Haven Dental Studio Redefines Patient Experience
Challenge
The team at Haven Dental Studio wanted to set their new practice apart from the competition, but found that many practice management systems (PMS) on the market limited their ability to do so.
Solution
The team found that Dentrix Ascend was the only platform that helped them move beyond a “cookie-cutter” approach.
“Henry Schein One had everything that I wanted.”
-- Dr. Naana Mensah Coleman, Owner and Founder, Haven Dental Studio
Results
Hiring based on attitude... not aptitude
With Ascend, Dr. Mensah Coleman can easily train her team in a way she couldn't with other platforms. Because of that, she's been able to build a team based on personality rather than dental experience.
“I would much rather hire someone with a great attitude, and Henry Schein can teach the aptitude part. The training is so simple, I like to call it ‘dentistry for dummies.’”
-- Dr. Naana Mensah Coleman, Owner and Founder, Haven Dental Studio
In fact, a lot of patients assume everyone on the team has been working in dentistry for years.
“Because of Henry Schein One, we're able to integrate new staff members, and people don't even notice a hiccup.”
-- Dr. Naana Mensah Coleman, Owner and Founder, Haven Dental Studio
Communication simplified with the cloud
The team loves how much easier it is to communicate with patients on Ascend – in and out of the office. With the text portal, staff can check on patients after procedures, schedule and confirm appointments, or manage emergencies. They also have far more flexibility than they would with a server-based PMS.
“Kimberly Johnson, the Chief Clinical Coordinator, and I are both moms, and we always talk about how Ascend is so family-friendly. Instead of having to come to the office to check calls, I can check Ascend periodically, and it doesn't feel as though work is encroaching on our personal time.”
-- Dr. Naana Mensah Coleman, Owner and Founder, Haven Dental Studio
Insurance verification that builds patient trust
The team's favorite tool is Eligibility Pro, especially because they often have patients who don't know their insurance or have incorrect information. Previously, they were spending hours on hold waiting to verify insurance eligibility. Now, it takes maybe five minutes per patient.
“When we verify insurance ahead of time, I can pull up the patient's treatment plan and trust that the estimate is going to be close. Patients walk away knowing exactly what they need and what to expect, and it's easier to get them scheduled back on the calendar.”
-- Dr. Naana Mensah Coleman, Owner and Founder, Haven Dental Studio
“One of the biggest reasons patients choose to switch to Haven is our transparency. We do our best to share the expected cost up front, and Eligibility Pro helps tremendously with that. Patients understand better, and we end up with happier patients.”
-- Kimberly Johnson, Chief Clinical Coordinator, Haven Dental Studio
Fewer denied claims
Detect AI has made it easy for the clinical team to break down dentistry in a way that is manageable for patients. It's also being used as a second opinion for the doctors to confirm what they're seeing on radiographs. Beyond that, though? It's minimizing their number of denied claims.
“We've had several instances where insurance will deny a claim, and we just send them the AI photo, and the claim is approved.”
-- Kimberly Johnson, Chief Clinical Coordinator, Haven Dental Studio