A SLICE OF THE APPLE

2018 IN REVIEW 2 Dr. Thomas McCoy, President

NEW ADDITIONS & UPDATES 4

KIDS & SLEEP APNEA.. REALLY? 6Dr. Gregory Ceraso

40 MAIN STREET, SUITE 103 DUBUQUE, IOWA 52001APPLEWHITEDENTALPARTNERS.COM

4TH QUARTER1.01.2019

MAKING THE MOST OF “MOJO” 8Elizabeth Leon, Practice Mojo 2019 MARKETING TRENDS 10

DOCTORS CONFERENCE RECAP 13

APPLEWHITE IN ACTION 14

ORAL ID INITIATIVE 16

SMILES AT SEA WINNERS 18

THE “F” WORD 19

Dr. Thomas McCoy, President

2018 was certainly a tumultuous year. I can think back on a number of positives, a number of negatives, a number of surprises and a number of wins. I thought I would take some time to review a bit of 2018 and preview some thoughts and plans for 2019.

In 2018 we experimented with a “high level” operations position in the person of Heather Foster. Generally, I believe the idea is/was sound but the selection and outcomes were less than ideal. To be fair to Heather, entering our culture from outside group practice was difficult. I believe Heather failed to really assess and appreciate our culture.

The following were a part of the 2018 operations overhaul:

• Mike Murphy was replaced with Kelly Edralin

• Emmy Montes started and built our central billing office (CBO)

• Marketing was offloaded nearly completely to Banyan

• Henry Schein was promised an exclusive vendor agreement

• There was a general move toward more centralization and uniformity

Many of these moves had some logical merit if we were, in fact, more of a franchised company. But, we just are not. Since Heather’s departure I have made the following changes:

• Kelly has been reassigned from operations to Hygiene Program Manager.

• CBO has been kept in place and will continue to expand.

I would point out, the purpose of the CBO is to properly bill and follow up in Insurance Claims. It is not part of billing patients. We don’t need to bill patients anyway since we collect copayments at the time of service.

• Banyan is still part of marketing, but its presence has been decreased from 90% of our marketing department to 20%. Banyan will remain a part of our online presence, reviews and social media.

We will return online ads and other advertising in-house. We are adding office-level and community participation marketing budgets for office use in 2019.

• Henry Schein had its promised exclusivity cancelled. However, I do plan to develop a sort of formulary with a preferred vendor. I announced this at the doctors conference this year.

For example, we have 26 different cotton roll manufacturers in the company. Limiting just that from 26 to 2 saves the company more than $10,000.

We will be focusing on non-vital supplies for cost savings initiatives. Details will follow soon, such changes will be rolled out in January.

• I have generally moved away from initiatives which were uniform for uniformity sake, and reviewed each for rationality.

• I also took over the role of operations and restructured the operations team.

2 / 2018 In Review

2018 In Review

The year saw a lot of new faces in the dentist roster. In 2018, as a result of numerous retirements and other situations, over 25% of our dentist roster are new faces. With this change, we formed our first Young DDS peer group which started meeting in the fall of 2018.

We only acquired 1 office in 2018. It was the office of Dr. James Lord in Middleton, WI, now called Foxridge Dental. Going into 2018, I had not planned to acquire just this one. But, the circumstances of the year dictated it to a great extent.

Though I am not aggressively seeking more practices in 2019, neither am I eschewing them as I did in 2018. I expect there will be some new offices in the company at the end of next year.

Related to offices, Dr. David Gimer was one of the retirees in 2018. We ultimately sold his office to a

3 / 2018 In Review

2018 graduate of the University of Iowa. Iowa Falls is no longer part of our group, but I am happy to say Dr. Gimer remains connected. He has agreed to provide coverage for us if needed as well as some individual mentoring. He agreed to work with the buyer until the end of 2018. But, will be helping us out in 2019 and beyond.

The company had a very good 4th quarter. I am sure a part of the recovery is related to the return to more operational harmony. But, I am also sure it is a result of the work you are doing day-to-day to provide great service to our patients.

No one can claim perfection, least of all me. However, I do believe the challenges we faced and overcame in 2018 make 2019 and beyond more stable at a minimum and more exciting at a maximum. I wish you all a happy new year and a fruitful, successful and rewarding 2019.

Happy New Year from everyone at AppleWhite Dental Partners Corporate Office!

4 / NEW ADDITIONS

Meet Our New Additions

Front Office Administration:Salena DeBoer, Dental ConnectionsNatalie Byinton, Dental ConnectionsAngela Chapman, Methodist Plaza DentalAbby Suchomel, Excellence In DentistryMike Johnson, Excellence In DentistryAndrea Reed, Pewaukee Dental

Executives:Hannah Kemp, Billing & Insurance SpecialistSara Etter, Billing & Insurance Specialist

Dental Assistants:Alisha Maasdam, West Des Moines Dental CenterKimberly Nagel, Pewaukee DentalLorryna Marshall, Thorsheim & Ceraso

Dental Hygienists:Margaret Reasoner, West Des Moines Dental CenterAmanda Brennan, Bill Phelps DDSShelley Collis, Kisner DentistryCatherine Straughn, University Dental GroupCharlene Huffer, Excellence in Dentistry

Dr. Maria ZalduendoDr. Maria Zalduendo recently joined the Sauk Valley Dental team in Dixon, Illinois. Dr. Zalduendo, or “Dr. Z” as many call her, joins AppleWhite with over 30 years of experience in dentistry. She recently relocated from the Chicago area, which is where she has been practicing for most of her career.

Dr. Elizabeth Reiser-LoeberDr. Elizabeth Reiser-Loeber happily joined the team at Excellence In Dentistry in Madison, WI, and Cottage Grove, WI. Dr. Reiser went into the dental field because as a child she was embarrassed by her teeth and chose to rarely smile or even talk! Having her smile fixed changed her life. She refers to herself as, the general dentist, who generally does everything!

FHN Dental Care of Freeport, Illinois, joined AppleWhite Dental partners October 1st. FHN Dental Care was previously part of the FHN Hospital. The three experienced doctors from FHN include Dr. Maria Boy, Dr. John Thompson, and Dr. Donald Doak.

Immediately upon joining AppleWhite they began merging with Dental Connections (also in Freeport, Illinois). Within two weeks the teams along with AppleWhite’s operations team were joined together at the original Dental Connections location where they now operate together as one unified team. This merger will allow both teams greater stability and better ability to give great care to their patients.

New members of Dental Connections team from FHN Dental Care

Doctors: Dr. Maria Boy, Dr. Donald Doak, Dr. John Thompson.Assistants: Jamie White, Carlie Diffenderfer, Connie Kaderly, and Stacy Gustafson.Hygienists: Melanie Bremmer, LeAnne Christians, Heather Dailey, and Nicole Johnson.

Practice Updates

The Middleton, WI, office of Dr. James Lord has changed their name to Foxridge Dental. Dr. Brandt Bergman joined the practice earlier this year, and will be taking over for Dr. James Lord as he transitions into retirement in 2019.

5 / PRACTICE UPDATES

6 / KIDS WITH SLEEP APNEA

Several years ago, I made a commitment to begin to focus on Sleep Disorder Breathing in my practice. I began by creating a system to allow us to screen every hygiene and every new patient that came through the door. Each new patient exam now not only includes a Cancer screen, a Periodontal, Occlusal, Esthetic and Biomechanical exam, but also includes an airway evaluation. It only adds a couple of minutes for me (or my Hygienist at recall) to look beyond the teeth and to evaluate the tongue, pharynx and palatal vault. Through these efforts and with collaborative relationships with Sleep MD’s and ENT’s, we have helped many patients to breathe and sleep better and in turn live healthier lives.

Last February, at a Symposium dedicated to Sleep Disordered Breathing and its treatment, I had an eye opening, “Light Bulb Moment.” One of the speakers was presenting on “The Prevalence of Sleep Disordered Breathing in Children.” That presenter was Dr. Stacey Ochoa, who many of you now know as a result of a similar presentation she provided to our Doctors at the annual meeting in Dubuque this past September. When I first met Dr. Ochoa, I had no clue that Pediatric SDB was even a thing, or that an estimated 9 out of 10 children exhibit at least one symptom of SDB. This is a silent epidemic manifesting itself in a variety of symptoms that can easily be overlooked, misdiagnosed, and most unfortunately left untreated.

There is more than 20 years of research that ties Sleep Disordered Breathing to crooked and crowded teeth, arrested growth and development, behavioral challenges which can have a similar appearance to ADD/ADHD and even Bed-Wetting can be related to an underdeveloped airway. Night Terrors, night sweats, asthma, eczema, ear infections can all be potentially tied to SDB.

At the same time that I was learning more about Pediatric SDB, I happened to be searching for an answer to what I saw as an increasingly alarming malocclusion that my granddaughter, Juliana was experiencing. As you can see in the photo on the next page, at 5 years old she exhibited a significantly deficient Maxilla, and she postured her mandible forward to compensate. Showing Dr. Ochoa photos of my Granddaughter, she felt as I did, that we needed to act sooner than later and she introduced me to a myofunctional/orthopedic treatment called Healthy Start. Over the next six months I became a certified provider of The Healthy Start system.

My first patient of course was Juliana, and after just 3 weeks into therapy we saw a dramatic improvement to her occlusion and she continues to improve to this day! Additionally, she is excelling in reading in school, and has not had an ear infection since starting treatment having had about one every two weeks prior to treatment.

Kids With Sleep Apnea.. Really?Dr. Gregory Ceraso

7 / KIDS WITH SLEEP APNEA

The HealthyStart™ System works with the natural forces of tooth eruption. The soft, comfortable, removable devices gently guide the erupting teeth into their perfect positions. In addition, Healthy Start aids in the correct growth and alignment of the lower jaw, expanding the arches to ensure incoming permanent teeth have enough room to erupt in straight, and develop proper oral habits.

Depending on the age of the child the system uses a series of appliances:

Habit-Corrector: The habit-corrector eliminates or improves current oral habits that can damage your child’s dental health. He or she wears the habit-corrector at night while sleeping. With a design similar to that of a pacifier, your child will become used to wearing a device in his or her mouth every night. This step lasts about 1-5 months.

Second Phase: The child will get an appliance customized and sized for your child to wear every night. It aids the incoming teeth into their proper places, corrects jaw relations, and expands your child’s arches for the incoming adult teeth. The child wears this device for 2-6 months.

Final Phase: The final treatment begins with a device that accommodates incoming adult teeth. It begins when the child has at least 4 permanent teeth. This phase is extremely

important because his or her adult teeth are forming and the gum tissue fibers are starting to attach the teeth in the mouth. Healthy Start works perfectly to ensure the teeth erupt into proper alignment. Treatment with HealthyStart™ is a non-surgical, non-pharmaceutical, pain free and non-invasive therapy, and when worn at night or as directed, assists parents who struggle with children affected by SDB, a restricted airway and crowded or crooked teeth. The appliances work to expand and develop the airway addressing the root cause of Sleep Disordered Breathing. It is a Medical-Grade Device that rests comfortably in the mouth, promoting natural growth and development. And so far, in our practice it has been a rewarding and very effective treatment option.

Anyone wishing more information regarding the research behind The Healthy Start System, where and how to obtain certification, or a more detailed review of the system is encouraged to visit the website at TheHealthyStart.com. There you will find a more detailed review of the system along with a thorough explanation of how an obstructed, underdeveloped airway affects the growth and development of our children.

Juliana was exhibiting a significantly deficient Maxilla before beginning treatment with the HealthyStart Program.

After just 3 weeks in we saw a dramatic improvement to Juliana’s occlusion. She continues to improve to this day.

As a PracticeMojo customer, you have access to one of the most complete, affordable systems available on the market today. Our ReachAll Dental Recall system, has been tested, reworked, and perfected for decades to help dental practices reach 100% of patients via the patient’s preferred method of communication.

Here are some tips to ensure you are utilizing PracticeMojo to its fullest, ensuring the highest return on investment.

STEP 1: LOG IN DAILY AND PRINT THE DAILY TASK LIST The daily task list gives your office a clear view of what to expect each day. You’ll see what appointments have been confirmed, if there are any unscheduled family members affiliated with a patient coming in, and what contact information you have on file for each patient. May offices use this as part of their “morning huddle” to prepare for the day.

STEP 2: SET UP THE FEATURED CAMPAIGN The featured campaign is found in the lower right section of the PracticeMojo Dashboard. It changes every 3-5 weeks, depending upon the time of year. The featured campaign will strategically reach out to your patients, so you stay connected and keep your schedule full. Some examples include benefits reminders, holiday messages, and spring recall boosters. You can set up the campaign yourself or contact PracticeMojo support and we’ll do it for you!

Making The Most Out Of “Mojo”

Elizabeth Leon, Customer Service SupportPracticeMojo®

8 / MOST OF “MOJO

STEP 3: EXPLORE THE CHARTS AND MORE MOJO These sections feature our unique ready-to-use campaigns that target a specific demographic of your dental practice. These were specifically developed to help you achieve your recruitment, reactivation, and retention goals. Can’t find what you are looking for? Contact PracticeMojo support and we will assist you.

STEP 4: CLICK ON THE HELP BUTTON The “Help” area of PracticeMojo includes an overview of each section and the basics on how to use it. Simply log in and click on the word “Help” in the upper right corner of your account and scroll through each section.

STEP 5: HAVE YOUR FREE CUSTOM IMAGE DESIGNED Your package includes a custom image for practice branding. This can be used in your email and postcards as well as on your Business Facebook page. To get started, we will need you to send the following information to info@practicemojo.com for us to use in the design:

- A vector file of your custom logo (Marketing can provide this.) This will be one of the original files from your logo designer. The type will be .ai, .eps, or .pdf. (We cannot work with formats such as .jpeg as the resolution is too low for print. High resolution files of any photos you would like us to use. These could be photos of the staff, office, etc…

- Files or links of any existing design pieces you would like us to reference for style and colors. These might include your website, business cards, brochures, direct mail pieces, etc…

STEP 6: TAKE ADVANTAGE OF OUR UNLIMITED SUPPORT AND TRAINING The PracticeMojo support team is available to help your office get the most out of our service. Need a refresher training or have a new staff member? Give us a call. Your service includes unlimited support and training.

In addition to the above, you can visit our website: www.practicemojo.com and go to the Resources section for outstanding information available in our Blog, Infographics, On Demand Webinars, and Whitepapers. Our goal is to help your office achieve success with PracticeMojo!

Contact PracticeMojo

Hours: M-F 8 am - 6 pm CSTPhone: 800-556-2580 Press “1” for supportEmail: info@practicemojo.comFax: 800-556-2580

9 / HR UPDATES9 / MOST OF “MOJO

2019 Marketing T rendsThe Marketing Team: Megan Corkery & Hannah Kirschbaum

The trends we have started to see in the past year have all revolved around the patient experience. From social media interactions to technology that improves each visit, patients are searching for the best possible experience with each business they interact with and your practice is no different.

The ideal patient experience is different for every individual based on prior experiences and priorities. The entire experience is made up by touchpoints that begin before they even step into your office. How did they find you? Did they call to book their appointment, and how was the first impression of that call? Did they easily find your practice? These are just a few factors that impact their experience for better or worse before they enter the building.

One thing is for sure, they will share about their experience. They will tell their friends, family, coworkers about their experience. More and more, these conversations are happening through social media and online reviews.

Authentic Content

What are consumers looking for, perhaps more than anything else? According to a number of recent surveys, authenticity is at the very top of the wish list. 86% of consumers say authenticity is important when deciding what brands they like and support. Incorporating original content from your patients’ perspective in healthcare can contribute to that authenticity in an industry that very much needs it. We are recognizing a unity between patients/consumers that can be used to connect with them emotionally.

Being authentic means to be genuine, real, and transparent. It means being open and honest with your patients and giving them realistic expectations. To be authentic, sometimes all you need to do is to show that you are human. Today’s consumers are a far more informed, aware, socially connected, and empowered crowd than ever before – and they have high standards. The best way to incorporate authenticity is to simply behave as the company, or person, you want your patients to think you are. Another actionable way to be authentic is to use the patient experience as a tool. The most powerful way to do this is through social media and patient testimonials and reviews.

Online Reputation Management

Your practice has an online reputation, whether or not you chose to manage it. In 2018 and increasingly in 2019, online reputation management is a must. Your online reputation is typically

10 / 2019 MARKETING TRENDS

one of the first touchpoints a patient has with your practice. Practices with higher quantity of reviews and higher review star ratings on Google will have an advantage over others in coming up higher in search results as well as creating an immediate positive differentiation from competitors with lower ratings. Consumers trust online reviews more than traditional advertising, because they are written from another consumer’s experience.

Reviews need to be a consistent focus at your practice as one of the factors of online management. One of the reasons for this is that, 69% of consumers believe that local reviews older than 3 months are no longer relevant (Search Engine Land 2018). You also want to protect yourself from a potential poor review. Disgruntled patients who are unsatisfied with their experience at your practice, regardless of the reason, are likely to write a poor review if they feel they have not been heard. These reviews most often cannot be removed, unless by the reviewer. The best way to keep the bad ones at bay, is to keep up asking satisfied patients to keep these negative experiences from harming your online reputation.

Patient Communication & Convenience

It’s no longer enough to provide high-quality care or for providers to rely on clinical excellence. Today, patients want convenience, quick response time to inquiries, and outstanding service in every aspect of their care. One of the ways to stay ahead of this trend is by offering online booking. Online Booking is a huge competitive advantage in today’s market. For a patient, reaching someone to make an appointment requires up to 8 minutes of their time, with an average of 30% of that time spent on hold. For modern consumers, this can be a real deal-breaker. Nearly 42% of people surveyed in a recent study by Patient Pop say that they would prefer online medical appointment scheduling over calling a practice to schedule an appointment. However, only 17% of respondents said they currently have the option for online appointment booking. As the use of mobile devices continues to expand, it seems logical that healthcare practices should offer on demand tools for their healthcare needs.

Time is scarce and the demands for it can cause conflicts between all the things competing for your patients’ attention. Sometimes your patients’ days are scheduled down to the minute—so busy that it’s quite common for a patient not to have time to even answer their phone, even if you were to call and remind them of their appointment. But today is an age of technology, and most people prefer to communicate via text or email. It is more convenient, because they can choose when to check it, or respond. Digital communication allows patients the ability to immediately respond to, confirm, or request an appointment while at work, in a meeting, or even while talking on their phone. Automated patient reminders are a convenience to both your practice and your patients.

Social Media Efforts Showcasing Patient Experience

68% of Americans Use Facebook (Pew Research Center 2018), 41% of Americans 65+ use Facebook. An overwhelming majority of patients are discussing healthcare on social media, and especially on Facebook. The social media landscape is thriving as a place where users seek advice, gather information and share experiences with their friends and family.

11 / 2019 MARKETING TRENDS

As we mentioned earlier in this article, social media and testimonials are both excellent ways to showcase patient experiences at your practice. Your days revolve around building relationships and providing care to your many patients. Devise a plan to feature your practice through your favorite patients’ eyes on Facebook, and you will attract more patients who are similar to those patients by all of the connections they have on the network.

Video Content

Video is the preferred form of content for 2019. Video content is shared 1200% more often on social media sites than links and text combined. This makes video a perfect avenue for you to showcase your patients. An authentic, original video from your patient can make a compelling case for potential new patients to check you out or for a current patient’s treatment acceptance.

How can you make video work for you? You don’t need fancy video gear to create a video for social media, nor do you need to record lengthy footage. Create a quick and engaging post simply by recording a patient’s testimonial of care at your practice, a walk through of your office, your team singing a birthday tune for a patient, or a demo showing a new product like the Oral ID. When you are ready to shoot a quick video, have a brief plan in place, stabilize your recording device, and control the background visuals and noises.

Artificial Intelligence

What is artificial intelligence? It is loosely defined as is an area of computer science that emphasizes the creation of intelligent machines that work and react like humans. Artificial intelligence is quickly making an impact on the Marketing world in ways like machine learning, predictive analytics and voice activated virtual assistants (like the Amazon Alexa).

For our industry, the most commonly used AI tools include chatbots, online ad placement/targeting, and voice search. Voice search is something marketers now need to be mindful of when developing a plan for SEO and their overall online presence. Business pages on Facebook now have the ability to utilize chatbots to answer frequently asked questions sent through Facebook Messenger. Online ads become more complex and targeted every day as AI predictions guide advertisers to the best placement of their ad based on data collected about users.

As a department we evaluate marketing and dental industry specific trends throughout the year and we will be incorporing these trends and more in your practice’s upcoming marketing plans. We look forward to a great year ahead for AppleWhite practices, and wish you all a very

happy and successful 2019!

2019 Marketing T rends (Continued)

12 / 2019 MARKETING TRENDS

13 / DOCTORS CONFERENCE

The annual AppleWhite Doctors’ Conference was held September 28-29, 2018, at the Hotel Julien in Dubuque. This year we tried a new format – part clinical and part non-clinical with a human interest/message twist.

Friday afternoon started with the clinical presentation by Dr. Stacy Ochoa. Stacy opened the meeting with an excellent presentation on pediatric sleep disordered breathing. Sleep disordered breathing in children is the “red-hot” area of sleep medicine at the current time. Dr. Ochoa did an excellent job of presenting how we all need to be screening our pediatric patients for this potentially serious health problem. She also discussed how we have to get the message out to parents on what to look for as warning signs in their children.

On Friday night we enjoyed a dinner cruise on the Mississippi river. It was a great opportunity to renew friendships and meet the new members of the AppleWhite family.

Saturday morning started out with a presentation by the three Banach brothers (Ed, Lou and Steve) on how to achieve your goals through vision, determination, dedication and faith. They had an incredible story to tell of their own personal journeys starting with their adoption through their college careers as wrestlers, including Olympic gold medals for Ed and Lou, and on to highly successful careers – Ed as a collegiate wrestling coach, Lou as a highly successful investment banker and Steve as a decorated war hero. Everyone who attended the conference received a copy of their book, Uncommon Bonds: A Journey in Optimism. As an added treat, Ed brought his Olympic gold medal for attendees to see and actually have their picture taken wearing it.

Thanks to all who attended and helped make this a successful event!!!

Doctors ConferenceDr. John Clary

APPLEWHITE IN ACTION

14 / APPLEWHITE IN ACTION

The Northside Kenosha Team lead by Dr. Walsh and Dr. Lakayil decked out in “Trolls” attire for Halloween

at their practice.

The Associated Dentists team participated in a fun, local “Trunk or Treat” event.

Dr. Jacob Son channeling his inner T-Rex for the practice’s Halloween

Candy Buy Back.

Cassie (left) and Lisa (right) wearing pink to support Office Manager Raquel (center) during National

Breast Cancer Awareness Month.

Jenney Rott looking very festive in her attire for a “ugly sweater”

contest in Dubuque.

Shanda at James Hawks DDS celebrated her

birthday with a suprise from her teammates.

A few team members at Dental Connections posed for a sweet photo with one

of their tiny patients.

Dr. James Grunaer and Dr. Maria Zalduendo

celebrate working together at Sauk Valley

Dental.

A few members of the Excellence In Dentistry team attending a Christmas tree lighting hosted by the

Cottage Grove (WI) Chamber of Commerce.

West Des Moines Dental shows off their best Christmas sweaters during a team holiday gathering. Their team also

generously collected Toys for Tots this season!

The team at Bill Phelps DDS has been challenging their Facebook fans to holiday themed contests in

December. They were looking festive all month long!

Missy at West Madison Dental poses with one of her favorite patients for a social

media pic.

applewhite advanced oral cancer screenings

AppleWhite Dental Partners has entered in to an amazing partnership with Forward Science in order to elevate our dental practices through the ID for Life Program. Together, we will utilize innovative technology to provide enhanced oral cancer screenings. A proactive approach battling the rising numbers in oral cancer through early detection changes and saves lives. We will always ensure that all of our providers have the necessary tools to continue to provide an elevated and superior health care.

“Forward science has made a significant difference in the way our practice screens for oral cancer. I have been a registered dental hygienist for nine years and I have never used a product that empowered me the way the oral ID does. As a healthcare provider my main concern is the overall health and well-being of my patients. Oral cancer screenings are done routinely at each visit by me and by our doctor. With the help of the oral ID detecting abnormalities it has become much easier and more reliable. My patients are very accepting to me using the oral ID and are very happy that our office is taking the steps to identify and find early abnormalities in the mouth rather than what could become oral cancer in the late stages.”

- Megan Lewis, RDH

16 / ORAL ID INITIATIVE

17 / ORAL ID INITIATIVE

“We are proud to be able to offer this enhanced technology to our patients. Oral cancer rates are rising, and early detection is the key to a successful outcome. The five-year survival rates need to increase. Our team is committed to doing our part in combatting this life threatening, disfiguring disease.”

- Dr. JoAnn Martens, DDS

“The device actually helps our patients become more aware of oral cancer. The patients are able to utilize the information they learn from us to make a good decision for their health.”

- Parvjee Pong Pant, RDH

“I like that it allows me to have a conversation about nontraditional risk factors [HPV] and discuss risks with patients about their health. Many people seem interested (and scared) to learn that HPV is the #1 cause of Oral Cancer, and that usually when diagnosed it is in the very late stages. I genuinely feel like a health care provider, and an advocate for the younger generations.”

- Elizabeth Paul, RDH

“Tracey has been practicing as a hygienist at University Dental Group for over 20 years! She is extremely easy to talk to. Her patients love her personality and how comfortable she makes them feel. Tracey truly cares about every one of her patients.”

- Amy Matlage, Office Manager

Congratulations, W inning Hygienists for Smiles at Sea.

“Beth’s high energy and enthusiasm create an exciting atmosphere for her patients and they just love her! Her dedication to education and providing meticulous care are truly appreciated by all. Sheis always there for the team and is quick to volunteer whenever possible. We were very fortunate that she chose New Berlin Dental Group as her ‘dental home’ when she joined AppleWhite a year ago!”

- Dr. Amanda Clifford

“Shantelle is a fantastic hygienist who has been with us for over 20 years. She is kind and patient, and her laugh is contagious. She does an amazing job educating her patients as well, giving each and every one of them detailed attention. She strongly contributes to the close knit environment we have in our office. Overall, Shantelle is a wonderful hygienist because of her dedication to her profession and her patients.”

- Erin Anderson, Office Manager

Beth Paul, New Berlin Dental

Tracey McClure, University Dental Group

Shantelle Berryhill, Methodist Plaza Dental

18 / SMILES AT SEA WINNERS

Dental Fraud takes many forms. Examples include:

• Billing for services not provided

• Reporting a higher level of dental service than was actually performed. This is often called “upcoding.” • Summitting a dental claim under one patient’s name when services were provided to another person. • Submitting a dental claim under one provider’s name when the services were provided by a different provider • Altering claim forms and dental records • Billing for non-covered services as if they were covered services

• Changing the date of service on a claim form so that it falls within a patient’s benefit period.

• Routinely waiving a patient’s co-payment or deductible.

• Performing services that are not suitable or necessary.

So, before you decide to hand out a courtesy adjustment, professional adjustment or any type of discount to your patients with insurance, please consider the examples we have provided. Also, if you ever find that you are questioning what you should do, CBO is always available to guide you through the claims process. Give us a call.

CBO StaffEmmy Montes, Sharon Loso, Diane McKee, Hannah Kemp, and Sarah Etter.

19 / THE “F” WORD

The “F” Word... Fraud Emmy Montes, CBO

Some examples of dental insurance fraud as outlined by the United Concordia Insurance Companies, INC., on their website:

“Dental Fraud is any crime where an individual receives insurance monies for filing a false claim, inflating a claim or billing for services not rendered. Fraud is sometimes called the ‘hidden’ crime because we are a victim without even knowing.”