The practice is actively recruiting a new front office team member to replace Natalie. If the right candidate is identified, they may also take on Practice Relations Director (PRD) responsibilities, allowing for better allocation of outreach duties. If the new hire does not assume the PRD role, Nancy will take on a more active PRD role herself, which would free her from some front office responsibilities and improve overall efficiency in managing calls and outreach.
Dr. Nguyen completed two outreach visits with Adina, however Friday scheduling proved problematic as many offices were closed. Dr. Nguyen is adjusting his schedule to include more Thursdays for outreach going forward to improve visit productivity.
Nancy is coordinating with Dr. Kostagianni to establish a dedicated day, time, and list of offices for outreach visits, with advance research completed on each target office before visits occur. Structured planning is key to ensuring follow-through.
Referrals have not been consistently entered into Referral Lab — Adina has been logging data only when making calls, leading to discrepancies between actual patient visits and recorded referral numbers. This directly impacts the team's ability to assess trends and make informed marketing decisions, as seen in misreported referral figures for Dr. Do. Nancy will assign referral data entry to a new staff member to ensure immediate and consistent entry going forward.
All marketing outreach visits should be logged in Referral Lab by provider and month, following SGA SOPs. Labeling events clearly (e.g., "May — Dr. Nguyen Outreach") enables better analysis of individual and team efforts and facilitates more targeted follow-up.
The team will focus on tracking conversion rates from referral to consult and to treatment to identify areas for improvement and ensure all outreach and referral efforts are properly credited in reporting.
Nancy will develop a document or playbook outlining requirements for referring doctors, specifying what documentation must accompany referrals (such as X-rays) to reduce follow-up workload and ensure complete submissions from the start.
Mid-Peninsula Dental Specialists has visibility into Version 1 of the new AI-powered referral program. The system uses exported Referral Lab data to generate optimized visit schedules, outreach playbooks, and graded prospect lists for each provider — eliminating guesswork, reducing travel time, and providing actionable insights for targeted relationship-building. Jayme is currently working with Amy on Version 9 of the program.
The practice website will be moved from its current third-party host to an internal platform using a standardized template designed for specialty practices. Nancy will be notified when the rebuild is ready to begin.
Digital referral forms will be tailored for each specialty, including a separate workflow for Dr. Kostagianni. Forms will include mandatory fields to ensure complete submissions. Nancy will coordinate with Christy to finalize the design, and the embed code will be provided to Don for implementation.
Dr. Nguyen and Dr. Kostagianni were publicly called out for their DSO affiliation at a recent seminar, raising concerns about negative perceptions among referring doctors. Nancy requested guidance and specific verbiage to help doctors confidently and effectively address DSO-related objections, reinforcing that clinical care remains unchanged. Jayme will escalate this to Amy to explore platform-wide training and develop consistent messaging for all affected practices.
Nancy has joined the American Association of Dental Office Management (AADOM) to expand her professional network, attend seminars, and explore new outreach opportunities for the practice. Nancy and Jayme discussed regional differences in networking culture between East and West Coast dental communities, with AADOM serving as a bridge to broader connections.