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P r e s e n t e d b y K a r i n a S a n t o s

H e n r y S c h e i n O n e S t r a t e g i c C u s t o m e r S u c c e s s M a n a g e r

The Rewards and Risks of Centralization: Are You Ready for the Challenge?

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Speaker Disclosure

Karina Santos is an employee of Henry Schein One.

Presented ByKarina I. Santos –

HSOne Strategic Customer Success Manager (Since 2017) – Karina currently works with Henry Schein One assisting National Dental Support Organizations and Multi-Location Group Practices to be successful on all of our Dentrix solutions.

Former Practice Management Consultant (Since 1997) – Karinaspecialized in creating and implementing efficient workflow systems for private dental practices, group practices (DSO), FQHC community health centers, academic hospitals, dental & hygiene schools in a “chart-less” environment.

Former National Certified Dentrix Core and Dentrix Enterprise Trainer (Since 1997) - Karina has over 25 years of experience working in the healthcare industry both dental and medical in a leadership capacity designing standards and protocols and training staff.

Founder of “Revitalizing Your Practice” management workshop series – Karina developed hands-on workshops where practice managers and dental providers can learn, design and implement efficient business systems that increase productivity, build teams, and increase the practice’s bottom line. Karina holds a bachelors degree in Psychology from U.C.L.A.

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Course ObjectivesT h e R e w a r d s & R i s k s o f C e n t r a l i z a t i o n

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Why have you chosen to attend this class about Centralization?

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Download complimentary eBooks that speak about Centralization & Growtho “The 6 Stages of Growth: From Solo Practice to Dental Service

Organization (DSO)” by Vincent Cardillo, MBA

www.dentrixmultisite.com

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Which Stage of Growth are you in?

Begin Centralization of Data(2-3 Locations)

Centralization of Practice Functions(4-9 Locations)

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• Tips on what National DSOs wish they would’ve done when they began growing their organizations & centralizing their systems.

• Which practice functions are candidates for Centralization

• How to determine if your practice management software can support Centralization

• Why Workflow Analysis is essential

• How to create Standard Operational Protocols (SOPs) and define job roles to support centralized processes.

In this course you will learn:

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What is your company’s vision?

“Begin with the end in mind.”

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Centralize Data?

A MUST HAVE whether you centralize practice functions or not! Used to measure progress and recognize areas of improvement.

Centralize Operations? Depends on which practice function aligns

with your vision and core values?

Human Resources Support

IT Support

Central Billing Office

Central Call Center Support

Central Marketing Support

Accounting & Procurement

Centralize or Decentralize?

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Which model is your organization in regards to Centralization and access to data?

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Who is on a Centralized Support Functions but Distributed Database?

•Local – LDSO• 5-19 locations

•Regional – RDSO• 20-99 locations

•National – NDSO• 100+ locations

Which Practice Functions are Candidates for Centralization?

T h e R e w a r d s & R i s k s o f C e n t r a l i z a t i o n

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Consolidated Real Time Data/ Reports

Ability to have 1 Patient Chart for all locations

Ability to Standardize Operations –Business & Clinical

Specialized Employees – Help Desk, Billing, Call Center, Marketing

Centralized Advantages: Distributed Advantages:

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Centralized / Distributed Data Advantages:

Ability to maintain independent brands or offices for co-opetition within one organization.

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Data Collection/ Dashboards/ Reports

Dentrix Software Setup & Maintenance

Patient/ Insurance Billing Services

Appointment Scheduling – NP & Recare

Marketing Campaigns – Patient Surveys, Reputation Management

Website/ Patient Portal Support & Maintenance

Centralized Practice Functions:

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How to Determine if your Practice Management Software can Support Centralization

T h e R e w a r d s & R i s k s o f C e n t r a l i z a t i o n

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Which Dentrix Software are you currently using?

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“Help Eliminate Barriers to Growth With a Single Database for your Entire Organization”

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Both have the ability to setup your Organization from a Central Location:

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Both have access to your Aggregated Data/ Reports for all of your locations:

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Both have the ability to have 1 Patient Chart:

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Dentrix Enterprise (Suspended Credits) Dentrix Ascend (Unapplied Credits)

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Both have “Line Item Accounting” (LIA) Capabilities:

Line Item Accounting capabilities are necessary in order to track proper production and collection metrics.

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Dentrix G7 does not have LIA:(No ability to Suspend Credits.)

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Contact your HSOne Area Sales Manager for a Consultation:

Comprehensive Technical Business Analysis/ Consultation

Lead product evaluation

Assess, map, critical workflows to appropriate platforms

Fully scope and quantify budgets for migration projects

Prepare organization for transition into implementation

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Why a Workflow Analysis is Essential to Get Started

T h e R e w a r d s & R i s k s o f C e n t r a l i z a t i o n

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“Training is an investment, not an expense.”

Who thinks Training is important for Centralization?

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What is a Workflow Analysis (WFA)?

Patient Visit Lifecycle

Database Design

Patient Records

Management

Revenue Cycle

Management

Clinical Records

Management

Schedule Optimization

Practice Analysis and

Reporting

• 2 part process: Data Collection & Presentation of Findings• Onsite observations & Data collection• Interview Staff, Management and Key Decision Makers • Gap Analysis of workflow and use of Dentrix to meet your business needs

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• Review challenges and/or potential identified with your current workflows.

• Present recommendations for optimal workflows supported by Dentrix.

• Review change management specific to your team’s upcoming technology changes and new workflows.

• Discuss training plans strategically aligned with your objectives or desired outcomes.

Workflow Analysis- Presentation

Get to know your HSOne Customer Success Manager:

Primary Point of Contact (Post Live)

Solutions Consultant

Consistent, scheduled, recurring engagements with your organization

Business Assessments

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How to Create Standard Operational Protocols and Improve Compliance across Locations

T h e R e w a r d s & R i s k s o f C e n t r a l i z a t i o n

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What is SOP?

A document which describes the operation of

a certain work or job in order to ensure equality.

A set of compulsory instructions, systems,

procedures or steps which is written so that the other

individual can follow to complete the job safely.

The purpose of a SOP is to carry out the operations correctly and always in the

same manner.

It also maintains operational and production

requirements

“This is where you build significant parts of the foundation on which all future practices will be built.” by Vincent Cardillo, MBA

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• Mass Adoption & Compliance

• Productive and efficient workflows

• Scalability

• Accurate Data for Reporting

• Market Analysis

• Happy work environment

Why is Standardization of Operations so important?

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Which Stage of Growth are you in?

Stage 1: Create your Niche (1 Location)

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How to Standardize your Operational Processes:

Develop/ Refine Standard Workflow

Workflow + Dentrix

(Chart-less)

Document Workflow for

Training

Train By Job Role (Job Description +

SOP Manual)

Monitor, Adjust, & Reinforce

SOP & Training

Stage 1: Build Brand (Pilot/ Flagship Office that is “chart-less” & digital.)

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Which Stage of Growth are you in?

Begin Centralization of Data(2-3 Locations)

“Begin building your foundation and develop office wide SOP. Identify and track essential metrics.” By Vince Cardillo, MBA

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Stage 2: Entrepreneurial (2-3 locations)Practice Management Software Data needs to be centralized!

Workflow Analysis

Adjust / Setup Dentrix with

Workflow

Train Standard Workflow by

Job Role

Refine SOP & Document on

LMS

Monitor, Reinforce, Adjust

“Most challenging stage of the 6 stages.” by Vincent Cardillo, MBA

This is where you build the significant piece of your foundation –standardized policies and operational protocols (SOP).

Recommendation: Seek Assistance! Speak to your Customer Success Manager and get a Workflow Analysis for your organization to assist with office wide training and upgrade to Enterprise or Ascend.

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Which Stage of Growth are you in?

Centralization of Practice Functions(4-9 Locations)

“This is where you typically will define your business model and determine to centralize/ decentralize practice functions.” By Vince Cardillo, MBA

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Central Billing

Call Center

Office #1

Office #2

Office #3

Office #4

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Stage 3: Foundation Development (4-9 locations)

Determine what practice functions to Centralize or Decentralize:

Appointment Scheduling/ Call Center Patient/ Insurance Billing Marketing / Website Management Training & Continued Education Human Resource/ Recruiting IT Support/ Help Desk

Recommendation: Leverage your resources by using outside vendors. Outsource these services.

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Who uses a Learning Management System for their organization?

Ideal For: Onboarding New Employees Continued Education Reference Standard

Operational Protocols Reference Company

Guidelines Reference How To’s with your

Dentrix Software

Recommendation: If you do not have an LMS system, check out the Dentrix Resource Center for training videos available for basic onboarding. (Note: Resource Center is by Product type –Enterprise, Ascend, and Dentrix.)

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SOP + Training = Scalability

How to define and identify job roles for your organization to support centralized processes

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Why is it important to have defined job roles?

5 Starbucks Staff services 500-750 customers a day!

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Specialized Job Roles Creates Efficiencies & Scalability

Recommendation: Create Check Lists per Role of what each job should know how to use in your Dentrix Enterprise or Dentrix Ascend.

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Stage 3: Foundation Development (4-9 Locations)Centralization requires Specialized Job Roles!

Central Call Center:• Call Center

Supervisor• Call Center Technician• Insurance Verification

Marketing Team:• Website Design• Social Media Manager

Acquisitions Team:(10-20 locations)• Integration Manager• CEO or CDO for

owning Provider

Business Support:• Human Resource Manager• Training Manager• IT Manager/ Help Desk• Accounting• Regional Managers

Central Billing/ RCM:• CBO Manager• Payment Posting• Tracers/ Claim Specialists C-Suite Leadership: (21-40 locations)

• CIO – Chief Information Officer• CFO – Chief Financial Officer• COO – Chief Operation Officer• CGO – Chief Growth/ Strategy Officer

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Specialized Job Roles + Choreographed Workflow = “Speedy Systems”

McDonald Brothers developed a system to bring a burger from grill to counter in 30 seconds!

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Key Takeaways: Choose your path!

Centralize your data with the right software solution early on.

You have the right solution, sign up for a Workflow Analysis to identify gaps in your current operations.

Generously train your staff and provide ongoing continued education.

Redefine your Job Roles & your Standard Operations Protocols as you grow and centralize your organization.

Outsource for human resource needs.

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Questions?

Contact Information:E-Mail: karina.santos@henryscheinone.comPhone: (801) 847-4974Cell: (949) 577-2970

Karina SantosStrategic Customer Success Manager