Dental Practice Management Tips From an Industry Expert
In our latest Beyond the Chair webinar, Adrian Leftler of My Social Practice sat down with Paula Quinn of Next Level Consultants, and let’s just say—she delivered. With over three decades of experience in the dental world (yes, she started in 1990 and jokes she was born into it), Paula brings a sharp blend of clinical know-how, leadership savvy, and business acumen to the conversation.
During the webinar, Paula broke down how she and her team help dental practices evolve at every stage, from startup to acquisition to preparing for a successful exit. What sets Next Level apart? They don’t just offer one-size-fits-all solutions. Instead, they dive deep into data, culture, and team dynamics to tailor a “comprehensive treatment plan” for the business side of your practice.
Here’s a snapshot of what Paula shared:
The First Steps: Data Tells a Story
When Paula walks into a practice, the first thing she looks at is not just production numbers. She digs into scheduling efficiency, re-care compliance, treatment acceptance, patient retention, and hygiene metrics. Using tools like Dental Intelligence, she can diagnose the practice’s health just like a dentist diagnoses a patient. After all, numbers don’t lie, but they do need context.
“Numbers tell a story. Are we improving from where we were? That’s the key.”
Culture Eats Strategy for Breakfast
But Paula doesn’t stop at numbers. She emphasized how team communication and culture are foundational. In her words, “You can have all the systems in the world, but if your culture is crap, your systems won’t work.” From DISC personality assessments to communication workshops, Paula helps practices build a team that works together—and talks to patients—with clarity and empathy.
She also shared a memorable case study: a practice with robotic front desk scripting that lacked warmth. After training them to be more conversational and authentic, the practice saw a 22% increase in patient retention in just 60 days.
The Patient Experience Is the New Battleground
When it comes to technology, Paula doesn’t believe in shiny-object syndrome. She recommends tools that solve real problems, like analytics platforms, remote billing services, insurance verification systems like eAssist, and AI-powered phone answering agents (like Annie AI from My Social Practice). She emphasized the importance of online scheduling, noting that it’s no longer optional for today’s patients, especially millennials and Gen Z.
“If I can’t schedule online or fill out forms online, I probably won’t go there. Convenience is everything.”
Leveraging Technology the Smart Way
Paula made it clear: every patient touchpoint matters. From the first phone call to the final handoff, it all impacts trust and retention. She discussed how small, intentional changes (like improving handoffs or using follow-up communication) can make a big difference in patient perception.
She also addressed the energy cost of maintaining strong patient communication. “It’s like acting,” she said. “You’ve got to be ‘on’ all day, and that takes effort. But that’s what people expect now—especially in a service-based industry like dentistry.”
“If a patient leaves without scheduling their next appointment, your handoff process failed—period.”
Consultants Aren’t Here to Blow Things Up
One of Paula’s closing points was a message to practice owners who might be hesitant to bring in outside help. Consultants like her aren’t there to fire your team or force unnecessary changes. Instead, she said, “We’re here to streamline, coach, and hold you accountable.” Just like an elite athlete needs a coach to stay at the top of their game, so does a dental practice.
Standout Quotes
“Online scheduling is a must. We’re used to Amazon and DoorDash. If you make it hard for patients to book, they’ll move on.”
“Numbers tell a story—but it’s not about perfection, it’s about progress.”
“Most problems in a practice start with communication—and that means with your team and your patients.”
“Trust and value start with the very first phone call.”
“Technology doesn’t replace your team—it amplifies them.”
Looking for More Dental Practice Management Tips?
Check out some of our latest webinars for more expert advice:
Exploring AI & The Future of Dentistry: Webinar with Ann-Marie DePalma
The Hygiene Department Revolution: From Team Engagement to Practice Profitability
How AI is Revolutionizing Dental Practices [Featuring eAssist Dental Billing]
Crush the Call Dental Coaching with Susan Leckowicz
Boost Your Practice’s Visibility with Expert Local SEO Tips [Webinar with Dentsply Sirona]
Meet the Presenters:
Paula Quinn, BSDH
Paula Quinn is an expert dental practice consultant and clinical strategist with decades of hands-on experience in every facet of dentistry—from assisting and front office admin to owning and operating her own practice in Arizona. With a Bachelor of Science in Dental Hygiene and an active hygiene license, Paula blends clinical expertise with real-world business insight to help practice owners thrive. Known for her authentic, no-fluff approach, she speaks internationally for Biolase and Invisalign and is passionate about guiding dental teams to achieve lasting growth through strategy, communication, and culture.
Adrian Lefler, CEO and Co-founder of My Social Practice
Adrian Lefler, CEO of My Social Practice, is a seasoned expert in the dental marketing industry with 14 years of experience. He is widely recognized for his engaging and informative presentations. Based in Suncrest, Utah, Adrian shares his life with his wife, four children, and a lively mix of pets. My Social Practice is a leading dental marketing company, and Adrian is passionate about helping dental professionals succeed in this dynamic field.
Frequently Asked Questions
What is the biggest mistake practices make when trying to improve the patient experience?
Trying to script everything. Authenticity wins. Over-scripting feels robotic and can actually reduce trust. Paula’s advice? Train your team to communicate warmly and listen actively.
Is practice analytics software worth it?
Yes—if you use it right. Paula relies on tools like Dental Intelligence not just for numbers, but for coaching and tracking progress. But she also warns that the data is only as good as your ability to interpret and act on it.
What’s one quick-win any practice can implement today?
Improve your handoff process. Make sure every team member understands how to clearly and warmly transition a patient through each step of their visit, from clinical to front desk and beyond.
How can I improve patient retention in my dental practice?
Start by evaluating your new patient experience, communication style, and follow-up process. Paula Quinn recommends focusing on warm, authentic interactions from the first phone call to post-op follow-ups. Tracking metrics like 18-month re-care gaps and scheduling efficiency with data analytics tools and software helps identify and fix retention leaks.
What’s the best dental software for practice analytics?
Dental Intelligence (Dental Intel) is one of the top choices among consultants and practice owners. It integrates with most practice management systems, offers real-time dashboards, and tracks KPIs like treatment acceptance, hygiene recall, and patient retention. Paula uses it with all her clients for both coaching and performance tracking.
Why aren’t my dental marketing calls converting to appointments?
According to Paula and the My Social Practice team, over 30% of dental practice phone calls go unanswered, especially after hours. Implementing a 24/7 phone answering solution—like an AI phone agent—can dramatically increase call conversions. Practices should also ensure team members are trained to always ask for the appointment during the call.
What’s the most effective way to get more Google reviews for my dental office?
Dental management practice tips always include getting more reviews. But how? You have to ask and incentivize. Paula recommends using platforms like Team Care Dental that track reviews and automate team rewards. Many practices see results by offering team bonuses for verified reviews tied to their name.
How do I reduce dental front office burnout without sacrificing patient experience?
Outsourcing or automating high-stress tasks like insurance verification, billing, and after-hours calls can reduce burnout and improve patient service. Paula’s team uses services like eAssist and remote billing to free up front desk staff for higher-value tasks like greeting patients and handling handoffs.
