When the Front Office Walks Out:
A Case Study in Remote Staffing\, Practice Continuity\, and Patient Exper
ience
Course Introduction
Front offi
ce turnover can bring a dental practice to a standstill. When the people w
ho answer the phones\, manage the schedule\, verify insurance\, follow up
with patients\, and keep administrative systems moving suddenly leave\, th
e impact is immediate: missed calls\, delayed follow-up\, frustrated patie
nts\, overwhelmed clinical teams\, and lost production.
In this case
-based course\, Dr. Josh Solomon will share how his practice navigated a s
ignificant front office staffing disruption and rebuilt operational stabil
ity using a remote front office model. The discussion will explore what wo
rked\, what was challenging\, and what other practices can learn from the
experience.
Participants will gain a practical understanding of how
remote administrative support can be structured\, what responsibilities ca
n be handled outside the physical office\, and how to maintain accountabil
ity\, communication\, HIPAA awareness\, and patient trust. The course will
also address common concerns around team buy-in\, patient satisfaction\,
workflow integration\, and hiring the right remote team members.
Thi
s session is designed to provide an honest\, peer-led look at remote staff
ing as one possible strategy for improving practice continuity\, reducing
administrative strain\, and supporting a consistent patient experience.
Course Objectives
By the end of this course\, p
articipants will be able to:
- Identify the operational i
mpact of front office turnover on scheduling\, patient communicat
ion\, insurance workflows\, billing follow-up\, team morale\, and practice
continuity.
- Evaluate which front office responsibilities
may be appropriate for remote administrative support\, including
scheduling\, insurance verification\, patient communication\, billing supp
ort\, and administrative follow-up.
- Describe key HR consid
erations for hiring\, onboarding\, and managing remote front office team m
embers\, including communication skills\, accountability\, HIPAA
awareness\, technology comfort\, and performance expectations.
- Apply practical strategies for integrating remote staff into existing
practice workflows\, including communication systems\, task hand
offs\, escalation protocols\, documentation\, and team alignment.
-
Discuss how remote front office support can affect patient experie
nce and satisfaction\, including responsiveness\, personalization
\, trust\, continuity\, and quality of communication.
Dr. Joshua Solomon
Dr. Joshua Solomon is a second
-generation pediatric dentist and has been in practice in Livermore\, Cali
fornia\, for 20 years. He is a graduate of the University of the Pacific w
ith a B.S. in Biological Sciences and a D.D.S. Following dental school\, D
r. Solomon completed an additional 2-year specialty residency at the Unive
rsity of Texas Dental Branch – Houston and a Master’s program in conjuncti
on with the Department of Oral-Biomaterials. He is a Diplomate of the Amer
ican Board of Pediatric Dentistry and a Fellow of the American College of
Pediatric Dentistry.
When not treating patients in his office\, Dr.
Josh is an internationally recognized speaker and clinical instructor. Dr.
Solomon is the owner/director of the Bioclear Pediatric Learning Center a
nd the Dental Specialty Training Center. The center was designed to provid
e small-group\, hands-on courses in advanced restorative techniques for pe
diatric and general dentists. He serves as a product evaluator and key opi
nion leader for many national and international dental companies.
