Advertise on podcast: Front Desk Goddess Diaries

What if the biggest thing hurting your case acceptance… isn’t your fees, your patients, or even insurance itself—but the language you’re using every day? In this episode, we break down a truth most dental teams have never been taught: Insurance companies didn’t create “networks” to help patients—they created them to control behavior. And without realizing it, dental teams everywhere are reinforcing that control. We’re diving into: Why phrases like “in-network” and “out-of-network” are more harmful than helpfulWhat patients actually hear when you mention insuranceThe psychology behind why 90% of PPO patients stay in-network (even when they don’t have to)How insurance companies subtly position themselves between you and your patientSimple shifts in wording that can completely change patient perception and case acceptanceThis isn’t about misleading patients—it’s about correcting the confusion insurance companies created. If you’ve ever felt like patients are making decisions based on their plan instead of their health… this episode will change how you communicate forever. RESOURCES: Whose Insurance is it, anyway? Top 10 Ways to respond to, ‘What does my insurance cover?’ How to handle the ‘I’ word Do we need to ‘warn’ new patients that we’re out of network? The Answer is Never No 📅 Upcoming Events Want to connect in person? Mark your calendar for these opportunities to grow with us: April 22-24, 2026 – Mission Possible Case-Acceptance Super-Conference⁠⁠ - Dallas, TX November 4-6, 2026: ⁠Mission Possible Case-Acceptance Super-Conference⁠ - Phoenix, AZ 👉 Visit ⁠our website for details and registration. 👥 Looking for coaching? If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust. Let’s build something bold—together. 📩 Email ⁠[email protected]⁠ or visit our website⁠ to learn more.

Here at Brady Group, we help practices build intentional systems—clear goals, strong scheduling, and accountability that sticks. And in our coaching, we don’t just talk about performance—we give practices a scoreboard, resulting in metrics that guide and direct our next steps. But a scoreboard only works if it’s accurate and updated in real time. That’s where Dental Intelligence comes in - simplifying the process of gathering real-time data from your software, not only will it make the process of completing your scoreboard simple, but with their easy-to-use platform, you'll know exactly where the opportunities are to maximize performance every single day. Today’s episode explores what happens when strategy, accountability, and real-time data finally work together—so teams stop reacting at the end of the month and start winning on purpose. That’s why I’m excited to introduce CJ Carroll, Account Executive at Dental Intelligence. In our conversation, CJ shares how real-time data helps practices bring coaching metrics to life—turning insight into action, and opportunity into results! CLICK HERE to take advantage of the savings for Brady Group members. Want to connect in person? Mark your calendar for these opportunities to grow with us: MISSION POSSIBLE Case -Acceptance Super-Conference⁠ April 22-24, 2026 - DALLAS November 4-6, 2026 - PHOENIX 👉 Visit ⁠https://bradygroupllc.com/live-events/⁠ for details and registration. 👥 Looking for coaching? If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust. Let’s build something bold—together. 📩 Email ⁠[email protected]⁠ or visit ⁠www.bradygroupllc.com⁠ to learn more.

We’re drowning in labels. Liberal. Conservative. Pro-this. Anti-that. In today’s world, everything — from the coffee in your cup to the shoes on your feet — has been politicized. And once a label sticks, people stop seeing each other as human and start seeing only “the other side.” That’s how dehumanization creeps in, and it’s tearing teams, families, and friendships apart. But your dental office doesn’t have to mirror the chaos. In this bold episode, I pull back the curtain on why everything feels so divisive, how social resonance shapes every conversation, and what history has to teach us today. We’ll look at how this shows up with patients and teams in 2025, and why Patrick Lencioni is right — conflict isn’t the enemy. Conflict with trust creates growth. Conflict without trust is just politics. You’ll walk away with practical reset statements you can use with patients and teammates, a framework for pushing back against dehumanization, and five concrete steps to build a culture where respect, sincerity, love, and trust win the day. Because at the end of the day, politics may divide the world — but in your practice, people must always come first. 📅 Upcoming Events Want to connect in person? Mark your calendar for these opportunities to grow with us: October 10,2025: ⁠Front Desk Goddess Retreat⁠– Dallas, TXNovember 5-7, 2025: ⁠Mission Possible Case-AcceptanceSuper-Conference⁠ - San Antonio, TX👉 Visit ⁠https://bradygroupllc.com/live-events/⁠ for details and registration. 👥Looking for coaching? If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust. Let’s build something bold—together. 📩 Email ⁠[email protected]⁠ or visit ⁠www.bradygroupllc.com⁠ to learn more.

🔊 Episode Summary: If you’ve ever heard a patient say, “I’ll wait to see what my insurance covers,” and felt your soul deflate a little—you’re not alone. But here’s the truth: insurance isn’t the reason most patients say no. In this episode, I dig deep into the dental insurance myth that’s holding teams back and killing case acceptance. I'll build a data-driven case for why leading with insurance talk needs to stop. I promise not to leave you hanging! I'll show you how to reframe the conversation with connection, value, and trust—because patients say yes to what they understand and believe in, not what their plan dictates. Resources - How to Handle the 'I' WordIs Dental Insurance Really Insurance? Quick Stats and Data Sources from the Episode: 87% of Americans have dental insurance (NADP) Only 9% use their full annual benefit (Bento) 24–34% of Medicaid adults utilize covered dental services (CareQuest) 40–44% of Medicaid-covered children get a dental visit yearly (KFF) Here's the post on Instagram that inspired this episode from Dr. Brady Smith 📅 Upcoming Events Want to connect in person? Mark your calendar for these opportunities to grow with us: ·       October 10,2025: ⁠Front Desk Goddess Retreat⁠– Dallas, TX ·       November 5-7, 2025: ⁠Mission Possible Case-AcceptanceSuper-Conference⁠ - San Antonio, TX 👉 Visit ⁠https://bradygroupllc.com/live-events/⁠ for details and registration. 👥 Looking for coaching? If this episode sparked something and you’re ready to go deeper, we offer personalized coachingfor dental teams ready to build a culture of clarity, commitment, and trust. Let’s build something bold—together. 📩 Email ⁠[email protected]⁠ or visit ⁠www.bradygroupllc.com⁠ to learn more!

Episode Summary:You’ve got empathy. You’ve got training. But let’s be honest—handling upset patients can still leave you rattled. In this episode of The Front Desk Goddess Diaries, we’re breaking down a simple, powerful 4-step framework to calm the chaos, defuse frustration, and keep the conversation productive (even when someone’s steaming mad). We’ll walk through real-world roleplay scenarios, patient phrases that trigger team stress, and how to respond without getting defensive, over-explaining, or burning out. PLUS — what to say when someone crosses the line and starts being truly disrespectful. This isn’t about being perfect. It’s about being present, professional, and prepared. You’ll learn: The 4-step script to calm upset patients fast What to say instead of “I’m sorry” (and why it matters) How to handle angry outbursts without getting pulled in Mic-drop one-liners for setting boundaries with grace Why proving you're right rarely works—and what to do instead Resources Mentioned: Download the Patient Communication Cheat Sheet Mic-Drop One-Liners for Verbally Abusive Patients Team Discussion Guide for this Episode 📅 Upcoming EventsWant to connect in person? Mark your calendar for these opportunities to grow with us: October 10,2025: Front Desk Goddess Retreat– Dallas, TX November 5-7, 2025: Mission Possible Case-Acceptance Super-Conference - San Antonio, TX 👉 Visit https://bradygroupllc.com/live-events/ for details and registration. 👥 Looking for coaching?If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust.Let’s build something bold—together. 📩 Email [email protected] or visit www.bradygroupllc.com to learn more.

In this episode, we crack open the classic story of the chicken and the pig to explore a powerful truth: Are you just involved in your practice… or are you committed? We’ll break down what real commitment looks like in a dental office, why it matters more than ever, and how both leaders and team members can stop laying eggs and start bringing the bacon. Whether you’re a doctor or team member, this episode will challenge you, inspire you, and give you a laugh (or two). It’s time to stop showing up on autopilot—and start showing up with purpose. 👉 Download the “Be the Bacon” Team Discussion Guide 📅 Upcoming EventsWant to connect in person? Mark your calendar for these opportunities to grow with us: October 10,2025: Front Desk Goddess Retreat– Dallas, TX November 5-7, 2025: MIssion Possible Case-Acceptance Super-Conference - San Antonio, TX 👉 Visit https://bradygroupllc.com/live-events/ for details and registration. 👥 Looking for coaching?If this episode sparked something and you’re ready to go deeper, we offer personalized coaching for dental teams ready to build a culture of clarity, commitment, and trust.Let’s build something bold—together. 📩 Email [email protected] or visit www.bradygroupllc.com to learn more.

What's the biggest mistake dentists make when it comes to marketing? What's the one thing you can do to market your practice with the most significant ROI? How long does it take to see results with marketing? Amy asks these questions during her conversation with Xaña Winans, CEO, founder, visionary, and lead strategist at Golden Proportions Marketing. EPISODE RESOURCES - ⁠https://www.goldenproportions.com/⁠⁠ ⁠Click to Schedule a 'Marketing Breakthrough' Introductory Call with Erika Fritz⁠ LOOKING FOR TEAM TRAINING?   Front Desk Goddess Retreat DALLAS - April 12, 2024 MISSION:POSSIBLE CaseAcceptance Super-Conference! SALT LAKE CITY - May 8-10, 2024 AUSTIN - November 6-8, 2024

Did you know that your defensiveness could be killing collaboration and problem-solving? Take a listen to find out what triggers your defensiveness and how to reign it in. Radical Collaboration by James Tamm Ted Talk - James Tamm Looking for Team Training? ⁠ Front Desk Goddess Retreat ⁠ - DALLAS - Friday, April 12, 2024 ⁠Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference! ⁠ SALT LAKE CITY, May 8-10, 2024

Do you wish you could convert more new patient callers? Check out this episode to discover 3 things that could be getting in the way! EPISODE RESOURCES - New Patient Welcome Packet New Patient Phone Bullet Points ⁠Open-Ended Questions⁠ ⁠ LIVE Team Training Events – ⁠Front Desk Goddess Retreat ⁠  SALT LAKE CITY, October 27, 2023 Register NOW for MISSION:POSSIBLE CaseAcceptance Super-Conference! ⁠ ORLANDO, November 8-10, 2023 VIRTUAL Events/Training - Doctor Webinar - Do you have the GUTS to do what it takes to create the practice you really want? August 25, 8-10 AM MST Front Desk Goddess Academy - . On-Demand Training for ALL things front office!

EPISODE RESOURCES - Open-Ended Questions 7 Ways to get Patients to Call you back LOOKING FOR TEAM TRAINING? Check out our upcoming LIVE and VIRTUAL Opportunities!   VIRTUAL Team Events –  Front Desk Goddess Retreat  -   Friday, June 23, 2023, 9 AM - 12 PM, Central  Jump Off the Insurance Hamster Wheel  -  Friday, July 14, 2023, 9 AM - 12 PM, Central LIVE Team Events - Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference! In Orlando, November 8-10, 2023 Check out our other podcast - RICH HAPPY DENTIST PODCAST

What you'll learn in this episode -  How to decide which plan to drop first What to do when patients receive a letter from their insurance telling them to find another dentist Whether or not you should send a letter to patients notifying them of the change How to respond to common patient questions  REGISTER HERE for Jump Off the PPO Hamster Wheel Virtual Event Friday, March 24, 2023 9:00 AM - 12:00 PM, Central time Free Resource- How to communicate PPO status in a positive way without misleading patients LOOKING FOR ADDITIONAL TEAM TRAINING?        Check out our new Front Desk Goddess Academy Virtual Courses!        Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference!   April 26-28, 2023 in Las Vegas

Today I have the pleasure of visiting with Mary, Hygienist Extraordinaire! Mary has played an instrumental role in helping the practice transition toward patient-centered systems. As a result of the efforts of Dr. Alan Walker and his entire team, they’ve been able to work less while income while earning MORE INCOME. Not just the doctor, but his entire crew!   Today Mary shares her experience with Brady Group Coaching, and how listening to patients makes a significant difference in patient relationships. LOOKING FOR TEAM TRAINING? Check out our new VIRTUAL Courses! Front Desk Goddess 'Jump Start' '6 Ways We Screw Up Case Acceptance, and How to Recover' Jump Off the PPO Hamster Wheel LIVE TEAM TRAINING - Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference!   November 9-11, 2022 in Orlando, FL

Experience at the front desk in a dental office doesn't necessarily equal success when it comes to answering the phone.  In this episode I'll share 5 things that 'experienced'  teams are missing when it comes to maximizing new patient opportunities! New Patient Phone Call Bullet Points New Patient Welcome Packet and Letter

If you're allowing gossip, you're killing your team culture!  In this episode I'll give you tips on how to 'detox' your team by getting rid of the chatter! LOOKING FOR TEAM TRAINING? Check out our new Front Desk Goddess Academy Virtual Courses! LIVE Front Desk Goddess Retreat  - Tyler, TX, Friday, October 14th Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference!   November 9-11, 2022 in Orlando, FL EPISODE RESOURCES Gossip Research  Dave Ramsey no tolerance for gossip

Frustrated by flaky new patients who cancel or no show? It could actually be your fault...  In this episode I'll share ways to increase the level of value and enthusiasm so that new patients actually show up in your office! Are you on the verge of BURNOUT? Do you feel as if you are ALL ALONE when it comes to the challenges you face? You don't have to do it by yourself!  If you’re ready to kick the Sunday night blues to the curb, register now for our brand new Front Desk Goddess Academy All-Access Virtual Coaching! Looking for live team training? Register NOW for MISSION:POSSIBLE Case Acceptance Super-Conference! Nov. 9-11, 2022 in Orlando, FL Check out our other podcast - RICH HAPPY DENTIST PODCAST