DCA Insider ‣ December 2019 by Kelly Stillman

insider December 2019

UNLEA SH POTENTIA

SERVE FIRST MOVE FORWARD IMPROVE LIVES LEAD TOGETHER

EXPECT EXCELLENCE

mission We advance the practice of dentistry by partnering with and supporting

unleash potential

serve first

We make our afﬁliated practices

the rest takes care of itself. Our

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

We always look out for our customer, because when we do, customers can be our afﬁliated practices, other team members, or the patient. No matter the customer, they are always our ﬁrst thought.

alone.

dental professionals to create a lifetime of healthy smiles.

vision To be the trusted partner of choice for

move forward

improve lives

We look for ways to grow with our

We inspire and improve the lives

partners. Our continuous drive

of each other and those in the

to try new things and learn from

communities that we serve. Our

them enables us to improve and

afﬁliated practices and support

innovate.

center are committed to making a difference.

the industry’s best dental professionals.

lead together 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.

expect excellence 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.

Inside the December Issue 2

The Vital Few

33 Dentistry’s Best Clinical Leadership

CEO Message

Opioid Responsible Dentistry

Growing Stronger Together

2019 Milestones

36 Dear Hygeniuses of DCA

Becoming Consumer-Centric

38 Creating Healthy Smiles for Life

Leveraging Analytics to Improve Patient Retention

39 Recognizing the Outstanding

Improving the Payment Experience

It’s Time for a Better, Smarter Path

Living the Values

Fall Fun with DCA

The Average American’s Dentist Selection Process During a Google Search

Marketing Minute

A Support Center Working for You

Putting the Practice First

Working Smarter, Not Harder with DCA Smart Scheduling

Clinical Innovations

Focus on Orthodontic Excellence

Operations Updates

26 Sharpening Your Problem Solving Skills

28 Coupa 29

Taking Time to Celebrate the Team

30 Partner of Choice 31

2019 DCA Dental Hygienist of the Year

32 Denovo Practice Success & Investing in Our Future

Accelerating Your Success Doctor Program

35 Clinical Chat: Preparing for Dentistry in 2020

Hygiene Team at Baystate Dental in Massachusetts

40 DCA Career Academy Expands the Team and Offerings

HR: Celebrating the Heart of DCA

DCA Managers Participate in Problem Solving Workshop

Developing Existing and Emerging Leaders at DCA

Enhanced Learning Management System Compliance Training: Basic Expectations for Safe Care

Flu Season Is Starting: Get Ready Now!

We Reserve the Right to Get Better

Simplifying DCA Support Service Delivery with the Launch of Our New Freshservice Ticketing System

59 DCA Support Directory 52 DCA-Supported Practices BC Your Voice Matters

FOCUSING ON

THE VITAL

FEW

IMPROVE

THE OPERATIONAL SUPPORT OF OUR

CREATE

DENTAL PROFESSIONALS ALLOWING THEM TO OPTIMIZE THEIR CAPABILITIES TO PROVIDE HIGH QUALITY AND STATEOF-THE-ART DENTAL

HEALTHCARE

OUR GEOGRAPHIC FOOTPRINT IN NEW AND EXISTING

IMPROVE

MARKETS THROUGH THE AFFILIATION

REACH

LASTING VALUE AND EXPAND

MORE FAMILIES

OF DYNAMIC, GROWTH-ORIENTED

IN NEED OF QUALITY

PRACTICES

DENTAL HEALTHCARE

COMMUNICATION AT ALL LEVELS

OF THE COMPANY, PROMULGATING OUR CULTURE OF SERVICE, QUALITY AND SUCCESS

KEY PERFORMANCE INDICATORS

SUPPORT OF DENTAL

FAMILIES IN NEED

VALUE

COMMUNICATION

OPERATIONAL

REACH MORE

CREATE LASTING

IMPROVE

Increase new

Afﬁliate with growth-

Increase team

Increase production

patient visits

oriented, values-

member

per hour and

Retain active

aligned new partners

retention of

hours scheduled to

patients

Improve EBITDA over

non-clinical staff,

budget for hygiene,

the pro forma for new

hygienists and

general dentists and

afﬁliations

doctors

PROFESSIONALS

specialists

CEO Message With the fourth edition of the DCA Insider, I

I am also pleased to announce that we

would like to thank Kelly Stillman, Director

continue to expand our footprint and

of Communications, and Graphic Designer

the number of new communities we are

Sandy Wachowski for their continued

serving—including Arizona and Colorado.

leadership and management of the content and creative process. I’ve received numerous compliments from our team

2019 AFFILIATIONS

Jerry Rhodes

Chief Executive Officer

mentioning the quality and timeliness of

Arkansas Maxillofacial Surgery, AR

each edition. Furthermore, I appreciate

Austin Children’s Dentistry, TX

Lastly, I wanted to mention that DCA’s

the continued input of our leaders who

clinical team has established a series

contribute to the quality of the content

Boynton Oral & Maxillofacial Surgery & Implant Center, FL

and relevance of each edition.

Brace Yourself Orthodontics, IN

If you have had the chance to attend one

Colorado Springs Oral Surgery & Pueblo Oral Surgery, CO

of our regional Town Halls you have seen that I open each meeting with a recitation

Cordon Orthodontics, AZ

of new protocols and communications focused on the responsible use of opiates in dentistry. The misuse, abuse and accompanying issues with opiates have generated an unprecedented public health crisis in our nation.

company. This is a continuing effort to

Pediatric Dentistry & Orthodontics of Midland Park, NJ

reinforce the principles of DCA and what

East Valley Implants & Periodontal Center, AZ

we are trying to accomplish together,

North Point Periodontics & Dental Implants, GA

health problems have devastated

as an organization. Our Values focus

PDA Dental, NY

entire communities and contributed

Precision Dental, AZ

to an unprecedented reduction in life

of the Mission, Vision and Values of the

on the conduct of the company and are a direct reflection of our efforts to the patients, families and communities

Quality Orthodontics, GA

we serve. Supporting our mission to

Randol Mill Family Dentistry, TX

advance the practice of dentistry, we

South Texas Orthodontics, TX

are making a further investment, and I

Currently, opiate overdoses kill more Americans than automobile accidents. Opiate addiction and associated

expectancy. Dentistry has role to play in supporting patient education and awareness of the risks of opiates and the potential for abuse. In this effort, we are pleased to support our providers

am very pleased to announce that we

Dental Care Alliance is committed to

are establishing a new foundation. The

advancing the practice of dentistry and

USMILE Foundation will allow all DCA

continuously looks for ways to innovate

practices and support center staff to

and improve our technology. For the

demonstrate meaningful support derived

last year, we have been working on an

from our Mission, Vision and Values by

exciting new smartphone app that will

providing dental services for underserved

provide a seamless connection and user

populations, enabling dental education

experience for our dentists across the

for financially challenged students, and

DCA family. Designed to support intra-

providing direct support for a variety of

company communication, provide access

needs and to communities in need. I am

to critical clinical and practice level data,

very excited to make this announcement

and a platform for teledentistry and

and welcome the support of our team

increased collaboration for our dental

members. We will communicate more

teams, the application will be the first of

details about the USMILE Foundation

its kind in the DSO industry. The DR App

over the next several months. Please

is a significant investment in our ability to

look for information on the respective

support communication and support our

activities and the work of the foundation,

practices, and we plan to release it to our

and ways that you can get involved.

doctors in early 2020.

and lead the way with this initiative. In closing, we have had a landmark year in 2019, passing many important milestones. Thank you for living the DCA values and all that you do to help DCA achieve success and grow stronger together. I look forward to our continued success and all of the opportunities that I’m certain 2020 will bring.

OPIOID RESPONSIBLE DENTISTRY

on-opioid

anes

Dental Care Alliance recognizes the vital

thesia. Non edications -opioid an to provide esthesia re anes role that we play in thefefirsght against the quire opio thesia to th e anesthet and post-o ids. Anesth ic techniqu perative pa etists can lity to bloc in relief inchooses re place opio k surgical opioid epidemic, and thoughtfully to e of using a w ay that do id s with othe and post-s iety of anes es not r medicatio urgical pa thetic and in ns selected . By replac analgesiour viders can for their ing opioand support liated practices doctors, c medaffi id icatio s provide a an d incorpor ns that bloc safer anes ating the k the proc thetic that ess of paof avoids that so they may be leaders the forefront in , anesthes e adverse ia effects of opioids. uss th this critical public health issue.

ese altern atives with ntages and your health disadvanta care practi ges of the oaches wor tioner and spBill ecific k better talk about Florida House 451, Nonopioid option on differen the s being co undesirabl t types of pa nsidered. e side effe in Different . ct So s . Depending m w e hi trea le othe was approved by Governor tm en rs on yoAlternatives, ts m for pain ca ay provide ur insuranc ing in subs n benefits be e coverage tantial outyond pain , soyear. me opThe DeSantis earlier this bill requires of-pocke ommitmen ti on s m t co ay sts. Other t due to th not be cove op e ment. nu ber of red, tions may requ treatm that, inmthe state of en Florida, providing ire a signif ts or thebefore icant time requir ed for the D CO M M anesthesia or prescribing, ordering,

UNICATIO N BET WEE LTHCARE dispensing opioid listed N YOU Aan PRACTITIO or administering ND YOUR NERII IS BEST PAIN as a Schedule E controlled substance S S ENTIAL IN to MANAGEM BUILDING E N T P L A treat pain, the patient N must beYinformed FOR O U.

Hints and

Links

Nonopioid Alternativ e

for the Tre

atment of

Pain

about available nonopioid alternatives. A

are select ing a healhealthcare practitioner must discuss the thcare prac n at: https: titioner, yo //appsmadvantages u can verif and disadvantages using qa.doh.sta y their licof te.fl.us/MQ ense and ASearchSer find more l informat vi ce s/ Home the ion nonopioid alternatives and provide titutes of Health: ht tps://nccih. patient with an educational pamphlet nih.go v/health/p Disease Co ain/chroni ntrol and c.htm Pr eventio about using these alternatives. eatments-a n: ht tps://www .pdf .cdc.gov/d rugoverdos e/pdf/ ve

1. Accordingly, using detailed information developed by the Florida Department of Health, the DCA pamphlet should be used educate patients on nonopioid alternatives for the treatment of pain. 2. An informed consent form, should also be completed and added to the patient’s record whenever an opioid is prescribed or administered.

ully leadin

g the way as a world -class den ization that tal healthca practices op re ioid-respon to thoughtful We are committed patient sible denti stry.

A guide to working w ith your he practitione althcare r to manag e pain

care, practicing opioid responsible dentistry and complying with

Florida’s requirement for education on nonopioid alternatives for the treatment of pain associated with dental healthcare. Educational pamphlets have been printed for all practices in the state of Florida, customized with the practices’ respective logos. With similar legislation underway in several other state governments, DCA is prepared to help provide education and alternatives to opioid prescription for the treatment of pain to practices across the country.

Dental Care Alliance inspires and improves the lives of each other and those in the communities that we serve. We always look out for our patients, because when we do, the rest takes care of itself.

GROWING STRONGER TOGETHER REVENUE GROWTH IN SEPTEMBER YTD ($MILLIONS)

$63.6

$13.0

$2.9

$390.9

Organic Growth

2018

Affiliations

YTD AFFILIATIONS STATE

OFFICES

ANNUAL REVENUE ($MILS)

3.7

4.5

6.8

7.2

5.4

6.0

5.0

5.1

15.5

TOTAL

59.1

De Novos

($4.7)

$465.7

Misc Adjustments

2019

KEY POINTS: Growth driven by combination of base business, affiliations and De Novos. Closed and/or sold underperforming offices to improve overall health of the company.

Key Points: Significant momentum affiliating with successful practices. Expansion into new markets (CO & AZ)

ORGANIC GROWTH SEPTEMBER YTD

2.0%

Recall Patient Visits

6.2%

New Patient Visits

3.4%

Revenue

KEY POINTS: Both recall and new patient visits continue to grow at an impressive pace. With 6.2% new patient volume, DCA practices far outpace the industry average of 2%.

ORGANIC REVENUE GROWTH SEPTEMBER YTD ($MILLIONS)

4.8%

Midwest

4.1%

Northeast

3.4%

3.7%

Florida

Southeast

KEY POINTS: Strong organic revenue growth across all regions.

Overall Growth

2.0%

ORGANIC REVENUE GROWTH SEPTEMBER YTD ($MILLIONS)

6.4% 8.5%

Hygiene

4.8% 2.5%

General Practice

Specialty Practice

2.2% 2.1%

KEY POINTS: Solid organic growth across all specialty types, particularly impressive growth in hygiene, which accounted for half of the overall growth.

DENTAL CARE ALLIANCE ACHIEVED SEVERAL REMARKABLE MILESTONES IN 2019 These are outstanding achievements that we should all be proud of and that set DCA apart from other dental service organizations. Achieving these impressive milestones confirms that, as a dental healthcare

and support team, we are focused on the things that truly matter. Our foundation and everything we do is centered on making our affiliated practices and dental healthcare teams much better with DCA than they would be otherwise.

On behalf of the entire DCA senior leadership team, thank you for all that you do to support our partners and practices, and help us grow stronger together.

THE INDUSTRY’S BEST DENTAL HEALTHCARE PROFESSIONALS

700 Doctors and 4,500 Team Members

REACHING MORE PATIENTS IN NEED

6.2% New Patient Growth

DELIVERING A WORLD-CLASS PATIENT EXPERIENCE

73 Net Promoter Score and 4.6 Star Google Rating

GROWING STRONGER TOGETHER AND CREATING LASTING VALUE

$100M EBITDA

AS THE DENTAL INDUSTRY’S PARTNER OF CHOICE, SUPPORTING

320 Afﬁliated Practices in 20 States, Including 14 New Afﬁliations in 2019 7

serve first

move forward

improve lives

BECOMING CONSUMER-CENTRIC they do not necessarily make things

80% of patients say they’d switch

easier for themselves. For example,

healthcare providers for convenience

if a company wanted to remove

factors alone (NRC Health, 2019)

complexity for a customer, they might have to introduce more complexity

James Nick

for their internal workflow.

Chief Revenue Officer

Emotionally-engaged consumers spend up to 2X on brands to which they are loyal (Capgemini, 2017)

This is part of the concept of

To learn more about this, we engaged

If I were to ask you to think of some

consumerism that we have talked about

companies that have exceeded your

extensively… seeing everything from

expectations, which ones come to

the viewpoint of the customer. These

mind? For me it would be the likes of

companies that have harnessed the

Amazon, Uber, and Netflix. Each of these

concept of consumerism to grow, have

companies has seen phenomenal growth

now conditioned all of us to expect easy,

over the last several years, but even

on-demand, and services tailored to each

more importantly, they have changed

individual. This means we all need to step

the marketplace and expectations for all

up our game, because healthcare is no

of us. And, more than anything else, the

longer immune from this expectation.

the findings at the end of 2019, I wanted

Due to this new world, DCA has set

came from patients (see graphic below).

one thing they all share in common is a steadfast and intense focus on you (the consumer). They know things about you from your previous interactions with them and they use that to their advantage. They also use that to design the experience they give you… that is, they design it around you. They put the consumer in the middle of everything they do.

out on a journey to become truly consumer-centric. We deliberately think of prospective patients as consumers. Consumers have choice, and they have information. This is what the proliferation of Google reviews and WebMD (in our industry) and Amazon, Uber, and Netflix (in the broader market) have created.

A key distinction in this is that they

Consider the following statistics:

make it easier for their customers,

with a market research firm (WD Partners) to conduct some research on our behalf. Our goal in this initiative was to determine what consumers were looking for in dental offices, and help structure and position our brands to meet those goals. While we are nearing the end of the initiative and look forward to receiving to share with you some early themes that

The sentiments may not be a surprise to you, but the intensity behind these themes was compelling. As the initial phase of this important work comes to a close, we look forward to sharing more information and enhancing the consumercentric experience within all of our offices to exceed expectations and keep patients coming back.

PRESSURE-FREE

W O R R Y- F R E E

Explicit and implicit communications helped calm concerns and remove unwanted surprises.

Consultation involving questions, active listening, and education reinforced customers as more than “just a number.”

Providing pricing transparency was pivotal in cementing long-term relationships, however, extremely rare.

Friendly conversation and nonverbal cues like smiles and handshakes went far to establish rapport. PA I N - F R E E

HASSLE-FREE

Maintaining an efficient schedule with little to no wait was a quick way to consumers’ hearts.

At a bare minimum, consumers looked to care providers to deliver empathy and respect their position of vulnerability.

Pacing appointments to eliminate any sense of “rushing” built confidence in quality of care.

While total pain avoidance was ideal, consumers were delighted by simple comfort measures and coaching.

Leveraging Analytics to Improve Patient Retention What happened? Why did it happen? What should we do about it? These are the core questions we seek

Matt Thiel

Vice President, Analytics & Revenue Programs

to answer using data analytics.

I joined DCA in July after nearly 15 years of

were our key findings? The single most

directing forecasting and analytic activities

important determinant of whether a

at a national health insurer. In that time,

patient will return in the next year is

I developed methods to predict customer

if their next appointment is already

retention rates, new customer growth

scheduled at time of walkout. While

potential, mix of procedures, staffing

80% of patients are normally expected

needs, and numerous other key business

to return in the next year, this number is

metrics. I’m thrilled to apply these

only 55% for patients that do not have

techniques to DCA’s business. I work from

an appointment at time of walkout.

Green Bay, Wisconsin, where I reside with my wife Nikki and two daughters Evelyn

What is data analytics?

(age 8) and Estelle (age 5).

It is the discovery, interpretation, and

We also found that cash patients (excluding Dentrite) were less likely to return, along with patients visiting

communication of meaningful patterns in

Out of the many projects we’ve

for the first time. Cash patients have a

data, and it is what I do every day! At DCA,

undertaken thus far, my favorite is the

69% chance of returning within a year

we are able to leverage data across all

work on patient recall, which we define

following their visit, while patients visiting

our affiliated offices to learn and provide

as the percentage of patients that return

for the first time only return 63% of the

tailored insights to each region and office.

within a year following their visit. What

time. Put all three of these top items together, and a patient that is visiting for the ﬁrst time, without insurance, and without a walkout appointment is

PROBABILITY OF A PATIENT RETURNING WITHIN 12 MONTHS FOLLOWING VISIT

only expected to have a 31% chance of returning for further treatment.

What can we do with these findings? Top actions for the offices would include: 1. Targeting to have at least 90% of

80%

patients with an appointment at time of walkout

69% 63%

2. Paying special attention to patients on their first visit to increase probability of

55%

returning 3. Continue focus on converting cash patient to Dentrite, which we’ve

31%

Overall Average

1. Cash Patients (excluding Dentrite)

2. New Patients

3. Patients without Walkout Appointment

demonstrated to have a +8% higher probability of returning in the next 12 months, when compared to cash

Patients with All (1+2+3)

In conclusion, the Analytics team has made significant progress thus far, but there is much more to do. We currently have a roadmap of 13 analytic projects, and the list continues to grow!

IMPROVING THE PAYMENT EXPERIENCE

David Neal

Vice President, Revenue Cycle

Unleashing potential to GET PAID FASTER. That is one way that the Revenue Cycle team is helping our offices to streamline and standardize the collections process. Revenue cycle management success is the heart of any dental organization. Defined as the clinical and administrative management of claims management, payment, and revenue production, revenue cycle management is in essence one large financial circulatory system. Successful revenue cycle management is truly about going back to the basics, especially when it comes to ensuring accurate, timely and compliant claims reimbursement. Adopting the latest technology to automate the claims, billing and collection efforts will help deliver predictable and sustainable collection results over the long term, and will free up valuable time for the offices to focus on patient care. The Revenue Cycle team is partnering with our DVPs, regional managers and

increases efficiency by helping to ensure

claim. Plus, enrolling insurance companies

clean claims are submitted the first time.

to return claims with electronic remittance

office staff to achieve success. We have

Sending claims out electronically (versus

deployed revenue cycle tools that provide

a mailed paper statement) expedites

our teams with insight and visibility into

the payment cycle by more than 50%,

areas that drive increased cash flow.

which helps each office get paid faster.

As an example, our Denticon offices are now leveraging automation to improve the insurance verification process. This drastically reduces office time each day on performing manual verifications and

With an electronic claims attachment technology, dental practices can transmit

advice (ERAs) and electronic fund transfers (EFTs) accelerates the claims reconciliation process and improves payment processing time, which decreases accounts receivable. This is one of the many services we offer to our offices.

x-rays, periodontal charts, explanation

DCA is helping our practices optimize their

of benefits, narratives or any other

cash flow with revenue cycle management

documentation required by a payer to

enhancements that otherwise would be

assist with the adjudication of a dental

challenging to achieve on their own.

IT’S TIME FOR A BETTER, SMARTER PATH

New patient statements and a convenient, online patient portal are coming in early 2020! RevSpring is an expert in consumer engagement in healthcare and

DCA is working closely with RevSpring to

THE NEW STATEMENTS WILL PROVIDE MORE CLARITY IN

enhance their patient messaging strategy which delivers targeted messaging campaigns for a tailored and more

accounts receivables management. We

THE CHARGES LISTED AND

know how to engage consumers who

AMOUNT OWED BY THE

strategy. Five primary goals are being

are reluctant to pay, in environments

PATIENTS, AND ACTIONABLE

developed that will have a significant

where compliance and regulation knowledge are critical, and when cost

MESSAGING THAT BETTER

pressures compete with results.

DEFINES THEIR ONLINE

BETTER OUTCOMES AND BETTER EXPERIENCE — FOR YOU AND YOUR CUSTOMERS.

BILLING OPTIONS. The billing features powered by RevSpring’s mySecureBill® technology extend mobile payments, online payments, electronic delivery of statements, and access to billing history directly to our patient’s account—providing a better

Technologies) provides solutions that will

experience for the patients and

give DCA flexibility in editing our patient

higher enrollment rates for DCA.

statements, and intuitive online payment portal functionality that will be integrated with our legacy practice management

impact on the office’s financial health and adhere to their high standard of patient support and empathy: • Improve the total amount of dollars paid per patient statement

RevSpring (formerly Apex Revenue

statement messaging, secure electronic

successful patient financial engagement

Additionally, we have the option to utilize RevSpring’s recurring payments technology in myEasyView® for the

systems (Denticon and QSI).

facilitation of payment plans, allowing

DCA worked with RevSpring to develop

plans in-house and maintain control

new patient statements, migrate all

of the financial care and support their

printing and mailing of statements and

patients are receiving. DCA will also

letters to RevSpring’s production facilities,

utilize RevSpring’s quick-pay option

and implement RevSpring’s online billing

via mySecureBill® that allows patients

features with a single-sign-on (SSO)

to make a payment without creating

connection to their patient portal.

or logging into a DCA account. This

our dental offices to keep payment

• Improve the number of payments made on first cycle charges • Promote payment plans to those that cannot pay in full • Increase e-payments made directly by patients • Target smaller balances that are more feasible to pay In addition to the strategic messaging campaigns, changes are being applied to the statements to enhance their clarity and understandability. Also, messaging on the website, the payment portal, and in patient emails will be enhanced to provide a more cohesive online experience for patients. This revenue cycle enhancement is expected to decrease our statement costs, increase patient collections, and decrease bad debt.

functionality makes online payments more accessible to patients.

Livingthe

Values

unleash potential

serve first

DCA was pleased to welcome Abby Frey to the DCA family in 2019. She was instrumental in leading our first-ever, focused training for dental assistants! The

JAMAICA SEALANT PROJECT

role of the DA is a critical one to the patient experience and

In November, KDAâ&#x20AC;&#x2122;s Dr. Maniwang and three hygienists traveled to Jamaica on a dental

success of our practices. This new

mission trip. For more than 30 years, this group of dental providers has brought oral health

program will develop and unleash

care services to a community of sugar cane factory workers and their families in a small

potential in our DAs across the

town near Duncan, Jamaica. Six years ago, KDA got involved and extended preventive care

DCA family!

to the schools with a program called the Jamaica Sealant Project. Our goal is to educate the children, parents, and teachers about oral health, as well as place sealants to protect the childrenâ&#x20AC;&#x2122;s permanent molars from tooth decay (the number one disease in children). They bring portable equipment to aid in exams, place the sealants, and conduct health fairs to educate the community. This community, without our help, would have no access to care. We also supply them each year with school supplies, books and education materials for the children and parents regarding dental health and its relationship with overall health.

move forward

The team and families at KDA celebrating the fall season in style. This fun-loving group is always looking for ways to move forward and grow stronger together!

improve lives

BREAST CANCER AWARENESS The Sarasota Support Center team bands together in pink to raise awareness and show support for breast cancer research. Front Row: Liz Ramsey, Pam Mitchell, Sarah Jones, Azure Larsen, Nicole Soler, Cassondra Parsons, Mary Barney, Betty Munoz Second Row: Kyle Olivarri, Steve Duval, Sean Reinsma, Eddie Parmenter, Edna Kittendorf, Debbie Wise, Caryn Ackerman Back Row: Meghan Anderson, Grace Dragotta, Joel Olivio, Amanda Stevens

lead together

expect excellence

Oral Surgeon Dr. Kevin Asher leads the Maryland Study Club with a presentation covering “Emergencies in the Dental Office.” Taking pride in all we do – even preparing for the worst – is just another way that these teams are delivering excellence and a positive patient experience.

A TEAM UNITED FOR A CAUSE Huntington Family Dental Group in Shelton, Connecticut goes above and beyond every year with a bake sale to raise funds to contribute to breast cancer research. It’s a team effort that unites and empowers them to make a difference! Pictured above: Kristyn Gorman, Office Manager

LivingtheValues improve lives

serve first Konikoff Dental Associates Volvo Parkway in Chesapeake, VA held a Warm the Homeless Drive to improve the lives of homeless and less fortunate people in their area.

North Point Periodontics held a food drive through the Thanksgiving holiday in an effort to serve the less fortunate in their community.

lead together Florida Division Vice President Shawna Eury and North Central Florida Regional Manager Natashia Pagan-Vargas leading the way at this fall’s ADSO Partnering for Growth Summit. Shawna participated in a panel discussion on the importance of strong regional leadership and empowering local teams to make a difference. We’re proud of Shawna’s leadership and her representation of DCA at this important industry event.

FALL FUN WITH DCA Congratulations to our Halloween Costume Contest winners! We want to thank everyone for participating in our Halloween Festivities. All of the costumes were fun and imaginative! Please check out all the pictures on D.I.C.E. at https://bit.ly/3594FWV.

The DCA Fun Committee helps to unify and provide fun giving back opportunities to the MOST CREATIVE Rosie the Robot

Support Center team in Sarasota. Thanks to each of these creative BEST THEME – Fairy Tales (Little Red Riding Hood; Three Little Pigs & the Big Bad Wolf)

individuals for going above and beyond to engage our staff! Caryn Ackerman Debbie Wise Betsy Layhew Eddie Parmenter Mary Barney Sarah Jones

MOST FRIGHTENING Evil Witch

MOST HUMOROUS – Slumber Party

OVERALL BEST – DCA Stronger Together

MARKETING

The Average Americanâ&#x20AC;&#x2122;s Dentist Selection Process

During a Google Search Source: Ironmonk.com; August 2019

Ironmonk, a digital marketing company,

females between 55 and 64 years old,

conducted a survey asking 1,500

this percentage soared to 52.2%, nearly

U.S. respondents between the ages

a ten percent increase from the general

of 18 and 65 which dentist or dental

population survey results.

clinic they would choose based on a Google search that returns several

POSITIVE ONLINE REVIEWS ARE MOST IMPORTANT ESPECIALLY TO FEMALES 55 TO 64 YEARS OLD When asked which dentist they would pick based upon Google search results, 43.3% of respondents to the survey indicated the one with the best online reviews. When demographic filters were applied to the results specifically focused on

the dentist closest to them.

dentists, or any other business for that

When demographic filters are applied

matter. It is imperative for all healthcare

to individuals between 18 and 24 years

practitioners (including dentistry),

old, it increases to 23.4%, and with

to be regarded as a reputable, if not

females within this age bracket to 25.1%.

exceptional. By having the best online

Considering that young people favor

reviews, this provides an essential

convenience and are often on a budget

sense of confidence for potential

regarding transportation costs, it is not

patients that they are putting their

surprising that close proximity would be

healthcare needs in the hands of an

a deciding factor.

adept dentist, or any other healthcare practitioner. Reputation management (or monitoring and responding to online reviews) is key to maintaining favorable impressions of a brand.

43.3%

The one closest to me

19.4%

The top-ranked one in the search results

18.4%

The cheapest one

survey with 19.4% of respondents was

In this digital age, suffice to say that

The one with the best online reviews

The one with the best looking website

The second most popular response in the

positive online reviews are crucial for

options. Here are the results:

CLOSE PROXIMITY IS KEY FOR 18 TO 24-YEAR-OLDS

14.4% 4.5%

You are searching for a new dentist near you on Google, and you get several options to choose from, which will you most likely pick?

A TOP RANKING IN SEARCH RESULTS VITAL ESPECIALLY FOR THOSE 65+

THE CHEAPEST DENTIST IS MOST IMPORTANT TO MALES AGED 18 TO 24 YEARS OLD

The third most popular response

The penultimate response was the

from the survey was a top ranking in

cheapest dentist, with 14.4% of

search results. 18.4% of respondents

respondents indicating this choice.

indicated that they would pick a

However, interesting additional insight is

dentist who was the top-ranked

provided when demographic results are

one in the Google search results.

applied to the results, specifically to males aged 18 to 24 years old. An astounding

Yet, very compelling insight is provided

28.9% of this demographic indicated that

when demographic filters are applied to

they would choose the cheapest dentist.

older demographics 55 and older. 22.5%

As a result, this response is the second

of respondents from this demographic

most popular amongst males between 18

indicated that they would select the

and 24 years old.

top-ranked dentist. The percentage increases further with those 65+ to 23.8%. Consequently, this response is the second most popular on the survey for those 55 and older. Search Engine Optimization (SEO) is vital for any business to have an effectual search presence and stand out. Having a visible and top-ranked presence in search results considerably increases a dentistâ&#x20AC;&#x2122;s potential for sales and profitability.

GREAT NEWS

Considering that young adults are quite often on a very fixed budget, ultimately

when demographic filters were applied to those respondents between 18 to 34 years old, the percentage increased to 6.7%. Moreover, when males between 25 and 34 were specifically targeted, 10.3% of this demographic indicated the response. Web design is another essential component for dentists and businesses, in general, to stand out by conveying legitimacy. By having a user-friendly and search engine optimized website, dentists will attract and engage potential patients, not to mention, communicate and increase awareness of their expertise. As goes the saying, excellent first impressions are imperative with all things in this life.

With literally tens of thousands

the drastic percentage increase factoring

of dentists operating throughout

cost is understandable.

the United States, it is crucial

WEB DESIGN IS ESSENTIAL ESPECIALLY AMONGST YOUNGER DEMOGRAPHICS The last, albeit an equally important

for them to implement certain strategies to stand out in a Google search. Digital marketing solutions such as positive online reviews, SEO, and website design can be utilized to further

response at 4.5%, was the dentist with

increase search optimization

the best-looking website. However,

with the best possible results.

THE DCA MARKETING TEAM HAS ALL THE DIGITAL MARKETING BASES COVERED. SEE PAGE 18 FOR STELLAR 2019 RESULTS!

MARKETING

Marketing Minute RECORDSETTING NEW PATIENT GROWTH IN 2019! DIGITAL MARKETING WINS 2 new office 9 websites built and launched YTD % increase in 8 new organic website traffic (same-store) % increase in 5 marketing call volume

ew patient N visits are up 6% compared to 2018 ew PPO patient N visits have increased 7.2% ore effective M marketing – We spent 9% less in 2019 with increased new patient volume Tips for continuing new patient growth: Implement online scheduling,

PATIENTS DEMAND CONVENIENCE – ONLINE SCHEDULING DELIVERS urrently, 207 C DCA-affiliated offices offer new patient online scheduling ore than 1000 M new patients are booking online each month. 5% 4 appointments are booked after hours o show rates N for online appointments consistent with appointments booked directly with the office

IMPLANT & INVISALIGN PATIENT EDUCATION SEMINARS ARE A SUCCESS: 4 patient 5 education seminars completed 161,793 total $ marketing investment to date generating 2,273 leads, 420 seminar attendees and 166 cases accepted with an estimated revenue of $757,600 – 368% ROI Interested in organizing a patient seminar in your practice? Simply

Note: Corrections

smart scheduling,

needed to your

extended business

office website? Just

hours — New patient

Tip: Make sure you

dentalcarealliance.com

email details to

conversion rates can

check your new

and we will be happy

DCAMarketing@

increase significantly

patient availability

to get the process

dentalcarealliance.

when convenient

regularly to

started. A six-week

com, and the DCA

appointments are

ensure immediate

lead time is generally

Marketing team will

available within 72

appointment

required to ensure

make updates ASAP.

hours.

opportunities.

success.

email DCAMarketing@

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) 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. Matt Thiel | Vice President, Analytics & Revenue Programs mthiel@dentalcarealliance.com 941.955.3150 (002309) 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) DENTAL HYGIENE 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

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)

INNOVATION Positions DCA as an action-oriented thought leader, commited to exploring and implementing the latest in clinical technological advances in the dental industry. Dr. Bryan Laskin | Clinical Innovations blaskin@dentalcarealliance.com 763.290.0004 INSURANCE PLAN MANAGEMENT Negotiates and renegotiates contracted fees for all Health Plans to ensure the best possible reimbursement for services rendered. Mike Cole | Vice President, Insurance Plan Management mcole@dentalcarealliance.com 941.955.3150 (007246) LEGAL & COMPLIANCE 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 Our team of experienced marketing experts collaborates closely with our partners to execute sophisticated, forwardthinking 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)

NEW 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) PROCUREMENT 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. Sabian Selmer | Director, Procurement ssabian@dentalcarealliance.com 941.955.3150 (001112) REVENUE CYCLE 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) TALENT ACQUISITION & RETENTION Supports DCA’s growth and positioning our IT infrastructure, clinical systems and digital consumer strategies, as a leader in the DSO industry. TAX & PROCESS AUTOMATION Establishes and implements tax policy and oversees tax compliance and planning for the organization. Daniel J. Burke, CPA | Vice President of Tax & Process Automation HYPERLINK "mailto:dburke@dentalcarealliance. com" dburke@dentalcarealliance.com 941.955.3150 (007291) TRAINING & DEVELOPMENT 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)

PUTTING THE PRACTICE FIRST Dale Hockel

Chief Operating Officer

alright and to provide any support that

promotions in the business. Shawna

was needed. Our Support Center Team:

Eury was promoted to the Division Vice

IT, Real Estate and Communications were

President for Florida. Over the last ten

at the ready and in place to support the

years, she has built a strong foundation

offices in need. Great job to all!

and relationship with our teams in Florida

It is that time of year when the weather

Working Smarter. Not Harder.

starts to change from the heat of summer

We also have another Practice First

to the cooler days of winter. I’ve always

initiative this quarter that I want to share

enjoyed the changing of the seasons,

with you – Smart Scheduling. Earlier

but I do not enjoy the extreme weather

this year we noticed that there were

conditions that come along with them.

scheduling challenges with some of our

With many of our DCA-affiliated practices

practices that were negatively impacting

situated along the East and Gulf coasts

our doctorsʼ and office staffʼs ability to

of the US, this means Hurricane season.

serve patients. Nicole Lipp and Bridget

This fall, Hurricane Dorian, expected to be

O’Neill from the Northeast team decided

one of the most intense and potentially

to take this on and develop a solution.

damaging storms in recent history, was

“Smart Scheduling balances the work

predicted to impact our Florida, Georgia

load throughout the month, leaving

and Virginia teams. Ultimately, it struck

space to accommodate lengthier, more

and stalled over the Bahamas, creating

complicated procedures the doctor may

what is regarded by many to be the worst

need to schedule.”

natural disaster in that country’s history. I want to recognize our team’s amazing efforts to take care of our patients and team members affected before, during and after the storm. Our office managers and staff were proactive in calling patients in advance of the storm to ensure their appointments were rescheduled. Our doctors and hygienists altered their hours to accommodate their patientsʼ needs. Regional managers established daily cadence calls with offices that were in the storm’s path to ensure they were

and building lasting relationships are very important to our providers and teams. The implementation of Smart Scheduling will enable DCA practices to reach more patients in need of quality dental healthcare and to ensure that each provider’s daily

leader, she has the breadth of knowledge and unique perspective that will position her for success in this important role. As our family of practices grows in strength, size and scope, so too does the need for focus and expertise to manage the respective and distinct operating models for specialty offices. Over the last eighteen months, we have welcomed many impressive orthodontic practices, and are committed to supporting and driving improvements to ensure our collective success.

promoted to Division Vice President for all Orthodontic Operations, and will provide leadership and assume responsibility for all orthodontic practices across Dental Care Alliance’s four divisions. Eduardo’s rich and progressive experience at DCA, coupled with years of clinical practice in Mexico, has developed him into the

schedule is positioned for success.

dynamic and forward-thinking leader

Lastly, the operations team has some

important part of our business.

great news to share, with several internal

that we are proud to have leading this

“When we were first introduced to Smart

fill appointments with our template, I was able to speak to the

Scheduling I was very scared that we would

parent, invite them back and re-activate them as patients.

shot and picked Monday October 21, 2019, as our first day to do so.

I just wanted to share a little insight. We felt like many others probably do — reluctant to implement the new Smart Scheduling templates and process. With any change, this is normal, but once

And the results speak for themselves: On our

we do it we will see for ourselves what a GREAT ASSET it really is

first day, Dr. Susan Lobaton produced more

to help us be more successful.”

than five times her daily average, with total of $8103.39! I have also been able to schedule five patients who were not going to return to the practice. Because I reached out to them to

practices. A passionate and thoughtful

To that end, Eduardo Laventman has been

Delivering excellent patient experience

have no production. But we wanted to give it a

Susan Lobaton, DMD

and across the DCA family of affiliated

Elizabeth Knowlton | Office Manager | Diamond Spring Dental | Denville, NJ

WORKING SMARTER, NOT HARDER WITH DCA SMART SCHEDULING! Smart Scheduling is a proven best practice

most vital to a productive and successful

providers change in the office (from

that will guide our teams to pay more

daily schedule.

when the initial budget was done),

attention to the "rocks," because they are most vital to a productive and successful daily schedule. Think of it this way: If you fill up the jar with sand, you will not have room for the pebbles or the rocks. In your schedule, if you spend all of your time on the small and less significant appointments, you will run out of room for those that are the most important.

The purpose of the Smart Scheduling initiative is to develop productive templates that increase patient access within all offices. The goal is to ensure that each providerâ&#x20AC;&#x2122;s daily schedule is positioned to achieve and or exceed their

your provider goals and templates may need to be adjusted in order to meet your overall office goal. Any template changes should be submitted to Support Services at support@ dentalcarealliance.com.

budgeted production goal. There are two

On behalf of the entire Operations team,

parts to Smart Scheduling: New Patient

thanks to our providers, office staff and

Column and Productive Scheduling. Both

local leaders for your commitment to

aspects need to be incorporated to work.

implement Smart Scheduling prior to the

Smart Scheduling is a proven best practice

Remember to consider both office

that will guide our teams to pay more

and provider goals when developing

attention to the "rocks," because they are

smart scheduling templates. If your

end of 2019. Special recognition to Nicole Lipp, Division Director, and Bridget Oâ&#x20AC;&#x2122;Neill, Regional Manager for Massachusetts, for leading this pivotal initiative for DCA!

THE JAR = YOUR SCHEDULE ROCKS = most productive appointments in the practice (major appointments). WATER = appointments that are zero production; ex. post-operative, crown or denture inserts, orthodontic visits. PEBBLES = productive appointments but not critical to daily goal. SAND = fillers in your day. Appointments not critical to production that are easy to move into other smaller appointment windows.

CLINICAL INNOVATIONS Every new

Dr. Bryan Laskin

Clinical Director & Innovations

2) “Presell” any new technology

successful launch (software/hardware

technology,

to team and patients to build

requirements, updating systems,

process or

anticipation. Your team should be

firewall restrictions, etc.)

procedure comes

most excited prior to implementing

with a learning

the technology, so that when you

curve or some

inevitably run into snags inherent in

barrier, no matter

change, you will be motivated to carry

how small. You

on to reach success.

and your team will need to slow down in

order to incorporate anything new that will ultimately lead to your working life becoming easier and more impactful. Therefore, key to moving beyond outdated procedures, is coming up with systems that allow you to commit to the improved technology and communicate confidence to the team. Without both improved technology and effective communication, no one will push through the resistance to change that will lead to the positive transformation of your practice. It is always easier to do what you used to do, even if it is more work, more stressful and worse in every way. So, use these 10 steps to keep your eye on the prize and successfully implement any transformative upgrade to your practice! 1) Determine what success looks like prior to implementation. Preschedule follow ups with metrics that match your success goals.

7) Assign a champion. A single person must be accountable for the successful integration of the technology. While only 1 person should be ultimately accountable as

3) Determine how you will

champion of the technology, they

communicate the beneﬁt to your

should ask for assistance from others

patients. Often this is not obvious,

when needed.

so spend some time with your team discussing the end benefits the

8) Make adequate space in your schedule. Give 100% of your

new technology provides from your

and your team’s attention to

patients’ perspective. Or, better yet, ask a few patients whose opinion you value.

implementation training. 9) Make sure you have enough availability of the new

4) Never just “try something

technology. If there is too much

out”. Trials are for before

scarcity in the technology, it will

implementation. Once a new

always be assumed that it isn’t

technology has been decided on, you must commit or it will fail. 5) Communicate to the entire team

available, so it will go unused. 10) Do as much research as you can before implementation. This

why you are implementing the

will allow the time spent during

technology. Key areas to stress are

implementation to be a deeper level

positive impacts to your: a) Clinical quality b) Patient experience c) Team health 6) Lift any restrictions. Prior to implementing the technology, obtain a list of any technological restrictions that may be lifted for a

of conversation and knowledge. Bringing on anything new is hard work, but often leads to benefits that far outweigh the effort of implementation. If you are having challenges with change with your team, pass along these tips or reach out and ask for help from the DCA team… we’re here to help!

LEADING THE WAY WITH THE NEW DCA DR APP Coming in early 2020, Dental Care Alliance will launch a mobile application for our doctors – the first of its kind in dentistry! The DR app will turn our doctors’ mobile devices into miniature powerhouses of function and communication. Capabilities will include DCA News, doctor email integration, schedule viewing, calendar of events, digital case collaboration, and links to important resources like D.I.C.E. in a secure, HIPAA-compliant atmosphere. The app is currently in development and capabilities will be rolled out in a thoughtful, phased approach. The future is limitless with the potential of a communication vehicle like this… and will offer other exclusive innovations such as teledentistry and a live environment for complete communication.

Focus on ORTHODONTIC EXCELLENCE With our company growing rapidly, it is an

opportunities and help the business development

extraordinarily exciting time to be part of DCA!

team focus on key drivers for orthodontics, to

Many of our newest affiliates are orthodontic

ensure that DCA adds only the best of the best in

practices at the forefront of operational efficiency,

new orthodontic affiliations.

technology and patient care. Along with new partners, come new ideas, new experiences, and sometimes a few challenges. Integrating new practices has led us to recognize

Dr. Matt Freedman

Dental Director, Orthodontics

different business models across our diverse house of brands. In order to remain agile and attentive to all the respective needs of our practices, DCA recently created an Orthodontics Division that will sit side-by-side with our existing geographicallypositioned divisions. Providing dedicated operational leadership is Eduardo Laventman and clinical leadership, Dr. Matt Freedman. The two seasoned orthodontic leaders have been hard at work on some very exciting initiatives, tailored specifically to each affiliate. They are working to

Eduardo Laventman

Division Vice President, Orthodontics

add new orthodontic team members in practices that are growing rapidly and need help, and are exploring the addition of pediatric dental services and oral surgery services in offices that have a robust patient base. This type of creative thinking

The goal is for every new partner that

in unique markets will position DCA as a “one-stop shop” for busy parents and families.

DCA successfully held its first ever Orthodontic Summit in Charlotte, NC in October, where orthodontists, clinical thought-leaders and senior leaders gathered for an open exchange of ideas amongst our best and brightest orthodontic minds. This was an incredible opportunity to collaborate and hatch strategy for a successful Orthodontic Division for DCA. Attendees left the meeting invigorated and excited about the direction of the division. Dr. Freedman and Eduardo are, even more importantly, doing a lot of listening and learning. They recognize that each practice is unique and appreciate that each has achieved success running the practice in varying ways. This is an important differentiator and perspective that encourages candor, transparency and constructive conversations from top to bottom. The goal is for every new partner that joins the organization to feel extremely well-supported. The

The development of new marketing programs is

addition of this Orthodontic Division leadership

underway, including everything from social media

does just that for DCA’s orthodontic practices,

pushes and professionally produced videos, to

fostering a tight community with open lines

well-supported.

building grass-roots relationships that market

of communication. As the division develops,

The addition of

directly to local businesses, groups, schools and

Dr. Freedman and Eduardo will be focused on

unions. Facilities improvements are top of mind

supporting any offices where orthodontic services

for our practices, from minor touch-up renovations

are being performed and helping to take next steps

joins the organization to feel extremely

this Orthodontic Division leadership

to building out brand new de novo spaces, and

does just that for

everything in between. With the implementation

DCA’s orthodontic

of Coupa, supply ordering and preferred labs are

practices, fostering a tight community with open lines of communication.

streamlined for our teams, giving them more time to focus on the patient experience. When it comes to new opportunities, the

to grow and expand that business. Both are readily available to answer any questions that may arise and are always accessible via email (and promise immediate responses).

WE LOOK FORWARD TO THE

Orthodontic Division leaders have been tapped

EXCITING FUTURE OF DCA’S

for their expertise to evaluate pre-affiliation

NEW ORTHODONTICS DIVISION!

OPERATIONS UPDATES PRACTICE FIRST

MIDWEST

Central Midwest Region converted to

David Braddy

Division Vice President, Midwest

PEOPLE Promotions: Grace Gregson, Regional Manager, IL/IN; Juana Roque, Office Manager, Rayford; Janet Martinez, Office Manager, West 8; Brittany May,

Springs Oral Surgery; Mark Grigoletti, Office Manager, Foehr Group; Takisha

Quality Orthodontic Care, Georgia

Denticon

North Point Periodontics and Dental

Expanded General Dentistry practice in

Implants, Georgia

Birth and Fletcher Orthodontics, Texas

Dental One Associates Woodson Square

Improved call answer performance in

extended hours

Midwest Division to better serve new

Dental One Associates Kennesaw, GA

patients

added Saturday hours

ENGAGEMENT & SUPPORT Implemented Employee of the Month in Made Ya Smile practices

Imagix Alpharetta, GA extended hours

PRACTICE FIRST Internal referral campaign to drive DCA

Held Implant and Endo continuing education events for providers

referrals to DCA specialists

Established hygiene mentoring programs to support hygiene providers with the assistance of Glory Grossbard

World Class Hygiene in Georgia

Marketing Manager, New Patient Results; Charlie Grandt, Office Manager Colorado

GROWTH

Problem Solving Workshop in Georgia Opioid Crisis Training in Georgia market OSHA Training completed Align Technology dinners in all Southeast

SOUTHEAST

markets

ENGAGEMENT & SUPPORT

Rivers, Office Manager, Jefferson

Held eld Town Hall Meeting in Atlanta

Jeff Bertsch joined DCA as Director of

Held Listening Sessions in Georgia

Operations for Arizona and Colorado

Invisalign seminars for Dr. Gluck’s Johns

New Doctors: Dr. Andrew LeQuang,

Creek location

André Kellogg

Kingwood; Dr. Ty Greene, Rayford; Dr.

Division Vice President, Southeast

Kelechi Nwankwo, Katy; Dr. Jason Hsieh, Orthodontist, Made Ya Smile; Dr. Jose Lopez, Spring Cypress; Dr. Kefei Duan, St Claire Shores; Dr. James Harris, Oral Surgery, South Bend Adult; Dr. Shamsa Khan, South Bend Adult; Dr. Joseph Cellini, South Bend Adult; Dr. Mark Habermeyer, East Peoria; Dr. Delna Skariah, East Peoria and Dunlap New Office Managers: Jeremy Yates, Pearland; Bernadette Banuelos, Cypress; FaLeicia Taylor, Sienna Plantation

GROWTH Brace Yourself Orthodontics, Indiana Cordon Orthodontics, Arizona East Valley Implants and Periodontal Center, Arizona Colorado Springs Oral Surgery and Pueblo Oral Surgery, Colorado Austin Children’s Dentistry, Texas South Texas Orthodontics, Texas

PEOPLE Promotions: Tina Taylor, Office Manager, Imagix Alpharetta; Kayla Porter, Office Manager, Hickory Flat Sue Lortie is taking on role of regional

Joe Eckerle

manager for the GA1 region

Division Vice President, Northeast

New Doctors: Dr. Maher Bourbia, Dunwoody; Dr. Kimberly Atherton, Imagix Roswell; Dr. Bush, Hickory Flat; Dr. Liudmila Poznyak, Imagix, Johns Creek; Dr. Abby Halpern, Virginia Dental Center; Dr. Amy Hassan, Virginia Dental Center; Dr. Osama Odeh, Dental One Woodbridge; Dr. Jen Matika, Little Neck; Dr. Emmy Garcia, Little Neck; Dr. Winnie Yeung, Dental Specialty of Chesapeake;

PEOPLE Promotions: Jeff Wingfield, Regional Manager, Maryland North New Leaders: Beth Wynacht, Regional Manager, Maryland South; Yarellys Torres, Regional Manager, New Jersey

GROWTH

Dr. Rodney Krzyhanovsky, General

Top line growth 3.7%

Booth; Dr. Alhabashi, Atlas Walk

Hygiene growth 9%

New Office Managers: Megan Negrete,

Pennsylvania expansion

Fair Oaks; Diane Winters, Imagix

Massachusetts expansion

Norcross

NORTHEAST

Massachusetts Denovo opening

Continued growth with Sleep Therapy

PDA Dental affiliated

providing additional services within our

Conducted eight patient seminars

practices

PRACTICE FIRST

GROWTH Brace Yourself Orthodontics, IN Pediatric Dentistry & Orthodontics of

PRACTICE FIRST

Midland Park, NJ

Created Smart Scheduling process for

Materialized Quick Patient Registration

Quality Orthodontic Care, GA

enterprise rollout

for efficiency of call handling and

Austin Children’s Dentistry, TX

Improved aesthetics in over 20% of

improvement of the patient experience

Cordon Orthodontics, AZ

Northeast offices

Improved call answer performance to

South Texas Orthodontics, TX

Added new technology in over 25% of

serve more patients

Northeast offices

Implemented Office Manager Meetings

Conducted Customer Service Training at

to unite the Support Center with the

all Northeast offices

field

ENGAGEMENT & SUPPORT Initiated “Employee Appreciation Program” Voted Best Region for 5 Star Google reviews (Connecticut) Increased employee retention Conducted 3 all employee Town Hall meetings

Introduced Internal Specialty Referral process to meet the needs of our patients and support our providers Actualized Sonicare within our Division to support patient care

ENGAGEMENT & SUPPORT Held eld North Central Florida Doctor dinner Held Town Hall Meetings in WFL, SEFL Introduced Dental Assistant engagement to support our teams Sustained momentum with Hyg Hygiene coaches by hosting a meeting in partnership with Glory Grossbard

Shawna Eury

Division Vice President,

Implemented Grass Root Marketing campaign for Identity Ortho. Working on the implementation of an Ortho Dashboard and Reporting Revamped and implemented internal referral program in Main Street Florida. Created Ortho Committee in Florida to determine best practices and the implementation of those across the region. (Pilot program that could be

meeting and N/NCFL

FLORIDA

PRACTICE FIRST

ORTHODONTICS

PEOPLE Promotions: Shawna Eury, Division Vice

ENGAGEMENT & SUPPORT Weekly Cadence calls with regional managers. Initiated visit to practices and held 1:1 meetings with teams and providers to ensure their goals were being met and to support positive relationships. Participated and led presentation in first DCA Ortho Summit Implemented monthly Orthodontic Treatment Coordinator Meetings in order to review policies, procedures, best practices and training for all practices in Florida. (Pilot program that could be implemented across region)

President, Florida Operations; Eduardo Laventman promoted to Division Vice

Eduardo Laventman

President, Orthodontics; Carissa Willson,

Division Vice President, Orthodontics

Office Manager, Rockledge; Jacqui Lubbers, Office Manager, Mandarin Dental New Arrivals: Dr. Natalya Ivanova in our ADC Clearwater office welcomed a healthy baby boy in September Anniversaries: Amanda Loray, Dental Assistant, ADC Bradenton celebrates 17 years of Service with DCA in July

GROWTH

PEOPLE Eduardo Laventman, Division Vice President, Orthodontic Operations; Dr. Matt Freedman, Orthodontic Clinical Director and Main Street Florida; Dr. Jorge Vargas, Clinical Director, Main Street Florida Sandra Diez, Jennifer Goodwin and

Boynton Oral & Maxillofacial Surgery &

regional managers with Ortho practices

Implant Center, Florida

in region report into the Orthodontic

Expanded hours in 65% of offices in

Operations DVP

Florida

Sharpening Your PROBLEM SOLVING SKILLS AN INTRODUCTION TO METHODICAL, STRUCTURED PROBLEM SOLVING When faced with business problems, we typically reach for familiar and customary problem-solving

Denise Arechavaleta

Director, Service Excellence

methods. This approach often leads

to frustration and ineffectiveness in solving the problem. In other words, we tend to follow the proverbial definition of insanity: doing the same thing and expecting a different result. The first part to this program will focus on the premise that that most business problems fall into four main categories, or better yet, four different ways to deal with

The last part of the program will be

• Troubleshooting

an application of the skills learned by

• Gap-from-standard

solving an actual problem faced by the

• Target-state

field at Dental Care Alliance. Denise

• Open-ended and Innovation

Arechavaleta, Director of Service Excellence, is facilitating these one day

Each type of problem category requires different thought processes, improvement methods, and management cadences. Each type has its own sub-system and surfacing mechanism, timing, and difficulty level. One size does not fit all situations, and just training people in tools or techniques only scratches the surface of problem solving. The second part of the program will introduce the structured A3 problem solving steps following the Plan-Do-CheckAct cycle.

workshops for our office managers as part of a larger training and process improvement initiative. The expectation is that managers, partnering with their regional managers, will continue using the skills they learn to tackle issues, finetune operations, and keep their practices running smoothly. Northeast and Southeast division managers have participated in or are scheduled to attend the problem-solving workshops this year. Florida and Midwest divisions will be invited in to take part in the sessions in 2020.

a problem:

CELEBRATING SERVICE EXCELLENCE! IN LATE NOVEMBER, DURING THE REGIONAL MANAGERS AND DENTAL DIRECTORS QUARTERLY MEETING, DENTAL CARE ALLIANCE RECOGNIZED THE TOP FIVE PERFORMING REGIONS IN FOUR KEY AREAS. KEEP UP THE GREAT WORK! Q3 CALL ANSWER PERFORMANCE

Q3 PATIENT EXPERIENCE | GOOGLE REVIEWS

REGION

REGIONAL

ANSWER RATE

REGION

REGIONAL

# OF REVIEWS

TX1

Juanita Avila

83%

Kara Keller

109

WFL2

Monica Richey

82%

SEFL2

Maria Daizi

NFL

Matt Brush

81%

Kara Keller

NY1

Colleen McFarlin

80%

Sandra Diez

CT1

Kara Keller

80%

NFL

Matt Brush

Q3 NET REVENUE GROWTH

Q3 EBITDA GROWTH

REGION

REGIONAL

% TO BUD

REGION

REGIONAL

% TO BUD

Bridget O’Neill

103%

Bridget O’Neill

109%

WFL1

Tony Belton

102%

MS-W

Dionne Chapel

104%

Dan Sparks

101%

SFL2

Maria Daizi

100%

HERE WE GROW AGAIN! DCA added 14 new affiliations, including entrance into Arizona and Colorado for the first time, in the first 10 months of 2019. Where will we grow next?

G E T CON N ECTED WI T H D.I.C.E.! D.I.C.E. is DCA’s information center for employees. You can easily ﬁnd anyone in the company, updates

Enter your DCA or personal email address on ﬁle in Kronos to get started.

WHAT CAN YOU FIND ON D.I.C.E.?

to D.I.C.E. using any computer or

Contact Information for Assistance How to Make Changes to Beneﬁts Details on the Employee Referral Program Submit a Support Services Ticket Upcoming Training & Development Opportunities Educational Webinars on Social Media, Online Reputation and Marchex

mobile device. Find us online and

The Latest News, such as: Helpful

and news from the Support Center, dashboards and analytics, and other important information to help you stay connected to the DCA Family! All current employees with an email address on ﬁle in Kronos have access

Reminders for Smart Scheduling Templates, Enhancements to Automated Confirmation, DCA Welcomes New Affiliates, Benefit Open Enrollment & Teladoc Coming Soon!

bookmark the site www.dcadice.com.

E MA I L DI CE@DE NTALCAR E ALLI AN CE .COM FOR ASSI STAN CE .

IMPROVING THE PROCUREMENT & EXPENSE MANAGEMENT PROCESSES WITH COUPA Earlier this year,

been reduced from 3 days to less than

standards! 4,000 expense reports have

DCA successfully

half a day (0.41 days)!

been processed through Coupa in the first 6 months that online expense reports

completed our implementation of Coupa, with expense reporting launched in April

Talia Pandolfi Controller

and procurement

have been available.

SINCE IMPLEMENTATION OVER

With the second quarter of Coupa (Q4

68,000

2019), we have developed a hands-on Training Module that will walk users

INVOICES REPRESENTING

through all aspects of the tool and train

launched in

$61M IN SPEND HAVE

June. The Coupa

BEEN PROCESSED

to continue to refine Coupa to best

THROUGH COUPA.

we value all of the feedback we have

and invoicing

Implementation team spent 6

new users on the platform. We hope meet the needs of the DCA family, and received. We want to thank everyone

months working with Coupa experts in

Sabian A. Selmer

Director of Procurement

tool to meet the needs of DCA. In the first month of

implementation, the team held over 45 training sessions, and has continued office hours on a weekly basis to serve user needs and answer questions in an effort to support our offices. All 320 offices that were affiliated as of the implementation date have successfully average time to place an order has

Before having our training (with the Procurement Team), I felt powerless when ordering in Coupa. Now I understand a lot of the tools that I can use to help me with all my orders. Naomi H (TX) if you have questions or need assistance with Coupa, email coupasupport@dentalcarealliance.com

learning how to use Coupa, and we hope

their invoices online and the payment

designing the

placed orders through Coupa. The

for their patience and persistence in

Coupa provides all users visibility to processing time. Additionally, it allows

it continues to add value in the offices.

vendors who join the Coupa portal to

Big congrats to the Coupa Implementation

submit invoices electronically through

team and all of the users of the system!

Coupa and have visibility to their orders and payments. We have received extremely positive feedback from our internal users and vendors surrounding the visibility that Coupa provides. The online Expense Reporting tool allows

Coupa Implementation Team: Rachel Fielding, Senior Accounts Payable Coordinator & Coupa Admin Rachel Black, Purchasing Coordinator & Procurement Coupa Admin

us visibility into the approval process and

Sabian Selmer, Procurement Director

the average approval time of expense

Talia Pandolfi, Controller

reports is now 1.65 days, which brings DCA in line with the industry

I learned that I can order from each company (at one time in Coupa) and push the order through. And it might get there quicker. The Procurement Team did a great job explaining how they go out and get better prices for us. And great job explaining the budget. Deborah H (TX)

Having the Procurement Team come and visit with us for some much needed training was a blessing! Now I’m not so stressed out about ’am I ordering right, are we going to get what we need...’ They set my mind at ease. I understand ordering is a little more involved than it once was but it isn’t hard! Knowing the fundamentals has helped me understand how to get our order correct and on time; and, most of all to keep it organized! Kristen L (TX)

TAKING TIME TO CELEBRATE THE TEAM This fall, the Northern Virginia teams gathered together with their families at Burke Lake Park to celebrate the season and success of 2019! There was a photo booth, face painting, Marvel character impersonators, Sir Floss A Lot, and sidecar rides on Dr. Priceâ&#x20AC;&#x2122;s Harley! There were cornhole games, and a relay race between the offices where contestants had to run with eggs on spoons & gear up in PPE! With plenty of food and fantastic company, the Northern Virginia picnic was more like a family reunion!

ENCOURAGING TEAMWORK & CREATIVITY The team at Dental Associates of Hollywood had some fun recently at Painting with a Twist. This dedicated group of ladies showing their creativity and commitment to dental healthcare on canvas! Bottom left to right: Diana Singh, Joana Jauregui, Eunice Lopez. Top left to right: Sandra Hamilton, Dr. Yeganeh Rezaie, Geanys Batista, Mairim Rubi, Andrea Silva, Vanessa Fernandez, Sharon Morales, Elizabeth Jimenez, Ines Aparicio

PARTNER OF CHOICE David Pegg Chief Development Officer

Seasons Greetings to all of you DCA Family members! We hope this note finds each and every one of you healthy, happy and at the ready for a joyous holiday season. While we clip the mistletoe, mix the egg

of address or care provided, they all are

leadership, coaching, execution and a

representative of our commitment to

steady hand to the group and we are so

clinical quality, patient experience, patient

very glad she is an integral part of the

first culture and growth. We are so very

team. In addition, we have welcomed

excited and fortunate to have them be a

newly revised processes around diligence,

part of our mission. #StrongerTogether...

business improvement and value

no doubt. And a special call out to

creation, all of which have fostered an

our team who have worked tirelessly

enterprise-wide commitment to making

and collaboratively to bring these new

our affiliations a success. A special call out

affiliations to fruition. Job well done.

to the team for improving our approach to affiliations and creating value therein.

nog and put out the candy canes this time

New affiliations are not the only additions

of year, it is also a reminder that we are

to call out though. We would like to

With merely days left, we have some

approaching the turn to 2020. As we look

welcome Grace

affiliations to wrap up like holidays gifts

back on our development endeavors in

Kingdon to the

before the year’s end. It will require a

2019, we are happy to report that it has

DCA Family as well.

team effort but we know we can count

been an active one for new affiliations.

Grace joined DCA

on one another and each person’s best

We have celebrated the addition of 14

in July from DaVita

efforts to bring the year to a successful

new brands to the DCA network, with a

and is the Director

completion.

few more to hopefully cross the finish line

of M&A Process

by year’s end. We have added partners in

and Diligence. In

existing states as well as new states and

very short order,

across the spectrum of care. Regardless

Grace has brought

Grace Kingdon Director of M&A Process and Diligence

We wish each and every one of you the happiest of holidays.

New Affiliation Referral Bonus Program Do you know a dentist who would benefit from affiliating with Dental Care Alliance? Maybe the dentist is looking for support to further grow his or her practice? If so, we’d love to speak with them! As a thank you for making the connection, we’ll reward you with a monetary referral bonus once the transaction closes. This bonus opportunity is available to ALL team members – you do not need to be a doctor to make the referral. We know that many of our team members have relationships with other dentists in their markets, and we would love to speak with other dentists to learn more about their needs and explain DCA’s flexible affiliation benefits. Please contact David Pegg, Chief Development Officer, with any referral: DPegg@DentalCareAlliance.com

The referral bonus is up to 1% of the sale price. On a $1,000,000 transaction, that is a $10,000 bonus!

2019 DCA DENTAL HYGIENIST OF THE YEAR

Lisa Kil is the solid health care provider we count on in the Midwest. Her thorough patient care is reflected in her production numbers every single week of the year. She represents the best of DCA and as a coach, I use her as an example of what is possible.

It’s been a record year for our hygiene team! So this year, it’s exceptionally important to

Rita Rogers, RDH

recognize DCA hygienists across the country. We are delighted to award Lisa Kil, RDH, from Wadas Dental Center of Munster in Indiana with the 2019 Golden Nevy Award! Lisa has been with DCA for ten years, and is a very passionate, loyal, and dedicated team member to the Munster family practice. She goes above and beyond to provide world-class patient care and an excellent patient experience! “I have had the pleasure to work alongside Lisa for nine of my ten years in dentistry, and look forward to many more! She is fully deserving of this award and I am proud she is part of our team at Wadas - Munster and Dental Care Alliance,” shared Dr. Jason Cooper, Clinical Director for Indiana. “Lisa always practices with a ‘patient first’ mindset and comes in to the office each day ready to give her best!”

Lisa is always smiling and has a caring and positive personality. She is warm and sincere with patients, and does a great job in explaining what her patients need.

Lisa will receive a trip to New Orleans and registration to attend the 2020 American Dental Hygienists Association Annual Conference in June, including airfare and overnight

Jen Stephen, EFDA

accommodations for her and a guest!

Lisa makes me smile. She loves what she does, and it shows. She loves to get to know her patients and to make them smile and laugh. She’s an amazing coworker!

Lisa is a positive and bubbly person who gets along with everyone. Her wonderful personality is great for office morale and she will always brighten our day. Stephanie Nelson, lead EFDA

Renee Toso, EFDA

DENOVO PRACTICE SUCCESS & INVESTING IN OUR FUTURE

VITAL FEW #

As of writing this, we have completed

With our added team concentrating

and are finishing up 89 office refresh

on our facilities and the ever growing

Craig Murray

projects. We have another 21 that we are

footprint, we have kicked off some

Vice President of Real Estate & Strategic Initiatives

waiting on quotes or approvals. We will

important programs.

continue this momentum into 2020 with our planning. Please do not hesitate to As we close out 2019 I look back at the

reach out to me if you feel you have not

amount of work that has been done

been heard on the needs of your location.

across all regions and affiliations and

We need to prioritize them all, but all our

am amazed at what our team has

offices need to be heard.

accomplished with the help of many outside of the Support Center.

WE HAVE COMPLETED

The first is a national partnership with Lennox HVAC. They will slowly become our national preferred contractor for all Preventative Maintenance (PM) and repair work. In many cases, we are legally obligated to have a PM program in place

As we look ahead to 2020, we have two

for the landlord. Under the leadership of

de novos looking to open in the first

Chuck Aldrich, we will be making sure we

quarter. Those are Advanced Dental Care

are compliant.

of Daytona Beach with Dr. Melissa Colon,

FIVE DE NOVOS AND

Tioga Dental at Celebration Pointe with

MULTIPLE RENOVATIONS:

Dr. Busch, Dr. Craighead and Dr. Potter.

The second initiative will be to have all of our practices evaluated on the aesthetic appeal of the location. This is not to have

BAYSTATE DENTAL OF

Forever Family Dental of New Lennox

a critical eye, but a way for us to prioritize

SPRINGFIELD, MA

with Dr. Courtney Botica, Klar Voorhees in

the refresh program. A big factor I believe

TIOGA DENTAL IN

Littleneck with Neal Klar, Marni Voorhees

in becoming patient centric are the

and Patrick Holmes, and Konikoff Dental

aesthetics of our practices.

GAINESVILLE, FL GENTLE DENTAL OF

in Edinburg all look to open in the 2nd quarter of 2020.

To that end, we are exploring to identify a Facilities Management program that

JENKINTOWN, PA

DCA is also planning to relocate a number

will best fit our needs and goal to serve

KONIKOFF DENTAL

of locations due to the lease being expired

you better in response time, reporting

and a need to create a best in class

and capital forecasting. We are getting

environment for our teams. With the 2020

close and we will have a robust training

de novos, relocations, and expansions, we

program prior to going live.

IN LITTLENECK, VA BAYSTATE DENTAL OF HOLYOKE, MA

are looking at close to 20 large projects. This will be our biggest year yet.

I look forward to what the end of 2019 brings and what 2020 holds. Please let us know what we can do to help.

Focusing on Successful New Partnerships

As the Dental Care Alliance family of affiliated practices continues to expand in sophistication and geography, the support and operations leadership teams are more committed than ever to creating value, unlocking growth opportunities and putting the practice first. Earlier this year, Craig Murray was named as DCAâ&#x20AC;&#x2122;s dedicated point of contact for newly affiliated practices. Additional support and infrastructure in 2020 is expected to help lead new affiliation relations and assimilation efforts, ensure operational success and drive team and doctor engagement and support. These additional resources and attention will help to ensure that DCA delivers on our promise to unlock value from our newest partners from day one.

DENTISTRY’S BEST CLINICAL LEADERSHIP

WHY CAN’T ALL OF OUR DOCTORS BE CREDENTIALED IN OUR OFFICE? Senate Bill 137 (SB137) was the first bill to establish requirements on health plans and health insurers (carriers) to make available updated provider directories providing information about contracting providers, including those who are accepting new patients. The bill requires

Marvin Becker, DDS Maryland

Dr. Edan Blumenthal Pennsylvania

Dr. Mitch Blumenthal Pennsylvania

Dr. Alex Cardounel Florida

directories to be updated frequently. Since the law went into effect on July 31, 2018, 36 States have adopted Directory Validation in one form or another, the most stringent being California. Currently 19 of the 20 states in which Dental Care Alliance practices operate have some sort of Directory Validation requirement.

Dr. Jason Cooper Indiana

Dr. Dennis Corona Florida & Michigan

Dr. Matthew Freedman Orthodontics

Dr. Robert Friedman New York

The law requires written validation that the doctors listed in any given practice, work there routinely, or at a minimum have worked in the location at least once in the previous 90 days. Depending on the state, if the provider has not worked at a location in the previous 90 days and submitted a claim, the doctor will be removed and/

Dr. Steven Goldstein New Jersey

Dr. Matt Haluch Connecticut & Massachusetts

Dr. Todd Jorgenson Arizona

Dr. Michael Kesner Texas

or terminated in order to reflect an accurate listing for each location. CMS is the Government Agency monitoring Directory Validation on behalf of Medicare Advantage Plans. Health plans and offices can be fined for misleading the public and having patients present to providers who do not work routinely at the listed address.

Dr. Bryan Laskin Minnesota

Dr. Michele Mattioli Virginia

Dr. Trey Mueller Central Florida

Dr. Stephen Price Virginia

Every 90 days (180 in some states) the health plans require us to “clean up” our offices and confirm all active providers. Plans that haven’t received a claim in 180 days proactively terminate doctors who have worked at each and every practice at which they are listed. DCA is able to list our dental directors at all locations and up to five office locations

Dr. Erin Shanahan Illinois

Dr. Jorge Vargas

Main Street Southeast Florida

Dr. Gene Witkin Georgia

Dr. Lorne Yasbin Maryland

for most general dentists and specialists.

Accelerating Your Success DOCTOR PROGRAM HOSTED AT DCA Support Center 6260 Lake Osprey Drive Sarasota, FL, 34240

RECEIVE

FOR COURSE!

PRESENTER | DR. DONALD GALLO | CHIEF CLINICAL OFFICER

Description of Course Contents: This interactive workshop includes topics that will enable the Doctor to add exceptional value to the practice as well as effectively communicate with patients. Attendees participate in discussions, role plays, and activities later used to develop a comprehensive action plan resulting in an answer to the ultimate questionâ&#x20AC;Ś What Pro-Active steps can you take to be more successful in your practice?

Learning Objectives: Leadership Skills & Team Building

Case Acceptance

Home Office Support

Develop culture and core values for

Enhance communication with patients.

Use the support provided by your home

your team.

Change patientâ&#x20AC;&#x2122;s needs into wants.

office team members.

Develop leadership skills.

Use case presentation tools.

Discuss the formulary and why it exists.

Identify traits that inspire your team.

Narrow patients treatment options

Discuss preferred labs.

Build and establish trust within your

down to one.

Use available reports to measure

patients and team.

Overcome the big three patient

success and monitor progress.

Communicate effectively with your

objections of: no money, no time, no

Grow your career as a DCA doctor.

patients, team, managers, and

urgency.

directors.

For more information, email Train@dentalcarealliance.com

Dental Care Alliance Nationally Approved PACE Program Provider for FAGD/MAGD credit. Approval does not imply acceptance by any regulatory authority or AGD endorsement. 2/1/2019 to 1/31/2022. Provider ID# 208034

CLINICAL CHAT: PREPARING FOR DENTISTRY IN 2020 As we approach the end of the year, I thought it would be a good time to look at what we have accomplished

Don Gallo, DMD

Chief Clinical Officer

clinically in 2019, and what we see on the horizon for 2020.

UNLEASH POTENTIAL This year, Dental Care Alliance added another 30 iTero scanners across the business. As an organization, we believe scanning is the future in dentistry. To date, DCA has been using iTero scanners exclusively, but given our size and growth, are currently exploring other scanning options for both existing and future offices. Primescan, a Dentsply Sirona product, is one of the scanners we are considering. Dentsply has added a component to Primescan similar to the orthodontic simulation in the iTero. Look for a number of these Primscan scanners entering into DCA practices to be evaluated in 2020.

SERVE FIRST 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. To that end, DCA plans to implement a 3D printer into the Virginia Beach market. 3D printers are capable of directly printing night guards and surgical guides. That’s not all. Given the vast number of labs varied pricing tiers, DCA plans to pilot a regional lab in the Massachusetts and Connecticut markets. The lab will allow us to mill single unit ceramic restorations directly in the market and with a reduced turnaround

MOVE FORWARD With the addition of Dr. Bryan Laskin as our Chief Innovation Officer from Lake Minnetonka Dental in Minnesota, DCA will continue to evaluate emerging technology in our space. Some of the technology we are looking at includes artificial intelligence for both Q&A and diagnosis, and virtual reality googles to be used during treatment. Dr. Laskin is also developing the DCA DR app, which will provide direct access to important practice management and communication tools, and will be available in early 2020.

IMPROVE LIVES

Brighter Way Center in Phoenix, Arizona. Six DCA doctors attended a three-day, hands-on course in implant placement. Each participant had the opportunity to place 8 – 10 implants on live patients. The course was a combination of didactic and hands-on, in addition to implant placement, extraction and grafting. The design of cases and splint utilizing CBCT imaging was also provided. Dental Care Alliance will offer four more Implant Training Courses in 2020. Dates, locations, and other details will be communicated as soon as they are confirmed. If you or any of your providers are interested in being trained on implant placement, please

Sleep apnea continues to be an attractive

contact your dental director to discuss.

addition for our procedural mix. The

EXPECT EXCELLENCE

challenge in 2019 was finding a billing service that could obtain payment through medical insurance. DCA is currently working with two outside services for medical billing, and we’ll keep you updated on the results. If we are unable to find an adequate service to manage the bill, we will set a fee and bill the patient directly. Sleep apnea treatment is a valuable service and should be a procedure we offer to our patients. With increased awareness of the medical risk of untreated sleep apnea, a large percentage of the population continue to suffer because they are unable to tolerate a CPAP machine. Dental Care Alliance practices can offer less intrusive, effective alternatives for these patients.

The inaugural Dental Care Alliance Orthodontic Summit also took place in October. Twenty of our orthodontists, along with senior leadership gathered for a two-day meeting at the Dentsply Sirona training facility in Charlotte, North Carolina. DCA’s clinical orthodontic leadership team, Dr. Matt Freedman and Eduardo Laventman, were formally introduced and welcomed into their new roles by the doctors. The goal of the program was to review emerging trends in the clear aligner market, discuss orthodontic KPI’s to help our doctor partners manage their businesses, and a deep dive on marketing strategies for orthodontics. A special thanks to Dr.

Clear aligners continue to be in high

Neal Klar, who did a presentation on

demand from patients, and we will

the marketing success they’ve achieved

continue to explore options to ensure

at Klar Voorhees Orthodontics (KVO),

the best product and cost for our

and Dr. Amy Jackson who shared her

patients and doctors. If DCA can reduce

“Retainers for Life” program from South

the lab cost significantly, it will allow us

Texas Orthodontics (STO). Attendees also

to offer a more competitive price point

heard from two orthodontic software

in this evolving market. In addition,

platforms, as DCA endeavors to migrate

plans are in place to add a number

to one orthodontic software program. The

of CBCT scanners into all markets.

Summit ended with an evening of fun and networking at Top Golf.

time of just 3 - 4 days. We anticipate testing

LEAD TOGETHER

this “spoke and hub” lab model in 2020.

This past October saw the inaugural

It’s certainly been an exciting 2019… and,

class of dentists who went through DCA’s

on behalf of the entire clinical leadership

Implant Training Course. This course was

team, we can’t wait for 2020!

held in conjunction with BioHorizons at the

DENTAL HYGIENE

DEAR HYGENIUSES OF DCA! We are very

In 2020, we will be continuing our mission

We are committed to excellence in all that

excited about

and vision for growth and optimal care

we do, and we will continue to follow this

the growth and

throughout some new and improved

culture at DCA. Having said that, I thank

development of

levels of training. We know that the more

you all for your hard work, dedication,

our DCA Hygiene

knowledge and education we have, the

loyalty, leadership and the excellent

Team in 2019! We

better we can serve and provide WCDHC

service you are providing. We are proud of

have visited most of the regions with our

for our patients. I look forward to seeing

you and the value you bring your patients

World Class Dental Health Care (WCDHC)

and working with all of you to support

and our practices. We could not do this

workshops and are continuing to help the

your progress at DCA in the years to

without YOU!

new affiliations into 2020. We certainly

come. I have the utmost confidence that

have all been “growing stronger together”

we will continue to grow stronger as a

and providing optimal patient care

Hygiene team in 2020.

Glory Grossbard, RDH

VP of Hygiene and Practice Development

through the great services that you do. This year we placed a very large footprint on our DCA organization with our Hygiene Team leading growth over 2018. We are very proud of each and every one of you! We also want to acknowledge our Hygiene Coaches (all 17 of them—soon to be 20), for providing excellence in coaching and helping support each RDH. We clearly know that much of our success has been with each of you having a great impact in practices! We are looking forward to a strong 2020.

Left Top: Natasha Pagan-Vargas, RM NC FL; Rachel Buckler, Hygienist MD; Rita Rogers, IN Hyg Coach; Natalie Angelini, PA Hyg Coach; Lisette Medina, Director of Hygiene for NCF & NF. Left Bottom: Nicole Breidel, IL Hyg Coach; Tara Pannell, KDA Hyg Coach; Cheryl Engleman, MD Hyg Coach. Right Top: Tamara Lucas, Hartford Hygienist; April Moss, Mid Atlantic Hyg Coach; Barbara Greene-Brooks, MD Hyg Coach; Jeff Wingfield, RM MD; Wendy Stewart, KDA Hyg Coach; Claudia Rodriguez, MYS TX Hyg Coach (new); Barbara Lutz, NJ Hyg Coach; Glory Grossbard, VP of Hygiene. Right Bottom: Liz Ines, PerioProtect Account; Juantia Aviles, RM MYS; Keverly Sugden, WCF Hyg Coach; Nashwa Khaled, MYS TX Hyg Coach (new)

In October, Dental Care Alliance celebrated

TOP FOUR HYGENIUS TEAM MEMBERS

National Hygiene Month and recognized our outstanding team across the country with messages of thanks and a special gift for each HyGENIUS. We also recognized our top four leading

Madeehaw Rizman

Dental Associates of Northern Virginia – Burke

Nicole Charnoubi

Dental Associates of Northern Virginia – Tyson’s Corner

team members with Snappy points so that they could select from the online

Yina Margarita Vasquez

Dental Specialty Center of Homestead

catalog of awesome gifts.

Ashely Cruz

Dental Solutions Cedarbrook

Celebrating the DCA DENTAL HYGENIUS!

DCA is proud to have the industry’s best

taking and developing dental x-rays and

Each year in October, the American Dental

dental hygiene professionals!

chart teeth

Hygienists’ Association (ADHA) celebrates

Dental hygienists are partners in

dental hygienists, recognizes the patient

prevention, encouraging patients to

care they provide, and raises awareness

brush, floss and rinse to protect oral and

on the importance of good oral health.

overall health. They play a vital role in

There’s much to celebrate about being a

ensuring optimal health and improving

treatments

dental hygienist, and Dental Care Alliance

the lives of our patients by:

taking impressions of teeth for creating

is excited to honor our team of 672 dedicated hygiene professionals and the important role they play in improving the lives and health of our patients.

screening patients for oral health conditions applying sealants and fluoride

answering questions and advising

dental devices

patients on good dental care habits

completing documentation and other

removing plaque and tartar build-up on

patient management tasks

the surfaces of teeth

“IN EVERY DCA PRACTICE THAT I VISIT, I HAVE THE PLEASURE OF MEETING TRULY WONDERFUL HYGIENISTS.” - BARBARA LUTZ RDH, BSHS

Throughout my career, I have enjoyed

My goal is educate, influence and help

many facets of the dental hygiene

guide you to recognizing yourselves as

profession. Still, I am amazed and

the industry’s best dental healthcare

fortunate to witness how each hygienist

professionals.

takes his or her own individual approach to their patient care.

A great example is the DENTAL HYGENIUS pictured on the right,

As a hygienist and now a coach, I

Hadeer Hanafy from our Garden

am excited to watch our profession

State Dental practice in Toms River,

become a more connected part of the

New Jersey. Hadeer consistently

healthcare community, and a well-

strives to deliver excellent patient care

recognized factor of the comprehensive

and creates healthy smiles for life! We

wellness of the patient. It’s our

couldn’t be more proud that she is part

responsibility to guide and inform

of this successful team.

our patients of the importance of oral health and the impact it has on their overall quality of life.

Hadeer Hanafy Thanks to all of our hygiene team

Dental Hygienist, Garden State Dental, NJ

members across the DCA family of practices, for all your efforts and all that you do help us grow stronger together.

DENTAL HYGIENE

CREATING HEALTHY SMILES

for Life

In honor of Dental Hygiene Month and with great admiration for DCA’s entire team of dental healthcare professionals, we honor the team at The Dental Center in Indiana! Seven dedicated team members have served at the same

After so many years at the same location, it is no surprise

address in South Bend, Indiana, for more than 40 years

the team members’ loyalty is reflected in the patient

each... that’s a total of over 300 years of service!

base. Many families are third or fourth generation

According to Becky Wetzel, the longest serving member of the team, career expectancy when she graduated from Indiana University Hygiene Program was about 5 years. Having surpassed that by nine times (and counting!), she credits her longevity to treating each patient like family. Family is a recurring theme, with Sue Spier and Linda Mouros also appreciating the warmth and camaraderie which the group enjoys every day. Trina Schultheis and Gerri Kromkowski echoed their love of kids and the special communication skills needed to connect with

patients of The Dental Center. Karen Austgen explains the team has grown with the practice, and is not afraid of change. The practice started in 1963 by Drs. Alfred Fromm and Charles Rosenbaum and has undergone multiple expansions and remodels to meet the needs of the community, and continues strong today. Thank you for your many years of commitment and service to the families of The Dental Center in South Bend. We are grateful you are part of the DCA family and all that you do to help us grow stronger together!

young patients, as well as parents and caregivers.

Pictured left to right in photo: Karen Austgen, RDH and Office Manager 45 yrs; Trina Schultheis, EFDA 40 yrs; Sue Spier, BS, RDH 41 yrs; Becky Wetzel, RDH 45 yrs; Gerri Kromkowski, RDH 40 yrs; Linda Mouros, Medicaid Coordinator 45 yrs; Not pictured: Dr. Rob Austgen 44 yrs

RECOGNIZING THE OUTSTANDING HYGIENE TEAM

AT BAYSTATE DENTAL IN MASSACHUSETTS In celebration of Dental Hygiene Month, I would like to share the Baystate Dental hygiene team from the Massachusetts region. We have an amazing team that strives to provide the best patient care every day. It is my hope that in recognition of our dental hygienists, that we all reï¬&#x201A;ect on the many ways hygienists impact the lives of our patients. Thanks for all you do to help us grow stronger together! Stacy Haluch, RDH Massachusetts Region Hygiene Manager/CoachLudlow

LUDLOW

PATTY

STURBRIDGE

TARA

NORTHHAMPTON & GREENFIELD

AMANDA

ALYSSA

WEST SPRINGFIELD

NELYA

HOLYOKE

WESTFIELD

MACKENZIE

KAITLYN

JON

WILBRAHAM

LORI

VICKI

BELCHERTOWN

MIRANDA

GINA

JENNAH

MEGAN

CHICOPEE

MARCIE

SPRINGFIELD 212

KRISTA

DCA CAREER ACADEMY EXPANDS Abby Frey, LDA, CDA, Field Training Specialist, works directly with new and existing employees and field leadership to develop and deliver engaging training content that aligns with business needs. Abby assesses responsibilities and training needs for all positions. She works in collaboration with the team to ensure quality content development needs are met and effectiveness is proven. Abby is a subject matter expert in dental assisting as a Licensed Dental Assistant by the Minnesota State Board of Dentistry and nationally certified by the Dental Assisting National Board. With experience in leading and managing, she models, delivers and encourages employees to deliver exceptional customer service. Abby has been with Dental Care Alliance since December 2018 through the affiliation with Lake Minnetonka Dental, where she worked for 10.5 years. She lives in the Twin Cities area with her husband and her two children, Jameson and Jordyn. In her spare time, Abby enjoys spending time with her family, running and refurbishing anything vintage. Welcome to the team, Abby.

CALLING ALL DENTAL ASSISTANTS! The DCA Career Academy launched the first Dental Assistant

The purpose of the workshop was to assist dental assistants

Workshop, The Role of the Dental Assistant in Delivering â&#x20AC;&#x153;World

to unleash their potential by leveraging their clinical strengths,

Classâ&#x20AC;? Dentistry on Saturday, November 2, 2019. Abby Frey, new

interpersonal skills and share best practices. Some of the topics

Regional Training Specialist, facilitated this workshop.

covered included the following skills essential to success as a dental assistant:

COMMUNICATION

ANTICIPATION / PRO-ACTIVENESS

PREPAREDNESS

CHAIRSIDE SKILLS

Establish consistency in

Create value for patient

communicate effectively and

Understand the needs of

developing procedure

care by demonstrating

increase engagement with the

Use interpersonal skills to

provider(s) and patients

efficiencies and in maintaining

professionalism in the

patients, providers, manager

to aid in increasing office

a low-stress environment.

delivery of patient services.

and team members.

productivity and patient satisfaction.

A unique aspect of the workshop was an on-the-job component

The practice will benefit from having a dental assistant that

that supported the attending dental assistants to integrate

has a heightened awareness of his/her role in increasing office

learned skills into their day-to-day work. The participating dental

productivity, patient satisfaction and procedural efficiencies.

assistants had an opportunity to create an action plan and return to the workplace ready for action. Furthermore, dental assistants left the program feeling empowered, engaged and inspired to have a greater impact on the patients, provider(s) and team.

We are excited to be offering this workshop in a region near you starting in 2020!

THE TEAM AND OFFERINGS A NEW PLATFORM FOR CE CREDITS:

DCA PARTNERS WITH VIVA LEARNING We are proud to announce a new partnership with Viva Learning. Our partnership with Viva Learning will enable our team members to continue to grow and excel in their roles and to provide exceptional patient care.

What is Viva Learning? Viva Learning is an online dental specific continuing education (CE) platform that delivers live, interactive and self-study accredited content. A variety of courses are prepared and presented by today’s most respected clinicians, speakers and dental educators. These courses prepare our dental health care professionals for industry change and innovation with a self-learning approach to continuous improvement. Viva Learning is committed to providing online access to high quality, clinicallyrelevant presentations, both interactive and on-demand, with the goal to help improve the way we practice dentistry. Viva Learning currently offers over 1600 courses and is constantly adding more. Below are a few featured programs:

How to access the Viva Learning Platform Every Dental Care Alliance employee has access to the Viva

Managing Pain in Era of the Opioid Crisis

Learning portal. New Employees are uploaded every other week.

Dental Stem Cells - Prep Patients for Future

Below is the log in information to access this platform.

Are You Ready for Laser Technology Protect Your Practice against Infection Mandibular Blocks: Reasons for Failure and Methods for Success Become that Extraordinary Dental Assistant Increasing Your Case Acceptance with Accelerated Orthodontics

CE Records with One Click

Website: dcalearning.com Username: dca.[yourkronosusername] Temporary Password: onlinece Follow the steps below to begin using this system: Step 1: Visit dcalearning.com Step 2: S elect Login on the top right of page

Viva Learning allows you to

Step 3: Login using the above information

keep a record of all courses

Step 4: U se the search functions to find a course

taken on the site. From the main page, you can view the “CE Quick Glance”. With one

Contact the Training Team if you have any questions: Train@ dentalcarealliance.com

click, you can send yourself a CE Report.

HR: CELEBRATING THE HEART OF DCA

VITAL FEW #

As a new year

2019 was our opportunity to enhance

hire orientation and new hire checklist.

begins, I’ve been

employment-related services and

These tools are intended to engage

thinking of a quote

make information more accessible

our newly hired employees and

by British author

to you — delivered in the way you

welcome them to DCA. These have been

and motivational

want to receive it. We incorporated

implemented and are currently being

speaker, Simon

communication such as TEXT HR, a

tested in targeted regions. Our hope is

Sinek, “Customers

detailed HR/Payroll page on DICE, and

to roll this out company-wide during the

will never love a

a dedicated Payroll, HR and Benefits

first half of 2020. We’ve partnered with

company until

line for direct access to the department

the Training & Development team and are

the employees

for your most asked questions. These

developing some training tools to help

love it ﬁrst.”

past few months, we’ve been working

enhance your professionalism and career

Truer words have never been spoken

on some exciting services. The first is

with DCA.

- especially when it comes to your HR

the DCA Benefits Corner, a dedicated

team... we are passionate about DCA.

page on D.I.C.E. There you will find

That’s why our focus has always been

important information about the benefits

and will continue to be our customers,

DCA has to offer, our new hire and

the valued employees of Dental Care

open enrollment video, and a monthly

Alliance and its partners. We strive to

newsletter on important health issues

bring you information that will help you

from our Compensation and Benefits

make effective healthcare choices that

Administrator, Meghan Anderson.

Steve Duval

Vice President of Human Resources

are best for you and your family, fast and reliable service, answers to many of your employment-related questions

My team and I are looking forward to an exciting and engaging 2020. As we work toward setting our annual initiatives, it is always with you in mind. Our desire continues to be bringing you the best customer service and information about your health and benefits, with fast and friendly service.

We’ve also been partnering with the Operations team and developing a new

and counsel during times of need.

Dear DCA Family,

CELEBRATING THE CAREER OF DCA’S STAN KINDER On behalf of the Business Development team, I’d like to announce the retirement of Stan Kinder. He has served Dental Care Alliance for the last eight years, helping to attract and make us the partner of choice for the industry’s best dental practices and professionals in the Mid-Atlantic Region. “It’s been my pleasure to know and work with Stan since 2007,” shared Dr. Craig Abramowitz, Executive Vice Chairman for Dental Care Alliance. “Over the last 12 years we have enjoyed our successes, and lamented with one another over some failures, but through it all Stan Kinder has always been the consummate professional.

It is with mixed emotions that I announce my retirement from DCA at the end of October. Evolving disabilities related to my multiple sclerosis diagnosis renders the travel needed in my role an ever-more challenging proposition. It has been my distinct privilege to work with so many exceptionally qualiﬁed people in virtually every area of the company — I will miss that interaction and support. DCA is truly a best-in-class organization and I believe destined for continued success and growth. I am grateful to have had the opportunity to contribute to that success in some small way. To the extent to which I can, I will continue to surface and send leads to DCA. This is a great way for me to remain connected to the organization and work that I love.

It has truly been a privilege to work with him and I

The thing that I will miss most is my interaction with the

am honored to be able to call Stan my friend.”

dentist practice owners, helping them to realize their

True to his nature, Stan took the initiative to pen a letter of gratitude and best wishes to his fellow colleagues. We thought it best to share the news of his departure with his

personal and professional goals. Thanks to everyone who supported me over the years, with a special shout out to Rondi Michaux, Dave Quigley and Jessica Savidge.

own words.

I wish everyone continued success.

Please ﬁnd them here and join us in wishing Stan health,

Sincerely yours,

prosperity and happiness for many years to come.

Stan Kinder

DCA MANAGERS PARTICIPATE IN PROBLEM SOLVING WORKSHOP In the course of a day, there are 86,400

During her workshop, Denise introduced

seconds. In each second, whether you

fundamental steps to ensure mindful

realize it or not, we all are faced with

thought to resolving operational issues.

problems and opportunities to make

These steps encouraged the group to

decisions which impact our work, home

slow down, evaluate operational issues,

and family environments.

and logically put together fact based

Recently in the Georgia market we had the privilege of having Denise Arechavaleta, Director of Service Excellence, facilitate a problem solving workshop for the regional and office managers who reside in the market. She introduced tools to help them maneuver through operational problems allowing them to map out the characteristics of a challenge, define steps to improve, develop team consensus and implement action plans to resolve. This was all done with two linchpins: first the teams have to work together through

initiatives which were measurable. Denise kept the team focused by emphasizing that no matter what the issue is the operational leadership team should not jump to the resolve without walking through the steps identified

Evaluate progress in resolving issue. (Cadence) Change steps if resolve is not apparent. The teams participated in hands-on exercises covering a variety of situations that are evident in our current working environment. During the training one initiative resonated with the team â&#x20AC;&#x201D; Accounts Receivable.

below which ensure we have identified

The leadership team rallied around this

the true issue and mapped out the

initiative separating into two groups.

appropriate steps to resolve. See below:

A few hours later they manifested an

Evaluate what are we observing. Look at only the facts of the issue. Define the true problem.

the issue as one cohesive unit and

Generate solutions.

second they had to develop a cadence of

Develop DBIS tracker to ensure issues

accountability through resolve.

Implement strategy to resolve.

are tracked to conclusion.

action plan to not only to determine root cause of the AR issue along with steps to improve, but also identified the pitfalls of their earlier attempts to resolve. From this workshop the leadership team seemingly transformed into one unit taking total ownership of the issues and steps for improvement. Deniseâ&#x20AC;&#x2122;s time in the market was invaluable and the team continues to express their gratitude for investing in this problem solving workshop.

DEVELOPING EXISTING AND EMERGING LEADERS AT DCA “Leadership is a process, not

In the spirit of continuous improvement,

Some additional features of the program

The Essentials of Leadership Program

include:

a title. It’s about leading with

(ELP) has been strengthened to meet the

others in ways that establish

Some of the enhanced aspects of the

direction, create alignment and build commitment.”

needs of our team and the organization. program include deeper focus on financials, increased participant self-

Self-assessments to identify current areas of improvement Interactive hands-on format to implement actionable steps to success

awareness and relational skills, and an

Peer learning, sharing of best

emphasis on evidence-based leadership

practices and exposure to

skills. Various support center leaders and

different leadership styles

field leadership participate in the delivery

Various resources to complete

of this program.

experiential assignments Exposure to leadership team and other functional leaders

CONGRATULATIONS TO Q2 LEADERS THAT COMPLETED THE ESSENTIALS OF LEADERSHIP PROGRAM. Program Participants (in alphabetical order): Jessica Acot, Yvette Anderson, Lori Bageard, Amber Brady, Stephanie Bullock, Frankie Curry (Ebony), Melissa Dawson, Elix Echevarria, Portia Facen, Diana Marie Colom-Garcia, Maria Lutschg, Norma Mendez , Heidi Romaniak, and Yuri "Judy" Soto.

Enhanced Learning Management System Compliance Training:

BASIC EXPECTATIONS FOR SAFE CARE Since 1993, the Centers for Disease

for CDC recommendations for dental

The slide series is divided into ten

Control and Prevention (“CDC”) have

health care settings. It complements

modules including an introduction, seven

updated and supplemented their infection

CDC’s Summary of Infection Prevention

elements of standard precautions, as well

control recommendations to reflect

Practices in Dental Settings: Basic

as dental unit water quality and program

new scientific knowledge and growing

Expectations for Safe Care, and was

evaluation.

understanding of the principles of

developed to increase adherence to

infection control.

established infection prevention practices.

DCA’s legal and compliance team has a number of tools and resources to

A 2016 CDC document, “CDC Summary

support infection prevention and

of Infection Prevention Practices in

control efforts in dental settings. For

Dental Settings: Basic Expectations

questions or additional information,

for Safe Care” brings together

contact the legal or compliance team

recommendations from the CDC

or visit D.I.C.E.

2003 guidelines on infection control with tools and checklists to help dental health care personnel follow infection prevention guidelines.

Centers for Disease Control and Prevention. Summary of Infection Prevention Practices in Dental Settings: Basic Expectations for

Because of the importance of

Safe Care. Atlanta, GA: Centers for

these CDC recommendations, DCA

Disease Control and Prevention,

has developed enhanced learning

US Dept of Health and Human

management system (“LMS”) training,

Services; October 2016. Adapted

including a slide series created by the

from: Guide to Infection

CDC, called “Basic Expectations for Safe

Prevention for Outpatient

Care”, that adds interactivity to the

Settings: Minimum Expectations

CDC’s summary document.

for Safe Care https://www.cdc.

This training series covers the basic principles of infection prevention

gov/hai/settings/outpatient/ outpatient-care-guidelines.html

and control that form the basis

FLU SEASON IS HEREâ&#x20AC;Ś

DID YOU GET YOUR FLU SHOT? The flu season is upon us and will last

be implemented to increase influenza

spread of the virus to vulnerable patients.

through winter. According to the CDC,

immunization rates among health care

Annual confirmation of immunization

more than one kind of virus will be

providers (HCP) to improve patient safety

should be provided to the Human

spreading this season and recommends

and personal health.

Resources Department. HCP with medical

that people working in a health care setting should be vaccinated annually against influenza. Dental Care Alliance and affiliates

Clinical and non-clinical staff should have received an annual influenza

contraindication will be asked to complete a declination.

immunization, unless there is a medical contraindication, to prevent

support and recommend measures

IN ADDITION TO BEING IMMUNIZED, EMPLOYEES ARE ENCOURAGED TO FOLLOW THESE HEALTH TIPS:

Wash your hands frequently with soap and warm water Avoid contact with those who are sick or others if you are sick Clean and disinfect surfaces that people come in contact with at work, school or home Avoid touching eyes, nose, or mouth without first washing your hands to ensure they are germ-free Cough or sneeze into your upper sleeve if you do not have a tissue handy

INFLUENZA (FLU) VACCINATION INFORMATION FOR HEALTH CARE WORKERS Did You Know?

Why Get Vaccinated?

CDC, the Advisory Committee on Immunization Practices

Influenza (flu) can be a serious disease that can lead to

(ACIP), and the Healthcare Infection Control Practices Advisory

hospitalization and sometimes even death. Anyone can get very

Committee (HICPAC) recommend that all U.S. healthcare

sick from flu, including people who are otherwise healthy.

workers get vaccinated annually against influenza.

You can get flu from patients and coworkers who are sick

Healthcare workers include (but are not limited to) doctors,

with flu.

nurses, dental personnel, laboratory personnel, students and

If you get the flu, you can spread it to others even if you do

trainees, contractual staff not employed by the healthcare

not feel sick.

facility, and persons (e.g., clerical, maintenance, administrative,

By getting vaccinated, you help protect yourself, your family,

billing, and volunteers) not directly involved in patient care but potentially exposed to infectious agents that can be transmitted to and from healthcare workers and patients.

and your patients. https://www.cdc.gov/flu/season/health-care-professionals.htm

WE RESERVE the RIGHT to GET

BETTER Improvement is the heart of our mission and source of action for our values. Improvement typically requires change in three different areas: technology, process & people. Technology is frequently a driver of change because of ongoing technological advancements. Process improvements lead to higher quality & better efficiency. However, the most critical parts of any improvement effort are the people – YOU!

The action at the core of all improvement is change.

important to change how we structured

assure we’re all headed in the same

our schedules? Some of the reasons

direction as a team. If you struggle with

included: to reach more families in need

change, engage with a teammate that

of quality dental healthcare (Vital Few

seems to be onboard with the change.

#2), operational efficiency within the flow of the practice, scheduling consistency that result in more dependable daily

Doing something differently

workflows, and more productive

than we currently do. Using a

schedules for our clinicians. Smart

new technology, improving a process – these changes test our attitudes and drive judgement. Does the change seem positive

Scheduling required technology changes within the scheduling templates, a process change with how patients were scheduled, and (most importantly) people to drive this operational best practice.

Working in Information Technology, our team has chosen a life of continual change. Many of our improvement efforts can be vast & impactful: converting many DCA practices to the Denticon practice management system, implementing more reliable & secure solutions in our new affiliations, upgrading IT equipment, and advancing our enterprise management reporting capabilities. We have also driven

or negative? Is this change

When we reflect on WHY smart scheduling

recent improvements that are more

easy or difficult? Does this feel

was important, it’s easy to correlate those

subtle: implementing a new help desk

reasons back to our organizational values.

ticketing system, deploying more wireless

exciting or demoralizing? Is this

Unleash Potential, Serve First, Move

hotspots (Cradlepoint devices) for internet

change vital to our success or

Forward, Improve Lives, Lead Together,

backup, & enhancing cybersecurity

seem unnecessary? As each of

Expect Excellence. Many of these

solutions are a few examples.

these questions are considered, there is a core underlying idea that must be addressed – the WHY. Why are we doing this?

In order to serve our role in driving improvement, it’s critical to start with understanding why we are changing at all. Smart Scheduling is an example of a recent improvement effort. Why was it

values are embedded within the Smart Scheduling example.

DCA is committed to continous improvement, and YOU are the most

After we’ve established a clear mindset

vital part of that commitment. Thank

around WHY change is required to

you for all you’ve done to assist with our

improve, it’s just as vital to serve as a

improvements to date, and thanks for

supportive teammate to others on the

being a pillar of strength for those that

team. People can struggle with change.

struggle with change. The values we share

They rely on a strong support network to

are a product of our collective mission

help them with perspective, feelings and

to improve the practice of dentistry. We

responses to change. Your relationship

reserve the right to get better – every day!

and support are a vital part of helping

Simplifying DCA Support Service Delivery with the Launch of our New

FreshService Ticketing System As part of our strategy to simplify and

The new Support Center Services landing

streamline the way we support and put the

screen looks a little different when users

practice first, DCA is excited to launch a

access https://support.dentalcarealliance.com.

modern, centralized service solution to replace

Support requests are now available for:

solutions to popular or frequently

• IT

asked questions. You’ll have

This new Support Center Services solution

• Kronos

better visibility to tickets, pending

will modernize our IT and other service

• Learning Management System – DCA Career

approvals and other enhanced

the way you currently request assistance.

functions with a refreshingly easy-to-use,

Academy

cloud-based platform. Enhanced functionality

• On-Call Doctor Changes

and centralized ticket management will allow

• Phone Schedule Changes

Support Center Services to log, respond and

• Template/Provider Schedule Changes

provide answers to your questions quicker

• Website Blocked

and more efficiently. This solution will soon consolidate all Support Center requests and assistance functions under FreshService – in one place!

All previously used help desk email addresses and links were forwarded automatically to the new system, ensuring continuity of coverage and that no requests were missed.

features when you log in. To log in to Support Center Services, simply enter your DCA email address and windows password. Additional support services will be offered in 2020... up next is Coupa support and communications requests!

support.dentalcarealliance.com | support@dentalcarealliance.com

DCA SUPPORT DIRECTORY Sarasota Support Center | 6240 Lake Osprey Drive | Sarasota, FL 34240 | Main: (941) 955-3150 | Fax: (941) 388-6989 We are here to help you. Feel free to contact any member of the DCA Support Team below with questions or needs. Full Name Aaron D’Amico Alberto Suarez

Ext 002300 –

Title

Full Name

Insurance Coordinator

Chris Mattern

Contact Center Coordinator

Christa Bass

Ext

Title

Full Name

007223

Insurance Coordinator

Elizabeth Ramsey

007282

Insurance Data Entry Clerk

005005

Senior Recruiter

Ellen Peacock

007225

Senior Recruiter

009156

Analyst

Emmanuel Vixamar

007167

Accounts Payable Coordinator

Erica Woolard

001089

Marketing Department Manager

Erin Widener

–

Aleida Torres

–

Insurance Coordinator

Christina Gao

Alex Bardenhagen

–

Sr. Contact Center Coordinator

Christine Moore

050292

Staff Accountant

Senior Data Analyst

Christopher Ta

002412

Helpdesk Representative I

Insurance Coordinator

Chuck Aldrich

064049

Director of R/E & Facilities

Insights & Engagement Specialist

Cindy Tomblin

005009

HR Coordinator

Alex Pallares

007275

Alice Ricciardi

–

Amanda Stevens

007007

Amber Altiero

–

Insurance Coordinator

Claudia Rubio

007550

Legal Assistant

Annette Foster

–

Contact Center Coordinator

Claudine Walters

007238

Integration Accounting Manager

Anthony Caiazzo

001086

Staff Accountant

Colleen Edel

003085

Doctor Administrator

Anthony Gallant

001099

Digital Marketing Director

Cory Ramos

002405

April Cutler

007245

Staff Accountant

IT Integration Specialist (941) 374-5122

Craig Murray

007555

VP of Real Estate & Strategic Initiatives (857) 272-5156

Crystal Chouinard

007279

Delegated Credentialing Coordinator

April Grinchenko

Ashley Morgan

002307

Insurance Coordinator (Verifications)

–

Facilities Coordinator

Ashley Taylor

009153

Leave & Benefit Coordinator

Autumn Rogers

007173

Insurance Data Specialist

Azure Larsen

–

Barry Ames

007544

Berenice Quintero Hernandez

–

Insurance Coordinator Dentist Recruiter

Betsy Layhew

005004

Recruiter

Betty Barnhart

007226

VP of Finance (941) 504-8021

Betty Guarino

–

Administrative Director - Northeast (Evolve Ext. 60001) (973) 634-6277

Betty Munoz

001064

Staff Accountant

Bilal Haq

007280

Associate of Corporate Development (513) 305-3130

Bob Metelko

001093

Staff Accountant

Bobbi Coil

002304

Lead Insurance Coordinator

C.J. Nocella

002409

IT Integration Manager (386) 986-0451

007561

Special Projects Coordinator

Gabriela SmithFranco

007280

DentRite Customer Service

Gary Martin

007239

Accounting Manager

Director of Planning & Analysis Director M&A Process & Diligence

Grady Wilson

–

Greg Lindman

007294

IT Operations Specialist

Heather Brealey

002326

IT Operations Specialist

VP of Tax

Jackie Richards

–

Insurance Coordinator

Jacobi Dunlap

002423

Jr. Systems Administrator

Divisional Marketing Director (214) 215-2175

Director of Practice Development (786) 298-7853

VP of Business Development (Southeast) (330) 310-6675

007291

David Aulita

–

David Neal

007560

VP of Revenue Cycle

James Jean-Louis

001050

Buyer

David Nichols

007542

Board Member (941) 809-5940

James Murray

001107

Digital Marketing Specialist

James Nick

001095

Chief Revenue Officer (920) 265-4362

Jamie Heister

007295

IT Operations Specialist

Janelle Jurcik

002301

CBO Manager

David Pegg

David Quigley

Debbi Rassel

– 007552 007272

Chief Development Officer (610) 304-5029 General Counsel & Compliance Officer DentRite Customer Service Supervisor

Debbie Wise

007237

Executive Assistant (J. Rhodes, D. Hockel & M. Olan)

Destanee Coppersmith

001096

HR Coordinator

Donel Petrin

007547

Sr. IT Operations Specialist (941) 504-4124

Dr. Craig Abramowitz

–

Accounts Payable Coordinator

Caroline Ramsdell

001103

Staff Accountant

Caryn Ackerman

007247

Office Manager & Administrative Assistant (Russell Allen)

Eddie Parmenter

Catherine Blasko

002401

Executive Assistant (Dr. Matzkin)

Verifications Team Leader

Fawn Nadler

Danny Burke

007231

009112

Helpdesk Representative I

007559

Chief Operations Officer (317) 292-4044

Carol Juliano

Chris Keating

002403

007274

007558

Lead HR Coordinator

CBO Refund Specialist

Insurance Coordinator

Fabian Rojas

Grace Kingdon

Dale Hockel

007257

007309

–

Staff Accountant

Grace Dragotta

Systems Administrator

Carla Nesta

Chelsea Thompson

007290

Insurance Coordinator

–

002402

Insurance Coordinator

Ester Houlihan

Title

Glory Grossbard

D.J. Schlehlein

Dan Kasten

Erwin Goodwin

Ext

Janette Arcos

–

Jason Chaffin

002417

IT Data Entry Clerk

Jason Stover

–

Contact Center Coordinator

Jeanne Johnston

–

Insurance Coordinator

Chief Information Officer (615) 585-7095

Jeff Dreels

007271

Executive Vice Chairman (201) 303-5648

Employment Manager/Dentist Recruiter (941) 809-5245

Jenay Harvey

002366

Purchasing Coordinator

009201

IT Operations Specialist

Jenifer Woods Lammi

002334

Collections

Edna Kittendorf

002325

Accounts Payable Coordinator

Jennifer Seeds

010120

Consumer Experience Specialist

Elizabeth (Beth) Bruns

007256

Accounts Payable Coordinator

DCA SUPPORT DIRECTORY Full Name

Ext

Title

Full Name Matthew Plough

Jerry Rhodes

007557

Chief Executive Officer (484) 678-7466

Jerry Robretorivas

002320

Buyer

Jessica Savidge

007196

Associate General Counsel

Jody Annis

007241

IT Financial Analyst

Joel Olivio

002418

IT Technical Services Director (941) 348-9161

Jonathan Tiffany

002421

Helpdesk Representative I

Ext 001084

Title

Full Name

Staff Accountant

Robin Leavitt

050413

Director of Practice Conversions (267) 767-4204

Rondi Michaux

007003

Director of Corporate Development (862) 485-8640

Rosie Chersia

007299

Accounts Payable Coordinator

Russ Bernstine

003102

Project Manager (R/E Operations)

Russell Allen

007549

Chief Financial Officer

Ruthie Farquharson

007249

Treasury Management Supervisor

Ryan Zeman

–

Matthew Thiel

–

Megan Martin

007233

Assistant Accounting Manager

Meghan Anderson

007240

Compensation & Benefits Administrator

Melissa Fox

–

Melissa Rothenbach

007298 001068

Josh Maggard

001115

Digital Marketing Specialist

Michael Bergelin

Juergen Mohr

007236

Sr. Staff Accountant

Michael Calder

Julian Wilder

002406

Network/Telecom Analyst (941) 376-3746

–

VP of Analytics & Review Programs

Insurance Coordinator Financial Analyst Regional Marketing 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

Justin Cruz

–

Insurance Coordinator

Kandy Butler

–

Insurance Coordinator

Karen Harper

001063

Marketing Operations Specialist

Kate McKinnis

007286

Accounts Payable Coordinator

Michelle Axberg

Kathy Barker

007125

Accounts Payable Coordinator

Mike Cole

007246

Kayla Browning

007286

Credentialing Specialist

VP of Insurance Plan Management/DentRite (727) 424-2990

–

Insurance Coordinator

Mike McGarigle

007292

Assistant Accounting Manager

Kelly Baker

–

Insurance Mail Coordinator

Kelly McCormick

007288

Accounts Payable Coordinator

Mitch Olan

007541

Kelly Stillman

001097

Director of Communications (801) 979-4525

Executive Chairman (941) 809-5944

Monica Chouinard

007281

Administrative Assistant (Credentialing/DentRite)

Nancy Voltz

002308

Internal Marketing Manager

Kendra Bennett

001047

Human Resources Specialist

Kim Bastien

001077

Insurance Coordinator

Kyle Olivarri

001098

Regional Marketing Coordinator

Lauren Johnson

007556

Project Manager (R/E Operations)

Leslie Williams

007244

Sr. Accounts Payable Coordinator

Lillian Eeg

007324

Staff Accountant

Linda Quartaro

007235

Staff Accountant

–

Insurance Coordinator

Lisa Fonder

–

Insurance Coordinator

Lisa Keith

–

Contact Center Coordinator

Lisa Altiero

Lisa Liquori

002332

Insurance Coordinator

Lisa Pallotto

007261

Payroll Manager - Northeast (Evolve Ext. 60009) (201) 739-2260

Neko Cruz

–

Title

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

Serifat Bello

007260

Accounts Payable Coordinator

Shawn Wherry

007228

VP of Marketing (941) 914-4768

Sim Son

002414

IT Help Desk

Sonya Francisco

–

Insurance Coordinator

Sophia Eteau

007243

Accounts Payable Coordinator

Steve Duval

005001

VP of Human Resources (352) 430-4326

Insurance Coordinator

Susan Stith

001075

Regional Marketing Coordinator

Svetlana Dell

007234

Staff Accountant

Talia Pandolﬁ

007222

Controller (813) 774-2265

007273

Travel Coordinator

Nelly Garcia

007220

Accounting Clerk (Treasury)

Nicole Chaulsett

007553

IT Operations Manager (941) 650-4734

Nicole Soler

007289

IT Operations Specialist

Terri Jones

–

Insurance Coordinator

Timothy Green

Norma Alvarez

Ext

–

Insurance Coordinator

Pam Mitchell

007227

Sr. Staff Accountant

Traci Dunn

007242

Insurance Data Specialist

Patrick Perry

002410

Helpdesk Representative I

Tracie Pustizzi

002307

Insurance Mail Coordinator

Paula Walters

007285

Accounts Payable Coordinator

Tracy Pham

001082

Human Resources Manager

Peter Menke

007252

Staff Accountant II

Valery Bess

007293

Phil Phommathep

002404

Helpdesk Representative I

Technical Reporting & Accounting Policy Director

Rachel Black

001054

Purchasing Coordinator

Vickie Arthur

007250

Accounting Clerk (Treasury)

Lisa Soto

006110

Accounts Payable Coordinator

Rachel Fielding

007297

Accounts Payable Coordinator

William Cole

–

Insurance Coordinator

Livie Paret

007248

Corporate Tax Manager

Ray Lannen

007262

Sr. Financial Analyst

Zachary Keehner

–

Insurance Coordinator

Maggie Crymer

002445

Sr. Contact Center Coordinator

Raygena Bailey

007287

Accounting Clerk (Treasury)

Manuel Torres

007277

Sr. Staff Accountant

Richard Capilla

007546

Marco Stewart

002411

Helpdesk Representative I

Chief Technology Officer (941) 266-7940

Mark Conquest

002415

Helpdesk Representative I

Mary Barney

005007

Employment Coordinator

Richard Papaluca Rob Harris

– 002420

CBO Insurance Coordinator IT Admin Developer

CONNECT WITH DENTAL CARE ALLIANCE: 50

Miami/Kendall Support Center | 13195 SW 134th Street, 2nd Floor | Miami, FL 33186 | Main: (305) 274-2499 Full Name

Ext

Title

Full Name

Ana Atiles

008008

Sr. Payroll Specialist

Jennifer Gomez

Ana Cabiedes

008019

Claims Rep

Cindy McKenzie

008027

Dan Mivovanu

Title

Full Name

008014

Credentialing Coordinator

Mike Bileca

008005

Jennifer Vidal

007156

Credentialing Coordinator

Pres. of FL Operations & Main St. (305) 773-6251

Asst. Instructional Designer

Karina Argotte

008028

Claims Rep

Ocli Cundins

008006

Business Support

008025

Data Warehouse Spec

Lymari Rodriguez

008011

Claims Rep

Oscar Irazoque

008024

Payroll Analyst

Denise Arechavaleta

008030

Systems Manager (305) 710-7245

Marie-Line Rigaud

008016

Shauna Pierce

008010

Payroll Manager (305) 502-5405

Dr. Don Gallo

008034

Chief Clinical Officer (786) 972-0458

Training & Organizational Development Manager (786) 877-6080

Stephanie Gomez

008032

Credentialing Supervisor

Mariella Gomez

–

Tammy Aybar

008017

Operations Specialist

Marketing (SE FL) (305) 804-7316

Yaritza Gonzalez

008009

Training Admin

008015

Instructional Design Specialist

Marivel Castillo

Zayda Trujillo

Payroll Specialist

008026

Payroll Assistant

008021

Claims Rep

Matthew Shub

Dunia Noda

Jeleany Mesa

– 008029

Ext

Marketing (MS FL) (954) 288-5150

Quick Reference Department Contact Information Beneﬁts

DCABenefits@dentalcarealliance.com (941) 359-8492

Central Business Office

cbo@dentalcarealliance.com

Communications

001097

KStillman@dentalcarealliance.com

Henry Schein Equipment Service

003102

Resources Department with TEXTHR. Get the latest company

patientsatisfaction@dentalcarealliance.com (941) 216-1983

Prolease (Property Management)

www.proleaseweb.com

DICE@dentalcarealliance.com

Procurement

procurement@dentalcarealliance.com

Tracy Pham (tpham@

Brian Nicoletti, (941) 955-3150

Recruiting

recruitingsec@dentalcarealliance.com

dentalcarealliance.com) or

contactcenterhelp@dentalcarealliance.com

Facility Service

002400

Stay connected with the Human

Patient Satisfaction

Contact Center Help

D.I.C.E.

IT HelpDesk

HelpDesk@dentalcarealliance.com (941) 552-2400

T EXT HR

Marketinghelp@dentalcarealliance.com

credentialing@dentalcareallance.com

001800

feeschedules@dentalcarealliance.com

Title

Marketing

Credentialing

DentRite

Insurance Fee Schedules

Ext

DentRite@dentalcarealliance.com

dlhsddca@henryschein.com (800) 645-6594

updates and important benefit information, sent via text to view when it’s convenient for you. For any questions, email

Meghan Anderson (manderson@ dentalcarealliance.com).

HOW DO I ENROLL IN BENEFITS? DO WE HAVE A 401K? WHAT IF I NEED TO MAKE CHANGES TO MY BENEFITS? Check out the DCA Benefits Corner on D.I.C.E. and find answers to these and all of your questions about the comprehensive benefits package at DCA! Also find important forms, links and contact information from our DCA Benefits Team, dedicated to serving you!

DCASupported Practices Arizona Cordon Orthodontics, Cave Creek

Towncare Dental • Altamonte Springs • Boca Raton • Bonita Springs • Clermont • Cutler Bay • Forest Hill, West Palm Beach • Fort Myers • Hialeah Square, Hialeah • London Square • Naples • Pembroke Pines • Pinecrest, Miami • West Kendall, Miami • Winter Park Walding & Associates, Lakeland

Delaware New Castle Dental Associates, New Castle

Florida

Colorado Springs Oral Surgery • Colorado Springs North • Colorado Springs South • Pueblo

Advanced Dental Care • RDV Sportsplex, Orlando • Bradenton • Brandon • Citrus Park, Tampa • Clearwater, Largo • Englewood • Jacksonville • Lakewood Ranch, Bradenton • Longwood • Mandarin, Jacksonville • Mount Dora • Ocala • Ocoee • Orange City • Orlando • Pembroke Pines • Quail Meadows, Ocala • Riverview • Sarasota • Sarasota East • Shady Road, Ocala • Tampa • Temple Terrace

Connecticut

Argyle Dental Center, Jacksonville

East Valley Implant and Periodontal Center • Mesa • Scottsdale • Phoenix

Arkansas Arkansas Maxillofacial Surgery • Little Rock • Bryant Ashcraft Orthodontics • Little Rock • Jacksonville

Colorado

Gish and Associates • Danbury • Fairfield • Farmington Valley • West Hartford Huntington Family Dental Group, Shelton Lighthouse Dental Care, Stratford Long Wharf Dental, New Haven

Boynton Oral & Maxillofacial Surgery & Implant Center, Boynton Beach David Bowles DDS, Sarasota and Bradenton Dental Associates of Florida • Bartow • Brooksville • Central Brandon • Lakeland • Lutz • Plant City • Sun City

• Tampa • Winter Haven Dental Associates • Hollywood • Homestead • Kendall, Miami Dental Center at Aventura Dental Center at Baptist, Miami Dental Specialty Center • Baptist, Miami • Bonita Springs • Cape Coral • Fort Myers • Naples • Cutler Bay Designer Smiles Dental, Orlando G&G Dental Associates, Tamarac Galt Family Dentistry, Ft. Lauderdale Jupiter Dental Group, Jupiter Main Street Children’s Dentistry and Orthodontics • London Square, Miami • Aventura • Cape Coral • Coral Springs • Fort Myers • Homestead • Jupiter • Lakewood Ranch, Bradenton • Miami Beach • Naples • Ocala • Orange City • Plantation • South Broward, Cooper City • Waterford, Orlando • Winter Park • Wellington, Royal Palm Beach

Main Street Children’s Dentistry • Palmetto Hospital, Hialeah • Kendall, Miami • Miami Lakes • Palmetto Bay Main Street Dentistry and Orthodontics of Clermont Main Street Orthodontics • Baptist Medical Plaza, Miami • Kendall, Miami • Miami Lakes Manatee Dental • College Plaza, Bradenton • East Bradenton Miami Beach Dental Center, Miami Beach Miami Center for Cosmetic & Implant Dentistry, Miami Naples Center for Cosmetic Dentistry, Naples Oceans Dental Group, Palm Coast Orange Avenue Dentistry, Orlando

Georgia Buford Family Dentistry, Buford Dental One Associates • College Park • Dunwoody, Atlanta • Eagles Landing, Stockbridge • Fayetteville • Kennesaw • Marietta • Toco Hills, Atlanta Dental Professionals of Vinings, Atlanta Drs Grant & Conger, Dalton Hickory Flat Dental, Woodstock Imagix Dental • Alpharetta • Norcross • Roswell • Suwanee Johns Creek Dental, Suwanee Legacy Orthodontics, Kennesaw

Palm Dental Center, Hialeah

Legacy Pediatric Dentistry, Kennesaw

Palmetto Center for Dental Specialties, Hialeah

North Point Periodontics & Dental Implants, Alpharetta

Pediatric Dental Associates, Miami

Northside Oral Surgery, Dunwoody

Plantation Dental Services, Plantation

Patrick Toms DMD, Gainesville

Rockledge Dental, Rockledge

Quality Orthodontic Care • Alpharetta • Johns Creek

Sunrise Dental Group, Plantation Superior Dental, Plantation Tioga Dental & Orthodontics, Gainesville Towncare Dental Associates of Cape Coral

Town Center Dental, Suwanee

Illinois

Massachusetts

New York

iDentity Orthodontics • Grayslake • Kenilworth

Baystate Dental • Belchertown • Chicopee • Greenfield • Harrison • Holyoke • Ludlow • Northampton • Springfield • Sturbridge • West Springfield • Westfield • Wilbraham

Dolson Avenue Dental, Middletown

Michigan

The Dentists’ Office of Hudson Valley, Lake Katrine

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 • Mishawaka • Plymouth • South Bend (Adult) • South Bend (Pedo)

Family Dental Group, Flint

Family Dental Group • Brewster • Fishkill • Newburgh • Yorktown Heights Long Island Dental Specialty, Huntington Midtown Dentist, New York Ramapo Dental Care, Suffern Saw Mill Dental, Yonkers

Wadas Dental Center • Crown Point • Munster

Gentle Dental • Grand River Avenue, Detroit • Gratriot Avenue, Detroit • Jefferson Avenue, Detroit • New Baltimore • Shelby Township • St. Clair Shores • Warren • Westland

Maryland

Minnesota

College Park Dental, College Park

Lake Minnetonka Dental, Wayzata

Dental Solutions • Bala Cynwyd • Media • Philadelphia • Springfield • Upper Darby • Wyncote

Dental One Associates • Annapolis • Belair, Abingdon • Beltway, Baltimore • Columbia • Cross Keys, Baltimore • Frederick • Oxon Hill • Pikesville • Steeplechase, Capitol Heights • Waldorf • Westminster

Four Seasons Dental, Plymouth

Dental Solutions on 13th Street, Philadelphia

New Jersey

Drs. Finkelman & Machlus, DDS, Abington

Kenilworth Dental Associates, Towson Main Street Children’s Dentistry and Orthodontics • Columbia • Elkton • Forest Hill • Glen Burnie • Havre de Grace • Perring Pkwy, Baltimore Valley Dental Associates, Owings Mills

American Dental Center, Union Dental Arts of South Jersey (GSDA), Voorhees Dental Solutions • Blackwood • Deptford • Voorhees Diamond Springs Dental, Denville Garden State Dental • East Brunswick • Newark • Roselle Park • Toms River Pediatric Dentistry & Orthodontics of Midland Park Thurm Dental Group, Collingswood

Ohio Eckels Orthodontics, Marietta

Pennsylvania

Gentle Dental • Allentown • Blue Bell • Collingdale • Haverford • Oregon Avenue, Philadelphia • Springfield • Thorndale • West Chester

Texas Austin Children’s Dentistry • Austin • Hutto • Round Rock • Avery Ranch • Leander

Made Ya Smile • Cypress • Friendswood • Eldridge Lakes • Spring Cypress • West Eight Crossing • Katy • Kingwood • Sienna Plantation • Pearland • Rosenburg • Rayford Crossing • Sugar Land • Woodlands Made Ya Smile, Specialty Orthodontics by Birth & Fletcher • Arlington • Burleson • Fort Worth • Keller Randol Mill Family Dentistry, Arlington South Texas Orthodontics • La Cantera, San Antonio • Stone Oak, San Antonio • Northwest, San Antonio • Schertz

Drs. Herrmann & Desio, P.C., Falls Church Elite Dental Center, Arlington Klar Voorhees Orthodontics • Courthouse, Virginia Beach • Kempsville, Virginia Beach • Greenbrier, Chesapeake • Hilltop, Virginia Beach • Suffolk Konikoff Dental Associates • Battlefield Blvd, Chesapeake • Cedar Rd, 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 Pkwy, Chesapeake Northern Virginia Oral Maxillofacial Surgery Associates • Annandale • Woodbridge • Manassas Polifko & Dvorak, Woodbridge

Virginia

Premier Dental Alliance of Chantilly

Atlas Walk Dental, Gainesville

Rye Smiles for Life, Fairfax

Ballston Dental Arts, Arlington Brad Freedman,DDS and Assoc., Alexandria Dental One Associates • Fairfax • Manassas • Fredericksburg • Springfield • Woodbridge • Woodson Square, Fairfax Dental Associates of Northern Virginia • Alexandria • Burke • Fairfax • Falls Church • Vienna

Smiles at Fairfax Corner, Fairfax Taheri Dental Group • Manassas • Woodbridge Virginia Dental Center Cosmetic & Family Dentistry, Arlington

West Virginia Eckels Orthodontics • Parkersburg • Ripley

Dental Specialty Center • Chesapeake • Virginia Beach Drs. Delgado & Kuzmik, P.C. • Alexandria • Tysons Corner

YOUR VOICE MATTERS Tell us what you think of the DCA Insider! This brief survey is open from December 15 to January 31. It will take 2 minutes and one respondent will receive a $100 gift card!

https://www.surveymonkey.com/r/dcainsider2020

DCA Insider ‣ December 2019

Articles inside

Enhanced Learning Management System Compliance Training: Basic Expectations for Safe Care

DCA-Supported Practices

HR: Celebrating the Heart of DCA

DCA Support Directory

DCA Career Academy Expands the Team and Offerings

We Reserve the Right to Get Better

Creating Healthy Smiles for Life

Partner of Choice

Denovo Practice Success & Investing in Our Future

Taking Time to Celebrate the Team

Clinical Chat: Preparing for Dentistry

Dear Hygeniuses of DCA

Coupa

Operations Updates

Focus on Orthodontic Excellence

Working Smarter, Not Harder with DCA Smart Scheduling

Clinical Innovations

A Support Center Working for You

Putting the Practice First

Marketing Minute

Becoming Consumer-Centric

Fall Fun with DCA

The Average American’s Dentist Selection Process During a Google Search

CEO Message

Opioid Responsible Dentistry

Improving the Payment Experience

Living the Values

It’s Time for a Better, Smarter Path