Where Patient Experience Shows Up in Your Numbers
Running a practice means wearing more hats than anyone outside it ever sees, and somewhere in there, a patient is forming an opinion of the practice at every step, from the first phone call to the walkout.
If a brand new patient walked through your practice tomorrow, where do you think the experience would break down? It can show up in case acceptance, collections, and referrals, even when nobody's connecting the two.
Plenty of people say they can help. The harder part is finding someone who understands both the patient and the practice.
That's Jessica Martin.
I'm Taylor Michels, and I've gotten to know her through the Dental Experts Network and the Healthcare Networking Collective. She's a licensed school psychologist and a dental practice co-owner, and her work covers three things: the patient experience, front office systems, and a plan for going out of network.
What that can mean for a practice: patients who feel understood, a front office that runs smoothly, and the freedom to choose its own relationship with insurance.
We sat down together where I interviewed Jessica. Watch it, or just put it on and listen when you have time on your drive home.
What you'll walk away with:
A simple way to see your practice through a new patient's eyes
Where patient experience can show up in your numbers, from case acceptance to collections to referrals
What Jessica wishes more owners knew before going out of network
Why even a fifth grade sports team has a coach, and what that means for your practice
Pull quotes
A few lines from the conversation worth sitting with:
"You don't have to dump $20,000 into marketing by simply getting people to refer to you."
"Dentistry is expensive, but what's more expensive is delaying your care."
"One thing that I help doctors understand is if they're only depositing at, let's say, 92% of their adjusted production, they're essentially working 8% of the year for free."
Talk to Jessica
If you want to talk to Jessica directly:
612-845-7520
jessica@martinmanagementllc.com
Meet Taylor
I'm Taylor Michels, founder of BIC Dental Revenue Operations, and I work with dental practice owners on the revenue side, making sure what's being produced actually makes it to the bank.
Jessica works on what the patient feels. I work on what happens to the money after the patient leaves the chair. The free 5-minute Collection Gap Audit compares your collection rate to your deposit rate and shows the dollar gap between them.
For professionals who serve dental practices
Do you work with dental practices? If you'd like a conversation like this one, here's how the Referral Partner Program works and how to apply.
