The Best Practices Show with Kirk Behrendt

Are your lab costs a little too high? In this episode, Kirk Behrendt brings back Robyn Theisen, one of ACT’s amazing coaches, to continue the series on overhead and break down lab percentage. They explain what it is, how it impacts your practice, and what to do to maintain a healthy lab percentage. To learn how to lower your lab costs the smart way, listen to Episode 991 of The Best Practices Show!Learn More About Robyn:Send Robyn an email: robyn@actdental.com Follow Robyn on ACT’s Instagram: https://www.instagram.com/actdentalSend Courtney an email to learn more about ACT: courtney@actdental.com More Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 991: https://www.youtube.com/@actdental/videosLearn more about Smile Source: https://smilesource.comMain Takeaways:For a healthy lab percentage, have efficient clinical systems and a balanced case mix.Find the right lab partner. It’s one of the best relationships you're ever going to find.Evaluate and strengthen your clinical protocols to reduce lab and error costs.Track your remakes to know how it’s impacting your practice.A healthy lab overhead percentage is eight percent.Snippets:0:00 Introduction.1:22 Lab percentage, explained.2:32 How lab percentage impacts the practice.4:07 Combine dental supply costs and lab costs.6:48 Make smart decisions around lab costs.8:10 What you can do to impact this metric.8:57 How Smile Source can help your practice.9:54 ACT’s BPA.Robyn Theisen Bio:Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.

Have you ever hired someone, then regretted it six months later? In this episode, Kirk Behrendt brings back Carlie Einarson, one of ACT’s amazing coaches, to share four key types of interview questions that will help you prevent bad hires. To learn the most important step to finding the right people, listen to Episode 990 of The Best Practices Show!Learn More About Carlie:Send Carlie an email: carlie@actdental.com Follow Carlie on ACT’s Instagram: https://www.instagram.com/actdentalSend Courtney an email to learn more about ACT: courtney@actdental.com More Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 990: https://www.youtube.com/@actdental/videosJoin ACT’s BPA for Bent Ericksen’s Hiring FAQs resource: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fbent-ericksen-hiring-faq#emailMain Takeaways:If you ask the right questions, it will reveal who someone is, not just what they can do.Ask questions that are credential, technical, experience, and behavior-based.When you hire the wrong people, your practice culture will always suffer.Develop and document a hiring system — and then stick to it.Always hire people who fit your core values.Snippets:0:00 Introduction.0:57 Why this is an important topic.3:03 Four key types of interview questions: Credential-based questions.4:14 Four key types of interview questions: Technical-based questions.6:06 Four key types of interview questions: Experience-based questions.8:09 Four key types of interview questions: Behavior-based questions.14:20 Hire people for a core values fit.15:50 Build a hiring process that protects your culture.19:46 Final takeaways.22:58 Bent Ericksen & Associates.Carlie Einarson Bio:Carlie Einarson is a lead practice coach who has a passion for helping others succeed in the dental field. She loves helping to create a stable foundation for practices so both professionals and patients have a great experience every time they walk in the door!Carlie graduated from Utah College of Dental Hygiene. She has ten years of experience in the dental field, including clinical dental hygiene, front office, and leading teams.In her free time, Carlie enjoys spending quality time with loved ones, traveling, skiing, playing volleyball, and golfing.

Robyn Theisen, a dental practice coach with nearly 20 years of experience, dives deep into the power of metrics in dental practices. She emphasizes using data to guide decisions and improve case acceptance, rather than merely cutting hours. Robyn highlights vital KPIs like collections percentages and production gaps that can reveal underlying issues. The conversation also covers strategies for engaging with new patients and the importance of reappointing them into hygiene. Discover how tracking a few key metrics can transform practice performance!

Rent and equipment is a huge part of overhead. But there are other costs hidden in those categories! In this episode, Kirk Behrendt brings back Robyn Theisen, one of ACT’s amazing coaches, to continue the series on overhead and break down facilities and equipment percentage. To find out where else your money is being spent and how you can improve your overhead, listen to Episode 988 of The Best Practices Show!Learn More About Robyn:Send Robyn an email: robyn@actdental.comFollow Robyn on ACT’s Instagram: https://www.instagram.com/actdentalSend Courtney an email to learn more about ACT: courtney@actdental.comSend Gina an email to learn more about ACT: gina@actdental.comMore Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 988: https://www.youtube.com/@actdental/videosMain Takeaways:Examine your space and equipment. Are you optimizing what you currently have?Review your systems. Do you have underutilized ops or unused technology?A healthy percentage for facilities and equipment is between 7% and 8%.Appoint an equipment coordinator to manage repairs and maintenance.Schedule regular maintenance to extend the life of your equipment.Make equipment purchasing decisions based on ROI, not feelings.Snippets:0:00 Introduction.1:54 Facilities and equipment percentage, explained.2:50 How this percentage impacts your practice.3:56 What is a healthy percentage for this metric?5:27 Are you paying yourself rent?6:17 What you can do to impact this metric.9:02 ACT’s BPA.Robyn Theisen Bio:Robyn Theisen brings an entire life and legacy of dental experience to the team and every team with which she works as the daughter and sister of dentists. With almost 20 years of experience in dentistry, her roles ranged from practice management to operations at Patterson Dental to coaching teams. Robyn’s passion is empowering teams to realize that they can dramatically impact the lives of the people they serve by implementing skills and systems to remove barriers to life-changing dental treatment. She has done it for decades and does it every day with dental teams.Outside of coaching, she enjoys time with her husband, Rob, and two daughters, Emerson and Ruby. She loves traveling, music, fitness, and cheering on the Michigan State Spartans.

Do you dream of running a successful practice? Then core values aren't optional! In this episode, Kirk Behrendt brings back Heather Crockett, one of ACT’s amazing coaches, to share why core values are critical and how to do them the right way. Don't just paste your values on the walls! To learn how to keep them alive in your halls, listen to Episode 987 of The Best Practices Show!Learn More About Heather:Send Heather an email: heather@actdental.com Join Heather on Facebook: https://www.facebook.com/heather.r.crockettFollow Heather on ACT’s Instagram: https://www.instagram.com/actdentalSend Gina an email to learn more about ACT: gina@actdental.com More Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 987: https://www.youtube.com/@actdental/videosRegister to ACT’s BPA for their Identifying Your Core Values tool: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Flencioni-s-core-value-diagram#emailRegister to ACT’s BPA for their How to Bring Your Core Values Alive tool: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fhow-to-bring-your-core-values-alive-c8a389#emailRegister to ACT’s BPA for their Right People Scorecard tool: https://join.actdental.com/users/sign_in?post_login_redirect=https%3A%2F%2Fjoin.actdental.com%2Fc%2Fpractice-coaching-tools%2Fright-people-scorecard#emailWatch How Should a Company Share Its Values? | Q+A by Simon Sinek: https://www.youtube.com/watch?v=5yE541BY-1cMain Takeaways:Core values are your compass. Without them, you invite chaos to your practice.Your expectations will be clear to your team when you have core values.If your team is aligned on core values, they will start to self-manage.With core values in place, it becomes easier to provide feedback.When your values are clear, every decision becomes easier.Snippets:0:00 Introduction.1:22 Why this is an important topic.3:40 What this means from a leadership standpoint.4:53 Core values give clarity to expectations.6:30 All feelings are welcome, but all behaviors are not.12:05 Core values guide team feedback and development.17:12 Core values can resolve real practice challenges.22:21 Final thoughts.24:04 ACT’s BPA and resources.Heather Crockett Bio:Heather Crockett is a Lead Practice Coach who finds joy in not only improving practices but improving the lives of those she coaches as well. With over 20 years of combined experience in assisting, office management, and clinical dental hygiene, her awareness supports many aspects of the practice setting.Heather received her dental hygiene degree from the Utah College of Dental Hygiene in 2008. Networking in the dental community comes easy to her, and she loves to connect with like-minded colleagues on social media. Heather enjoys both attending and presenting continuing education to expand her knowledge and learn from her friends and colleagues.She enjoys hanging out with her husband, three sons, and their dog, Moki, scrolling through social media, watching football, and traveling.

Travis Wentworth, a cybersecurity expert and engineering professional from Intelligence Quest, shares invaluable insights on integrating AI into dental practices. He stresses the importance of never using sensitive data with public AI models and advises on the benefits of self-hosting versus cloud AI for security. Travis discusses practical AI applications for dental teams, predicts rapid AI adoption in practices, and emphasizes creating clear usage policies to ensure HIPAA compliance and safety for patients.

You buy cheaper cotton rolls and the cheapest gloves. But your operational overhead is still too high! In this episode, Kirk Behrendt brings back Miranda Beeson, ACT’s director of education, to continue the series on overhead and break down operations percentage. Buying cheap supplies won't help your practice! To learn about the hidden costs that are impacting your overhead, listen to Episode 985 of The Best Practices Show!Learn More About Miranda:Send Miranda an email: miranda@actdental.comFollow Miranda on ACT’s Instagram: https://www.instagram.com/actdentalSend Gina an email to learn more about ACT: gina@actdental.comMore Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 985: https://www.youtube.com/@actdental/videosLearn more about Smile Source: https://smilesource.comMain Takeaways:Your operational overhead should be around 8%.It’s not just about reducing your spending. Close your effort gap!When operational costs aren't monitored, they can slowly creep up.If possible, look into negotiating and lowering your bank or merchant fees.Regularly audit subscriptions, software, and service contracts for unused tools.Review your spending. Is everything critical for patient care and revenue support?Look for supply waste, redundant subscriptions, unmanaged vendor costs, blind spots.Snippets:0:00 Introduction.1:06 Operations percentage, explained.2:49 How this percentage impacts your practice.8:28 What you can do to impact this metric.15:15 Last thoughts.Miranda Beeson, MS, BSDH Bio:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.

Things happen, and your team will be late or absent. But when does it become a problem, and what can you do about it? In this episode, Kirk Behrendt brings back Alan Twigg, president of Bent Ericksen & Associates, to help you navigate and address chronic attendance issues that are happening in your practice. To learn how to get your team to show up for you and your patients, listen to Episode 984 of The Best Practices Show!Learn More About Alan:Give Alan a call: (800) 679-2760Send Alan an email: alan@bentericksen.com Join Bent Ericksen on Facebook: https://www.facebook.com/BentEricksenAssociatesLearn more about Bent Ericksen: https://bentericksen.comMore Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 984: https://www.youtube.com/@actdental/videosMain Takeaways:Understand your state, county, and city rules around attendance, sick leave, and PTO.When you don't address chronic attendance issues, your good employees will leave.Avoid creating policies that are too strict or rigid. They will come back to bite you.Know the requirements, limitations, and nuances around getting doctor's notes.Always document your employees’ reasons for tardies and absences.Snippets:0:00 Introduction.1:38 Alan’s background.2:26 Why this is an important topic.3:55 Mandatory sick leave, explained.6:16 Document the reason for an absence.9:46 Things to know about requiring doctor’s notes.13:00 Attendance, sick leave, and PTO policies.15:22 Categorize the reasons for absences and tardies.17:52 Let them use their time.20:34 Don't solve your team members’ problems.23:50 Your employee says they're sick, but . . .27:02 Leave of absence, explained.28:02 Being chronically late versus chronically absent.30:22 Final thoughts.31:44 More about Bent Ericksen and how to get in touch.Alan Twigg Bio:Alan Twigg is the president of Bent Ericksen & Associates. For over 10 years, he has guided thousands of clients and consultants through the ever-changing world of HR and employment compliance. He is a speaker, consultant, and author who is passionate about bringing education and peace of mind to such a confusing topic.As a strong proponent of symbiotic employer-employee relations, Alan is passionate about teamwork and positive work cultures, with an emphasis on long-term personnel retention and employment compliance, where his solutions-oriented outlook excels.

Insurance can be frustrating to figure out on your own. In this episode, Kirk Behrendt brings back Shelley DeGroff, founder of PPO Advisors, to decode some of the biggest changes in the PPO world and share two things you need to do to improve your reimbursements in the upcoming year. To stay up to date with PPO changes and prevent future revenue loss, listen to Episode 983 of The Best Practices Show!Learn More About Shelley:Send Shelley an email: shelley@ppoadvisors.com Join PPO Advisors on Facebook: https://www.facebook.com/PPOAdvisorsLLCLearn more about PPO Advisors: https://ppoadvisors.comMention this episode or visit this link to receive $500 off your analysis fee: https://learn.ppoadvisors.com/promoMore Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 983: https://www.youtube.com/@actdental/videosWatch Episode 954 with Shelley DeGroff: https://www.youtube.com/watch?v=ZjJ6cLq_k50Main Takeaways:Stay on top of your EOBs by auditing them regularly.Evaluate your master fee to ensure you're paid what you're owed.Learn what stacking order means and how it can affect your practice.Opt-outs are not automatic! Be proactive so they are processed correctly.You don't need to be 100% PPO or 100% fee-for-service. Have a healthy mix.Don't get complacent or comfortable. Understand the contracts you're agreeing to.Snippets:0:00 Introduction.1:16 Shelley’s background.2:10 A refresher on important PPO changes.7:15 Audit your EOBs regularly.10:23 Master fee, explained.17:29 Stacking order, explained.20:55 How PPO Advisors can help your practice.26:10 Final thoughts.28:24 More about PPO Advisors, their discount code, and how to get in touch.Shelley DeGroff Bio: Shelley DeGroff, founder and CEO of PPO Advisors, knows dentistry. After graduating from the University of Nebraska, she began working as a dental receptionist in a nearby dental office. After completing her certification as a dental assistant, Shelley transitioned to become a successful office manager. It was in that role that Shelley began noticing the need for PPO negotiations for her employing doctor. This experience began the business model for PPO Advisors, which has now become a nationwide industry leader.

Running a business is expensive — and a large portion goes to your team. In this episode, Kirk Behrendt brings back Miranda Beeson, ACT’s director of education, to kick off a series on overhead with team compensation percentage. They break down what it is, how it impacts your practice, and what you can do to improve your numbers. To learn how to keep team compensation in a healthy range, listen to Episode 982 of The Best Practices Show!Learn More About Miranda:Send Miranda an email: miranda@actdental.com Follow Miranda on ACT’s Instagram: https://www.instagram.com/actdentalSend Gina an email to learn more about ACT: gina@actdental.com More Helpful Links for a Better Practice & a Better Life:Subscribe to The Best Practices Show: https://the-best-practices-show.captivate.fm/listenJoin The Best Practices Association: https://www.actdental.com/bpaDownload ACT’s BPA app on the Apple App Store: https://apps.apple.com/us/app/best-practices-association/id6738960360Download ACT’s BPA app on the Google Play Store: https://play.google.com/store/apps/details?id=com.actdental.join&hl=en_USJoin ACT’s To The Top Study Club: https://www.actdental.com/tttGet The Best Practices Magazine for free: https://www.actdental.com/magazinePlease leave us a review on the podcast: https://podcasts.apple.com/us/podcast/the-best-practices-show-with-kirk-behrendt/id1223838218Episode Resources:Watch the video version of Episode 982: https://www.youtube.com/@actdental/videosMain Takeaways:Think of team compensation as an investment, not an expense.Your team compensation percentage should be between 25% and 30%.If team compensation percentage is over 30%, you are too people-dependent.Define accountabilities, processes, and responsibilities to be systems-dependent.Consider profit-sharing models or hourly plus commission so your team can earn more.Snippets:0:00 Introduction.1:06 Team compensation percentage, explained.3:53 How this metric impacts the practice.10:16 What you can do to impact this metric.16:47 ACT’s BPA.Miranda Beeson, MS, BSDH Bio:Miranda Beeson has over 25 years of clinical dental hygiene, front office, practice administration, and speaking experience. She is enthusiastic about communication and loves helping others find the power that words can bring to their patient interactions and practice dynamics. As a Lead Practice Coach, she is driven to create opportunities to find value in experiences and cultivate new approaches.Miranda graduated from Old Dominion University, and enjoys spending time with her husband, Chuck, and her children, Trent, Mallory, and Cassidy. Family time is the best time, and is often spent on a golf course, a volleyball court, or spending the day boating at the beach.