1026: Why Working Harder Isn’t Paying Off: The Billing Breakdown No One Talks About - Ashley Bond

One of the hardest parts of running a dental practice is producing dentistry consistently while cash flow stays unpredictable because you’re not collecting what you’re actually owed. In this episode, Kirk Behrendt brings in Ashley Bond, founder of Wisdom Dental Billing, to explain where revenue leaks happen inside the billing and collections process and how to tighten up your systems so production turns into real collections.

You’ll learn how to calculate your collection percentage, what numbers to watch every month, where missing money usually hides, and which daily workflows keep claims moving and prevent write-offs that shouldn’t happen. Listen to Episode 1026 of The Best Practices Show!

Main Takeaways:

1. Track your collection percentage monthly by dividing total collections by net production (after adjustments) and multiplying by 100, aiming for 98% or higher.
2. When collection percentage is below 98%, the missing money is typically found in adjustments, patient accounts receivable, or insurance accounts receivable.
3. Relying on one “hero” biller is risky; practices need repeatable systems that don’t collapse when turnover happens.
4. Most denied claims are tied to office administrative errors, often due to missing or incomplete documentation and attachments.
5. Posting insurance payments accurately is critical because incorrect write-offs and misposted EOBs can trigger audits and slow payment timelines.
6. Rejected claims can sit unseen in the clearinghouse and never reach insurance unless someone works rejections daily.
7. Claims should be followed up every 14 days with complete claim notes (date, rep, outcome, action taken, reference number, initials) until paid.

Snippets:

00:00 Welcome and Revenue Leak

01:17 Meet Ashley Bond

02:26 Ashley Origin Story

03:59 Why She Built Wisdom

05:26 Insurance Keeps Changing

06:42 Production vs Collections Reality

08:17 Calculate Collection Percentage

09:37 Find the Missing Money

15:45 Systems Not a Hero

17:13 Insurance Verification Time Sink

18:42 Insurance Breakdown Reality

19:18 What Outsourced Billing Means

20:24 Why Teams Lose Money

22:16 Core Systems And Cadence

26:18 Clean Claims And Notes

28:08 How Long To Get Paid

30:52 EOB Audits And Risk

34:07 Final Metrics To Track

35:00 Wisdom Services And Contact

36:40 Wrap Up And Next Steps

Guest Bio/Guest Resources:

Ashley Bond, Co-Founder & Chief Dental Billing Officer at Wisdom, leads our billing team, focusing on innovative solutions and training for enhanced service quality and efficiency. Previously, Ashley founded Bond Dental Billing, where she developed a nationwide billing service from her initial experience in her father's dental practice. Ashley is a proud member of the ASCA, SCN, demonstrating her commitment to professional development and excellence in the dental billing community. Ashley is passionate about continuing education in the dental community, and contributes in both editorial, and speaking capacities.

Guest Resources:

https://www.withwisdom.com/

More Helpful Links for a Better Practice & a Better Life:

The Best Practices Show: https://www.actdental.com/podcast/

Best Practices Association: https://www.actdental.com/bpa

Upcoming Events & Workshops: https://www.actdental.com/events/

Smile Source: https://www.smilesource.com/

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