Hey Docs!

Are You Tired of Missing New Patient Phone Calls? Don't Miss Our Hey Docs! interview featuring Dr. Anthony Bonavoglia with SmileSuite.

Episode Summary

Welcome to our first Hey Docs webinar with Dr. Anthony Bonavoglia, owner and CEO of SmileSuite, and Jill Allen from Jill Allen & Associates. Jill and Anthony highlight SmileSuite and how it is impacting orthodontic practices with its concierge approach to making sure new patient calls or web leads are never missed as well as many other features!

Episode Transcription

Music]

0:06

hello hello everybody i hope you are doing well i want to thank you for

0:11

attending my first paydocs webinar for those of you who don't know me my name

0:16

is jill allen i am the owner of jill allen and associates i am an orthodontic consultant with over

0:23

30 years of experience in this industry i started my journey many many years ago

0:30

as a sterilization assistant and was able to work my way up uh into

0:36

being a lead trainer as an orthodontic assistant then i moved my way

0:42

up into the front of the house and worked in every position in an orthodontic office i was very lucky to

0:49

have worked with very progressive orthodontists in my early years that really believed in continuing education

0:56

and took me to see some of the sages of our industry in in the consulting uh webinars when they

1:04

were really in their prime this is what ignited my inner consultant

1:09

and because of that pushed me to where i am now in my younger years i used to carry

1:15

around a journal while i was working and make notes about the systems i had to learn

1:21

what was going on in an orthodontic office and i felt like if i made those

1:26

notes i would be able to see what worked and what really worked i might have been

1:32

a bit of an ortho nerd and that's okay i'm glad to embrace that

1:38

just over 16 years ago i started my consulting career and learned very

1:44

quickly that i had to learn a very different skill set one that did not

1:49

include brackets or wires or trays or how to manage people or even how to run

1:55

an office i had to learn how to be an orthopeneur and found out very quickly

2:01

that what it takes to build a business this is what the school of hard knocks

2:06

taught me and the things i didn't learn in college classes or during my days

2:12

working in an orthodontic practice i adopted a figure it out mindset and

2:18

pushed through the obstacles i was sure would send me into financial ruin i

2:24

tried i prayed i pivoted i tried again i prayed i pivoted and you guessed it i

2:31

tried again but each time i tried i gained knowledge and confidence in

2:37

myself as well as my uh processes and eventually started seeing success along

2:43

the way in my consulting business this is what took me from being a baby

2:48

consultant to a consultant that focuses on startup practices and really now

2:55

helps orthodontists all over the united states start their practices it's stories like these that i want to

3:02

hear and i think you do too we all see the successes of major

3:08

players in our industry but how did they get there what trials did they face what decisions

3:15

did they make and how exactly did they help build orthodontics into the

3:21

thriving industry it is today hey docs is going to be all about these

3:27

stories before we get started with our first story of this series i want to encourage

3:34

all of you to put your questions and answers as or your questions into the question and answer box on the side here

3:42

and we will be answering questions when we get to the end of this webinar

3:47

so let's get ready to go today it is my really great honor to

3:53

introduce dr anthony bonavoglia founder and ceo of smile suite

3:59

in 2007 dr b built his orthodontic practice by focusing on the highest

4:06

level of customer service he was voted an up-and-coming entrepreneur in hudson valley new york

4:13

dr b recognized that a thriving practice cannot survive on its reputation alone

4:20

and saw the need for consistency in service and systems that would allow orthodontists to thrive in today's

4:27

customer service environment and so beyond building a thriving thriving practice

4:34

smile suite was born welcome dr v thank you how are you doing jill

4:40

i am doing great we also have the fabulous kristin

4:46

chenowski who is the national account executive for smile suite with us as

4:51

well welcome kristen thanks for having me jill absolutely

4:56

all right so we know you guys make a pretty fabulous team um but there are a few other people on

5:05

your executive team now right and one of those people i just want to let everyone know as me and i am super excited to be

5:12

a partner in the smile suite company and we're we're so excited to have you

5:17

as part of it thank you thank you all right anthony so

5:22

i am super excited as we all are which is why we are all here to find out not

5:28

only about smile suite but but i also wanted you to take me back

5:33

kind of to the beginning because you know i love um the success stories of orthodontic startups so kind of take me

5:40

back to the beginning and what kind of talk and walk us through what what was

5:46

it like when you got started how did you get started in your orthodontic journey and what brought you to now and um

5:54

owning not only a thriving orthodontic practice but smile sweet as well

5:59

yeah well thanks and uh thanks for for having me on um you know i love your introduction talking about kind of the

6:05

the highs and the lows of building a business building a practice and you know certainly my story is probably

6:11

similar in that sense but i had somewhat of an unconventional start to my orthodontic career uh just as as my

6:18

background i graduated from university of minnesota in 2006 uh that was the uh

6:24

my orthodontic program and you know as a as a young resident um

6:30

you know i knew i knew everything right you know you know i i had it down and i knew i was gonna i was gonna buy a

6:37

practice uh and it was gonna be great right out of my residency and um i had a

6:43

practice in mind and was negotiating i guess you could say i mean negotiating is

6:49

very very loose term would be and i didn't know anything and uh and it fell apart um on me as i was getting near my

6:56

graduation i've never heard a story before i'm just no no no no that's that's unique yeah that was unique

7:03

and so i was left at a point uh graduating just the summer of 2006 without really having a job

7:10

um because i had kind of put all my eggs in one basket and so um i managed to find a job as an

7:18

associate in maryland in a rather busy practice and

7:24

moved there in yeah around 2000 the end of the summer of 2006

7:29

and knew right away this was not for me um it was a very busy practice it maybe

7:36

didn't have um i don't want to say some of the standards but just things that i just wasn't comfortable with um again i know

7:42

this is sometimes not a unique uh unique story and so immediately yeah and uh i immediately started

7:50

thinking alright i gotta find something else um to be honest i was i was somewhat disappointed um

7:56

i almost felt like and i had said this a lot during that year where i said if this is what

8:01

private practice is like i may have just wasted the last 10 of my 10 years of my life i really felt that way and i so

8:08

what i knew right away was for me i had to have something where i it was it was mine i needed it to be

8:14

mine from beginning to end so again went back on the trail trying to find a practice to to buy

8:21

and you know what i wasn't appreciating at the time is this 2007 leading to 2008

8:26

um there was a recession on the way and people were starting to see it we all know what was going to happen very soon

8:33

so 2007 uh i i find another practice i've seen a couple different practices things

8:40

falling through through the cracks find a practice in hudson valley new york that i thought this is it this is going

8:45

to work um i i tell the doctor that i'm currently working for at the end of this year my my contract is up i don't think

8:52

i'm going to extend it i'm going to be moving and you know this this looks like this is it i'm going to buy this practice

8:57

everything's going to be great and really at the 11th hour um

9:02

it falls apart again more so the the selling doctor i think just with some of the economic changes

9:09

that were happening just decided this was not the right time so i'm i'm faced at this point with my

9:16

wife who's pregnant um i've got about two months left fork

9:22

uh i have no prospects my wife's an occupational therapist she's not a you know she's not a dentist so she can find

9:28

another job if we need to but it's not a good place to be in i have no my rent is my uh my apartment is coming

9:35

due in a couple of months i mean this is really like a crisis moment for me and to the point where here i am at i don't

9:41

know 25 26 and i'm calling my parents and going you know do you think we can move the the junk out of the basement i

9:47

might need to move in you know i mean it's getting to that point so in an act of desperation i i take out

9:55

my yellow pages and i call all the orthodontists in the area and i'm just like hey i need something you'll say is

10:03

there any work you know can i even just sweep your floors is there anything i can do so this one orthodontist in in hudson

10:10

valley near where i was looking to move says you know what come on come on up let's talk

10:16

so i tell my wife yeah so i tell my family we're going to go we're going to go visit this practice she's like what are we looking are we looking at a job

10:22

are we looking at maybe buying a practice i have no idea he said come on up that's all he said i mean it literally was that

10:29

fast come on up here's my address you know meet me on this date so i'm like okay so we get in the car it's a seven

10:35

hour drive you know my wife's i don't know how many months pregnant at this point and so we meet with him and we go into

10:41

this into his office and it's a nice i mean it's the framework of the office is nice but it's it's falling apart right i

10:47

mean it just it needs some work and i sit down and dr michelle's name and sit down with them i say okay what

10:53

do we got you know what you got going on he's like i don't have a practice to sell you oh

10:58

seven hours just drove seven hours to hear that um so i said okay do you have a job for

11:04

me you know no i don't have enough patience for that i don't have enough patience for us to share i was like okay i said what what

11:11

do you have what if i what am i doing here all right so so he goes well he goes here's the

11:17

deal i've got this building because i decided years ago i was just going to

11:23

finish my last patient shut the door walk away i was not going to sell my business he didn't need to

11:30

sell the business he was fortunate enough made a lot of right decisions and he's like i just didn't i didn't want to pass my patients on to someone else

11:37

and his exact words were for me to me was um figure something out

11:42

no phrase yeah figure something out so my wife's like what did you do i'm pregnant

11:48

we're driving so faced with not a lot of choices um i i

11:54

wrote up a proposal and i said to him i said look what if i pay you rent and let me try to start my my business

12:01

my practice in your building will share the building it it allows you to pay the

12:06

rent and you know as your patient base is dwindling it at least gives you some supplemental income there and i get

12:13

started right have you have a building you have chairs you're not using granted the the x-ray machine was from the 60s

12:19

it was the machine you would stand sit in and it would move the person around if anybody remembers what that was like

12:24

old school i mean we're going we're going right but it was it was something for me to do

12:31

and it would have been mine right so he said fine he said let's do it so at

12:38

that point i had saved about 30 000 over the course of the year and that's what we had in our in our savings account

12:46

and we moved i didn't know a single person i didn't have a patient waiting for me

12:52

there wasn't a dentist who knew i existed and i was moving to this area we didn't know anybody and just said you

12:59

know what we're just gonna see what we can do so from there i just got to work and i

13:05

was busy 12 hours a day doing god knows what um you know i was i

13:12

couldn't afford anything i basically i asked every single vendor uh look can you float me

13:18

for a year you know let me just just give me the equipment and i'll hopefully be able to pay you back in a year but i

13:23

did not get a startup loan i said you know what i'm gonna do this with the thirty thousand dollars in the bank

13:30

and um so i spent you know hours in my car meeting with

13:36

dentists just trying to convince them look if you can send me one patient if that patient doesn't come back and tell you they're happy don't ever send me

13:41

another patient and what it did for me is you know i had this old dilapidated bill i mean there's literally duct tape

13:47

going up the stairs and yeah and you know and what it did for me is

13:53

it made me realize i can't depend on what i have i don't have a beautiful office

13:58

i have to i have to deliver in some way right and so you know and what did i

14:03

offer people that other people could other orthodontists couldn't because there were a number of other orthodontists in the areas some that had

14:09

just recently moved too is i had time you know i had time i did everything you

14:14

and you you called i answered the phone i had it forwarded to my cell phone so it i carried around with me you were

14:20

tony instead i was everything i would walk them up i

14:28

would collect their payment i couldn't afford an uh a practice management system so i did it on paper records and

14:35

you know if they owed me a um if they had a bill i had a paper ledger and i filled it out on the paper ledger

14:42

um and just you know even my my folders were folders i got from staples and i used to print the labels on them because

14:49

i couldn't afford like a nice folder but at the end of the day patients

14:55

really didn't care they had my attention i mean i did everything and they liked it and i used that as my selling point

15:01

you know like you're getting me for everything um granted i was driving around

15:06

personally in a 1996 civic um my apartment was 750 square feet

15:15

and i did not have another job um i didn't have another job for two years i i felt like i if i was gonna commit to

15:22

this and i was gonna make this work it required my attention uh granted my wife you know was able to work up until she

15:28

gave birth to our daughter a few months later and then she had a scale back but um you know it just felt like it had

15:34

to i had to have i had to commit to it my first year when i went to my accountant i was so excited uh we had

15:41

made a hundred thousand dollars that year not made you know it wasn't income that was what we produced i thought it was i

15:48

was so proud of that because like this is what we had uh this is what we had built and he said to me yeah when you're

15:54

ready to make uh some real money let me know i know some other you know some other orthodontist that i can hook you

16:00

up with i was devastated but that's okay um wow

16:06

yeah so it was it was a really kind of interesting start but again you know there wasn't a startup loan um which in hindsight i don't know if that was a

16:12

great idea but um you know working through the great recession um you know it

16:17

it was tough you know it was tough but i guess i learned a lot you know i learned a lot about

16:22

what patients are really looking for at least in my opinion i learned a lot about systems

16:28

that you really just have to have the right systems down to be efficient because when you are the one man show

16:34

you don't have time to be inefficient you have to have things locked down um

16:40

so it was yeah it was it was interesting a couple of years later i had saved up enough

16:45

money was able to buy the building and then that was really my first loan i

16:50

had taken out when i bought the building and i was able to at that point take out a little extra to renovate it and the

16:56

business started picking up from there um so yeah it was a little unconventional

17:02

wow that's great and i just lo i love to hear this because in anybody who's on and you know if you're one of my

17:08

startups or you know anyone that i've talked to you know startups are my passion and you know to to see it

17:15

bootstrapped from the beginning up is super exciting and to see where you are today so i just gotta ask

17:22

tell me about the practice now speed us up and tell me you know what what kind of a practice where are you at now um

17:29

you know going into 2022. yeah so where it's still a solo practice

17:34

i don't have any associates i don't have any partners i've still retained that feeling of it needs to kind of come from

17:42

me um we currently employ about 23 people um

17:47

23 from you at all um so if somebody's out stick sick i bet you could still

17:53

jump in and i i can and i still do uh you know i i still turn chairs if i have to if it

17:59

means getting that patient in on time i'm there turn in the chairs there's there's no job that uh i'm not willing

18:04

to pull up roll up my sleeves and do um so we uh we do about four million in

18:11

production a year one doctor four million a year one doctor and the building we've doubled the building size

18:17

we're about 6 500 square feet now yeah that's wonderful all right so i just got to ask how many days how many days a

18:23

week are you doing this on so we see patients about 12 and a half

18:29

days to maybe 14 days at the most a month so it's somewhere in that room i love it so i just want everyone out

18:35

there to hear me you hear me if you've talked to me you've heard me say this you can have very big thriving practices

18:41

on 12 to 14 days a month you can do it and anthony is a perfect example of that

18:47

um and it really is all about the systems all right so that that's that's awesome i'm just like wow

18:54

how how exciting um to be at this point but most docs would be like hey jill

18:59

this is good enough i mean look at me i've got a i've got a great life i've i've got you know i've got good income

19:05

i've got a good team but that wasn't enough right what did you say yeah

19:12

you know four more days in the week the meals don't stop

19:18

[Laughter] uh yeah so so how it had to smile sweet

19:24

come about um so i'm a big proponent of looking outside to fill to plug the

19:31

holes right i i think a lot of times we feel like oh if it's not a you know an orthodontic

19:37

industry created product like i can't use it and i think when i started off my career

19:43

i was i was looking everywhere to find solutions you know to to fill the holes of what we needed and one thing i was

19:50

just like a lot of people when i was presenting payment options i was using excel spreadsheets you know and and i'm

19:56

a bit of an excel junkie i i love it like kristen will tell you if this is an excel problem like i get all excited he

20:02

solves it so i i had this very um

20:08

complex excel spreadsheet for our payment options and discounts and all those things and i

20:13

really felt like that was a big part of our success at certain a certain phase in our my career in growing the practice

20:20

and it had a lot of rules around it that you know i don't know if other practices do but for me it fit my practice it

20:26

helped us grow it helped us reduce our and limit our discounts and sort of cost control measures that were involved in

20:32

it and i was trying to find something that looked better than an excel sheet some of the other slider programs were coming up but

20:39

none of them offered the functionality that would meet the needs that i had so

20:45

i said you know what maybe i can build it you know build something for my practice so reached out to a developer

20:51

and started developing this program and that's how it started and again it was really meant to be able to um to fit

20:59

my needs as a practice owner and the things that we were doing that were a little bit unique but you know we found

21:05

that uh talking to some of my friends you know they're like oh yeah well you know like our slider program doesn't do this and ours doesn't do that and so i

21:12

was like well maybe there's a need for other practices to to have something like this available so we built some

21:18

extra tools into it and then you know gave it to a couple of friends like hey what do you guys think and they were like this is great so

21:24

we we launched it and that's how we when we launched um startaloo uh the first program

21:30

um i do get asked like questions how we came up with that name and um you know the the honest truth the

21:37

absolute truth i'm sitting with my kids at the cheesecake factory and i was like what do you guys think of

21:43

a name for this program you know and i was like i think something would start in it and my son's like start a loo like

21:49

yep that'll work so um that was our that was our research into you know seeing what people like

21:55

um that was it thank you cheesecake factory right yeah yeah we're where all

22:01

dreams come true [Laughter] so how did it evolve how did you go from

22:09

you know a souped-up excel program um you know kind of the basics of

22:14

management into i think i might need to do you know something with more customer service and

22:20

you know what you know kind of lead me into that how did you take it to that next level

22:26

yeah so we we found that um it we started adding pieces to the startling platform we added the the follow-up

22:33

piece and you know we just found that um clients of ours were like yeah like it's great we've got these pieces for our

22:40

team members to do things but like they're still not doing it right i mean it's still hard for them to find time in

22:45

the day they're busy doing other things oh i'd like them to be doing this instead of you know following up on

22:51

you know these patients and so the question came of like could we actually outsource it you know could

22:57

we use our our technology this this program we've created to basically funnel in an outsourced team and make it

23:04

streamline enough that patients would never know well that that person wasn't even in the office

23:10

so you know we kind of just went back to the development board and kind of put it together and um you know we launched it

23:16

in in pieces starting with actually the post consultation follow-up and we found

23:21

it was just really successful actually we had um when i first turned it on into into my office i think we converted

23:28

about six or seven patients just from this initial group of patients we were kind of practicing on you know seeing

23:33

how this outsourced follow-up would do yeah and so then from there we just broadened it we said okay well can we can we

23:39

handle the entire new patient process all the way from when they call the office to after they are presented treatment on

23:46

the platform and then they don't schedule their appointment or they don't start can we follow up from there

23:51

and what we found was really cool is like hey yes we can do it if we get the right people and we know people who know

23:57

the industry um we can do it really well and almost like a specialist like an

24:02

orthodontist specialist knows orthodontist that's why we do it at a higher level than a general dentist may

24:08

if this is all the people what people are doing you get really good at it you know like it's this is their specialty

24:14

their specialty is taking in new patients doing it enthusiastically you know being accurate following up on

24:20

patients so we found that not only was it something that people were looking for but we actually could really do it at a high level yeah yeah that's great

24:27

well i i love this so i think this is this kind of leads us you know just really perfectly into uh kristen um

24:36

would you like to demo this for us i know everyone who's on here is super excited to you know find out about you

24:43

know kind of what what exactly is this we kind of heard the build up to it but how about um you share your screen and

24:50

and really let us see a little a little peek behind the curtain into smile street

24:56

absolutely i would love it let me pull this up here

25:01

okay here we are and thank you again for having me on here jill i am excited to talk about all

25:08

things smile sweet and to show you all a glimpse of system is really what it is

25:17

here we are so we are a concierge system built for orthodontic practices

25:24

like dr b had said we work with your new patients from the moment they reach out

25:30

express interest in your practice all the way through to when they're signing that contract and getting started

25:37

we are a team of real people we know ortho and this is our wheelhouse

25:43

and where we live i'm going to start just by giving you a

25:48

little bit of a broad overview and then i'll kind of show you the details and show you bits and pieces of the program

25:54

here now whenever i speak to anybody that wants to learn about smile suite i find

26:00

myself saying that our space is within the life cycle of a new patient right they first reach out

26:07

to you they haven't gotten you know started yet they haven't signed their contract

26:13

they can reach out through that conventional phone call an email text message

26:19

our smile suite team is there seven days a week nights and weekends

26:24

ready to accept those leads gather their information and schedule their appointment

26:30

that's great and i just gotta ask you said oh yeah seven days a week live right

26:35

seven days a week yeah that's great absolutely nice weekends

26:41

well after your office hours that's for sure we will obtain all of the new patient

26:48

information we can send health history forms and even verify your patient's insurance

26:55

before they come in for their consultation appointment so it's our goal to have everything ready to go the

27:01

time they come in for that exam now again like dr b mentioned um you

27:07

know the doctor or treatment coordinator would use our presentation suite to go

27:12

through treatment details finances payment plan options

27:18

all within the filtation room right on the screen with the patient there

27:23

and if they don't same day start or same day schedule the smile suite team is

27:28

there for you following up on those pending patients to see what we can overcome what questions they have that

27:35

we can get them to come on in and start treatment

27:41

now it all starts with that new patient phone call right or web lead or form fill or email

27:49

however patients choose to reach out the smile suite team will answer those new patient phone calls with your

27:56

scripting and i think this is really important for practices that work with consultants

28:02

such as jill you know you've learned certain scripting you've learned things

28:07

that we should be saying to patients greeting them on the phone and we want to make sure that we carry

28:13

that over for you on those new patient phone calls so part of onboarding will be learning

28:19

about your practice and incorporating that our team knows the industry just like dr

28:26

b said they are upbeat enthusiastic individuals with a history and

28:32

customer service orthodontics even former teachers so they're all

28:39

people persons if that's how you would say it um you know ready to talk on the phone

28:45

ready to engage those patients and we're really happy to say we are all us-based

28:52

that's great that's great now this is what i'm showing you here uh

28:59

kind of step one in this process is the intake form or new patient phone slip

29:06

we will ask all of your typical new patient questions you know demographic

29:11

info contact info referral sources we want to gather all of that for you on that new

29:17

patient phone call all of those documents and all of that information is displayed right in smile

29:24

suite for your team it's a really easy to use interface it is web based and it is a secure system

29:32

that your team members can log into and grab that information and pop anything they need to into your practice

29:38

management software awesome

29:44

now like i mentioned before along with that new patient intake we do want to gather the patient's insurance

29:50

information on that phone call we all know that is a huge part of the new patient process

29:56

getting that information and then verifying those benefits to what may be available before they come in for their

30:03

consultation that way you are prepared your patient has all of the information they need to hopefully make an informed

30:10

decision to move forward with any treatment recommended now our verification form is very

30:17

comprehensive you can see a little snippet sample of that here and along with that i would like to add

30:25

uh if patients you know on the phone if they don't have their information handy

30:30

or available you wouldn't believe how many people we get on the phone that are driving and they can't read their insurance card

30:38

but if they don't have it we will send them a text email or both

30:44

asking them to fill it out when it's convenient for them and i think that's huge right saving

30:50

team members time and just kind of taking it that next step to try to get that emotion right right what all

30:56

treatment coordinators need in order to really help them with you know when they're in front of the patient sell

31:02

that case is you know we need absolutely possible so this is great absolutely

31:08

and then there's nothing worse as a tc is if you get that information and you

31:13

find out that it was the medical information and not the dental insurance

31:18

and there's no time there is no time to wait on that new verification when you

31:24

have precious minutes in that consult room right i'm sweating thinking about it

31:29

me too me too right been there so if that were to happen our smile

31:37

sweet team is on it we will get it before the visit we will reach back out

31:43

to that patient or responsible party to obtain the correct information for you

31:48

so that you have it all together so you're hopefully not in that position yeah so so you guys can actually

31:54

recognize when it's a medical and will will rectify that before they even get

31:59

into the office oh that's great that's that's absolutely that's huge especially for busy practices nobody's got time

32:06

sure no no one's got time for that doctor time and all of it it is precious right

32:11

those schedule templates are a very serious thing yes for sure

32:19

now once you have all of that information you're in that consultation you're ready to present treatment and

32:26

you can do so on our world-class presentation system we love love love our presentation tools

32:34

and smile suite they are really easy to use the interface is beautiful

32:40

we have color photos of various appliances in the system

32:45

we have videos there are explainer videos for some of the most common treatment modalities like

32:52

you know braces expanders class 2 appliances they're beautifully made in

32:58

here and it's a great education piece i think for patients and parents alike

33:03

perfect so so if somebody doesn't happen to have an animated system that they're using for

33:09

presentation tools and if they do sign up for smile suite um for the full suite they're going to be able to have access

33:15

to this should they want to use it is that that's correct oh that's great yeah and if they happen to have one that

33:21

they're using that they like it's still here they can just use their their other system if they're

33:27

more familiar with that that's great absolutely and that's okay too can i add something to that

33:33

you know one of the reasons why we put the photos and videos in is because i know there are other you know

33:40

presentation um programs but we found that like parents go home what what do they

33:45

basically want to know is what did it cost you know and so when they're in the portal looking at the

33:50

fees we wanted the videos and the photos to kind of also sell the the reasoning

33:56

the rationale behind it so it just kind of keeps it all housed in one thing so i'm sorry to interrupt i just wanted to wanted to add the rationale of why we

34:02

put photos and videos in there yeah absolutely this is great

34:09

now moving on here this will begin the financial aspect of the consultation and

34:14

presentation what you see here um is the variation

34:19

fees insurance information and of course our really awesome slider system

34:25

now like dr b was explaining before it was a challenge for him to find

34:31

you know a system and tools that really respected the rules of his

34:36

practice and we're really proud to say that in smile suite

34:42

we have yet to find some rules that we can't work with you'll see in our exam here um braces delta 24 months if you

34:51

are in network with these insurance companies you have those contracted fees

34:56

you have to offer specific discounts all of that can be a little bit confusing and doing the math on a

35:03

calculator all of it you know on the fly might not be you know the nicest

35:08

presentation so we can build all of that in on the back end for you the rules are in

35:15

the calculations are done all you have to do is go in and click the buttons and there it's going to be

35:21

there for you which is phenomenal same thing holds true with you know

35:26

maximum discount amounts limits on the number of months you know

35:32

your patient might have to pay for treatment uh down payment amounts all of those are built in and respected

35:38

throughout the system

35:45

this here also shows the presentation pdf printout now like dr b started to

35:52

mention we do have an atom portal in smile suite and i'll show you a little bit of that on the next slide

35:59

but this pdf printout here i loved as a tc i used to call it the golden ticket i

36:06

felt like the greatest person handing this to patients responsible parties decision

36:12

makers it had everything they needed on here color photos again to go with the

36:17

price tag of treatment payment options all of this can also be digitally sent

36:24

right the coveted world you might not be touching so many pieces of paper so digital is key

36:30

uh you can email this home text at home and send it to multiple decision makers

36:38

great and this is part of our at home portal so patients their parents they can log

36:46

in securely from home they can view their treatment presentation again

36:51

uh look at the financial options their payment options they can adjust those

36:56

sliders from the comfort of their own home and again doing so will respect all of

37:02

your practices rules so they can't lower the down payment on here they can't

37:07

extend the monthlies everything is respected throughout and they can even sign their contract to get started with

37:14

treatment all from home

37:20

now if they don't same day start or same day schedule we know that's the goal but

37:25

it doesn't always happen and if it doesn't the smile suite team is going to be there for you to follow up on your

37:32

pending patients we will start the very next day with a phone call thanking them for their time

37:38

and seeing if they have questions about treatment or moving forward we use phone calls text messages and

37:46

emails over the course of 60 days to see what we can do to work together with

37:51

your practice to get them started at your office wow and what what a time saver i think this is just so great for

37:58

our treatment coordinators as well especially in our busy practices or even sometimes in our smaller practices where

38:05

we've got one person doing multiple things in an office you know just to have that security of knowing

38:11

that the follow-ups are happening because i know working with so many doctors for so long and what do they

38:17

always want to know what happened with that one patient you know that one patient that came in you know did you

38:23

follow up with them and if i've got any tcs on here you know you've heard that you've heard that from your docs before

38:30

and so i think just being able to know this is happening go in you can see

38:35

when when this has happened what's happening um i i think this is just so

38:40

wonderful um for helping helping our key team members in our office stay focused on what they need to

38:46

be stay focused on and that's helping us in the tc room to get those starts

38:52

that's right and that's a great point joe you know seeing that it's happening you have access to all of it you will

38:58

see transcripts of any messages that are sent you'll see notes left by our

39:03

concierge team members if they had to leave a voicemail or they had a conversation

39:08

we message with your office you know almost daily asking questions about you know patients going back and forth we

39:15

really are an extension of your team and just like we'll answer your new patient

39:21

leads and phone calls seven days a week we follow up seven days a week also

39:27

so just like you said you know saving the time getting it done yeah yeah great

39:35

we are real people uh the smile suite team you know is composed of real people

39:41

like i said all based here all in the states um we know what we are talking

39:46

about we love oral and really enjoy speaking with people taking those phone

39:53

calls and getting the job done every patient that says yes to starting feels like a win for us as well as the office

40:01

yeah that's great well thanks so much kristen for you know going you know going through this

40:08

for us of course thank you so much yeah yeah so so as as we are you know

40:18

kind of processing um everything that kristen just told us you know i want to do a little synopsis you know i think

40:24

just some of the really great things about smile suite is you know it's not only able to help us when we aren't in

40:30

the office or when we are in the office and are really busy because you know they're able to capture our new patient

40:37

phone calls schedule those calls for us um you know through through an automated

40:42

scheduling system follow up with the patients beforehand follow up with them after and if you want to be able to use

40:49

that fee presentation tool or you want to be able to um use the you know the

40:54

automation tool to you know just help i think it's it's just a really great all-inclusive package and yet it's it's

41:01

a team member that you're paying for that isn't necessarily in your job in your office but still an extension of

41:06

your team so good job guys i think i think this is again great and why i was

41:12

super excited to be able to um to partner to partner with you guys

41:17

because i just see our our industry needs this our team members need the help and these are the little things that take their eye off of

41:24

the ball that we can that we can help with on the back end so i think that's great so we're going to have a little

41:30

bit of um fun here i'm calling this my heydocs speed round

41:37

so anthony i'm going to ask you just a few questions

41:42

and then we're going to jump into our q a and call it call it a wrap for tonight

41:48

so are you ready do you accept the heydoc speed challenge

41:55

i'm a little worried you actually should be

42:02

all right here we go so what is your favorite ice cream uh anything with peanut butter in it

42:09

ever worn socks with sandals in the house or out of the house

42:15

the never out of the house star wars or star trek

42:23

almost offended you put them both in the same category star wars

42:28

what is double dipping ever acceptable

42:37

only if it's me all right you wear your retainer every night every

42:42

night big time grinder how would you write your karaoke skills on a scale of one to beyonce

42:51

is zero an option [Laughter] all right we know where you land you're

42:57

not you're not my partner tomatoes are fruit or a vegetable oh

43:03

vegetable i'd never put fruit on my salad [Laughter]

43:08

no strawberries come on um what show have you been watching

43:14

yellowstone um what podcast audio music have you been

43:19

listening to podcasts can be audio music can be a podcast i really like um how i built

43:26

this which is on npr i love that one love that one it's inspiring and then um your big hairy audacious

43:34

goal for 2022. oh uh wear sandals more with socks um

43:41

watch more star trek no uh i don't know just uh you know what i i

43:47

enjoy i enjoy what i do and i just hope i can keep that going

43:54

all righty all right okay so let's um kind of jump into

43:59

uh any questions um that um that there that there might be

44:06

uh coming in so we're gonna look here at the uh q a here

44:12

and let's just see if i can see any all righty looks like um

44:20

what i see is okay here we go here we go we've got one um does the smile sweet concierge team

44:29

speak spanish or is it english only

44:34

i'll take that one so we have bilingual team members on our concierge team so we

44:40

do have very fluent spanish and english team members they can talk it they can

44:46

text it write it love it

44:51

that's great all right we had another one come in um what if i only want some of the features

44:59

and not the full suite yeah so smile suite is priced i think

45:05

brilliantly you only pay for what you need so our packages are such that it's

45:11

on a per lead basis and it can grow with your practice

45:16

got it okay great um oh looks like there's another one coming

45:21

in um all right here we go um where is the

45:26

smile suite concierge team located so we are all in the united states uh

45:33

currently the majority of our team members are actually in the tri-state oh okay

45:40

and um here's another one are you dealing with insurance billing

45:46

also on top of verification we are not we will verify the insurance

45:52

benefits but we do not bill for services got it okay all righty and looks like we have

45:59

another one coming in do you have a timeline for offering the concierge services in canada

46:08

you want to take that one dr b [Laughter] we've gotten asked this many times

46:17

so to to be honest we we would love to um we do

46:23

i i'm gonna say i don't know if it's on the near horizon um you know we we have to obviously we're hipaa compliant we

46:30

have to be tcpa compliant so there's a lot of aspects that we uh delve into

46:36

that um we haven't really gotten into some of the canadian laws and making sure that we're fully compliant there so

46:42

we can offer our software there um but as of right now we don't offer the concierge in canada

46:49

okay great great all righty and looks like there might be

46:56

another one sorry i'm looking down at my um my screen here looks like another one

47:04

how does your fee schedule work

47:09

uh our pricing that is uh yeah it looks like um

47:14

i'm going to assume so okay perfect so we do have a setup fee so there will be

47:21

a one-time setup fee and then pricing thereafter is just on a month-to-month

47:27

basis it's a straightforward report however many leads come in

47:32

we basically just multiply that by whatever price point package you have and then you can think the insurance

47:39

verification piece almost as an a la carte service so it's a little something in addition to

47:45

the lead intake and the full suite that we offer and there is also software only like dr

47:51

g had mentioned yeah great so you can really customize this to what your practice needs are it isn't take it all

47:58

or don't take any of it which you know was another thing that i just thought was was great too because not everybody

48:04

has a budget to do everything or needs to do everything you may have some complimentary programs that you're using

48:11

that you really like and i think this can just fit really nicely a lot of times if you want just certain certain

48:17

components so that's great well i am not seeing i'll give it just a second or two more but i'm really not seeing uh

48:24

doesn't look like we have any more questions come in if any do um i'll definitely hit them here in a minute um

48:31

but i'll go ahead and kind of wrap us up so you know i'm super excited thank you

48:36

guys so much for being a part of this um i i really feel like um we had it we had a great um

48:44

session tonight i'm super excited dr b to find out you know just and for everybody to kind of see where you went

48:50

to where you are now to hear about the inception of smile suite and you know

48:56

how how we you know how how you were able to kind of bring this on and saw the need for in

49:01

our industry and i really think this is one of those um those products that is going to be a

49:07

part of changing our industry and just continuing to make it better um before we go i want to let everybody who is

49:13

still on know that smile suite is offering the attendees of the webinar five free units um and so what that

49:21

means is um you can kind of talk to kristen about that um but you're gonna you're gonna get five free units of um

49:28

so of of the product um whether you are a new client or um a current client which

49:34

is super excited for anybody that may be a current client on here so i want you to just reach out to

49:40

um kristin um at getsmilesuite.com shoot them an email at info get

49:47

smilesuite.com and let them know that you are on the haydocks webinar and you will get those five units so if you've

49:53

enjoyed this webinar you will be excited to know that this series is also going

49:58

to be available as a podcast this fall which i am super excited uh to be um

50:04

being able to to to bring to our industry and don't forget to like and follow jill allen and associates and for

50:11

more content and resources so in next until next time everybody

50:16

cheers and thank you for being a part of the first hey docs webinar

50:22

see everybody later [Music]