Show cover of Nobody Told Me That! with Teresa Duncan

Nobody Told Me That! with Teresa Duncan

Teresa Duncan explores the dental business from behind-the-scenes of the industry to tackling management and business issues in the office. Frequent co-host Kevin Henry throws in his viewpoint. We don't want you to ever be in positions where you find yourself saying "Nobody Told Me That!" Show notes over at http://nobodytoldmethat.libsyn.com/

Tracks

98 Listen In on Two Insurance Nerds with Microphones
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41:43 10/05/2022
Ep 97: Ryan Vet Educates Me On Doing Business with Millenials, Gen Z and Other Patient Types
Ryan is one of those guys that loves to build and turn around businesses. It’s fascinating to talk about strategies and industry trends with him. The generations and their particular consumer behaviors are important to him and so he keeps up with all the studies. Lucky us because he shares them with us! We also talk about his recent acquisition of the Speaking Consulting Network and how he plans to bring tremendous value to membership. If you’re considering opening up your own dental company then you’ll want to check out that part! Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/   Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with Ryan Vet and Speaking Consulting Network www.RyanVet.com www.SpeakingConsultingNetwork.com Ryan Vet (@ryancvet) • Instagram photos and videos Ryan Vet - President - Third | LinkedIn Ryan Vet | Facebook   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)  
63:01 09/19/2022
96 Deciphering Dental Networks with Brian Phillips of Five Lakes
Oops - I nerded out again. Brian Phillips was my partner in insurance geekdom this time. He knows so much about leased networks and provider credentialing. Sometimes it’s the people behind the scenes that can give you the most information - Brian fits that category to a tee. Listen in to a deep dive into the behind the scenes of contract management.    Recorded live at the 2023 Hinman Dental Meeting! Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/   Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with Brian Phillips and Five Lakes Professional Services Five Lakes Dental Practice Solutions Email Brian at  Brian.Phillips at fivelakespro[dot]com   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
35:01 09/06/2022
Ep 95: Emulsions, Sensitivity and Implant Care with Crest
Another Hinman Lounge podcast! This time I sat with Drs. Kaplan and Gans to discuss implant care and sensitivity. That sounds very formal but they’re very fun and smart ladies, promise! I needed to ask about sensitivity because I’m now a pitiful baby during my cleanings. Shout out to my hygienists Camilla and Katie for putting up with my sensitive self :)    Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/   Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with Crest: Dental Care Information for Professionals | Dentalcare.com Dr. Stephanie Kaplan | LinkedIn Dr. Stephanie Gans | LinkedIn   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)  
13:05 08/19/2022
Ep 94: Podcasting at the Hinman with Brad James of Kleer
Earlier this year I spoke at the Hinman Dental meeting and was able to be a part of their Podcast Lounge. Very cool - hope more shows do this! I asked a few guests to stop by and Brad James was kind enough to make a 2nd podcast appearance. We talked about consumer behavior and what to expect with an uncertain economy.    A few highlights:  Employer choice is the key to better benefits (either through carriers or a membership plan) Hear about the practice information I walked my audience through in my PPO participation workshop at Hinman. I’m giving another one at AADOM in September.  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/   Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with Brad James and Kleer: In-House Dental Membership Plan Software | Kleer®  Connect with Brad on LinkedIn   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
13:24 08/19/2022
Ep 93: Making Smart Decisions For a Changing Business with Kim McGuire
Kim McGuire of Fortune Management is one of my favorite people to talk business with. Not just ‘what’s up with you?’ business but the business of dentistry, numbers and strategy. It felt good to deep dive into current conditions and how we can flex to succeed. We talked about these topics and more:    Where did the critical thinking go? Her practical vision of accelerated hygiene Associate dentists providing hygiene? The horror! How her clients are adapting to our post-Covid, inflationary reality Shifting job responsibilities - how do we define these? Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/   Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with Kim:   Kim McGuire's contact information Kim's LinkedIn   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
42:31 08/01/2022
EP 92: Reimagining Administrative Onboarding with Michelle Affanato
What if you could put new or unsure employees through a bootcamp? The culture shock in dentistry is real - the hard truth is that our new stars need more direction than a manual and some webinars. Our busy offices sometimes don’t allow us that luxury but what if that’s a cycle to be broken? Michelle Affanato has worked with hundreds of offices learning their pain points and stumbling blocks. She shares her thoughts with me in this episode. Here are some of our talking points:  How to best teach block scheduling Are we tripping over new hires at the expense of our current super stars?   We should be asking patients for more money, more often Why so much focus on new patients instead of retention? How friendly is too friendly for team members?  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/   Resources about today’s show topics: The True Cost of Not Providing Employee Training The Cost of Training vs. Not Training | LawCrossing.com The Association of Dental Implant Auxiliaries  Employee Tears (@employeetears) • Instagram photos and videos Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with Michelle: https://affinitymanagement.co/ https://www.instagram.com/michelle_affinitymgmt/ https://www.facebook.com/michelle.affinitymanagement/ **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
56:58 01/26/2022
EP 91: Ransomware and Security Breaches SHOULD Scare You with Dan De Steno
Have you heard of Log4Shell? Well, that’s why you need to stay up to speed on security issues. Most offices have ‘the IT company’ or as I called him ‘the IT guy.’ Nowadays you need help managing the CBCT, patient communication, phone system and practice management system. My guest is Dan De Steno from NOVA Computer Solutions - a managed services provider I’ve recommended for years.  He scared the bejeesus out of me by explaining the new Log4Shell vulnerability that WILL AFFECT US ALL. We also talked about setting up your employees to work from home and the liabilities that come into play. Hiring an outsourcing company? You need to protect yourself from their systems. Information technology management is not what it was years ago - I came away with a ton of new information - I hope you do too.  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Resources about today’s show topics: The Log4Shell 0-day, four days on: What is it, and how bad is it really? | Ars Technica The race is on to patch Log4Shell, the bug that's breaking the internet | TechCrunch Chinese hackers are already exploiting 'fully weaponised' Log4shell software vulnerability | Daily Mail Online The Evolving Threat of Ransomware | The State of Security Report: 60% of orgs hit by ransomware-as-a-service attacks in the past 18 months | VentureBeat Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with Dan and NOVA Computer Solutions: NOVA Computer Solutions NOVA Computer Solutions, LLC - Home | Facebook NOVA Computer (@NOVAComputers1) / Twitter LinkedIn: NOVA Computer Solutions/ NOVA Computer Solutions - YouTube **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
50:28 12/20/2021
EP 90: The Audit Edition: OSHA & Infection Control with India Chance
Infection control may seem boring but I’m telling you, my guest makes it interesting! For example - what do coffee and fake nails have in common? They don’t belong in your clinical area! Infection control expert and auditor India Chance joins me to discuss this and so much more. My main takeaway from this: someone actually thought to use their beef jerky maker to sterilize masks. I’m somewhat entertained by this!   Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/   Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Connect with India: Learn2Prevent: Infection Control - sign up for her newsletter! FB: https://www.facebook.com/Learn2Prevent Learn2Prevent™️ (@learn2prevent) • Instagram photos and videos LinkedIn: https://www.linkedin.com/company/learn2prevent/ Podcast: Level Up Infection Prevention (podcast) - India Chance and Michelle Strange **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
65:44 12/01/2021
EP 89: 3 Management Consultants Walk Onto A Panel
This episode is actually a follow up webinar for an AADOM panel discussion that I hosted. Boy that’s a mouthful! Curve Dental sponsored a fantastic panel discussion at AADOM’s annual conference. We wanted to continue the conversation with a follow up webinar that expanded on some of the most popular topics. Staffing, COVID situations, doctors running reports and increased embezzlement were just some of the topics we tackled. Enjoy!    Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Resources: Curve Dental - check them out!  Susan Gunn - Susan Gunn Solutions Angela Davis-Sullivan - Adaptive Dental Solutions Malika Azargoon - Zar Dental Consulting American Association of Dental Office Management: AADOM **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
54:26 11/03/2021
EP 88: The Cures Act, Chart Notes and Missing Patients with Rick Garofolo
Another insurance nerd joins me on the podcast! Rick Garofolo of Practice Mechanics teaches me about the Cures Act - part of me wishes I didn’t know anything about it. BUT it’s important and we need to be compliant when it goes into effect. We also discussed some hot topics from his classes at the recent American Association of Dental Office Management’s Annual Conference. You may be surprised to learn how you should be tracking inactive patients. We talk about chart notes. I hope you get as excited as we did! 😄   Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Resources: The Practice Mechanic - Remote Dental Billing Dental Billing, Coding and Insurance Academy Facebook Group ONC's Cures Act Final Rule supports seamless and secure access, exchange, and use of electronic health ADA weighs in on 21st Century Cures 2.0 Act Cures Act - Information Blocking Rule Q&A - CDA Andre's Eaglesoft Field Guide Facebook Group Dental Management Excellence Community - Powered by AADOM **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
57:32 10/20/2021
EP 87: Why Do People Spend on Pets Rather Than Teeth? with Sameer Bhasin
This episode focuses on spending habits and lessons learned from past recessions.  Sameer Bhasin is CareCredit’s VP of Alliances and has worked with dental offices for over 20 years. He shared that cosmetic surgery was the first division of CareCredit to rebound after the lockdown. So is it easier to discuss financing liposuction than crowns? Maybe. You be the judge. Both of us were in dentistry during the last recession so we shared our observations and tips for not repeating the same mistakes. Here’s a clue: diversification in services and financial offerings saved a few offices. Enjoy the episode! Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com CareCredit Links: CareCredit Provider Portal  CareCredit Resources and Tools for Your Practice  Text your name and rep request to: 714-492-1120 Sameer’s information: Sbhasin @ carecredit dot com
61:56 10/06/2021
EP 86: A Gathering of Insurance Geeks is a Beautiful Thing
The 3rd Annual Insurance Extravaganza happens in November in Orlando. Founder Christine Taxin and accountability coach Lynne Leggett join me to talk about the benefits side of dentistry. The changes are coming at us fast and furious - it takes a community to truly stay on top of it all. We discuss Medicare, Medicaid, credentialing and all sorts of pain points that pop up on an insurance coordinator’s radar. Hope it helps and hope we see you in November!  Insurance Extravaganza Nov 12-13, 2021 – Dental Medical Billing >> Use “Odyssey” to receive a courtesy after the early bird deadline has passed.
69:24 09/08/2021
EP 85: Judy Kay Mausolf Teaches Me About Team Culture
Popular speaker and workshop host Judy Kay has been helping teams collaborate and succeed for as long as I’ve known her. I asked her a million questions about practice culture and how to not only change it but to protect it as well. We went through quite a few scenarios and then topped it off by reminiscing about our own times as manager and Chief Everything Operator many many years ago. I always enjoy my time with her and I hope you do as well!  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes:  “Culture camps are to help a team launch a happier and healthier culture in the practice.” “People want to show up and have a good day.” “Treat each other as well or better than you treat your patients.”  “If I could wave a magic wand and make things better, what would that look like for you?” “Loyalty is not loyalty if you are not present and engaged.” “You need to sit back for the first 90 days and observe what is going on.” “If you create a culture where people are excited to work, you will find people.” “Let your bad employee go because if you don’t you will lose your good ones.” Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Resources: Judy Kay's Website for Culture Camps, Gift Seminars and her three books! Find Judy:  Facebook: Practice Solutions / Judy Kay Mausolf - Home Twitter: Judy Kay Mausolf (@JudyKayMausolf)  Linked In: https://www.linkedin.com/in/judy-kay-mausolf Youtube: Learning Lab with Judy Kay Mausolf! Instagram: https://www.instagram.com/practicesolutionsinc/ Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
70:34 08/25/2021
EP 84: Patients, Employers and Membership Mojo with Brad James
Brad James and I dished about  the landscape of dentistry and then considered it from the patient and employer points of view. He’s the Director of Partner Development for Kleer, a membership plan software solution. We go into a few statistics (of course) about patient behavior with and without insurance as well as how offices could change strategy when faced with increased consumerism.  We had a great talk about patient attrition and why dentists don’t explore this expensive practice weakness. Hopefully you come away with some ideas on how to improve your handling of these patients.  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Quotes:  “It is usually the employer that is picking the plan.” “What Kleer is doing is going to the employer on the dentist's behalf.”  “Only 7% of your patients are going out on their own and looking for plans.”  “Must employees pay more for their dental benefits than they think they are.”  “The data showed that 25% of the market was offering an in-house dental membership plan.”  “When they do join the membership plan they become more profitable.” “Our data shows that they are 2x more profitable than their uninsured counterparts.”  “The patients that leave, they are never going to tell you.” Re: patients in a focus group: “Patients will tell you everything that is wrong with your practice, it’s hard to hear but you up your game.” “The bottom line is nobody likes their baby being called ugly, but you are never going to improve unless you know where patients are looking down on your practice.”  “Clinical care is not what they are judging you on - they don’t know how to judge you on your clinical skills.”  “When was the last time you took inventory of the patient experience from the patient's view?”   Don’t forget to check out my other podcast Chew on This - A Dental Podcast!    Resources: In-House Dental Membership Plan Software | Kleer®  Connect with Brad on LinkedIn Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook  **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
62:52 08/11/2021
EP 83: Dilaine Gloege Teaches Me About Dental Medicare Advantage Plans
Where did all these Medicare Advantage plans come from? They’re great for seniors to be able to afford more dental care but they’re taking a lot of offices by surprise. I asked my friend Dilaine to break it down for you (and for me!) We throw around a lot of words like opt-in, enrolled and prescribing physician. They each have significant meaning and we will need to not only know them but to adequately explain it to our patients. I expect you’ll take plenty of notes - I know I did! Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes:  “Any provider who opted out of traditional Medicare is not eligible to receive benefits from a Medicare Advantage plan.” “It seems like everyone and their brother has a Medicare Advantage Plan.”  “There is a lot of stuff with Medicare that does apply to the dentists that flies under the radar.”  “We can dive into a deep black hole and stay there (to investigate Medicare Advantage), but office managers may not be able to do that.”  Regarding customer service reps: “If it’s not on their list in front of them they will not know the answer.”  “Be sure you have entered into a written private contract with that patient and I recommend doing that every two years, every time that renewal period comes up.”  “If you have to listen to this again no one would blame you, this is not easy stuff.”  Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Resources: CMS: Home - Centers for Medicare & Medicaid Services Who are the MACs (Medicare Administrative Contractor)? Example of a Medicare Advantage offering Connect with Dilaine: Dilaine Gloege, CDA, CPC - Dental Speaker, Author, Educator, and Coach/Director of Education/Client Services Dental ClaimSupport: Outsource Dental Billing for More Smiles, Less Stress Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
63:21 07/28/2021
EP 82: Financial Ledgers and You: Love Story or Work in Progress? with Dayna Johnson
Returning guest Dayna Johnson talks to us about what she’s seeing in patient accounts. Some of the most common mistakes can cause big headaches when it’s time to bring on a new dentist or time to make a sale. Find out which reports she runs daily, weekly and monthly - and why. If you love numbers and attention to detail then this episode is for you 💰  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes:  “When she went to sell her practice she ran her reports for probably the first time.” “I think a lot of people had a lot of time off and used that time to clean up their ledgers.”  “Your blog is something that everyone can learn from.”  “If you don’t work the accounts receivable, you don’t get paid.” “If you throw someone on the front line and they are not properly trained and onboarded, they will be overwhelmed, and you will lose them.”  These scrubs are out of control! “Stop with the whale tail.”  “It is too overwhelming to just sit them down in front of the computer and hand them the Dentrix manual.”  “I like doing daily billing statements.”  Links from Episode:  Novonee | Dentrix Training | Education with Dayna Johnson [BLOG] Your Dentrix ledgers need some spring cleaning Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
44:56 07/14/2021
EP 81: Adapting To Your Team’s Communication Styles with Lisa Copeland, RDH, CSP
“Disruption offers opportunity” - wise words from my guest Lisa Copeland. We talk about being brave, encouraging and firm in our team interactions. Each position and age group in our office has its own communication styles. The last year brought to light issues that should be addressed before they can cause lasting damage to your team. Topics like bullying, burnout and generational behavior are addressed. Hope it’s helpful!    Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes:  “I get calls every week from people that are frustrated and don’t know how to handle the workload anymore.”  “There is a huge communication gap that was exposed through covid.” “12% of hygienists have left the workfield.”  “My dog Griffin has been employee of the month for about 6 years!” “Gen Zs are looking for security.” “We can’t expect people to change, we need to adapt to them.” “Gen Z is going to have dentistry changing in leaps and bounds.”  On gossiping: “That chirping behind someone's back can grow very loud.” Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Links from Episode:  Lisa’s website: https://www.communicatewithinfluence.org Her speaker packet is here Facebook: https://www.facebook.com/CommunicateWithInfluence Twitter: Lisa Copeland (@Irongalcopeland) LinkedIn: www.linkedin.com/in/lisagcopeland YouTube Lisa Copeland Instagram: http://instagram.com/communicatewithinfluence Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook  **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
56:24 06/30/2021
EP 80: Micromanagers and Dental Witches with Dr. Gina Dorfman
Dr. Gina Dorfman joins me to discuss her perspectives on patient behavior, group interviews and not managing like a witch. Could you be a micromanager and not even know it? I was one - I’ll admit it. We then talk about how patients are usually ready to commit when they contact you. I think you’ll be surprised at how easy it is to turn a patient away.  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes:  “Done is better than perfect.” “If you need to micromanage a person, you have the wrong person.”  “Aptitude is great - we can teach that but attitude, that is essential.”  “You can have the best people in the world, but you need systems.” “30% of your marketing dollars are being wasted on people who cannot schedule during the day.” “It’s not about you, it is about the office.”  “If I can’t do it online, a lot of times it isn’t getting done.”  “They brought themselves to the party, I just need to open the door and let them in.” “I have never seen a front office where everything is done.”   Links from Episode:   Dr. Dorfman’s Website  Yapi’s site Insurance and Getting to Yes with Teresa Duncan Mike Michalowicz - Small Business Author Dr. Dorfman interviews Mike Michalowicz Good to Great: Why Some Companies Make the Leap and Others Don't by Jim Collins Procrastinate on Purpose: 5 Permissions to Multiply Your Time by Rory Vaden Take the Stairs: 7 Steps to Achieving True Success by Rory Vaden Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 o
81:58 06/16/2021
EP 79: Bursting Social Media Bubbles with Rita Zamora
Rita returns to the podcast with a bold question: are we letting our own preconceived notions of social media affect how we reach out to patients? I can say that it does for me and I have to remind myself of what my audience wants from me, not the other way around. She shares a recent experience that caused her to rethink strategy as well. Find out what’s new with the Apple iOS update and why TikTok can be exhausting for dental offices.  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes:  “Our social media bubbles can hurt us.”  “What we think is true for us on social media is not true for everyone.”  “It almost takes a village sometimes to run social media.” “Have a program in place that is going to save you time and be easy for your team members to collaborate on.” “If you want to be discovered on Instagram, you should be using your hashtags.” “To keep yourself from burning out you need to have support.”    Links from Episode:  How Apple's iOS 14 Release May Affect Your Ads and Reporting Apple, Its Control Over the iPhone, The Internet, And Yes, The Metaverse — MatthewBall.vc TikTok Turns Average Joes Into Stars. Then What? Behind the Scenes of a TikTok Video: Weeks of Work for Seconds of Content     Connect with Rita Zamora:  Connect90.com Rita Zamora (@ritazamora) • Instagram photos and videos Rita Zamora Connections Facebook Don’t forget to check out my other podcast Chew on This - A Dental Podcast!   Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy! Click here for the Prepare Protect Prosper eBook   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)  
40:53 06/02/2021
EP 78: Manager’s Guilt Part 2: Handling It All 
Dive into Episode 77 for the first part of this series. In this session, I share how I managed my time and duties. Tracking all the deadlines, review dates, renewal dates and the other stuff that pops up can be exhausting. Feel free to use my downloadable calendar as a guide and make it your own! Being a manager is hard - learn from the misses and celebrate your wins. You’re too busy to sit around feeling guilty :)    Don’t forget to check out my other podcast Chew on This - A Dental Podcast!    Quotes:  “If you are using a whole pack of post-it notes (to stay on track), that is a sign you need to change things!”  “It’s really a beautiful thing when top referrers continue to refer.”  “There is no reason to consistently not clock in, or clock out correctly.”  “The goal is for you to get this running really well, and then you can take a day or three off.”  “You being able to take a vacation, and the office staying on track, that is a testament to your skills as a manager.”  “Schedule meetings with the owner doctor to talk about yearly goals.”  “A mastermind isn't led by your goals, it is led by the topic.”    You can find the deliverables from this episode here   Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!    Click here for the Prepare Protect Prosper eBook   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
49:39 05/19/2021
EP 77: Manager’s Guilt Part 1: What Is It and How to Handle It
This feeling just doesn’t affect new managers. Even experienced team leaders feel that they “should have known more” about a rule or a system. The job is hard and requires not only multi-tasking but still keeping track of many other items. In this two-part topic I’ll go over how a new manager could keep this guilt at bay by focusing on immediate concerns. For my experienced managers, we’ll also talk about goal setting to avoid burnout.    Part 2 will focus on techniques and how I used both a managerial log and calendar to stay on task. If you love the tactical part of your job then that episode will make you happy!    Don’t forget to check out my other podcast Chew on This - A Dental Podcast!    Quotes:  “Most new office managers are making it up as they go along, and adding job duties as they go.”  “I wish there was a standardized way of onboarding a new office manager, one accepted protocol across all consultants.”  “Assessments of employees is one of the first things I would do.” “There are three things I look at: things that can get you sued;  things that can get you fined; and things that lose you money.”  “Change comes with a price tag.” “Sometimes slow and steady does indeed win the race.”  “I would make sure my employee handbook has been reviewed by an attorney within the last year.” “You always have to let people know the why and what is in it for them.”  “Celebrate when you meet your goals, but don’t beat yourself up when you don’t. Figure out why you didn’t and keep improving.”  Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!    Click here for the Prepare Protect Prosper eBook   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
35:20 05/05/2021
EP 76: Putting Patients First with Innovator Dr. Bryan Laskin
One of my favorite people to keep an eye on is Dr. Bryan Laskin. He’s the founder of OperaDDS, Toothapps, Upgrade Your Practice and more apps and services designed to make our lives easier. In dentistry we see a lot of change with materials and equipment but not nearly the same in the administrative field. I’m talking about reimagining the way you do business not just improving what we already do. I joked with Bryan that he was ahead of his time with his OperaVR and teledentistry products. The good news is that being ahead of the curve means you’re ready when little things like COVID hit. We talked about artificial intelligence, consumer-driven dentistry, and why he’d design his next office around his team. There is a link for his new book below. Think of it as a roadmap for how you can implement technology in your practice. He lays it all out for you.  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes   “22% ppl put off dental care bcs of anxiety.” “If it is broken, and someone else hasn't found the solution, I want to.”  “What other industry do you call on the phone to make an appointment?”  “It’s obvious in my brain, but hard to get out of my mouth.” “It’s not a rant if you are right.” ← my favorite! “[Technology] needs to be easy to use - there shouldn’t be 300 settings you have to get through.”  “Revenue is vanity, profit is sanity.”  “Something is only worth what someone is willing to pay for it.”  “The explosion of AI is all over the place in dentistry.” “If you take care of your staff then they will take care of your patients.”  “If I could build my office today, I would build it focused around the teams.” Don’t forget to check out my other podcast Chew on This - A Dental Podcast!    Links from the show:   The Patient First Manifesto Book (put in a cc # but select 0 for the price) Facebook: Bryan Laskin, DDS (@operability) LinkedIn: Dr. Bryan Laskin Bryan’s The Operatory Podcast Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!    Click here for the Prepare Protect Prosper eBook   **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
58:04 04/21/2021
EP 75: Minimizing the Unexpected Parts of Practice Sales with Dr. Suzanne Ebert
I asked Dr. Suzanne Ebert to share the horror stories and what she’s seen go wrong when dentists buy and sell practices. My listeners need to know the dark side, not just the rah rah moments. Dr. Ebert is with ADA Practice Transitions™ and has facilitated agreements with strange requirements (take my wife, please!) but also many that have been a positive life changer for families and communities. Even if you don’t think this is in your near future you never know what life has in store. I’d rather you be prepared so that you know, you can’t say nobody told you that!  😊 Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes “If anyone tells you that you do not need a lawyer, you should look for someone else to talk to.”  “2020 was not a good year for most dentists.”  “Understand your monthly budget, and YES have a monthly budget.”  “(Small towns) want that dental practice to stay open so badly, they will do almost anything.”  “A letter of intent done well will set the roadmap for the entire process.”  “That (uncredentialed) associate is not going to want to be doing hygiene all day long.” “If you are stuck doing hygiene focus on building those patient relationships because it will pay off in the long run.” Links  https://www.adapracticetransitions.com/ Blog: https://www.adapracticetransitions.com/blog ---- Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!  Click here for the Prepare Protect Prosper eBook **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
50:24 04/07/2021
EP 74: Talking Revenue With A Ninja ft. Andy Cleveland
The post-COVID state of collections may surprise you - it’s better than I thought. Andy Cleveland is my guest and is known as the Dental Practice Ninja (hi-ya!). We chatted about collections protocols, small claims court and when to write off balances. Have you ever wondered if you should forgive a balance when a patient dies? What about if you run into a collections patient outside of the office? I always love talking about money and so does he. I hope this episode is helpful!  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes “1 in 3 Americans is in collections at any time.”  “The best way to fix your collections problem is to fix your insurance system problem.” “People beat themselves up trying to get to 98% collections, but sometimes it isn’t possible. Some people just are not going to pay.”  “They made more on unemployment than they did at her practice, why would they work?” “You don't have to treat everyone to 100% health if it is going to bankrupt you - it doesn't make sense.”  “Why are we always talking about insurance when that is only half of the market?” “Expect the best, but plan for the worst.”  ------- Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!  Click here for the Prepare Protect Prosper eBook Links  Andy’s Info 864-517-2233 Website: Andy Cleveland’s Dental Practice Ninja Website Facebook: https://www.facebook.com/AccountsReceivableNinja LinkedIn: Andy Grover Cleveland - Patient Accounts Receivable Specialist - Business Consultant  **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
55:13 03/24/2021
EP 73: Why I Have A 24 Hour Rule
Everyone has a few life rules that shape how they act, interact and react. One of my personal rules is that I wait 24 hours before making any big decisions or purchases. This can be very hard in a world with so much available instant gratification. I look back on some of the biggest decisions I’ve made and am thankful for this rule. I can think of a few big mistakes I would have made had I acted impulsively.    I take this guideline and apply it to our workplace. Patients, coworkers and even faceless companies can push our buttons. Emotional decisions can have real consequences. Hopefully you don’t have to make huge ones too often but if you do, consider waiting 24 hours for clarity.    Quotes   “The advice I gave my son was to wait 24 hours before making a decision, because the first 24 hours is filled with emotion.”  “When you make emotional decisions, they may not be the best decisions made.”  “If you are going to come to your boss with a problem, it should not be focused on only you.”  “Lead with the idea of how it affects the practice.”  “It all comes back to patient care.”  For managers: “At the end of the day it is not our practice.As much as we feel it is, as much as we grew it, and even though our blood, sweat and tears went into the practice, it is not our practice.”  “I can’t have you love the practice more than the owner does.”  ---------- Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!    Click here for the Prepare Protect Prosper eBook   Links    **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
35:25 03/10/2021
EP 72: Life Is Too Short To Deal With Terrible Patients
Why do we put up with them? I recently talked with a friend who routinely purges ‘bad’ patients from his practice. We both thought that more offices should do this. I wanted to share my thoughts on rogue patient management with you. Hope it helps.  Schedules full of awesome patients sound pretty good to me!    Quotes   “Imagine if you actually liked all your patients.”  “Think about it, how many patients do you have that bring out this high anxiety.”  “They have a philosophy where they only see patients they really really like.”  “Most of the time when someone has been a wack-a-doo on the phone, they have been a wack-a-doo in real life.”  “I understand they need a dental home, but it doesn’t have to be your dental home.” “I’ve learned over the years to trust my gut.”  “I’m not saying dump all your patients, I am saying dump the ones you don’t like.”  “If you are letting reviews hold you hostage then you are always going to be practicing defensively.”  ---------- Also! Grab this Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!    Click here for the Prepare Protect Prosper eBook Links    **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
28:53 02/24/2021
EP 71: Spotting Substance Abuse in Your Office with Edie Gibson, RDH
Edie Gibson is a well-respected hygienist and a personal long-time friend. Although we met while educating about implants one of her personal passions has been to discuss addiction and mental health. I’ve learned over the years that just because someone is quiet and says they’re fine that it may not always be the case.  At some point you’ll come across someone who needs help. I hope this helps you if you find yourself in similar situations. In the meantime, I’m sending hugs to you. Life can be hard but there is help available.  Full show notes on the podcast home page! https://nobodytoldmethat.libsyn.com/ Quotes “We as human beings are not built, bred or created to be alone.” “Addiction is the inability to stop - regardless of negative consequences.”  “Thanksgiving through New Years is the prime time when depression kicks in for those who are using and abusing.” “Personal responsibility goes out the window, because their obsession takes over.”  “You can put your human heart on, and say this is a human being, who may need help.”  “Sometimes we want to be the little spoon!”  “It’s okay to not be okay, and it is okay to need help.”  “Know when enough is enough for you.”  “A brief intervention by a healthcare provider has been shown to help people seek treatment more often than not.”  ---------- Resources from the episode: Life's Healing Boundaries Boundaries  Drs. Cloud and  Townsend   Edie Gibson LinkedIn Edie's Website Charlie Mackesy's book COVID-19 Mental Health Resources from the ADA Don’t forget to check out my other podcast Chew on This - A Dental Podcast!  Links  Download an Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions including the Dental Insurance Coordinator Mini-Guide. Enjoy!  Click here for the Prepare Protect Prosper eBook **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations
54:22 02/10/2021
EP 70: Fraudulent Hoverboard Dentist Dramatic Reading
My friend Kevin Henry joins me to illuminate the case of Dr. Seth Lookhart and his manager Shauna Cranford. You may know the doctor best as the Hoverboard dentist - he worked on patients while riding his hoverboard! I know! Hidden in the legal case documents are a bunch of texts between the doctor and manager. They showed just how they planned to get as much reimbursement as possible. Honestly, the hoverboard is the tamest part of the whole case.  We took a little creative license and read the tweets in character. Ethical challenges exist in our daily dental lives. These texts are an example of ethics being thrown out the window. We hope it’s as educational for you as it was for us.  Also! We wrote an Ebook that is completely free for you. 50+ pages of knowledge, checklists and job descriptions. Enjoy!  Click here for the Prepare Protect Prosper eBook Quotes “These text messages are something else.”  “Nothing deleted, is ever deleted.”  Dr Lookhart: “Let’s build a practice around it: Sedation. Let’s Medicaid it up!”  When doctors take blind advice from employees: “If someone tells you ‘oh it’s okay’ is it really?” Kevin reacts to his character statements: “I felt slimy saying that.”  New dental motto? “Grip and rip and make a denture.”  “Our patients don't know better and they trust us.”  Teresa is appalled: “Office Manager to Office Manager, shame on you.”  ---------- Resources from the episode: Article About Case: Hoverboard-Riding Dentist, Found Guilty of Fraud, Is Sentenced to 12 Years  Court Documents: State v. Seth Lookhart, Shauna Leigh Cranford, Lookhart Dental LLC Information  Chew On This Episode about Hoverboard Dentist Links  **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
57:49 01/27/2021
2021 is the Year For Courageous Conversations - with Katherine Eitel Belt
Master communicator Katherine Eitel Beltshares different ways she coaches offices through difficult conversations. Whether it’s the team, doctor or the patient, you’ll have to deal with intense and surprising situations. Katherine has some great diffuser solutions. Her talk about setting your own boundaries really resonates with me. I have personal boundaries but what are my business ‘heck no’ lines in the sand? Check out Katherine for communication workshops - she’s popular for a reason!   Episode 69 Highlights  Executive Brain and Lizard Brains Practice Equals Mastery, Not Understanding  New Managers and Communications Coaching Models and Growth Culture  Vision, Missions or Driving Forces - what are they?   Quotes   Regarding office culture and communication: “If they were a challenge for people before COVID, they are a full on fire now.”  “We are all hardwired for survival.” “I think there is a way to have conversations on your feet, feeling guided and confident.”  “We have amazing millennials working for us, and I don’t know what we would do without them. They bring so much to the plate.” “That old-school supervision model… has changed.” “Our goal is to have a breakthrough on whatever is holding them back.” “If you try to align a team with a vision they don’t understand, you will seem like the big bad manager.”  “You can be empathetic and still hold your line.”  “You can’t motivate your team if they are falling asleep during your presentation.”  ---------- Resources from the episode:   -Courageous Conversations On-Demand Workshop (released January 2020) -Courageous Conversations Live Virtual Workshops  -Vision Calibration Retreats (Virtual and live)  Facebook  @lionspeak.net  Twitter LinkedIn = @lionspeak Instagram = @lionspeak_communication   Links  **If you like the show then I’d appreciate a good rating. Tell your friends. Even podcasters ask for referrals!** Teresa’s Website- https://www.odysseymgmt.com/ (sign up for my newsletter!) Teresa’s Book Moving Your Patients to Yes! Easy Insurance Conversations http://odysseymgmt.corecommerce.com/Book/ (use ‘newsletter’ for $3 off)
60:57 01/13/2021