Practice Talk

Orthodontic technology is transforming how practices deliver care. In this episode of Practice Talk, host Lacie Ellis interviews Rebecka Escamilla, lead clinical assistant at WRO, about implementing digital workflow systems while maintaining a human touch. Rebecka shares insights on Grin technology, patient workflow optimization, and team communication strategies that keep the practice running efficiently. Learn how cross-training, clear emergency protocols, and strong clinical leadership create a positive office culture where staff thrive, and patients receive exceptional care through both digital scanners and personal connection. What You’ll Learn in This Episode: How to integrate Grin technology into your patient workflow from initial consultation through remote monitoring of aligner patients and braces casesStrategies for managing doctor time effectively through clinical leadership, morning huddles, and coordinating with your treatment coordinatorBest practices for cross-training team members and fostering positive team communication to handle emergency protocols seamlesslyMethods for community outreach and educating potential patients about orthodontic technology that differentiates your practiceReady to transform your practice? Tune in to Practice Talk for expert insights and actionable strategies to elevate your orthodontic practice management. Subscribe now and never miss an episode at Practice Talk, where your voice has value, and your success is our priority! TIMESTAMPS: 00:00 Rebecka shares patient workflow and her role as lead clinical assistant and Grin technology signup 05:32 Rebecka discusses back office functions and scheduling strategies08:31 Clinical leadership approach: staying on time, empowering team members, and managing employee relationships12:09 Handling emergency protocols with remote monitoring through photos, scans, and triage systems15:14 Doctor time management strategies using morning meetings and treatment coordinator communication24:28 Community outreach tactics: events, QR codes for Grin, and educating patients about orthodontic technology benefits KEY TAKEAWAYS: Grin technology enables remote monitoring of patients, reducing unnecessary office visits while maintaining quality care through digital scanners and virtual communication for aligner patients.Strong clinical leadership combined with cross-training creates a resilient team capable of managing emergency protocols, optimizing patient workflow, and maintaining excellent team communication.Clear expectations, accountability, and open dialogue foster a positive office culture that enhances patient relationships and improves practice efficiency across all departments.

Virtual orthodontic exams are transforming how practices connect with patients. Host Lacie Ellis explores this innovation with remote treatment coordinator Kelly Smith. In this episode of Practice Talk, Kelly shares how Trotter Orthodontics successfully implemented Grin technology to offer convenient teleorthodontics options alongside traditional in-office visits. With 11 years of experience as a treatment coordinator, Kelly explains the complete digital orthodontic workflow—from initial patient communication through the Grin app to scheduling records appointments. She reveals that offering virtual consultations has reduced new-patient wait times from 6-8 weeks to 3-4 weeks while maintaining the personal touch that builds trust and ensures excellent patient experience.What You’ll Learn in This Episode: How to implement a seamless virtual orthodontic exam process using dental monitoring apps like Grin, including welcoming messages, scan instructions, and personalized video consultations from the orthodontist.Strategies for maintaining strong patient communication and building trust through remote orthodontic care, including animated messages and timely responses to keep patients engaged throughout the virtual process.How to position teleorthodontics as a convenience option for busy families, rural patients, and observation recalls while still offering traditional in-office exams for those who prefer a personal connection.Best practices for working as a remote treatment coordinator, including staying connected with the practice team through staff meetings, group chats, and maintaining communication flow while managing virtual consultations and patient testimonials for marketing.Ready to transform your practice? Tune in to Practice Talk for expert insights and actionable strategies to elevate your orthodontic practice management. Subscribe now and never miss an episode at Practice Talk, where your voice has value, and your success is our priority!TIMESTAMPS: 00:00 Intro: Meet Kelly Smith, remote treatment coordinator02:30 Grin technology, the new patient exam workflow and how the office presents virtual consultation options09:21 Treatment plan delivery via teleorthodontics, followed by phone communication to discuss contracts, insurance, and next steps15:55 Offering dual exam options and when to recommend virtual orthodontic exams versus in-office visits21:02 Age considerations for remote orthodontic care: why 7-11-year-old patients are ideal candidates for virtual consultations24:47 Building connection through digital orthodontic workflow: strategies for personalized communication techniques throughout the patient experience33:48 Staying connected as a remote treatment coordinator: maintaining communication flow to stay integrated with the orthodontic practice team37:21 Marketing virtual orthodontic exams: utilizing testimonials, lunch with referring offices, and patient word-of-mouth to educate the benefits of Grin technologyKEY TAKEAWAYS: Virtual orthodontic exams with Grin technology can reduce new patient wait times by 50% (from 6-8 weeks to 3-4 weeks) while maintaining the personal connection that drives patient experience and treatment acceptance through personalized videos and consistent patient communication.Successful remote treatment coordination requires intentional strategies, including personalized messaging with emojis, frequent updates through the dental monitoring app, and orthodontist-recorded videos that replicate the in-office consultation experience through teleorthodontics while staying connected via staff meetings and group chats.Marketing virtual consultations effectively involves website testimonials, lunch-and-learns with referring dental offices, and leveraging satisfied patients' word-of-mouth to educate the community about the convenience and efficiency of digital orthodontic workflow options for busy families and rural patients.

Orthodontic practice management takes center stage in this best-of episode as Practice Talk host Lacie Ellis revisits the most impactful conversations from 2025. This compilation features industry experts sharing proven strategies for community events, virtual exams, and team leadership. Learn how to build relationships with local schools for orthodontics, discover why charging for consultations may hurt your bottom line, and unlock the secrets to maintaining a positive work culture. From leveraging social media to conducting effective staff meetings, these insights offer practical solutions that orthodontic practice management professionals can implement immediately to grow their practices and enhance patient experiences.What You’ll Learn in This Episode:   ✅ How to measure success beyond simple metrics in community events and dental practice marketing, focusing on brand awareness and long-term patient referrals rather than immediate conversion rates.✅ Why virtual exams are an underutilized tool in orthodontic practice management that builds trust and genuine connections with patients while streamlining the consultation process and improving patient experience.✅ The essential role of staff meetings and open team communication in creating a positive work culture, including strategies for collaborative discussions and following up on implemented systems.Ready to transform your practice? Tune in to Practice Talk for expert insights and actionable strategies to elevate your orthodontic practice management. Subscribe now and never miss an episode at Practice Talk, where your voice has value and your success is our priority! TIMESTAMPS:  00:00 Lacie introduces the best-of episode, highlighting key orthodontic practice management strategies and most frequently asked questions from growth consultants in the industry00:52 Mary Katherine on measuring community events' success beyond immediate conversions, and the virtual exams workflow04:17 Jamie delves into the virtual exam platform that’s changing the patient experience07:13 Heather shares how to build school partnerships by asking what they need and providing genuine support.14:42 Haley shares strategies for positive work culture and team leadership, highlighting the importance of honest team communication and scheduled staff meetings 18:82 Trisha on scheduled staff meetings ensure smooth practice operations, and encouragement brings out team gifts for social media engagement23:20 Christi on getting the team involved in marketing efforts30:37 Linda’s take on consultation fees, charging for exams and why free consultations enhance the patient experienceKEY TAKEAWAYS:  💎 Successful orthodontic practice management requires redefining community events metrics—focus on building brand awareness and presence in your market rather than counting immediate leads, as patients typically touch multiple marketing channels before scheduling.💎 Virtual exams have evolved beyond pandemic necessity into a powerful tool for patient experience, allowing practices to build genuine connections through text and email while providing treatment plans, insurance verification, and financial discussions before the first in-office visit.💎 Building school partnerships and homeschool groups relationships starts with asking "What do you need?" rather than pushing sponsorships—from providing mini deodorants to emergency kits for school nurses, thoughtful gestures create lasting community connections that drive patient referrals.💎 Effective orthodontic practice management depends on scheduled staff meetings with collaborative discussions, follow-up on implemented systems, and leveraging team members' natural gifts for social media engagement through genuine encouragement rather than technical expertise.RESOURCES MENTIONED: People + Practice  - WebsitePractice Talk Podcast - Free DownloadsSEO KEYWORDS: Practice Talk, Lacie Ellis, Orthodontics, Dental, Orthodontic Practice Management, Community Events, Virtual Exams, Team Leadership, How to Build Relationships With Local Schools for Orthodontics, Positive Work Culture, Dental Practice Marketing, Brand Awareness, Patient Referrals, Patient Experience, Staff Meetings, Team Communication, Orthodontic Industry Experts, Team Building, Best of 2025

How can a mentorship-driven approach create an orthodontic practice where both staff and patients thrive? Today, Lacie Ellis is joined by Melissa and Katelyn from Horsey Orthodontics to discuss how their leadership fosters a culture of teamwork and patient care. You don’t want to miss Melissa and Katelyn’s insights on digital marketing or the secret of hiring the right talent. Tune in for strategy-driven actionable insights on building efficiency and collaboration in the orthodontics industry.  IN THIS EPISODE: (00:00) Introduction(01:53) Inspire a positive culture by focusing on leadership and teamwork(03:37) Daily morning huddles can enhance collaboration and set daily expectations(05:44) Utilizing a clinical manager as your "air traffic control" to improve efficiency and maintain patient flow(09:00) A listener's question about the clinical and admin team getting along and how cross-training may help(13:56)  A listener's question about involving the team members in marketing and events(17:02) Patients leave referrals because they are rewarded with giveaways and incentives(19:57) Hiring strategies and finding people who fit the team’s culture(28:27) Creating a family-like patient experience through personalized careKEY TAKEAWAYS: Fostering a positive culture through leadership. Daily morning huddles can enhance teamwork and patient care in your orthodontic practice. Clinical managers are like your practice’s "air traffic control" because they oversee and manage patient flow, which can help improve efficiency in your office each day. Utilizing a templated schedule enhances efficiency and collaboration, resulting in seamless patient flow.Internal referrals for hiring, as well as digital marketing strategies such as social media and patient contests, enhance engagement for both patients and staff, thereby bolstering practice success.RESOURCE LINKS:People + Practice  - WebsitePractice Talk Podcast - Free DownloadsKEYWORDS: Orthodontics, Hiring Strategies, Teamwork, Digital, Marketing, Culture, Leadership, Mentorship, Patient Care, Collaboration, Communication, Efficiency, Hiring, Family Experience Orthodontic Practice, Clinical Manager, Admin. Team, Personalized Care, Clinical Manager, Cross-Training, Horsey Orthodontics, Positive Culture, Patient Flow, Patient Referrals, Referral Programs, Marketing, Events, Community Events

Want to elevate your orthodontic practice with proven strategies? Curious about fostering a thriving team environment? Join us on Practice Talk, where host Lacie Ellis dives into real-world solutions for orthodontic practice success with guests Karina and Bayleigh. Karina, Director of Operations at Hallmark Orthodontics, shares insights on cultivating a positive culture through intentional leadership and open communication. Bayleigh, the Clinical Lead, reveals how structured chairside flow enhances practice efficiency while maintaining team flexibility. From creative incentives to community-driven marketing, this episode offers actionable tips to boost your practice’s growth and team morale. IN THIS EPISODE: (00:00) Intro: Meet Karina and Bayleigh(02:34) How Karina fosters a positive culture within her team(07:18) Bayleigh explains the chairside flow structure used at the office  (12:31) Question from a listener about team incentives(18:47) Question from a listener about involving the team in marketing efforts(22:14) Strategy for engaging chairside employees in marketing efforts(24:57) Bayleigh details the uniform dress code of black scrubs for all staff(29:01) Karina shares a significant challenge in their office regarding digital lab slipsKEY TAKEAWAYS: Karina emphasizes the importance of intentional daily positivity and open communication, utilizing monthly anonymous questionnaires to ensure team members feel valued and heard, thereby fostering a supportive work environment.Bayleigh describes a structured chairside flow with assigned chairs for smoother operations, while maintaining flexibility to support team members and enhance orthodontic practice efficiency.The practice employs creative incentives, such as a cash draw for same-day starts and monthly bonuses for achieving goals like no missed lab slips, which boosts team motivation and drives practice growth.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsHallmark Orthodontics - WebsiteKEYWORDS: Orthodontics, Positive Culture, Orthodontic Practice, Open Communication, Chairside Flow, Practice Efficiency, Team Flexibility, Community Driven Marketing, Marketing, Clinical Coordination, Team Motivation, Practice Efficiency, Marketing Efforts, Monthly Bonuses, Lab Slips, Uniform Dress Code, People + Practice, orthodontic practice success

Are you making the most of every new patient consultation in your orthodontic practice? Welcome to Practice Talk, the podcast where we dive into the people and processes that power successful orthodontic practices. Today, Lacie Ellis is joined by Linda Lindsay, a seasoned professional who redefines the role of the Treatment Coordinator as a Consultation Concierge. Linda shares how her personalized approach transforms the new patient experience—from the moment they walk in to how payment options are presented, even when a spouse isn’t present. Tune in as and explore the importance of gathering the correct information before the first visit, offering free consultations, and ensuring patients feel truly seen, heard, and supported throughout their orthodontic journey. IN THIS EPISODE: (00:00) Introduction: Meet Linda Lindsay(01:41) Linda defines her role as a Consultation Concierge and how it elevates the new patient experience in orthodontics.(05:39) The importance of gathering key information before the patient arrives to create a personalized and seamless new patient experience.(09:48) Linda shares the benefits of offering a free consultation and flexible financial options(13:59) What to do when the doctor speaks over the patient’s head(17:37) The value of taking a proactive approach in orthodontics by presenting all payment options upfrontKEY TAKEAWAYS: In an orthodontic office, the role of a Consultation Concierge enhances the new patient experience by offering a warm, personalized welcome, complete with greeting boards and guided office tours that make new patients feel comfortable and valued from the start.Reviewing patient records in advance and customizing interactions based on body language and individual needs allows the Consultation Concierge to build meaningful connections and support confident treatment decisions, elevating the overall new patient experience in orthodontic care.A proactive follow-up approach, including flexible financial options like interest-free payments and discounts, helps orthodontic practice patients feel informed, supported, and ready to start treatment without delay. This is key to a successful new patient experience.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsThe Smile Team at Hughes OrthodonticsKEYWORDS: Orthodontics, Consultation Concierge, New Patient Experience, Hughes Orthodontics, Patient Greeting, Welcome Board, Office Tour, Patient Engagement, Treatment Coordinator, Financial Options, Free Consultation, Patient Reviews, Body Language, Insurance Verification, Follow-Up Strategy, new patient consultation, Consultation, orthodontic practice, Dental Practice, Consultation Concierge, payment options, flexible payment options, body language, individual needs, confident treatment decisions

Are you ready to take your orthodontic practice to the next level? In this episode of Practice Talk, guest Alida Brydson joins Lacie Ellis as they dive into essential strategies for improving patient care and streamlining office management operations. They explore the importance of building strong connections with new patients from the initial phone call, fostering team collaboration between the front and back offices, and the value of clear communication in all aspects of the practice, from scheduling to handling finances. Alida shares insights on handling sensitive financial conversations, creating flexibility in payment plans, and maintaining a supportive team environment to ensure smooth operations and better patient outcomes. IN THIS EPISODE: (02:10) Alida shares the importance of making a connection with the initial phone call(06:26) Managing before and after-school appointments(09:47) Listener question: promoting team collaboration between the front and back offices(13:22)  Listener question: dealing with parents who are stressed when they call(18:04) Alida reveals how explaining the phases of orthodontic treatment gives a patient understanding to decide before moving on to finances(25:41) Alida speaks about communication, daily meetings, schedules, staff responsibilities and technologyKEY TAKEAWAYS: The connection with new patients starts with the very first phone call. Taking the time to gather detailed information and making them feel heard sets up both the front desk and treatment coordinator for success, ultimately improving patient retention and satisfaction.Effective communication between the front desk and the back office clinical team is vital, especially when managing emergencies. By understanding each other's pressures and roles, team members can work together more efficiently and empathetically, ensuring smooth operations and better patient care.Effective communication about finances highlights the need for flexibility in payment options and transparency to alleviate patient concerns. By understanding patients' financial situations and offering customizable payment plans, practices can significantly enhance patients' comfort and decision-making process.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free Downloads

In this inspiring episode of Practice Talk, host Lacie Ellis sits down with Christi Hubert, a purpose-driven leadership professional with over 11 years of experience in the orthodontics industry. Christi shares her journey of growth, resilience, and unwavering commitment to excellence, emphasizing the importance of creating a welcoming, home-like environment for patients and team members. From navigating unexpected challenges to embracing discomfort as a path to growth, Christi offers invaluable insights into finding purpose, staying grounded, and inspiring team empowerment in the workplace. Whether you're a seasoned orthodontics professional or just starting in the field, this conversation will leave you motivated to rediscover your "why" and fall in love with the impact you make every day. IN THIS EPISODE: [0:25] Christi Hubert discusses how she balances their busy schedule[6:09] Collaboration in team empowerment and marketing content[18:10] Listener question: showing the value of social media to their doctor[22:46] Listener question: promoting the orthodontic practice while staying true to its values[29:33] Christi shares her key to purpose-driven leadership[34:30] Christi leaves advice for pursuing a multifaceted role in orthodonticsKEY TAKEAWAYS: Purpose-driven leadership involves encouraging team members, involving them in decision-making, and praising their contributions. This approach fosters empowering leadership and team excellence. It builds a positive, engaged work environment where everyone feels valued and motivated. By aligning these communication tools with these principles, marketing efforts become effective and enjoyable.Creating marketing content can be a transformative team empowerment experience that highlights Personal Development and energizes the entire team. Embracing authenticity and showcasing each team member's strengths fosters excitement and creativity. Allowing personalities to shine through playful videos or behind-the-scenes contributions enhances the organization’s culture and builds genuine connections with patients. This inspires team members to step out of their comfort zones, strengthening the practice’s story and its relationships.A holistic approach to social media involves aligning the practice values with its online presence across multiple touchpoints in a patient’s decision-making journey. By sharing professional insights and personal moments, practices foster team empowerment and differentiate themselves from other orthodontic practices. RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free Downloads

Welcome back to Practice Talk with your host, Lacie Ellis. Today, we’re excited to welcome Janine Chinitz of Chinitz Orthodontics, a startup that’s been making waves in the industry for the past two years. Janine will share the five key factors that have contributed to the success of the practice, from choosing the right name to building a standout team. We’ll explore how strategic planning, effective marketing, and strong community connections have helped them lay a solid foundation for growth. Whether you're just starting out or looking to level up your practice, this episode is filled with invaluable insights and practical advice. IN THIS EPISODE: [0:25] Meet Janine a co-founder of Chinitz Orthodontics[10:30] Choosing the name, completing the vision and the motivation for their dream[16:36] What sets Chinitz Orthodontics apart from other practices[21: 59] Hiring the right staff is critical[25:43] A listener poses a question about the most effective marketing strategies [30:01] Laci describes the services provided by People in Practice[35:30] Janine responds to a listener about balancing work and family life[40:32] Taking the Chinitz Practice to the next levelKEY TAKEAWAYS: Planning your orthodontic practice’s location, design, and hiring strategy is essential but not covered in dental school. These decisions impact your budget, visibility, and patient experience, laying the foundation for a successful practiceExpand your orthodontic business by networking with local practitioners and promoting your practice to everyone you encounterOrthodontists need reliable staff to manage the front desk, handle essential tasks, and oversee finances and scheduling, ensuring the practice runs smoothlyRESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsChinitz Orthodontic - WebsiteChinitz Orthodontic - InstagramQUOTES: “Our goal is not to be a factory.  Success is defined by each person. So, while we could probably see 100 patients a day, that is not successful in our minds. We want to see less than that so that we can give time to our patients and give them the care they deserve. People are responding like crazy. They're switching from other doctors and referring their family and friends because they're like, ‘Oh my God, this is so nice’.” Janine Chinitz“We found a place that would match our mission. We are in the neighborhood where my husband grew up. While it seems obvious that we named our office Chinitz Orthodontics, his last name has a great reputation in the area, and every single one of my husband's family members is a doctor. So we're using this reputation in the medical field and in our neighborhood’s location.” Janine Chinitz

Welcome back to Practice Talk with your host, Lacie Ellis. This episode features Trisha LaRue, a seasoned orthodontic office manager, to discuss the unique challenges and rewards of managing a busy orthodontic practice. From keeping the team motivated and managing staff attendance to finding solutions for improving efficiency, Trisha shares practical advice that every office manager can apply. She also dives into strategies for building a positive practice culture, aligning the team with the doctor’s goals, and navigating the multitasking demands of the role. Whether you're an office manager or part of a dental team, you’ll gain valuable insights to help keep your office running smoothly and your team smiling. IN THIS EPISODE: [0:25] Meet Trisha, who talks about the common challenges facing an office manager[6:56] Keeping the team motivated and how incentives play a role[13:28] A listener poses a question about uniforms and dress code[20:10] A listener poses a question about balancing being pulled in many different directions[24:01] Solutions for improving efficiency[30:23] Discussion of coordinating the doctor with the team to improve operations [35:38] Trisha shares practical advice with listenersKEY TAKEAWAYS: A common challenge in orthodontic offices—and many dental practices—is managing staff attendance. Teams often include highly dedicated individuals who consistently show up regardless of circumstances, alongside others who frequently miss work due to various personal reasons. Balancing empathy for legitimate absences with the need for reliable staffing can create operational difficulties.Building and maintaining the right culture in an orthodontic practice starts at the top and involves fostering a positive, supportive environment. Emphasizing humanity—acknowledging that everyone faces personal challenges while encouraging a focus on team collaboration—lays the foundation. Morning huddles, lighthearted moments to break the ice, and playful interactions can set a positive tone for the day. Additionally, implementing team incentives for goals, reviews, and other achievements helps reinforce engagement and collective success.Being an office manager in an orthodontic practice means embracing the dynamic, multifaceted nature of the role. It requires balancing constant doctor, team, and patient demands while maintaining high standards and a solutions-oriented mindset. Success comes from accepting unpredictability, staying organized with tools like daily checklists, and recognizing that flexibility is key. Mastering this balance ensures smooth operations and elevates the office manager's ability to lead effectively and create a positive, efficient environment.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free Downloads

Welcome back to Practice Talk! with your host, Lacie Ellis. Today, we’re thrilled to be joined by Pheebe Lafreniere, a seasoned professional in the orthodontic field. In this episode, Pheebe shares how her journey began in orthodontics and discusses the rewarding aspects of her job, like building lasting relationships with patients. Together, we tackle vital concerns, from motivating clinical staff to help with marketing efforts to managing the dynamics between front and back office teams. Plus, you'll hear practical tips on scheduling, patient care, and creating a positive workplace culture. Let’s dive in! IN THIS EPISODE: [0:34] Lacie introduces Pheebe, and she explains how she began her journey in the orthodontic space[4:06] Pheebe describes what her favorite part of the job is[7:25] A listener asks a question and has a concern about the clinical team not being enthusiastic about helping with marketing efforts[12:12] Pheebe discusses some of the hangups staff have regarding social media[13:47] A listener poses a question about the conflict between the front and back office teams[18:54] Pheebe describes why lack of hygiene creates her biggest frustration, and Lacie spoke about struggling with doctor time management[25:21] Discussion of working in columns, having morning huddles and other scheduling issues, and Lacie explains Patient Queue Technology, designed to coordinate with any website[30:55] Pheebe explains how her office works hard at valuing the staff/patient relationship and knowing something about each patientKEY TAKEAWAYS: Looking at your staff’s and clients' families might be an excellent place to look for assistants. You should also keep your eyes open to friendly people who are interested in the orthodontic field.A great employee enjoys building relationships with patients. Working in the orthodontic field is rewarding because you change someone’s smile, which they will have for life.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsBloom Consulting - EmailBloom Consulting - WebsiteQUOTES: “Having a prize or any kind of competition always makes marketing fun. Staff always needs to know what is happening. Everyone should know why they do it and what they do on the marketing side. We had one competition where the patient wore a wristband that said the name of our ortho practice. They wore it for a week and would come back and we would remove it and their name would be put into a drawing for a $100 prize and nine-year olds would say, yes, I’m doing that.” Pheebe Lafreniere“Cross-training can help when there is a conflict between the front and back offices. Everyone thinks they have the most challenging job, so if we get a little bit of experience in each other's areas, we can understand each other's struggles and give each other a little bit more cushion.” - Pheebe Lafreniere

Welcome back to Practice Talk! Today, we're turning the hiring process on its head and exploring how to view it as a positive opportunity to build your dream team. Haley Stumbo, from Greg Orthodontics and Bloom Consulting, is joining me. Haley shares her insights on embracing the positive opportunity of hiring new team members and how cultivating a culture of clear communication, honesty, and kindness can empower orthodontic practices to thrive clinically and operationally. Haley will also share information about Bloom Consulting, a doctor-led consulting and coaching group dedicated to helping orthodontists navigate the complexities of running a successful practice. Tune in to learn Haley's strategies for building solid teams and overcoming common business hurdles in orthodontics.IN THIS EPISODE: [2:03] Haley shares how she finds the right team members who exemplify the values of the practice[7:00] Haley outlines the qualities that build positivity within a practice[10:15] Haley answers a listener's question about her advice for establishing a positive team and culture for a new practice[14:40] Haley answers a listener’s question about how a leader can instill a better caring environment in the staff[22:42] Haley shares her motto, “It’s a vibe,” and what it means and the importance of reviews or feedback[31:12] Haley reflects on her two most significant challenges[36:22] Haley discusses Bloom Consulting for orthodontists KEY TAKEAWAYS: You must have a positive outlook on the hiring experience to find the right team member. Who can I find that will bring value to our team, or whose life can I change by giving them this opportunity?To create a positive office culture, the employees you hire must have good communication skills and be honest and trustworthy.The difficult thing for a manager is firing staff. It’s essential to give them a chance, show them areas they need to improve and then, if improvement is not attained, let them go. RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsBloom Consulting - EmailBloom Consulting - WebsiteQUOTES: “To find the right team member, you have to flip the perspective and look at it as an opportunity. So the first thing is training your mindset. When you're in the mode to hire, it's exciting. It's a good thing. Who can I find to add to this team that will bring value or bring a sense of something that we don't even have here yet, or whose life can I change by giving them this job or this opportunity?”  Haley Stumbo“Think about the five senses of your practice. What do people hear? What do they smell? You know, what is going on? What do they see? If they're hearing great music through the speakers and love it, show them how to link to your Spotify so they can access your playlist anytime. If they're smelling cookies, make sure everyone who leaves gets a cookie. Those are all ways to get people to engage and keep that engagement alive every time they come in.”  Haley Stumbo

In this episode of Practice Talk, Lacie Ellis welcomes Cathy, a Lead Treatment Coordinator. Cathy will share her experiences guiding patients from consultation to commitment, advocating for the practice and her patients. Lacie and Cathy discuss strategies for winning over patients without pressure, making treatments more affordable through lower down payments or flexible payment schedules, and starting treatment plans on the initial contact to save patients an extra trip. Cathy offers valuable insights throughout the conversation. Customer service is vital in making your practice a success. IN THIS EPISODE: [01:45] Cathy outlines her proctice’s strategies in place, beginning with the introductory phone call[3:56] Cathy gives an example of a conversation with a patient and how to build relationships[6:01] A listener has a question about lowering the minimum down payment and a discussion about monthly payments[9:27] A listener has a question about offering same-day starts during the exam. She doesn’t want to appear to be pushy[13:06] Discussion involving a child in making a decision of what orthodontic office to choose and the benefits of showing a patient that you are available that day to begin their treatment[18:40] Discussion of finances and making a family decision[20:54] Listeners are encouraged to send in their questions to be featured on a future episodeKEY TAKEAWAYS: Taking your time with patients and listening to their concerns is paramount to making them feel comfortable proceeding with treatment and the financial arrangementsMaking down payments affordable and flexible is key to encouraging patients to begin treatmentThe way collecting a first payment is framed is essential to allowing a patient to feel they are in control of their finances and are not being pushedRESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsQUOTES: “Great customer service is tough to come across now. So we ensure we allow plenty of time for that new patient call. Granted, some people are in a hurry, and we have to adapt to that, but for the most part, it's all about taking your time and listening.” Cathy“A while back, we went to $500 down as the minimum payment. That has seemed to be the sweet spot. It's affordable for them and we can actually extend the payments out 6 months. We do a soft credit check. We look at their employment and if they had other children treated, and how the payments were at that point in time. If there are multiple kids, sometimes we'll even go lower than $500 because putting two kids through braces is a lot, and we don’t want them to have to choose which one gets them first. It has not really caused any issues.” Cathy

In this episode of Practice Talk, Laci Ellis, the host, warmly introduces Janella Perez, a seasoned orthodontic professional with 17 years of experience who brings a wealth of knowledge from her varied roles within the office. Janella shares her office’s successful strategies for welcoming new patients and fostering a positive environment for current patients, emphasizing the importance of feeling valued. From handling emergencies to ensuring stocked supplies and cross-training staff, Janella covers essential operational aspects to maintain smooth clinic functioning. The conversation culminates in a discussion on aligning staff with effective marketing strategies. Tune in to gain invaluable insights and actionable advice for enhancing your practice.IN THIS EPISODE: [01:39] Janella discusses how she makes new patients feel welcome and how staff walk the patients to the checkout area[5:22] Staff always work emergencies into the schedule, and Janella shares that they have two overflow chairs [8:25] A listener asks how to stay on top of supplies and ordering[11:21] A listener asks how to keep the doctor on schedule[16:28] Janella discusses how she ensures quality control and consistency with a patient and how we cross-train staff in different procedures[26:32] Discussion of how we divide marketing efforts between staff members[33:17] Lacie invites listeners to send in anonymous questions and stories to pacticetalk.comKEY TAKEAWAYS: At Webster Orthodontics in Las Vegas, patients are offered “Webster Wages,” which can be used for free gifts. Patients have their choice of gift cards and other valuable items. Webster Orthodontics stresses clear communication within their office staff and directly to the patient. Cross-training between the front office and clinical staff is critical to maintaining cohesive flow and camaraderie within the staff.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsQUOTES: “We introduce new patients to the back offices and show them where the magic happens. Dr. Webster and all the staff always welcome them. We want all our patients to feel welcome. The tour is my favorite part of welcoming patients.” Janella Perez“When an assistant needs to be better at a particular procedure, they tell me, and I say, great, you're getting all of those patients until you love it. We will tell them how to do it, show them how to do it and then oversee them while they do it. I will not leave their side until they're comfortable doing it because I don't want my patient or the parent to think this assistant does not know what they're doing.” Janella Perez

In this episode of Practice Talk, the Marketing Director of Lupi Orthodontics, Heather Hamm, divulges her office’s strategies for orchestrating prosperous community events. She highlights the diverse range of events they've organized, noting that those centered around health and wellness consistently draw the largest crowds. Heather emphasizes the effectiveness of distributing branded swag, particularly citing ChapStick as a highly appreciated giveaway item — after all, who doesn't need ChapStick? Tune in for invaluable insights and practical advice from Heather's wealth of experience.IN THIS EPISODE: [01:53] Heather explains that the most beneficial events have been health and wellness expos[6:03] There are a variety of ways to measure the success of an event[8:39] Discussion of how a private practice can stand out in the community[10:23] A listener asks how to get her team excited about marketing events, and Heather discusses the swag they use[17:22] How to build strong relationships within the schools and home-schooling communities[24:25] Lacie invites listeners to send in their recommendations of guests and topicsKEY TAKEAWAYS: Engagement in the community is essential because it says that you care and are willing to invest in peopleTheme-based swag is a great idea to tie everything together and show you have put a lot of thought into the eventGetting staff excited about doing events is a process. Asking them to assist in creating the event is an excellent way to get their involvement, and in large practices, it can be a condition of employmentRESOURCE LINKS:People + Practice  - WebsitePractice Talk Podcast - Free DownloadsHeather Hamm - LinkedInLupi Orthodontics - FacebookQUOTES: “One advantage of Lupi Orthodontics is that we celebrate 30 years in the community. The doctor’s reputation alone speaks for itself. We’re starting to see the children of the patients he first treated coming to our practice, which is always fun and gets us excited.” - Heather Hamm“I love swag. One of the most important things is making sure that it's quality, not necessarily expensive, but something that they're not just going to throw away. For example, on their way out of the event, our most popular in-office swag is chapstick. Everybody loves Dr. Lupi's chapstick. We  give those to the patients after a procedure or hand them out at events. One thing I like to do with the swag is align it around the event.” - Heather Hamm

On this episode of Practice Talk, orthodontic assistant Jamie Kent unveils her office's secrets to successful virtual exams. She'll guide you through the entire process, from that first email to scheduling the first in-office visit. Jamie knows a friendly and qualified team member is vital to answering questions with a smile (even virtually). This ensures a warm welcome before patients ever set foot in the office. Jamie tackles common concerns like time commitment and the effectiveness of virtual exams. Tune in and discover how virtual exams can maximize time for your office.IN THIS EPISODE: [01:59] Jamie describes the workflow her office uses for virtual exams.[4:22] Jamie shares how their technology does not place a barrier between the office and the patient.[8:28] Jamie’s office does approximately 20 to 25 virtual exams per month.[9:02] A listener is concerned that the virtual exam will take longer than having the patient come to the office.[13:24] A listener finds that the virtual exam patient is not as committed to follow through than an in-person patient. Jamie shares her feedback. [17:27] It’s essential to have a person with a vibrant personality answering prospective patients through email.[19:04] Jamie describes what the patient's first in-office visit is like.KEY TAKEAWAYS: Jamie’s connecting system with patients avoids having the patient go through complicated sign-ins and still follows HIPAA guidelines.When you have a virtual exam program, always ensure a quick response to potential patients. Don’t put them on the back burner or promote the attitude that the practice is not responsive within a timely manner.A good indicator of whether a patient is interested in having work done is if they send in photos and their insurance card. RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsBIOGRAPHY: Jamie Kent has been an orthodontic assistant since May 2013, when she graduated with a certificate in dental assisting from CCRI. Going into the program, she always knew she wanted to work in an orthodontic office because she enjoyed having her braces so much! She loved all of the assistants who worked on her, which planted the desire for her to give that same experience to others. She currently works as an orthodontic assistant and virtual treatment coordinator part-time, and she is a full-time mom of 2 kids and a very large Newfoundland. In her free time, she enjoys curling at Ocean State Curling Club in Rhode Island, spending time with her husband and kids, and reading whenever possible.QUOTES: “What I'm really proud of with the technology we have in place is that we can text or email two-way communications that are HIPAA compliant without the patient having to take that extra step that puts a barrier in place for them to jump into the conversation.” Jamie Kent“If your office is considering implementing a virtual exam platform, you’ve got to be careful about not putting it on your team that it is done “in your spare time activity.” It's like a new patient walking in the door. You want them to see the best side of your practice. So answer them during your 8 to 5 schedule, because that's when people think you're going to respond.” Jamie Kent

In this episode of Practice Talk, orthodontists and dental professionals discover the key to a smoother, more productive lab: clear and consistent procedures. Join Brandi Lafreniere as she reveals how to empower your staff with well-defined processes, leading to improved lab efficiency and, ultimately, happier patients. Brandi will share practical tips and insights using uLab. Tune in today as she sheds light on the latest developments in orthodontic lab management.IN THIS EPISODE: [01:26] Lacie describes how she met Brandi and a bit about her work history[2:23] Brandi shares how her career began and gives insight into some specific systems and procedures that she uses in her lab. She provides an example of what happens when a process is not followed[7:21] Brandi answers a question for a listener regarding how she regulates the number of people she has in the lab[12:01] Brandi gives a solution to a listener's problem about always having to rush to get something done for a patient[16:07] How to ensure that the patient understands the next steps of the process[17:46] Brandi discusses trends and how technology has impacted the field[22:00] Brandi delves into the uLab system[27:32] Brandi shares some tips, and Laci reminds listeners to submit questions or topics for future podcastsKEY TAKEAWAYS: While well-trained staff is crucial for lab efficiency, the key lies in everyone collaboratively following clear and consistent guidelines.Patients need to understand the treatment process and actively participate in achieving their dream smile.Using up-to-date technology is pivotal in a lab setting, as modern machines and systems save time and enhance the overall working environment by simplifying tasks significantly.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsQUOTES: “Your 3D printer needs to be calibrated every once in a while to ensure it works correctly. If the printer is off by millimeters, retainers will not fit in the patient’s mouth. Another tip is to ensure your machine is not overheating the aligner material.”  Brandi Lafreniere“We had different sets of material for uLab, different for retainers at the end of the D band, and so, it’s organization. It comes back to just keeping things organized and knowing where everything is.” Brandi Lafreniere

Are you curious about what key factors contribute to a clinic's efficiency? Mia Vincent has successfully honed the skills that will make your office efficient. With valuable scheduling insights, she is enthusiastic about sharing the positive impact of dental monitoring on their practice. Mia will address listener’s questions, including strategies for handling conflicts between the front office and clinical staff and how to create a positive office morale. Don’t miss this episode of Practice Talk to hear Mia’s valuable insights into managing an efficient clinic.IN THIS EPISODE: [01:44] Mia shares an overall view of how her practice functions, including welcoming patients coming into the clinic[3:49] Mia describes how they run their schedule for the day, and Lacie outlines the use of the report card system [5:40] Mia discusses how her practice manages emergencies and shares how dental monitoring has helped streamline their schedule[10:39] Mia answers a listener's question about scheduling doctor time when the schedule is full [14:01] A listener asks what to do about the drama between the front of house team and the clinical team[20:32] Mia defines dental monitoring and the benefits of its use[25:31] Mia leaves the audience with additional advice on running an efficient clinicKEY TAKEAWAYS: Parents can choose whether to stay in their vehicle or come into the office with their child. The parent can be updated on the progress of the orthodontic procedure either in the chair or they can be updated by going with the child.One way to deal with emergency cases is to have an extra chair in the office designated specifically for emergency cases. Staff can then jump back and forth between the emergency case and their scheduled patients and serve everyone. Bickering between staff can change the entire dynamic of an office. It’s vital to deal with this problem sooner rather than later. Many approaches can be taken, but the bottom line is sometimes, someone may not be the best fit for the position or the team.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsBIOGRAPHY: Mia Vincent graduated from her dental assisting program with expanded functions in Orthodontics, Fixed Prosthetics, Removable Prosthetics, and Restorative. Since then, she has returned to school for her bachelor's degree from Missouri State University in Health Services. In the office, she wears many hats including assisting chairside, Dental Monitoring coordinator, and social media manager. Outside of work, she loves spending time with friends and family, working out, attending church, and shopping.QUOTES: “Patients and parents don't understand the blessing of having room in your schedule to be seen the same day because when you see 100 to 130 patients a day, there isn’t an appointment time available. Whereas when you're seeing 40 to 70, you have room. You can see new patients, and with emergencies, there's always room to see them.” Mia Vincent“We use a light system in our office. When we need the doctor, even if it's for a question or we're ready to be checked, we turn our lights green, and that allows both doctors to know we are ready for them whenever they are available. If several of us turn green simultaneously, our system numbers which one of us turned their light green first, so they know who to go to first. In a perfect world, that always works out great.”  Mia Vincent

Is office culture a real thing? Can team morale be built? What if your practice has an employee who is difficult to work with? Today, Lacie is joined by Laura Henry, who is at the helm of a successful orthodontic business, managing three offices, two practices, and three doctors; Laura has answers to these questions. Lacie and Laura will also discuss time off, office apparel and the importance of leadership. Don’t miss this powerful episode of Practice Talk. You will surely learn how to achieve a successful team in your practice. IN THIS EPISODE:[1:42] Laura discusses culture and team morale within the office and gives an example of a team-building exercise used in their office[5:36] Laura explains that negative-positive energy is a real thing, and she sites examples and ways to overcome it[8:44] Laura discusses ways to incentivize the members of the team[12:33] A listener poses a question regarding an issue with her doctor[15:38] A listener asks about team members all wanting their vacation during the summer when the office is hectic[19:09] Laura discusses team apparel[23:40] Laura leaves listeners with insightful words of advice[26:32] Lacie encourages listeners to send in their questions for the next podcast episodeKEY TAKEAWAYS: [1:47] There are many ways to manage conflict in an office. The culture provided by the leadership team is critical to the office's work environment. [5:23] Positivity in your staff carries into the waiting room and with every patient that staff comes in contact with. The smiles and positive attitudes generated among staff filter over to the patients.[8:25] There are ways to incentivize your team. When you find out what your team feels are good ways to incentivize them both as a team and individually, incentives will work to the office's advantage.RESOURCE LINKSPeople + Practice  - WebsitePractice Talk Podcast - Free DownloadsBIOGRAPHY: Laura is a seasoned professional in the field of orthodontics with a passion for leadership and excellence. Raised in CO, her orthodontic journey began almost a decade ago. Currently, Laura is at the helm of a successful orthodontic business, managing three offices, two practices, and three very skilled doctors. AND on top of that, Laura has been married for 15 years and has five amazing kids.QUOTES: “I think team morale is one of the biggest things within an office because it's what keeps people, and it's what loses people. Positivity within an office starts from the top down. If you come in as a leadership team with positive energy, your team will feed on that.”  - Laura Henry.“You create positivity by also identifying when things are negative, right? And really game planning for those things. So, it's not just about being positive. It's not just about pushing positivity. You don't want to gaslight them into a positive mindset. It's saying, ‘you know what? Some days are awful, we're short-staffed, and that's unfortunate, but it happens.’ So we game plan and sit down and say, where is the doctor needed? What do we need to do? ”  - Laura Henry

Today, Lacey is joined by Mary Katherine Vonpotts, the Marketing Director for Scenic City Orthodontics in Chattanooga, Tennessee. Mary Katherine shares innovative ways to serve your community while marketing your practice. She emphasizes the importance of community involvement with schools, which has paid dividends in her office. Mary Katherine also reminds listeners to remember the Dentists who refer patients, and she has a proactive way of making those Dentists feel appreciated. After listening today, you will see the importance of keeping your brand visible in your community. IN THIS EPISODE:[01:58] Mary Katherine shares what type of community events are most beneficial for their practice[03:48] Mary Katherine speaks about events at health fairs, and she defines a successful community event[08:25] A listener asks whether there is anything that a patient keeps from swag or if a sway gift is a waste of money, and Mary Katherine responds[12:37] A listener tells about marketing success in her community[13:31] Mary Katherine talks about their relationships with the schools[18:32] Mary Katherine discusses doing deliveries to their local dentists[21:25] What are the A, B, and C list referralsKEY TAKEAWAYS: The success of a community event may not be realized directly by your practice after the event but instead shows up down the road because of “brand” awareness.Asking the school what your practice can do for them is a great way to make inroads into that school.When you are intentional in the service you provide or the gifts you give as marketing tools, it is noticed and appreciated.RESOURCE LINKSPeople + Practice  - WebsiteMary Katherine Vonpotts - EmailPractice Talk Podcast - Free DownloadsBIOGRAPHY: Mary Katherine is the Marketing Director for Scenic City Orthodontics in Chattanooga, Tennessee. With over six years of orthodontic marketing experience under her belt, she can't think of a better job than making people smile! Mary Katherine makes sure that patients have the best experience from the first time they even hear of SCO. When she's not talking teeth, you can find her shopping at any local farmers market with her husband and two-year-old son!QUOTES: “There's not just one way in marketing to do something. So, I don't like to put all of our eggs in one basket just based on whether a patient came into our office and started treatment with us from that one event.”  Mary Katherine Vonpotts“So we spent twenty-five hundred dollars on that event, but we've already made that back. So, it is tangible. Someone's looking for an orthodontist; whether they know it or not, they're looking for you. So, it's nice to be able to see those results.”  Mary Katherine Vonpotts

Today, Lacey is joined by Sarah Gibson, the Treatment Coordinator for her office. Sarah delves into various facets of her role, including discussing the established procedures for welcoming new and existing patients. She emphasizes the importance of active listening and provides real-life examples of how it can significantly work to a patient's advantage. The episode also covers scheduling techniques and strategies to ensure a smooth workflow for the doctor and the patient. Make sure you catch this informative episode.IN THIS EPISODE:[01:28] Sarah discusses the check-in process both for new and existing patients and shares what her responsibilities are when a new patient comes in. [07:41] Sarah explains how she walks a young patient through what to expect when the doctor comes into the exam room and how she extends hospitality. [11:31] Sarah tells why her front desk contacts a new patient before they are seen in the office. [14:03] A discussion of the doctor's schedule and keeping them on time. [16:29] A listener states she does as many as six new patients a day and is overwhelmed. [22:08] Sarah discussed how active listening has assisted her in working with patients who want to go home to converse with others before deciding on treatment. [33:41] Sarah and Lacey agree the position of Treatment Coordinator can make a patient's day better than they thought it would be. KEY TAKEAWAYS: There is more than one way to check in patients. Some orthodontists have a different protocol than others. Whatever is working in your office is what you should do, but be sure to make them feel welcome.A Treatment Coordinator often needs to read the patient to know how to discuss the treatment going forward and what they are thinking. Any information you can collect before the patient comes to the office is helpful.One of the most essential qualities a Treatment Coordinator must possess is active listening.RESOURCE LINKSPeople + Practice  - WebsiteQUOTES:  “I take my time, and I tell patients, I am here for whatever questions you have, whether it's now, whether it's in treatment, whether it's at 10 o'clock at night. Yes, I probably won't answer the phone, but go ahead and email me, and I'll answer it the next day. So, patients know how to get a hold of me, and I like to think there's some hospitality in that.” Sarah Gibson“My job is to read the verbal and the nonverbal cues to help the patient get what they ultimately want. So, when I start to hear reasons why people would postpone starting treatment or they need to move money around, I really try to listen to them and ask the right questions so I can get to the root of what is going on.” Sarah GIbson

Welcome to our first episode of Practice Talk, featuring Lacie Ellis as the host. Today Lacie sits down with Kaitlynn Kopa, the scheduling coordinator at King Orthodontics in Dayton, Ohio. She offers valuable insights on managing appointments for school-age children during and after school hours. She also dives into her strategies for handling disgruntled patients. Additionally, Kaitlynn will address questions from our listeners. Get ready for an engaging episode of Practice Talk!IN THIS EPISODE:[01:25] Kaitlynn explains why there is no difference between checking in an existing patient and a new patient[03:45] Kaitlynn outlines the teamwork structure in her office[06:26] Teamwork and policies allow for scheduling patient emergencies[08:34] How Kaitlynn schedules appointments for schoolchildren before, during and after school[13:28] A caller discusses a situation with an angry patient [15:42] A discussion of the frequency of emergencies[20:36] Kaitlynn’s number one tip for dealing with an angry patient and why the support of the doctor is so helpfulKEY TAKEAWAYS:  Dr. King’s philosophy is, “People don't care how much you know until they know how much you care.”Communication among the office staff is critical. When there is discord among the team, it makes the patient uncomfortable.Angry patients want someone to listen to them. Don’t decide on the action to be taken until you’ve heard and empathized with the patient.RESOURCE LINKSPractice Talk Podcast Website People + Practice  - Website#PracticeTalkPodcast #PeopleandPractice #Orthodontics #Dentistry #LacieEllis #SchedulingAppointments #AngryPatients #KaitlynnKopa #KingOrthodontics

Welcome to Practice Talk, the podcast that delves deep into the intricacies of healthcare practices. We amplify the voices of actual team members, revealing strategies for creating thriving healthcare practices.Each episode, we engage with diverse staff, from receptionists to lab technicians and administrative professionals who will share candid stories and provide practical solutions for juggling patient care and business demands.Our mission is to empower the dedicated teams that make healthcare happen. So whichever role you play, tune into Practice Talk for a genuine peek behind the scenes. About the Host: Lacie Ellis: Meet Lacie, a seasoned professional with over 20 years of experience in healthcare. With a comprehensive understanding of practice operations, she has become a trusted authority in the field. Lacie's journey led her to the world of consulting, where she works her magic to help practices reach new heights. As a strategic marketing expert, she knows how to captivate audiences and drive sustainable growth. With a focus on boosting team morale, implementing effective training programs, and fostering open communication, Lacie stands out as a true industry insider.