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From Operational Breakdowns to 6% Profit Growth
From revenue leakage to stable growth—how performance systems stabilized a fast-scaling dental practice.
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When Operations Collapse, Culture Cracks
A growing dental practice was drowning in operational failures. $20K monthly in uncollected treatments, $27K in claims write-offs, and 40+ day processing times. Documentation errors threatened licensure while toxic team dynamics created daily crisis management instead of patient care.
The consequences were costly.
Meanwhile, the back office grew resentful. Gossip and mistrust spread. The challenge wasn’t just operational—it was cultural.
Why Generic Management Training Failed
Generic advice couldn’t handle healthcare’s complexity. This practice needed role-specific systems built for compliance, insurance, and patient care—simultaneously.
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Embedded Human Performance Tech to Unlock Efficiency
We applied Gilbert’s PROBE model to uncover root causes and built an integrated performance management system that strengthened both individual capabilities and team dynamics.
Process Standardization
- Documented workflows for insurance verification, payment collection, and claims processing.
- Reduced variability through clear decision trees and compliance checkpoints.
Performance Tracking
- Built accountability systems with transparent metrics and weekly coaching conversations.
- Linked operational KPIs to role expectations and recognition systems.
Cultural Transformation
- Established collaborative problem-solving structures to replace blame cycles.
- Facilitated cross-team workshops to rebuild trust and communication.
Role Clarity + Capability Building
- Mapped job complexity against individual skill levels.
- Created systematic training pathways to close gaps and strengthen confidence.
From Daily Chaos to Predictable Performance
What began as missed payments and toxic dynamics became structured, accountable operations. The numbers show how stronger systems turned financial leaks into financial gains.
6%
Net Operating Income Improvement
Net Operating Income increased as financial leaks were sealed through structured workflows and performance accountability.
Front-office staff gained confidence in insurance verification and payment collection, converting uncertainty into consistent performance.
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60%
Reduction in Unsecured Payments
Unsecured payments dropped 60% after implementing clear protocols and visibility dashboards.
Real-time tracking and standardized handoffs eliminated missed collections and reduced friction between departments.
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40%
Decrease in Claims Processing Time
Claims cycle time improved from 40+ days to 31 days.
Structured workflows, accountability checkpoints, and staff training in insurance coding drove accuracy and reduced rework.
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100%
Team Performance Transformation
Rebuilt trust and collaboration between front and back offices.
Weekly coaching sessions and transparent scorecards created psychological safety and a shared performance identity.
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Beyond the Engagement
This engagement demonstrates systematic transformation of complex healthcare operations through evidence-based performance management. Created sustainable competitive advantage in local market through operational excellence and team effectiveness.
Explore More Case Studies
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Scale Without Chaos
If your business is growing fast but hitting misalignment, trust breakdowns, or operational chaos—we can help you build systems that stabilize performance and unlock growth.
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