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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
Performance Tracking
Built accountability systems with clear metrics and regular coaching conversations
Cultural Transformation
Established collaborative problem-solving replacing blame and conflict patterns
Role Clarity + Expectations
Mapped job complexity against individual capabilities and created systematic training for skill gaps
How We Diagnosed It
To understand what was really driving the breakdown, we used a multi-method diagnostic:
- Stakeholder interviews across front and back office
- Staff surveys to capture team sentiment
- Workflow observation in live environments
- Business performance analysis (claims, revenue, adjustments)
- Gilbert’s PROBE model to assess drivers like capacity, motivation, and environment
Frameworks Applied
Organizational Psychology Research
Team dynamics assessment and cultural transformation methodology
Gilbert's PROBE Model
Systematic performance analysis identifying capacity gaps as primary barrier
Human Performance Technology
Evidence-based intervention design addressing both individual and environmental factors
Statistical Performance Analysis
Data-driven measurement of intervention effectiveness and business impact
The methodologies and frameworks shown here are representative highlights from this engagement. Each project leverages additional diagnostics, tools, and adaptations specific to the client’s context. This summary is intended to illustrate approach, not provide a comprehensive account of all methods applied.
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 increase by plugging critical financial leaks through structured performance management systems.
Front office staff gained confidence in insurance verification and payment collection, while workflow handoffs became predictable and reliable.
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60%
Reduction in Unsecured Payments
Unsecured payments dropped 60% through clear payment collection protocols and staff training.
Real-time tracking systems provide visibility into payment status, while structured workflows eliminate payments falling through handoff cracks.
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40%
Decrease in Claims Processing Time
Faster claims processing from 40+ days to 31 days through structured workflows and accountability frameworks.
Staff developed competency in insurance requirements and coding accuracy, reducing claim rejections and administrative overhead.
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100%
Team Performance Transformation
Rebuilt trust between front and back office teams through performance management systems that replaced toxic dynamics with structured communication and shared accountability.
Weekly coaching sessions restored psychological safety and collaborative problem-solving.
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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
Explore how we’ve applied evidence-based consulting across industries, challenges, and scales.
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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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