Growth in Dentistry: A Dental Intelligence Podcast 141. Effective Patient Communication: Scripts for Collections, Cancellations, and Going Out-of-Network with Ragan Hartman of Fortune Management
Jan 27, 2026
Ragan Hartman, a dental leadership coach with 27+ years in healthcare management, shares practical communication and scripting strategies. She breaks down word choice, handling collections and insurance denials, reducing cancellations and no-shows, and messaging for going out-of-network. Short, usable scripts and timing tactics to help teams navigate tough conversations.
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How A Teen Logistics Gig Led To A Career
- Anecdote: Ragan entered dentistry at 17 after helping run logistics at a training workshop and was captivated by the business side.
- She says she isn't passionate about dentistry itself but loves transforming businesses and people, which kept her in the field.
Call Immediately When An EOB Changes
- Do call patients immediately when their insurance EOB changes an estimate to collect the balance proactively.
- Ragan recommends calling with empathy, explaining the carrier downgraded the service, then offering payment by phone, text link, or mailed statement.
Upset Comes From Changed Expectations
- Insight: Patient upset usually stems from changed expectations rather than money itself.
- Ragan emphasizes notifying patients the moment expectations change to prevent surprise and anger when they receive a bill.