AADOM PODcast – Tech Transformed: How Embracing Technology Can Revolutionize

Embracing Technology in Modern Dental Practices: Moving Beyond the Fax Machine

By Laura Nelson, MS, FAADOM

Over 20 years ago, I started my journey in dental office management.

Back then, “technology” meant putting floppy disks into our server to update the insurance software.

AI? That was something out of a sci-fi movie.

As an office manager, I was fiercely protective of my team and our systems. I didn’t want anyone else managing the operations of my office—it was ours to control.

But now, as the founder of Front Office Rocks, I’ve seen the industry evolve. And the truth is, we’re lagging the rest of the world when it comes to embracing technology.

We’re still using fax machines, while other industries have long since moved on. It’s time for us to step up and start embracing the future—not just for efficiency’s sake, but because our patients are demanding it. In all other aspects of their lives, they can book appointments online, pay bills via text, and handle everything digitally. Why should dental practices be any different?

Technology Isn’t Just a Nice-to-Have—It’s a Must-Have for Your Patients

I’m all about customer service. Anyone who knows me knows that.

But here’s the thing: even the best customer service won’t save your practice if it’s a pain to work with you.

There are two reasons patients leave a practice, in my opinion: one is poor customer service, and the other is because our systems don’t work well. And technology is a critical part of those systems.

Put yourself in your patients’ shoes for a moment. They’re living in a world where everything is convenient—appointments, bills, communication—it’s all at their fingertips.

Yet, in our industry, we’re asking them to wait on hold, fill out paper forms, and deal with outdated processes. As much as they might love you and your team, if it’s not easy to work with your office, they’ll eventually leave for someone who makes their life simpler.

Using Technology to Gain Time and Improve Efficiency

There’s one resource we never seem to have enough of in a dental office—time. No matter how good your systems are, time is always the limiting factor. And that’s exactly where technology can make the biggest difference.

Using technology not only helps enhance the patient experience but also plays a critical role in how efficiently you run your practice. Think about how much time your team spends on repetitive tasks—calling patients to confirm appointments, chasing down unpaid bills, manually entering data.

What if technology could take over some of these tasks?

Imagine how much time you’d get back for more important work, like patient care.

With the right tools, you can automate appointment reminders, streamline billing, managing your equipment and ensure that your systems are up and running all the time. And let’s face it, if your systems fail, your practice stalls. Having reliable, tech-driven systems means your practice can operate smoothly, and you’re not wasting time fixing glitches or chasing down paper trails.

The more efficient your office becomes, the more you can focus on what truly matters: providing exceptional care and service. Technology can make your team more effective by taking on the repetitive work and allowing them to focus on tasks that require a personal touch. When your team isn’t bogged down with admin work, they’re happier, more productive, and can provide better service to your patients.

Overcoming the Fear of Change

I get it. The thought of overhauling your systems is daunting. I was that office manager who wanted to control everything. I didn’t trust anyone to handle my office’s operations outside of my team. And, like many of you, I’ve had tech implementations in the past that didn’t go well. They were frustrating, expensive, and often caused more chaos than improvements.

But here’s the reality:

Avoiding technology altogether is not the answer. We need to learn from those past mistakes and move forward.

The key is to start small. You don’t have to revamp everything at once. Look for quick wins—online scheduling, automated appointment reminders, digital billing. These smaller steps build confidence in your team and pave the way for more significant changes down the road.

And remember, technology doesn’t have to be a one-size-fits-all solution. Do your homework and find the tools that fit your practice. Invest in training so your team feels prepared, and get them involved in the process. When your team is on board, the transition becomes much smoother.

Why Leadership Matters

As a leader, you set the tone for how your team approaches technology. If you’re hesitant or resistant, they will be too. But if you lead with a vision of how technology can make their jobs easier, reduce stress, and improve patient care, they’re much more likely to embrace it.

In my experience, the practices that successfully integrate technology are those where leadership is fully committed to innovation. You don’t have to be a tech expert, but you do need to show your team that you’re behind this 100%. Foster a culture of open communication—let your team share their concerns, ask questions, and celebrate the wins together.

It’s Time to Meet Patients Where They Are

Patients today are more tech-savvy than ever, and their expectations for healthcare reflect that. They don’t just want convenience—they demand it. They can shop online, book flights, and even have virtual doctor visits, all from their phones. Why should their dental experience be any different?

Here’s how technology can elevate the patient experience:

• Convenience: Online scheduling, automated reminders, and digital paperwork save time and reduce friction for patients.

• Transparency: Digital tools for treatment planning and payments give patients greater insight into their care.

• Comfort: Advanced diagnostic tools like intraoral scanners and 3D imaging reduce the need for uncomfortable procedures.

When you embrace technology, you’re not just improving your internal processes—you’re delivering the kind of experience that today’s patients expect. And in doing so, you’re building stronger, longer-lasting relationships with them.

Moving Forward with Confidence

I know change can be scary, but staying stagnant is even scarier. The world is moving forward, and if we don’t adapt, we’ll be left behind. From increasing operational efficiency to enhancing the patient experience, technology is no longer optional—it’s essential.

Take it from someone who’s been in your shoes. The practices that will thrive in the future are the ones that embrace innovation and adapt to the changing landscape of patient expectations. It’s time to move beyond the fax machine, regain control of your time, and step confidently into the future of dental care.

Episode Summary

In this episode, Laura Nelson, founder of Front Office Rocks, dives into the critical role of technology in modern dental practices. The dental industry is lagging behind other sectors, with many offices still relying on outdated tools like fax machines. But it’s time to move forward, not just for efficiency, but because today’s patients expect it. Laura will explore the benefits of embracing new technology, share actionable tips for successfully integrating it into your practice, and explain why it’s crucial to overcome the fear of past failures.

Episode Notes