What happens when a 20-year-old college student loses her banking internship to bankruptcy and ends up stringing wire through ceilings to install computers in dental offices? For Dayna Johnson, that unexpected detour in 1989 launched a 35-year journey that would revolutionize how dental practices use technology. From working with DOS-based software and paper charts to becoming a certified Dentrix trainer who has delivered 187 podcasts and transformed countless practices, Dayna has witnessed—and driven—the evolution of dental practice management. In this eye-opening episode, she reveals why 60% of patient appointments are booked after hours (and what you're missing without AI receptionists), how redundant software is quietly draining your budget and efficiency, and why that "we're booked six months out" excuse is actually a scheduling problem, not a marketing victory. If your team is still using three-ring binders for unscheduled treatment or hunting for notes in 12 different places, this conversation will change everything.

Dayna Johnson's path to becoming a dental technology expert began with an unexpected crisis. As a 20-year-old college student in Washington state pursuing marketing and business, she was six months into a paid internship at a local bank when it filed bankruptcy. Suddenly jobless with a mortgage and bills to pay, she went to work for her uncle Dave's computer company that installed computers, networks, and software into medical and dental offices. This was 1989-1990, and Dayna found herself literally building computers and stringing wire through ceilings and floors with screwdrivers. Her introduction to dentistry came through the technology side, and she quickly discovered she had a knack for it. After working at two dental practices in Washington, she encountered a practice in 1994 that felt like stepping back in time—only two computers (one in the doctor's office, one at the front desk), DOS-based software requiring colon backslash commands, and file cabinets full of paper charts.

Dayna made it her mission to upgrade that practice with modern computers and software, but the doctor resisted for nearly a decade. Finally in 2003, he agreed to upgrade and put Dayna in charge of leading the transition. They purchased Dentrix, but Dayna struggled enormously due to complete lack of training, onboarding, and resources—something that simply wasn't available at that time. Determined to master the software, she became a certified Dentrix trainer in 2005, originally just wanting to be an expert in her own office rather than planning to train others. But what transpired changed her career trajectory entirely: she started the Dentrix Office Manager blog, began speaking from stages, and trained offices on transitioning from paper charts to electronic health records. By 2014, she left the dental practice entirely to focus full-time on software onboarding, workflow optimization, live events, and speaking—a career that has now produced 187 podcasts and transformed countless practices nationwide.

The challenges Dayna sees today mirror her own early struggles but are amplified by massive industry turnover and staffing shortages. New team members—often from outside dentistry—are told to "just start doing it" with no real onboarding process, leading to persistent use of manual systems like Post-It notes everywhere, three-ring binders for patients wanting earlier appointments, and notebooks for unscheduled treatment follow-up. Practices are also bleeding money on redundant third-party software that overlaps functionality, forcing teams to log into multiple dashboards when their PMS could handle much of it. The data entry inconsistency creates legal vulnerabilities (the PMS is a healthcare record that must withstand audits and subpoenas) and breaks marketing attribution when notes are scattered across Dentrix's 12 different documentation locations. At the Greater New York Dental Meeting, Dayna witnessed AI's explosive integration into 60-70% of daily dental tasks—from insurance verification that contacts carriers and syncs benefits automatically, to AI receptionists capturing the 60%+ of appointments booked after hours, to five-star x-ray ratings that prevent claim payment failures, to transcription services that convert dictation into polished SOAP notes. Her golden nugget for office managers clinging to paper systems and manual appointment control: embrace automation and technology. And for practices claiming they're "booked six months out" so they don't need marketing—that's a scheduling problem requiring block scheduling for new patients, perio maintenance, and SRP appointments, not an excuse to stop telling the world what makes you different.