Ash welcomes Nathan Strum from Abby Connect to discuss the evolving role of technology, especially AI, in enhancing the patient experience at dental practices. They break down the traditional functions of the front desk, highlighting the importance of both in-person and phone interactions, and the challenges associated with each—especially the common pain point of phone overload.

They also discuss why separating in-person tasks from phone duties leads to better service and a less stressful work environment for dental staff. They also talk about the role of AI-powered and virtual receptionists, including their capabilities, advantages, and their current limitations when handling patient interactions and urgent calls. Compliance and HIPAA considerations for practices using these technologies are also discussed. It’s clear that, rather than replacing human roles, AI is best used as a support tool to improve efficiency, help staff retention, and keep up with patient expectations in a competitive dental landscape. Nathan offers practical advice for practice owners and team members on vetting virtual receptionist services and stresses the importance of ongoing training and adaptability in adopting new technologies.

To connect with and learn more about Nathan, visit: https://www.abby.com/

Key Topics Discussed:

1. Dividing front desk and phone responsibilities for better patient experience
2. How slow or missed phone responses can lose new patient leads
3. The role of AI and virtual receptionists in dental practices
4. Handling urgent and emergency patient calls with AI and human backup
5. Impact of phone tasks on front desk stress and staff turnover
6. Cost, training, and staff retention benefits of using virtual receptionists
7. Ensuring HIPAA compliance with third-party phone services
8. How to evaluate and choose a virtual receptionist provider
9. The importance of ongoing staff training in new technologies

In this episode of Beyond Bitewings, Ash sits down with Mark Brodson, Managing Broker at Resource Commercial Advisors, to discuss current design and real estate trends for dental practices. Mark shares insights on how dental office design now focuses more on patient comfort and the overall experience, moving away from the traditional, clinical atmosphere to environments that feel more like spas or lounges. He gives a detailed look at space planning, explaining typical square footage requirements for modern practices and the growing interest among dentists in expanding services to include aesthetic treatments like Botox.

The conversation also explores key considerations for dentists deciding between leasing or buying their office space. Mark Brodson explains the importance of lease clauses, including rights of first refusal and demolition or relocation clauses, and the value of working with a professional broker throughout the process. The episode wraps up with a discussion on suburban versus urban demand for dental spaces post-COVID and the significant impact that updated office design can have on the value and marketability of a dental practice.

To find out more and connect with Mark, visit: https://www.resourcecommercial.net/mark-brodson/

Key Topics Discussed:

• Design trends in dental office spaces

• Patient experience and comfort in dental practices

• Typical dental office sizes and efficient use of space

• Leasing vs. buying dental practice real estate

• Important lease clauses to consider (right of first refusal, demolition/relocation)

• Tenant improvement allowances and lease renewal strategies

• Factors that influence the value of a dental practice

• The shift from urban to suburban dental practice locations

• The role of professional brokers in real estate decisions

In this episode of Beyond Bitewings, we're bringing back some of our favorite advice from our episodes that discussed selling a dental practice to a Dental Support Organization (DSO), highlighting the significant differences between selling to a DSO and an independent buyer. The conversation covers how DSOs value practices using EBITDA (Earnings Before Interest, Taxes, Depreciation, and Amortization), and why this can result in higher sale prices compared to traditional methods that use a percentage of collections. We also explain the importance of understanding value from the DSO and private equity perspective and warns practice owners about the risks of responding to unsolicited offers without proper representation.

The episode addresses key concerns for dentists, such as what to expect after the sale, how contracts are structured, and why it’s essential to shop around for multiple offers before committing. They discuss the impact of EBITDA calculations on a practice’s valuation, the role of lease agreements when the seller owns their building, and strategies to maximize the value of the transaction.

Key Topics Discussed:

1. How DSOs value dental practices using EBITDA
2. Differences between DSO and independent sales
3. The structure of post-sale contracts and earn-outs
4. Pitfalls of responding to unsolicited DSO offers
5. The importance of getting multiple offers and proper representation
6. EBITDA calculations and their effect on practice valuation
7. Lease agreements when the seller owns the building
8. Advice for maximizing practice sale value
9. The changing dental industry landscape with the growth of DSOs