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NADG and CERTIFY Health: A Year of Transformative Gains

In the fast-evolving world of dental healthcare, partnerships that enhance operational efficiency and patient satisfaction are crucial. A notable example of this is the collaboration between North American Dental Group (NADG) and CERTIFY Health, which celebrated its first anniversary with impressive results across more than 250 dental practices.

Key Achievements

During this year, the partnership has seen measurable advancements in two vital dimensions—patient experience and operational performance. CERTIFY Health has streamlined the way patients engage with dental services, allowing for ease of check-ins, appointment scheduling, communication, and payment processes, ultimately reducing the administrative workload on dental teams.

The results have been striking: more than 80% of patients at NADG practices have embraced the self-service check-in feature, alongside achieving twofold speed in prior-balance collections. The Net Promoter Score (NPS)—an essential metric for evaluating patient satisfaction—has also risen despite early concerns that kiosk check-ins might detract from the personal touch of patient interactions. Instead, patient adoption has illustrated that such innovations can enhance rather than inhibit the overall experience.

A Shift in Focus

As reported, the implementation of CERTIFY Health’s solutions has saved approximately 60 hours of staff capacity weekly for the average NADG practice. This freed-up time empowers practice teams to divert their focus towards more impactful activities involving direct patient engagement, answering calls, managing collections, and reappointment processes. Paul Reda, CEO of NADG, emphasized that the initiative aims not to replace human touchpoints but to alleviate staff from routine tasks, enabling them to concentrate on high-value interactions that improve patient care.

Kevin Kothari, CEO of CERTIFY Health, applauded the achievements of NADG, highlighting the organizational scale at which technology can drive growth. By minimizing administrative burdens, the alliance has cultivated a more conducive environment for staff to foster essential patient interactions, driving overall enterprise advancement.

Expanding Partnership Scope

Over the past year, beyond simply addressing initial requirements, NADG has continued exploring innovative strategies to amplify the support provided to staff and patients alike. The collaboration has revealed multiple avenues for improvement and adaptation, with CERTIFY evolving into a vital extension of NADG’s operational framework. Armanda Lester, Senior Vice President of Operations at NADG, underscored this as an ongoing mission to enhance services continually and optimize the provision of dental care.

About North American Dental Group

Established in 2008 and headquartered in Pittsburgh, Pennsylvania, North American Dental Group (NADG) serves as a comprehensive dental services organization, catering to the operational necessities of over 250 affiliated practices across 15 states. The organization remains committed to enriching the lives of patients and staff alike by placing value on dental health and the compassionate professionals delivering care.

About CERTIFY Health

CERTIFY Health specializes in providing integrated solutions for Dental Service Organizations (DSOs) and enterprises within the healthcare sector. Its platform consolidates various administrative functions—including patient intake, scheduling, communications, and payments—aimed at simplifying operations and enhancing staff productivity. The unification of these services not only reduces complexity but also fosters consistency across multiple practice locations, making CERTIFY an invaluable partner in advancing healthcare delivery.