Dental Unfiltered Episode 178- Outsourcing vs In House
Mar 24, 2026
They debate insourcing versus outsourcing for call centers, labs, and insurance processing. They weigh costs, turnover, fraud risk, and startup burdens. They describe when insourcing might pay off and how outsourcing can improve intake, verifications, and treatment acceptance. They share vendor experiences and practical trade-offs between growth and operational distractions.
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Don't Build A Call Center Unless You're Ready
- Avoid building internal call centers unless you enjoy running that business and have the bandwidth to manage high turnover and training costs.
- Andrew Vallo used Golden Goose instead and prioritizes running his dental group over creating a separate call-center business, keeping focus on growth.
Drawer Full Of Unposted Insurance Checks
- Andrew discovered $27,000 in unopened insurance checks in a drawer after an employee fell behind on posting EOBs.
- That experience prompted him to outsource insurance billing and verification to avoid revenue delays and operational risk.
Outsourcing Fixes Chronic A/R Problems
- Practices that outsource insurance A/R tend to avoid severe A/R problems because vendors have incentives to retain clients and maintain cashflow.
- Matt Brown notes 80% of practices have serious A/R issues; outsourcing brings a dedicated third-party focus that reduces that risk.