Podcasts about front desk

Teachers often talk about the summer slide — the setback many students experience in reading skills during the summer months. MPR News host Angela Davis talks with three children's book authors for recommendations on great books to read this summer to keep kids' reading skills up and their imaginations alive. Guests:Shannon Gibney is an author and professor of English at Minneapolis College. The children's books she's written include “Sam and the Incredible African and American Food Fight” and “We Miss You, George Floyd.” She is also the co-author of “Where We Come From.” And she's written novels and young adult fiction, including “The Girl I Am, Was, and Never Will Be: A Speculative Memoir of Transracial Adoption,” “See No Color” and “Dream Country,” both of which won Minnesota Book Awards. Jessie Taken Alive-Rencountre is a Hunkpapa Lakota from the Standing Rock Sioux Tribe. She was a school counselor for 15 years and now works full time as an author and presenter. She received the Great Plains Emerging Tribal Writer's Award for her first children's book, “Pet'a Shows Misun the Light.” And she is the author of six other children's books, including “Thunder's Hair” and “We Are All Related.” Sarah Warren is an award-winning children's book author who worked as an early childhood educator for over 17 years. Her picture books include “Beyoncé: Shine Your Light,” “Stacey Abrams: Lift Every Voice,” “Everything a Drum” and “Dolores Huerta: A Hero to Migrant Workers.” Sarah is also co-founder of Picture Book Parade, an organization that promotes literacy and diverse local authors. Angela's guests and listeners recommended some of their favorite books: “Baby Monkey Private Eye” by Brian Selznick and David Serlin  “Llama Llama book series” by Anna Dewdney “The $66 Summer” by John Armistead “Humphrey Series” by Betty G. Birney “Where the Red Fern Grows” by Wilson Rawls “Time of Wonder” and “Blueberries for Sal” by Robert McCloskey “Go, Dog. Go!“ by P.D. Eastman“Where the Wild Things Are“ by Maurice Sendak“Sisters,” “Smile,“ “Guts,“ graphic novels by Raina Telgemeier “How Full Is Your Bucket“ by Tom Rath and Mary Reckmeyer “The Latehomecomer: A Hmong Family Memoir“ and children's books by Kao Kalia Yang “Click Clack Moo“ by Doreen Cronin “Charlotte's Web“ by E.B. White“One Little Lot: The 1-2-3s of an Urban Garden“ by Diane C. Mullen Mindy Kim Book Series by Lyla Lee “Front Desk“ by Kelly Yang “Looking for Lucy“ by Emrys Current “The Rithmatist“ by Brandon Sanderson 

In this solo episode of What's Best For The Patient Is Best For Business, Jerry dives into Part 2 of the Front Desk Selling Series, focusing on the power of permission-based questions during initial patient phone calls. This episode is all about sharing his expert insights on refining front desk communication to improve patient engagement and conversion.Building on the foundational concept of acknowledgment (covered in Part 1), Jerry explains how permission-based questions help control the conversation while making the caller feel heard and valued. He breaks down real-world examples, demonstrating how to steer discussions away from premature cost inquiries and toward understanding the patient's needs, ultimately leading to better outcomes for both the patient and the business.Key Takeaways:• Control the conversation by asking the most questions—the person guiding the dialogue shapes the process and results.• Permission-based questions build trust by signaling active listening and putting the patient's input at the center.• Defer cost discussions strategically by acknowledging the question, then redirecting to the patient's goals first.• Practical scripts for front desk staff to seamlessly integrate acknowledgment and permission-based questioning into calls.Whether you're a clinic owner, front desk staffer, or just looking to improve patient interactions, this episode is packed with actionable techniques to turn phone inquiries into scheduled appointments. Tune in, take notes, and start implementing these strategies today! If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, dental growth expert Gary Bird exposes the third way dentists unknowingly self-sabotage their practices: rude front desk behavior that drives away new patients. Discover how untrained dental teams are "weeding out" the very patients you need to grow, simply by mishandling calls or giving the wrong first impression. We'll also recap the first two self-sabotage mistakes—poor phone scripting and misunderstanding strategic pricing—and dive deep into how these issues compound. Learn why missed calls, poor customer service, and bad communication cost dental offices thousands in lost revenue. If you're serious about growing your dental practice, you can't afford to ignore this episode. Watch now to access free dental team training resources and fix this hidden growth killer.Connect with our Host, Gary Bird, Here ⤵️SMC: https://smcnational.com/Personal: https://thegarybird.com

In this solo episode of What's Best For The Patient Is Best For Business, Jerry dives into the critical first step of front desk sales—acknowledgement—during initial patient phone calls. As Part 1 of his Front Desk Sales Series, Jerry shares invaluable insights from his 15 years of experience, emphasizing how early interactions shape a patient's entire journey.Key Takeaways:• The Golden Moment: When a potential patient reaches out, the first 30 seconds of the call set the tone for trust, expectations, and long-term retention.• Power of Acknowledgement: Simply repeating back what the caller says (e.g., "Hi Jerry, I'm sorry to hear about your back pain—we help a lot of people with that!") signals that your practice is different and builds immediate rapport.• Control the Conversation: Proper acknowledgement prevents callers from derailing the discussion and guides them toward scheduling—without feeling rushed or ignored.• Prevent Problems Early: Many cancellations and no-shows can be avoided by mastering this initial step, as it aligns patient expectations from the start.Jerry breaks down real-world examples, revealing common pitfalls and actionable scripts to transform your front desk's phone game. Whether you're a clinic owner or a front desk team member, this episode is packed with strategies to turn inquiries into loyal patients.Tune in and learn why this simple skill—listening and acknowledging—can be your most powerful sales tool.Listen now and stay tuned for Part 2! If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this thought-provoking episode of The Dental Boardroom, host Wes Read CPA and CFP continues his AI in Dentistry series by diving deep into one of the most transformative technologies shaping dental practices today—AI agents. Wes welcomes Mitch Hersche, founder of FOJI, a leading innovator in operational AI tools designed for dental offices. Together, they explore the what, why, and how of AI integration, breaking down complex concepts like generative AI, neural networks, and AI agents—all while keeping it relevant to the everyday challenges and opportunities faced by dental professionals.

In this thought-provoking episode of The Dental Boardroom, host Wes Read CPA and CFP continues his AI in Dentistry series by diving deep into one of the most transformative technologies shaping dental practices today—AI agents. Wes welcomes Mitch Hersche, founder of FOJI, a leading innovator in operational AI tools designed for dental offices. Together, they explore the what, why, and how of AI integration, breaking down complex concepts like generative AI, neural networks, and AI agents—all while keeping it relevant to the everyday challenges and opportunities faced by dental professionals. Key Discussion Points:AI is transforming dental operations, especially in larger practices.Mitch Hershey founded FOJI to automate dental admin tasks using AI agents.AI Agents vs SaaS: SaaS gives you tools; AI agents do the work for you.Clinical AI helps with diagnostics (e.g., X-rays), while Operational AI automates tasks like insurance and scheduling.FOJI uses large language models (like GPT) securely, without sharing client data.Generative AI creates content; Predictive AI forecasts outcomes.AI still needs oversight—hallucinations and errors can occur.Rapid adoption is expected in the next 2–3 years, especially for admin automation.#AIinDentistry #DentalBoardroomPodcast #FOJAI #DentalTech #ArtificialIntelligence #GenerativeAI #DentalPracticeGrowth #DentalInnovation #OperationalAI #DentalSoftware #DentalAutomation #MitchHershey #PracticeEfficiency

In this episode of What's Best For The Patient Is Best For Business, Jerry sits down with Matt Byrne, Executive Director for Provider Partnerships at FIGUR8, Inc., to discuss the untapped potential of workers' compensation in physical therapy—and why ignoring this market could be a costly mistake. FIGUR8 provides the first FDA-registered, objective musculoskeletal (MSK) assessment tool, replacing outdated subjective methods and driving better patient outcomes.Matt challenges the common misconceptions about workers' comp, revealing why it's one of the highest-paying and most underserved segments in PT. With 900,000+ MSK claims annually—each costing employers $35K–$65K—he breaks down how clinics can leverage objective data to streamline care, reduce claim costs, and attract referrals from the many key stakeholders involved with workers' comp claims.Key Takeaways:• Workers' Comp Is a $1.35B Opportunity: At 12 visits per claim and $125/visit, this market is ripe for clinics willing to embrace it.• Data = Leverage: FIGUR8's technology replaces guesswork with biomechanical insights, justifying care plans and speeding up return-to-work timelines.• Better Payer Mix, Fewer Patients: Workers' comp reimburses higher than Medicare and commercial insurance—meaning clinics can increase revenue while seeing fewer patients.• Stop the Staffing Shortage Myth: Optimizing payer mix (e.g., shifting from 3% to 10% workers' comp) can ease clinician burnout and boost margins.• The "Hub-and-Spoke" Model: Hire one dedicated workers' comp PT to train staff and oversee high-value services (e.g., functional capacity exams billed at $800–$1,200 each).If you're tired of chasing shrinking reimbursements and want a proven way to serve your community and your bottom line, this episode is your wake-up call. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Wil Slickers, Michael Goldin, and Brandreth Canaley unpack citizenM hotels call to kill the front desk and what it really signals about modern hospitality design. Then it's Marriott International's bold bet on AI and automation, and how that contrasts with the rise of curated, human-centric dining experiences. From tech-driven efficiencies to the return of the hotel dinner party, this episode covers the tension between scale and soul in today's hospitality world. --- ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Good Morning Hospitality⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ is part of the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Hospitality.FM⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Multi-Media Network and is a Hospitality.FM Original The hospitality industry is constantly growing, changing, and innovating! This podcast brings you the top news and topics from industry experts across different hospitality fields. Good Morning Hospitality publishes three thirty-minute weekly episodes: every Monday and Wednesday at 7 a.m. PST / 10 a.m. EST and every Tuesday at 8 a.m. CET for our European and UK-focused content. Make sure to tune in during our live show on our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ or ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ every week and join the conversation live! Explore everything Good Morning Hospitality has to offer: • Well & Good Morning Coffee: Enjoy our signature roast—⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠order here!⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ • Retreats: Join us at one of our exclusive retreats—learn more and register your interest ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠here!⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ • Episodes & More: Find all episodes and additional info at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠GoodMorningHospitality.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Thank you to all of the Hospitality.FM Partners that help make this show possible. If you have any press you want to be covered during the show, email us at ⁠⁠⁠⁠⁠⁠⁠⁠goodmorning@hospitality.fm Learn more about your ad choices. Visit megaphone.fm/adchoices

What do an upside-down pineapple, flaming bicycle tires, and a wildly profitable foot-focused OnlyFans have in common. One man.Noah — the bearded, possibly mythical front desk manager at LA Fitness in Alpharetta, GA — may just be the most accidentally seductive chaos agent the gym world has ever known. In this episode, we uncover his wild childhood, his secret Roblox alter ego, and the unexpected fanbase that includes grandmas, Discord mods, and possibly a retired senator. You'll laugh. You'll blush. You'll question everything you know about metatarsals.

Wil Slickers, Michael Goldin, and Brandreth Canaley unpack citizenM hotels call to kill the front desk and what it really signals about modern hospitality design. Then it's Marriott International's bold bet on AI and automation, and how that contrasts with the rise of curated, human-centric dining experiences. From tech-driven efficiencies to the return of the hotel dinner party, this episode covers the tension between scale and soul in today's hospitality world. --- ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Good Morning Hospitality⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ is part of the ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Hospitality.FM⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Multi-Media Network and is a Hospitality.FM Original The hospitality industry is constantly growing, changing, and innovating! This podcast brings you the top news and topics from industry experts across different hospitality fields. Good Morning Hospitality publishes three thirty-minute weekly episodes: every Monday and Wednesday at 7 a.m. PST / 10 a.m. EST and every Tuesday at 8 a.m. CET for our European and UK-focused content. Make sure to tune in during our live show on our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠LinkedIn page⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ or ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠YouTube⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ every week and join the conversation live! Explore everything Good Morning Hospitality has to offer: • Well & Good Morning Coffee: Enjoy our signature roast—⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠order here!⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ • Retreats: Join us at one of our exclusive retreats—learn more and register your interest ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠here!⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ • Episodes & More: Find all episodes and additional info at ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠GoodMorningHospitality.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Thank you to all of the Hospitality.FM Partners that help make this show possible. If you have any press you want to be covered during the show, email us at ⁠⁠⁠⁠⁠⁠⁠⁠goodmorning@hospitality.fm Learn more about your ad choices. Visit megaphone.fm/adchoices

In this solo episode of What's Best For The Patient Is Best For Business, Jerry dives into the transformative role of AI voice agents in healthcare—specifically on the non-clinical, pre-arrival side of operations. Jerry shares his firsthand experience working with AI voice technology over the past year, detailing how it's reshaping patient intake, scheduling, benefit checks, and cost callbacks, without replacing human roles.Key Takeaways:- AI voice agents are revolutionizing pre-arrival workflows—but success hinges on understanding your practice's people, processes, and patient journey before implementing the tech.  - Workflow is everything: AI should be strategically inserted into existing systems, not haphazardly overlaid. His case study reveals how mapping out SOPs and scripts upfront slashed onboarding time and costs.  - Human-AI collaboration is key: One client retained staff for quality assurance and follow-up, proving AI works best when complementing—not eliminating—human touchpoints.  - The patient experience gap: With healthcare admin satisfaction at historic lows, Jerry argues AI voice agents can reduce friction (like phone trees and portals) while building trust. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode, Andrew Arthurs, President & Chief Operating Officer at Actabl, shares his experience as a Chief Information Officer at some of the world's largest hotel management companies. A few more resources: If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestions If you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free. Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram. If you want to advertise on Hospitality Daily, here are the ways we can work together. If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve! Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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In this episode of What's Best For The Patient Is Best For Business, Jerry sits down with Dr. Valerie Rucker-Bussie, Community Development Officer for Rizing Tide, and Dr. Heidi Jannenga, Founder of Rizing Tide, to discuss how their nonprofit is addressing the critical shortage of physical therapists while improving diversity and representation in the profession.Rizing Tide provides scholarships, mentorship, and career development opportunities for first- and second-year DPT students from underrepresented backgrounds, helping to build a more inclusive and culturally competent workforce. Heidi shares the inspiration behind the organization—rooted in her own journey with WebPT—and Valerie highlights how their Employer Connect Program bridges the gap between students and future employers, creating a pipeline of talent for clinics nationwide.Key Takeaways:• Solving the PT Shortage – Rizing Tide is tackling the industry's workforce crisis by supporting students who might otherwise drop out due to financial barriers.• The Power of Representation – Research shows better patient outcomes when providers reflect the communities they serve—Rizing Tide is making that a reality.• Community & Mentorship – Beyond scholarships, the organization fosters a PT Pod community where students access mentorship, networking, and career opportunities.• Employer Benefits – Clinics partnering with Rizing Tide gain early access to top-tier talent, reducing recruitment challenges and improving workforce diversity.• The Business Case for DEI – Diversity isn't just ethical—it's good for business, expanding patient access and driving long-term growth.Tune in to hear how Rizing Tide is shaping the future of PT one scholar at a time.Learn more at Rizing-Tide.com If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In Part 3 of 3 of this sales-focused series on What's Best For The Patient Is Best For Business, Jerry is joined once again by Eddie Ernst to dive deep into the critical mindset shift needed for successful sales in healthcare—prioritizing arrivals over just filling schedules.Jerry and Eddie discuss the importance of qualifying leads effectively, ensuring that the right patients (or clients) are the ones booking appointments—those who will arrive, pay, and stay committed to their care. They break down key strategies for detaching from the outcome while staying fully engaged in the process, emphasizing that sales isn't about manipulation but about helping people make informed decisions that align with their needs.Key Takeaways:• Qualifying Leads Matters – Not every inquiry is a good fit. Learn how to ask the right questions upfront to determine if a potential patient is ready, willing, and able to commit.• Detach from the Outcome – Focus on the process, not just the sale. This mindset allows you to serve better without emotional burnout.• Mindset Over Money – If someone isn't ready to invest in their health (financially or mentally), no amount of persuasion will change that—and that's okay.• Acknowledge, Respond, and Close that Door – Handle objections (like cost or insurance) by acknowledging concerns, providing value, and steering the conversation back to the patient's needs.• The Meaning of Patient-Centered Care – If the priority of your calls is getting patients scheduled instead of determining what value you can provide them, you shouldn't be calling your business “patient-centered.”Tune in to this no-nonsense conversation that will challenge how you think about sales in healthcare—whether you're a PT, clinic owner, or sales professional. If you've ever struggled with no-shows, cancellations, or low conversion rates, this episode is a must-listen.Listen now and learn how to stop chasing appointments and start securing committed patients! If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

This week, we're sharing something special: Michael's full talk from the 2025 Urgent Care Association (UCA) Conference in Dallas. Titled The Front Desk Evolution, this session was standing-room-only and sparked conversations that continued long after the conference ended.In this high-impact presentation, Michael makes the case that the front desk is not just a cost center—it's your clinic's most underutilized sales team. From phone scripts to objection handling and AI-enhanced booking tools, this session is loaded with actionable strategies you can take back to your clinic immediately.If you're ready to stop leaving thousands of dollars in missed appointments on the table, this is the episode for you.

In Part 2 of 3 of this sales-focused series, Jerry is joined again by sales expert Eddie Ernst for a deep dive into refining the sales process. Eddie shares insights from his latest sales training approach, emphasizing the importance of direct questioning, maintaining control of conversations, and avoiding the pitfalls of "word vomit" that create uncertainty.Key Takeaways:• Better Questions = Better Results: Eddie explains how shifting to a more direct, authority-driven approach—forcing prospects to sell themselves on why they need help—leads to stronger buy-in and filters out uncommitted leads.• Avoiding Overselling: Jerry and Eddie discuss how untrained salespeople often talk past the close, creating confusion rather than clarity. The solution? Ask targeted questions, listen actively, and shut up after asking.• Controlling the Conversation: Learn why "earning the right to interrupt" is critical—and how letting prospects ramble unchecked can derail a sale.• Detaching from the Outcome: Eddie reveals why you "can't want it more than the prospect" and how to spot when someone isn't truly ready to commit.• Healthcare Parallels: From physical therapy to biz ops, the duo breaks down why foundational sales principles (like triaging leads upfront) prevent no-shows, cancellations, and burnout.Tune in for actionable strategies to tighten your sales process, eliminate wishy-washy prospects, and drive meaningful conversions—without manipulation. And stay tuned for Part 3, where Jerry and Eddie role-play these tactics live! If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Join The Elevate Insider for full episodes: https://www.opulentbeautypro.com/offers/mfWaCmoz/checkout The Salon Owner Blueprint & My Salon Owner Community: https://www.opulentbeautypro.com/blueprint 1 On 1 Coaching: https://www.opulentbeautypro.com/coaching Hands-On & Virtual Extension Education: https://www.opulentbeautypro.com/extensions Social Media Support: https://www.opulentbeautypro.com/socialmedia Free Education: https://www.opulentbeautypro.com/free Socials: Business Instagram: https://www.instagram.com/opulentbeautypro/Personal Instagram: https://www.instagram.com/patricia_nowakowski_obs/#YouTube: https://www.youtube.com/@opulentbeautypro/featured I don't care how many times I have to say this... You need a front desk. A front desk/support staff's job is not to sit around, answer phones, and fold towels. They should be in a sales role, going above and beyond for clients, and making sure nothing slips through the cracks. I share all the details in this week's episode!

You can have the best marketing strategy in the world, but if your phone skills are lacking, patients will walk. In this episode, Dana and Sandy get real about what happens when dental teams unknowingly drive callers away with poor phone habits, disconnection, or defaulting to “no.” They walk through mystery shopper call examples, red-flag language to avoid, and the mindset shift every front desk team member needs to convert, not repel, new patients. This one's packed with real talk, laugh-out-loud stories, and practical ways to be the cheerleader your practice needs. You'll learn how to: ✅ Build rapport in the first 7 seconds of a call ✅ Ask the right questions during discovery ✅ Avoid “no” language and still set boundaries ✅ Take control of the appointment conversation ✅ End calls in a way that reduces broken appointments

In this episode of What's Best For The Patient Is Best For Business, host Jerry Durham sits down with Eddie Ernst, a former PTA turned high-ticket sales expert, for the first installment of a three-part series on sales in healthcare and beyond. Eddie shares his journey from clinical burnout to learning the art of inbound sales, offering valuable insights for clinic owners, front desk teams, and anyone looking to improve their sales process.Key Takeaways:• The Power of Inbound Leads: Eddie and Jerry discuss why inbound leads—people who raise their hand for help—are the gold standard for sales and how to maximize these opportunities.• Bridging (and Building) the Gap: Learn why simply selling the destination isn't enough—you must paint a clear picture of the journey, making the gap between where the prospect is and where they want to be undeniable.• Emotion Over Logic: Discover how to dig deeper than surface-level answers to uncover the real motivations behind a prospect's needs, tying their pain points to emotional outcomes.• Why Expertise Matters: Eddie breaks down how to position yourself as the expert they need—not just another commodity—by guiding prospects to their own conclusions.• The Cost of Overselling: Jerry and Eddie highlight the dangers of talking too much on sales calls and how it can derail even the most promising leads.Whether you're in healthcare, fitness, or any service-based industry, this episode is packed with actionable strategies to transform your sales approach—without feeling sleazy. Tune in for Part 1 of this eye-opening series and stay tuned for the next episode, where Jerry and Eddie dive into a live role-play to put these principles into practice! If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

We're diving into a topic that separates struggling practices from high-performing ones—your front desk metrics. Dana and Sandy break down the most important KPIs your admin team should be tracking daily, weekly, and monthly. Spoiler alert: if you're not measuring it, you can't manage it! Whether you're brand new to tracking stats or need a refresh to re-energize your team, this episode gives you simple, actionable ways to bring structure and accountability to your schedule, collections, and patient flow. You'll learn how to: ✅ Track leading and lagging indicators ✅ Set realistic goals that don't overwhelm your team ✅ Empower employees to “own” their numbers ✅ Reduce cancellations and no-shows ✅ Create a consistent system for growth—without expensive software

In this powerful episode of What's Best For The Patient Is Best For Business, host Jerry Durham sits down with Dr. Rebeca Segraves, DPT, co-founder of Enhanced Recovery After Delivery, to discuss the untapped potential in women's health and how shifting the model of care can create a massive impact.Dr. Segraves shares her journey from working in oncology and post-surgical rehab to revolutionizing maternal health by advocating for early intervention physical therapy after C-sections and other pelvic surgeries. She breaks down how her work has not only improved patient outcomes but also saved hospitals hundreds of thousands of dollars, proving that patient-centered care is also financially sustainable. The conversation dives into:• The $1 trillion opportunity gap in women's health — and why the current system fails to address it.• How orthopedic and sports medicine models can (and should) be applied to women's health — including prehab, early intervention, and lifelong care.• The power of storytelling and media — why documenting patient experiences and provider success is a key in changing healthcare.• Why "pro bono" care isn't always the answer — and how to create equitable systems that respect both patients and practitioners.• The importance of personal transformation — Dr. Seagraves reveals how she turned rejection from her own mentors into a tipping point for systemic change.Tune in for an inspiring discussion on breaking barriers, redefining value in healthcare, and why the future of physical therapy demands bold, patient-first thinking.Listen now and rethink what's possible in your practice. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Holly from our Front Desk weighs inSee omnystudio.com/listener for privacy information.

In this episode of What's Best For The Patient Is Best For Business, Jerry sits down with Angela Diaz, DPT, Vice President of Market Development for TailorCare, to explore the future of physical therapy in a value-based healthcare system. With decades of experience as a clinician, practice owner, and healthcare executive, Angela shares her insights on why PTs must lead—or risk being left behind—in the shift toward patient-centered, outcomes-driven care.Key Takeaways:-  Value-Based Care Is Here – Physical therapists must transition from fee-for-service models to payment structures that reward high-quality outcomes, cost efficiency, and patient satisfaction.-  Data Is Non-Negotiable – PTs need to track pain, functional outcomes, and patient satisfaction to prove their value. Angela emphasizes: "If you can't measure it, you can't improve it—or get paid for it."-  The Power of Shared Decision-Making – Angela shares a case study of a knee pain patient who avoided surgery through tailored PT and lifestyle changes—highlighting how aligning care with patient goals improves outcomes and reduces costs.-  PTs as First-Line Providers – In TailorCare's model, PTs triage musculoskeletal cases, collaborating with PCPs, orthopedists, and behavioral health to streamline care and prevent unnecessary procedures.-  Future-Proof Your Practice – Angela outlines four trends reshaping PT: hybrid care (telehealth + in-person), integrated care teams, AI/wearables for outcomes tracking, and patient choice driving reimbursement.-  "Step Up or Get Left Behind" – Angela's rallying cry: PTs have a unique role in prevention, recovery, and wellness—but must advocate for their place at the table in policy and payment reform.Whether you're a clinician, practice owner, or healthcare leader, this episode is a masterclass in positioning physical therapy as the cornerstone of value-based MSK care. Tune in and rethink what's possible for your practice and your patients. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Does the Front Desk truly... know best? See omnystudio.com/listener for privacy information.

Is it weird he's having to search their home each night for his wife? See omnystudio.com/listener for privacy information.

In this episode of What's Best For The Patient Is Best For Business, host Jerry sits down with Dr. Lizzie Bellinger, DPT and Founder of Alliance Physical Therapy, to explore her inspiring journey from clinician to entrepreneur.Two years into running her thriving practice in Baltimore, Maryland, Dr. Bellinger shares how personal loss and a deep commitment to inclusive care led her to create a clinic specifically serving the LGBTQIA+ community. From selecting the right EMR to designing an affirming patient experience, she reveals how clarity of mission shaped every decision—and ultimately fueled her rapid success.Key Takeaways:- Why niche focus drives growth – How identifying an underserved community led to strong demand and a 93% first-visit arrival rate.- Building a culture-first practice – The intentional choices behind everything from intake forms to front-desk interactions.- Productivity vs. arrivals – Why Dr. Bellinger ditched traditional "productivity" metrics in favor of measuring real patient engagement.- The power of waitlists (and when they're a red flag) – How staffing and systems impact access to care.- Lessons from early stumbles – Medicare site visits, construction delays, and the moment she refused to accept her clinic keys.Whether you're a practice owner or simply passionate about patient-centered care, this episode is a masterclass in aligning business strategy with values. Tune in for an authentic conversation about resilience, representation, and redefining success in healthcare. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

In this episode of What's Best For The Patient Is Best For Business, Jerry sits down with Dr. Dionne Middlebrooks, DPT and Founder of Reign Physical Therapy & Wellness, a mobile-based practice in Stockbridge, GA. Dr. Middlebrooks shares her inspiring journey from burnout in a traditional clinic setting to building a thriving business that prioritizes patient-centered care, flexibility, and community impact.Key Takeaways:- From Burnout to Empowerment: Dionne opens up about leaving a high-volume clinic where she saw 30+ patients a day, struggling to balance work and family life. Her decision to start a mobile practice allowed her to reclaim her time, provide better care, and be more present for her family—all while homeschooling her three children!- The Power of Time Blocking: Learn how Dionne manages her busy schedule as a mom, wife, and business owner by meticulously time-blocking her days—a strategy that ensures productivity and prevents overwhelm.- Mobile PT & Meeting Patients Where They Are: Dionne's mobile practice eliminates barriers for busy patients, offering personalized care in the comfort of their homes. She discusses why this model fosters deeper trust and compliance compared to traditional clinic settings.- Collaborative Care & Women's Health: Reign PT goes beyond physical therapy, partnering with nutritionists, mental health specialists, and other providers to address root causes of health issues—especially in underserved areas like women's health.- Redefining “Discharge”: Dionne challenges the notion of discharging patients, emphasizing lifelong relationships and “tune-ups” to maintain optimal health over time.- Advice for Clinicians & Entrepreneurs: Dionne shares hard-won lessons on growth, staying true to your mission, and the importance of saying “I don't know” to build trust and foster collaboration.Whether you're a healthcare provider, entrepreneur, or someone navigating work-life balance, this episode is packed with actionable insights on building a purpose-driven business that serves both patients and your personal well-being. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Holly from our Front Desk tackles love probsSee omnystudio.com/listener for privacy information.

In this episode of “What's Best For The Patient Is Best For Business”, Jerry Durham sits down with John Delucchi, DPT, CEO & Co-founder of COACH!, to discuss how his innovative company is transforming musculoskeletal care by bridging the gap between rehab and long-term fitness.John shares insights into COACH!, an online platform connecting patients with expert-level coaches (PTs, strength coaches, chiropractors, and athletic trainers) to continue their recovery journey after formal rehab ends. He also dives into his collaboration with Brett Miller, MD, founder of the HURT! App, a musculoskeletal triage system that fast-tracks patients to the right care—saving time, money, and frustration.  Key Takeaways:- Breaking Down Silos: COACH! strengthens the continuum of care by integrating PT, fitness, and performance—ensuring patients don't fall through the cracks after discharge.  - The HURT! App: A free, nationwide triage tool connecting patients with 2,000+ orthopedic professionals to avoid unnecessary ER visits and delays in care.  - Virtual Coaching: COACH! provides scalable, on-demand programming for post-rehab patients (e.g., ACL recoveries, total knees) to bridge the gap to full activity.  - Collaboration > Competition: John emphasizes leveraging multidisciplinary expertise instead of PTs trying to "do it all"—highlighting the future of integrated healthcare.  - Access & Accountability: Both platforms prioritize “right person, right place, right time” care while holding providers to high standards through feedback loops.  Tune in to learn how these models are disrupting outdated systems—and why collaboration, not silos, is the key to better patient outcomes and business growth. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

The amazing people we talked to in the Ivoclar (https://www.ivoclar.com/en_us) Ballroom during the 40th anniversary of LMT Lab Day Chicago just keep coming and this week we have a stellar line up. First up is Eric Kukucka. Eric came on the podcast years ago to talk about his multiple denturist practices in Canada. But he has since sold them and has joined the Aspen Dental (https://www.aspendental.com/) group as their Vice President of Clinical Removable Prosthetics & Design Technologies. Eric talks about going from making dentures for hundreds of patients to working with a team to produce quality dentures for millions. Then we chat with Chelsea Homire, who has years of dental assistant experience, but when given the oppritunity to learn the in-office lab work, she took off. With a passion for printing, Chelsea is now teaching other offices (and even a few labs) how they can optimize their digital workflow. We wrap up the episode with Brittany Mitchell. You might know her becuase she designed (and made the denture) on our "Just Say No to Brushing" shirt, but she's also a talented removable technician. Brittany talks about starting in at the front desk, drawing a picture that got notices and placed in the lab, falling in love with it, and making digital dentures for a 12 doctor dental group. Don't miss this incredible webinar with Tanya Little, a dentist from beautiful Vancouver, Canada. We would like to invite you to a special webinar that she's hosting with Ivoclar (https://www.ivoclar.com/en_us) and LMT (https://lmtmag.com/) on Wednesday, May 7th, titled "Reflections from a Denturist: 20 Years of Crafting Dentures!". In this program, she will review the incredible history of removables with Ivoclar and focus on the new and exciting evolution based print resin and of course, the PM7. Her goal is to provide you with several key takeaways that will allow you to work smarter and not harder. You can join on May 7th by registering at https://lmtmag.com/webinars/reflections-from-a-denturist-20-years-of-crafting-dentures Are you a dental lab in need of more talent to improve your bottom line and keep production on schedule? Are you a dental tech with great skills but feel you're being limited at your current lab? Well, the answer is here and this is precisely why WIN WIN GO (https://www.winwingo.com/) was created. The dental lab and dental tech community needed a place where labs and technicians can meet, talk about their needs and connect in ways that foster a win win outcome. As a tech. If you're ready to make a change, thinking about moving in the next year or just curious what's out there, sign up today. It's totally free. As a lab, you might be feeling the frustration of paying the big employment site so much and getting so few tech candidates. We understand they don't much care about our industry. WINWINGO.com is simply the best place for lab techs and lab owners to actively engage in creating their ideal future. WINWINGO.com, how dental techs find paradise. Special Guests: Brittany Mitchell, Chelsea Homire, and Eric Kukucka DD.

Holly from our Front Desk help fill Amy Kaye's shoes while she's on maternity leaveSee omnystudio.com/listener for privacy information.

Holly from our Front Desk tackles Playhouse Fam probsSee omnystudio.com/listener for privacy information.

In this insightful episode of What's Best For The Patient Is Best For Business, Jerry sits down with Dr. Mark Kargela, DPT—a seasoned physical therapist, educator, and thought leader in patient-centered care. Mark shares his transformative journey from a manual therapy-focused clinician to embracing a biopsychosocial approach that prioritizes the whole patient—not just their symptoms.Jerry and Mark dive deep into the critical connection between clinical expertise and front-desk operations, exploring how seamless communication and intentional processes can elevate patient outcomes while reducing provider burnout. They discuss the power of active listening, setting realistic expectations, and leveraging teamwork to create a frictionless patient experience.Key Takeaways:- The Shift from Fixing to Understanding – Mark reflects on his transition from a "fix-it" mindset to embracing pain science and the biopsychosocial model, emphasizing the importance of addressing patients' emotional, social, and environmental factors.- The Front Desk's Role in Patient Success – Discover why the front desk is the linchpin of a thriving practice—setting the tone, gathering crucial patient insights, and ensuring providers walk into each session prepared.- Listening Over Treating – Learn why spending more time on the subjective exam leads to better clinical outcomes than rushing into interventions.- Team-Based Care for Better Outcomes – How breaking down silos between clinicians and administrative staff fosters trust, reduces no-shows, and improves patient retention.- The Power of Sales in Healthcare – Why PTs should embrace ethical sales tactics to better communicate their value and align patient expectations from the first interaction.Tune in for a dynamic conversation filled with actionable insights on creating a clinic culture where what's best for the patient truly drives business success. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

5 years!!!See omnystudio.com/listener for privacy information.

Holly from our Front Desk tackles as ... weird one. See omnystudio.com/listener for privacy information.

In this episode of What's Best For The Patient Is Best For Business, Jerry chats with Elliot Cleveland, DPT, founder of Marching Health and co-founder of The Movement Doctors. Elliot shares his journey from PT school to building two thriving businesses with a focus on high patient arrival rates.Key Takeaways:- Value First, Always – Elliot reveals how leading with value—not price or insurance—ensures patients show up, stay engaged, and get results.- The Power of Process Over Product – Learn why successful sales and patient retention come from a repeatable system, not just clinical expertise.- Speak Your Patient's Language – Discover how shifting your messaging to resonate with your ideal patient (or band director!) builds trust and drives conversions.- Why Arrival > Scheduling – Elliot breaks down how his clinics achieve 100% arrival rates (even during holiday weeks) by setting clear expectations upfront.- The 80/20 Rule in Practice – Find out how focusing on the right 20% of efforts (and patients) can maximize revenue and minimize headaches.Whether you're a PT, business owner, or just love a good underdog story (Elliot was bottom of his PT class but now runs multiple successful ventures), this episode is packed with actionable insights.Listen now and rethink how you attract, convert, and retain patients—because what's best for them is best for your business. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

Hiring a great admin is just the first step—how you onboard them is what really matters.The first few weeks are critical in making sure your new front desk hire becomes a high-performing, confident part of your team. If you don't set them up for success, you'll find yourself micromanaging, frustrated, or even worse—back at square one looking for someone new.In this final part of our Front Desk Series, we break down how to train your new admin in a way that's efficient, clear, and sets them up for long-term success.Here's how we do it:

Holly from our Front Desk tackles what normaly would have been in our "Love Doctor" stack of letters!See omnystudio.com/listener for privacy information.

When you are one Love Doctor short... See omnystudio.com/listener for privacy information.

In Episode 115 of What's Best For The Patient Is Best For Business, Jerry sits down with Keith Campagna, Chief Growth Officer at Accounted4, a company dedicated to helping healthcare practice owners gain financial clarity and confidence through data-driven insights.Many private practice owners struggle with making proactive financial decisions, often relying on outdated, rearview-mirror accounting that focuses solely on past performance and taxes. Keith explains how Accounted4 shifts this mindset by providing real-time cash flow analysis, forward-looking projections, and strategic financial guidance—essentially acting as a GPS for your business finances rather than a rearview mirror.Key Takeaways:- Financial clarity = Mental clarity – Understanding your numbers reduces stress and empowers better decision-making.- Stop "managing by the checkbook" – Learn how to use financial data to lead your business, not just react to it.- Recruitment & culture benefit from financial transparency – Attract top talent by showcasing clear growth pathways tied to measurable results.- Current-state assessment is critical – Before planning for the future, you need to know where your practice stands today.- Numbers drive culture, strategy, and scalability – Whether it's tax planning, owner compensation, or expansion, data should guide your path forward.If you're ready to turn your financial data into a strategic asset, visit accounted4llc.com to schedule a free QuickBooks assessment and start steering your practice toward success. If you'd like to learn more about Strata EMR & RCM and achieving a 99.99% reimbursement rate for your PT, OT, or SLP Clinic head over to stratapt.com and book a demo with their team!

PJ chats to Deirdre Lovett who lives with Downs and works at The Kingsley Hotel front desk to celebrate World Down Syndrome Day. Megan O'Halloran from Field Of Dreams has a chat with PJ later in the show. Hosted on Acast. See acast.com/privacy for more information.

Hiring a front desk admin? You don't have time to waste.One of the biggest challenges in hiring an admin is sorting through a flood of applications and avoiding interviews with people who aren't actually qualified or interested (just looking for a paycheck!).In this episode (Part 2 of our Front Desk Series), we walk through the exact 5-step hiring process we use at PelvicSanity to find the best admin—without spending hours on bad interviews.Here's how it works:

Are you holding your business back by NOT hiring an admin?We were way too late in hiring a front desk team at PelvicSanity, and it's one of the biggest mistakes we see practice owners make.If you're unsure whether you need an admin, ask yourself:

The front desk team is essential to the success of any salon company. And yet customer service and retention are pain points for many salon companies. "No one should feel like they're 'just' a front desk person," says Summit salon coach and front desk trainer Rose Coitrone. And if trained, respected and incentivized appropriately, the front desk can be a sales powerhouse.  In this conversation, Rose and Blake get into:Why a front desk staff person should be able to "play a stylist" Creating a bond between the front desk and stylists, and the front desk and guestsSales scripts that come across as authentic offerings Research-based incentives that boost retention including yearly pay raises and time off Expanding jobs of front desk staff with roles like social media and hospitalityLearn more about Rose and book a 30 minute discovery call. Follow her on IG @rosecoitrone.Email her at rcoitrone@summitsalon.com.   Follow Summit Salon Business Center on Instagram @SummitSalon, and on TikTok at SummitSalon. SUMM IT UP is now on YouTube! Watch extended cuts of our interviews at www.youtube.com/@summitunlockedFind host Blake Reed Evans on Instagram @BlakeReedEvans and on TikTok at blakereedevans. His DM's are always open! You can email Blake at bevans@summitsalon.com. Visit us at SummitSalon.com to connect with others in the industry.

Front Desk Chaos to Clarity Episode Description: In this episode of The Dental Drill Bits Podcast, Sandy and Dana tackle one of the biggest front desk challenges in dental practices—how to maintain consistency and organization when multiple team members rotate through the same position.

LaShawnda Hall's salon journey began in an unconventional way. As a retail manager in a chain clothing store, she befriended a customer -- a hair stylist from across the mall. She became a regular guest of that stylist, Summit's own Jen Culverhouse. Years later, when Jen opened her own salon company, Jen invited LaShawnda to manage a boutique. Fast forward to today, and LaShawnda has become the owner of that salon - Urban Eve in Pearland, Texas. A go-getter and multi-tasker extraordinaire,  LaShawnda is an inspiration to anyone dreaming about owning a salon.  Looking to level up your boutique, or add one to your salon company? Listen to our previous episode, Boutique experience with LaShawnda Hall. We also have a very fun episode with LaShawnda's former employer and founder of Urban Eve Salon, Jen Culverhouse, where you can get to know your enneagram type .Find LaShawnda on Instagram @lashawndahall_ssbcLearn more about LaShawnda and schedule a 30 minute discovery call for front desk or boutique coaching services.  Follow Summit Salon Business Center on Instagram @SummitSalon, and on TikTok at SummitSalon. SUMM IT UP is now on YouTube! Watch extended cuts of our interviews at www.youtube.com/@summitunlockedFind host Blake Reed Evans on Instagram @BlakeReedEvans and on TikTok at blakereedevans. His DM's are always open! You can email Blake at bevans@summitsalon.com. Visit us at SummitSalon.com to connect with others in the industry.

*** When a hotel guest pulls the fire alarm because hethinks he's having a heart attack... Join this channel to get access to perks:https://www.youtube.com/channel/UCsMrZL3rIFUszR0EVopZ8Pw/join If you like handmade grooming products then click here!https://www.unclejonssoap.com/ Today's stories are from the subredditr/talesfromthefrontdesk#talesfromthefrontdesk #unclereddit #funnyredditstories Welcome to r slash talesfromthefrontdesk! Where we get tohave a little chuckle at the technically (technologically) disadvantaged! (likeme!) Today, I went digging into some really goodr/talesfromthefrontdeskstories. Enjoy! We narrate Funny (or at least ironic) Reddit Stories aboutTales From Tech Support as well as other funny Reddit topics! Be sure to scrolldown to check out some of our other playlists! **

‍Did you know that up to 40% of calls could be going unanswered even during working hours in your practice?In this Monday Morning Episode, I chat with Miles Beckett from Flossy, whose challenging the status quo with an audacious question—should you fire your staff to make way for cutting-edge AI technology? We explore the persistent staffing hurdles in dental offices and unveil how AI can redefine efficiency and service quality. Miles introduces us to Flossy's AI receptionist, Fiona, who skillfully handles appointment scheduling and patient inquiries while significantly reducing no-show rates. This conversation promises a riveting insight into the practical and financial advantages of incorporating AI into dental practices.We examine how incorporating AI like Fiona not only economizes but also enriches team dynamics, fostering a more cohesive and productive work environment. With Miles' expert insights, we tackle the looming question all dental entrepreneurs grapple with: How can AI propel my practice forward while maintaining high standards of human interaction? As we explore the potential future developments in AI, Miles provides a visionary roadmap that could very well be the blueprint for modernizing your practice. Get ready to rethink your staffing strategy, elevate your service offerings, and embrace the future of dentistry with open arms.What You'll Learn in This Episode:The rationale behind considering AI technology in dental staffing.Challenges faced by dental practices regarding staffing and scheduling.Insights into Fiona, Flossy's AI receptionist, and her functionalities.Strategies for integrating AI to enhance team dynamics.Potential future developments of AI in dental operations.Tune in now to discover how AI could augment your dental practice operations!‍‍You can reach out to Miles Beckett here:Website: Flossy.comTwitter/X: x.com/mbeckett‍Other Mentions and Links:‍AI Tools:ChatGPTGeminiDeepSeek‍Education:Board Exam‍If you want your questions answered on Monday Morning Episodes, ask me on these platforms:My Newsletter: https://thedentalmarketer.lpages.co/newsletter/The Dental Marketer Society Facebook Group: https://www.facebook.com/groups/2031814726927041‍Episode Transcript (Auto-Generated - Please Excuse Errors)‍Michael: Hey Miles, so talk to us. What's one piece of advice you can give us this Monday morning? Miles: Thanks for having me, Michael. My piece of advice that's controversial is fire your staff. Michael: Interesting. Fire your staff. Why so? Miles: I'm obviously being a little bit facetious, but I think you should raise your bar.I know that one of the biggest issues in dental right now is staffing challenges, both finding good staff, retaining staff, dealing with churn. And you know, it's oftentimes a rotating door at dental practices. And the way we think about things at Flossie is that we can help bring AI workers to help you out.And those AI workers really make you reassess How good is this person doing? Do I really need them on this task? Maybe I can have them do something else instead. Michael: So then what was the specific problem that you saw in practices that inspired you to create? I guess or the suite of it, right? Like Fiona and how does AI solve challenges that traditional front desk systems can't?Miles: the new technology around generative AI, which is really the most recent type of AI that we're seeing out there. We've had things like machine vision and learn machine learning and stuff for a while now. It's created voice technology that allows you to build these agents that really sound like you're talking to a human.So I would say over the last year the technology has improved dramatically such that a year ago we were looking at some of this stuff and it didn't really work. But within the last six months or so, all of a sudden, you could really build these agents that you could talk to that sound like you're talking to a human.So we were kind of playing around with this technology. We had already built out a dental discount network that was kind of our core business before. so we were looking at it for some of our own uses. And we sort of had this aha moment where so many of the dentists that we work with were complaining again about this rotating door, particularly with the front desk.And we were like, wow, actually, we could build a receptionist that would sound and function basically like a human. And so that was the first pain point that we really wanted to solve. And it's kind of shocking the amount of calls that go unanswered. not just nights and weekends where typically people are just getting a voicemail that kind of just goes nowhere.But also during the day, about 30 to 40 percent of the calls coming into a dental practice during the day actually go unanswered. Michael: Really interesting, yeah. That's a good, stat right there. Now when it comes to that, did you kind of see, okay, hey, these calls that are being unanswered, the nights and weekends and everything, it can kind of cover all this?Or was there hiccups, problems with that? I mean, I would assume there's like a ton of questions that AI has to be prepared for, right? That a human can do, but I mean, how did you kind of overcome that? Miles: it already works for nights, weekends, overflow. We have practices that, are starting to use it to fully replace the voice reception duties and to be able to have that staff focus on people that are actually in office.And oftentimes front desk workers aren't just answering the phones. They're usually doing a ton of other things. So, I mean, the short answer is that there's an approach in AI development called rag, which basically allows you to marry, Specific proprietary technology databases to the LLMs that are already out there.So things like chat, GPT or Gemini, for this new model that China released deep seek, these are all generic models. And then there's other. Companies that have built specifically models that generate voice for the conversational aspect of the call. But obviously they don't know anything about dentistry.They don't know anything about your specific practice. and they certainly don't know anything about scheduling or scheduling software. So a lot of what we've built is leveraging those generic LLMs. And then adding in dental specific knowledge that comes from, hundreds of thousands of data points that we have from patient visits and patient interactions with dentists over the years.And then also with the practice, ingesting their data to fine tune it even further to their practice. Both in terms of taking, like all their call log data and actually use that as part of the training for the model, and then also basically taking their rules around scheduling and their rules and information about the practice when they're open, when they're not, when the dentist is there.And all of that is loaded into a database that is available to the AI in real time as a person is talking to Michael: them. Have you seen any. Like hesitation on this as far as people taking it on were you kind of hesitant a little bit as far as taking it on And then like it, blew your mind out of the water kind of a thing Miles: Yeah, I think definitely there's a lot of interest.So, you know, we immediately had people signing up for the product right off the bat. However, in the initial conversation, for sure, there's a lot of skepticism. Part of that is because the technology is so new that if I were to tell you what I'm telling you now, that There's an AI you can talk to, and it knows everything about your dental practice and can book you.Sounds a little bit science fiction. And then second, there are, you know, a lot of people broadly in the industry saying, Ah, we have an AI receptionist for this vertical or that vertical, for dentists, for doctors, for plumbers, blah, blah, blah. And frankly, a lot of that technology is not very good, so if people have had some prior experience, they've maybe had sort of a negative experience.And the big reason for that, again, is that if you just sort of slap together a receptionist on top of a generic model, it's not going to work very well. You have to train it on the data brought for that industry. And even specific, like, the model that we have for a pediatric practice is different than the one for an orthodontics practice, as an example.And then again, Providing other data, that is specific to that practice itself. So there's some like initial skepticism, but once they hear it, once they interact with it, once they talk to other customers that have been using it, they're like, Oh, wow, this is pretty awesome. And then once they actually get it live, you know, they're pretty blown away.Michael: Yeah. So patients now expect, and you've seen this I'm sure, 24 7 communication, right? Right. Whether it's like, but on their time. Like, hey, I need it now, emergencies, whatever. So then, how does Fiona personalize patient interactions to improve that satisfaction of patients? And also, how does it help reduce no shows, or does it do that?Miles: Yeah, no, for sure. Yeah. So I mean, there's kind of a few ways that she works. So, most calls coming into a dental practice are for scheduling. majority of the calls are about I need to schedule an appointment. So the primary use case for Fiona, In general, but then really specifically for after hours and overflow is There's a huge amount of call volume that dental practices are getting that literally goes unanswered and goes to voicemail. And what is that person doing? They're calling the next dental practice. That's what we all do. You don't get an answer. You go to the next one. You go to the next one. And so it's giving these dentists an opportunity to actually capture that patient and book them for appointment.Yeah. And she can perfectly book appointments for new patients, answer questions about the practice. Again, it's, uncanny. The second is, as you're saying, no shows. So, people call in a lot and say they're running late or saying they need to reschedule or whatever. typically, that, happens during the day.It also happens, interestingly, a lot before the practice opens in the morning. So, practices will often see a lot of morning no shows and it's because they didn't, hear from the patient. So, She's also capturing those and rescheduling the patient, and so when the doctor gets in, their calendar is actually correct.So I would say those are kind of two of the main use cases. And then there's a lot of question answering, right? So there's, in a pediatric setting, there's, know, how's the first visit going to be? Is it going to be painful? What's it going to be like for my child? They've never been before.If it's a person that has like an immediate issue, can you get me in today? What is your schedule look like? What's the procedure going to be like? I've never had a root canal before. And she can answer all that. So she's actually trained on again a massive clinical data set as well.In fact, she technically passed the board exam. so she's very knowledgeable about dental information as well. Michael: Wow, that's incredible, man. So then I can see how this improves the call, right? It also, I'm assuming saves the practice owner, the business, a lot of money. in some many ways. So can you share a quick example of numbers that illustrate how fast practice could see the ROI?With Fiona. Miles: Yeah, I mean, the ROI with Fiona, literally, if you get one patient booking that you otherwise would not have gotten, she pays for herself that much. Okay. also to give you another example, Fiona costs about one tenth of What a human employee would cost, okay, to answer the phones.So we're talking about a massive cost savings. Above and beyond even the alternative that some practices do, which is like outsourcing to other countries. It's less expensive than that as well. So, the ROI is effectively immediate, especially given the are getting such a large percentage of calls going unanswered.Michael: Interesting, man. So is it like tiers? So, Miles: yeah, we, and again, we really think About these A. I. S. As employees as co workers. And so it basically comes down to like hours of utilization effectively. But you know, like the lowest here is basically nights and weekends and overflow coverage. The middle tier is sort of during the day in a copilot capacity.And then the highest here is just fully taking over all the calls being the first point of contact broadly. That's how we sort of think about it. Yeah. And as we think about all these agents too, I mean, the thing that's kind of cool is that you can interact with them as well. So you can actually have a one on one with Fiona, just like you would with an employee where you can provide her feedback in chat or in talking to her.And then that feedback that you give actually gets incorporated to how she functions going forward. Michael: Interesting. I like that. So then how does this, I mean, maybe you might've seen it miles. Maybe you haven't, does it improve like the team dynamics? Is it more like, Hey, this may take over your job and then the team members are iffy about it, you know what I mean?Miles: Yeah, no, I think it's been fine. I mean, we think of each of these A. I. S. as being co pilot to the workers that are there. And I think the reality is for any practice in particular that's growing or if you're buying other locations, you're constantly hiring more staff. You also, again, there's, a huge amount of churn with dental employees.So oftentimes you have people quitting and then you're hiring new people. So I think what this really lets you do is have a leaner team, not because you're firing people, but because you don't have to hire quite as many people. And for the staff that's there, they can focus on what they, you know, ultimately got into the business for, which is on patient care.You know, most of the staff in the practice are dental techs or hygienists. And oftentimes even front desk people like might even have a credential like that, and they're sort of doing double duty. And so now they can really focus on delivering patient care and also the in office interaction.So talking to the patient that's actually there at the front desk and that you know is getting a treatment, right there in the practice Michael: Yeah, I can definitely see this also a benefit for the startup practice, right? Like somebody who's on a lean budget starting up and then They just need to have someone in the front right now, kind of covering, maybe somebody last minute didn't show up for work because that happens quite a bit.They ghosted him, right? Or something like that. Yeah, right. They just show up and this, is a really good, do you feel like this can a hundred percent replaced? The front desk or more like, Hey, no, we're still going to need somebody there. Miles: I would say that within six months, 99. 9 percent of the phone calls will be able to be handled fully by Fiona.cause she's already can handle. 80 percent of the use cases right now, because again, most of the calls are scheduling related. There will be some edge cases, of course, and those edge cases will require a person, but it's going to be very few and far between. I think it'll be a question of how the practices want to use her and some may be.Just want her in an overflow capacity, regardless of her capabilities. And that's fine. And obviously there's very large DSOs that have call centers. I think we're going to see heavy adoption by them. You know, we're talking to all the major DSOs, rapidly. Yeah. And I think as we think about these other agents that we're building, we really think of it as a suite.Of AI agents for dental practices that all work together. So as a simple example, we'll be launching an insurance verification AI that will automatically verify insurance either through direct connections with insurers, or actually by calling, because sometimes you still can't get the data via their APIs or publicly available sources.And you actually need to call well, great. We have call technology where that AI can just call. The insurance company and now get the verification. And so you can imagine where a patient calls. They talked to Fiona. They're booking to give their insurance info now behind the scenes. Our insurance AI is verifying that data and providing it to the dentist.So they now have a package all ready to go for when that patient shows up. And so for each of these different ones, we're thinking about them working together. And I think in different domains, they'll be able to do, you know, more or less of the work. Some things are more complex, the one that we're thinking about for helping you run your practice, which is kind of like, Sort of a business intelligence product.But again, in the form of like an AI that's actually giving you recommendations, it's not going to be perfect and you're still going to have to run your practice, but it may actually take over the work of, you know, some of the consultants that you use and maybe you can do it a little more efficiently.Michael: Wow, man. Oh, so you guys got a lot, got a lot going on, which is great. It's exciting. So for practice owners who want to explore this further, where can they learn more about Fiona and Flossie? And do you guys offer any type of like demos or trials? Miles: Yeah. Yeah. So they can just go to flossie. com F L O S S Y.com. there's a bunch of info about Fiona on there right now. We offer demos. And we have like Sort of a trial period that we can offer people in, some cases as well. Michael: Awesome, Miles. I appreciate your time. And if anyone has further questions, you can definitely find them on the Dental Marketer Society Facebook group, or where can they reach out to you directly?Miles: I am on Twitter or X, I guess it's called. I feel like we'll always call it Twitter. Um, and my handle should be M Beckett on Twitter. Michael: And so all that's going to be in the show notes below. So definitely check it out. And Miles, thank you for being with me on this Monday morning episode.Miles: Awesome. Thanks so much, Mike. I really appreciate it.

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