Who We Are - Microsoft · Who We Are Originally founded in 1903, Western Dental is the most...

Who We AreOriginally founded in 1903, Western Dental is the most experienced dental and oral health maintenance organization in California. Our team includes over 4,500 sta� , including doctors, assistants, managers, administrators and clerical personnel. Western Dental has over 250 dental o� ces throughout California, and a� liated o� ces and practices in Arizona, Texas, and Nevada. We have over 4,200 provider access points throughout our Western Dental branded locations and our extended provider network.

At our Western Dental Centers, high quality patient care, meaning both clinical care and customer service, is the core purpose and promise of our organization. As the largest dental care provider we see over 1,000,000 patients annually, with over 900,000 of those in California.

We Listen. We Care.Customer ServiceOur new leadership and operational management are raising the bar on Western Dental’s customer service. We will not rest on this path of improvement until we are the gold standard for service in oral health. At Western Dental, we’re committed to providing our members with professional, quality, and personalized experience. From the moment our members enroll their total satisfaction is our top priority.

Additional signi� cant bene� ts and advantages selecting Western Dental as you dental plan choice are:

• Flexibility in allowing members to visit any Western Dental Center without the worry of being appointed to a provider

• Dedicated 800# for plan members• Preferred appointments scheduling including Saturday

appointments• Personal Care Coordinators in the o� ce to assist

employees and remove all wait times• Electronic Health Records (EHR) for employees• Diabetes and blood pressure screening for all new patients• Dedicated account management team to support all

aspects of plan• Health Fairs and educational meeting on a quarterly basis

or as needed• Web portal access to bene� t summaries, provider network

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Western Dental strives for innovation in group plan design and provider compensation, to deliver a range of coverage expected in dental managed care bene� ts. Our Series 7 dental plan increases the number of covered procedures to include the availability of cosmetic alternatives and more orthodontic options for children and adults. Our dental bene� t designs are an e� ective way to reduce the rapidly increasing cost of dental bene� ts while improving access to quality care. Our approach to bene� t design delivers a� ordable dental plans that can meet your clients needs and their budget.

Plan Advantage• Plans that cover what employees need and what you

want.• Western can customize a plan design to meet your client’s

needs• We have low cost o� -the-shelf products that can deliver

an additional option or replace a bene� t you already o� er• Cosmetic Procedures (implants, inlays, onlays, veneers,

whitening and more)• Availability of the full-spectrum of family, specialty at our

Western Dental Centers

G R O U P D E N TA L P L A N S

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Extended Hours of OperationWestern Dental Centers operate at hours designated to meet our members’ schedules. They are typically open six days a week (Monday through Friday from 9:00 am to 7:00 pm and Saturday from 8:00 am to 4:00 pm). Pediatric Sundays are also available at speci� c Western Dental locations.

Service Advantage• Small enough to be � exible, yet large enough to have the

required capabilities• Continuously monitored treatment quality to deliver the

best and most appropriate member care• Response rates that set the industry standard for:

º Customer Service telephone response

º Claims payment turnaround

º Grievance resolution

º Enrollment and Eligibility Process

• Dedicated Account Management for you and your clients• DHMO � exibility allowing members to visit ANY Western

Dental branded location without worry of being appointed to a provider. Creating a unique DHMO network experience.

Provider DistributionOur provider network is extensive, with general dentists and specialists available throughout the state, in addition to an extensive selection of independently contracted providers. This network distribution delivers great access to high quality, cost-e� ective dental care.

Patient Care FinancingWestern Dental’s � nancing is unique in the industry as we are the only DSO to extend credit directly to patients. This means we can o� er 0% interest payment plans to our members that have a low or no FICO score, for co-payment or patient balances. We also o� er CareCredit and other third party credit options. At Western Dental we make dental care more a� ordable to our members.

PAT I E N T A CC E S S & S E R V I C E S

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TechnologyAt Western Dental we took another step on the path less traveled, as a true leader in de� ning and delivering excellence in oral health care. We use:

• Digital Intra-oral Cameras• Electronic Health Records (EHR)• Self Service Check-in-Kiosk• Centralized Electronic Appointment System• Digital X-rays (low radiation)• Electronic Patient Triage (tracks patient � ow throughout

the entire visit, thus monitoring wait times)• Electronic Submission of most Insurance Claims• On-line Patient Interaction-payment and registration• State of the Art Telephony and Communications

Western Dental believes in a strong foundation of patient care that is strongly tied back to research, and industry best practices that all members can bene� t from their clinical service.

Dr. Ronald E. Inge, D.D.S., Chief Dental Director, states “as an organization, we are moving to the path of being the best in our industry. Our world has been radically transformed by digital technology-smart phones, tablets, and web-enabled devices have altered the way we communicate. As we lead the change in dentistry, it starts with automating and streamlining the standard of care to provide the best service to our patients”.

Quality Management (QM) & Internal AuditOur Clinical Standards For CareWe contract the best and brightest dental providers. Within our Western Dental Center we continually re� ne their skills through training and coaching. This continuous improvement and our unique QA (Quality Assurance) program enable us to treat our members with needs from basic hygiene to complex restorations. We provide over 8 million individual treatment actions per year within California alone.

Our one of a kind quality assurance systems results in improved dental care for our members. With over 20 professionals, 13 of which are dedicated sta� ed Dentists in the Quality Management Department and 10 Western Dental Center Clinical Directors, Each one of our professional have over 20 years clinical care experience. We are 100% dedicated to quality patient care.

We also have an independent internal audit function to insure compliance and excellence for quality of care in all areas of the company. We take pride in ensuring that our contracted providers are following all safety and sterilization requirements year round.

TECHNOLOGY & QUALITY MANAGEMENT