Ep 8: Your Front Staff Isn't Failing — Your Systems Are

My dental friendos: when a practice is struggling with collections, insurance aging, or accounts receivable, we find that it’s easy to assume the front desk just isn’t doing their job. But in our experience, it isn't usually a people-problem... It’s typically a system problem. Or lack thereof. (yiiiiikes)

In this episode of The Truth Decay Podcast: Talking Dollars and Sense, Sara Baker and LaRae McMullen share a client story that tells this tale: a dental office was convinced their front desk staff was the issue. However, once we got inside, we discovered a different perspective: their team was working hard, but without structure, guidance, or the right tools.

Today's conversation explores why even talented, dedicated staff can’t thrive without clear systems — and how the right processes can transform your collections, efficiency, and morale.

What you’ll learn in this episode:

• Why front desk burnout is often caused by broken workflows, not bad employees
• How outdated fee schedules and missing processes quietly derail collections
• The essential reports you should be running (and what they reveal)
• Two simple ways to start uncovering what your team really needs to succeed
• How systems create accountability, clarity, and consistent results

💡 Takeaway: Your front office isn’t failing. Your systems are. And the good news? Systems can be fixed.

📺 Watch the full episode on YouTube: https://www.youtube.com/watch?v=QpA2NA-STNk

🎧 Or listen on Apple, Spotify, or any major podcast platform — just search The Truth Decay Podcast.

💬 Got questions or want to share your story? Reach out at [e-mail] or connect with us at sddentalsolutions.com.

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