DCA Insider - December 2018

insider December 2018

Growth Patients

Service

STRONGER

Continuous Improvement

Practice Together Excellence

Communication

CLINICAL LEADERSHIP | 4

SPOTLIGHT ON NEW AFFILIATIONS | 6 A NEW GENERATION OF OPERATIONAL LEADERS | 12 TRAINING: A PATH TO EXCELLENCE | 15 HONORING OUR DCA MILITARY VETERANS | 24

A Refresh of Our Values There is an ever-growing number of Dental Service Organizations (DSOs) in the market today. All of these DSOs exist to help their affiliated practices. But few have been around as long as us and none have our passionate team members. There is only one Dental Care Alliance. Our history, people, and values make us unique and we are proud of all of them.

Starting in September, the leadership team began a process to review our corporate values. While the meaning of our current values was important, we looked to refresh the message to inspire action and better resonate with each team member. Through interactions with support team members and our practices, we established a new set of shared values that would be a meaningful representation not only of who we are already, but who we strive to be each day. The result is our refreshed values. It is these shared values that make our mission possible.

These values are a representation of what make us Dental Care Alliance. It serves as the foundation for how we make decisions, how we treat each other, and how we treat our customers. We look forward to bringing these to life every day with our actions.

We are excited to share our new values with you here and hope you find them as meaningful a guide as we do. Above all, we hope they make U-SMILE!

U-SMILE UNLEASH POTENTIAL We make our affiliated practices and team members better by allowing them to focus on, and develop, their strengths. We help to unlock growth in people and practices that wouldn’t be possible alone.

SERVE FIRST We always lookout for our customer, because when we do, the rest takes care of itself. Our customers can be our affiliated practices, other team members, or the patient. No matter the customer, they are always our first thought.

MOVE FORWARD We look for ways to grow with our partners. Our continuous drive to try new things and to learn from them enables us to improve and innovate.

IMPROVE LIVES We inspire and improve the lives of each other and those in the communities that we serve.

Our affiliated practices and support center are committed to making a difference.

LEAD TOGETHER We celebrate the differences that make our team members and affiliated practices unique.

We learn from the best of each other and grow stronger together.

EXPECT EXCELLENCE We are not average and we will not settle for average. We take pride in everything we do because everything we do supports our customers.

Table of Contents 2

CEO Message

4

Clinical Leadership

5

Partnerships: A DCA Thing

6

Spotlight on New Affiliations

10

New Affiliation Referral Bonus Program

11

Focus on Putting Our Practices First

12

A New Generation of Operational Leaders

14

Focus on Communications

15

DCA Training: A Path to Excellence

22

D.I.C.E. - DCA Information Center for Employees

23

INVISALIGN® Employee Offer

24

Honoring our DCA Military Veterans

25

Operation Gratitude

26

Dental Market Update

28

Looking Ahead to 2019

29

Employee Referral Program

30

Marketing: Driving Positive Returns

31

Marketing Online Ordering System

32

2018 Golden Nevy and Support Team Awards

33

Infrastructure & Accessibility Improvements

33

A Legal Team Working for You

34

DCA Support Directory

36

DCA Supported Practices

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CEO Message Jerry Rhodes Chief Executive Officer

Division Vice Presidents

Specifically, our Recruitment Team has

David Braddy, Midwest

markedly improved their efforts and

Joe Eckerle, Northeast

we continue to lead the industry in

Sandy Johnson, Florida

doctor retention and recruitment

André Kellogg, Southeast

figures. To that end, we have successfully hired a record number of

HAPPY HOLIDAYS! The second edition of the DCA Insider is the perpetuation of our efforts to

Regional Managers

new graduate doctors—36 as of the

Tony Belton, West Florida

printing of this publication. I’ve had

Jennifer Goodwin, Texas

the pleasure to meet several of these

Matt Brush, North Central Florida

new doctors, and am particularly

consistently communicate with you,

Clinical Directors

the DCA Family. As I mentioned in the

Lorne I. Yasbin, DMD, Maryland

first issue, our goal is to publish the

Michele Mattioli DDS, Virginia Beach

DCA Insider at least two times a year

Steve Goldstein, DDS, New Jersey

going forward. As always, I welcome content, sentiment and how we might

Communications, Patient Experience, Employee Engagement

make this important communication

Kelly Stillman, Director of Communications

your feedback and suggestions on

mechanism more meaningful to you.

I’d like to recognize Shawn Wherry,

Procurement

Kelly Stillman and Sandy Wachowski

Sabian Selmer, Director of Procurement

for their work to make this semiannual publication a reality.

Much has happened over the last six months. We have 12 new affiliations, as well as a number of new and talented team members. In addition, we have a diverse and innovative group of leaders who have joined to lead the organization in achieving our most important goals, the ”Vital Few.”

Operational Excellence Denise Arechavaleta, Director of Operational Excellence (promotion) I would also like to recognize our Hygienist of the Year, Julie Brummett from The Dental Center of Granger, and our Support Team Member of the Year, Rick Ministre from Virginia Dental Center, for the incredible service they deliver to our patients each and

RECENT DCA TEAM ADDITIONS

every day.

I’m excited about the breadth of talent

on our ”Vital Few” objectives over the last

we have integrated into the company and their respective enthusiasm for making an immediate and lasting impact on the business and the patients that we serve.

We have seen great success and progress year; but, we continue to face a myriad of

excited to have these thoughtful, new dentists join the DCA Family.

Many are already making significant contributions to the organization and are providing quality dentistry to our communities across the country.

It seems more than appropriate, as we remember the end of the World War I and the institution of Veterans Day on November 11, to recognize and thank our many team members who have given their service to our country, as well as those who continue to do so. On behalf of the nation and the entire DCA Family, thank you for your service and the sacrifices you have made in support of our great nation. We are fortunate to have you as part of the DCA family.

Finally, and always top of mind, I wanted to share some dental industry insights and trends, as well as the strategies we are developing to get ahead of the rapidly changing and highly competitive environment in the industry. As I mentioned in the last edition of the DCA Insider, the rapid development

challenges in the field.

of consumerism in healthcare, but

However, there is very good news in

accelerating. This has radically changed

several critical areas of our business.

perspectives on dentistry and the

specifically the dental industry, is

demands and preferences of patients in

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our practices. The rise of consumerism

Imagine an Apple® store—streamlined,

The potential impact on our business

creates unique challenges for the

sleek, comfortable and full of innovation,

is undeniable, and we are only in the

traditional models of patient access to

and let’s not forget, the Genius Bar—

early stages of the evolving concepts of

delivery of care.

but for clear aligners. The innovative

consumerism. As managers we must

concept promotes the Align Technology

ensure that we provide our patients

directly to consumers and offers free

the very best, quality dental service.

digital scans and promotion of what

This must be coupled with easy access

Invisalign can do to create a more

to care and a world-class patient

desirable smile. Referrals are made to

experience. This will set Dental Care

For those of you who have attended any of this year’s DCA Town Hall meetings, you have heard me share many of the associated issues that this new consumer-driven model presents. The field of dentistry is experiencing declining patient visits, particularly (and ironically) with the age groups that have the most access to dental insurance. This issue may be a result of the economics of higher deductible insurance plans, as dental services compete with a higher overall exposure of healthcare expenditures.

Regardless, this is a troubling trend. More companies and dental products are now heavily focused on going directly to the consumer. Recently in a trip to the King of Prussia Mall, outside of Philadelphia, I witnessed this very situation, when I visited the new Invisalign® store.

®

dentists promoting Invisalign in the

Alliance apart, and will be a significant

area, and in proximity to where the

part of our strategies and tasks in

prospective patient resides. This is a real,

2019. We will be presenting these new

tangible example of how the traditional

objectives and “Vital Few” over the next

patterns of access to dental care

several weeks.

®

are changing, and new technologies are increasingly focused on an approach directly to the consumer.

Thanks for all that you do, and Happy Holidays.

Additionally, there are novel, online companies such as Bid Your Smile that present a unique bidding process to patients, marrying available dental services and patient needs—a sort of eBay storefront for dental care. That one specifically centers around orthodontic care.

I want to recognize Virginia Wicke, who has served as Division Vice President for the Northeast, and is retiring at the end of 2018. Formerly, Virginia served as the Chief Operating Officer of NEDM, prior to their affiliation with the DCA Family, and has been a key member of the DCA Operations Leadership Team for several years. She was one of the first team members to patiently spend time with me, in my efforts to learn about the dental industry. She has been a valuable and important asset to DCA. I want to thank her for the many years of service and her significant contributions to the dental field and to Dental Care Alliance.

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CLINICAL LEADERSHIP OUR STRONG CLINICAL LEADERSHIP SETS DCA APART AND ENSURES BEST-IN-CLASS PATIENT CARE AND SERVICE.

Don Gallo, DMD

Marvin Becker, DDS

Edan Blumenthal, DMD

Mitch Blumenthal, DMD

Alex Cardounel, DDS

Jason Cooper, DDS

Dennis Corona, DDS

Matthew Freedman, DMD

Michael Gelbart, DDS

Steve Goldstein, DDS

Matt Haluch, DDS

Michele Mattioli, DDS

William Trey Mueller, DMD

Stephen Price, DDS

Michael Reznik, DDS

Erin Shanahan, DMD

Gene Witkin, DDS

Lorne Yasbin, DDS

Chief Clinical Officer

Clinical Director, Indiana

Clinical Director, Massachusetts & Connecticut

Clinical Director, Illinois

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Clinical Director, Maryland & Virginia

Clinical Director, Florida & Michigan

Clinical Director, Virginia

Clinical Director, Georgia

Clinical Director, Pennsylvania

Clinical Director, Florida Pediatrics & Orthodontics

Clinical Director, Central Florida

Clinical Director, Maryland

Clinical Director, Pennsylvania

Clinical Director, New York

Clinical Director, Virginia

Clinical Director, Southeast Florida

Clinical Director, New Jersey

Clinical Director, Georgia

PARTNERSHIPS:

A DCA THING Greetings DCA Family. We hope the arrival of

to our partnership efforts and because of

this second edition of the DCA Insider finds

the efforts of this team and the efforts of

you and your families healthy and well. First,

countless others to date we have welcomed

we would like to take the opportunity during

12 new brands to the DCA network:

this holiday season to express how grateful

David Pegg Chief Development Officer

we are to count ourselves among the DCA

• Argyle Dental, Florida

(Remember, Partnerships are not a

Family. Since weighing my decision to join

• Ballston Dental Arts, Virginia

Development thing, they are a DCA thing).

DCA a little over a year ago, I have been wildly impressed with the pride to support

• Buford Family Dentistry, Georgia

demonstrated by the DCA Faithful. One of

• Klar Vorhees Orthodontics, Virginia

the most important tenets of DCA’s “WHY” is

• Eckels Orthodontics, West Virginia

predicated on that very pride to support our doctors and their staffs in the delivery of a

• Taheri Dental Group, Virginia

lifetime of healthy smiles (Sound familiar?

• Birth Fletcher Orthodontics, Texas

Hint: check your Mission, Vision and Values).

• iDentity Orthodontics, Illinois

What a tremendous opportunity we have!

As some of you may have heard me say before, “Partnerships are not a Development thing, they are a DCA thing.” Without exception, all of us, whether we treat patients or not, whether we are in the field or in Sarasota, contribute in some fashion to the success of the doctors and practices we support. Believe that because it is true. The Development Team at DCA is simply the tip of the arrow of our partnership endeavors.

We are entrusted with driving relationships with doctors who are at the peak of their profession; best-in-class doctors who have spent their careers focused on delivering top quality clinical care and patient experience.

While we are humbled by the responsibility, we embrace the opportunity to perpetuate the great legacy that DCA has built over the decades. A legacy that is rooted in a pride to support our practices in their delivery of care and desire to grow.

2018 was a dynamic and busy year for DCA’s development efforts – new faces, more new faces, new approaches to partnerships, new partnerships, new geographies, etc. “Flying the airplane while we are building it”, as the saying goes (Credit Dale Hockel, think it’s an Indiana saying). We are very fortunate to have assembled the team in place today. A very strong mix of dental experience and multi-site healthcare retail. We have adopted a purpose and process driven approach

• Northside Oral Surgery, Georgia • Dr. David Bowles Jr., DDS, Florida • MadeYaSmile, Texas • Comprehensive Dental Care, Georgia We are equally excited to announce the

Another tremendous opportunity we have!

We work hard to build relationships with best-in-class doctors. However, the reality is that across our network of doctors and staff, there are more existing relationships with potential partners than we could build in a lifetime. So, we ask you to think about who would you want to welcome into this family and how can we be a resource to them? And if that referral materializes into a new partnership you are eligible to participate in the referral bonus program (Tell them what they’ve won, Bob…1% of the valuation of the practice as a bonus).

addition of five DeNovo practices (new

As you can see, it is true, partnerships are

ventures with existing doctor partners).

a DCA thing. From cradle to close, to value

• Dental Associates of Florida - Lutz Dr. Muller, Dr. Walding, Dr. Carter

creation. We all have a role in it. There is no pride of authorship. We want your involvement, that’s the way a TEAM works.

• Baystate Sturbridge Dr. Haluch • Advance Dental Care of Riverview Dr. Nguyen, Dr. Derakhshan • Towncare Dental of London Square Dr. Diaz • Town Center Dental Dr. Reznik, Dr. Witkin. Dr. Levinson

During this holiday season let us be thankful for the memories created with family and

Our pride to support our dentists and

friends. Always hide the big present behind

their practices extends well beyond the

the couch and save it for last, unless you’re

identification and consummation of a

giving luggage and then just be honest with the

partnership. Rather, it hinges on our collective ability to unlock growth and value

person and let them down easy. Let each of us

in our partnerships and demonstrate that

also be thankful for the opportunity to display

our doctors and practices are better off

our pride to support our doctors in making a

with DCA then without DCA. As such, we have made dedicated efforts to seamlessly

true difference in their patients’ lives. For it is

integrate new partnerships and architect

in giving them support that we truly receive.

value creation plans which foster enterprise-

Happy Holidays and Happy New Year to all.

wide engagement and accountability.

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SPOTLIGHT ON N Dental Care Alliance is proud to have been selected as the business partner of choice by several newly affiliated practices. The DCA family has welcomed 12 new affiliations, representing general and cosmetic dentistry, orthodontics, pediatric dentistry, oral surgery, periodontics, endodontics, and sleep apnea treatment. With these new affiliations, DCA expanded its footprint into three new states in 2018: West Virginia, Ohio, and Texas. Please join us in welcoming them to the DCA family!

Argyle Dental Center of Jacksonville, FL provides general and cosmetic dentistry, dental implants, sedation dentistry and more. They also have an on-site lab to better accommodate their patients’ needs.

Ballston Dental Arts of Arlington, VA offers general and cosmetic dentistry, dental implants, emergency dental care, Invisalign®, sleep apnea treatment and more under the care of Dr. Duke Kim and Dr. Nitin Rajput.

Buford Family Dentistry of Buford, GA is a full-service general dentistry practice providing dental implants, veneers, pediatric dentistry, endodontics, periodontics and more under the care of Dr. Sunil Mittal, Dr. Joann Soh, Dr. Ankit Patel, Dr. Michael Cohen and Dr. Kara Kramer.

TMJ treatment, surgical orthodontics and

Eckels Orthodontics joined the Dental

more. Eckels Orthodontics was recognized

Care Alliance family in June 2018. The

in 2018 as a Diamond+ Invisalign

practice has demonstrated year-over-

Provider and is highly regarded as a

year growth for the past 16 years.

top Invisalign provider in the Mid-Ohio

Since that time, they have added a

Valley. The practice is proud to offer the

new provider, Dr. Golnaz Kavand,

latest orthodontic technology including

to help expand their schedule and

accelerated treatment that stimulates

offer more flexibility to patients.

®

Led by Dr. J. Scott Eckels, Eckels Orthodontics has served the Mid-Ohio Valley for over 25 years with three office locations in Parkersburg, WV; Ripley, WV; and Marietta, OH. The practice provides many orthodontic treatment options including traditional braces, Invisalign® and Invisalign Teen®, clarity (invisible) braces,

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®

tooth movement through gentle vibration with Acceledent, 3D radiology and imaging with an iCat Cone-Beam scanner, 3D scanning with an iTERO scanner and more.

In the future, the practice plans to grow through several identified DeNovo sites and new affiliation opportunities in the area.

EW A FFILIATION S DAVID A. BOWLES, DDS

Dr. David A. Bowles, Jr., a pediatric dentist with two locations in Sarasota and Bradenton, FL, joined DCA in October 2018. He has been in practice for over 40 years, and has provided dental care to thousands of children in the Southwest Florida area.

Founder Dr. Stosich earned his Bachelor

cleft palate team, treating some of the

of Science in Biomedical Engineering from

most complex cases in the field. He is a

the University of Illinois, before earning his

published author and regularly lectures

Master of Science and Ph.D. in Biomedical

throughout the US and abroad.

Engineering from Columbia University. iDentity Orthodontics provides orthodontic patient care from two conveniently located practices in Grayslake and Kenilworth, IL. The philosophy of Dr. Michael Stosich and iDentity Orthodontics is to provide patients with a personalized, attentive and compassionate experience to achieve the smile they have always dreamed of. iDentity Orthodontics is highly respected as the orthodontic practice of choice in the greater Chicago market.

Made Ya Smile provides comprehensive general, cosmetic, and specialty dentistry at 13 locations surrounding the Houston area. They provide comprehensive dental care to patients beginning at age three.

Services provided include Invisalign®, Lumineers®, emergency dentistry, dentures, Empress® dental restorations, traditional braces, 3D imaging and more.

He earned his Doctor of Dental Medicine degree from Temple University School of Dentistry, where he also completed his residency in orthodontics and dentofacial orthopedics. He also completed a craniofacial research fellowship at Children’s Hospital of Philadelphia at the University of Pennsylvania. He is a Diplomate of the American Board of Orthodontics, and he serves as the Director of Orthodontics at the University of Chicago and Comer Children’s Hospital on the craniofacial, sleep apnea, and

Recently, Dr. Lauren Hoye joined the practice as an associate orthodontist.

After obtaining her Doctor of Dental Medicine degree from Midwestern University College of Dental Medicine, she went on to complete a three-year orthodontic residency at the University of Illinois in Chicago. In addition to her certificate in orthodontics, Dr. Hoye earned a Master of Science degree in Oral Science for her research pertaining to the accuracy of tracking orthodontic tooth movement using Dental Monitoring™ smartphone technology.

Founder Michael Kesner, DDS is a Texas

and dental practice management. He has

native and has been practicing dentistry

authored numerous articles for several

in the Sugar Land community since 1984.

national dental publications.

Dr. Kesner received his undergraduate degree with a double major in Biology and Chemistry from Houston Baptist University in 1980 and earned his Doctor of Dental Surgery degree from the University of Texas Dental Branch in Houston in 1984. Dr. Kesner lectures

The addition of Made Ya Smile offers a great opportunity to expand services and reach throughout the region. Made Ya Smile is a well-respected practice in the community with an unmatched competitive advantage.

nationally to dentists in the areas of cosmetic dentistry, Lumineers procedures

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SPOTLIGHT O N N E W A F F I L I AT I O N S Voorhees Orthodontics was named

from the University of Alabama. Dr.

by Coastal Virginia Magazine as the top

Voorhees is board certified by the

orthodontist and top orthodontist practice

American Board of Orthodontics.

for two years in a row.

Klar Voorhees Orthodontics is an orthodontic practice with five locations in the Virginia Beach, Suffolk and Chesapeake area. Drs. Neal A. Klar, Marni E. Voorhees, Patrick B. Holmes, and Sarah Pavon Groy provide orthodontic treatment including traditional braces, Invisalign® and Invisalign Teen®, Suresmile®, lingual braces, and more. The practice provides cutting edge technology including 3D scanning with iTero Element intraoral scanner and 3D imaging with iCat Cone Beam imaging system. Klar

Northside Oral Surgery serves the Dunwoody, GA and its surrounding communities with personalized, gentle, comprehensive patient care as their top

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Dr. Holmes earned his Doctor of

Dr. Klar began practicing orthodontics

Dental Surgery degree from Virginia

in 2000, having graduated from the

Commonwealth University, completed an

University of Miami, the Medical College

orthodontic fellowship at the University of

of Virginia’s School of Dentistry, and

Florida, and earned his Master of Science

the University of Detroit Mercy; the

in dentistry and orthodontic certificate

latter of which is where he received his

from the Medical University of South

orthodontic certificate and Master of

Carolina. He is board certified by the

Science degree. He is board certified by

American Board of Orthodontics as well

the American Board of Orthodontics.

as a member of the college of diplomates.

Dr. Voorhees also began practicing

Dr. Groy earned her Doctor of Medicine

orthodontics in 2000. She earned

degree in dentistry from Temple

her Doctor of Dental Surgery degree

University Kornberg School of Dentistry,

from Medical College of Virginia’s

and went on to attain a certificate in

School of Dentistry, and her Master

orthodontics and Master of Science in oral

of Science and orthodontic certificate

biology from the University of Maryland.

priority. The practice offers wisdom teeth

has been practicing for over 20 years

extractions, which for many patients can

and holds multiple degrees. He is one

be their first experience with surgery, as

of only two oral maxillofacial surgeons

well as dental implants (including Teeth

in the US who currently holds a Master

in a Day™), orthognathic surgery and

of Science degree in anesthesia and oral

more. The practice also offers platelet

surgery. He has been board certified in

right plasma therapy (PRP) which can help

oral and maxillofacial surgery since 2000.

accelerate healing, minimize swelling, and

Dr. Whitesides has published over 20

attenuate pain.

articles in peer reviewed journals and

The founder of Northside Oral Surgery, Dr. Lee “Mac” Whitesides, DMD, MMSc,

frequently lectures on many topics in oral maxillofacial surgery including dental implants, trauma, and risk management.

Orthodontics by Birth & Fletcher has

as young as 18 months) and general

University of Oklahoma’s orthodontic

dentistry. The practice was designated

program. Dr. Birth is also the author

as a Diamond+ Invisalign® provider for

of the book The Orthodontic Cure:

2018. Drs. Birth and Fletcher are also

Orthodontics Can Stop Bedwetting,

board certified by the American Board of

Cure Migraines, and Even Save Lives.

Orthodontics.

provided patients with high quality,

Dr. Cristi Fletcher earned her Bachelor of

comprehensive orthodontic care for over

Dr. Sheila Birth earned her bachelor’s

Science degree in biology from Howard

31 years. With locations in Arlington,

degree from West Texas State University,

University, earned her Doctorate of Dental

Fort Worth, Burleson and Keller, TX,

her Doctorate of Dental Surgery from

Surgery from Meharry Medical College,

the practice provides a wide range of

Baylor College of Dentistry, and her

and then completed her orthodontic

orthodontic treatment options, sleep

Master of Science degree in orthodontics

residency and Master of Science in public

apnea treatment (including patients

from University of Oklahoma. Dr. Birth

health from Howard University.

was the first female to graduate from

DCA’s newest affiliation is Comprehensive Dental Care (Patrick Toms DMD) from Gainesville, GA. The practice provides comprehensive dental care for the entire

Taheri Dental Group serves Northern Virginia and Prince William County with two locations in Woodbridge and Manassas. Led by Dr. Bruce Taheri, the Taheri Dental Group is dedicated to providing comprehensive general and

family, including cosmetic dentistry,

practice residency at the University of

pediatric dentistry, dental implants, sleep

North Carolina at Chapel Hill. Dr. Toms

apnea treatment and more. Founder,

is certified to administer IV sedation,

Dr. Patrick Toms has been in practice for

allowing him to expand the services

over 20 years and is a graduate of the

provided at the practice including

University of Georgia and The Medical

crowns, root canal therapy, wisdom teeth

College of Georgia School of Dentistry.

extractions and dental implants.

In addition, he completed a general

multi-specialty dental care for

at College Park in 1994, and then earned

their growing patient base. The

his Doctorate of Dental Surgery from New

practice offers a wide variety of

York University in 1999. Upon graduation,

dental services and procedures

Dr. Taheri entered the North Brooklyn

including general and cosmetic

Health Network and completed his

dentistry, orthodontics, endodontics,

general practice residency at Woodhull

sedation dentistry, sleep apnea treatment

Hospital in Brooklyn, NY. Having lived in

and more.

the suburbs of Washington, D.C. for most

Dr. Taheri received his Bachelor of Science from the University of Maryland

of his life, Dr. Taheri returned to Northern Virginia to further expand his career in private practice.

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NEW AFFILIATION REFERRAL BONUS PROGRAM Do you know a dentist who would benefit from affiliating with Dental Care Alliance? Maybe the dentist is looking for support to further grow his or her practice?

If so, we’d love to speak with them! As a thank you for making the connection, we’ll reward you with a monetary referral bonus once the transaction closes.

The referral bonus is up to 1% of the sale price. On a $1,000,000 transaction, that is a $10,000 bonus!

This bonus opportunity is available to ALL employees – you do not need to be a doctor to make the referral. We know that many of our team members have relationships with other dentists in their markets, and we would love to speak with other dentists to learn more about their needs and explain DCA’s flexible affiliation benefits.

Please contact David Pegg, Chief Development Officer, with any referral: DPegg@DentalCareAlliance.com

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FOCUS ON

PUTTING OUR PRACTICES FIRST As we take time with our loved ones across the

Recently, we asked several of our Regional

country, let us also take time to show our gratitude

Managers to take on a new leadership role to

and to Never Forget the service and sacrifice of

drive and focus our efforts to identify, eliminate

our military service men and women, both here at

and/or reduce work that isn’t increasing the

home and abroad. We recently celebrated Veterans

value of dentistry to our patients or team

Day and are fortunate to have many veterans in

members. Having these new Directors in place

our family at Dental Care Alliance. Personally, and

and on the front lines will ensure that we are

as the son and grandson of men who served our

able to create value and synergies with our

country, I want to express my respect and sincere

new, prospective and existing affiliations. Sue

appreciation to all of our Veterans.

Lortie, Nicole Lipp, Shawna Eury, and Eduardo

In the last edition of the DCA Insider, I shared being new to DCA, my experiences in getting to know the teams in both the Support Center and many of the dental offices that we support across the country.

Clearly, we have world-class doctors, hygienists, office staff and Support Center team members.

Dale Hockel Chief Operating Officer

Laventman have stepped up to lead this work.

Additionally, in this new role, this focused group is on point to help bring on new affiliations.

Please reach out to them with any suggestion on reducing work in the office that isn’t adding value to our doctors’ or patients’ experience.

The passion that you have for providing quality

I want to wish you and your loved ones all the best

care to our patients is undeniable. Certainly, there

this holiday season. As we wind down and 2018

is room for improvement in how we communicate

comes to a close, I can truly say I am encouraged

and support each other, to ensure that we are

by all we have accomplished over the last several

collectively providing exceptional experiences and

months. I am encouraged and excited for all that

quality care to each and every one of our patients.

2019 has in store for us!

The leadership team is working hard to ensure we have the right platform in place to accomplish this. One of the areas I would like to highlight is the current effort to better understand and identify ways we can enable the dental office staff to focus their efforts on the patient experience. Every practice wants and needs to grow, through both new and repeat patient visits; and, we recognize that inefficiencies such as unnecessary tasks or incomplete requests can take away from this critical focus. We will target and remove as many of these inefficiencies as possible, as we strive to put the practice first.

FAVORITE HOLIDAY TRADITION When I think of the holiday season, I always go back to family dinners at my Grandma’s home. Her love of Christmas and joy in bringing us all together are some of my fondest memories.

This very special time of year and occasion to come together with family and friends, while giving thanks for all that we have, is very special to me.

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A NEW GENERATION OF OPERAT DAVID BRADDY Division Vice President, Midwest Education: Undergraduate at University of Houston, graduate at University of Houston- MA, Industrial Psychology Professional experience: 19 years experience in the dentistry with DSO's and private practice consulting. DSO experience includes training and development, insurance and fee management, and operations management with 25 locations in the Houston area/110 nationwide. Thirteen years practice management consulting experience across the nation culminating in managing DCA's new affiliate consulting company, Quantum Leap- Success in Dentistry. Most recently, served as Director of Operations for the new Houston affiliate, Made Ya Smile, with 13 locations in Houston, call center and DSO support.

What excites you about joining DCA? Being part of a rapidly growing organization focused on growth while maintaining high quality care and customer service. Personally, I am excited about

FAVORITE HOLIDAY TRADITION Our family has been committed to establishing holiday traditions and we meet every holiday no matter the circumstances. To this day my son continues to experience the same traditions I grew up experiencing with grandparents, cousins, aunts and uncles every year. I enjoy seeing these traditions being continued through my family and my son's future family.

joining the professional, focused and structured leadership team to assist our staff and providers in achieving the potential and success they deserve.

JOE ECKERLE Division Vice President, Northeast Education: Undergraduate at Central Michigan University, graduate (MBA) Regis University, currently pursuing Doctorate of Business (DBA) at California Southern University Professional experience: Operations and Manufacturing leadership. Much of my career was spent in the CD / DVD Business working for Sony and Technicolor and managing customer expectations from clients such as Microsoft, Paramount Pictures and Universal Studios. I made the transition into health care 8 years ago where I had responsibility for the Northeast Divisional service and support engineering teams for TriMedx Healthcare.

What excites you about joining DCA? Unlike most new employees, I had the opportunity to “Interview� DCA. While I was working as a consultant, I quickly saw DCA as a place that I wanted to be. I had the opportunity to work with the C-Suite as well as at the dental offices and I found that the excitement and passion to grow the company and continue to improve the quality of care was the passion of everyone I worked with. I knew I needed to be a part of that!

12

FAVORITE HOLIDAY TRADITION Every Christmas Grandma and Grandpa would arrive on Christmas Eve and we ALWAYS got to open one present on Christmas Eve. We would always put cookies out for Santa and it was weird that some years my mom said we should leave him a Diet Coke and other years my dad said we should leave him a can of beer. After that, we tried to sleep but were always so excited that it was impossible. Plus, Grampa snored like a chainsaw and that made it worse. My favorite Christmas was the year we got Atari (yes, I am that old). That was the best game system ever!

TIONAL LEADERS SANDY JOHNSON Division Vice President, Florida Education: Undergraduate at Metropolitan State University, graduate at Brandman University, Normandale Community College Dental Hygiene Program Professional experience: After a career in the clinical space, I served in leadership roles with several Dental Service Organizations. In these positions, I was responsible for advocating on behalf of the dentists and hygienists that she served, as well as develop best practices to ensure revenue growth, manage risk, engage employees, increase retention, and serve as a liaison between the clinical and business support aspects of the business.

What excites you about joining DCA? I was excited to join DCA because it enabled me to use my strengths and talents to positively influence the profession of dentistry. DCA's vision, mission, and values were consistent with my own and the transparent leadership style was something that I was looking for. After many years in the DSO sector, it was refreshing to find a company that valued its employees and truly had a heart to do business in a fashion that respected each individual from the patient to the providers to the employees.

FAVORITE HOLIDAY TRADITION I come from a large Italian family and each Christmas Eve we would all get together.

The table began to get round around the corners because the family continued to grow.

I remember sitting on the stairs overlooking my family and it was soooo loud - one Italian trying to be louder than the other- and I just remember being so thankful that this family was mine.

ANDRE KELLOGG Division Vice President, Southeast Education: Undergraduate at Kent State University, graduate at Cleveland State University – MPA, Healthcare Professional experience: Led operations in Public HealthCare in Ohio, overseeing outpatient medical facilities include adult medicine, pediatrics, OBGYN, dental, lab, radiology and pharma services; transitioned into regional leadership role with the largest imaging services company in the US, with direct responsibility and oversight of $100M P&L, sales, service and support of diagnostic

FAVORITE HOLIDAY TRADITION

imaging systems, imaging centers, billing teams, DeNovo strategies, C-Suite

I am one of eight crazy Kelloggs, and we come together in one place, with all of our spouses, children and grandchildren each Thanksgiving. Before the literal stuffing, we take a few minutes to reflect on our blessings, and each member of the family shares the things for which they are thankful. This holiday season, I am thankful for the opportunity to make an immediate and lasting change in the lives and health of the patients that we serve, as I join the DCA family.

relationships and service recovery.

What excites you about joining DCA? Being part of such a dynamic organization with team members who care about the quality of service we provide to each and every patient. In addition, joining a leadership team that is driven to continue the explosive and creative growth that DCA has experienced over the last several years.

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FOCUS ON

COMMUNICATION FAVORITE HOLIDAY TRADITION A relatively new concept, experience

Kelly Stillman

Director of Communications

management (XM) is a holistic approach

It’s the most wonderful time of the year!

prioritize and optimize every experience

The spirit of the season and time shared

is a shift in our thinking, which should

with loved ones is a gift far too often

thoughtfully encourage and empower all

taken for granted. As we close out 2018

team members to be forward-thinking,

and start anew in 2019, I’m thankful

and to delight our patients at every

for the gift of new opportunities and

touchpoint throughout their journeys.

that helps organizations measure,

colleagues, and the potential of our great organization.

It’s exciting to join such a dynamic and innovative company; and, I’m grateful for the gracious welcome that all of you have shown me over the last couple of months. The last several years of my career have been focused on continuous improvement and ensuring the provision of compassionate, world-class care for patients. I’ve developed a true passion for this work.

As we aspire to become Stronger Together through new affiliations and the creation of value across the DCA Family, it’s a pivotal time for the business.

‘Improving communication at all levels of the company, promulgating our culture of service, quality and success’ is one of the Vital Few for 2019. My focus will be to instill a culture focused on the DCA experience – to develop effective and meaningful communication, create a world-class patient experience and elevate the engagement of our doctors and team members across the country.

“The Experience Gap” illustrates that 80% of companies believe that they provide a superior product or service, but only 8% of their customers agree.

80% 14

of CEOs believe they are delivering a superior experience

that we provide across the business. This

COMMUNICATION The creation of our company intranet, the DCA Insider and the recent Town Halls are a direct result of the feedback you shared during the last Team Member Engagement Survey. The underlying philosophy is simple: how we communicate with patients, providers and with each other is fundamental to building trust and satisfaction, which ultimately

As the weather started to turn cold, our Hoosier clan of family and friends would pile into cars and head to a local Christmas tree farm.

The hunt for the perfect tree, lots of love and laughter, and time spent together is a memory that is always with me during this season. Today, I live to experience that with my son Finneus, as we pick out our tree and give thanks for our many blessings throughout the holidays.

and beyond” factor. Team member engagement is a proven driver of productivity, workforce creativity, revenue growth and customer experience That’s why how we interact with and treat each patient is just as important as the quality of care they receive. We must tailor the experience to meet the unique needs of each individual.

PATIENT EXPERIENCE

drives volume and growth.

It’s critical to understand our patient

Continued focus will be apparent as

and online reviews are not enough to get

we further develop tools like as D.I.C.E.

a complete picture. Patient experience

(www.dcadice.com), with new features

management programs track every

like interactive doctor and team member

interaction and analyze the feedback data

forums, the latest department news and

to close the gap between what customers

updates, an active directory with key

expect and what experience is currently

contact information and links to DCA’s

being delivered. Using innovative

and our affiliated practices’ social media

technology and tools, we must seek a

sites. We will continue to look for ways

deeper understanding of our patients’

to better communicate with you, to

needs and how we can work together to

ensure alignment to and execution of our

deliver the best possible experience.

organization’s goals.

TEAM MEMBER ENGAGEMENT Engagement is the emotional connection team members feel with DCA and therefore the extra energy and commitment they are willing to

experience, but widely-distributed surveys

In closing, I look forward to tackling all of these opportunities with you, and encourage your suggestions on how we can become Stronger Together.

Please reach out anytime or email dcacommunications@dentalcarealliance.com.

expend. In other words, the “above

EXPERIENCE GAP

8%

of customers agree

TRAINING:

A PATH TO EXCELLENCE

The DCA Career Academy’s mission is to create,

Idea in Practice- LMS Implementation at DCA on page

promote and foster individual and organizational

20). It was essential that employees be provided with

effectiveness by offering a series of diverse

the right tools and presented with the content in

programs in support of DCA’s commitment to

the right ways in order to maximize their success.

employee development, affiliated partnerships, and organizational enrichment. We accomplish our mission by focusing on the following goals.

Don Gallo, DMD

Chief Dental Officer

Provide progressive, effective learning opportunities, continuing education, career growth and development to all DCA professionals, clinical and non-clinical.

Expedite acquisition of knowledge, skills, and abilities required for successful job

VP of Hygiene and Practice Development

and informal learning processes in order to better support individuals onboarding into the offices and to accelerate time to competence and performance.

• I mplement a “boots on the ground” approach to training. This will consists of having mentors and field trainers in various regions.

opportunities consistent with organizational goals and objectives by ensuring training is consistent and relevant to each individual job

Meet present and future organizational needs by developing learner-centric training where focus is placed on the learner, their

Director of Training & Organizational Development

•D eveloping a clear and systematic formal

methodologies.

function within the dental offices.

Marie-Line Riguad

Expand the reach of the Academy by:

performance through a variety of learning

Provide employees with career growth

Glory Grossbard, RDH

2019 Academy Goals:

Ensure alignment between organizational goals and business strategies by collaborating with other support departments to define processes and practices that employees can use to increase their performance and competencies.

Make instruction timely, using the most costeffective methods, such as “just in time” training.

Reduce organizational training costs while

experiences, work environment, performance

increasing learner retention and proficiency.

and technological fluency.

Expand on soft skills and “off the shelf”

In late 2017, the need to deploy a platform that supported the individual and organizational growth of a geographically dispersed workforce

training in order to foster employee retention, improve leadership, and aid in building a meaningful culture.

was initiated. The team applied the latest learning trends, methodologies and technologies and began its integration into a learning culture. As a result, the Learning Management System (LMS) was implemented and a series of ELearning modules were developed to support its implementation (See

15

DCA TRAINING: A PATH TO EXCELLENCE MEET THE TRAINING TEAM Marie-Line Rigaud is the Director of Training and

interactive, engaging, and effective. Yaritza also serves as a

Organizational Development at Dental Care Alliance. She

resource to help Subject Matter Experts adopt sound strategies

joined the organization in 2009. Marie-Line oversees a

for content delivery.

department of three team members. Marie-Line holds a degree in Industrial and Organizational Psychology. She is a member of Society of Industrial Psychologists (SIOP), Association for Talent Development (ATD) and International Society for Performance Improvement (ISPI). Prior to joining DCA, she worked for a wide range of companies, and has designed and implemented training/development and change leadership initiatives in various industries.

Yaritza Gonzalez, Ed.D, Instructional Systems Specialist, is involved in the development of instructor-led, eLearning, and blended learning courses. She is instrumental in researching and evaluating methodologies, technologies, and best practices to continuously support and elevate the standards of the DCA Career Academy. She designs high-quality courses that are

Cindy Mckenzie, Assistant Course Developer, is involved in the administration of the DCA Career Academy’s Learning Management platform and provides technical support necessary for training operations. Cindy also collaborates with Instructional Designers to provide course development support. Her interests in innovative technology results in her recommending various media tools and techniques that enhance presentations.

Marivel Castillo, Training Administrative Assistant and LMS Administrator, is key in providing administrative and logistic support to the Training team. This includes coordinating the dayto-day logistics and all communications with participants from enquiry to post course follow up. She ensures high quality of service delivery and responsiveness to users' needs.

THE DCA CAREER ACADEMY CURRENTLY OFFERS A VARIETY OF INNOVATIVE AND DIVERSE LEARNING OPPORTUNITIES THAT HELP BUILD CLINICAL, OPERATIONAL, BUSINESS, MANAGEMENT AND LEADERSHIP SKILLS.

CLINICAL DEVELOPMENT Clinical Development is spearheaded by Dr. Don Gallo.

Dr. Donald Gallo is the Chief Clinical Office for Dental Care Alliance. He has served as the CCO since 2011. He oversees all of the clinical operations and initiatives for DCA. Dr. Gallo

ability to work with and mentor clinical staff, while mediating situations at the office level. In 2019, Dr. Gallo will be working on various initiatives for both doctors and hygienists, to include the following:

graduated from Washington School of Dental Medicine in 1982

Doctors:

and is a member of the American Dental Association and the

• Promote the Sleep Apnea Continuing Education Program and

Florida Dental Association. He is married and is a father of two

its implementation

children, and a step-son. He previously owned 12 practices

• Assess technology demands in markets

based in California and a dental consulting firm, before joining

• Enhance and continue to facilitate the new doctor training

the Dental Support Organization industry. During nine years of consulting, he worked with the industry’s largest DSOs on hygiene productivity, case acceptance and leadership. In addition, Dr. Gallo is part of the dentist governing-board for the Association of Dental Support Organization. Dr. Gallo enjoys many aspects of his current position, however, what he enjoys the most is the

16

“Accelerating Your Success” • Institute an onboarding program for new doctors Hygienists: • Implementation of laser technology • Offering of additional adjunct therapy

NEW DOCTOR TRAINING – ACCELERATING YOUR SUCCESS Accelerating Your Success is a workshop offered to new and

This interactive workshop includes topics that enable the doctor

seasoned dentists on a quarterly basis. Through a unique two and

to add exceptional value to the practice, as well as effectively

a half day program, doctors are provided with best practices and

communicate with patients and team. In addition, the program

strategies for clinical excellence, in order to drive profitability and

aids in effectively handling patient objections with a simple

maximize success. The program is based on a model, called the

framework that puts the issue into perspective and allows for the

Practice Triangle. It emphasizes the interdependent relationship

patient to understand the value and overcome perceived barriers.

of doctors, hygienists and office manager- an essential for a successful practice.

Attendees participate in discussions, role plays and activities later used to develop a comprehensive action plan. They leave the program ready to initiate and execute strategies in order to achieve results.

THE

TRIANGLE

DOCTOR • Create value for restorative care • Retain loyal patients • Seek hygiene referrals

REGIONAL MANAGER • Encourage optimal team performance • Ensure availability of resources

DENTAL DIRECTOR • Encourage use of educational tools and resources • Encourage appropriate evaluations and treatment of disease

MANAGER

HYGIENIST

• Promote effective practice hygiene flow

• Reach full potential through education

• Provide optimal patient experience

• Promote up-to-date clinical care

• Develop efficient operations

• Build patient trust

17

DCA TRAINING: A PATH TO EXCELLENCE HYGIENE TRAINING – WORLD CLASS DENTAL HYGIENE WORKSHOP Hygiene training is spearheaded by Glory Grossbard, RDH. Glory Grossbard, RDH, is the Vice President of Hygiene and Practice Development for Dental Care Alliance. Glory is a successful hygiene professional with more than 30 years

She founded and was principal to Practice Synergistic, consulting with Dr Don Gallo. This led the path to elevating hygiene and case acceptance in many DSOs across the country. The success rate was over 30% in hygiene and 20% + on case acceptance.

of experience in many aspects of the dental field, with a

Glory also co-developed the Treatment Planning and Case

main focus on hygiene success. Glory graduated in 1981,

Acceptance workshop. This workshop identified the critical role

from MDCC Medical Campus, the first hygiene school in

of the treatment counselor. Topics include: 1) how to effectively

Miami. She was also president of hygiene at the school. She

present treatment plans, 2) the value of 3rd party financing

is married and has identical twin boys, one daughter and

options, and 3) providing an exceptional new patient experience.

two granddaughters. She enjoys family time and cooking, along with travels, theater and live concert venues.

In 2018 Glory developed a coaching program for DCA that helps mentor hygienists in their professional growth and helps them

She has trained and developed thousands of dental hygienists

reach their full potential across the organization. Currently, she

on reaching their full potential along with meeting and exceeding

has 14 coaches and will be implementing several director roles

company targets. Glory implemented the World Class Dental

in the larger regions. Her current coaches are highly motivated

Hygiene Care Program for all of DCA in 2017. The interactive

hygienists that offer optimal patient care and are very excited to

workshop includes topics that will enable the dental hygienist

support their assigned hygienists to so the same.

to add exceptional value to the practice as well as effectively communicate with patients, doctors and other member of the team. After the workshops, the hygienists are motivated, engaged and ready to change behavior for optimal patient care. To date, 320 hygienists have attended the program.

Glory is excited to be a part of the growth and optimal care model of DCA. She looks forward to making a difference to patient care along with making a difference for all hygiene teams throughout the entire organization.

MANAGEMENT DEVELOPMENT ESSENTIALS OF LEADERSHIP PROGRAM A Manager Development Program The Essentials of Leadership Program (EOL), formerly known as

Skill-building sessions present managers with real-life business

the Managers in Training Program (MIT), provides DCA managers

situations where they can identify what works and to share best

and future managers with the opportunities, resources, tools

practices to effectively deal with varied situations in the practice.

and support to ensure a successful journey into leadership. Since

Participants take part in group discussions, sharing insights

its inception in 2017, one hundred and forty (140) leaders have

with peers and gaining fresh perspectives on business issues.

successfully graduated from the program. The 12-week program

The program concludes with a one week in class session, which

is designed to advance office managers’ development through

consists of a focused period away from the office where they

interactive modules, webinars, leadership discussions, individual

are involved in a simulation. The simulation replicates real world

assessments, experiential learning activities, and networking.

business and management aspects in an interactive fashion.

Participants are able to apply learned skills in a safe setting.

18

Purpose of EOL Program: • Understand DCA’s mission, vision, core values and business strategies.

• Advocate and support team members through change.

• Initiate and sustain a team environment to maximize

• Develop and apply business acumen and analytical skills to achieve results.

productivity and engagement.

• Gain confidence in handling difficult conversations with team

• Define strategies that align practice goals to organizational goals.

members, peers and senior management.

• Empower staff through effective delegation, feedback and

• Examine the behaviors and traits of effective managers and leaders.

accountability measures.

• Understand the legal aspects of managing talent.

• Gain insight on personal leadership strengths and weaknesses through a series of assessments.

• Expand professional network and collaborate with support team and other managers across the company.

Program Topics LEADERSHIP

HR

BUSINESS

OPERATIONAL SUPPORT

Your Leadership Journey: An Introduction to Leadership at DCA

HR & the Law

4 Disciplines of Execution & Understanding Key Performance Indicators

Intro to Marketing Strategies

Critical Thinking for Effective Decision-Making

FMLA Compliance for Managers

DCA Business Improvement Systems / (DBIS)

Introduction to the Central Business Office (CBO)

Motivating & Building a Dynamic Team

Hiring for Success: Behavioral Interviewing Techniques

Finance for Non-FInancial Professionals

Facilities: How we Support your Practice

Mastering Productivity and Time Management

Managing Performance

Business Reporting and Analysis

Communication Excellence: Key to Successful Management

Coaching & Developing Talent

Budgeting for Managers

Inspiring Leadership through Emotional Intelligence

Introduction to Recruitment Strategies

Leading Change Effectively

Enrolling in the EOL Program Who is eligible to participate in the Essentials of Leadership program?

Any full time DCA employee who currently holds a leadership role, or employees with the potential to step into a leadership role.

How do I enroll in the program?

To participate in the program, you must be selected by your office manager and/or Regional Manager.

How do I make a recommendation for participation in the program?

As a manager, you may nominate your direct report by first contacting your Regional Manager and discussing the qualities and reasons for selecting this employee for the program.

Selections may then be submitted to the training department.

How long does it take to complete the program?

The program lasts 12 weeks and includes a blend of interactive modules, webinars, leadership discussions, individual assessments, experiential learning activities, and instructor-led training.

19

DCA TRAINING: A PATH TO EXCELLENCE IDEA IN PRACTICE LMS IMPLEMENTATION AT DENTAL CARE ALLIANCE • Consistent – Consistency among modules enhances training

What is a Learning Management System (LMS)?

A Learning Management System (LMS) is a system used by DCA

program continuity and ensures that there is a consistency

to administer, document, track, report and deliver a variety of

throughout our organization.

training courses for new hires. The LMS contains a series of

• Short and focused – eLearning modules target the

online courses, and also supports a range of other uses such

topics and skills that are needed to enhance job

as the registration and management of classroom programs.

performance. Courses are chunked into small “digestible”

The LMS helps employees complete their required courses with greater ease and flexibility. The system is available 24/7 and can be accessed using any desktop computer, mobile phone or tablet.

modules, where focus is placed on one topic at a time.

Typical length of courses are 30-45 minutes.

• Interactive – Questions are asked throughout the eLearning

What are the Benefits of having a LMS?

modules to enhance retention and increase confidence.

• Easily accessible – The system is available 24/7 and can be accessed using any desktop computer, mobile phone or tablet.

• Scalable – Employees are able to be trained all at once, no matter how large or geographically dispersed they may be.

• Flexible – Self-paced training allows employees to start and stop the eLearning modules at their convenience, based on

Retention of knowledge is checked via scenario-based test questions. Feedback is provided to learners immediately in real-time during course completion.

• Comprehensive – There are currently 18 eLearning courses available. Courses are in constant development as needs are identified.

office schedule. System allows users to leave course at any point in time and resume training at the same place they previously left off.

2018 LMS HIGHLIGHTS

456 NEW HIRES TRAINED 306 Compliance Trainings Completed

20

170 Dental Assistants Trained

57

Hygienist Trained

7

Office Managers Trained

65%

91%

COMPLETION RATE IN 2018

SATISFACTION RATE OF E-LEARNING COURSES

111 Patient Service Representatives Trained

Q&A How does the LMS work?

New hires from the dental offices (clinical and non-clinical, except Doctors) are automatically uploaded into the DCA Career Academy LMS nightly from Kronos. All new hires are assigned the Compliance Learning Path, which consists of: OSHA, Waste Management, HIPAA, and Code of Conduct.

They have 10 days to complete these courses. In addition, they are assigned a specific training curriculum based on their job role. New hires have 45 days to complete their job specific learning path. Notifications and reminders of assigned course are sent to the new hire’s email entered provided in Kronos. The email notification includes instructions on logging into the system, as well as a step-by-step guide.

How does this benefit employees?

Courses provided on the DCA Career Academy are intended to support the in-office training being provided at the dental office. This helps employees to learn the basics of their job at their own pace.

What courses are available on the DCA Career Academy?

Available Courses (E-Learning & Video-based) • Code of Conduct • Front Desk Basics • CPS • DentRite • Denticon • Phone Rover • HIPAA • Introduction to Dentistry • Introduction to Financials • Kronos Employee • New Hire Orientation • Waste Management • OSHA • Fundamentals of Dental Insurance • QSI • Kronos Manager

How does this benefit Office Managers?

Office managers will be able to monitor those who are being trained and provide training to those who require supplemental training. Managers are able to pull reports in order to confirm compliance to required office trainings.

21

As DCA has grown, ensuring consistent communication throughout the organization has been a challenge at times. Deficiencies in this area were confirmed by the feedback received from the recent employee engagement survey. In response to this need, we have created our intranet, D.I.C.E – DCA’s Information Center for Employees.

DCA is committed to continuously assessing and improving our support systems; and, D.I.C.E. answers an important need to keep all levels of the organization connected and accessible. Your feedback is crucial as we continue to develop robust and efficient solutions to meet the needs of our team members and partners.

D.I.C.E. was built to serve as our centralized hub for all company news, announcements and communications. You’ll find key support department sections, with enhancements scheduled to be released in the first quarter, including answers to frequently asked questions, quick links to important forms and easy-to-use help request options. A calendar of upcoming events, the latest company newsfeeds and team directories are also easily accessible through the site.

Team member and Doctor forums will also be launched soon, providing additional opportunities to collaborate and engage with others across the organization. The site will continue to evolve over time with information and enhancements added regularly.

22

W W W . D C A D I C E . C O M ALL CURRENT EMPLOYEES WITH INDIVIDUAL EMAIL ADDRESSES ON FILE WILL BE ABLE TO ACCESS D.I.C.E. FROM ANY COMPUTER OR MOBILE DEVICE. YOU CAN QUICKLY ACCESS THE SITE AT WWW.DCADICE .COM. IF YOU HAVE TROUBLE ACCESSING THE SITE, OR HAVE ANY QUESTIONS, PLEASE EMAIL DICE@DENTALCAREALLIANCE.COM FOR ASSISTANCE.

Innovation that will leave you grinning.

LIMITED TIME OFFER exclusively for all

DCA EMPLOYEES

695

$

Discounted Lab Fee Treatment must be Clincheck approved by 12/31/18.

23

Honoring our

DCA MILITARY VETERANS Dr. Melanie Allgeyer Dental Assoc. of Northern Virginia AIR FORCE

Dr. Paul Harris Dental Assoc. of Northern Virginia AIR FORCE

Trista Anderson Office Manager Maple Shade Dental of Peoria NAVY

Dr. Jesse Lee Konikoff Dental Associates NAVY

Lynn Baker Konikoff Dental Associates Chesapeake NAVY Dr. Amanda Braun The Dental Center of Plymouth AIR FORCE Stephanie Bullock Virginia Dental Center NAVY

NEVER F ORG ET

Milton Burgess Dental Assistant Dental One Associates of Cross Keys ARMY

24

Dr. Navneet Chhatwal Dental One Associates at Belair CAPTAIN INDIAN ARMY DENTAL CORPS) Dr. Richard Cohen The Dental Center South Bend (Pedo) ARMY Dr. Peter Colella Konikoff Dental Associates NAVY CAPTAIN (RETIRED) Dr. Scott Dudley Elite Dental Center AIR FORCE Kacy Gamache Hygienist Konikoff Dental AssociatesLynnhaven AIR FORCE Dr. Larry Grant Drs. Grant & Conger AIR FORCE Jim Greenamyer Virginia Dental Center NAVY

Dr. John Longley Dental One Associates - Westminster ARMY RESERVES Dr. Ivetta Maclin Konikoff Dental Associates General Booth NAVY Rebecca Nukes Collections Department Manager The Dental Center South Bend (Pedo) MARINES Dr. Marilyn Palacios Advanced Dental Care of Shady Road RESERVES Jessica Peau Premier Dental Alliance Chantilly NAVY Dr. Michael Polifko Polifko & Dvorak NAVY RESERVES DENTAL CORP (RETIRED) Dr. Nicole Reddout Konikoff Dental Associates NAVY LT COMMANDER (ACTIVE DUTY) Dr. Mark Reichley Konikoff Dental Associates Chesapeake NAVY Stacy Robinson Hygienist Manager Konikoff Dental AssociatesLynnhaven NAVY Dr John Ruggieri Dental Solutions AIR FORCE Dr. Raymond Young Dental One Associates - Springfield CAPTAIN, US ARMY DENTAL CORPS

Operation Gratitude is an organization that annually sends 200,000+ care packages filled with candy and other items to deployed troops, first responders, veterans and wounded heroes.

WE ARE PROUD TO SUPPORT OPERATION GRATITUDE ­— OVER THE LAST SIX YEARS, DCA-AFFILIATED PRACTICES HAVE COLLECTED AND DONATED 36,000 POUNDS OF CANDY TO OUR TROOPS!

25

Dental Market Update Trend #1: Consumerism This continues to be the biggest trend impacting dentistry and

James Nick

all of healthcare. Healthcare must modernize the consumer experience to give more power to consumers to make decisions

Chief Revenue Officer

and choices in their healthcare journey. This is what consumerism is all about, and there aren’t any industries that are immune to it. To be clear – this doesn’t commoditize the service provided

In the last version of DCA Insider, I shared my initial

– it helps make it better and encourages use of those services

observations and excitement about our opportunity

by meeting the consumer where they are. The dental offices

to grow within our existing locations. Update: I’m still

that embrace consumerism will be at a distinct advantage in

excited! For the month of June, at the time of our last

the competition for patients. If you don’t believe me, Google

DCA Insider, our “same store” growth rate over last year

“dental care startup” and you will find no shortage of new market

was 0.2%. In October, our “same store” growth was 3.9%!

entrants that have been found to focus on the dental consumer.

Everyone has contributed to this improved growth rate, so

One specific example of this phenomenon is online scheduling

kudos to you for your contribution!

of healthcare appointments. I do not mean this as requesting an appointment online (that’s not enough in the era of consumerism);

The push for growth is constant and the thought of

I mean this as allowing a prospective patient to schedule their own

how I can help the company grow keeps me energized

appointment directly into the schedule.

each day. Growth is fun to talk about! I hope you feel

We’ve started to roll this out across many of our affiliated practices,

this energy, too! In order to chart our course for further

and while we are still learning, we’ve had some good initial success.

growth, we always stay in tune with what’s happening in

In the first couple of months in our pilot offices, we’ve had over 700

the market. I’d like to share what we consider to be some

new patient appointments completed that were made online. We

of the top trends impacting the industry.

expect this to be a huge benefit to our practices as we work to roll it out across the rest of the DCA network in 2019.

PERCENTAGE OF POPULATION WHO VISITED A GENERAL DENTIST IN THE PAST 12 MONTHS CHILDREN

ADULTS

SENIORS

50%

48.5%

45%

43.7%

40%

36.0% 35%

30%

26

2000

2001

2002

2003

2004

2005

2006

2007

2008

2009

2010

2011

2012

2013

2014

2015

Trend #2: Shifting Dental Usage For several years now, usage of dental services has been changing (graph below from ADA Health Policy Institute). It is encouraging to see the increase in utilization among children and seniors. While the Affordable Care Act and the expansion of Medicaid have increased visits among children, seniors are largely going in increasing numbers even without insurance policies (traditional Medicare does not cover dental services). The decline in usage over the last several years has been coming almost exclusively from working age adults. And it’s no coincidence, this is the segment of the population where consumerism matters the most. As consumerism grows, we will be able to better engage

DCA HAS SEVERAL PRACTICES TREATING SLEEP DISORDERS SUCH AS SNORING AND OBSTRUCTIVE SLEEP APNEA. IF YOUR OFFICE WOULD

with this segment of the population.

BE INTERESTED IN GETTING

The good news is dental offices across the country are starting

INVOLVED, PLEASE CONTACT

to become busier. In fact, while still not back to historical norms, the average wait time to get a dental appointment has increased every year since 2012 (ADA HPI).

JAMES NICK.

Trend #3: Changing Reimbursements Reimbursements from insurance companies continue to decline across the dental sector. While we have done better than most to manage these plan reimbursements, challenges remain. In fact, the average private practice dentist saw declines in overall insurance reimbursements, and expects further declines next year (Morgan Stanley).

This is why it’s so important for us to embrace consumerism, stay on top of emerging technologies, and develop membership plans like DentRite. If we can attract consumers regardless of plan participation, we can diversify our patient base and position ourselves for success even with a changing market.

If you have any thoughts on these market trends, or others you’ve observed, I’d love to hear from you. Contact me anytime with observations or insights impacting our business, and we can have fun talking about ways! jnick@dentalcarealliance.com

FOR ANY QUESTIONS RELATED TO FEE SCHEDULE ISSUES OR MANAGEMENT, PLEASE EMAIL FEESCHEDULES@DENTALCAREALLIANCE.COM. THE NEW STRUCTURE SHOULD HELP RESOLVE ISSUES FASTER AND MORE DIRECTLY FOR THE OFFICES.

27

HR: LOOKING AHEAD TO 2019 Human Resources is actively working toward making improvements to serve you better. In 2018, Human Resources incorporated welcome emails for all newly hired employees, dedicated HR Coordinators, TEXTHR, and a dedicated benefits line that rings directly to the HR Department.

In the first quarter of 2019, we will be launching a new hire benefits

Steve Duval

VP of Human Resources

video filled with important information for helping employees choose the medical plan that best suits their healthcare needs. In addition, we will be incorporating an “Applicant Benefit Portal”. Candidates considering a career with Dental Care Alliance will be provided access to a benefits portal that will outline the competitive benefits DCA has to offer.

The holidays are my favorite time of year. It’s when people’s hearts are filled with family and friends, time honored traditions, and quiet moments of reflection. The HR, Recruiting, and Payroll teams wish you and yours a fantastic holiday and a New Year filled with personal and professional growth. It is our sincere hope that you have an opportunity to gather with those closest to you and enjoy what the season has to offer.

WANT TO STAY IN TOUCH? JOIN US IN TEXTHR – A NEW FORMAT FOR THE SARASOTA SUPPORT CAMPUS TO COMMUNICATE WITH EMPLOYEES. GET THE LATEST COMPANY UPDATES, OFFICE CLOSURES DUE TO INCLEMENT WEATHER, OR A REMINDER ABOUT BENEFIT ELECTIONS. HAVE A QUESTION? JOIN TEXTHR AND YOU CAN GET YOUR QUESTIONS CONVENIENTLY ANSWERED VIA TEXT. SIMPLY EMAIL TRACY PHAM (TPHAM@DENTALCAREALLIANCE.COM) OR MEGHAN ANDERSON (MANDERSON@DENTALCAREALLIANCE.COM) TO JOIN.

QUESTION ABOUT YOUR BENEFITS THE HR DEPARTMENT HAS TRANSITIONED THE BENEFITS HELP LINE FROM THE BSWIFT CENTER TO THE SUPPORT CENTER HR DEPARTMENT. SIMPLY CALL 941-359-8692 AND SPEAK DIRECTLY TO A MEMBER OF THE HR DEPARTMENT. WE ARE HERE TO HELP!

28

EMPLOYEE

REFERRAL PROGRAM Did you know that Dental Care Alliance has paid $86,250 in Employee Referral Bonuses this year (January-November 2018)?!?! That’s a lot of cash up for grabs!

As a DCA team member you know the company and your office/department best.

If you refer other top talent to join the DCA family, and they list you as the referral and complete their 90-day probationary period, you get paid!

How much is the bonus?

Check out the chart below.

Level

Position

Full-time Bonus

Part-time Bonus

I

Dentist

$2,000

$1,000

II

Hygienist

$1,000

$500

III

Manager (Office and/or Department), Certified Dental Assistant, Accountant

$750

$375

IV

All Other Positions

$500

$250

Special incentives for select areas and/or positions could be higher.

29

MARKETING: DRIVING POSITIVE RETURNS As your marketing

mail, radio and print. We are currently

Those details are considered in all

team, we strive to

assessing our marketing mix and spend

strategic planning discussions. We love

make data-driven

allocations for each supported practice in

to hear your feedback too! Please don’t

decisions to spend

order to make change recommendations

hesitate to contact DCA Marketing with

our available

for improved performance and better

your input, suggestions or ideas for

marketing dollars

returns in 2019.

marketing opportunities in your area.

We do understand that all practices are

Cheers to an exciting & successful

unique, and each market is different.

New Year!

as efficiently and effectively

Shawn Wherry VP of Marketing

as possible. I am

pleased to report that, from JanuaryOctober 2018, we have collected $6 for every $1 spent through our digital marketing campaigns. More than $27,000,000 in revenue has been collected from 2018 new patients who

Digital Marketing New Patient Revenue

Digital Marketing Ratio Per $1 Invested

Digital Marketing Rate of Return

$27,780,032

$6

521%

Traditional Marketing New Patient Revenue

Traditional Marketing Ratio Per $1 Invested

Traditional Marketing Rate of Return

$4,818,990

$3

169.1%

found our practices by way of our digital marketing.

That same rate of return is not being realized consistently through other marketing channels such as direct

Sharing Successes

DENTAL IMPLANT PATIENT EDUCATION SEMINAR

30

Special thanks to Dr. Riberio, Dr. Sosa, and the entire team at Dental Specialty Center at Baptist, FL, for making this event such a success!

$6K MARKETING INVESTMENT Six weeks of promotions prior to the event, targeting dental implant patient demographics through tactics including mailing postcards, print ads, newspaper inserts, Facebook promotions, and existing patient emails.

$57K REVENUE GENERATED

88 leads generated 61 phone calls 27 conversion page form submissions 30 RSVPs - 100% attended. 16 patients completed consultations at the event and 4 of those patients accepted treatment worth $57K. Additional patients booked future appointments.

A SMARTER WAY:

Introducing DCA Marketing's Easy Online Ordering System A more efficient online method for ordering printed products such as appointment cards will be launched in early 2019. The marketing department is teaming up with a company called SmartPractice, which gives individual offices the ability to order what you need, when you need it—all in a single, cost-effective, easy-to-use website!

DCA's Ordering Smart Online Portal There are a couple different ways to navigate through the process of ordering products—by brand or by office location. Select the product you wish to order, enter the quantity then type in information such as names, titles and phone numbers. Each office will receive sign-in information that will take you to your personalization page where you can review, request help with the design, or approve for printing. The location page also includes a short video to walk you

• Office Pads

If your office requires a product that isn't

• Presentation Folders

available through the portal, feel free to

• Note Cards

contact DCA Marketing at DCAMarketing@

• Stickers

dentalcarealliance.com.

Customizable Products Offices will also be able to order various products with their brand information imprinted on them, including: • Supply Bags • Google Review Cards • Folding Business Cards • Promotional Calendars

through the ordering process.

• Sticker Appointment Cards

Standard Products

• Take Home Whitening Kits

• Business Cards • Appointment Cards • Envelopes • Letterhead

• Tooth Die-Cut Magnets • Review Postcards • Brochures • Postcards and Laser Cards • Note Cards

COMING JANUARY 2019 31

2018 GOLDEN NEVY AND SUPPORT TEAM AWARDS Please join us in congratulating two outstanding members of the DCA family: Julie Brummett and Rick Ministre. Both of these individuals go above expectations and it doesn’t go unnoticed by their teams. Our award winners received a trip for two to Chicago, including a two-night hotel stay, airfare for two, a VIP tour of HuFriedy’s manufacturing plant and a $500 Visa gift card for expenses!”

2018 DCA Golden Nevi Award Hygienist of the Year

JULIE BRUMMETT The Dental Center | Granger, IN Julie is sincerely so passionate about her patients and their ultimate oral care. She supports her colleagues as well as our company. She is an incredible team player with a smile and such a positive attitude.

2018 DCA Support Team Member of the Year

RICK MINISTRE Virginia Dental Center | Arlington, VA Rick exemplifies leading by example with a commitment to providing quality care to patients with a high individual standard for all work responsibilities. He is the assistant team lead and is invested in having his team perform and contribute to the success of Virginia Dental Center.

32

IT: INFRASTRUCTURE &

ACCESSIBILITY IMPROVEMENTS

Richard Capilla

Chief Information Officer

2018 has been a

hours. We have dedicated resources

QSI, and we encourage you to take

year dedicated

to support our M&A team and have

advantage of these resources.

to improving

assisted in implementing tools like online

and securing our

appointments. We have improved our

infrastructure,

infrastructure and replaced equipment

providing our

in the office to increase performance and

employees with

uptime of systems like Denticon and QSI,

more access

and we are working to decrease the time

to training and

it takes to resolve associated issues.

supporting our affiliated offices.

For training, we have developed selfguided training modules for Denticon,

In support of our “Vital Few” initiatives,

which are on the LMS to help with

we have expanded our hours in the

onboarding new employees. We

helpdesk from 7am-6pm and established

have recurring monthly web training

after hours and weekend coverage

for employees who want or need

for emergencies during extended

additional training in Denticon or

We have established e-mail addresses for our providers so that they can communicate with their patients in a way that is HIPAA compliant and secure.

As we look to 2019, we will continue to convert QSI offices to Denticon to standardize our practice management. We will continue to reduce the time it takes to resolve issues and work on providing a secure environment for our practices, our employees and our patients. Your feedback and input is always welcomed and appreciated as we want to help you succeed in 2019.

A LEGAL TEAM WORKING FOR YOU In 2012 I joined

partner, we must be good listeners and

our legal team will continue to be at the

DCA as the

be adept at solving complex issues.

center of what’s happening at DCA.

Our legal department’s approach is very

The time of year is fast approaching where

team-centric, a requirement given the

many of us spend time with family and

tall order we must fulfill each day. We

friends over the holidays, reflect on the

help our internal clients achieve their

past year and look ahead to the coming

objectives while continuing to strengthen

year. I feel privileged to be surrounded

our organization’s vision.

by so many passionate employees and

company’s first internal General Counsel, and it has been my job to lead a talented

David Quigley General Counsel

legal team capable of performing in an evolving growth

environment. Our Associate General Counsel, Jessica Savidge, and Legal Assistant, Claudia Rubio, also help carry out initiatives and deliver first class legal services on a daily basis.

Key to serving the business is understanding it, and our legal department is tasked with the knowledge to advise and facilitate our organization’s growth strategy.

To function as a strategic business

DCA’s legal department handles corporate transactions, governance, employment, compliance, litigation management and other areas—and we need to be prepared to handle many matters on a daily basis.

dental professionals who support DCA’s mission, vision and values. Thank you to all of our internal clients - may you all have a wonderful holiday season and a happy and healthy New Year!

Currently, the legal function is focused on providing superior value to its internal clients. This is accomplished by being sought after partners, managing costs, effectively handling transactions and litigation, and developing expertise in growth areas. By doing these things well,

33

DCA Support Directory Sarasota Support Center | 6240 Lake Osprey Drive | Sarasota, FL 34240 | Main: (941) 955-3150 | Fax: (941) 388-6989 We are here to help you. Feel free to contact any member of the DCA Support Team below with questions or needs.

Full Name

Ext

Title

Full Name

Ext

Title

Full Name James Nick

001095

Chief Revenue Officer (920) 265-4362

Jamie Heister

007295

IT Operations Specialist

Jeanne Cook

007230

VP of Operations (941) 809-3500

Aaron D'Amico

002300

Insurance Coordinator

Claudine Walters

007238

Assistant Accounting Manager

Alberto Suarez

—

Contact Center Coordinator

Colleen Edel

007254

HR Coordinator

Alex Bardenhagen

—

Sr. Contact Center Coordinator

Corinne Savory

005007

Employment Coordinator

Senior Data Analyst

Cory Ramos

002405

Helpdesk Representative II (941) 374-5122

Craig Marten

001055

Project Manager (R/E Operations) (941) 780-0381

Craig Murray

007555

VP of Real Estate & Strategic Initiatives (857) 272-5156

Jeff Dreels

Alex Pallares

007275

Alice Ricciardi

—

Insurance Coordinator

Ext

Title

Jeanne Johnston

—

Insurance Coordinator

Jeannine Long

—

Insurance Coordinator

007271

Employment Manager (941) 809-5245

Amanda Newberry

002308

Lead Insurance Coordinator

Amanda Stevens

003085

Doctor Administrator

Amy Boulris

—

Insurance Coordinator

Annette Foster

—

Contact Center Coordinator

Cristin McCrone

002320

Insurance Coordinator

Jenay Harvey

—

Sr. Contact Center Coordinator

Crystal Chouinard

007279

Delegated Credentialing Coordinator

Jenifer Woods

—

Asst. Training Coordinator (Contact Center)

Dale Hockel

007558

Chief Operations Officer (317) 292-4044

Jennifer Burge

—

Insurance Coordinator

Anthony Gallant

001099

Digital Marketing Director

Arny Johnson

007296

Insurance Coordinator

Ashley Taylor

001096

HR Coordinator

Autumn Rogers

007173

IT Data Entry Clerk

Danny Burke

007291

VP of Tax

Insurance Coordinator

David Neal

007560

Doctor Recruiter

David Nichols

007542

Azure Larsen

—

Barry Ames

007544

Berenice Quintero Hernandez

—

Contact Center Coordinator

Beth Weitzel

007256

Accounts Payable Coordinator

Betsy Layhew

001047

HR Specialist

Betty Barnhart

007226

VP of Finance (941) 504-8021

Betty Guarino

—

Administrative Director - Northeast (Evolve Ext. 60001) (973) 634-6277

Betty Munoz

001064

Staff Accountant

Beverly Herrington

007252

Staff Accountant

Bob Metelko

001093

Bobbi Coil

David Pegg David Quigley

Jennifer McGurn

009103

Sr. Support Specialist (Contact Ctr. Training)

VP of Revenue Cycle

Jerry Rhodes

007557

Board Member (941) 809-5940

Chief Executive Officer (484) 678-7466

Jessica Savidge

007196

Associate General Counsel

—

Chief Development Officer (610) 304-5029

Jocelyn Whatmough

007231

Accounts Payable Coordinator

007552

General Counsel & Compliance Officer

Jody Crofton

007241

IT Financial Analyst

Joel Olivio

002418

IT Technical Services Director (941) 348-9161

John Mundrean

002306

Staff Accountant

David Smith

001107

Digital Marketing Specialist

Debbi Rassel

007272

DentRite Customer Service Supervisor

Debbie Wise

007237

Executive Assistant (J. Rhodes, D. Hockel & M. Olan)

Staff Accountant

Dena Antunes

002318

Insurance Coordinator

002304

Lead Insurance Coordinator

Donel Petrin

007547

Bonnie Hick

002301

CBO Manager

Sr. IT Operations Specialist (941) 504-4124

Brian Hill

002403

IT Projects Specialist (941) 400-2309

Brian Nicoletti

003102

Facilities Coordinator

Britney Burnett

002309

Claims Specialist

Brittany Bellina

—

C.J. Nocella

002409

Insurance Coordinator Jr. Systems Administrator (386) 986-0451

Dr. Craig Abramowitz Eddie Parmenter Edna Kittendorf Elizabeth Ramsey Ellen Peacock Eric Trusing

— 009201 002325 007282 007225 001083 001089

Caitlin Roe

009211

Collections Clerk

Erica Woolard

Carla Nesta

007257

HR Coordinator

Erin Widener

Caroline Ramsdell

001103

Staff Accountant

Erwin Goodwin

007290

Office Manager & Administrative Assistant (Russell Allen)

Ester Houlihan

—

Gabriela Franco Gary Martin

Caryn Ackerman

007247

Catherine Blasko

002401

Executive Assistant (Dr. Matzkin)

Charlie Bragg

002411

Helpdesk Representative I

Chelsea Thompson

007309

Accounts Payable Coordinator

Glory Grossbard Grady Wilson

—

Executive Vice Chairman (201) 303-5648 Contact Center Assistant Manager Accounts Payable Coordinator Insurance Data Entry Clerk Sr. Professional Recruiter Regional Marketing Coordinator Sr. Marketing Coordinator Insurance Coordinator

Joni Schaum

007274

Financial Planning & Analysis Manager

Joshua Wireman

002412

Helpdesk Representative I

Juergen Mohr

007236

Sr. Staff Accountant

Julian Wilder

002406

Network/Telecom Analyst (941) 376-3746

Kandy Butler

—

Karen Harper

001063

Marketing Operations Specialist

Kasey Kelley

005006

Sr. Professional Recruiter

Kayla Browning

007286

Credentialing Specialist

—

Insurance Coordinator

Kelli Hopper Kelly McCormick

Kelly Terpenning Kim Bastien

002307

Insurance Mail Coordinator

007239

Accounting Manager

—

VP of Business Development (Southeast) (330) 310-6675

007288

Insurance Coordinator

Accounts Payable Coordinator Director of Communications (317) 741-8842

Kelly Stillman

Insurance Coordinator

Director of Practice Development (786) 298-7853

Insurance Coordinator

Josh Drew

Staff Accountant

—

—

Helpdesk Representative III 001077

Insurance Coordinator

Kim Horton

—

Insurance Coordinator

Kris Suarez

002314

Insurance Coordinator

Kyle Olivarri

001098

Regional Marketing Coordinator

Lesley Madden

007251

Sr. Accounts Payable Coordinator

Leslie Williams

007244

Sr. Accounts Payable Coordinator

Chris Keating

—

Insurance Coordinator

Chris Mattern

007223

Insurance Coordinator

Greg Lindman

007294

IT Operations Specialist

Lillian Eeg

007324

Staff Accountant

002326

IT Operations Specialist

Linda Quartaro

007235

Staff Accountant

005008

Director of Talent

Lisa Altiero

—

Insurance Coordinator

Insurance Coordinator

Lisa Fonder

—

Insurance Coordinator

Lisa Keith

—

Contact Center Coordinator

Chris Richardson

001050

Purchasing Coordinator

Heather Brealey

Christa Bass

005005

Sr. Professional Recruiter

Heather Deyrieux

Cindy Tomblin

009153

Leave & Benefit Coordinator

Jackie Richards

Claudia Rubio

007550

Legal Assistant

34

—

Full Name

Ext

Title

Full Name

Ext

Title

Miami/Kendall Support Center 13195 SW 134th Street, 2nd Floor Miami, FL 33186 Main: (305) 274-2499

Lisa Liquori

002332

Insurance Coordinator

Rondi Michaux

007003

Lisa Pallotto

007261

Payroll Manager - Northeast (Evolve Ext. 60009) (201) 739-2260

Manager/Operational Support/M&A (862) 485-8640

Russell Allen

007549

Chief Financial Officer

Ruth Sklar

001084

Staff Accountant

007249

Treasury Management Supervisor

Full Name

Livie Paret

007248

Corporate Tax Manager

Lynette Atanasio

001073

Accounts Payable Manager

Ruthie Farquharson

Sr. Contact Center Coordinator

Ryan Lawson

—

Director of Value Creation (913) 788-0995

Ryan Zeman

—

VP of Business Development (Midwest) (815) 793-3421

Maggie Crymer

—

Manuel Torres

007277

Helpdesk Representative I

Mark Conquest Mary Barney

Sr. Staff Accountant

007243

Accounts Payable Coordinator

Sabian Selmer

Ext

Title

Ana Atiles

008008

Payroll Specialist

Ana Cabiedes

008019

Claims Rep

Charlene WardAllen

008022

Claims Rep

001112

Director of Procurement

Cindy McKenzie

008027

Asst. Instructional Designer

Mary Beth Froese

—

Insurance Coordinator

Sandra Wachowski

001056

Marketing Graphic Designer

Dan Mivovanu

008025

Data Warehouse Spec

Mary Lou Montalvo

—

Insurance Coordinator

Sandy Goding

007281

Accounts Payable Coordinator

008030

Systems Manager (305) 710-7245

Sarah Jones

002315

Operations Assistant

Denise Arechavaleta

Sean Reinsma

002328

Insurance Coordinator

Dr. Don Gallo

008034

Chief Clinical Officer (786) 972-0458

Serifat Bello

007260

Accounts Payable Coordinator

Dunia Noda

—

Shane Seiden

009110

Contact Center Manager

Jeleany Mesa

008029

Payroll Specialist

—

Insurance Coordinator

Jennifer Gomez

008014

Credentialing Coordinator

Shaune Parker

003002

Insurance Coordinator

Jennifer Vidal

007156

Credentialing Coordinator

Shawn Wherry

007228

VP of Marketing (941) 914-4768

Joe Rodriguez

008007

Systems Director (305) 878-7229

Karina Argotte

008028

Claims Rep

Lymari Rodriguez

008011

Claims Rep

Marie-Line Rigaud

008016

Training & Organizational Development Manager (786) 877-6080

Maxwell Sellers

007543

Director of M&A

Megan Martin

007233

Assistant Accounting Manager

Meghan Anderson

007240

Sr. Benefits Administrator

Melissa Fox

—

Insurance Coordinator

Melissa Rothenbach

007298

Michael Bergelin

001068

Regional Marketing Coordinator

Michael Tremba

002413

IT Help Desk

Michaela Muniz

002362

Director of Insurance Plan Management

Michelle Axberg Mike Cole

Mike McGarigle Mitch Olan

— 007246

007292 007541

Financial Analyst

Insurance Mail Coordinator

Stan Kinder

—

VP of Insurance Plan Management/ DentRite (727) 424-2990

Senior Vice President M&A (703) 298-1690

Steve Duval

005001

Staff Accountant Executive Chairman (941) 809-5944

Myrra VelasquezGuerrero

007289

ITOperations Specialist

007220

Insurance Coordinator Accounting Clerk (Treasury)

—

Insurance Coordinator

002402

Systems Administrator (941) 685-8690

Nicole Chaulsett

007553

IT Operations Manager (941) 650-4734

Pam Mitchell

007227

Sr. Staff Accountant

Patricia OrdonezBains

001076

Regional Marketing Coordinator

Paula Walters

007285

Accounts Payable Coordinator

Phil Phommathep

002404

Helpdesk Representative I

Rachel Black

001054

Purchasing Coordinator

Ralph Wittliff

007326

Staff Accountant

Raygena Bailey

007287

Accounting Clerk (Treasury)

Richard Capilla

007546

Chief Information Officer (941) 266-7940

Rob Harris

002420

IT Admin Developer

Rob Whitehead

001086

Staff Accountant

Robin Leavitt

050413

Director of Practice Conversions (267) 767-4204

Nichole Altiero Nick Aksentis

IT Help Desk Insurance Coordinator

Administrative Assistant (Credentialing/DentRite)

Nelly Garcia

002414 —

007281

—

Sim Son Sonya Francisco

Monica Chouinard

Neko Cruz

Sharon Christopher

VP of Human Resources (352) 430-4326

Marketing (SE FL) (305) 804-7316

Mariella Gomez

—

Marivel Castillo

008009

Marketing (MS FL) (954) 288-5150 Training Admin

Matthew Shub

008026

HR/PR Assistant

Mike Bileca

008005

Pres. of FL Operations & Main St. (305) 773-6251

Ocli Cundins

008006

Business Support

Rosy Montes

008024

Payroll Specialist (Doctors)

Shauna Pierce

008010

Payroll Manager (305) 502-5405

Stephanie Gomez

008032

Credentialing Supervisor

Summer Adams

007556

Assistant Project Manager (R/E Operations)

Susan Stith

001075

Associate Marketing Coordinator

Svetlana Dell

007234

Staff Accountant

Talia Pandolfi

007222

Controller

Tammy Biskup

—

Teresa Knupp

001045

Credentialing Coordinator (Local # 678-224-7885)

Terri Jones

007273

Travel Coordinator

Tammy Aybar

008017

Operations Specialist

Tiarra Turner

002324

Insurance Coordinator

Yaritza Gonzalez

008015

Instructional Design Specialist

Tina Shetler

002302

Real Estate Coordinator

Yousy Jimenez

008001

Reception

Traci Dunn

007242

IT Operations Specialist

Zayda Trujillo

008021

Claims Rep

Tracy Pham

001082

Human Resources Manager

Vickie Arthur

007250

Accounting Clerk (Treasury)

Virginia Wicke

—

Division Vice President - Northeast (732) 610-8265

Wannie Davis

—

Contact Center Coordinator

William Cole

—

Sr. Contact Center Coordinator

Xenia Rodriguez

—

Contact Center Coordinator

Zachary Keehner

—

Insurance Coordinator

Insurance Coordinator

Quick Reference Department Contact Information KStillman@dentalcarealliance.com

Communications DentRite

01800

DentRite@dentalcarealliance.com DICE@dentalcarealliance.com

D.I.C.E. Facility Service

003102

Brian Nicoletti, (941) 955-3150

IT HelpDesk

02400

HelpDesk@dentalcarealliance.com

Henry Schein Equipment Service Marketing Prolease (Property Management)

dlhsddca@henryschein.com (800) 645-6594 001053

Dcamarketing@dentalcarealliance.com www.proleaseweb.com

35

Main Street Children’s Dentistry and Orthodontics of Homestead Main Street Dentistry and Orthodontics of Clermont Main Street Orthodontics at Baptist Medical Plaza, Miami Main Street Orthodontics of Kendall, Miami Main Street Orthodontics of Miami Lakes Manatee Dental at College Plaza, Bradenton Manatee Dental of East Bradenton Mautner Dentistry, Pembroke Pines Miami Beach Dental Center, Miami Beach Miami Center for Cosmetic & Implant Dentistry, Miami Naples Center for Cosmetic Dentistry, Naples Oceans Dental Group, Palm Coast Orange Avenue Dentistry, Orlando

DCA-Supported Practices Connecticut Gish and Associates, Danbury Gish and Associates, Fairfield Gish and Associates, Farmington Valley Gish and Associates, West Hartford

Advanced Dental Care of Quail Meadows, Ocala

Main Street Children’s Dentistry and Orthodontics of Aventura, Aventura

Advanced Dental Care of Sarasota

Main Street Children’s Dentistry and Orthodontics of Cape Coral

Advanced Dental Care of Sarasota East Advanced Dental Care of Shady Road, Ocala Advanced Dental Care of Tampa Advanced Dental Care of Temple Terrace Argyle Dental Center, Jacksonville David Bowles DDS

Huntington Family Dental Group, Shelton

Dental Associates of Florida - Bartow

Lighthouse Dental Care, Stratford

Dental Associates of Florida - Brooksville

Long Wharf Dental, New Haven

Dental Associates of Florida - Central Brandon

Delaware New Castle Dental Associates, New Castle

Dental Associates of Florida - Lakeland Dental Associates of Florida - Plant City Dental Associates of Florida - Sun City

Florida

Dental Associates of Florida - Tampa

Advanced Dental Care at RDV Sportsplex, Orlando

Dental Associates of Florida - Winter Haven Dental Associates of Hollywood

Advanced Dental Care of Bradenton

Dental Associates of Homestead

Advanced Dental Care of Brandon Advanced Dental Care of Citrus Park, Tampa Advanced Dental Care of Clearwater, Largo Advanced Dental Care of Englewood Advanced Dental Care of Jacksonville Advanced Dental Care of Lakewood Ranch, Bradenton Advanced Dental Care of Longwood

Dental Associates of Kendall, Miami Dental Center at Aventura Dental Center at Baptist, Miami Dental Specialty Center at Baptist, Miami Dental Specialty Center of Cape Coral Dental Specialty Center of Fort Myers Dental Specialty Center of Naples

Palm Dental Center, Hialeah Palmetto Center for Dental Specialties, Hialeah Pediatric Dental Associates, Miami

Main Street Children’s Dentistry and Orthodontics of Coral Springs

Plantation Dental Services, Plantation

Main Street Children’s Dentistry and Orthodontics of Fort Myers

Sunrise Dental Group, Plantation

Rockledge Dental, Rockledge

Main Street Children’s Dentistry and Orthodontics of Jupiter

Superior Dental, Plantation

Main Street Children’s Dentistry and Orthodontics of Lakewood Ranch, Bradenton

Towncare Dental Associates of Cape Coral

Main Street Children’s Dentistry and Orthodontics of Miami Beach

Towncare Dental of Boca Raton

Main Street Children’s Dentistry and Orthodontics of Naples Main Street Children’s Dentistry and Orthodontics of Ocala Main Street Children’s Dentistry and Orthodontics of Orange City

Tioga Dental & Orthodontics, Gainesville Towncare Dental of Altamonte Springs Towncare Dental of Bonita Springs Towncare Dental of Clermont Towncare Dental of Cutler Bay Towncare Dental of Forest Hill, West Palm Beach Towncare Dental of Fort Myers

Main Street Children’s Dentistry and Orthodontics of Plantation

Towncare Dental of Hialeah Square, Hialeah

Main Street Children’s Dentistry and Orthodontics of South Broward, Cooper City

Towncare Dental of Naples

Main Street Children’s Dentistry and Orthodontics of Waterford, Orlando

Towncare Dental of London Square Towncare Dental of Pembroke Pines Towncare Dental of Pinecrest, Miami

Main Street Children’s Dentistry and Orthodontics of Winter Park

Towncare Dental of West Kendall, Miami

Main Street Children’s Dentistry and Orthodontics of Wellington, Royal Palm Beach

Walding & Associates, Lakeland

Main Street Children’s Dentistry at Palmetto Hospital, Hialeah

Buford Family Dentistry, Buford

Towncare Dental of Winter Park

Georgia

Advanced Dental Care of Mandarin, Jacksonville

Dental Specialty of Cutler Bay

Advanced Dental Care of Mount Dora

G&G Dental Associates, Tamarac

Advanced Dental Care of Ocala

Galt Family Dentistry, Ft. Lauderdale

Advanced Dental Care of Ocoee

Jupiter Dental Group, Jupiter

Main Street Children’s Dentistry of Miami Lakes

Dental One Associates at Eagles Landing, Stockbridge

Main Street Children’s Dentistry and Orthodontics at London Square, Miami

Main Street Children’s Dentistry of Palmetto Bay

Dental One Associates of Kennesaw

Advanced Dental Care of Orange City Advanced Dental Care of Orlando

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Designer Smiles Dental, Orlando

Main Street Children’s Dentistry of Kendall, Miami

Dental One Associates of College Park Dental One Associates of Dunwoody, Atlanta

Dental One Associates of Fayetteville

Dental One Associates of Marietta Dental One Associates of Toco Hills, Atlanta Dental Professionals of Vinings, Atlanta Drs Grant & Conger, Dalton Hickory Flat Dental , Woodstock Imagix Dental of Alpharetta Imagix Dental of Norcross Imagix Dental of Roswell Imagix Dental of Suwanee Johns Creek Dental, Suwanee Legacy Orthodontics, Kennesaw Legacy Pediatric Dentistry, Kennesaw Northpoint Dental, Alpharetta Town Center Dental, Suwanee

Illinois iDentity Orthodontics, Grayslake iDentity Orthodontics, Kenilworth Maple Shade Dental at Camp Crossing, East Peoria

Main Street Children’s Dentistry and Orthodontics of Elkton

Family Dental Group, Newburgh

Main Street Children’s Dentistry and Orthodontics of Forest Hill

Long Island Dental Specialty, Huntington

Main Street Children’s Dentistry and Orthodontics of Glen Burnie Main Street Children’s Dentistry and Orthodontics of Havre de Grace Main Street Children’s Dentistry and Orthodontics at Perring Pkwy, Baltimore Valley Dental Associates, Owings Mills

Massachusetts Baystate Dental, Belchertown Baystate Dental, Chicopee Baystate Dental, Greenfield Baystate Dental, Ludlow Baystate Dental, Northampton Baystate Dental, Springfield Baystate Dental, Sturbridge Baystate Dental, West Springfield

Family Dental Group, Yorktown Heights Midtown Dentist, New York Ramapo Dental Care, Suffern Saw Mill Dental, Yonkers

Dental One Associates Woodson Square, Fairfax Dental Specialty Center of Chesapeake Drs. Delgado & Kuzmik, P.C, Alexandria Drs. Delgado & Kuzmik, P.C, Tysons Corner Drs. Herrmann & Desio, P.C., Falls Church

The Dentists’ Office of Hudson Valley, Lake Katrine

Elite Dental Center, Arlington

Ohio

Klar Vorhees Orthodontics - Kempsville, Virginia Beach

Eckels Orthodontics, Marietta

Pennsylvania Dental Solutions, Bala Cynwyd Dental Solutions, Media Dental Solutions, Philadelphia Dental Solutions, Springfield Dental Solutions, Upper Darby Dental Solutions, Wyncote Dental Solutions on 13th Street, Philadelphia Drs. Finkelman & Machlus, DDS, Abington

Klar Vorhees Orthodontics - Courthouse, Virginia Beach

Klar Vorhees Orthodontics - Greenbrier, Chesapeake Klar Vorhees Orthodontics - Hilltop, Virginia Beach Klar Vorhees Orthodontics - Suffolk Konikoff Dental Associates - Battlefield Blvd, Chesapeake Konikoff Dental Associates - Cedar Rd, Chesapeake Konikoff Dental Associates - General Booth, Virginia Beach

Maple Shade Dental of East Peoria

Baystate Dental, Westfield

Maple Shade Dental of Peoria, Dunlap

Baystate Dental, Wilbraham

Gentle Dental of Allentown

The Foehr Group, Bloomington

Michigan

Gentle Dental of Collingdale

Indiana

Family Dental Group, Flint

Gentle Dental of Haverford

The Dental Center of Goshen

Gentle Dental at Grand River Avenue, Detroit

Gentle Dental at Oregon Avenue, Philadelphia

The Dental Center of Granger

Gentle Dental at Gratriot Avenue, Detroit

Gentle Dental of Springfield

The Dental Center of Mishawaka

Gentle Dental at Jefferson Avenue, Detroit

Gentle Dental of Thorndale

The Dental Center of Plymouth

Gentle Dental of New Baltimore, New Baltimore

Gentle Dental of West Chester

Konikoff Dental Associates - Shore Drive, Virginia Beach

Gentle Dental of Shelby Township

Texas

Gentle Dental of St. Clair Shores

Orthodontics by Birth & Fletcher, Arlington

Konikoff Dental Associates - Volvo Pkwy, Chesapeake

Gentle Dental of Warren

Orthodontics by Birth & Fletcher, Burleson

Gentle Dental of Westland

Orthodontics by Birth & Fletcher, Fort Worth

The Dental Center of South Bend (Adult) The Dental Center South Bend (Pedo) Wadas Dental Center of Crown Point Wadas Dental Center of Munster

Maryland College Park Dental, College Park Dental One Associates of Annapolis Dental One Associates at Belair, Abingdon Dental One Associates at Beltway, Baltimore Dental One Associates of Columbia Dental One Associates of Cross Keys, Baltimore

New Jersey

Konikoff Dental Associates - Little Neck, Virginia Beach Konikoff Dental Associates - Lynnhaven, Virginia Beach

Northern Virginia Oral Maxillofacial Surgery Associates, Annandale Northern Virginia Oral Maxillofacial Surgery Associates, Woodbridge Northern Virginia Oral Maxillofacial Surgery Associates, Manassas

Virginia

Dental Arts of South Jersey (GSDA), Voorhees

Ballston Dental Arts, Arlington

Polifko & Dvorak, Woodbridge

Dental Solutions, Blackwood

Brad Freedman,DDS and Assoc., Alexandria

Premier Dental Alliance of Chantilly

Dental Solutions, Deptford

Dental One Associates of Fairfax

Rye Smiles for Life, Fairfax

Dental Solutions, Voorhees

Dental One Associates of Manassas

Smiles at Fairfax Corner, Fairfax

Diamond Springs Dental, Denville

Dental Associates of Northern Virginia, Alexandria

Taheri Dental Group, Manassas

Dental Associates of Northern Virginia, Burke Dental Associates of Northern Virginia, Fairfax

Virginia Dental Center Cosmetic & Family Dentistry, Arlington

Dental Associates of Northern Virginia, Falls Church

West Virginia

Dental One Associates of Frederick Dental One Associates of Oxon Hill

Garden State Dental, Newark

Dental One Associates of Pikesville

Garden State Dental, Roselle Park

Dental One Associates at Steeplechase, Capitol Heights

Garden State Dental, Toms River

Dental One Associates of Westminster

Orthodontics by Birth & Fletcher, Keller

Konikoff Dental Associates - Kids, Virginia Beach

American Dental Center, Union

Garden State Dental, East Brunswick

Dental One Associates of Waldorf

Gentle Dental of Blue Bell

Konikoff Dental Associates - Harbour View, Suffolk

Thurm Dental Group, Collingswood

New York

Dental Associates of Northern Virginia, Vienna Dental One Associates of Fredericksburg

Kenilworth Dental Associates, Towson

Dolson Avenue Dental, Middletown

Dental One Associates Springfield

Main Street Children’s Dentistry and Orthodontics of Columbia

Family Dental Group, Brewster

Dental One Associates of Woodbridge

Family Dental Group, Fishkill

Taheri Dental Group, Woodbridge

Eckels Orthodontics, Parkersburg Eckels Orthodontics, Ripley

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DCA-Supported Dental Practice Mission TO BUILD RELATIONSHIPS WITH OUR PATIENTS AND TEAM MEMBERS BASED ON TRUST AND WORLD-CLASS SERVICE, WHILE PROVIDING THE BEST QUALITY DENTAL CARE FOR OUR COMMUNITIES.