Category Archives: Dental Office

Meet Team DXC – Elizabeth Jones

Meet Team DXC is our interview series with DentalXChange team members who help put the “service” back in “customer service.”

In a day and age when most companies are letting go of personnel and turning to voice recordings to handle all of their customer services, DentalXChange is proud to offer live, highly trained, customer service representatives to give individual care to each of our clients.  We know that our customer service reps can help with any and all of your needs and that a recording will leave you frustrated, still looking for answers. We are so impressed with our team that we want you to meet them!

Our first interviewee is Elizabeth Jones, the Director of Sales and Retention.

Name: Elizabeth “Lizzy” Jones

Job Title: Director of Sales and Retention

Time with DentalXChange: 4 years

Fun Fact: Lizzie has two dogs. A French bulldog named Monte Cristo Sandwich and an English bulldog named Betty.

Lizzy has been a part of DentalXChange family for over 4 years. During that time she has won multiple awards for her sales achievements and in May of 2011 she received the National Electronic Attachment Achievement Award for 2010. Lizzy was recently promoted to Director of Sales and Retention so we thought it would be fun to sit down with her and find out how her job has changed, how she likes to run things and how she likes to relax when she is not busy helping our clients.

What year did you start with DentalXChange?

March 2008

What was your title and responsibilities?

Account Manager (sales representative). I would call on new registrations, sales campaigns, sell existing clients new products and reactivate clients who have stopped using our service. I would train new clients for the first 90 days on how to use our services and monitor their activity to make sure everything is going smoothly.

Since then, you’ve moved up the chain and now you are the Director of Sales and Retention. How have your daily activities changed?

A lot has changed. My day to day is never repetitive and always full. There is always something I need to make a decision on; conference calls, department meetings, what promo do we need, should we go to this show, sales campaigns, is this commissionable, put out a fire, talk to this client, speak to this vendor and lead my teams.  What is definitely different from back then would be that instead of getting directions from my manager and being eager to learn something new, I am now on the other side of the spectrum.  Now I give directions and lead a group of employees to be the best they can be.  Every action and decision I make has an impact on the company and in each employee’s career.  I’m in charge of a lot of people and whatever impact I make on their career today will affect them in some way or form in the future.

For my sales team, I have team building activities and let them have the autonomy to make decisions as a team, not just me being a dictator. I’m always surprised at how well thought out some of their ideas are.  For my Client Relations team, I give them a bit more freedom to let them make decisions on their own and to understand what type of impact every decision has on the company and the department.

Even with all that, I still have time to cater to my clients who only call me and would like to follow up on their accounts.  I’m never too important for my clients because they are the main reasons why I am still here!

You sound like a busy person! What would you say is your favorite aspect of your job?

Helping my employees grow.  I have always been a very ambitious person. So, I would always ask my manager or supervisor if they need any help with anything, which would always open the door to being cross trained.  I try to instill that philosophy in my department.

Almost all of my employees have a goal to train the team on one of our many products. This helps to get them out of their comfort zone and become an expert on one of our products as well as helping them see that’s it’s not easy to teach and that everyone is different.  So far, anyone who has completed this goal has discovered an unknown talent!

Recently, I let the team decide to have a special guest from another department visit us for our sales meetings so they can learn about other departments and different types of duties their peers have.  It can open doors later on if they would like to move departments. I’ve been through 3 departments in my four years.

What’s your favorite part of working at DentalXChange?

My favorite part about DentalXChange is the company culture.  It’s very “Casual Professional.”  We have our fun but get a lot done with many happy customers.  Everyone is very passionate and proud of their work.  Also, I’ve never worked for a company that is as diverse as this.  We have employees from almost every continent in the world!  Our potlucks are always so yummy!

What do you like to do when you’re not at work? Any hobbies or interests?

Hobbies include crocheting, deep sea fishing; I love to cook so most of my paycheck goes to the local farmer’s market and I love trying out new restaurants.  I love wine and whiskey tasting, too. My favorite way to unwind is having a Manhattan and watching documentaries, lol!

Final question, we understand that you’re a big Angels fan. Will they win the World Series this year?

YES, yes they will!!!  Mike Trout is amazing!!!

We’d like to thank Lizzy for taking time out of her busy schedule to talk with us. DentalXChange is very proud of the customer service we offer and Lizzy, along with our Sales and Support teams, are big reasons for that.

We encourage you to try us out. Through our products, services and customer support you will not be disappointed!  Call us at (800) 576-6412 ex467

We want to help with all of your practices EDI needs!

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CDA Endorses DentalXChange for 3rd Consecutive Year

DentalXChange (DXC) is proud to announce that the California Dental Association (CDA) has selected DentalXChange as an Endorsed Program for a third consecutive year.

“We’re particularly excited about entering our third year of CDA endorsement because it reflects the ongoing quality of the services we offer, as well as our extensive participation in the dental industry and the vision shared by our entire team,” said Scott Wellwood, president of DXC.

This endorsement enables CDA’s nearly 25,000 members to receive an immediate savings on DentalXChange’s innovative, easy-to-use electronic transaction services, including electronic claims, real-time eligibility, claim status and electronic remittance advice (ERA).

“As a CDA Endorsed Program for the past two years, DentalXChange has a strong track record of sharing its superior products and services, while remaining dedicated to providing a significant savings to our members.  In addition, DentalXChange maintains the capacity and ability to deliver exceptional customer service,” said Evet Dickinson, manager, CDA Endorsed Programs. “We are excited to once again have DentalXChange on our roster of CDA Endorsed Programs, all of whom deliver quality services and exclusive benefits to our members.”

With this renewed endorsement, CDA members will continue to benefit from savings on a variety of DentalXChange’s products, including ClaimConnect, an online application that provides immediate access to an online claims tracking tool that is capable of managing all claims transactions with custom reporting options.

ClaimConnect was designed to remove the barriers associated with conducting electronic transactions between dental offices and insurance companies, and is compatible with most dental software programs for online claim submission. In addition to batch upload claim services, providers who do not want to invest in electronic dental interchange (EDI) modules or dental software programs can conduct on-line transactions using a simple, intuitive browser-based interface.

The service offers providers the tools to improve the flow of registration, enrollment and billing processes, verify patient eligibility and process claims in near real-time. Electronic Remittance Advice (ERA), which is an electronic version of an Explanation of Benefits, can be viewed and printed, or imported into certain dental software programs. This provides a complement to Electronic Funds Transfer programs offered by many insurance companies.

“DentalXChange has been supporting California dental providers for more than two decades, and we’re proud to be able to continue to provide them with a discount on our valuable business services.  We look forward to continuing to help CDA members to improve office efficiencies while reducing paper usage, saving money and improving cash flow year in and year out,” noted Wellwood.

About DentalXChange

Since 1989, DentalXChange has earned industry-wide acclaim and recognition for pioneering the web-based dental EDI solutions industry. Today, it has grown to support a current client base of over 12,000 dental healthcare offices. Headquartered in Irvine, CA, DentalXChange accounts for more than $4 billion in dental claims annually. Through its own clearinghouse and secure web portals, the company processes nearly 20 million EDI transactions, consisting of more than 15 million dental claims annually.

For more information or to schedule an interview with Scott Wellwood please contact Asef Quader at 877.932.2567 x234 or email aquader@dentalxchange.com. For any other inquiries please visit: www.DentalXChange.com.

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5 Tips On Branding Your Practice

Have you ever thought about what you can do to help attract more patients to your dental practice? I would say most dentists have, as they are business owners first and doctors second. Your patients are your customers and every business needs customers to survive. Simple economics. So back to our question, “how to attract more patients?” My answer, Branding.

Branding is practiced by every major company and consumer product and this does not exclude dental practices. By definition, “Branding” is the identification of a product or service with the manufacturer or provider. It sounds boring but it really is a lot of fun. We’re talking about injecting your personality and what you want your patients to see, feel, and experience while they are at your practice.  For example, this practice in Tokyo, Japan, branded itself as the “Hello Kitty” dentist. Kind of a campy idea, but when you read that Sanrio (the parent company of Hello Kitty) made $1.08 billion off of Hello Kitty products last year, that idea starts to look like a giant bag with a dollar sign on it.

So what can you do to help brand you practice? Here are 5 tips:

1.  Write a Mission Statement

Your mission statement should tell patients, and your internal team, what you want to accomplish and what they can expect from you as their dentist. Start by putting yourself in the patient’s shoes. Ask yourself, “How do I want to feel when I’m at the dentist?”

2. Define your “Unique Selling Point”

The best way to brand yourself is to find out what you do that sets yourself apart from everyone else, or as Jerry Jones of Jerry Jones Direct calls it, your “Unique Selling Point” or USP. Once you have your USP, you can use it to brand your practice and yourself.  Be sure to communicate your USP to your team and your patients.  Remember, you are your practice!

3. Create a logo

James Kuster wrote, “your logo is not your branding but a small piece of your branding.” It should be designed to be instantly recognizable to create and reinforce brand awareness.

4. Think Color

Room color has a tremendous effect on how we feel. Consider the image you are trying to convey to your patients; are your clients mostly young and trendy or are you a pediatric dentist? Choose your color accordingly.  According to a study done in London, a mid to light pink helps relax patients and is an ideal color for a dental practice. But beware of getting too pink. Hot pinks to reds can increase heart rates, respiration and anxiety.

5.  Brand Your Customer Service

As I mentioned, your brand is an emotional response that stems from the sum of all experiences your patients have with your practice.  In order to ensure that this response is positive, make a list of all the actions your team can repeatedly implement in order to ensure that each patient receives the same, pleasant experience.  For example, decide how your staff should answer each phone call and greet every patient.  You could establish a protocol where you personally call each patient after a procedure to follow-up.  These special, unique touches will enhance your patients’ experience of your brand.

Once your branding is in place, keep your messaging consistent throughout all of your marketing and advertising.  Each newsletter, flyer, direct mail piece, radio spot or TV commercial should reflect your mission statement and your Unique Selling Point. Soon you’ll be the one holding the big bag with the dollar sign!

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7 Things You Can’t Ignore If You Want To Go Green At Work

While DentalXChange offers solutions for your practice to be environmentally cautious in the office, here are seven great things you can do to be more environmentally aware at work.

  1. Open a Window:  Instead of turning on the air conditioning, open a window to let the cool breeze brighten up your office.  A little fresh air goes a long way and saves energy.
  2. Recycle: Have recycle bins around the office so staff can toss paper in the recycle bin instead of the trash can.  If it is feasible, try to get everyone a small recycle bin to make recycling easy.
  3. Electronic Charts:  Though this may be expensive initially, having your patients fill out charts on an iPad is a smart move and it saves paper.  Plus, while not in use for forms, the iPad can be docked to play patient education videos.
  4. BPA Free Cups: Instead of stocking your kitchen with plastic cups, give each employee reusable cups and mugs like these BPA free cups.  You can purchase them at home or sporting goods stores.  Retailers like Starbucks sell reusable tumblers and coffee mugs that make going green easy.
  5. Mind Electricity:  Be cautious about electricity usage at your office.  Whoever leaves last at the end of the day should be responsibly for making sure all the lights are turned off before they leave.  Staff should also be encouraged to turn off computers and printers at the end of the day so they aren’t unnecessarily turned on at the end of the day.
  6. Bring lunch:  This not only helps prevent you from having to drive to lunch but also eliminates all the packaging that inevitably comes with ordered lunch.  Bringing a reusable container from home eliminates waste.
  7. Walk/Bike:  If you live a close enough distance, bike to work!  You can also use your bike to get lunch, or walk while you go on your break to get lunch.
  8. Image courtesy ProFlowers

    Desk Plants:  Bringing a plant to your desk will purify the air in your office to help keep it fresh.  NASA has done many studies that show that certain plants effectively rid the air of carbon monoxide, formaldehyde and benzene.  If you want a pretty, flowering plant, get gerberba daisies.   (Refer to this list for houseplants you can use.)

Here are some appalling facts about pollution and its effect on the environment:

-Each person creates an average of 4.7 pounds of waste daily!
-In 2007 alone, the amount of recycling saved the energy equivalent of 10.7 billion gallons of gasoline, thus preventing the release of carbon dioxide equivalent to 35 million cars!
-By recycling one ton of aluminum cans, we can conserve about 1,665 gallons of gasoline.
Every Year:
-Each person in the US uses about 10,000 sheets of paper
-Enough paper is thrown away to make a 12 foot wall from California to New York

Do you have any suggestions to add to this list?

DentalXChange is committed to going “green.”   In an effort to encourage practices to switch over to an Electronic Data Interchange format and do away with paper, CDA Endorsed Program DentalXChange will plant a tree in the name of each new practice that signs up for the company’s ClaimConnect product.  (read about it here).

The goal: Make practices run smoother and help the environment at the same time.

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Cut Costs, Not Trees.

Everyone is going paperless. From banks to insurance companies to dental offices, the world is turning the page on paper and diving head first into the digital age.

In an effort to encourage practices to switch over to an Electronic Data Interchange format and do away with paper, CDA Endorsed Program DentalXChange will plant a tree in the name of each new practice that signs up for any EDI product.

The goal: Make practices run smoother and help the environment at the same time.

Making the switch to a paperless practice is not as hard as one may think. Using an EDI system can help make the process easy.

DentalXChange offers a myriad of EDI solutions and products designed to help practices realize the benefits of going paperless. Products like ClaimConnect, directly link practices to insurance companies, allowing claims to be filed online – no more printing claims, stuffing envelopes and licking stamps.

DentalXChange also offers NEA Fast Attach, letting practices digitally file x-rays with their electronic claims and Patient Statements, which allows statements to be sent via e-mail and provides patients the ability to view and pay their statement online.

All DentalXChange products are designed to save paper, time, money and are all environmentally friendly.

To receive a tree, practices should sign up for any of DentalXChange’s EDI products and use it for 90 days. After the 90-day period, we will send you a certificate stating DentalXChange has planted a tree in honor of the practice. This certificate will show patients and employees of the practice that it cares about the community, the environment and is interested in making a difference in the world.

To learn more about DentalXChange’s EDI products, please call 800.576.6412 or visit www.DentalXChange.com.

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Patient Education Resources You Can’t Ignore If You Want Patients to Say “YES” To Treatment

Millions of Americans do not visit the dentist for their six month checkups, and if they miss their preventative checkups, dentists are more likely to find problems that require follow up visits and a comprehensive treatment plan.

The likelihood that your staff went through the exact same training on dental care is low.  Because of this, your dental assistant may explain certain treatment plans differently than your dental hygienist would.  Unfortunately, relaying the benefits of a treatment plan is quite possibly one of the most challenging tasks of a dental professional.

When treatment information is explained ineffectively, you risk losing the trust and patronage of your patient.  It is imperative your patient understands the procedure your practice is suggesting so that they have the knowledge to say “YES” to dental treatments.

Procedures tend to be explained differently by members of your staff, so in order to minimize confusion we encourage dental practices to invest in a patient education solution.  As a matter of fact, only 10% of what you say is retained by the patient, so sending them home with information is key.

Not only will this help teach your patients about procedures, but, playing a dental education video on cosmetic procedures in the waiting room instead of playing the latest talk show may encourage patients to ask you later about what they saw in the waiting room.

We have two solutions for you.  One, you can use our web-based $9.95/month online patient education system to share videos on a variety of topics ranging from infant care to emergency dental care.  Our online solution is extremely fast and easy to use. As an integrated part of our existing PatientConnect solutions, it can be accessed from any computer with internet access.  You can even add links to videos on your website.

Our second solution is our full chair-side application.  This application comes with over 300 illustrations and animations with over 30 of the most popular dental movies that can be played in any sequence.

It is extremely important to give your patients the knowledge to say “YES” to your dental treatment suggestions, and there is no better way than to have consistent education and training.  Click here for more information.

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DENTALXCHANGE OFFERS GUARDIAN ENHANCED ELIGIBILITY TRANSACTION SYSTEM

Updated eligibility transaction system, now live with DentalXChange, will reduce costs by lowering the volume of eligibility request phone calls

ORANGE COUNTY, Calif. – January 31, 2012 – DentalXChange, an Irvine, CA, based technology company that specializes in providing online solutions to connect dentists, patients, and insurance companies, is proud to announce that The Guardian Life Insurance Company of America (Guardian), is the latest to offer enhanced online eligibility capabilities through DentalXChange.

Guardian worked with DentalXChange to offer dentists the ability to use their online service to obtain the “Top 50 Elements,” a list published by the Uniting the Industry Forum (UIF) of the most requested pieces of information needed when verifying patient eligibility.

These enhancements will allow dentists to receive comprehensive patient plan details, eliminating the need for time-consuming calls to the call center and making the process of checking eligibility faster and easier. Using the online functionality, dental office staff can properly present expected reimbursement and co-pay information so patients can make informed dental decisions at the time of service.

“Guardian is committed to making it easy for dentists in our network to work with us and manage their patient administration, while also helping our members better understand their benefits,” says Dr. Richard Goren, 2nd Vice President and National Dental Director for Guardian. “One of the ways to meet that commitment is by providing cutting edge, easy to use online services – DentalXChange helps us to do that.”

“DentalXChange is excited that Guardian saw the added value in these enhancements” said LeAnn Eyres, DentalXChange Director of Channel Partners and former Committee Chairman of the UIF. “We are looking forward to additional insurance companies following as they see the benefits of our enhanced system.”

About DentalXChange
Since 1989 DentalXChange (DXC) a subsidiary of EDI Health Group, Inc. (EHG), has earned industry-wide acclaim and recognition for pioneering the web-based dental EDI solutions industry. Today DXC has grown to support a current client base of over 12,000 healthcare offices. Headquartered in Irvine, CA, DXC accounts for more than $4 billion in healthcare claims. Through its own clearinghouse, ClaimConnect and PatientConnect portals, the company processes nearly 20 million EDI transactions, consisting of more than 15 million healthcare claims annually.

For more information or to schedule an interview with LeAnn Eyres please contact Asef Quader at 877.932.2567 x234 or email aquader@dentalxchange.com. For any other inquiries please visit: www.DentalXChange.com

About NDEDIC and the Uniting the Industry Forum
The National Dental EDI Council (NDEDIC) is the only organization to unite all stakeholders in promoting the value and increasing the utilization of electronic commerce within the dental industry. NDEDIC provides a community portal created to facilitate the exchange of information and unite stakeholders (payers, providers, vendors and clearinghouses), advancing the value and utilization of electronic connectivity in the dental community. The Council’s forum, “Uniting the Industry” is formed of stakeholders who support the development of useable standards for EDI transactions within today’s operations.

For more information please visit: www.NDEDIC.org

About Guardian
A mutual insurer founded in 1860, The Guardian Life Insurance Company of America and its subsidiaries are committed to protecting individuals, business owners and their employees with life insurance, disability income insurance, dental insurance products, and offer funding vehicles for 401(k) plans, annuities and other financial products. Guardian operates one of the largest dental networks in the United States, and protects more than six million employees and their families at 115,000 companies. The company has approximately 5,000 employees in the United States and a network of over 3,000 financial representatives in more than 80 agencies nationwide.

For more information about Guardian, please visit: www.GuardianLife.com

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