Tune Into the Dental A Team Podcast!

If you are a dental practice owner or team member, this podcast is for you! Join Kiera Dent as she shares first hand knowledge on what it takes to create a wildly successful dental practice!


151: Insurance Verification: DO IT THE EASY WAY!

Jan 30, 2020

Time for more helpful nuggets from Kiera! This time, she’s talking insurance verification. Hold your moans and groans, folks. These quick tips will change your life with better case acceptance, improved VIP patient experience, and less stress in your practice. (If you haven’t already, check out episode 80, The Bread and Butter of Dental Practices..)

In this episode, Kiera offers sage advice about…

Changing the appointment view in your software to be based off each patient’s insurance company

Clustering patients with the same insurance company together (example: everyone with Delta Dental is highlighted blue) and then call based on those clusters

At the beginning of the year, making full breakdowns (perhaps with an insurance breakdown form), and once you’ve verified for each group number, utilizing asterisks to show what’s been done

These are just a few of the tips Kiera shares. Listen to this quick episode for the rest of her advice on making...

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150: A Weak Link with an Easy Fix

Jan 29, 2020

In this follow-up episode to #147, Kiera’s journey to find a physical therapist continues. After calling three more offices after the first failure, she’s realized that even though your business/practice might be the best one ever, people will never know if your gatekeeper — AKA the person answering your phone — isn’t reflective of that.

To those answer phones, are you representing your office? Do you know what questions people have? Do you know what your office does?

Listen in for practical tips to having the best gatekeeper for your practice!


  • Make sure the personality of main phone answerer is true representation of the practice that you have or want to have.
  • Make sure they know what your practice actually offers; have information on hand.
  • Make sure they listen to understand, not listen to respond.
  • Have incredible follow-through/integrity

For more tips for schedulers, call the Dental A Team and ask them 775-303-5833!


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149: A Strong, Purposeful Year Ahead

Jan 28, 2020

Kiera and Dr. Mark Costes are back to talk accountability, pushing one another, and inspiration. This feel-good episode will push you to be successful this new year. (We’re only a month in, there’s so much time to have your best year yet!) The pair chat about time journaling, knowing when to delegate, and asking yourself honest questions. They also share their 2020 focus words and what those mean to each of them.

Make 2020 a focused year for you and your business by committing to excellence! That can start by heading to www.TheDentalATeam.com and discovering ways to improve your practices with Kiera and her crew.


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148: Step by Step to Having Uncomfortable Conversations

Jan 23, 2020

No one likes to have awkward, hard conversations, right?! Wrong! Kiera does! And in this episode, she walks you through five steps for having those discussions with your team members. Her most recent example is from an awesome office that’s struggling with morale (think backbiting and gossiping). The doctor made the fatal mistake of giving empowerment without accountability, which led to entitlement.
To be a part of an effective team, you musn’t people-please! It’s time to say what needs to be said. Here are Kiera’s tips to do just that:

  1. Set the intention of how you want the conversation to go beforehand.
  2. Say all the things holding you back from having this uncomfortable conversation. (Example: “I don’t want you to think you’re a bad employee, I just want to have a simple conversation.”)
  3. Spend 10 seconds identifying the problem, then 10 minutes coming up with solutions.
  4. Have the person recap what they heard to make sure your words...
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147: Is YOUR Front Office Killing Your Practice?

Jan 22, 2020

Fact #1 about Kiera Dent: She travels a lot. And because of all the cramped airplanes, she’s been dealing with knee and hip pain. The journey of her pursuing physical therapy for this pain resulted in some major eye opening experiences that every dental office (and medical care provider) should be aware of.

Experience #1: Right out of the gate, Kiera’s physical therapist planted the seed of appointments being too expensive. This made Kiera question how often she wanted to come in and pay, even though she originally didn’t care about price.

Experience #2: Cancellation policy and putting the blame on the patient. Kiera called ahead to see if the office could fill her appointment slot, noting she hadn’t received her recommended exercises after the previous appointment. Instead of apologizing for a lack of customer service, the woman on the phone jumped down Kiera’s throat.

So that begs the question, what’s going on in YOUR practice that might need...

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146: Can You Be Nice AND Hold People Accountable?

Jan 21, 2020

Ahh, the age-old question: Is it possible to be a nice office manager while still holding people accountable? In this episode, Kiera says yes! It’s easy to understand why so many people assume holding people to their word turns you into an evil, nagging boss, but there’s a reality to both sides of it.

Kiera suggests such ideas as being crystal clear with your expectations, following through on your own tasks, and practicing your word ninja ways. Remember, you, as a supervisor, need to be on your team members’ side, but you can’t want them to succeed more than they want themselves to succeed; it takes two to tango.

Inspire a culture of accountability and solutions! Don’t lower your practice’s standards to meet someone’s need for mediocrity.

Lastly, listeners, don’t forget to send in your questions or episode topic requests to Kiera (hello@thedentalateam.com)! Thanks to the faithful listener who reached out to Kiera with today’s...

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145: Breaking Down Bonuses- Do They Actually Work?

Jan 16, 2020

Kiera is car-casting! Join her for her drive as she talks about bonuses, something she gets asked about ~a ton~. Do bonuses actually work? What’s the best way to implement them, etc. First up, do NOT make a bonus some unattainable prize; make it something someone can get when they go above and beyond their duties. Creating a bonus as a ratio means it’s forever making your team work harder at being better.

At a loss of what to do? Have no fear. Kiera discusses her ideas for setting up a bonus system, what to avoid, and even the math behind it all. To name a few...

  1. Be sure your practice is in profitable mode
  2. See how much your bonus should be based on profit numbers
  3. Implement plan but let team know expectations

Bonuses should be fun and a celebration of success! Don’t forget that. More at www.TheDentalATeam.com.


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144: The 3-Month Shakeout (Mergers & Acquisitions)

Jan 15, 2020

Kiera sits down with Debbie Dodson, practice director for Castle Peak Dentistry with Dr. Summer Kassmel, to talk about dental office mergers! Debbie has been involved with two mergers in the past couple of years, and she discusses tricks of the trade. The BIGGEST thing you can do is to be patient with the transition. From her experience, Kiera says planning and remembering every little thing to educate, remember, and reorganize usually takes about three months to settle — hence the 3-month shakeout. But there are tangible tips in the meantime:

  1. Prep software in advance
  2. Re-hire merging team members, help them to understand your practice’s core values
  3. Build a 30/60/90-day checklist of what to expect when merging
  4. Honor new team members’ commitments to patients

Debbie and Kiera’s conversation also inspired some work to be done over at The Dental A-Team. Stay tuned in for a future merger checklist at www.TheDentalATeam.com!


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143: Short, Snappy Statement— Marketing Tidbit

Jan 14, 2020

There are a lot of dental practices out there. How does YOURS stand out? In this quick episode, Kiera talks you through how to create a marketing statement for your practice, something quick and snappy people can remember you by. Some examples from a marketing business, “We write words that sell anything,” and a honey business, “Honey on tap directly from your beehive.” There’s even The Dental A-Team’s tagline (still a work in progress): The Dental A-Team, We Build Systems, You Build Wealth.

A good place to start brainstorming for your own practice is filling in this sentence: We are the _______ of _______ in _______. For example, We Are the Einsteins of Dental Team Training. Kiera shares a bunch of ideas, and invites you to create your own! You’re even welcome to share your own ideas on the Dental A-Team Facebook or Instagram pages!

Oh, and are you interested in coaching calls with Kiera or one of her rockstar team members? Check out the...

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142: Accountability in 10 Minutes

Jan 09, 2020

This episode is a quickie, but it has oh-so-much valuable information! Kiera talks having accountability and delegation in your practice. She gets the question a lot: How do I keep people accountable?! The answer? Turn ‘shoulds’ into ‘musts’! Does your team know they MUST submit their KPIs to you every Friday?

Holding people accountable also means not complicating things. Have your team help you water down your demands into bite-sized pieces. Pick three things for your team members to be accountable for each week (and make them a must!). This is a challenge for everyone, and can be implemented not just in the office, but in everyday lives. Take on Kiera’s challenge to improve your accountability today!

Looking for other tips to improve your practice. We’ve got a ton over at www.TheDentalATeam.com.


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