Marquee Dental Gains Visibility and Accelerates Collections Across 76 Locations with InsideDesk.
Use algorithms to process the image and extract important features from it
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Use machine learning to classify the image into different categories
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Filter the images based on a variety of criteria, such as color, texture, and keywords
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Automatically group similar images together and apply a common label across them
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Convert the extracted features into a vector representation of the image
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Managing Multiple Systems Across 76 Dental Locations
Headquarters: Tennessee
DSO Size: 76 locations throughout the U.S.
Overseeing revenue cycle management for 76 dental offices spread across five states is no small feat, especially when each location runs on its own processes and, in many cases, entirely different practice management software.
That’s the challenge Patricia “Patty” Phillips and Cecelia “Cece” Herten navigate every day. Patty leads operations for the 35 offices in Florida, while Cece manages the remaining 41 locations across Tennessee, Kentucky, Alabama, and Arkansas. Together, they coordinate a decentralized network where visibility, efficiency, and consistent collections performance are critical to success.
As the old saying goes, you can’t manage what you can’t measure. InsideDesk gave Patty and Cece the ability to track claims performance with precision—clean claim rates, claims worked, days to correction, and overturn rates, all by individual. With that visibility, they shifted to an exception-based management style where no claim is ever left behind.
— Andrew Sipes, COO
The Challenge: No Unified Visibility Across Dental Locations
Before InsideDesk, visibility into claims was a daily struggle. “We didn’t have a platform where we could log into one place and see claims,” Patty explained. With eight different practice management systems ranging from multiple versions of Dentrix to EagleSoft and a few others, tracking and prioritizing outstanding claims across the network was an uphill battle. Cece recalled, “Our Days Sales Outstanding was like 60 or 70 days. We’ve got it down to 30 now.”
Rapid Adoption With A Competitive Twist
The rollout of InsideDesk was anything but ordinary. Initially, the plan was to onboard offices gradually. Instead, the team launched it to all eligible locations during what they dubbed a “collections extravaganza.”
Offices were divided into teams, and collections became a friendly but fierce competition. “Even people who didn’t work claims, people who didn’t even know a dental code, were part of a team,” Patty said. Cece added, “Our marketing director was involved. Everyone was doing something.” The result was immediate engagement and momentum.
Data-Driven Accountability and Team Efficiency (for review)
InsideDesk quickly became the go-to platform for both directors. They use it to filter claims by payer, age, or other criteria, giving AR staff a clear, prioritized workload.
Reporting capabilities allow them to hold offices accountable, identify underperformers, and reallocate resources where needed. “We’ve been able to jump into an office’s InsideDesk and start resubmitting things right away,” Cece explained. “And I can track exactly how much progress they’ve made and what percentage comes back as paid.”
“As the old saying goes, you can’t manage what you can’t measure. InsideDesk gave Patty and Cece the ability to track claims performance with precision—clean claim rates, claims worked, days to correction, and overturn rates, all by individual. With that visibility, they shifted to an exception-based management style where no claim is ever left behind.” — Andrew Sipes, COO
By tying bonus plans to controllable metrics, accountability became reinforced at every level. With this data-driven approach, collections transformed from guesswork into a discipline of execution. For Patty and Cece, InsideDesk didn’t just streamline processes—it embedded accountability into the culture of revenue cycle management across all 76 locations.
Measurable Financial Impact
With a 12% reduction in the outstanding AR, the impact has been substantial, recovering lost revenue in just the last quarter.
The improved visibility also empowered them to make collections part of monthly bonuses, tying performance directly to financial results. “They not only have to produce a certain dollar amount,” Cece said, “they have to collect it, too.”
A Non-Negotiable For Revenue Cycle Management
InsideDesk has become a non-negotiable part of their operations, seamlessly working across their multiple PMS platforms. It’s woven deeply into how their RCM team manages performance and drives collections, no matter which system a particular office is using.
“It’s the one thing that gave us visibility and made it easier to jump in where we needed to,” Patty said. Without InsideDesk’s reporting, Cece added, “we can’t see who needs support. We’re like a fire department—we have to know where to go.”
For both directors, the benefits go beyond the numbers. The platform has fostered collaboration across offices, empowered staff to take ownership of collections, and provided the data needed to make smart, timely decisions. “We love it, we love the visibility,” Cece said simply. And as Patty summed it up: “It’s made our jobs so much easier. We’re not letting it go.”
