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The Dental A Team Podcast with

Kiera Dent + Dr. Mark Costes


095: Successful Leadership Teams of Multi-practices with Amy Ells, Regional Manager for Dr. Jason Tanoory

Sep 25, 2019

Getting promoted to a leadership role isn’t all rainbows and sunshine. There’s a lot of hard work that goes into the transition, and in this episode, Kiera talks with Amy Ells, a regional manager out of Canandaigua, New York about what it means to be a successful leader and how a leadership team can best function. The pair dispels a few dental practice myths, including “my practice is different” and “being in a leadership role makes you better than others.”

Remember, a good practice employs a 5-star patient rating AND a 5-star employee rating. Amy is all about that mindset as her practice grows from three to four locations.

Amy joined Finger Lakes Dental Care after completing her degree in Communications with a concentration in Public Relations and a minor in Marketing from SUNY Fredonia. She has been a part of the Finger Lakes Dental Care team since 2008. Amy is a member of the American Association of Dental Office Managers and has been taking...

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094: Speeding Tickets and 5 Tips for Getting a YES! From Your Patients

Sep 24, 2019

Ashley Dorn, the wonderful traveling consultant from episode 88, Number One Cure for Dental Burnout, is back! This time, she’s here with a list of five easy-to-implement ways dental assistants and hygienists can get that beloved case acceptance.

Tip #1: Get on the patient’s level — literally.

Tip #2: Break down the verbiage.

Tip #3: Not show and tell, show and discuss. X-rays are really cool, so show them off to your patient! Point things out, maybe even co-diagnose what the issue is.

Tip #4: Reinforce what the doc ordered.

Tip #5: The perfect hand-off (with personalization for style). Time for some NDTR and wishing luck on the patient’s upcoming vacation!

As dental assistants and hygienists, you’re the one really building relationships with patients, and these five tips will perfect your style and earn you your patients’ trust. Plus, Kiera gives bonus tip #6: Don’t speed in Colfax, Washington!

For more information and episodes, visit ...

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093: Disciplinary Action: It’s Not Me, It’s You

Sep 19, 2019

Kiera breaks down the ugly stepsister of hiring in this episode: firing. Ugh. Everyone hates doing it. But believe it or not, sometimes it’s not the employee’s fault, it’s yours. That’s right. Maybe you didn’t provide clear expectations, or maybe you ignored self assessments. Let Kiera walk you through the process for potentially going separate ways with an employee, including…

  • Monthly self-assessments (from the beginning!)
  • Verbal warning
  • Written warning
  • Probationary period with weekly check-ins
  • Decision day

No one should be surprised when they’re fired. Give your employees time to improve and try harder. Due diligence gets you far in life.

More tips on successfully running or working in your dental practice? We’re here for you: www.TheDentalATeam.com!


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092: 37% to 97% Fluoride Acceptance in Just 3 Months!

Sep 18, 2019

Kristen Shepherd, a dental hygienist with True Dental Care in New Jersey, is proof that this Dental A Team podcast is changing lives for the better! Back in March of this year, she began implementing methods shared on this podcast (see episode #46) to improve her 37% fluoride acceptance rate.


BOOM! Now she’s at 97% (some weeks, 100%!!).

In this episode, Kristen walks Kiera through how that happened — the process it took to get there, the magic verbiage she uses now (including a couple roleplay scenarios), and three steps YOU can start using today to slay your dental giant, whatever it may be:

  1. Your patient is not a scary person; he or she is there for your help and knowledge
  2. Set goals for yourself, whether it’s a 50% acceptance rate with your patients or even just you talking about fluoride to half of your patients, accepting or not
  3. Put your fluoride out there on your pre-set tray and hold yourself responsible to bring it up!

Thanks to Kristen for sharing her...

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091: Nobody Puts Billing in the Corner

Sep 17, 2019

Danielle Kramer is a guru with billing having over 15 years of experience including HMO, FFS, and PPO.

In this episode, she and Kiera talk about how to maximize your billing department’s efforts through acquiring all the necessary information and having hard conversations. Remember, billing specialists should be the go-to person for important finance questions.

Whether you’re a Fee for Service or PPO office, Danielle emphasizes the need for having difficult conversations up front. One office she’s working with has avoided these conversations and it’s led to unpaid balances for over a year (!!!). Mailing letters and notices don’t work; phone calls do. Better yet, have patients pay over the counter before they even leave. Set clear expectations that won’t have you backed into a corner down the road.

It’s all here for you, just press play! More on dental practice magic at www.TheDentalATeam.com


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090: Chipping Away at the Iceberg of Aging Reports

Sep 12, 2019

It’s tactical practical time! Kiera talks secondary insurance and aging reports, and gives quick goals and tips you can start implementing TODAY. When it comes to benchmarking your 30-60-90-over 90 reports, Kiera recommends the following numbers:

  • 0-30 days: High
  • 30-60 days: Between 5,000 and 10,000
  • 60-90 days: Below $5,000
  • Over 90 days: Below $5,000

Now don’t panic. Kiera explains how you can go about decreasing your current numbers. For example, separate out your orthodontist services! Or if you’ve sent accounts to collections, write those accounts off! This episode is full of quick fixes for tackling the beast of AR.

Still intimidated by the billing process? The Dental A-Team can help. Send us a quick email at info@thedentalateam.com. Also check out episode 33, How to Get Paid! Insurance Tips with Donna Dinette.


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089: Marketing Tips for a Modern Dentist

Sep 11, 2019

Lauren Edvalson of Edvalson Marketing is BACK with more marketing advice than ever! This time around she talks about consistency in look between your office, website, and social media. That’s right, your patients aren’t going to appreciate how beautiful your waiting room is if they aren’t impressed by your website from 2004; they won’t even make it to your office! Make sure you put your energy where it can yield results.

Another take-away from this episode is a photographer cheat sheet. Don’t fill your social media and website with stock photos; show off the real you. Check out Lauren’s cheat sheet here. 

Kiera and Lauren also talk the do’s and don’ts of social media. AKA don’t show only sharp instruments and tongues. Think about what your audience wants to see and appreciate. Again, aesthetic!

For more tips and tricks to improve your dentist trade, head over to www.TheDentalATeam.com.


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088: Number One Cure for Dental Burnout

Sep 10, 2019

In 2017, Ashley Dorn took the trip of a lifetime: She traveled on a dental mission trip to Haiti.

In this episode, Ashley, who’s a traveling consultant and marketing specialist under Kiera’s Dental Consulting, shares what the experience was like and how an 8-year-old Haitan girl changed her outlook on life.

She also chats with Kiera about creative methods her team adopted to cover funding for the trip (hint: fluoride). By the end of this episode, you’ll be feeling inspired to get out and serve others in any capacity!

Ashley and her team attended the trip through Hope Smiles, an organization that provides dental care to countries worldwide. There are many other companies with similar missions, like International Medical Relief. For more information on Hope Smiles, feel free to reach out to Ashley at info@thedentalateam.com. 


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087: Case Study: Untangling the Ball of Yarn

Sep 06, 2019

Kiera decided to “walk through an office” and do live recordings at different intervals with Ashley Keith and her office in Kansas City! THIS WILL BE A SERIES OF EPISODES and YOU get to walk through the struggles, ideas, and outcomes with Kiera and Ashley!

In this first episode, Kiera and Ashley focus on the front office, discussing how to combat the “Whack-a-Mole” or tangled ball of yarn approach to front office work (putting out fires as they ignite). Ashley recently moved offices, and learned the importance of having processes in place for each position — information was getting lost, people didn’t know what they were working on, and an entire new patient flow had to be figured out. But we’re not going to spoil the whole episode for you; listen yourself and keep an ear out for how to unwind the ball of yarn.

The quick and dirty: Build processes around your positions, not people.

Ashley Keith works as office manager for Keith + Associates...

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086: Social Media is a Long Game; Here’s How to Win It

Sep 05, 2019

Dr. Desiree Yazdan is back in all her glory! Kiera and Dr. Yazdan talk social media (remember, Dr. Yazdan has 141,000 + followers on Instagram) — how to do it and how not to do it. Believe it or not, social media is not just a box to check; when used correctly, it can serve as a strategy to grow your business. Dr. Yazdan’s high-level tips:

  1. Don’t recycle the hard sell
  2. Use stories to educate and inspire
  3. Batch your content in one day for the rest of the month

Dr. Yazdan is a cosmetic dentist at the Center for Restorative & Cosmetic Dentistry in Newport Beach, California. She began using social media to brand herself when she had no other money for marketing, and she still uses it to this day. Learn more about Dr. Yazdan at www.dryazdan.com, and read her free Instagram Guide for Healthcare Professionals at www.dryazdan.com/instagramguide.

Lastly, Dr. Yazdan has her own podcast now! Yippee! Go check her out at The Social Dentist immediately! Then head over to ...

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