Improve Profitability through Clean Claims

With almost 11 ADA recognized dental specialties and having a burgeoning market share, the specialty dental business is here to make significant gains in the coming years as we take a cursory glance on the latest trends of the dental industry.

Listen to Ryan Arnold, Principal, Wisdom Teeth Guys as he explains the possibilities that lie ahead for Dental Specialty business and how he has paid attention on patient care,technology adoption and brand management to further sustainable practice growth for his specialty.

Dentistry's Inner Circle bg 37

Creating Sustainable Specialty Dental Businesses

Dentistry's Inner Circle Podcast

A series of podcasts from practice owners on how they navigated the change and successfully transitioned to CareStack. 

Expanding Dental Care beyond the Clinic

Expanding Dental Care Beyond the Clinic

Beatrice Perez

Ishtiaq Rouf

Dana Veach

Dr. Himesh Kana, DDS

Himesh Kana

 Penny Filipe

Promoted to Manager, Now What

Promoted to Manager, Now What?

Wonderist Agency

Implant Marketing Doesn’t Have to Be Complicated—But It Does Have to Be Smart

DSO Group Blog: Boosting Call Conversions

DSOs Are Bleeding Value From Their Phone Lines: Dr. Scott Kalniz on the Call Conversion Crisis in Dentistry

Top Trends in Dental Software for 2025

Top Trends in Dental Software for 2025: What Practices Should Prepare For

Reducing patient no-shows and cancellations begins by accepting that 

it’s impossible to guarantee that your patients will always keep their appointments

. Once you accept that this falls outside your control, you can pool your efforts on the aspects that are within your control, and which help reduce no-shows and cancellations.

missed appointments cause a ripple effect

 that impacts your schedules, revenues, and the effectiveness of treatments. It strikes a serious blow to your bottom line. But with that said, there are 

effective safeguards you can put in place

 to address this issue. Before we explore these safeguards, let’s examine the key reasons behind no-shows and cancellations. 

Typically, patients miss their appointments when they:

Don’t understand the importance of keeping their appointments

Misunderstand when their appointment is scheduled

Self diagnose and decide to skip their appointments

Worry about bad news and try to avoid the situation

Have a shallow relationship with the provider

There is a wide range of reasons for patients to miss their appointments, but most can be mitigated with improved patient-provider communication and by implementing the following safeguards.

It became widely accepted as a care delivery method after the 2020 pandemic, but thanks to the convenience offered to patients, 

 is here to stay. Outside the initial check-up and actual treatment, consultations and routine post-op visits can be performed remotely. The virtual interactions offer patients the opportunity to 

receive treatment in the comfort of their living room

 or office. The added benefit of leveraging teledentistry is it adds one less reason for patients to rethink or opt out of their dental appointments. 

Another approach that has gained traction is using 

 to collect vital patient information. E-forms are a key feature of modern practice management software (PMS). This feature is now used widely to stay in line with the COVID-19 safety protocols. With this new norm, practices have completely replaced the clipboard and embraced digitization. Another fact that supports this approach is that 

98% of patients who take time to fill out online forms commit to their appointments

COVID-19 has added fuel to the fire of dental anxiety among patients. The risk of exposure is a valid fear. The best way for you to 

 is with communication and education. Ensure you convey the safety protocols and measures followed at your practice to reduce the risks from COVID-19. Launching targeted email campaigns, and updating relevant information on your practice website and 

convey your commitment to patient care and safety

 and encourage patients to follow through with their appointments.

When you provide your patients with the option to make payments in advance, it reduces the instances of no-shows and benefits your collections and accounts receivable. Get paid upfront instead of having to wait for 2-3 months. Paying cash in advance leads to 

. You can provide this option during patient checkout, especially when both you and your patient agree with the importance of scheduling the next appointment.

Offering upfront payment at this stage is apt, as the patient is likelier to take action and commit to their oral health. Another way to make it easy for them to pay is by providing an 

. Make sure that you inform your patient about your prepaid payment options. Market it through your campaigns, newsletters, and phone scripts.

Reminders are an effective way to reduce patient no-shows. Plan your 

and decide on a frequency that works best for your target clientele. Start off with a postcard, followed by email and text reminders. Add a phone reminder a few days before the scheduled appointment. Ensure that you cut down on reminders once you receive confirmation from your patients. Practice management software aids you to launch, coordinate and track your recall campaigns effectively.

reward patients who keep their appointments

. The reward initiatives can include discounts or gift cards. The benefits of such an approach are twofold. You encourage your patients to follow through on your appointments and 

convey how much you value their participation

. Moreover, curating such experiences helps you retain your customers.

Sometimes, patients simply forget an appointment. Send 

 that can include a “We missed you at the practice” message. Follow this up with a phone call to encourage them to reschedule immediately.

It is crucial that your patients know the impact of your treatments on their oral health. If your patients are not invested in the outcomes of your treatment plan, it is unlikely that they will uphold their commitments. 

 before every appointment. Remind them of the benefits of the procedure and the progress they’ve made so far. 

 of the scheduled appointment and ensure that they are fully onboard. A phone reminder before the appointment will help refresh what they already know about the 

Patients skip appointments because they owe your practice money or are worried the procedure will be too expensive. When this happens, it’s time to 

. It’s important that payments never come as a surprise to the patient. This causes anxiety in the patient, especially when they expect hidden expenses from each visit. When 

 and benefits are discussed upfront and agreed upon, patient no-shows due to financial concerns can be avoided. 

 allows you to effectively educate and communicate with your patients. Automating tasks like appointment reminders or confirmation/cancellation emails, filling last-minute openings, and sending online forms and other notifications to engage patients, practices can drastically cut revenue loss and staff workload while reducing patient no-shows and cancellations.

Eliminating No-Shows and Cancellations at Dental Office

For a dental practice, revenue cycle management is the equivalent of the body’s circulatory system and the heart of a practice’s financial success. The revenue cycle incorporates data capture, claims and denials management, and the collection of payments from both patient and insurance receivables. A healthy system works in concert with industry best practices and technical solutions to optimize efficiencies, identify “leaks” and improve operational workflows. As every practice is unique, it is difficult to prescribe a “one size fits all” approach. However, there are key performance indicators, which can and should be followed to measure practice performance. There are several potential KPIs which provide valuable insight into the collection’s performance and financial health of practice including, but not limited to: Collections percentage, Production growth, Aging accounts receivable, Days sales outstanding, Adjustments percentage, and Credit balances. 

Since 2011, the dental industry has experienced a steady and upward trend in aging receivables, with the majority of balances aged greater than 90 days. The good news is that CareStack offers a solution that combines modern technology, effective processes, and industry expertise to kick start the heart and breathe life back into the revenue cycle.

Revenue Cycle Playbook for Dental Professional

Revenue Cycle Playbook for Dental Professionals

From small, solo practices to large, multi-location clinics, these case studies demonstrate the versatility and value of CareStack in improving the patient experience and driving practice . 

CareStack presents The Doers Podcast. In this series of candid interviews with successful entrepreneurs and changemakers in U.S. dentistry, we dive deep into their journeys, what drives them, and the insights they've gained along the way.

This time we’re joined by Dr. Penelope Chang, a cosmetic dentist, digital smile artist, and mentor who is redefining modern dentistry through every handcrafted restoration. From stained glass and lampwork to chairside CAD/CAM and AI diagnostics, Dr. Chang shares how creativity, precision, and patient empathy drive her thriving New Jersey practice.

Hosted by Dan Hall, VP of Sales at CareStack, this conversation explores the quieter, intentional side of dentistry: the kind built on trust, precision, and a whole lot of heart.
This is a conversation about control, creativity, and the kind of dentistry that leaves a mark far beyond the smile.

If you’ve ever wondered what it looks like to blend tech, leadership, and legacy into one practice, this one’s for you.

New episodes drop on the first Friday of every month.

Hit play and keep doing the work.

EP 04  |  Penelope Chang, DDS | Cosmetic and Family Dentistry, Tenafly, NJ

CareStack presents The Doers Podcast. In this series of candid interviews with successful entrepreneurs and changemakers in U.S. dentistry, we dive deep into their journeys, what drives them, and the insights they've gained along the way.

Hosted by Dan Hall, VP of Sales at CareStack, this episode features Mike McCarthy, a 25-year industry veteran, renowned dental consultant, and one of the most sought-after speakers in the dental space. Known as the “CEO Whisperer,” Mike shares his unconventional path into dentistry, the shifts he's witnessed over the decades, and his mission to elevate the profession by bridging the gap between clinical care and business acumen. From tackling inefficiencies in practice operations to harnessing AI and championing the patient experience, Mike’s insights offer a masterclass for leaders navigating the future of dental care.

The Doers Podcast | EP 03 | Katie Post

EP 03 | Michael McCarthy | Healthcare Strategy & AI Consultant

CareStack presents the The Doers Podcast. In this series of candid interviews with successful entrepreneurs in US dentistry, we will dive deep into their personalities, how thy got started, their success formulae and their life lessons. Hosted by Dan Hall, VP-Sales at CareStack, this episode of The Doers Podcast features Tim and Alex Otto, founders of Alcan Dental Cooperative and Kids Tooth Team in Austin, TX. Watch them talk about finding their life's calling in dentistry, and about upending the PE-led model of building DSOs with a co-operative structure for growth.

The Doers Podcast – EP 02: Dr. Alex Otto & Tim Otto, Alcan Dental Cooperative

EP 02 | Dr. Alex Otto and Tim Otto, Alcan Dental Cooperative

By Laura Maly, Co-Founder of Wonderist Agency

After more than a decade in dental marketing, I’ve realized something simple but powerful: marketing, at its core, is not that complicated. Whether you're promoting general dentistry or high-value services like dental implants, success comes down to four essential steps.


Implant Marketing

If you're marketing implants and not laser-focused on each of these, you're leaving serious money on the table. Let’s break it down.


1. Tell Your Story—With Intention and Authenticity

Dental implants aren’t cheap. They take time, trust, and genuine commitment from patients. Your marketing needs to 

Too many practices still rely on stock imagery and stale websites, even after investing heavily in stunning office design and cutting-edge technology. If your online presence doesn’t match the in-person experience, you're creating a disconnect that turns potential patients away.

 Real photos, real videos, and real patient stories. When practices replace stock imagery with custom content, we’ve seen up to 

. Consistent brand presentation across platforms can boost revenue by 

So if you're going to market implants, skip the generic. Showcase 

 you deliver. Don’t just say you’re different—

Not everyone is an implant patient. They’re adults who are seeking a solution: to replace a missing tooth, to get out of pain, to improve their confidence.

So where are they? Online, searching, scrolling, asking questions. You need to meet them where they are—whether that's on Google, social media, or even in their inbox.

 on your site that answer common questions (cost, process, longevity, bone grafting, etc.).

 Use paid search to direct prospective patients to focused, high-converting 

 Make it easy to take the next step with calls to action like “Take the Implant Quiz” or “Schedule a Free Consultation.”

When done right, this shows Google that you're an expert in implants and shows patients that you're the provider they can trust.


Here’s the hard truth: most dental practices don’t treat leads like leads. If someone calls your office, fills out a form, or chats on your site, and you don’t respond—or worse, you lose them after the first phone call—you’ve wasted your marketing dollars.

Think about how retail brands nurture potential customers: emails, texts, promotions, and retargeting. Dental practices need to start thinking the same way.

 (customer relationship management tool) that collects 

A way to re-engage warm leads, especially if your schedule falls apart.

If you've built a solid pipeline, even a single text like “We have 3 open implant consultation spots this Friday” can drive bookings.


This is where it all comes together—and where most practices fall short. Marketing shouldn’t be a guessing game. You need real numbers.

At Wonderist, we’ve partnered with CareStack to integrate real-time ROI tracking. That means we can now say:

“We sent 75 leads. 32 scheduled. That’s $121,000 in production already—and rising.”

Not only can we track where your patients came from (Google Ads, SEO, web, etc.), but we can also drill into which channels are performing best and how to optimize further. This level of clarity is a game changer.


Dental implants represent one of the most significant growth opportunities in private practice today. But success doesn’t happen by chance—it happens by 

So if you want to win in implant marketing, remember:

—and don’t let them fall through the cracks.

 become one of the most powerful drivers of growth in your practice.

Dentcare Now, a leading provider of general, restorative, cosmetic, and urgent dental care, is dedicated to offering high-quality treatments with state-of-the-art dental technology. Their mission is to provide patients with exceptional care while making dental procedures as accessible and stress-free as possible.

One of the biggest challenges was ensuring that patients—especially those in emergency situations—had access to financing options that would allow them to receive necessary care without financial hesitation.

After evaluating multiple third-party financing solutions, they discovered Sunbit integration. The seamless, digital-first experience was exactly what they needed to improve treatment accessibility and streamline their internal workflow.

Before implementing Sunbit, Dentcare Now had experience with several third-party financing solutions, including Cherry, CareCredit, Alphaeon, LendingClub, and Proceed. While these options helped some patients, Dentcare Now reported that they often came with cumbersome application processes, additional verification steps, and phone calls that slowed down approvals. The extra friction in the financing process often led to frustration for both patients and staff.


Dentcare Now needed a financing option that

Had a high approval rate, especially for patients with urgent dental needs.

Offered a fast and frictionless application process.

Integrated directly into their CareStack system to simplify their workflow.

By integrating Sunbit with CareStack, Dentcare Now transformed the way it offers financing to its patients. The ability to send a prequalification or checkout link directly to a patient’s phone from within CareStack significantly streamlined the financing process. Patients could see their payment plan options instantly, making it easier for them to move forward with treatment.

: Patients could apply lightning fast without filling out lengthy forms or making phone calls.

: Many patients, including those with subprime credit scores, were able to qualify for financing.

: Staff could send prequalification links directly from CareStack with a single tap.

: Patients were already familiar with this type of payment structure from other everyday purchases, making adoption easy.



Looking for the best cloud-based dental software?

Book a demo with us!

Dr. Dominique Bonner

CareStack integration

Since implementing Sunbit through CareStack, Dentcare Now has seen remarkable improvements in both patient financing adoption and operational efficiency.



Sunbit and CareStack

How Sunbit and CareStack Helped Dentcare Now Increase Case Acceptance and Streamline Patient Payments

In the high-stakes world of Dental Support Organizations (DSOs), enterprise value isn’t just built in the operatory—it’s determined well before a patient ever sits in the chair. For Dr. Scott Kalniz, a seasoned operator and thought leader in the DSO space, one blind spot is quietly eroding revenue across the industry: 

Dr. Scott Kalniz

between 27–43% of inbound calls fail to convert into booked appointments

. Considering that every new patient adds $1,200–$1,300 on average to yearly production, losing out on the opportunity to convert patients significantly impacts practice productivity. Even more, the implications ripple far beyond lost production—they undercut marketing ROI, damage patient trust, and ultimately chip away at a DSO’s valuation.

Dr. Kalniz is no stranger to this problem. He began his career as a solo practitioner, eventually acquiring multiple practices and forming a substantial dental group which was later sold to a DSO, where he served as Director of Development, contributing to its expansion to over 50 locations. He later partnered with a private equity firm to establish a new DSO, serving as CEO and Chief Dental Officer. Under his leadership, the organization grew to encompass more than 110 locations across 12 states within five years.

After all those years optimizing performance across multi-location groups, Dr. Kalniz views the issue through both an operational and strategic lens.

“DSOs need to stop treating call conversion like a front desk problem. It’s a business problem,” he asserts. “We’re talking about the very top of your revenue funnel.”

He recommends that practices start by measuring four baseline indicators:

Top-performing locations typically exhibit 

. But achieving that consistency requires more than coaching—it requires visibility and systems. This realization led Dr.Kalniz to take up an advisory role at 

, a leading AI-driven digital telephony platform built exclusively for dental offices. At VoiceStack, Dr.Kalniz helps the team focus on the bigger picture and the real problems that matter for DSO operators, bringing invaluable industry expertise to create world class AI solutions for dentistry.

One of the simplest—but most powerful—fixes, Kalniz says, is aligning teams on what counts as an “opportunity.”

“You’d be shocked how many practices lump in reschedules and billing questions when calculating new patient conversions. That’s creative math—and it clouds decision-making.”

Here’s a clear classification he shares with his teams:

 – A new patient or case calling to book an appointment

 – A reschedule or follow-up for an existing patient

 – General questions about hours, billing, or directions

This clarity helps DSOs build cleaner data sets—and more targeted coaching plans.

Dr. Kalniz believes that for DSOs, if the follow-up systems for calls isn’t centralized, it isn’t scalable. Once the redefinition of opportunity is done, he says that the focus must shift to 

. In his experience, most dental offices still rely on sticky notes, shared spreadsheets, or siloed CRM tools to track unbooked opportunities, which is neither scalable nor sustainable. He strongly recommends the use of a modern technology platform like 

AI-generated call summaries and task assignments, and

Conversion-based scoring for prioritizing callbacks

These capabilities are crucial for modern DSOs to bring in efficiencies and improve the follow-up processes in-office. However, to get non-subjective ROI data downstream, your tech should also manage your campaign tracking numbers and integrate with Google Analytics. This is where VoiceStack helps again, by bringing in context awareness of the data flowing from upstream through integrations with a number of analytics and CRM systems that hold this data at the top of the funnel. This helps you collect data on the following:

Acquisition cost per scheduled appointment

This helps DSOs in not just identifying which channels provide immediate conversion, but also helps calculate the downstream Average Revenue Per Patient and the Lifetime Value of Patients from different channels.

Today, these trends are fragmented across multiple data sources in DSOs. Consolidating these can give more insights and decision support for DSO leaders while optimizing their marketing mix. Again, VoiceStack shines in this area with its end-to-end abilities to track patient value driven by deep integrations with marketing tools like Google Analytics and AdWords at one end, to existing popular practice management systems at the other end.

Once the right data is in place, real coaching can begin. Kalniz focuses his call scoring on five essential behaviors:

Curious about how to leverage call scoring for your teams? VoiceStack has implemented call scoring in their platform, giving you AI analysis of every single phone call made by every team member in your office. By implementing VoiceStack’s call scoring, together with a transparent feedback and training process, DSOs like Northwest Dental Group in Rochester, MN have managed to improve the call conversion ability of their staff members significantly, resulting in estimated additional revenues of up to 

Dr. Kalniz believes that this is a game changer for offices, as it helps improve the confidence of the staff members while boosting productivity, resulting in a happier workplace and a thriving practice.

“This isn’t just about accountability. It’s about giving team members the visibility and feedback to win.”

The dental industry today is being flooded with AI tools buzzing with promises of AI transformation using data analysis. However, Kalniz cautions against jumping too fast onto these tools without fixing the foundations.

“Everyone wants the shiny AI dashboard. But until you’ve hit 85% conversion, built a reliable follow-up cadence, and standardized team processes, those tools can actually distract from fundamentals.”

Fixing these fundamentals is what VoiceStack does best. By focusing on Call Conversion as a holistic problem, VoiceStack helps DSOs strengthen their call handling process, with AI-driven tools designed to boost patient growth:

 With the ability to configure for sending out automated text responses in the event of a missed call, VoiceStack helps to continue the engagement with prospective patients, keeping them ready for a conversation as soon as the next agent is available at the front desk.

, capturing inbound calls that would typically go to voicemail. It can gather critical information such as treatment type, insurance provider, and patient preferences. When appropriate, it can book the appointment directly or take an appointment request that’s queued for the next available human team member. This ensures that the patient experience doesn’t drop off when the office is closed, and marketing dollars aren’t wasted by sending a motivated patient to voicemail.

 to a dental office requiring follow-up, it’s essential to have a system in place that listens and helps manage the resulting tasks. VoiceStack’s AI listens to the context of each call and auto-generates tasks, such as callbacks, insurance verification, or scheduling needs, and assigns them to the right team member. This results in a more responsive and organized team.

: VoiceStack provides instant recommendations for calls that did not convert into an appointment, outlining the issues identified by analyzing the transcript with AI, and recommends re-engagement strategies to quickly call the prospect back and re-convert them into a booked patient.

The AI landscape in dentistry is evolving rapidly, but not all platforms are created equal.

“If the pitch sounds too good to be true, it probably is. So, choose a partner like VoiceStack who sees your entire revenue engine—not just one slice,” Kalniz advises.

As an adviser for their team, Dr.Kalniz has encouraged 

 to take a focused and pragmatic approach towards solving patient conversion processes holistically. With inputs from industry leaders like Dr.Kalniz, VoiceStack has developed a system purpose-built to 

amplify the impact of existing front office teams

. The goal isn’t to replace people, but to equip them with technology that enables more consistent execution, higher output, and better outcomes.

A brief demo of VoiceStack’s platform offers a clear illustration of how the right AI system can move from being a buzzword to becoming a measurable business advantage. You can sign up for a demo 

For DSOs ready to improve call conversion rates, VoiceStack has made its 

. Even for offices without centralized call centers, much of the playbook’s guidance can be applied at the single-practice level.

This article was first published in Group Dentistry Now online in May 2025. You can read the original article by clicking 

CareStack presents the The Doers Podcast. In this series of candid interviews with successful entrepreneurs in US dentistry, we will dive deep into their personalities, how thy got started, their success formulae and their life lessons. Hosted by Dan Hall, VP-Sales at CareStack, this episode of The Doers Podcast features, Katie Post, CEO of Northwest Dental Group in Rochester, MN. Katie's remarkable story about starting and scaling Northwest Dental Group is a guidebook for existing and aspiring dental entrepreneurs.

The Doers Podcast – EP 01: Katie Post, Northwest Dental Group

EP 01 | Katie Post, Northwest Dental Group

CareStack has partnered with Overjet, the world leader in dental AI, to introduce the 

—a comprehensive solution designed to enhance patient care, streamline operations, and drive business growth for dental practices and DSOs.

 integrates six cutting-edge capabilities:

 – A complete dental practice management solution.

 – AI-enhanced dental imaging for improved diagnostics.

 – FDA-cleared AI for automated detection and quantification.

 – Enterprise VoIP with real-time transcription, call tracking, and marketing attribution.

 – Automated insurance verification, claims processing, and payment solutions.

 – Centralized reporting across PMS, payroll, marketing, phone, and procurement systems.

“Dentists shouldn’t have to piece together multiple solutions,” said 

. “With Overjet, we’re delivering a unified platform that simplifies operations and enhances patient care.”

, emphasized their shared vision: “This platform sets a new standard for dental care, making AI-driven insights easily accessible for providers and improving patient outcomes.”

, the Smart Dental Platform will seamlessly integrate Overjet’s AI-powered analysis into CareStack’s cloud-based imaging suite, improving diagnostics and case acceptance.

CareStack and Overjet Introduce First-Of-Its-Kind Smart Dental Platform

Every industry is undergoing a technological transformation, and dentistry is no exception. Dental practice owners must look at technology investment decisions in 2025 to stay ahead of the curve and remain competitive. As 2025 unfolds, several trends in 

 are set to reshape how practices operate, interact with patients, and drive growth. As a decision-maker at a dental practice, here are the top trends you should prepare for in 2025:

As the AI gold rush hits full steam in 2025, we are going to see AI being introduced to every touchpoint in healthcare. AI tools can already analyze patient records, predict treatment needs, and streamline scheduling. In 2025, expect to see AI-driven solutions offering personalized patient communication, enhancing treatment plan acceptance, and reducing administrative burdens. Every software vendor out there will say that they are AI-driven, so it is important to do proper research before you buy software that claims to be AI-driven.

AI Agents for Automated Patient Reminders and Follow-ups

. This could be a revolutionary feature for practices that don’t have the time to identify the patients most suitable for re-engagement. AI agents can evaluate records based on learning models to take up patient re-engagement and re-activate patients.

Predictive Analytics for Patient Retention

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