continued success of Dental Care Alliance. A University of Florida graduate (go Gators), avid reader, traveler, golfer, beach-goer, and resident of Manatee County since 1993, Garth enjoys spending time with his wife Stephanie, their 4-legged furry son Sammy, and his parents, who live a short 5-minute drive away on the west coast of Florida.
These are unprecedented times for many reasons. Certainly an environment that no one could have foreseen. It is a very interesting time to join a new organization. That stated, I’ve found everyone that I’ve met with through my onboarding to be authentic in their message of welcoming me to the DCA family. All of the team members that I’ve interacted with demonstrate the DCA motto of “Stronger Together.” I’m truly energized by the collective nature of continued strategic growth in an inclusive environment that mirrors the communities that we serve. Already, there are several areas of focus for the talent acquisition and retention team that I believe we can enhance. Specifically, developing a total talent solution via optimizing the use of our technology, the iCIMS applicant tracking system, driving talent acquisition performance through data & analytics and sharing analyses with stakeholders, tracking ROI on sources of hire ultimately lending itself to helping us build a more innovative, robust talent strategy. I’m truly looking forward to collaborating with each of you across the DCA family in building a culture of talent acquisition and retention.
Garth McMullen Vice President, Talent Acquisition & Retention gmcmullen@dentalcarealliance.com
30 DCA INSIDER / JUNE 2020
Unleash Potential
Choosing your Mindset in Challenging Times “Becoming is better than being.” Carol S. Dweck
Marie-Line Rigaud Director of Training and Organizational Development mrigaud@dentalcarealliance.com
From one day to the next, the world as we know it has changed. We have returned to work after months of quarantine, feeling anxious, disoriented, and facing a world we barely recognize. A surreal landscape filled with people wearing masks, practicing social distancing and remaining apart from those whom we care for the most. A basic need that is hardwired into who we are as human beings. Clearly, the Coronavirus has and will continue to have an impact on the future and our reality. But this is not the time to throw our hands up in the air, to feel defeated, or discouraged. We will not allow this virus to define us. Instead of falling prey to feelings of futility and disempowerment, we must work deliberately to eliminate those thoughts. The ones that urge us to believe that the limit of our present views is the limit of our possibilities. As with all adversity, this is the time to demonstrate resiliency and to tap into the power within to overcome obstacles
and challenges. We must choose to continue to grow, develop, and unleash our potential as human beings, and as our industry’s best dental healthcare professionals. Dr. Carol Dweck, and American psychologist and world-renowned Professor of Psychology at Stanford University, developed a model that I often refer to when I feel challenged or limited. After decades of research, she unearthed a simple, yet groundbreaking concept: the power of the mindset, which is detailed in her book, Mindset: The New Psychology of Success, originally published in 2006. Within, she introduces two mindsets: fixed and growth. First, let us define mindset. “ Your mindset is your collection of thoughts and beliefs that shape your thoughts and habits”. In her book, Dr. Dweck explains that it is not only personality, or talent that influences success or failure; it is the way we view our abilities and ourselves,” describes Dweck.
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What can YOU do to develop a Growth Mindset? • We all express a certain level of a fixed mindset. The first step is to recognize, explore and understand it. • Be vigilant as to how you react to different situations and challenges.
Below is a brief overview of the model and some of the actions that we can take as we look to choose our mindsets and unleash our potential.
Fixed People with fixed mindsets believe:
Growth People with growth mindsets believe:
• Identify some of the topics that trigger a fixed mindset.
• Skills, intelligence and talents are pre-determined
• You have the capacity to learn, grow, & develop your skills
• Failure should be avoided
• Failure is a valuable lesson.
• Explore your insecurities head on. They are here to help you see your areas of growth.
• Some people are naturally good at things while others are not
• People are good at certain things because they build & develop that ability.
• You are not in control of your abilities
• You are in control of your abilities
• View challenges as opportunities. • Do not let failure define you. You are naturally resilient. • Welcome criticism. Mindsets are learned. It takes time to be unlearned. • Create a plan to nurture a growth mindset. • See the success of others as a model to follow. • Cultivate a sense of purpose. • Keep creating new goals. Expanding your capabilities. • Keep learning. • Most importantly, be patient and be kind to yourself. Please remember, the only purpose discouraging feelings and thoughts serve is to keep your mind focused on what you cannot do, on what is wrong, on what is not working. It does not leave room for you to discover what is possible – for what you can do. Choose your mindset, choose your destiny. More to come on this important program. Please look for more information and plan to join me in the future, as I put this course out to all of our team members. In the meantime, be sure to check out the DCA Career Academy and DCA Learning for the latest in dental healthcare continuing education and development.
Individuals with fixed mindsets see eff or t as diff icult and something you do when you are not that good.
Individuals with growth mindsets are focused on the process of get ting bet ter. Continuous effort.
Individuals with fixed mindsets tend to back down and avoid challenges .
Individuals with growth mindsets tend to embrace challenges and persevere.
Individuals with fixed mindsets get discouraged when making mistakes and avoid them.
Individuals with growth mindsets see mistakes as learning oppor tunities and ways to improve.
Individuals with fixed mindsets get defensive, take it personally. Ignore useful criticism/feedback .
Individuals with growth mindsets appreciate the feedback and learn from criticism.
Optional, Free Continuing Education Opportunities
https://dentalcarealliance.elogiclearning.com
dcalearning.com
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
DCA INSIDER / JUNE 2020 33
Our Greatest Resource
Supporting DCA Team Members in the Time of COVID-19 To say that times are strange would be an understatement. Life as we know it may never be the same.
Steve Duval Vice President, Human Resources sduval@dentalcarealliance.com
The activities we once did without much thought, like backyard BBQ’s, evenings out with friends, and family gatherings are what we have come to miss the most. The way we conduct business, travel, and socially interact has undergone a transformation that no one could have predicted. Dental Care Alliance committed to paying medical premiums for furloughed employees from April through the end of June, as they try to navigate the uncertainties of unemployment. The Human Resources Department, along with other support center departments, have been working diligently to assist our employees on furlough through this difficult time. The HR team outlined, on our COVID19-specific D.I.C.E. page, the links to file an unemployment claim in each operating state. An HR-focused help line was immediately established to assist employees in filing initial claims, as well as answer any employment related questions.Collaborating
with communications, we provided continuous up-to-date information regarding the 2020 Cares Act, answers to your most frequently asked questions, and information regarding our Employee Assistance Program (EAP) and TELADOC telemedicine benefit. Going forward, the organization has implemented the Reopening Playbook and SOP, operational guides, OSHA and CDC training, and the Safe Smile Initiative, all designed to keep our most valuable resources safe – our trusted teams. Our focus continues to be the employees of DCA and our affiliated practices and patients. As our roles, both at home and work, continue to shift, we will remain successful with innovative ideas, a commitment to teamwork, and a vision for the future. For the employees who remained to address emergency patient needs and those who have been able to return to work, we extend our greatest appreciation. We are truly stronger than ever.
34 DCA INSIDER / JUNE 2020
Benefits Corner NEW BENEFI T S
Transitions Retiree Benefit Group – Support for the Entire Workforce One of the resources is support for team members and their families from Transitions Retiree Benefit Group (). This is an educational resource that allows team members to be better informed and prepared as they and/or their families approach retirement age. DCA provides full support to help prepare individuals and their loved ones for important life events such as: •
Caregiver support
•
Eldercare resources
•
Long-term care and chronic needs planning
•
COBRA options and portability of benefits
•
Life insurance and expense planning
•
Maximizing Social Security
•
Understanding Medicare and enrollment
•
Retirement preparedness and planning
•
VA benefits
•
Prescription planning
•
Assisted living services
Hinge Health – Innovative Digital Exercise Therapy Benefit to Help Ease Joint Pain Dental Care Alliance is partnering with Hinge Health to provide a new benefit that will help you get back to the activities you love. Hinge Health offers innovative digital programs for back, knee, and hip pain in easy-to-do, 15-minute exercise therapy sessions. Join the thousands of people who have reduced their pain by 69% on average. Click here to learn more and apply. Once enrolled in the Hinge Health program, you’ll receive a Welcome Kit, which includes a tablet computer and wearable motion sensors that’ll guide you through the exercises. You’ll also be connected with your personal health coach who will tailor the program to your needs and be with you every step of the way. Best of all, this program is available for free to all DCA employees and your family members enrolled in or covered by DCA’s Blue Cross Blue Shield medical plan.
This is a benefit for all ages and stages of life; and, is available to all team members and your loved ones. Please feel free to share this important information with your family. When calling, please have the caller provide your name and the name of your employer, Dental Care Alliance. From there, they can access our services and national network of providers. Transitions RBG is free to all employees and their families
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.
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Contacts & Resources Confidential Employee Assistance Program Life’s not always easy. Sometimes a personal or professional issue can aff ect your work, health and general well-being. You often turn to family or friends for support. But sometimes that’s not enough. Sometimes you need an experienced professional to talk with to know you’re not alone. 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 lifest yles and work and life transitions . For access, call (800) 316 -2796 or visit ht tp://www.mutualofomaha.com/eap When calling or logging into the website, individuals will be asked to verif y 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. Start today by calling (800) 316-2796 for confidential consultation and resource services, 24 hours a day, seven days a week.
DCA group policy number: G000-AYDX.
DCA Benefits Team dcabenefits@dentalcarealliance.com (941) 359-8492 https://bit.ly/DCA_BenefitsCorner
bSwift – Benefits Portal http://www.dentalcarealliance.bswift.com/
Kronos – HRIS (Human Resources Information System) https://dentalcarealliance.kronos.net/wfc/logon
www.VoyaRetirementPlans.com
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 to get started EPO/PPO details HDHP details
36 DCA INSIDER / JUNE 2020
Marketing Through the Crisis & Beyond As we all entered unprecedented times and grappled with the rapid changes brought on by the pandemic, the DCA Marketing team worked closely with our leadership and field teams to provide support in multiple areas; communicating with our existing patients and attracting new patients to our practices for needed emergency care.
Shawn Wherry Vice President, Marketing sduval@dentalcarealliance.com
We contacted more than 3,000 area Hospital ERs and Urgent Care Centers, launched aggressive emergencyfocused digital marketing campaigns, and provided needed outdoor and in-house signage for consistent messaging and awareness. We helped launch DCA’s Safe Smiles Initiative to give guidance to our practice teams and patients in this new normal. Despite conserving our marketing spend during this crisis, we have seen a significant increase in marketing call volumes and new patient opportunities compared to the same time in 2019. Online New Patient self scheduling has been turned back on, and we are seeing a positive response with online appointment bookings climbing daily. A tremendous opportunity lies before us if we are able to meet the demand in the communities we serve – deliver safe smiles to more patients than ever before.
3,000+ HOSPITAL EMERGENCY ROOMS AND URGENT CARE CENTERS CONTACTED THROUGH THE #DENTALER CAMPAIGN
#DentalER Marketing Today The DCA Marketing Team is prepared to restart our marketing efforts where we will have the greatest impact and chances for successful return on our investments. In order to be strategic, effective and efficient with our resources and marketing dollars, we have outlined minimum guidelines that need to be considered before a marketing restart. We will be working closely with the Regional Operations teams to review multiple performance metrics and
scheduling practices before adding additional marketing for individual practices or groups. Once we are ready to add additional marketing, we will prioritize digital marketing campaigns and pay-per-click advertising before other marketing channels. You can read more about our Marketing Restart plans in the Marketing Section on D.I.C.E. We look forward to a bright and busy second half of 2020!
New Marketing Guidelines Before additional marketing investments are made, offices will need to meet the following guidelines and criteria:
• Minimum82%Call Answer Rates • Minimumof 50%New Call Conversion Rates • Online Scheduling/Smart Scheduling templates with immediate NPavailability • Outside Referral Marketing Plans with Tracking in Place for Specialty Practices
38 DCA INSIDER / JUNE 2020
Safe Smiles Initiative DCA has launched the Safe Smile Initiative – a multi-faceted campaign that unites all DCAsupported practices as we move forward to welcome our teams and patients back to our practices.
Our collective commitment to safe practices and compassionate patient care bonds us all under a common purpose, and the Safe Smile Initiative gives voice to that purpose. There is strength and support in our numbers! We’ve asked all offices to submit pictures in their full PPEs with a dedicated Safe Smiles Initiative sign so that we may spread the word to our patients and the communities we serve. If you haven’t sent in a team photo yet, please do so as soon as possible. You can find your office sign on D.I.C.E., and all pictures can be sent to DCAMarketing@dentalcarealliance. com. Reassuring our patients and our teams of our commitment to safety is essential for our business to thrive in these challenging times. To further support the initiative, we have created a dedicated Safe Smiles webpage, and developed corresponding safety messaging for all supported practice websites, social media and patient communications. We also filmed a video to help patients see what the new appointment procedures will be like when they visit our offices.
Photos from Top: Dr. Ritholtz and team member of PDA Dental, Dr. Eileen Buckle of Main Street Dental & Orthodontics Havre De Grace office, and the Imagix Dental Team of Alpharetta.
Under Our Masks We Smile
40 DCA INSIDER / JUNE 2020
Providing a safe environment and experience for the patients and communities that we serve Dental Care Alliance has partnered with dentists around the country in an effort to provide step-by-step processes and training on new protocols to operate safely in the wake of the COVID-19 crisis. The Safe Smiles Initiative delivers the tools needed to confidently protect our staff, patients, and communities. Providing a safe environment for stress-free dental care remains our top priority. Patients can visit any DCA-affiliated practice with confidence that our teams are delivering Safe Smiles today and every day.
Sterilization + Infection Control
Personal Protective Equipment (PPE)
Patient Monitoring + Precautions
Staff clean and disinfect surfaces throughout each office following OSHAand CDCguidelines. Social distancing, physical barriers, and protocols have been put into place to restrict contact. Staff must wash their hands frequently while hand sanitizer and hydrogen peroxide rinse will help protect patients.
All employees will use the recommended PPEfor his/her role including face and eye protection, gloves, gowns, and surgical mask or respirator. The highest level of PPE available will be used when treating patients to reduce the risk of exposure
All patients must wear a mask or face covering and be screened using the Safe Smiles Initiative COVID-19 Screening Questionnaire. Patients and their companions will have their temperature checked and the appointment may be rescheduled if safety critera are not met. Patients will be asked to wait in their cars or outside until the doctor or hygienist is ready for them.
Training and Resources
Office Support
Team Member Monitoring
Live training sessions have been created to ensure compliance with all the Safe Smiles operating procedures including infection control, disinfectant product use, social distancing, PPE use, and health criteria. Successful completion of the full training suite is required for all team members prior to seeing patients.
We have developed a comprehensive playbook to allow our supported practices to safely welcome back staff and patients. Our teamis working hard to provide up-to-date information, guidelines, and patient communications to ensure everyone’s safety.
Office teammembers will be screened twice a day and temperatures will be recorded by the Office Manager to ensure compliance. Employees experiencing flu-like symptoms (i.e. fever, cough, sore throat, muscle ache) will be told to stay home fromwork or sent home immediately. Employees can return once symptoms have been resolved.
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The Safe Smiles Initiative dedicated webpage Campaign creative used in social posts and ads at the brand / office level
“
Patient-facing videos branded for each DCA supported office brand to be featured on social sites. Two versions were created a video, and a graphic animated version.
I amhumbled at the care we’ve been able to provide to our communities in need, as we remain open to emergencies during this crucial time.” Dr. Emily Relk in, Advanced Dental Care, Clearwater, Florida
#SafelyServingSmiles
A New Appointment Experience Patient-facing video for appointments has been shared through our social media and websites
42 DCA INSIDER / JUNE 2020
As Dental Practices Resume Operations, DCA Offers Continued Compliance Guidance As dental practices began to reopen in states where government mandated restrictions on citizens and businesses were lifted, the U.S. Centers for Disease Control and Prevention (CDC) released its Interim Infection Prevention and Control Guidance for Dental Settings During the COVID-19 Response with guidance for resuming non-emergency dental care during the COVID-19 pandemic. These updates include expanded recommendations for provision of dental care to patients, as
includes many recommendations covering other patient interactions before, during, and after dental appointments. In response to the latest guidelines issued with respect to wearing of N95 or KN95 masks during procedures generating aerosols, DCA has also developed a Respiratory Protection Program. This program will apply to all employees who will be wearing KN95 or N95 masks for infection control purposes during normal work operations and during non-routine
well as new information regarding patient management; administrative, engineering, and work practice controls; sterilization, and disinfection. The Occupational Safety and Health Administration (OSHA) also recently issued Guidance for Dentistry Workers and Employers. The recommendations are advisory in nature, informational in content, and are intended to assist employers in providing a safe and healthful workplace. The OSHA guidance, together with the CDC guidance, builds upon the already strong infection control protocols in place at DCA affiliated dental offices to help protect both the patients and the dental team when re-engaging in providing the full range of oral health care. The interim guidance also
or emergency situations. The purpose of the program is to maximize the protection afforded by respirators when they are used. The program is designed to protect employees by establishing accepted practices for respirator use, providing guidelines for training and respirator selection, and explaining proper storage, use and care of respirators. Guided by the best-available information and resources, DCA will continue to provide recommendations for the health and safety of its affiliated practices’ dental professionals and patients. You can find the most up-todate information about infection prevention and control practices on DCA’s D.I.C.E. page. We will update D.I.C.E. as additional information becomes available.
Before Dental Appointments
During Dental Appointments
After Dental Appointments
•
Dental office staff should screen patients and ask questions about their current health status.
•
Inside the office, things that many people often touch, like toys or magazines, should be removed.
•
•
Patients should have their temperature taken prior to any procedure.
•
Dental staff should wipe down items patients touch, such as pens, clipboards, or furniture.
•
Patients should be asked to bring and wear their own masks upon arrival at the dental office, particularly in states or cities that mandate the wearing of masks in public.
•
Dentists and team members should use appropriate personal protective equipment such as masks, gloves, and face shields.
•
Dental health care personnel should practice strict adherence to hand hygiene, including: before and after contact with patients; after contact with contaminated surfaces or equipment; and after removing PPE.
The safety and health of patients and the dental team has been, and will always be, the foremost priority for DCA and its affiliated practices.
David Quigley General Counsel dquigley@dentalcarealliance.com
1. https://www.cdc.gov/Coronavirus/2019-ncov/hcp/dental-settings.html 2. https://www.osha.gov/SLTC/COVID-19/dentistry.html
Staff should thoroughly clean the areas where patients have been, using disinfectants that are effective against the virus that causes COVID-19.
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Supporting the Practice in Collections and Open Insurance Claims During April and May, when we had limited offices open, DCA assembled a special team to focus on AR, to do everything in our power to keep cash collections coming in to the offices.
David Neal Vice President, Revenue Cycle dneal@dentalcarealliance.com
The AR SWAT Team, as they were referred to, was a dedicated team working on AR for open insurance claims. This team’s members were nominated by their regional managers and worked AR until they were called back to their respective positions as the offices were re-opened. The AR SWAT Team was able to collect $3M to date which has been a big help to the offices’ cash flow. As you may or may not know, historically, there has been limited visibility on the efforts made at the practice level to reduce outstanding AR. The Revenue Cycle Management Portal was created for the SWAT Team as a single platform to organize the AR initiative, when we were open on a limited basis. Now, as we reopen, we have modified the Revenue Cycle Management Portal for office teams to work on their patient and insurance receivables, which will provide greater visibility to the collection efforts taking place in the field. This web tool was piloted for insurance claims. With its recent success, patient balances were also integrated into the system, resulting in what will be a standardized companywide AR management solution. The training team has created a short, video on how to utilize the Revenue Cycle Management Portal which can be referenced on the DCA Career Academy website. Currently, all Denticon and QSI patient receivables records are included in the data set. Affiliates’ practice management systems are under review for integration as well. All trained office teams are expected to use the revenue cycle portal as the tool for working receivables and transition away from reports in their practice management system or other sources. Thanks to everyone who helped
We recently launched the Revenue Cycle Management Portal for all offices using Denticon and QSI. All offices using other practice management systems are expected to be integrated in the near future. Check out important training information and other helpful resources on the Revenue Cycle page on D.I.C.E..
DOLLARS COLLECTED BY THE AR SWAT TEAM HELPING CASH FLOW FOR OFFICES create the portal, Danny Burke, Rob Harris, and Nicole Chaulsett. And, most importantly, thank you to the AR SWAT Team members and off ices for work ing the AR so diligently and collecting $3M!
44 DCA INSIDER / JUNE 2020
Protecting Our Business in the Time of COVID-19 Hackers are taking advantage of this
It is critical that we all remain vigilant with the escalated level of cybercriminal activity occurring during the COVID-19 crisis.
crisis, as cybersecurity experts have tracked a rise in online scams related to the novel Coronavirus. Using concerns about the health crisis, hackers have launched deceptive email tactics and fraudulent websites related to the pandemic. Their goal is to convince you to click a fraudulent website link that may include a computer virus or trick you into submitting your personal DCA user account information. The FBI has issued alerts regarding
Jason Chaff in Chief Information Officer jchaffin@dentalcarealliance.com
scams related to fake donations,
At DCA, we have enhanced cybersecurity
Coronavirus cures and expedited
solutions in place to monitor and detect
stimulus checks. Google announced
cybercriminal activity. These solutions
that it blocked 18 million daily malware and
are in place to protect our three most
phishing emails related to COVID-19, in
vulnerable areas we interact: email,
addition to more than 240 million COVID-19-
computers, and our internet connectivity.
related spam messages. The Federal Trade
These cybersecurity solutions are
Commission has reported that Coronavirus-
designed to identify hacking attempts
related scams have cost Americans more
and help protect you, our computer
than $33 million so far this year.
systems and employee/patient data.
Cybersecurity solutions continue to expand their capabilities to enhance safety, but it’s each of our responsibility to remain on high alert to any hacking attempts. We are using more technology every day to perform routine work. As we use technology tools, cybersecurity is an increasingly major issue and we are all aware of the risks and threats presented by hackers. Please remain alert to hacking attempts as you utilize computers, email, and internet resources.
18MILLION COVID-19 RELATED PHISHING EMAILS BLOCKED BY GOOGLE DCA Support Services 941.552.2400 support@dentalcarealliance.com
Strive to be a Cybersecurity Champion Security is everyone’s responsibility and DCA is committed to providing the tools & education to make you a cybersecurity champion! •
Be suspicious of emails, phone calls, or messages from people you don’t know, trying to get your attention with information on timely topics, like COVID-19.
•
Always check website addresses before clicking on the link. Hackers are creating sites that look like official healthcare institutions and online retailers.
•
Use strong and unique passwords for your accounts.
•
If you have any questions around whether you are being targeted by a cybercriminal, please contact the DCA Help Desk for assistance.
3 About Teledentistry K E Y T H IN G S DentistsNeedToKnow
46 DCA INSIDER / JUNE 2020
To Survive
The COVID-19 Pandemic While teledentistry has been growing steadily over the last few years, the ongoing COVID-19 pandemic has thrust teledentistry into the spotlight as the “must have� technology to care for our patients while maintaining social distancing.
Bryan Laskin Chief Innovation Officer blaskin@dentalcarealliance.com
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Understandably, dentists are confused as to what teledentistry is, how to get going and how to use it to elevate their care and profitability. The good news is that while having your dental office closed will never be the same as being open, teledentistry is a great way to massively increase efficiency, wow your patients, and bring in revenue if done correctly. So, with that goal let’s dive into the basics of this rapidly developing technology.
What exactly is teledentistry? Teledentistry is a rather broad term that encompasses several ways that we can communicate remotely with our patients. But as you’ll learn, not every method of practicing teledentistry is the same. So, let ’s break down the term into the three subsets of teledentistry to make the overall term make more sense.
1
Asynchronous Communication
refers to the style of communication that does not require the parties to be communicating at the same time. Think of texting or Facebook Messenger. Patients and dental teams can send text, video or images back and forth. This is, not surprisingly, the most commonly used form of teledentistry for offices, and most preferred by dentists... just like texting is the preferred mode of communication today for most people. Secure, asynchronous communication allows us to have a written record that gets uploaded into our practice management system, such as Eaglesoft, for easy documentation. Typically, this form of teledentistry is
used to either triage emergency calls, so you can get patients scheduled appropriately without having to take a phone call, or as a marketing opportunity to evaluate peoples’ smiles prior to coming into the office. Asynchronous teledentistry is an easy and effective tool in determining whether a case is a dental emergency during the COVID-19 pandemic.
Benefits to asynchronous teledentistry include: •
Huge time savings.
•
Ability to think, review and respond.
•
Higher quality video and images.
•
Ability to leverage your team to help triage cases.
•
Ability to save video, images and text in your practice management system.
•
No additional software downloads required by patient, keeping things simple.
•
Embed on your website.
Limitations to asynchronous teledentistry: •
Slower response time between parties (not instant).
2
Synchronous Communication
is another popular form of teledentistry that requires both parties to be talking at the same time. This is similar to secure web-conferencing that works like Zoom or FaceTime. Typically, synchronous communication works best when dental professionals are working together, like a web conference. For example, remote dentistry where a hygienist goes into a nursing home to provide care, the dentist and hygienist can work together to provide the best care
possible over a live stream by actively working together on the case. Dental of fices should be careful when they look to incorporate synchronous communication, as it can easily become burdensome on the team, and most of us do not want to video chat with our patients when we are not in the of fice. .. And they may not want to video chat with us either.
Benefits to synchronous teledentistry: •
Instant back and forth communication with providers.
Limitations to synchronous teledentistry: • • •
More time consuming. Hard to coordinate and schedule. Doesn’t remove the need for an office visit.
3
Definitive Care
is important to segment out as a separate category of teledentistry, even though it can be composed of either asynchronous and/or synchronous communication. The reason why this is a complete category on its own is that many times asynchronous or synchronous communication can be leveraged to market your practice, coordinate in care or in emergency triaging, but staying clear of providing definitive treatment. Services like SmileDirectClub have popularized the definitive care usage of teledentistry, which has elicited the counter response by many state dental boards preventing this type of teledentistry. So, unless you are planning on providing definitive care through your teledentistry services, it is important that you, your team and your patients know how you are using the technology.
48 DCA INSIDER / JUNE 2020
20%
OF AMERICAN ADULTS DELAY DENTAL CARE DUE TO ANXIETY
Teledentistry is higher quality, more profitable dental care.
Once offices start using teledentistry, like several technologies in dentistry, it is hard to go back to the “old way.� When you can visualize patient issues prior to appointing them, most of us know more accurately how to schedule patients for final data collection and treatment planning. This saves the patient and the office time. Possibly more important, teledentistry is a safe, easy way to reach out to the over 20% of American adults that have delayed dental care, due to anxiety.
Many times, new patients are out there, feeling embarrassed and ashamed about their oral condition. Guiding patients through simple photo and video collection that they pass along to you to review is a much more dignified process than calling or coming into the of fice when scared. In this way, we can reassure patients that we have seen many people in their condition and that they will not be shamed or lectured in our practices.
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What should I look for in a teledentistry platform?
When evaluating teledentistry platforms, make sure that it provides the desired workflow for you, your team and your patients. This is typically asynchronous communication. While the HIPAA regulations have been eased a bit for teledentistry usage during the COVID-19 crisis, it is important to still leverage a HIPAAcompliant teledentistry platform that includes secure email and case collaboration to follow up with patients and referrals. Once you start using a teledentistry platform, it will be hard to
switch, so make sure to start of f right. Complete and accurate documentation and writing dental chart notes is always a challenge in dentistry, and even more so when it comes to consultations outside the of fice. So, also make sure that your teledentistry platform makes it easy to write notes that are integrated with your practice management system and that you have easy access to your schedule, for when you must convert all those teledentistry consults into profit.
The COVID-19 Crisis Accelerates DCA’s Shift to Analytics How long might the crisis last? How quickly can we recover? What can we do to recover more quickly? Analytics gives us the tools to answer some of these most difficult questions, or at least estimate a range of possible outcomes.
Matt Thiel Vice President, Analytics & Revenue Programs mthiel@dentalcarealliance.com
Throughout the crisis, the Analytics team was relied upon to help guide the company through its various stages. First, we were tasked with scoping the total impact of the crisis. Next, we assisted with optimizing operations during the crisis. Most recently, we helped guide DCA’s operations as we reopened from the crisis. Our key area of focus during the reopening phase has been the Appointments Key Metrics Report (available on Tableau through D.I.C.E.’s Analytic Dashboards page). This report combines numerous data sources to provide users insights on appointment volumes, available capacity for Denticon offices, and appointment cancellation and no-show volumes. The basis of the dashboard is a forecast of appointment demand, which combines: 1. Appointments already scheduled 2. Appointments cancelled during the crisis that weren’t rescheduled 3. Visits during the crisis without follow-up 4. New patient and follow-up demand The most challenging piece of the appointment forecast is #4: new patient and follow-up volumes. This piece is estimated by developing a model to
forecast created appointments using a combination of phone calls and visits, which together explain 75% of all the appointments scheduled for DCA. In a simple way, the forecast reinforces what we know to be two of the most important metrics in our business: call answer rate and walkout appointment ratio. These two metrics alone explain 75% of our appointment volumes! Of course the forecast yielded other insights as well. For example, while predicting GP visits, we found that on average, every two hygiene visits result in one GP appointment. This is critical, as any bottlenecks in hygiene could have adverse effects on GP volumes. Where this all comes together is our Capacity Logic Tree. This dashboard (Also included in the Appointments
75%
OF APPOINTMENT VOLUMES FOR DCA CAN BE ATTRIBUTED TO A COMBINATION OF OUR CALL ANSWER RATE AND OUR WALKOUT APPOINTMENT RATE
DCA INSIDER / JUNE 2020 51
Overall Summary by Week APPOINTMENTS [BEST ESTIMATE SCENARIO]
Category
Value
4) New Patients/Follow-up Demand 3) Emerg Patients w/out Follow-up 2) Emerg Patients w/out Follow-up 1) Appointments Already Scheduled
The information in this graph is used to estimate total patient demand for appointment hours, which is matched against provider hours to calculate total capacity.
Capacity Logic Tree APPOINTMENTS [BEST ESTIMATE SCENARIO]
The Capacity Logic Tree shows the calculated Capacity Ratio (furthest to the left) and the supporting components that make up the capacity ratio (more detail as you move from left to right). This information illustrates the levers to optimize capacity closest to 100%, balancing supply and demand.
Key Metrics report) combines the appointment demand forecast with the available resources we have to address that demand. The key metric is “Capacity Ratio”, which is calculated as the expected appointment demand divided by provider supply hours. A capacity ratio above 100% indicates missed opportunity (i.e. we don’t have enough provider hours to satisfy the demand). A capacity ratio under 100% indicates unused capacity (i.e. we have more provider hours than we have appointments, and we need to fill schedules). If capacity ratio is above 100%, the Capacity Logic Tree helps guide the user on potential actions. These actions might include adding providers, bringing back providers more quickly, adding columns, or increasing the number of hours per provider. If the capacity ratio is below 100%, the offices can use the “Cancelled Appts for Follow-up” tab to fill schedules. This tab includes a list of patients (including contact information) that had cancelled an appointment during the crisis and had not yet rescheduled. Over the course of the last three weeks we’ve seen demand for appointments significantly exceed supply. However, the offices have responded swiftly and we expect total provider hours to return to pre-crisis levels by the week beginning June 14th. Nonetheless, in the short term, provider hours will likely have to exceed pre-crisis levels in order to fully address the pentup demand for appointments arising from the crisis.
Safely Reopening Our Off ices
Managing A Million Square Feet As we entered March, the Facilities and Real Estate team watched approximately 30 projects, ranging from a countertop replacement to a de novo practice, quickly grind to a halt. In the preceding 18 months, DCA made a big push to bring our facilities up to a higher quality, to create the patient experience our patients are expecting, and to match the quality work from our clinical and office teams.
Chuck Aldrich Director of Facilities & Real Estate caldrich@dentalcarealliance.com
To say COVID-19 was disruptive is an understatement. With our 320+ affiliate practices and Support Center, our physical footprint is an impressive 1.3 million square feet. With that, comes close to 260 landlords, with whom we have agreements. As the practice of dentistry has always been, in mid-March real estate, too, became a 1:1 personal relationship and endeavor. Our department is collaborating closely with many departments including legal, finance, and FP&A, and is reaching out to many of those landlords. Many of our landlord partners showed flexibility and support, demonstrating how everyone was in this together during this crisis. For that, we thank them. This team has learned many important lessons over these past few months and will be working on implementing the appropriate changes, which we have coined as the ‘Bridge to Recovery.’ We believe it will bring substantial improvements, and you will see some beneficial changes.
1.3MILLION SQUARE FEET MAKE UP DCA’S PHYSICAL FOOT PRINT
The Facilities and Real Estate team has had to wear many hats and been able to find different products to help the practices. We are still working on barriers between chairs, new water systems and additional national contracts to help drive down the operations costs of our offices. We are here to help and support you. Please reach out with any needs, or visit us on the Facilities & Real Estate page on D.I.C.E.
DCA INSIDER / JUNE 2020 53
Living in Interesting, But Creative Times Greetings, DCA Family, On behalf of the Business Development team, I hope this note finds you and your loved ones safe, well, and happy. Senator Robert Kennedy delivered a speech in 1966, in which he said, “ Like it or not, we live in interesting times. They are times of danger and uncertainty; but they are also the most creative of any time in the history of mankind.” Fast forward more than half of a century and that quote feels incredibly applicable. While I am certain we all agree that we would prefer things to be as they were before COVID-19, and our hearts feel deeply for all of those that have been impacted. There has been, and will continue to be, good to come from this. As individuals, we have been challenged to solve novel and unique problems, embrace servant leadership, and be there in a time of great need for our communities. As an organization, our ability to work collaboratively, communicate, adapt, and rise to lead has been tested. Undoubtedly, this time has required difficult decisions but it has also served as a shining example of delivering on the covenant we make to support our doctors, teams and practices. We have all witnessed this pandemic have a galvanizing effect whereby, regardless of where one sits, each of us feels a stronger connection to one another and a part of something bigger because of it. This time has also underscored the value of partnership, which is not exclusive to times of prosperity, but also extends to times of adversity such as those in which we find ourselves operating today. It is a steady hand, experience, and leadership that instills confidence in our affiliates’ selection of DCA as their partner of choice and comfort in knowing
they are not going through this alone. Showing up and delivering on our mission and vision in times of need is the ultimate affirmation for our partners and there is no better reference than that. We have been proudly trumpeting this story to prospective affiliates and it is resonating, for good reason. Going forward, we believe a partner with the qualities that DCA embodies will be in great demand; and, our actions leading up to and during this time will provide no better testament to the value of a partnership with DCA, regardless of the environment. On a personal note, these last few months have provided me with something I will treasure forever...time with my wife, Christy, and our boys. Family dinners, conversations, projects, hikes, basketball, whiffle ball, and workouts that were never before as abundant as they are today. I hope everyone has taken advantage of any extra time with your loved ones, as well. It has also afforded the opportunity for our Business Development team to grow closer, a team of which I am very proud and for which I am very thankful. Lastly, I want to express my sincerest thanks to each and every one of you. The manner in which you conduct yourselves as individuals while functioning as teams continues to be truly impressive and most inspiring. Some of you may have heard me say, “companies go as far as their people take them.” You all are DCA’s competitive advantage, and accordingly, the sky’s the limit. Stay safe and stay well.
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 Lakewood Ranch, Bradenton 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 Dunwoody, Atlanta 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
Lake Minnetonka Dental, Wayzata
New Jersey
Blackwood Deptford Voorhees
Annapolis Belair, Abingdon Beltway, Baltimore Columbia Cross Keys, Baltimore Drs. Lasher and Harriman, Waldorf Frederick Oxon Hill Pikesville Steeplechase, Capitol Heights Valley Dental Associates, Owings Mills Westminster
Diamond Spring Dental Associates, Denville Garden State Dental
Main Street Children’s Dentistry & Orthodontics
Dentists’ Office of the Hudson Valley, Lake Katrine Dolson Avenue Dental, Middletown Family Dental Group
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
East Brunswick Newark Roselle Park Toms River
Pediatric Dentistry & Orthodontics of Midland Park Thurm Dental Group
New York
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 / JUNE 2020
Quick Reference Department Contact Information Benefits
005003
dcabenefits@dentalcarealliance.com (941) 359-8492
Central Business Office
007560
Communications
001097
Coupa
008032
Credentialing Contact Center Help
Human Resources
(941) 306-1823
cbo@dentalcarealliance.com
Inclusion & Diversity
inclusion@dentalcarealliance.com
communications@dentalcarealliance.com
Insurance Fee Schedules
007246
feeschedules@dentalcarealliance.com
coupasupport@dentalcarealliance.com
Insurance Plan Entry
007560
insplan@dentalcarealliance.com
credentialing@dentalcareallance.com
Support Services
002400
support.dentalcarealliance.com (941) 552-2400
contactcenterhelp@dentalcarealliance.com
IT, Kronos, LMS, Schedule Changes
DentRite
001800
dentrite@dentalcarealliance.com
Marketing
dcamarketing@dentalcarealliance.com
D.I.C.E.
001097
dice@dentalcarealliance.com
Media Requests
media@dentalcarealliance.com
Patient Satisfaction
patientsatisfaction@dentalcarealliance.com (941) 216-1983
Facility Service
facilities@dentalcarealliance.com
eMaint X4
https://x41.emaint.com/
(Facilities Work Orders)
Procurement
https://www.proleaseweb.com/login.aspx
ProLease Henry Schein Equipment Service
064049
dlhsddca@henryschein.com (800) 645-6594
002320
orders@dentalcarealliance.com
Recruiting
recruitingsec@dentalcarealliance.com
Refunds
refunds@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
Karina Argotte
008028
Claims Rep
Ana Cabiedes
008019
Claims Rep
Lymari Rodriguez
008011
Claims Rep
Cindy McKenzie
008027
Asst. Instructional Designer
Marie-Line Rigaud
008016
Training & Organizational Development Manager (786) 877-6080
Denise Arechavaleta
008030
Systems Manager (305) 710-7245
Dr. Don Gallo
008034
Chief Clinical Officer (786) 972-0458
Dunia Noda
–
Marketing (SE FL) (305) 804-7316
Jeleany Mesa
008029
Payroll Specialist
Jennifer Gomez
008014
Credentialing Coordinator
Ext
Title
Mariella Gomez
–
Marketing (MS FL) (954) 288-5150
Marivel Castillo
008009
Training Admin
Mike Bileca
008005
Pres. of FL Operations & Main St. (305) 773-6251
Ocli Cundins
008006
Business Support
Oscar Irazoque
008024
Payroll Analyst
Full Name
Ext
Title
Shauna Pierce
008010
Payroll Manager (305) 502-5405
Stephanie Gomez
008032
Credentialing Supervisor
Yaritza Gonzalez
008015
Instructional Design Specialist
Zayda Trujillo
008021
Claims Rep
57
We are here to help you. Feel free to contact any member of the DCASupport Teamwith 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
Ext
Title
Full Name
Insurance Coordinator
Christine Moore
Contact Center Coordinator
Christopher Ta
–
Insurance Coordinator
–
Aaron D’Amico
002300
Alberto Suarez
–
Aleida Torres Alex Bardenhagen Alex Pallares
007275
Alice Ricciardi
–
Amanda Stevens
007007
Title
Full Name
050292
Staff Accountant
Erin Widener
002412
Helpdesk Representative I
Erwin Goodwin
007290
Chuck Aldrich
064049
Director of R/E & Facilities
Ester Houlihan
–
Sr. Contact Center Coordinator
Cindy Tomblin
005009
HR Coordinator
Fabian Rojas
002403
Helpdesk Representative I
Senior Data Analyst
Claudia Rubio
007550
Legal Assistant
Fawn Nadler
007561
Special Projects Coordinator
Insurance Coordinator
Claudine Walters
007238
Integration Accounting Manager
Gabriela SmithFranco
007280
DentRite Customer Service
Insights & Engagement Specialist
Colleen Edel
003085
Doctor Administrator
Garth McMullen
-
007386
Assistant Controller
002405
IT Integration Specialist (941) 374-5122
Amber Altiero
–
Insurance Coordinator
Corrine Stoltzfus
Annette Foster
–
Contact Center Coordinator
Cory Ramos
Anthony Caiazzo
001086
Staff Accountant
Anthony Gallant
001099
Digital Marketing Director
April Cutler
007245
Staff Accountant
April Grinchenko
Autumn Rogers
002307 007173
Azure Larsen
–
Barry Ames
007544
Beau Peurifoy Berenice Quintero Hernandez
002415 –
Insurance Coordinator (Verifications) Insurance Data Specialist Insurance Coordinator Dentist Recruiter
Craig Murray
007555
SVP, Real Estate & Strategic Initiatives (857) 272-5156
Crystal Chouinard
007279
Delegated Credentialing Coordinator
D.J. Schlehlein
002402
Systems Administrator
Dale Hockel
007558
Chief Operating Officer (317) 292-4044 Divisional Marketing Director (214) 215-2175
Dan Kasten
Helpdesk Representative 1 Insurance Coordinator
Betsy Layhew
005004
Recruiter
Betty Guarino
60001
Administrative Director - Northeast (973) 634-6277
Betty Munoz
001064
Staff Accountant
Bob Metelko
001093
Staff Accountant
Bobbi Coil
002304
Lead Insurance Coordinator
-
Helpdesk Representative 1
Bryan Weston
Ext
C.J. Nocella
002409
IT Integration Manager (386) 986-0451
Carla Nesta
007257
Lead HR Coordinator
Carol Juliano
007231
Accounts Payable Coordinator
Caroline Ramsdell
001103
Staff Accountant
Caryn Ackerman
007247
Office Manager & Administrative Assistant (Russell Allen)
Catherine Blasko
002401
Executive Assistant (Dr. Matzkin)
Chelsea Thompson
007309
CBO Refund Specialist
Chris Keating
009112
Vice President, Talent Acquisition & Retention (941) 720-7189 Accounting Manager
Glory Grossbard
–
Director of Practice Development (786) 298-7853
Grace Dragotta
007274
Director of Planning & Analysis
Grace Kingdon
007559
Director M&A Process & Diligence
Grady Wilson
–
Greg Lindman
007294
IT Operations Specialist
Heather Brealey
002326
IT Operations Specialist
–
Insurance Coordinator
VP of Business Development (Southeast) (330) 310-6675
007560
VP of Revenue Cycle
Jacobi Dunlap
002423
Jr. Systems Administrator
David Nichols
007542
Board Member (941) 809-5940
James Jean-Louis
001050
Buyer
David Pegg
–
James Murray
001107
Digital Marketing Specialist
Chief Development Officer (610) 304-5029
James Nick
001095
Chief Revenue Officer (920) 265-4362
Jamie Heister
007295
IT Operations Specialist
Janette Arcos
–
David Quigley
007552
General Counsel & Compliance Officer
Debbi Rassel
007272
DentRite Customer Service Supervisor
Jason Chaffin
002417
Debbie Wise
007237
Executive Assistant (J. Rhodes, D. Hockel & M. Olan)
Jason Stover
–
Contact Center Coordinator
Destanee Coppersmith
001096
HR Coordinator
Jeanne Johnston
–
Insurance Coordinator
Digna Mateu
-
CBO Insurance Coordinator
Donel Petrin
007547
Sr. IT Operations Specialist (941) 504-4124
Dr. Craig Abramowitz
–
Executive Vice Chairman (201) 303-5648
002325
Accounts Payable Coordinator
Elizabeth (Beth) Bruns
007256
Accounts Payable Coordinator
Ellen Peacock
007225
Senior Recruiter
Erica Woolard
001089
Marketing Department Manager
Senior Recruiter
Insurance Coordinator
David Neal
Edna Kittendorf
005005
007239
Staff Accountant
VP of Tax
Verifications Team Leader
Christa Bass
Insurance Coordinator
007291
IT Operations Specialist
Insurance Coordinator
–
Danny Burke
009201
007223
Title
Jackie Richards
Eddie Parmenter
Chris Mattern
Gary Martin
Ext
IT Data Entry Clerk Chief Information Officer (615) 585-7095
Jeff Dreels
007271
Employment Manager/Dentist Recruiter (941) 809-5245
Jenifer Woods Lammi
002334
Collections
Jennifer Seeds
010120
Consumer Experience Specialist
58 DCA INSIDER / JUNE 2020
DCA Support Directory Sarasota Support Center | 6240 Lake Osprey Drive | Sarasota, FL 34240 | Main: (941) 955-3150 | Fax: (941) 388-6989 Full Name
Ext
Title
Full Name Matthew Plough
Jerry Rhodes
007557
Chief Executive Officer (484) 678-7466
Jerry RobletoRivas
002320
Procurement Manager
Jessica Savidge
007196
Associate General Counsel
Jessica Torres
002307
Mail Room Coordinator
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
Sr. Staff Accountant
Julian Wilder
002406
Network/Telecom Analyst (941) 376-3746
Justin Cruz
–
Insurance Coordinator
Kandy Butler
–
Insurance Coordinator
Karen Harper
001063
Marketing Operations Specialist
Kate McKinnis
007286
Accounts Payable Coordinator
Keith Taylor
009154
Staff Accountant
Kelly Baker
–
Insurance Coordinator
Full Name
Staff Accountant
Richard Capilla
–
Megan Martin
007233
Assistant Accounting Manager
Meghan Anderson
007240
Human Resources Manager
VP of Analytics & Review Programs
Melissa Fox
–
Melissa Rothenbach
007298
Financial Analyst
Michael Bergelin
001068
Regional Marketing Coordinator
Michael Calder
–
Insurance Coordinator
VP of Business Development (South Central) (720) 581-5668
Michael Duff
002308
Insurance Coordinator
Michael Tremba
002413
IT Help Desk
Michaela Muniz
002362
Director of Insurance Plan Management
Michelle Axberg
–
Insurance Mail Coordinator
Mike Cole
007246
VP of Insurance Plan Management/DentRite (727) 424-2990
–
VP of Business Development (815) 793-3421
Sabian Selmer
001112
Director of Procurement (941) 894-8086
Sandy Goding
007281
Accounts Payable Coordinator
Sarah Jones
002315
Compliance Coordinator
Savannah Newbanks
002422
IT Integration Coordinator
Sean Reinsma
002328
Insurance Coordinator
Senior Benefits Administrator
Leslie Williams
007244
Sr. Accounts Payable Coordinator
Lillian Eeg
007324
Staff Accountant
Neko Cruz Nelly Garcia
007281 – 007220
Administrative Assistant (Credentialing/DentRite) Insurance Coordinator Accounting Clerk (Treasury)
Nick Schorr
003102
Senior Construction Project Manager
Nicole Chaulsett
007553
IT Operations Manager (941) 650-4734
Staff Accountant 007289
IT Operations Specialist
–
Insurance Coordinator
Lisa Altiero
–
Insurance Coordinator
Nicole Soler
Lisa Fonder
–
Insurance Coordinator
Norma Alvarez
–
Contact Center Coordinator
Pam Mitchell
007227
Sr. Staff Accountant
Lisa Liquori
002332
Insurance Coordinator
Patrick Perry
002410
Helpdesk Representative I
Lisa Pallotto
007261
Payroll Manager - Northeast (Evolve Ext. 60009) (201) 739-2260
Paula Walters
007285
Accounts Payable Coordinator
Peter Menke
007252
Staff Accountant II
Phil Phommathep
002404
Helpdesk Representative I
Employment Coordinator
Ryan Zeman
005003
Project Manager (R/E Operations)
005007
Treasury Management Supervisor
Sonia Hayes
007556
Mary Barney
007249
IT Help Desk
Lauren Johnson
Helpdesk Representative I
Chief Financial Officer
002414
Regional Marketing Coordinator
002411
007549
Ruthie Farquharson
Sim Son
001098
Marco Stewart
Russell Allen
Senior Brand Manager 941-376-4501
Kyle Olivarri
Sr. Staff Accountant
Accounts Payable Coordinator
-
Insurance Coordinator
007277
007299
VP of Marketing (941) 914-4768
001077
Manuel Torres
Rosie Chersia
007228
Kim Bastien
Sr. Contact Center Coordinator
Director of Practice Conversions (267) 767-4204
Shawn Wherry
Monica Chouinard
002445
050413
Executive Chairman (941) 809-5944
Human Resources Specialist
Maggie Crymer
Robin Leavitt
007541
001047
Corporate Tax Manager
IT Admin Developer
Mitch Olan
Kendra Bennett
007248
002420
Accounts Payable Coordinator
Molly Benz
Livie Paret
Rob Harris
007260
Director of Communications (317) 741-8842
Accounts Payable Coordinator
CBO Insurance Coordinator
Serifat Bello
001097
006110
–
Chief Technology Officer (941) 266-7940
Assistant Accounting Manager
Kelly Stillman
Lisa Soto
007546
Title
007292
Accounts Payable Coordinator
Lisa Keith
Richard Papaluca
Ext
Mike McGarigle
007288
007235
001084
Title
Matthew Thiel
Kelly McCormick
Linda Quartaro
Ext
Rachel Black Rachel Fielding
001054 007297
Purchasing Coordinator Accounts Payable Coordinator
Ray Lannen
007262
Sr. Financial Analyst
Raygena Bailey
007287
Accounting Clerk (Treasury)
Sonya Francisco
–
Insurance Coordinator
Sophia Eteau
007243
Accounts Payable Coordinator
Stefanie Grossman
001056
Creative Director
Steve Duval
005001
VP of Human Resources (352) 430-4326
Susan Stith
001075
Regional Marketing Coordinator
Talia Pandolfi
007222
Controller (813) 774-2265
Terri Jones
007273
Travel Coordinator
Traci Dunn
007242
Insurance Data Specialist
Tracy Pham
001082
Human Resources Manager
Vickie Arthur
007250
Accounting Clerk (Treasury)
Victoria Rutledge
-
PPC Digital Specialist
William Cole
–
Insurance Coordinator
William Sizemore
001073
Senior Accounts Payable
Zachary Keehner
–
Insurance Coordinator
Zackary Fischer
-
Helpdesk Representative 1
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.
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TEXT HR
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Š2020 Dental Care Alliance. All Rights Reserved. DCA-42-20 June 2020
