How a 12-Location DSO Centralized Patient Access and Reduced Costs by 40%
Midwest Dental Partners
The Challenge
This growing DSO faced fragmented operations with each location handling their own phones, scheduling, and patient communications. Inconsistent patient experiences, 12 different phone systems, and staffing overhead of 2-3 front desk staff per location created mounting operational costs. The leadership team struggled to implement standardized processes across acquired practices.
The Solution
My Business Care Team deployed a centralized patient access center serving all 12 locations. We unified communications, standardized workflows, and created a single source of truth for patient interactions across the entire organization.
What We Implemented
- ✓ Phased rollout: 3 pilot locations, then scaled to all 12 over 90 days
- ✓ Unified phone system with intelligent routing by location and provider
- ✓ Centralized scheduling with real-time calendar access across all practices
- ✓ Standardized intake workflows and insurance verification protocols
- ✓ Custom reporting dashboards for executive visibility
- ✓ Integration with multiple practice management systems (Dentrix, Eaglesoft)
The Results
Within 6 months, Midwest Dental Partners achieved 40% reduction in front-desk labor costs while improving patient satisfaction scores across all locations. The centralized model enabled faster acquisition integration for new practices.
"We were drowning in the complexity of managing patient communications across 12 different practices. The centralized model gave us consistency we never had before, and the cost savings funded our next two acquisitions."Sarah Mitchell COO, Midwest Dental Partners
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