October’s podcast, a conversation with Jessica Martin of Martin Management.

Where the 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. Even if you already know Jessica's work, there may be a few things here you haven't heard before. Watch it, or just put it on and listen when you have time on your drive home.

Listen Now

Want the full conversation?

    We will send you a private link to watch on your own time.

    Here’s a Sneak Peek…

    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." - Jessica Martin

    "Dentistry is expensive, but what's more expensive is delaying your care.”
    -Jessica Martin

    "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." -Taylor Michels

    A woman with curly hair sits on a brown velvet couch, surrounded by beige and tan pillows, smiling at the camera in a cozy living room. There are three black-and-white framed artworks of trees on the wall behind her, with two gold wall lamps illuminating the space, and dark curtains on the left side.

    Hi, I’m Taylor Michels

    Founder and CEO of BIC Dental Revenue Operations.

    I've spent over 10 years inside dental insurance and billing. I've walked into practices with over $500,000+ sitting in overdue claims and aging and helped bring those numbers back under control — without the doctor having to manage the process.

    The practices I work with typically see:

    • A 15–25% reduction in Accounts Receivable within the first 90 days

    • $20,000–$75,000 in recovered revenue that was previously sitting in aging

    • 25-40+ team hours given back to patient care every week

    • A 98%+ collection rate

    I spent years watching practices lose money that was already earned. The problem was never the production. It was always the follow-through.

    So I built something different. A team that owns the process completely, operates with full transparency, and treats your revenue cycle like our own.

    We ensure your revenue supports your next move — whether that's growth, expansion, or a future sale.

    Our clients often tell us they wish they'd done this 5, 10, or even 20 years sooner.

    We'd be honored to support your practice, too.

    — Taylor

    When I’m not in the numbers, you can find me…

    → Planning the next trip to Florence or Bora Bora, always.
    → Browsing real estate markets for fun.
    → Asking "but could it be a baked potato topping?" — the answer is almost always yes.
    → Playing Diamonds on the Soles of Her Shoes on repeat.
    → Forcing my brain to take a break with a good book and a French press coffee.
    → Probably already thinking about the next big thing.

    Meet the Expert

    Jessica Martin is a licensed school psychologist and a dental practice co-owner.

    She helps private practice healthcare professionals take their businesses to the next level by increasing profitability through an enhanced patient experience.

    She creates systems and strategies to remove common barriers to care, especially patient anxiety, while streamlining operations for growth.

    Her work covers three programs: Patient Experience, Front Office Optimization, and Insurance Independence. She visits practices in person, and she's lived the insurance side herself. Her own practice is the only one in its community to go out of network.

    Before you call, here are two questions Jessica asks the owners she works with:

    • "What is one area of your business that you know could be better, but you haven't had the time, clarity, or support to actually fix?"

    • "If I followed a patient through your business from their very first interaction to their last, where do you think the experience might break down or feel inconsistent?"

    Ready to talk?

    A tablet displaying a promotional message that reads 'Take the Free 5-Minute Collection Gap Audit' with a yellow button labeled 'Start Your Audit Now'. The screen features a seal of the BIC Dental Revenue Operations with a dog illustration inside a circular design. A white stylus rests on the tablet.

     In a $1M–$2M practice, an 8–15% collection gap often equals six+ figures that never make it to the bank.

    Which could mean you’re working 15% of the year for free.

    That’s enough to fund an associate, upgrade equipment, or increase your compensation — without producing a single additional procedure.

    Enter your information below to get a link for your 5-Minute Collection Gap Audit to see exactly what your current collection gap is and how to fix it.

    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.