Leadership and Communication in Dentistry

Leadership and Communication in Dentistry

A Practical Guide to Your Practice,

Your Patients, and Your Self

Joseph P. Graskemper

Clinical Associate Professor,

Stony Brook School of Dental Medicine,
Stony Brook,
NY, USA
This edition first published 2019
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Library of Congress Cataloging‐in‐Publication Data
Names: Graskemper, Joseph P., author.
Title: Leadership and communication in dentistry: a practical guide to your practice,
your patients and your self / Joseph P. Graskemper.
Description: Hoboken, NJ: Wiley-Blackwell, 2019. | Includes bibliographical
references and index. |
Identifiers: LCCN 2018054061 (print) | LCCN 2018055297 (ebook) | ISBN 9781119557142
(AdobePDF) | ISBN 9781119557135 (ePub) | ISBN 9781119557210 (paperback)
Subjects: | MESH: Interpersonal Relations | Practice Management, Dental |
Leadership | Communication | Insurance, Dental | Dentists–psychology
Classification: LCC RK58.5 (ebook) | LCC RK58.5 (print) | NLM WU 61 |
DDC 617.60068–dc23
LC record available at https://lccn.loc.gov/2018054061
Cover Design: Wiley
Cover Images:© Beautiful landscape/Shutterstock, © Martin Barraud/Getty Images
Set in 10/12pt Warnock by SPi Global, Pondicherry, India
Printed in the United States of America

10 9 8 7 6 5 4 3 2 1
 v

Contents

Preface  vii
Acknowledgments  ix

Section 1  L eadership and Success in Communication with

Dental Insurance Companies  1

1 Understanding Insurance Companies  3

2 Insurance Negotiations  17

3 Preferred Provider Organization (PPO) Contractual Issues  23

4 Estimation of Benefits Problems  31

5 Appeals Letters  39

6 Leadership to Interface with Your Community  51

Section 2  L eadership, Communications, and Success for

Your Practice  57

7 Listening 59

8 Patient Motivation  73

9 Leadership of Personnel  81

10 The Office Policy Manual  99

vi Contents

Section 3  Leadership, Communication, and Success for Your Self  119

11 Understanding Leadership  121

12 Your Self  133

Index  151
 vii

Preface

This book is the result of many recent dental school graduates seeking advice
regarding the direction their careers and their lives were heading. Some lost
the balance required to maintain a healthy practice and a healthy home life.
Some would mention after our sessions on leadership that they never heard of
such material and wished they had more information. To maintain your life is
not only to be living successfully but also to be successful at living. In dentistry,
we need to take the lead in our involvement in dental insurance, or in our
practices as it relates to our patients and our staffs, and the lead on how we
manage ourselves to maintain that leadership and maintain our life.
Communication goes hand in hand with leadership, and therefore this book
gives great attention to how we communicate with those we lead. It is
understandable that many dental schools do not have enough scheduled time
in the education of future dentists to allot significant time to communication
and leadership. This book presents the basic understanding of communication
and leadership in the dental practice.
There are many instances when written communication is a must. A writ-
ten communication is often a memorialization of what was said or to convey
or make known one’s thoughts, reasonings, and beliefs. All great leaders
have based their leadership on great communication. There are basically
four stakeholders in dentistry: insurance companies (payers), patients, staff,
and dentists (providers). Dentists must constantly communicate with
insurance companies, patients, and staff. Dentists must also lead the
­
­insurance discussion to maintain a successful practice, lead patients to
become motivated, lead staff to perform properly, and lead the direction of
their life to be self‐dedicated and keep focused on their self and their
­families. Each requires an individualized communication regarding a variety
of issues. What must be said to a dental insurance company in advocacy for
your patient is very d­ ifferent than what is communicated to your staff/
employees and again different to one’s self to maintain leadership. Being
mindful of proper communication and leadership skills create a true balance
for the successful dentist leader. Therefore, this book has been divided into
viii Preface

three sections: Dental Insurance Companies, Your Practice, which includes

patients and staff, and Your Self.
My first book, Professional Responsibility In Dentistry: A Practical Guide to
Law and Ethics, had to deal with the legal, ethical, and practice management
issues that dentists face in their professional careers. Like my first book there
are True Case/Examples in this book to help illustrate a point or concept. It
should be pointed out that many of the suggestions, concepts, and illustrations
may need to be adapted to your jurisdiction’s rules, regulations, and laws; and
you should always retain proper legal, tax, and practice management advice
when applicable.
 ix

­Acknowledgments

I­ dedicate this book to my wife, Tara, who is always there and supportive of my
pursuits. She is my confidant, my sounding board, and the only person who
keeps me balanced in my life. She is my companion who is at my side whenever
needed. My love is beyond that which can be said with words. And “Yes,” I will
get all the “book stuff ” off the kitchen table.
I also want to acknowledge my children and their spouses for their encour-
agement and support while they are all balancing their lives and following their
roads to be successful at living. Thank you to Joey and his wife Allie, Gena and
her husband Eric, and Paige. You are all special to me. I appreciate your patience
and understanding while I took on this endeavor, often times caught up in
thought.
And to my office staff, Michele Yalamas RDH, Erin Condit RDH, Cathy
Perten, Susan Sawyer, and Sandra Richiusa for all your understanding and con-
stantly hearing: “Just a minute, I need to finish this thought” or “I’ll be right
there,” only to be reminded 10 minutes later.
I would also like to acknowledge those whom I may not have identified sooner
and from whom I have drawn my conclusions and opinions and apologize in
advance of any inadvertent omission.

Author’s Note
This work is sold with the understanding that the author is not engaged in
rendering professional services such as, but not limited to, legal or tax advice.
The advice or strategies contained herein may not be suitable to your situation
and therefore you should always seek professional advice in your jurisdiction.