Why is it important for dental practices to focus on Gen-Z patients?

It is important to engage with Gen Z patients through tailored marketing, convenient digital services, and preventive dental care to foster loyalty and long-term growth for dental practices:

Population Size and Growing Influence: Gen Z (born between 1997 and 2012) is becoming one of the largest segments of the U.S. population, accounting for approximately 20% of the total population, presenting a significant opportunity for dental offices to build long-term patient relationships early in their lives.

Healthcare Spending and Independence: A report by the Transamerica Center for Health Studies notes that 77% of Gen Z are likely to manage their own healthcare as they age. Dental offices that engage this generation early can establish loyalty and generate recurring revenue through preventive and cosmetic dental services.

Focus on Oral Health and Aesthetics: The American Dental Association (ADA) has reported an increased interest among younger people in cosmetic dental treatments like teeth whitening and clear aligners. This aligns with Gen Z's value of appearance and digital identity, providing dental practices with an opportunity to market these services effectively.

Digital Preferences: 98% of Gen Z owns a smartphone. They expect convenience and digital engagement, including online booking, digital reminders, and educational content through social media. Dental offices that adapt to these expectations can increase their reach and patient engagement.

Preventive Focus: According to the CDC, younger generations are more focused on preventive care than previous generations, making them more likely to seek regular dental check-ups if effectively encouraged.

To attract Gen-Z patients to your dental practice, it’s important to adapt to their preferences, which are shaped by the digital landscape and a desire for personalized experiences.

Here are some new-age patient acquisition tactics that dental offices should consider to effectively engage Gen-Z:

1. Social Media Presence (Especially on TikTok and Instagram)

Gen-Z spends a lot of time on social media, with TikTok and Instagram being the most popular platforms. Creating engaging short-form content, like behind-the-scenes videos, dental care tips, or myth-busting, can attract their attention.

Use relatable humor, educational content, or even collaborations with local influencers to generate interest and create a positive image of your dental office.

YouTube and TikTok videos that show what to expect during a dental appointment, introduce the team, or showcase transformations can build comfort and trust.

Live Q&A sessions can also be valuable to address common concerns or answer questions about procedures, which helps build credibility.

Gen-Z loves interactive and engaging experiences. Offer rewards for loyal patients, like points for every appointment or referral that can be redeemed for discounts, services, or branded items.

Gamify dental hygiene with challenges like “7-Day Smile Care” on social media, which encourages participants to share progress and win prizes.

4. Online Booking and Seamless Digital Experience

Gen-Z expects convenience. Make booking appointments easy with a 

Ensure your website is mobile-optimized and loads quickly since many Gen-Z patients will interact with your practice through their phones.

Power Tip: With CareStack’s built-in online scheduling module, you can set aside time slots for patients to book online, create workflows to send them on-boarding documentation, and get them to complete the documentation digitally, all before they even set foot inside your office.

Virtual consultations have become increasingly popular, and Gen-Z appreciates the convenience of telehealth. Offering an initial consultation virtually can lower barriers for those feeling uncertain about dental visits and can serve as an educational opportunity.

Power Tip: CareStack’s built-in tele-dentistry module can help you create virtual consultation time slots in your calendar, connect with the patient from within CareStack securely, and even get paid online before / after the virtual appointment.

 or dental health influencers who align with your brand to share their experiences. Authentic testimonials from people they trust can be a compelling motivator for Gen-Z.

Dental offices can also work with micro-influencers, who tend to have a highly engaged following and a more relatable presence.

. Highlight patient testimonials, share case studies, and provide genuine before-and-after images of procedures.

Showcase your team's personality with bios and fun content. Allowing patients to “meet” the people behind the office online creates a sense of trust and familiarity.

Power Tip: With CareSTack’s flexible email editor, you can create custom branding templates for your emails, and send them automatically from within CareStack. Which means that you can control and extend your brand yourselves, without paying for marketers and designers.

8. Focus on Sustainability and Social Impact

Highlight any sustainable practices you adopt, like eco-friendly toothbrushes, waste reduction initiatives, or supporting local charities. Gen-Z cares deeply about brands that align with their values.

Participating in community events and sharing your involvement on social media can also demonstrate your commitment to positive social impact.

 to phone calls. Offering appointment reminders, follow-up, and communication via SMS or even through platforms like WhatsApp and Instagram DMs can make it easier for Gen-Z to interact with your practice.

Let them DM questions directly on Instagram or other platforms where they follow you.

Power Tip: CareStack is Gen-Z ready, as it comes with in-built capabilities for two-way patient texting, along with abilities to send automated appointment reminders, recall reminders, payment reminders and a lot more.

10. Personalized Experience and Education

Personalize their experience by using reminders tailored to their preferences (e.g., choosing their favorite music for dental treatments).

Provide easy-to-understand educational content about procedures and oral health, as many Gen-Z patients value being informed before making decisions.

Power Tip: With CareStack, you can access patient education videos directly from the patient chart, so that you can show them what a gingival flap procedure is, rather than talk about it. You can also set up periodic newsletters from CareStack to broadcast to your patient base to educate them and build better patient relationships.

11. In-Office Selfie Spots and Shareable Moments

Create an “Instagrammable” corner in your office with props or a ring light where patients can take pictures after their visit. Encourage them to share their “bright smile” moments with a practice hashtag. This turns the patient experience into something shareable and fun.

Add incentives, like entering them into a giveaway if they share and tag your practice.

Gen-Z looks for social proof before making decisions. Encourage satisfied patients to leave reviews on Google, Yelp, or social media.

Share those reviews or testimonials on your social media channels to showcase happy patient experiences.

Power Tip: You can send review requests as text or email directly from the appointment scheduler as you check out the appointment, so that you can immediately convert a happy patient experience into a positive review in Google, Facebook, Yelp or others.

13. Provide Affordable and Flexible Payment Options

, student discounts, or offers targeting young patients. Gen-Z is budget-conscious, and transparent pricing can help them decide faster.

Consider options like pay-over-time services (e.g., CareCredit) and advertise them clearly so potential patients know they have flexibility when covering costs.

Power Tip: CareStack comes with CSPay, a built-in payment processing module that allows you to easily create payment plans, which you can then assign to patients and keep their cards securely on file for periodic billing. What’s more, the patient payments go back to the ledger and auto-applies against charges! Plus, your patients can make payments online, from their phones or even by scanning a QR code. How cool is that!

Use augmented reality (AR) or virtual reality (VR) to provide interactive experiences that educate Gen-Z patients on dental procedures. For instance, using VR goggles to let them “experience” what a typical dental visit looks like could be a good way to familiarize nervous patients.

Gen-Z patients are looking for a mix of convenience, transparency, and engaging experiences. Adopting a strategic digital presence on platforms where they spend time, offering easy ways to book and communicate, and adding a personal touch are key to winning over this generation. By embracing these new-age tactics, your dental practice can stand out and foster loyalty among Gen-Z patients.

Brand Guidelines for Dental Offices to Attract and Retain Gen-Z Patients

Whether it's scheduling appointments, answering questions, or following up on treatment, the way a practice handles its phone communication can be a major determinant in patient satisfaction, retention, and practice growth.

 communication? Let's explore the key factors and the subtle yet impactful differences.

First Impressions Matter: It All Starts with the Phone

When a potential patient calls a dental practice for the first time, that interaction can make or break their decision to schedule an appointment. This is often the first human-to-human contact they have with the practice, and it’s crucial that this experience is handled professionally and warmly.

: Answering the phone in a timely manner, addressing basic inquiries, and scheduling appointments without delays.

: Going beyond the basics by greeting the patient with genuine enthusiasm, using their name throughout the conversation, and offering additional information to make them feel comfortable and informed about their decision to visit your practice.

A first-time caller should feel as though they are not just another number but a valued individual who the practice is eager to serve. This personal touch can lead to a higher conversion rate of new patient inquiries.

Clear and compassionate communication

Dental care can be a source of anxiety for many patients, so it’s essential that phone communication conveys not only information but also empathy. Patients may call with concerns about pain, costs, or the complexity of treatments, and how the staff addresses these concerns can impact the patient's trust in the practice.

: Providing clear, concise information and ensuring that the patient understands the necessary details of their visit or treatment.

: Actively listening to the patient’s concerns, addressing them with empathy, and offering reassurance. This may include following up with a kind word, reminding them of post-treatment instructions, or asking if they have any other concerns that haven’t been addressed.

Patients should feel heard and understood, and a great communicator will ensure that the conversation is a two-way street, inviting questions and feedback.

Problem-Solving and Anticipation of Needs

Patients sometimes call with issues that require immediate attention—whether it’s a dental emergency, a rescheduling need, or confusion about a bill. How efficiently and proactively the office staff handles these situations can greatly impact the patient experience.

: Resolving the issue efficiently and offering a solution.

: Not only resolving the issue but anticipating the patient’s next concern and addressing it proactively. For example, when a patient calls to reschedule, a great communicator will offer alternative appointment times that are most convenient for the patient, confirm insurance details, and provide information on what to expect during their next visit.

Being one step ahead and offering a seamless experience shows patients that the practice truly cares about their needs and is committed to providing top-tier care.

Consistent Follow Ups and Engagement

The interaction with patients shouldn’t end after they hang up the phone. Following up on treatments, sending reminders for check-ups, and staying connected through follow-up calls ensures that patients feel valued long-term.

: Sending reminders via text or email and providing follow-up care information.

: Personally, calling patients after significant treatments to check on their recovery, asking if they have any post-treatment questions, and providing personalized advice. This level of care shows a commitment to the patient’s well-being beyond just their appointment time.

Moreover, great communicators will remind patients of the importance of routine dental care and provide an easy pathway for them to schedule future appointments, keeping them engaged with the practice.

An often overlooked yet critical element of effective phone communication is the tone of voice. The staff’s demeanour over the phone can reflect the overall culture of the practice, either reinforcing a sense of professionalism or creating doubt about the quality of care.

: Using polite language and maintaining professionalism.

: Using a warm, friendly tone that puts the patient at ease, alongside clear, confident communication that inspires trust. Staff members should be trained to not only answer questions but also match the energy and emotional needs of the caller. Whether the patient is nervous, confused, or in pain, a calm and caring tone can make all the difference.

The best dental practices understand that phone communication isn’t just about managing appointments or addressing concerns, it’s about building relationships. Long-term relationships with patients are forged through consistent, meaningful interactions where they feel their needs are met and their concerns are valued.

: Satisfying patient requests on a case-by-case basis.

: Using phone calls as an opportunity to create a loyal patient base. This might include remembering past conversations, following up on treatments, or simply checking in to wish the patient well. The goal is to create a sense of connection where patients feel they are more than just a number in the system.

In dental practices, the phone is more than just a tool for booking appointments, it is an extension of patient care and a powerful platform for building trust. Great communication isn’t about just getting the job done; it’s about creating an exceptional patient experience at every touchpoint. By training staff to focus on empathy, clear communication, and proactive problem-solving, dental practices can elevate their phone interactions from good to great, ultimately leading to higher patient satisfaction, stronger retention, and increased growth.

In an industry where trust and comfort are paramount, investing in stellar phone communication and phone technology will set a dental practice apart and keep patients returning for years to come.

Learn how we can help you reduce claim rejections and denials.

Book a demo with us!

Phone Communication in Dental Practices

The Critical Role of Phone Communication in Dental Practices: Elevating Patient Experience from Good to Great

Switching to the right dental practice management software can change the fortunes of a dental office.

A modern practice management solution can improve in-office workflows, reduce the burden of documentation, minimize human errors, and create patient delight resulting in a higher number of new patients, better treatment acceptance and improved quality of care. Unfortunately, the decision to switch practice management software is a big one. Most practices cannot find the right set of objective metrics to evaluate the switch to a new system. They also find it difficult to plan for change management and data transfers. Even when a practice boldly decides to switch software, they often end up doing research on their own without access to the required resources to properly plan and execute their transition. This often results in ill-informed decisions and poorly implemented transformations, resulting in massive financial losses, productivity degradation, and loss of staff morale.

Thankfully, the ultimate guide to planning your switch to modern practice management software is now available. Our partners at 

, have created the best guide for selecting practice management software in 2024. This guide will walk you through every step of the dental practice management software buying process, and help you make a confident buying decision without hassles and wasted resources.

This guide breaks down the buying process into 6 different stages:

Define the Problem and Why it needs to be fixed

Determine your budget and software requirements

The article covers each of these stages in detail, with the steps to follow for each step, along with resources for assisting you in these steps. It will help you understand the advantages of a modern practice management platform, while giving you mental models to evaluate the impact for your office and make decisions accordingly.

Download this comprehensive guide, and start your practice transformation journey today.

Guide to Buying Software for Dental Practices

Ultimate Guide to Buying Software for Dental Practices - From Method USA

The dental industry is evolving rapidly, with technological innovations like Artificial Innovation playing a pivotal role in transforming practice operations and patient experience. In this ever-changing landscape, making well-informed decisions about the right software solutions is a difficult activity for dental office operators, who are already short on time due to their day-to-day tasks. This is especially true of Practice Management software that serves as the beating heart of a dental office, and a wrong choice can significantly impact the efficiency, patient satisfaction, and financial health of the practice.


, a strategic partner of CareStack, recognized this critical need to support dental practices for making informed choices for practice management software, and commissioned 

 to conduct a comprehensive study on the return on investment (ROI) of implementing CareStack in dental practices. Today, we are proud to announce the release of this groundbreaking study, which is a game-changer for dental practices that are looking to adopt technology for growth and success.

The study, titled "The Total Economic Impact™ of CareStack," conducted by Forrester Consulting, provides an in-depth analysis of the financial benefits, cost savings and patient satisfaction that dental practices can achieve by adopting CareStack's all-in-one practice management solution. The research methodology included detailed interviews with CareStack customers, analysis of customers' operating metrics over a 3-year period, and an evaluation of the platform's impact on the various aspects of dental practice management.

Highlights from the Study include the following improvements for customers over a 3-year period:

307% Return-on-Investment over the period

40% higher patient production, with an average increase of $1,300,000 in production due to higher number of appointments being scheduled and completed

35% reduction in Day Sales Outstanding, with an average savings of $162,200 due to improved revenue cycle management processes

A total savings of $282,400 from consolidating systems

Forrester Study on CareStack in Dental Practices

Based on their research, Forrester determined that the investment made for implementing CareStack paid back within 6 months for dental practices.

The study also summarized the overall benefits of implementing CareStack into 2 sections:

1. Increased Profit from fuller schedules

2. Improved Revenue Cycle Management (RCM)

3. Avoided costs due to system consolidation

The release of Forrester's "The Total Economic Impact™ of CareStack" study marks a significant milestone for us at CareStack, as it objectively validates what our customers have been experiencing all along - overall improvement in practice health that they have experienced after switching to CareStack.

We are elated with this validation from one of the most reputed independent research firms in the world, and further strengthens our mission to help dental practitioners focus on what really matters - quality patient care.

You can now access the full Forrester study and discover how 

 can revolutionize your practice. To access the complete study and learn more about the benefits of implementing CareStack, 

Forrester’s Latest Study on CareStack

Maximizing ROI: Insights from Forrester’s Latest Study on CareStack in Dental Practices

Northwest Dental Group

In 2023, the average dental office ran $44,925 in credit card payments per month. That’s a 45.5% increase over the 2019 average of $30,876. It’s also a 195% increase over the 2009 average of $15,221. In other words, the average dental practice in the USA is now running almost 3 times as much in credit cards as in 2009.

Credit Card Payments per Month for an Average Dental Office

Northwest Dental Group Casestudy

Northwest Dental Group was experiencing this shift in consumer preferences first hand. With their 4 locations spread across the city of Rochester, MN, Northwest dental group serves an energetic young population with a median age of 36.3 years (2022). The offices were showing healthy growth, but the leadership team noticed a pattern.

“Almost 83% of our transactions were credit card based.” says DeDee Tibben, Practice Manager at 

. She knew that with higher volumes, she was paying a lot more to BluePay, her merchant processor. Focused on reducing her merchant fees, she started looking for a better deal elsewhere.

It was April 2023, and Northwest Dental Group had been on the CareStack cloud-based 

 for more than a year. That was when her account manager told her about 

, CareStack’s new integrated payments solution. When she heard that 

 and could also store credit information compliantly, DeDee decided to make the switch.

“The whole process was flawless.” says DeDee about the implementation experience. “We had all the machines sent to us ahead of time before the switch. The process was laid out step-by-step, so it was easy for us to pick a date and go live.”

The CSPay implementation gave instant rewards to DeDee’s team. Northwest Dental Group 

 after their switch to CSPay, due to the lower merchant processing fees. Today, it also helps them 

 on account of the time saved for repetitive and flawed payment workflows associated with their previous credit card processor.

“I really like CSPay’s complete integration with CareStack, especially for refunds. We process a lot of refunds, so the time savings have been incredible.” beams DeDee.

“You know we were looking at CSPay for the merchant fees, but we had no idea of the time savings we were going to get with it as well.”

But the benefits of CSPay did not stop there. CSPay’s integrated capabilities to store credit card information securely and then use it later for automated periodic billing helped DeDee and her team to launch Northwest Dental Group’s 

“Our primary objective at first was the cost.” DeDee says. “And then it kicked into a faster gear.”

Today Northwest Dental Group has more than 

300 patients enrolled into their in-house membership plans

, with new patients being enrolled every month at a healthy rate. It gives the patients a more affordable avenue of care without compromising on the quality of care, while giving Northwest Dental Group an additional way of serving their patients better. The patients also love the easier payment options that have been added with CSPay.

“They love the ability to pay from the patient portal. They love the text-to-pay feature”. Says DeDee. “I think it also gives them confidence knowing that our technology is up to date.”

DeDee Tibben  Northwest Dental Group

Northwest Dental Group is one of the many success stories of practices who have switched to CSPay and realized how impactful it can be to their bottom line and patient experience. To know more about CSPay and how it can benefit your practice, click here to book a demo today.

Name: Northwest Dental Group, Rochester, MN

83% of their transactions were on credit card

Needed to lower their merchant fees (4.2% with the previous vendor)

Also was looking to implement a membership plan across offices

Ability to roll out membership plans integrated to the CareStack platform

 due to reduced time taken during reconciliation of transactions, refunds etc., because of the integrated seamless workflows between CSpay and CareStack

 due to reduced merchant fees with CSpay compared to previous vendor

Increased patient retention with membership plans - 

 in the membership plans since they rolled out the integrated membership plans

Simple, effective training and always available support

Clear communication during contracting, shipping of terminals

Easy for staff to learn the workflows to use CSpay along with CareStack

https://www.dentalmanagers.com/blog/payments-trends-impacting-your-office-financial-health/

https://www.census.gov/data/developers/data-sets/acs-5year.html

How Northwest Dental Group saves $33,000 per quarter with CSPay

Case Study: How Northwest Dental Group saves $33,000 per quarter with CSPay

CareStack customers can now utilize Overjet to automatically analyze X-rays and effectively educate their patients through this integration.

BOSTON, July 11, 2024 -- Ever since our inception, Carestack’s vision is to empower the dental industry globally with modern digital solutions that allows dental professionals to focus more on patient care, practice growth and office culture. Today we are excited to take another big step in this mission with the announcement of a deep technology integration with Overjet, the global leader in dental AI. Through this strategic partnership, 

 customers can now use Overjet’s proprietary technology that’s the only one cleared by FDA (as of today) to detect, outline, and quantify oral diseases.

 to create seamless integrated diagnostic experiences for dentists,” said Abhi Krishna, CEO of CareStack. “Our deep integration with Overjet's AI platform further strengthens CareStack's commitment to generate impactful outcomes for providers and patients. We look forward to working with the Overjet team to further improve CareStack's product portfolio for growth-focused offices.”

Overjet Automatically Analyzes X-Rays With Dental AI

Overjet automatically analyzes X-rays with dental AI

Overjet automatically analyzes X-rays with dental AI.

Overjet’s AI tools for diagnostics and detection will now be seamlessly plugged into the key workflows in CareStack. With this integration, CareStack customers can now avail improved diagnostic accuracy and simplified administrative tasks within their operational and clinical workflows. Practices can take X-rays in the same way as before, while Overjet will add a number of new capabilities including:

Automatic analysis of the X-rays using AI

Cross-referencing of Overjet AI data with the clinical data in CareStack

Assistance in identifying more treatment opportunities

“We’re witnessing an AI revolution in dentistry, across thousands of practices,” said Wardah Inam, CEO of Overjet. “But to transform how dentists do their jobs, it takes more than just powerful technology — it takes powerful 

. That is why I’m excited about this partnership: We’re combining Overjet’s advanced AI with CareStack’s intuitive software. Ultimately, the result will be more patients getting the cutting edge of care.”

CareStack aims to simplify dental practice management, allowing dental practitioners to focus on patient care and business growth. Offering a distinctive cloud-based 

 solution, CareStack simplifies operations, improves patient relationships, increases staff productivity, and accelerates business growth . Founded in 2015, CareStack now serves dental practice owners in the USA, UK, Australia, and Singapore.

Overjet leads the way in dental AI worldwide. Founded by experts from MIT and Harvard University, we develop AI that helps dental practices deliver top-quality care. Our FDA-cleared technology sets a new standard for oral health decisions, allowing dentists to detect issues accurately and educate patients effectively. Visit 

Logan Goldberg
Director of Communications, Overjet
Email: 

CareStack Announces Integration with Overjet’s AI

The frustrating occurrence of claim denials continues to put enormous pressure on healthcare providers. For the most part, it presents to be a hefty investment for both the healthcare providers and the patients.

But here’s some good news: with the proper understanding of the strategic touchpoints of clean claims, your team can decrease the chance of a claim being rejected while ensuring faster turnover rates and profitability.

However, the real question is how to prevent claim denials in the first place. To answer this question, let’s explore the critical features, processes, and steps required for clean claims submission while taking care of the profitability of your practice.

 is defined as “a claim which has no defect, impropriety or special circumstance, including incomplete documentation that delays timely payment”.

Identify the provider and facility in order to verify, if necessary, the affiliation status.

Identify the patient and insurance plan subscriber.

Only be for covered services for an eligible individual within the insurance policy.

Substantiate the dental necessity and appropriateness of the service provided, if necessary.

Contain sufficient information to establish that prior authorisation was obtained if required.

Identify the service rendered using a generally accepted Methodology for coding procedures or services.

Include additional documentation based on services rendered as reasonably required by the plan.

Have providers who bill a dental plan within one year — or a stipulated period — after the date of service.

Choose the best practices to increase the Clean Claim Rate

A high Clean Claim Rate (CCR) is vital for the operational health and success of a dental practice. Therefore, the CCR is a crucial 

 metric that indicates the quality of claims-related data being collected and reported as a claim as it begins its journey from the provider to the clearinghouse and on to the payor.

CCR is the ratio of claims that pass all edits without requiring manual intervention to the total number of claims processed for billing.

However, it is important to remember that a 100 percent CCR may not be realistic, given that payor requirements are constantly changing and upstream errors and data quality issues are tough to overcome entirely. Therefore, with the right combination of people, processes and technology, practices can target and achieve higher CCR rates of up to 90 percent, thereby enabling tighter control over revenue and increasing the bottom line and competitiveness of the practice.

 can be defined as verifying the state of claims before submitting them to insurers. This ensures accuracy and completion while significantly increasing the chances of claims being accepted.

Two major reasons lead to the re-processing of claims — 

. While these terms are often used interchangeably, they are different and require distinct solutions.

Rejected claims These are claims that have come back due to missing or invalid information required for an insurance carrier to properly process a claim. A claim that has been rejected has not been entered into the payor’s adjudication system. From the perspective of the payer, that claim is non-existent.

Rejections happen at two touchpoints in the claim management workflow:

These rejections typically include payor-related information that the clearinghouse builds into edits to prevent claims from being passed on to the payor only to be rejected by the payor. For example, if a subscriber ID is required to have an alpha prefix and a provider submits a claim that is missing that prefix, the clearinghouse edits catch that error and return the claim as rejected.

These are commonly related to patient demographics and eligibility issues discovered when the claim reaches the payor. The most common patient-related rejections are also the most preventable. “Subscriber and Subscriber ID Mismatched” or “Not Found” are usually an indication that the patient was not eligible at the time of service or that there is a data-entry error in the patient’s demographics. These rejections can be prevented by solely making sure that eligibility is verified at the time of service. It’s all too common for practices to lose revenue on visits due to the failure of eligibility verification and then fall behind in reworking the rejected claims.

These are claims accepted by the payor but returned to the provider with either no payment or partial payment after adjudication. Denials must be either adjusted off, appealed, or reopened if the provider has a valid reason. A claim that has been processed and denied cannot be corrected and resubmitted as a rejection.

There are generally no appeal rights for claims that have been denied for delayed filing, so it is crucial to make sure that rejected claims are corrected and resubmitted as soon as possible.

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