DSOPro: Let’s start with your background and how you came to Henry Schein One.
It’s been an exciting two and a half years here. I lead our customer and growth organization, and I’m driven by a passion for exceptional experiences for all our customers, from individual practices to large DSOs. My background in brand strategy consulting, working with brands like Johnson & Johnson and American Express, gave me valuable B2B and consumer insights. My experience in telehealth at Amwell during the pandemic further broadened my perspective. This combination allows me to understand the evolving needs of the dental industry, where we see fascinating trends like AI adoption and market consolidation.
DSOPro: Tell us about Henry Schein One and its origins.
Henry Schein, renowned for its excellence in dental equipment and services, recognized the need for digital evolution. Six years ago, they partnered with Internet Brands, a digital powerhouse behind WebMD and CarsDirect, forming Henry Schein One. Our mission is to provide a truly connected platform, offering comprehensive technology solutions for the entire patient journey, from patient acquisition to revenue cycle management. We empower dentists to focus on patient care while we ensure practice success through continuous innovation.
Dentrix Detect AI powered by Videa Health Caries 3.0 refines detection,
reduces noise, and brings greater clarity to your diagnostic process.
*2024 Videa Health study. Results may vary based on clinical use
DSOPro: What do you consider the most significant benefit of your technology for dental professionals?
The core benefit is enabling clinicians to focus solely on patient care. Technology should be a seamless, supportive force. We achieve this through intuitive integrations, like Detect AI, which enhances patient education and allows the dentist to better focus on delivering care. Our goal is to streamline workflows, reduce stress, and improve staff engagement, directly impacting retention.
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DSOPro: Staffing shortages are a major concern. How does Henry Schein One address talent retention within DSOs?
Staffing challenges are significant, with high costs associated with turnover. We’ve observed DSOs hiring from non-dental sectors due to talent scarcity, highlighting the need for retention strategies. We support this through initiatives like the Dentrix Ascend Care Catalyst Award, which empowers female leaders in DSOs by providing growth opportunities. This directly addresses the need for internal advancement and talent development.
DSOPro: How do administrative burdens and inefficient workflows contribute to burnout, and what solutions do you offer?
The ADA’s data shows low job satisfaction in DSOs, largely due to cumbersome tasks. We prioritize seamless technology integration to combat this. For example, Reserve with Google streamlines patient onboarding, and Eligibility Pro automates insurance verification, reducing the ‘most hated task’ in dental. By eliminating pain points and optimizing workflows, we reduce burnout and improve retention.
DSOPro: Let’s discuss the differences in pain points between emerging groups and established DSOs.
Emerging groups, typically around six locations, focus on scaling and standardizing operations. Larger DSOs face enterprise-level challenges like optimizing workflows across multiple locations and ensuring consistent patient care. As the market consolidates towards DSOs, adopting a DSO-centric mindset is crucial for all practices.
DSOPro: Are DSOs effectively leveraging technology to improve employee experience and retention?
Yes, DSOs are heavily focused on provider retention through technology education. However, seamless integration is essential to avoid disruptive transitions. With more young dentists joining DSOs for experience, these organizations offer valuable access to cutting-edge technology, making them an attractive career path.
DSOPro: Can you provide an example of how automation reduces burnout and improves retention?
Certainly. Eligibility Pro’s impact on Ethos Dental Group is a great example. They saw a 40% reduction in insurance verification time, significantly decreasing calls and portal visits. This streamlining, even with small reductions per insurer, dramatically alleviates staff burden.
Seeing 80-90 patients a day, Ethos Dental Group sees a 40% decrease
in insurance verification time with Eligibility Pro.
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DSOPro: What are the primary causes of employee dissatisfaction in DSOs, and how can they be addressed?
Poor communication is a leading cause. Analytics, like Jarvis Analytics, help centralize key metrics, improving communication and alignment. Furthermore, a strong organizational culture, driven by effective leadership, is vital. DSOs like MB2 demonstrate the power of clear vision and mission alignment, enhancing recruitment and reducing dissatisfaction.
DSOPro: What emerging technology and workforce trends will impact talent retention in the dental industry?
Technology that enhances efficiency and patient experience is paramount. Dentrix Voice streamlines clinical notes, and Detect AI empowers clinicians to explain diagnoses visually. We also emphasize open innovation, encouraging DSOs to leverage our API exchange to integrate complementary technologies.
DSOPro: What future best practices do you foresee in dental offices?
Enhanced security and expanded AI applications will be pivotal. Robust data protection through secure API integrations is essential. We also anticipate AI streamlining more office workflows, focusing on user-friendly solutions that alleviate pain points.
DSOPro: Finally, is there anything else you’d like to add?
Consumer expectations are driving healthcare innovation. We’re focused on modernizing payments with seamless options like text and email payments that integrate directly into the PMS. This resonates with new dentists who prioritize simplicity and efficiency. We anticipate continued innovation in this area, all to improve the patient and staff experience.
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Ali Hyatt is Chief Customer & Growth Officer for Henry Schein One. She is responsible for leading customer experience and marketing, which includes running the company’s strategic marketing, communications, onboarding, implementation, training and customer success efforts. Ali is also a member of the Henry Schein One Executive Team and a Board member for the Henry Schein Cares Foundation.
Ali has more than 18 years of comprehensive marketing, business development and product experience. Before coming to Henry Schein One, she served as General Manager for Provider Commercialization and Marketing at Amwell, a leading publicly traded software company for the digital delivery of care, where she oversaw the global health system and hospital business, including marketing, product commercialization, and strategy. Prior to this role, she led business-to-business and consumer marketing at Amwell and led the company’s successful IPO. Earlier in her career, Ali led teams in marketing, product and strategy roles at Avery Dennison, American Express, and brand strategy consultancy Interbrand. She has led marketing strategies and launches for brands and products across many industries – including healthcare, retail, manufacturing, software, financial services, and consumer goods. Ali holds a bachelor’s degree in communication with honors from the University of Pennsylvania, and a Master of Business Administration from the Tuck School of Business at Dartmouth. She has been recognized as a Massachusetts Innovation and Technology Exchange All-Star.
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