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Insurance Untangled: Daily Summaries Delivered
by Naren Arulrajah
Are you tired of feeling chained to insurance companies and their restrictive policies?As a dentist, you have the skills and expertise to provide top-notch patient care, but insurance dependence may be holding you back. By reducing your reliance on insurance, you can take control of your practice, increase profitability, and provide the highest quality care without limitations.Join us weekly as we dive into a topic related to insurance negotiations and working with insurance providers. Our expert guests share their insights and experience, providing practical tips and strategies for getting the best possible outcomes. Whether you're a healthcare provider, an insurance industry professional, or someone looking to learn more about insurance, our podcast is for you.
Latest Episodes
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- 5 days ago23 min
The Revenue Leak No One Talks About
Why are dental practices working harder, producing more, and still leaving money behind? In this episode of the Insurance Untangled Podcast, host Angie sits down with Monica Cappelli, founder of Revv Billing Systems, to discuss one of the biggest hidden challenges inside dental practices: revenue leakage. Monica brings more than 20 years of dental industry experience and works closely with practices on revenue cycle management, insurance workflows, billing systems, and operational improvements. Together, Angie and Monica explore why many practices believe they have a collections problem when the real issue often begins much earlier in the process. From inaccurate insurance verifications and incorrect fee schedules to claim errors, payment posting issues, aging accounts receivable, and inconsistent follow-up, Monica explains how small workflow gaps can quietly turn into thousands of dollars in lost revenue. The conversation also dives into the connection between revenue cycle management and team burnout. Monica shares why front-office teams often carry an overwhelming amount of responsibility, how unclear systems create unnecessary stress, and why strong SOPs, accountability, training, and shared processes are essential for building a more stable practice. Rather than treating billing and collections as separate tasks, Monica explains how practices can create a complete revenue cycle system where every step — from verification to payment posting — works together to protect profitability. Whether you are a dental practice owner, office manager, or team leader, this episode will help you identify where revenue may be slipping away and how to build stronger systems that allow your practice to collect what it has already earned. Topics discussed include: • Why many dental practices have a revenue problem before they have a collections problem • How small insurance verification mistakes can create major financial losses • Why incorrect fee schedules and patient estimates can quietly reduce profitability • What a strong revenue cycle management system looks like from verification to payment posting • How billing chaos contributes to front-office stress and team burnout • Why every revenue cycle task needs clear ownership and accountability • The importance of SOPs, training, and cross-functional communication • Common claim and payment posting mistakes that cost practices money • Why practices should monitor AR reports, production, collections, and patient balances regularly • How small write-offs and uncollected balances can add up to significant revenue loss • When practices should consider outside revenue cycle support • The first steps owners can take to protect the revenue they have already earned Connect with Monica Cappelli: Founder, Rev Systems Insurance Untangled is dedicated to helping dental practice owners navigate growth, operations, insurance, leadership, marketing, profitability, and stronger practice systems through conversations with industry experts and successful practice leaders.
- 2 weeks ago27 min
The Office Manager's Greatest Leadership Mistake: Building a Practice That Depends on One Person
Why do so many dental practices depend on one highly capable person to keep everything running? In this episode of the Insurance Untangled Podcast, host Manjali Kulathunga sits down with Rebecca Herring, Chief Executive Officer of Transformational Dental Coaching, to discuss one of the biggest hidden leadership risks inside dental practices: building a business that depends too heavily on one person. Rebecca explains why having a strong office manager can be a major asset, but also how it can become a serious vulnerability when passwords, insurance knowledge, scheduling decisions, team processes, and daily problem-solving all live inside one person's head. The conversation explores the warning signs of "superhero dependency," how dental teams become too reliant on one default problem-solver, and why this can limit the growth of both the practice and the office manager. Rebecca also shares how documentation, cross-training, workflows, accountability, and clear systems can help practices move from dependence to stability. Instead of one person constantly saving the day, the goal is to build a team that can confidently operate with shared knowledge and trusted systems. Whether you are a dentist, practice owner, office manager, or dental team leader, this episode will help you understand how to build a stronger practice that does not fall apart when one key person is out of the office. Topics discussed include: • Why depending on one highly capable office manager can become risky • The difference between being valuable and becoming a bottleneck • Warning signs of "superhero dependency" in a dental practice • What happens when every question is routed back to one person • Why office managers should not fear documenting and sharing knowledge • How cross-training can make leaders more valuable, not replaceable • Where to start when important information lives in one person's head • What should be documented first inside the practice • How to identify the areas most vulnerable to one-person dependency • Why strong systems create stronger teams and healthier practices Connect with Rebecca Herring: Chief Executive Officer, Transformational Dental Coaching Insurance Untangled is dedicated to helping dental practice owners navigate growth, operations, insurance, leadership, marketing, profitability, and stronger practice systems through conversations with industry experts and successful practice leaders.
- Aug 23, 202633 min
Stop Guessing. Start Leading. How to Read Your KPIs and Make Better Business Decisions
Why do so many dental practice owners have access to plenty of numbers — but still struggle to know which ones should guide their decisions? In this episode of the Insurance Untangled Podcast, host Manjali Kulathunga sits down with Kristie Kapp, Co-Founder of EBITDent.co, to discuss how dental practice owners can stop guessing, start leading, and use their KPIs to make better business decisions. Kristie explains why the problem is not usually a lack of data. Most practices already have dashboards, reports, and performance metrics. The real challenge is knowing which numbers actually matter, how they connect to the profit and loss statement, and how to turn those insights into confident leadership decisions. The conversation explores the KPIs every practice owner should understand, the mistakes that happen when owners react emotionally to incomplete data, and how to create a rhythm of daily huddles, weekly meetings, and monthly scorecards that turns numbers into meaningful action. Kristie also shares how leaders can introduce KPIs without making the team feel watched or judged. Instead, the right numbers can create clarity, shared accountability, and a stronger sense of winning together. Whether you are a solo practice owner, managing a growing team, or trying to improve profitability without guessing your way through decisions, this episode will help you understand how to use your numbers as a leadership tool — not a source of pressure. Topics discussed include: • Why dental practices struggle to turn data into better decisions • Which KPIs matter most for practice profitability • How KPIs connect to the profit and loss statement • Common mistakes owners make when reviewing metrics • Why incomplete data can lead to poor business decisions • How to introduce KPIs without making the team feel judged • Creating shared accountability through numbers • The role of daily huddles, weekly meetings, and monthly scorecards • How to turn insight into action and lead with more confidence Connect with Kristie Kapp: Co-Founder, EBITDent.co Insurance Untangled is dedicated to helping dental practice owners navigate growth, operations, insurance, leadership, marketing, profitability, and smarter business decision-making through conversations with industry experts and successful practice leaders.
- Aug 14, 202623 min
The Next Billion-Dollar Opportunity in Dentistry
Why is the future of dentistry moving beyond teeth — and into sleep, airway, breathing, and whole-body health? In this episode of the Insurance Untangled Podcast, host Manjali Kulathunga sits down with Dr. Rad to explore one of the biggest emerging opportunities in modern dentistry: integrating sleep and airway services into the dental practice. Dr. Rad explains why dentists are in a unique position to recognize signs connected to sleep-disordered breathing, airway issues, bruxism, dry mouth, periodontal problems, and overall patient health. While many patients struggle with sleep-related issues without ever receiving the right evaluation, dental teams often see warning signs every day during routine visits. The conversation dives into why many dentists overlook sleep and airway dentistry, what holds practices back, and how simple systems, training, screening, home sleep testing partnerships, medical billing support, and patient education can help practices introduce these services responsibly. Dr. Rad also shares how sleep dentistry can create a stronger and more sustainable practice model without simply adding more patients, working longer hours, or becoming more dependent on insurance-driven dentistry. Whether you are a solo practice owner, a growing dental team, or a practice leader looking for new ways to improve patient outcomes and build long-term value, this episode will help you think differently about the future of dentistry.
- Aug 7, 202627 min
Fighting Back: Fee Negotiations and Taking Control of Dental Insurance
Why do so many dental practices feel like insurance companies control their fees, their write-offs, and their profitability? In this episode of the Insurance Untangled Podcast, host Manjali Kulathunga sits down with Tessina Bullock, President of Verus Dental, to discuss one of the most frustrating challenges dental practices face today: managing insurance fees without allowing insurance companies to control the financial health of the practice. Tessina explains why many practice owners mistakenly believe PPO fee schedules are fixed, negotiations are impossible, and insurance write-downs are just part of doing business. In reality, practices may have more opportunities to negotiate, strengthen their systems, and protect their revenue than they realize. The conversation dives into what practices need to understand before starting the negotiation process, including office fee schedules, frequently billed procedures, contract structures, write-offs, downgrade codes, provider leverage, and how to find the right contacts inside insurance networks. Tessina also shares why dental offices must stop allowing insurance companies to "train" their teams, how denials and claim requirements can be challenged, and why understanding contracts, documentation, and legal rights is essential for protecting revenue. From PPO negotiations and umbrella networks to IPAs, claim appeals, and knowing when a plan may no longer be a good business relationship, this episode gives dental leaders a clearer path to take back control. Whether you are a solo practice owner, managing multiple providers, or trying to reduce dependence on PPO-driven revenue, this episode will help you think more strategically about insurance participation, fee negotiations, and practice profitability.
- Jul 31, 202625 min
The Art of PPO Fee Negotiation
Why do so many dental practices accept low PPO reimbursements as if they have no other choice? In this episode of the Insurance Untangled Podcast, host Manjali Kulathunga sits down with Benjamin Tuinei, President of Veritas Dental Resources, to discuss one of the most frustrating and financially important challenges dental practices face today: PPO fee negotiation. Ben explains why PPO fees are not always as fixed as many practice owners believe, and how that mindset can quietly cost practices thousands in lost revenue, unnecessary write-offs, and reduced profitability. The conversation explores where reimbursement opportunities are often hiding, why many practices miss them, and how the right negotiation strategy can help dental teams increase revenue without simply working harder or adding more production. Ben also breaks down common "insurance games" that can lead to unnecessary income loss, confusing contract terms, credentialing issues, and payer communication challenges that leave practice owners feeling overwhelmed. Whether you are a solo practice owner, managing a growing team, or trying to reduce your dependence on PPOs, this episode offers practical insight into how to negotiate smarter, protect profitability, and take back more control over the revenue your practice has already earned. Topics discussed include: • Why PPO fee negotiation matters for dental practice profitability • The mindset shift practice owners need around PPO reimbursements • Where hidden reimbursement opportunities are often found • Why many practices leave money on the table without realizing it • Common insurance tactics that increase write-offs and reduce income • How contract and credentialing issues can affect revenue • First steps practices can take to negotiate from a stronger position • Why PPO strategy is a leadership and sustainability issue • How better fees and stronger systems can protect long-term practice health Connect with Benjamin Tuinei: President, Veritas Dental Resources Insurance Untangled is dedicated to helping dental practice owners navigate growth, operations, insurance, billing, leadership, marketing, and profitability through conversations with industry experts and successful practice leaders.
- Jul 24, 202645 min
The Experience that Keeps Them Coming Back
Why do some patients stay loyal to a dental practice for years, while others disappear after just one visit? In this episode of the Insurance Untangled Podcast, host Don Adeesha sits down with Kelly Fox-Galvagni, Owner of Smile Potential Dental Coaching, to explore how patient experience plays a powerful role in retention, referrals, and long-term practice growth. Kelly shares why creating a great clinical outcome is only one part of the equation. From the first phone call to the final follow-up, every interaction shapes how patients feel about the practice, the team, and the care they receive. The conversation dives into the habits, systems, and leadership decisions that help dental practices create a consistent experience patients remember, trust, and want to return to. Kelly also discusses how stronger communication, team alignment, and intentional patient touchpoints can improve retention without relying only on marketing or discounts. Whether you're a solo practice owner, leading a growing team, or working to improve patient loyalty, this episode offers practical insights into building an experience that keeps patients coming back. Topics discussed include: • Why patient experience directly impacts retention and growth • The moments that shape a patient's decision to return • How dental teams can create more consistent patient interactions • Why communication matters before, during, and after the appointment • Building trust through small details and intentional systems • How leadership influences the patient experience • Practical ways to improve loyalty, referrals, and long-term practice success Connect with Kelly Fox-Galvagni: Smile Potential Dental Coaching Insurance Untangled is dedicated to helping dental practice owners navigate growth, operations, leadership, marketing, patient experience, and profitability through conversations with industry experts and successful practice leaders.
- Jul 14, 202637 min
Why Only Half Your New Patient Calls Are Actually Converting
In this episode of the Insurance Untangled Podcast, host Don Adeesha sits down with Perrin Desportes, founder of Next Level Executive, to break down the math behind real, sustainable revenue growth for dental practices. Perrin shares the simple revenue equation every practice owner should understand: opportunities, conversion rate, and average treatment value. He explains why so many practices focus on just one of these levers instead of improving all three, and how that gap quietly limits growth. The conversation dives into phone conversion rates, revealing that industry wide, only about half of new patient inquiries actually convert into booked appointments once you factor in answered calls and follow through. Perrin also addresses case acceptance without the sales pressure, offering practical ways to help patients say yes to treatment while keeping the experience trustworthy and low pressure for both patients and staff. Whether you are running a solo practice or scaling a group, this episode offers a clear framework for identifying where revenue is being left on the table and what to do about it. Topics discussed include: The three part revenue equation: opportunities, conversion, and average treatment value Why focusing on only one lever limits overall growth How phone conversion rates impact new patient flow Increasing case acceptance without feeling salesy or pushy How scheduling and broken appointments affect financial performance Where to start if you can only focus on one lever for the next 90 days Common mistakes practices make when building or scaling a group Connect with Perrin Desport: Next Level Executive Insurance Untangled is dedicated to helping dental practice owners navigate growth, operations, insurance, billing, leadership, compliance, and profitability through conversations with industry experts and successful practice leaders.
About Insurance Untangled
Are you tired of feeling chained to insurance companies and their restrictive policies?As a dentist, you have the skills and expertise to provide top-notch patient care, but insurance dependence may be holding you back. By reducing your reliance on insurance, you can take control of your practice, increase profitability, and provide the highest quality care without limitations.Join us weekly as we dive into a topic related to insurance negotiations and working with insurance providers. Our expert guests share their insights and experience, providing practical tips and strategies for getting the best possible outcomes. Whether you're a healthcare provider, an insurance industry professional, or someone looking to learn more about insurance, our podcast is for you.
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