Dental Unfiltered Episode 91 - Management Unfiltered | The Essential Role of Office Managers w/ Kelly Schwartz
May 22, 2025
In this discussion, Kelly Schwartz, CEO of Schwartz Consulting Group, shares her extensive experience in dental management, trained over 850 practices across North America. She emphasizes the vital role of office managers in boosting patient retention and practice growth. Kelly highlights the necessity of standardized systems for enhanced patient experiences and effective communication strategies. Accountability and metrics, like case acceptance rates, are central to achieving practice success. The conversation concludes with valuable resources for improvement in the dental industry.
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Consistency Builds Patient Trust
- Patient experience depends on consistency in office systems and procedures.
- Variations in treatment can frustrate patients and diminish trust in the practice.
Follow Up to Show Care
- Follow up persistently on delayed treatment to show patients you care.
- Lack of follow-up implies indifference, causing patients to dismiss treatment importance.
Ask Instead of Tell Patients
- Ask patients what they want rather than telling them what to do.
- Using patient-centered language increases case acceptance and buy-in.