Where’s the Missing Revenue Hiding? And How to Deliver a 5-Star Patient Experience…
In a world of instant gratification, TikTok trends, Google reviews, and “one-click” expectations, patients are more empowered — and picky — than ever before. That means your practice must deliver a consistent, unforgettable, and personalized experience. Not just clinical excellence — experience.
So let’s break it down.
💸 Uncovering the Hidden Revenue in Your Office
It’s not always about doing more, it’s about doing what you already offer better. Here’s where I see dental practices miss opportunities again and again:
✅ Untapped Services Sitting Idle Are you actually promoting the services your practice offers?
Invisalign / Clear Aligners
Sleep Apnea Oral Appliance Therapy
TMJ/TMD Services
Perio Protect® Trays or Perio Guard Rx
Professional Whitening (e.g. KöR, Opalescence, Zoom)
Arestin® or locally applied antibiotics
Night Guards and Custom Sport Mouthguards
Laser Therapy
Oral DNA or Salivary Diagnostics
Botox for TMD
Dermal Fillers
Frenectomies & Myofunctional Therapy
Oral Cancer Screening Devices
Ozone Therapy
Intraoral Scanning for Smile Preview
Same-Day 3D Printing Services
These are revenue-producing services patients can’t get on Amazon — only from you. But patients don’t know unless you educate them — with your front office, your website, and your chairside conversations.
🌟 The First Impression: Front Office Power
Let’s talk about your first and most critical point of contact — your front office coordinator.
That first phone call? It sets the tone for everything else.
Is the voice warm and inviting?
Are they trained to speak confidently about your specialties?
Do they make the patient feel like they’ve found their new dental home?
This person is not “just” a receptionist. They’re your Director of First Impressions — your Patient Concierge. And they have the power to open the door to treatment or close it before it begins.
♿ Do You Support Patients with Special Health Care Needs?
This is where true care and real impact begins. As healthcare providers, it is our ethical responsibility to care for all patients, including those with physical, developmental, or behavioral health conditions.
🧠 Do you offer extra time for patients who need more help?
🗓️ Do you plan desensitization appointments before actual care?
📞 Do you call caregivers or coordinate with physicians?
If yes — are you documenting it properly?
The ADA recognizes these services under CDT Code D9997 – Case Management for Patients with Special Health Care Needs. This code captures the additional time and coordination provided to ensure equitable access to dental care. As a daughter to a father who is permanently wheelchair bound, finding a provider that can accommodate my father's needs is important.
You can also use:
D9992 – Care coordination with other providers
D9994 – Patient education for better understanding and compliance
D9993 – Motivational interviewing
D9991 – Support with transportation or barriers to care
Even if these services are not yet reimbursed by all payers, documenting them is essential — not just for compliance, but for culture. You’re telling a story: we care, and we go the extra mile.
This builds trust with patients, shows value in audits, and strengthens your team’s sense of purpose. It's not just billing — it’s advocating.
📦 Bundle the Experience, Not Just the Service
Patients don’t want just a cleaning — they want a streamlined 5-star patient experience.
Make sure you’re offering:
✨ Clear Financial Policies & Estimates
✨ In-house Discount Plans
✨ Care Coordination & Patient Follow-Up
✨ Referral Reward Programs
✨ Same-Day Treatment Options
And remember, those CDT case management codes don’t just help with billing — they reinforce your commitment to patient-centered care.
🧠 Ask Yourself…
Does your team know what services you're trying to grow?
Do your systems reflect your values?
Can every team member explain at least one wow service you offer?
Is your patient journey seamless from phone call to follow-up?
Is your biller documenting CDT codes that reflect the extra care you provide?
🏆 A 5-Star Experience is Not a Mystery
Patients want to leave a review — if you give them something to talk about. Moments of unexpected excellence create loyalty:
Welcome bags with essentials
A hand-signed thank-you card
Same-day follow-up calls
Birthday or dental anniversary texts
These little touches stack up. And when paired with clear care navigation, transparent financials, and specialty service options — you’ve just built a 5-star experience.
📣 What You Can Do Today:
✅ Review your specialty services — are they being offered and explained?
✅ Train your front desk on welcoming scripts and service highlights
✅ Audit your treatment plan & patient communication workflows
✅ Implement D9991-D9997 where applicable — document your care
✅ Build your 5-star checklist and hold your team to it
✅ Partner with Arevalo Elite Services for system support and billing optimization
💼 From the Consultant's Desk:
As a BCPA (Board Certified Patient Advocate) and Dental Billing Specialist of Arevalo Elite Services, I’ve seen the magic happen when offices align care, communication, and documentation. And guess what? Patients feel it.
So here’s the real question:
What makes your office unforgettable? Find it. Refine it. And let’s help the world experience it.
Let’s build a practice that patients love, trust, and rave about — one detail, one code, and one smile at a time.
A Treat for Our Readers…
As a thank you for diving into this month’s edition of The Dental Detective, we’ve got something special for you:
🦷 FREE DOWNLOAD: Our Exclusive 5-Star Patient Experience Checklist! Curated for our email subscribers and designed to help your practice deliver next-level care — every single time.
✅ Actionable ✅ Printable ✅ Team-friendly ✅ Created by Shelbey Arevalo for real-world dental workflows
🔗 Sign up here to access your free checklist
— Shelbey Arevalo The Dental Detective 🕵️♀️ Founder | Elite Dental Systems + NDAP
www.EliteDentalsystems.com - Email: Contact@elitedentalservices.net - Call: (916) 269-9899
