DSOs & Dental Groups · ACCESS
Patient Access & Treatment Acceptance.
More production from the demand and the patient base you already have: every new-patient request answered and booked, recall and unscheduled treatment worked as a system, and schedules filled to template in every office, with the support center and office teams working from one queue.
The problem this solves
- New-patient demand lost between the central support center, office phones and online requests
- Overdue recall and diagnosed-but-unscheduled treatment worked only when an office has a spare hour
- Open chair time that nobody sees until the end-of-day report
What we measure
- New-patient request-to-appointment conversion by office
- Hygiene reappointment rate
- Unscheduled treatment converted to scheduled
- Schedule utilization by provider against template
Every program starts by baselining these numbers in your systems. Results are reported against your baseline, not against industry averages.
The playbook
01
New-patient conversion
Calls, web forms and online booking routed into one intake flow. Voice and text agents handle overflow and after-hours requests, book into the PMS and pass exceptions to the support center with full context.
02
Recall and treatment follow-up
Prioritized outreach on overdue hygiene, periodontal maintenance and unscheduled treatment, sequenced by value and remaining annual benefits. The office team keeps the clinical conversation; the system makes sure it happens.
03
Schedule fill and confirmations
Confirmations and short-notice fill from waitlists and recall lists, with template utilization tracked by provider and office every day.
The market context, in published numbers
16%
of US dentists were affiliated with a dental support organization (DSO) in 2024
ADA Health Policy Institute, Dental Practice Research (2024)
59.3%
of DSO-affiliated dentists cited staffing as one of their top 3 practice challenges for 2026, ahead of insurance (55.6%) and maintaining a full schedule (35.2%)
88.3%
of dentists who recently recruited practice staff rated recruiting dental hygienists "very" or "extremely" challenging in Q4 2025 (94.9% in Q4 2023, 90.1% in Q4 2024)
1 in 3
US dentists across all practice types, not only DSO-affiliated, reported they were not busy enough and could have treated more patients in Q4 2025
$2.1B
spent by the US dental industry on eligibility and benefit verification in 2023, up 15%; the CAQH Index put the savings from moving portal and manual checks to automated electronic checks at $580 million
Figures are third-party market benchmarks from the cited sources, not Ometz Partners client results. We share them so you can size the problem before we ever talk.
Capabilities
What the Customer & Patient Access program covers.
Contact-center redesign
Call flows, routing, staffing to demand and quality measures for centralized or multi-site access teams.
Voice and chat agents
Agents that answer, schedule, reschedule and handle routine questions across sites and after hours, with warm handoff to staff and a full transcript of every conversation.
Referral and intake management
Referrals from physicians, hospitals and partners captured, tracked and worked to a booked first visit or start of care, with leakage made visible by source.
Eligibility and benefits verification
Insurance eligibility, benefits and patient estimates prepared ahead of the visit, so neither the patient nor the front desk is surprised at check-in.
Client onboarding and account opening
Document collection, KYC data gathering and form preparation for wealth managers, broker-dealers and advisory platforms, checked for completeness before submission.
Recall, reminders and reactivation
Recall, rebooking and reminder programs for hygiene, therapy plans, memberships and annual reviews, measured by appointments kept.
Service request handling
Address changes, statement and transfer-status questions and other routine requests resolved or routed with context, and logged to the CRM or practice system.
Also in the DSOs & Dental Groups program
MARGIN
Dental Revenue Cycle Performance
A lower cost to collect and faster cash: eligibility and benefits confirmed before the patient sits down, clean claims out the door, and denials and posting worked from prioritized queues in the support center.
VALUE CAPTURE
Affiliation & De Novo Integration
Newly affiliated offices and de novos reach platform standards faster: PMS and phones converted, providers credentialed, fee schedules loaded, teams retained, and performance measured against the pre-close baseline.
Next step
Size this opportunity in your own numbers.
The Performance Diagnostic runs for two to four weeks at a fixed fee and ends with a baseline, three priced improvement plays and a 90-day plan. The findings are yours whether or not we continue.