Inside Dentistry Support®

Send us Fan MailSarah Beth, CEO at Dentistry Support, addresses the efforts of the eligibility team in episode seven of Inside Dentistry Support for Eligibility. She emphasizes the importance of thorough and accurate insurance verifications, drawing an analogy from Hernan Cortez's commitment by 'burning the ships.' She urges team members to fully commit to their work, avoid cutting corners, and ensure complete documentation. The goal is to foster trust, reduce stress for dental offices, and ensure patients receive the care they need. Sarah encourages the team to identify and eliminate any remaining hesitation in their work to achieve excellence and reliability.

Send us Fan MailThis episode of Inside Dentistry Support, hosted by Sarah Beth, CEO of Dentistry Support, explores the theme of unwavering commitment inspired by the story of Hernan Cortez burning his ships to conquer the Aztec Empire. Sarah Beth emphasizes the importance of an 'all-in' culture at Dentistry Support, where team members own their roles, take responsibility, and build trust through commitment. She provides practical steps to eliminate backup plans that hinder full engagement and encourages creating a culture that prioritizes emotional investment, presence, and mutual support.

Send us Fan MailIn this episode of Inside Dentistry Support, host Sarah Beth Herman addresses the critical issue of leadership ownership at the organization. She highlights recent shortcomings in leadership, including missed metrics, lack of accountability, and unclear schedules. Sarah Beth underscores that effective leadership at Dentistry Support isn't about control but about setting a positive tone through clarity, consistency, and communication. She emphasizes the importance of modeling desired behaviors, explaining that team members subconsciously mimic their leader's actions. Sarah Beth advises leaders to regularly self-check, stay informed on team activities, and maintain high standards to build a trustworthy and high-performing team. Ultimately, she calls for leaders to inspire their teams, model accountability, and consistently earn the trust of clients every day.

Send us Fan MailIn this episode of Inside Dentistry Support, CEO Sarah Beth Herman addresses critical feedback regarding communication issues, such as undocumented appointments and scheduling mishaps, impacting the dental practice. She emphasizes the significance of clear communication on the phones, explaining that vague notes and unclear messages can lead to mistrust and confusion for both clients and the office. Sarah highlights the importance of tone of voice, accurate documentation, and consistent language to build trust and ensure clarity. By treating every call and note as a vital part of the company’s brand, the phones team can provide certainty and reliability to clients and dentists alike.

Send us Fan MailIn this episode of Inside Dentistry Support, host Sarah Beth Herman discusses the significant impact of clarity in the billing and accounts receivable (AR) team’s workflow. The episode addresses recent issues where tasks were incomplete, postings were confusing, and metrics were not met due to a lack of clarity. Herman emphasizes the importance of detailed documentation and clear communication to maintain trust with clients, prevent errors, and ensure smooth operations. She explains how proper documentation can make billing a relief rather than a headache for dental practices and underscores the company's commitment to precision. Listeners are encouraged to be thorough in their notes and recaps to ensure seamless task handover and elevate the company's reputation.

Send us Fan MailIn this episode of Inside Dentistry Support, host and CEO Sarah Beth Herman underscores the significant impact of maintaining a three-day lead on dental insurance verifications. She addresses recent misses in meeting this vital standard and highlights how such lapses can lead to stress and chaos within dental practices. Sarah emphasizes understanding the rationale behind the three-day rule, the brain’s natural inclination towards urgent tasks, and the critical daily action of verifying appointments three days in advance. This proactive approach not only prevents errors and maintains office calm but is also essential for personal growth and career advancement. Sarah concludes by tying consistent, high-quality work to trust and leadership within the dental support industry.

Send us Fan MailIn this episode of Inside Dentistry Support, CEO Sarah Beth Herman delves into the nuances of effective leadership, focusing on the differences between green flag and red flag behaviors. She emphasizes that true leadership goes beyond titles and permissions, showcasing the importance of small habits and integrity when no one is watching. Green flag leadership is characterized by discipline, clarity in task assignment, and maintaining accountability, whereas red flag behaviors include vague instructions, poor follow-through, and avoiding difficult conversations. Herman urges leaders to lead by example, consistently set the tone, and uphold the culture of Dentistry Support with clarity and integrity.

Send us Fan MailIn this episode of Inside Dentistry Support, host and CEO Sarah Beth Herman emphasizes the crucial role of the phones team in dental offices. She outlines the impact of phone interactions on patient trust and office efficiency. By comparing red flags—such as answering calls without adequate information and sounding irritated—with green flags like leaving detailed notes and speaking clearly, Herman illustrates best practices for the team's behavior. She stresses that the phones team holds the power to transform frustration into trust and underscores the importance of clarity and professionalism in every interaction.

Send us Fan MailIn this episode of Inside Dentistry Support, CEO Sarah Beth Herman delves into the crucial roles of the billing and AR team within the dental revenue cycle. Emphasizing the importance of clear and proactive communication, she outlines 'red flag' behaviors to avoid, such as not updating tasks and leaving claims unresolved, which create financial uncertainty and break trust with dental offices. Conversely, she highlights 'green flag' behaviors that reflect the company's values of ownership, thoroughness, and clear communication, transforming the billing process into a partnership. Through detailed examples, Sarah provides actionable insights on how team members can cultivate trust and efficiency in their tasks, ensuring smooth operations and strong client relationships.

Send us Fan MailIn this episode of Inside Dentistry Support, CEO Sarah Beth Herman discusses the crucial role of the eligibility department in ensuring the smooth operation of dental offices. She emphasizes the importance of performing eligibility tasks accurately and efficiently, highlighting the difference between 'red flag' and 'green flag' behaviors. Red flags, such as poor communication and incomplete verifications, cause stress and rework, whereas green flags, like detailed breakdowns and proactive follow-ups, set the standard for professionalism and reliability. Herman urges the team to adopt green flag behaviors to enhance overall team performance and client satisfaction.

Send us Fan MailIn this episode of Inside Dentistry Support, CEO Sarah Beth Herman emphasizes the importance of a strong, clear, and accountable team culture. She differentiates between 'red flag' and 'green flag' behaviors, explaining how the latter ensures tasks are handled with clarity, follow-through, and proactive communication. By addressing cultural standards like mutual respect, trust, and ownership of tasks, Herman highlights how Dentistry Support fosters a professional, reliable, and cohesive work environment that both team members and clients can depend on.

Send us Fan MailIn this insightful episode of Inside Dentistry Support, the focus is on how leaders can effectively manage their teams to hit every target without needing constant reminders. It's emphasized that accountability should be proactive and rooted in empathy, structure, and clear action. Whether you're leading the eligibility team, the phones team, or the billing team, the session provides valuable strategies such as morning huddles, daily 2:00 PM check-ins, and detailed daily recap reports. Leaders are encouraged to communicate with their teams, verify actions, and support them, ensuring nothing slips through the cracks. By leading with clarity and heart, the aim is to cultivate a culture of excellence where accountability is a shared value.

Send us Fan MailIn this episode of Inside Dentistry Support, the host addresses the intense and often chaotic nature of verifying dental insurance, highlighting how a single missed detail can disrupt an entire dental office's operations. The discussion focuses on the importance of team accountability within a virtual environment, emphasizing proactive communication and support. Listeners are encouraged to actively engage with their teams, follow up on tasks, and maintain strict schedules to ensure no verification errors slip through the cracks. The episode underscores that team accountability is less about hierarchy and more about showing genuine care and support for one another to maintain trust and efficiency.

Send us Fan MailIn this episode of Inside Dentistry Support, the focus is on the critical role accountability plays in transforming good teams into great ones. The speaker emphasizes that accountability should be synonymous with leadership rather than micromanagement. Key practices are highlighted, such as daily recap reporting and a 2:00 PM team check-in, ensuring that all team members are aligned and on track with their tasks. The episode underscores the importance of clear communication and mutual assistance within the team to prevent small issues from escalating into client complaints. The speaker encourages team members to own their responsibilities, help each other, and consistently engage clients to maintain trust and satisfaction. The ultimate goal is to ensure the team operates like a well-oiled machine, preventing chaos and fostering a collaborative environment where everyone is committed to the collective success.

Send us Fan MailIn this episode of Inside Dentistry Support, we’re shining a light on something that makes a real difference—accountability, especially within our phones team. It’s not about job titles or hierarchy; it’s about how each person shows up every day and takes responsibility for their role.We talk about how small, consistent habits—like regular check-ins and simple follow-ups—can go a long way in keeping things running smoothly and stopping little issues before they grow. One new habit we’ve embraced is the 2:00 PM daily check-in. It’s a quick touchpoint that helps the team stay connected, catch problems early, and keep everything on track.The big takeaway? Every team member matters. When we each take ownership, share in the daily recap, and show up with care and intention, we build something stronger than just a team—we build trust. And that trust is exactly what our clients depend on.

Send us Fan MailIn this episode of Inside Dentistry Support, Sarah Beth Herman, talks about why effective onboarding is such a game-changer—for both the team and their clients. She explains that a strong, well-documented onboarding process isn’t just helpful—it’s essential. It lays the foundation for long-term trust and consistent, high-quality performance.Sarah Beth highlights the need to keep SOPs and Wiki pages up to date, start communication early, and stay in close contact throughout the onboarding process. She also stresses the value of focusing on complex, human-centered tasks—the kind of work that AI can’t easily replicate.Above all, she calls on leaders to ensure their onboarding processes are clear, thorough, and truly reflect the high standards Dentistry Support is known for.

Send us Fan MailIn this episode of Inside Dentistry Support, Sarah Beth Herman dives into the heart of onboarding new clients and delivering top-tier phone support. She talks about how important it is to really understand the ins and outs of a dental practice—from the doctors’ names and office hours to the services they offer and the policies they follow. That kind of knowledge, she says, is key to providing accurate, confident, and professional support.Sarah Beth also unpacks the importance of tone, clarity, and responsibility when speaking with patients over the phone. It's not just about reacting—it's about responding with intention. She shares how tools like the office Wiki and Microsoft Teams help the team stay aligned and keep communication strong.At the core of it all is the goal to build trust, represent each dental practice with excellence, and help retain patients by making every phone interaction a positive one.

Send us Fan Mail In this episode, Sarah Beth Herman dives into the vital role the dental billing and AR support team plays at Inside Dentistry Support. She shares how the first 30 days with a new client are crucial for building trust—and that starts with really getting to know their billing systems and expectations. Sarah walks us through the core of the process: submitting clean claims, posting payments correctly, and staying on top of any outstanding claims. She also talks about the helpful tools they use, like the office Wiki, and why real-time, clear communication across the team is so important. Throughout the episode, Sarah highlights the value of accountability and high standards, all with one goal in mind—earning and keeping each client’s trust. 

Send us Fan MailIn this episode of Inside Dentistry Support, Sarah Beth Herman speaks directly to the eligibility support team, recognizing the vital role they play in creating a strong first impression and building trust with new clients. She walks through the onboarding journey during those crucial first 90 days, stressing the importance of being precise, keeping thorough documentation, and responding quickly to client needs.Sarah also shares how their 24-hour help desk plays a key part in making sure clients always feel supported. She highlights why accurate insurance verification and following each client's unique protocols are non-negotiable — because even small errors can erode trust.Above all, she brings it back to the heart of the work: the people. Sarah encourages the team to take true ownership of their role, reminding them that keeping resources up-to-date and leading with care isn’t just good practice — it’s what makes their service exceptional.

Send us Fan MailIn this episode of Inside Dentistry Support, leaders learn the crucial skill of correcting behavior without criticizing. Addressing the balance between accountability and kindness, the episode emphasizes the importance of guidance over condemnation. Listeners are taught to identify early signs of issues and approach difficult conversations with empathy. The 'Three C Method'—Context, Clarity, and Collaboration—is introduced as a key framework for addressing performance issues. The episode stresses the significance of tone in communication and the impact of handling corrections on team culture and loyalty. Leaders are reminded to correct with care, aiming to be the kind of leader they would want to report to.

Send us Fan MailIn this episode of Inside Dentistry Support, Sarah Beth Herman addresses the essential qualities and responsibilities of effective leadership within a virtual environment. The episode emphasizes the importance of knowing key metrics, staying ahead of issues, and being proactive in supporting the team. Leaders are encouraged to lead by example, maintain clear and consistent communication, and engage with their teams intentionally. Special attention is given to the challenges of virtual leadership, highlighting the need for active listening and clear communication to build trust and ensure smooth operations. The overarching message is that strong, proactive leadership is crucial for the company's success and growth.

Send us Fan MailIn this episode of Inside Dentistry Support, the focus is on the crucial role the phones team plays in dental practices. They are the frontline, responsible for confirming appointments, managing schedules, and addressing patient inquiries. Effective communication, from minimizing hold times to empathetic responses, is highlighted as essential for patient satisfaction. The episode discusses the importance of prompt and clear communication, proper information collection, and maintaining a professional and composed demeanor even when dealing with frustrated patients. Metrics for success include appointment scheduling rates and the significance of proactive team engagement and cooperation.

Send us Fan MailIn season three, episode two of "Inside Dentistry Support," the focus is on the critical role of the dental billing department, or the AR team. The episode kicks off with the importance of checking in and maintaining clear communication in a virtual work environment. Team members are encouraged to actively engage on Microsoft Teams and keep their colleagues informed about their attendance and work progress. The episode emphasizes the need for synchronization with team members and clients to ensure smooth operations. Key tasks such as claims processing, payment posting, and continuous communication are highlighted as crucial for maintaining the financial health of dental clients. The episode also sets forth strict benchmarks, including the processing of 30 claims per hour and daily payment postings, to ensure efficiency and accuracy. Special attention is given to using dental insurance portals to expedite claims resolution and the importance of multitasking while on calls. Clear documentation and timely communication with clients are underscored as essential practices to prevent misunderstandings and delays. The episode wraps up with a reminder that no billing work should be done post-7:00 PM without pre-approval and reiterates the high-impact nature of dental billing work. Listeners are motivated to bring energy, communicate constantly, and maintain a strong presence to support their clients effectively.

Send us Fan MailThis episode of Inside Dentistry Support focuses on effective strategies for working in the Eligibility department at Dentistry Support. It emphasizes the importance of starting the day by digitally checking in with the team to ensure visibility in a fully virtual environment. The script then outlines essential tasks, such as checking in with assigned offices for updates, adhering to specific verification timelines, and following standard operating procedures documented in the office's Wiki pages. Best practices for verifying insurance benefits are discussed, highlighting the need for accuracy, clear communication, and proactive thinking to build trust with dental office clients. The episode concludes with a reminder that team members are not just completing tasks but are critical to the success of real dental practices, stressing the importance of human care, consistency, and reliability in their daily work.

Send us Fan MailWelcome to the fifth season of Inside Dentistry Support, where our focus is on authentic leadership, the kind that's evident in our daily actions and interactions. This episode lays the groundwork for what leadership means at Dentistry Support. We learn that real leaders support their teams with understanding, kindness, and a commitment to personal and collective growth. Leadership isn't about titles but about being reliable, taking initiative, and fostering a safe space for growth. This season will explore communication strategies, feedback culture, building trust, and more, aiming to inspire every team member to lead with consistency and purpose.

Send us Fan MailWelcome to season four of Inside Dentistry Support, our internal podcast aimed at fostering growth and excellence among our team. In this episode, we delve into the critical function of our phone support service, highlighting its significance as often the initial touchpoint for patients. Our phone support team operates as an extension of dental offices, handling calls with professionalism and empathy, ensuring a seamless patient experience. We emphasize that we are not a mere call center but a trusted partner deeply integrated into the operations of dental practices. This episode provides an overview of how we manage calls, use various dental software, and maintain a consistent, clear, and caring approach. It's a call to action for all team members, stressing the importance of being prepared, present, and part of the dental office's team, making a significant impact on patient satisfaction and office efficiency.

Send us Fan MailWelcome to season three of the Inside Dentistry Support podcast, where the focus is on demystifying dental billing. This introductory episode aims to alleviate any fears by breaking down the process in simple, manageable steps. The host emphasizes the critical importance of accurate dental billing for maintaining a dental practice's cash flow. Listeners will learn how the team at Dentistry Support offers comprehensive accounts receivable services—from claim submission to payment posting—directly within the practice's software. The episode highlights the value of having a dedicated partner in dental billing, ensuring consistency, reducing stress in dental offices, and ultimately, improving revenue. New team members are reassured that they'll receive ample training and backup, stressing that their role is vital for the financial health of the dental practices they support.

Send us Fan MailIn the kickoff episode of season two of Inside Dentistry Support, the podcast delves into the vital role of the eligibility support team within the company. The episode aims to provide a clear understanding of what eligibility support entails and why it is so crucial. This team ensures that patients' insurance benefits are verified well in advance of their appointments to prevent any last-minute confusion or stress. By organizing and presenting insurance information clearly, they enable the dental office staff to focus more on patient care rather than paperwork. Detailed processes, from verifying insurance coverage to integrating information into dental software, are explained. The structured system, clear communication, dedicated teamwork, and a strong sense of purpose are highlighted as the pillars of this department. The episode sets the stage for deeper explorations in future episodes, emphasizing that eligibility support is not just a task but a promise that underpins the success of dental practices everywhere.

Send us Fan MailIn this episode of Inside Dentistry Support, Sara Beth Herman, CEO of Dentistry Support, dives deep into the often-overshadowed difficulties and challenges faced in the dental support industry. Herman aims to shed light on the day-to-day struggles dental support professionals confront, offering a candid perspective on the often-underappreciated work that keeps dental practices running smoothly. This episode promises to reveal the less glamorous side of dental support, providing viewers with a more comprehensive understanding of the industry's complexities.