FEBRUARY 2025
DELTA DENTAL AND THE DELTA DENTAL FOUNDATION
TEAM UP TO TACKLE HYGIENIST SHORTAGE
A publication of Delta Dental of Michigan, Ohio, and Indiana
FILLING A
VOID
PHOTO: STEVE MCCLELLAN
WITHOUT DENTISTS
THERE IS NO 'DENTAL' IN DELTA DENTAL.
How many Americans have dental benefits?
The latest National Association of Dental Plans (NADP) research shows that 88% of the population has dental coverage, including Americans receiving benefits through employer-sponsored or other group plans, individual plans or public benefits. Enrollment in publicly funded benefits increased significantly, up 22.4% in 2022 compared to 2021. However, enrollment in commercial dental benefits was flat compared to 2021.9
Being a credentialed provider is the easiest way to take advantage of this trend. You can help patients access the services they need and strengthen your bottom line.
Participating providers are paid faster and at higher rates than nonparticipating providers. Participating providers can also take advantage of Dental Office Toolkit® (DOT) and electronic funds transfer (EFT) to save on clearinghouse fees and to get claims paid quickly. To help obtain continuing education credits for licensure, participating providers can conveniently access Provider Learn at no cost to access more than 20 hours of CE credit, many of which are mandatory for licensing.
When talking about the benefits of network participation, it’s easy (and understandable) to focus solely on the direct impacts to your business. You must keep the lights on just as we do.
But a conversation about network participation that focuses only on financial reimbursements ignores the reason Delta Dental was created by dentists in the first place: to provide affordable dental care to as many people as possible and increase the likelihood that they will visit a dentist for routine checkups and treatments.
Dental benefits increase access to care. That is without dispute. Delta Dental’s very mission is to improve oral health, and we can’t achieve this without increasing access to care. You are our partner in that mission and we’re proud to have you. Together, we truly can—and do—build healthy, smart and vibrant communities.
We know that dealing with insurance—credentialing, filling out claim forms, submitting documentation— can be taxing.
So why participate with Delta Dental?
It’s simple—more patients for you.
Although the issue is complicated, there is overwhelming evidence that dental benefits have had a significantly positive impact on the number of patients in dental chairs and, thus, on oral health in America.
A 2018 systematic review found that dental insurance has a significant effect on increasing dental utilization.1 Both the Association of Health Insurance Plans (AHIP) and the American Dental Association Health Policy Institute (ADA HPI) say that a patient is twice as likely to visit a dentist if dental benefits are involved.2 The surgeon general has stated that dental insurance is a strong predictor of children’s access to dental care.3
The driver of this? Cost.
A survey by the ADA shows the biggest barrier to a patient receiving care is the price tag (59%).4,5 Dental benefits help alleviate that pain point. There is also evidence that those with dental benefits have better oral health because they go to the dentist more frequently.6,7,8
We are proud of our network and grateful that you choose to be part of it. A robust and thriving network of dentists is essential to fulfilling our mission to improve oral health and build strong communities.
Thank you again for helping create the kind of places in which we all want to live and work.
Jeffery W. Johnston, DDS, MS
Editor | Diplomate, American Board of Periodontology and Dental Implant Surgery | Senior Vice President of Professional Services and Chief Science Officer
Delta Dental of Michigan, Ohio, and Indiana
EDITOR'S NOTE
PHOTO: STEVE MCCLELLAN
FEBRUARY 2025
CONTENTS
Guest editorial: Why I choose to be part of Delta Dental's network
One dentist's take on participation and oral health benefits.
Editors note: The 'Dental' in Delta Dental
Credentialed in-network providers are making a difference in oral health care.
Serving up smiles
How one Indiana dentist is helping people and growing his business.
GLP-1 agonists and weight loss
Receptor agonist medications used to control diabetes have been shown to help with weight loss.
The foundation of the Delta Dental Foundation
Meet Holli Seabury, executive director of the Delta Dental Foundation.
News you can use
New CE options; myth-busting no-show fees; new social media toolkit, and more.
Helping hygiene
Delta Dental, Delta Dental Foundation team up on new recruitment efforts.
Delta Dental Foundation grant fuels NMU hygienist program study
Helping northern Michigan explore ways to home-grow its oral health workforce.
Smile experts
Licensed dentists are the backbone of our independent team of consultants.
The waiting game
Appointment availability and timing can have an impact on your bottom line and customer experience.
To view citations and references noted throughout this publication, click here.
Best Practice is published and printed by Delta Dental of Michigan, Ohio, and Indiana.
Dr. Jeffery Johnston | Editor
Chief Science Officer
Margaret Trimer | Managing Editor
Vice President of Strategic Partnerships
Tony Hansen | Associate Editor
Senior Communications & Public Relations Officer
CONTENT
Jennifer Hough | Art Director
Manager, Marketing & Creative Services
Darcy Wood | Lead Designer
Senior Multimedia Design & Creative Services
Steve McClellan | Lead Photographer
Multimedia & Design Specialist
ART & PHOTO
GLP-1
agonists
& weight loss
Dr. Jeffery Johnston, chief science officer with Delta Dental of Michigan, Ohio, and Indiana, explores the science and the buzz behind GLP-1 medications.
THE ORAL MANIFESTATIONS AND COMPLICATIONS RELATED TO DIABETES MELLITUS ARE WELL KNOWN TO INCLUDE XEROSTOMIA, CARIES, PERIODONTAL DISEASES, ORAL CANDIDIASIS, BURNING MOUTH, GLOSSODYNIA, DYSGEUSIA, GLOSSITIS, ORAL LICHEN PLANUS, RECURRENT APHTHOUS STOMATITIS AND DELAYED WOUND HEALING.1, 2
Diet and obesity are major risk factors for diabetes. Approximately 70% of American adults are either obese or overweight.³ Recently, glucagon-like peptide-1 (GLP-1) receptor agonist medications used to control diabetes have been shown to help with weight loss. These medications have become popular for weight control, even in patients without diabetes.⁴
Semaglutide is a GLP-1 receptor agonist approved by the FDA in 2017.⁵ There are three FDA-approved semaglutide products. Ozempic (injection) and Rybelsus (tablets) are approved to lower blood glucose levels in adults with Type 2 diabetes mellitus. Wegovy (injection) is approved for obesity in adults and children aged 12 years and older.⁶ Recently, GLP-1 agonists have been shown effective in decreasing body mass index and maintaining weight in children.⁷ GLP-1 receptor agonists mimic the GLP-1 hormone released in the gastrointestinal tract after eating. One function of GLP-1 is the stimulation of insulin.
Zepbound.¹⁹ Tirzepatide interacts with a second receptor, glucose-dependent insulinotropic polypeptide (GIP), to affect insulin and blood glucose levels similarly to GLP-1.²⁰ Also, GIP delays stomach emptying by decreasing gastric motility.²¹ This is like the effect of bariatric surgery; however, Tirzepatide has not been shown to be as efficacious as bariatric surgery.²² Unlike semaglutide, Tirzepatide has not been shown to reduce the risk of heart attack or stroke.²³
Diabetes mellitus is a risk factor for other chronic diseases such as dementia, sleep apnea and certain obesity-related cancers.²⁴ A systematic review supported a reduced risk of dementia in patients taking GLP-1 inhibitors for diabetes.²⁵ In 2024, Eli Lilly released results from two clinical trials comparing Tirzepatide to a placebo over the course of a year. The trials showed that GLP-1 medications can reduce sleep apnea events by up to two-thirds.²⁶ GLP-1 medications were also associated with lower risks of specific types of obesity-associated cancers (gallbladder, meningioma, pancreatic and hepatocellular carcinomas) compared with insulins or Metformin in patients with Type 2 diabetes.²⁷ A cohort study by Wang et al showed GLP-1s were associated with a lower risk for colorectal cancer in patients with obesity.²⁸ These findings provide preliminary evidence of the potential benefit of GLP-1s for certain chronic diseases and cancer prevention in high-risk populations.²⁹
The potential health benefits of GLP-1 agonists for people with diabetes seem to outweigh the potential side effects.³⁰ The same may not be true for weight loss. Obesity is not caused by Ozempic deficiency.³¹ The expectation is only 15–20% weight loss, and the results must be maintained with the drug.³² Although the adverse effects are rare, given the wide use of GLP-1 agonists, the effects must be considered by patients contemplating weight loss. Even though we have keen, expert celebrity endorsement³³ (sarcasm intended), GLP-1 agonists, while useful, should not be considered a panacea for weight control. The high cost of Ozempic, approximately $1,200 a month, poses a financial barrier for many, potentially limiting access to and continuation of treatment.³⁴ Currently, there are no approved generic versions. Semaglutide is expected to come off patent in the United States by 2031.³⁵ However, there are reports of counterfeit Ozempic pens being sold. The FDA has issued warnings.³⁶
Obesity is a multifactorial disease due to obesogenic environments, psycho-social factors and genetic variants.³⁷ The answer may not be as simple as an injection or tablet. We need less judgment and more options. While GLP-1 agonists may be useful adjuncts, behavior modification, counseling, proper diet and exercise continue to be the best advice for long-term health and continued success.³⁸
Another function is glucagon reduction, further decreasing blood glucose.⁸ GLP-1 in higher amounts suppresses appetite and signals a feeling of fullness.⁹ Ozempic is not approved for weight loss. However, semaglutide has been approved for weight loss under the trade name Wegovy.¹⁰ Wegovy has a larger dose of semaglutide than Ozempic. GLP-1 agonists generally result in an average weight loss of 15–20% of total body weight.¹¹
Research has shown that discontinuing Ozempic (or Wegovy) results in gaining back the lost weight.¹²
Semaglutide is the first GLP-1 receptor agonist shown to decrease the risk of heart attacks and strokes among those without diabetes.¹³ Treatment with drugs like Ozempic requires a lifelong commitment. Side effects, including nausea, reflux, abdominal cramping, delayed gastric emptying and constipation, may contribute to patients discontinuing the medications. More serious but less common side effects include pancreatitis, gastroparesis, bowel obstruction and gallstones/bile duct blockage.¹⁴
Investigators were quick to point out that the risk varies depending upon the reason why the drugs were being used (diabetes, obesity or weight loss).¹⁵ A rare case of Rhabdomyolysis was reported in the literature in 2023.¹⁶ Recently, an observational study published in the Journal of the American Medical Association suggested semaglutide may be associated with nonarteritic anterior ischemic optic neuropathy, a type of eye stroke that causes sudden unilateral loss of vision.¹⁷ Unsurprisingly, semaglutide complications became popular with the legal profession¹⁸ as quickly as the drug became popular for weight loss.
Tirzepatide is another medication of interest. Tirzepatide was approved for treating Type 2 diabetes in 2022 under the name Mounjaro, and in 2023, it was approved for weight loss as
HELPING
HYGIENE
DELTA DENTAL AND THE
DELTA DENTAL FOUNDATION TEAM UP ON A NEW INITIATIVE
As dentists, you've seen the numbers on repeat. In fact, you likely didn't need to see the data to know there is a serious problem.
YOU LIVE IT EVERY DAY.
"As a dentist, I am not working at the highest scope of my license. Instead, I am doing other services that a hygienist or dental assistant would do," said Dr. Vinod Miriyala, an Ohio-based dentist with extensive experience in both public and private settings. "This is not an improving situation, and we have to do something more to address it."
At Delta Dental of Michigan, Ohio, and Indiana, we are acutely aware of the challenges dental offices face regarding staffing. Many of the topics of conversation during our editorial advisory panel (a group of dentists, hygienists and office managers from Michigan, Ohio and Indiana who meet to help guide Delta Dental's communications to providers, including this publication) have focused directly on staffing issues. The issue is top-of-mind for the dentists in our networks, and it is also top-of-mind for us.
The Delta Dental Foundation (DDF), in fact, has spent a great deal of time, effort and resources on the subject and is rolling out and designing several measures aimed directly at providing tangible relief.
In the previous issue of Best Practice, we featured a new chairside recruiting program dubbed Hygienist Inspired.
This multiyear initiative is a joint effort between DDF and the American Dental Hygienists' Association (ADHA). It aims to leverage the expertise of dental hygienists and the strength of their patient relationships to help open career opportunities—particularly for those in communities currently underrepresented in the profession.
Building from the momentum of that initiative, the DDF and Delta Dental of Michigan, Ohio, and Indiana are putting the final touches on several new initiatives aimed at making hygiene school a reality for dozens of would-be students while also reducing the financial burden on those who have already attended hygiene or dental school.
Here's a summary of the proposed program.
- A joint DDF and Delta Dental scholarship program for hygiene students to cover the cost of material kits and tuition
- Loan repayment program funded by the DDF for dentists and hygienists who commit to working in nonprofit clinics in Michigan, Ohio or Indiana
- Loan repayment program funded by Delta Dental for private practice dentists in underserved areas
We heard directly from dental hygiene programs that one of the biggest barriers students face is the cost of the materials kit they need to start the program. Financial aid and other scholarships often can't be used for those kits, which is why we want to address it.
Holli Seabury, EdD
Executive Director
Delta Dental Foundation
"Scholarships, at least in terms of tuition reimbursement, aren’t enough," said Holli Seabury, DDF executive director. "We heard directly from dental hygiene programs that one of the biggest barriers students face is the cost of the materials kit they need to start the program. Financial aid and other scholarships often can't be used for those kits, which is why we want to address it."
For perspective, the average upfront kit/lab/uniform cost ranges from about $5,300 to as much as $10,000. For licensure, students must take national boards and pay state fees.
The total cost for these can top $2,000. And, of course, there’s tuition.
There are currently 33 dental hygiene programs across Michigan, Ohio and Indiana. The majority are two-year programs, while seven are four-year programs. One offers a three-year option, while another offers two- or four-year degrees. The average annual tuition is just over $9,000, with a completion cost of about $32,000.
Evolution of the issue
The pandemic. That's the easy answer to the question of what caused the hygienist shortage. But, there is nuance in the causation.
"I think we now know that the problem was pre-existing, but it reached a breaking point during COVID," said Miriyala, who serves on the DDF board. "The hygienist workforce predominantly consists of women. When it came to COVID, my experience was that they had to make a decision about taking care of family at home. They put their family first by cutting down hours or leaving the workforce, and rightfully so. Others took on opportunities outside of direct patient care."
DataUSA.io,1 an online resource that compiles public data from U.S. government sources, shows that in 2022, 94.4% of hygienists in the nation were female.
Data from the Bureau of Labor Statistics reveals that women left the workforce at a rate nearly four times higher than men, with some 865,000 women leaving the workforce in September of 2020.2
When looking specifically at dental hygienists, an ADHA study published in the February 2021 issue of the Journal of Dental Hygiene3 found the leading concern (48.3% of the total) that led to a hygienist leaving their position was that they simply
The hygienist is the gatekeeper of our practice. They are the face of our clinical care. They see more patients, typically, than we do as dentists. They are the primary caregivers once a patient is stabilized.
Dr. Vinod Miriyala
Pediatric Dentist
didn’t want to work as a hygienist until the pandemic was under control. Caring for family was a cited reason for leaving but it was at a much lower clip—10.4%. Concern over workplace safety standards (12.7%) actually drove more hygienists away from the profession than did childcare concerns.
Bureau of Labor Statistics numbers4 indicate the number of people in the workforce has rebounded and is poised to surpass pre-COVID totals. But filling vacant hygiene positions, unfortunately, remains difficult.
"Initially, I thought things would die down after COVID and we would see things go back to normal. But that's not what happened. In fact, many (hygienists) left dentistry entirely," said Miriyala.
The basic economic principle of supply and demand came into play to combat the issue and try to retain current staff or attract new ones. Pay rates for hygienists climbed fast, but it didn't have the impact one might
expect. Despite the increase in compensation, the recruitment rate hasn’t met or surpassed the attrition rate.5
This is the primary reason Delta Dental and the DDF are working to create initiatives to bring new people into hygiene, and those efforts carry a very important sub-focus: diversity.
"We absolutely have to diversify. We need to make the profession more attractive to more people—of all types," Miriyala said.
Miriyala said he feels the Hygienist Inspired chairside recruiting piece is an excellent step and he is encouraged to hear that further efforts are on the way.
"The hygienist is the gatekeeper of our practice. They are the face of our clinical care. They see more patients, typically, than we do as dentists. They are the primary caregivers once a patient is stabilized," he said.
DATA DETAILS
The numbers—sobering as they are—are worth repeating for context and perspective.
- In a March 2022 American Dental Association Health Policy Institute poll,6 73% of dentists cited staffing issues as the top challenge facing their dental practice. One-third of practice owners said staff shortages make it difficult to run a full schedule.
- In another ADA report, fewer than half of dental hygienists who left employment during the COVID-19 pandemic have returned.7
- Another report indicated a decline in dental hygienists of 8% overall.
- The Bureau of Labor Statistics projects a 9% growth in employment for dental hygienists from 2022 to 2032, further exacerbating the gap between supply and demand.8
- Nationwide, there's a projected shortfall of more than 23,000 full-time dental hygienists by 2036.9
LEARN MORE:
Click here for updates on this program, including criteria for consideration and application details.
Delta Dental Foundation grant fuels NMU hygienist program study
Solving the puzzle that is the dental hygienist shortage can be even more challenging in rural areas. With funds provided by a Delta Dental Foundation (DDF) grant, Northern Michigan University hopes it can help fit a few of those pieces together.
The demand for hygienists is huge, especially in the U.P. This will be an economic opportunity that improves oral and overall health in northern Michigan communities.
Holli Seabury, EdD
Executive Director
Delta Dental Foundation
NMU will study the feasibility of developing and sustaining a dental hygiene education program in Marquette to meet workforce needs of regional offices and enhance oral health services for Upper Peninsula residents. The closest existing program in the state is about 350 miles south in Big Rapids at Ferris State University. All U.P. dental societies joined in signing a letter of support as part of the application process.
“The need for talented individuals to help provide timely and comprehensive care is greater than ever, and the collective dental offices of the U.P. are not immune to the challenges that face health care today,” the support letter stated. “There needs to be an effort to develop, attract and retain talent. Establishing a training program here in Marquette at NMU would greatly improve the number of qualified providers and subsequently improve access to care across our region.”
“The existing dental hygiene programs have wait lists of three to five years, and few are positioned to support rural health needs,” said Elise Bur, NMU Center for Rural Health director. “Northern Michigan University has established strong dental partnerships with independent practices, tribal health centers and federally qualified health centers that strongly support this exploratory project. The potential to develop a hygiene education model that supports rural health could serve as a model for other rural areas in the nation.”
Because there are no dental hygiene programs in northern Michigan, Bur said individuals have to migrate out of the U.P. for training and may be less likely to return. When combined with the region’s aging population, she said this impacts the available workforce, access to and affordability of health care services, and economic development.
The DDF, which supports workforce development and access to care as key components of its strategic plan, sees this feasibility study as a chance for the U.P. to lean on local talent and home-grow its oral health workforce.
“Graduates from a dental hygiene program at NMU could effectively write their own tickets,” said Holli Seabury, EdD, executive director of the DDF.
“The demand for hygienists is huge, especially in the U.P. This will be an economic opportunity that improves oral and overall health in northern Michigan communities.”
According to the Michigan Health Council’s 2023 Health Care Workforce Index, it is harder to gain access to a dentist in some areas of the state than in others. In 21 counties, there are fewer than 3.5 dentists per 10,000 people. In another 20 counties, it is only slightly better—between 3.6 and 4.9.
“While Michigan’s overall ratio of dentists per 10,000 people is at the national average, people living in about half the counties in this state have far fewer dentists available. In other words, more than 1.7 million residents live in areas with a shortage of dentists,” the report stated.
Bur said the absence of a dental hygiene program in northern Michigan has exacerbated the impact of the overall oral health labor distribution in a more rural part of the state.
The feasibility study will be conducted in accordance with American Dental Hygiene Association recommendations. The project is expected to be completed by fall 2025.
If NMU determines, with input from local stakeholders, that a new dental hygiene education program in Marquette is feasible, Bur said future steps would include:
- Developing the curriculum and applying for NMU board approval
- Solidifying additional funding for implementation, faculty, space and supplies
- Marketing the program and recruiting students
- Securing Commission on Dental Accreditation approval
Bur said continued conversations will be required to gain additional regional and state legislative support in identifying funding sources to sustain the program.
THE FOUNDATION
DELTA DENTAL
OF THE
This is a staple ingredient that will continue to play a prominent role in the recipe. Why? Because the work the DDF does is so very important, and it is work that we at Delta Dental are immensely proud of. It seemed only fitting that for this issue, in which we are unveiling a joint scholarship effort aimed at helping ease the pinch facing dentistry as it relates to hygienist availability, we also shine a light on Holli Seabury, executive director of the Delta Dental Foundation.
Seabury, who joined the DDF in 2019, has had a tremendous impact on the organization, bringing transformative energy and vision to her position while holding a razor-sharp focus on furthering the DDF mission to enhance oral health and access to dental care across communities.
If you are unfamiliar with the relationship between Delta Dental and the DDF, it can be helpful to understand this mission focus.
Delta Dental of Michigan, Delta Dental of Ohio and Delta Dental of Indiana are each nonprofit organizations with the mission of improving oral health through benefit plans, advocacy and community support.
The DDF complements this with its mission focus of improving equity in oral and overall health. To achieve this, the DDF focuses heavily on efforts and initiatives that will improve access or oral health care for all.
“Our missions are complementary. Delta Dental provides the benefit plans that make oral health care affordable for millions of people,” Seabury said. “The DDF works to make sure people can live their best, healthiest lives, no matter who they are or where they come from. For those with dental benefits, we want to make sure they’re able to utilize them. For those without benefits, we want to make sure they have care available to them as well.”
Seabury joined the DDF with a strong public health and education background, including serving as CEO of a national health education nonprofit, allowing her to bring a strategic, community-centric approach to the organization.
The DDF serves Michigan, Ohio, Indiana and North Carolina and is funded in part by corporate giving from the Delta Dental member companies in those states in addition to charitable contributions from private citizens and corporations.
THE PUBLICATION YOU HOLD IS THE FOURTH ISSUE IN THE HISTORY OF BEST PRACTICE. AS A REGULAR READER, YOU’LL LIKELY HAVE NOTICED A RECURRING THEME IN ALL OF THEM: THE DELTA DENTAL FOUNDATION (DDF) IS A PROMINENT PIECE OF OUR CONTENT AND COVERAGE.
The numbers are impressive, and the impact is palpable. In 2024 alone, the DDF provided grants that helped more than a million people. And those numbers continue to grow.
The DDF’s 2024–2028 Strategic Plan envisions a world where everyone has access to high-quality dental care that meets their comfort level and abilities across the lifespan. To make that happen, the DDF developed five strategic aims (access to care, advocacy, education, emerging initiatives, workforce development) to guide its grantmaking efforts, with oral health equity for people with disabilities as the cornerstone.
“We have an engaged and passionate board of directors and a plan that is focused and encompassing,” said Seabury. “We are doing the work that can make a real difference, and that’s what this is all about.”
In this issue, you’ll learn about a developing scholarship program aimed at making hygienist education more affordable and accessible to bring some relief to the current hygienist shortage facing our industry.
Here are just a few of the other projects made possible by DDF funding:
- Chairside hygienist recruiting program in partnership with the American Dental Hygienists’ Association
- Corktown Health, the first LGBTQ+ affirming nonprofit dental clinic in Michigan
- GuardCare 2024, a free dental care event provided by Ohio National Guard personnel
- Cuyahoga Community College Foundation support to equip its Ohio dental hygiene program expansion and reduce their student waiting list
- Shelter Association of Washtenaw County support to provide dental services to people experiencing homelessness in partnership with University of Michigan School of Dentistry
- Matthew 25, Inc. to provide free dental care to low-income and uninsured people in Fort Wayne, Indiana
- McMillen Health support for the Brush oral health program for children, caregivers and adults with chronic health conditions in Michigan, Ohio, and Indiana
“We’re proud of the work that we do, but there is so much more to be done,” Seabury said. “This isn’t work that we do alone by any means. Without our partners, we don’t do this. Without the support of Delta Dental member companies, we don’t do this. And without the network dentists who are on the front lines of oral health care, we can’t do this.”
FOUNDATION
GUEST EDITORIAL
WHY I CHOOSE TO BE PART OF DELTA DENTAL'S NETWORK
THE FOLLOWING WAS SUBMITTED TO THE TRAVERSE CITY RECORD-EAGLE.
I am a dentist in the Traverse City area, and I am seeing a lot of new patients in my practice because their providers have stopped participating with dental benefits plans.
BY DENNIS T. SPILLANE, DDS
These patients are scrambling to find someone who does. They're justifiably feeling angry, abandoned and inconvenienced by having to wait to get into a new practice.
Access to affordable oral health care is essential for the overall health of a community. Dental benefits do more to get people to the dentist, especially for preventive care, than anything else, according to the American Dental Association (ADA).
That’s why I continue to work collaboratively with dental benefits companies—and so do many of my colleagues in the Traverse City area.
I am particularly proud to partner with Delta Dental, whose mission to improve oral health, aligns with mine. Delta Dental has always been and is still today by far the easiest dental benefits company to work with.
The dentists who believe they can fix their finances by walking away from dental benefits partnerships are building a different kind of practice than I and many of my colleagues.
They’re faulting the dental benefits companies completely for their woes. Instead of working
with them, many of them will inevitably balance their books by charging their patients more.
The root of the problem is the high cost of doing business in a post-COVID world.
Inflation has driven up our overhead and expenses by nearly 40%. A stubborn national hygienist shortage has crippled our ability to consistently and affordably staff our offices. That shortage is even worse in a resort community like Traverse City where the cost of living, particularly the cost of housing, is out of reach for working- and middle-class families.
Available housing that comes on the market is often snapped up for pricey vacation rentals.
These problems were not caused by the dental benefits companies. They can’t be entirely fixed by the dental benefits companies.
But to be fair, one of them is trying to help.
Over the past couple of years, Delta Dental of Michigan, Ohio, and Indiana has paid us more—$184 million more in reimbursements across its network. The company and the Delta Dental Foundation (DDF) are also offering scholarships starting in 2025 to attract more
hygienists and a student loan repayment plan to new dentists who work in communities with shortages, like northern Michigan.
No other dental benefits company that I am aware of does anything like this.
And it's not like Delta Dental is immune to inflation. As their costs go up, surely they must pass some increases on to their customers.
It's a tough balancing act.
When employers cut or reduce dental benefits, or an individual decides they can no longer afford coverage, that means fewer people will go to the dentist.
That isn't a solution.
My practice and others in the region remain steadfast in our commitment to improving oral health in our community. Our doors are open to you.
We just ask that new patients bring a little patience.
We will take care of your emergencies and work you into our hygiene and cleaning schedules.
We want to hear from YOU!
- Have an idea for a Best Practice story?
- Interested in participating in Delta Dental's editorial advisory panel?
- Want to share your feedback on this issue?
Reach out to us at bestpractice@deltadentalmi.com.
PROVIDE FEEDBACK
There are a lot of dentists that do not participate in Medicaid. I really urge them to reconsider.
–Dr. Mutasem Al-Thweib
Serving up
SMILES
Why one dentist is all in on
Delta Dental of Indiana’s Medicaid
and Medicare Advantage networks.
Dr. Mutasem Al-Thweib brings to dentistry a perspective that is unique...and that's an understatement as big as the smile on his face when he talks about the impact that dentists can have on a patient.
Dentistry is my passion. I want to do all I can to change the culture of dentistry and to serve as many people as I can.
–Dr. Mutasem Al-Thweib
ensuring that underserved populations, such as low-income families and the elderly, can receive the dental care they need,” he said. “That’s something I want to help change. There are a lot of dentists who do not participate in Medicaid. I really urge them to reconsider. Those are important programs, and they give us the opportunity to give people their smiles back. That’s what it’s all about.”
Al-Thweib said participation in the Medicaid or Medicare Advantage network can also mean a stream of business that is less cyclical than that of a “standard” commercial clientele.
“(Medicaid and Medicare) is steady. We don’t have low periods. I never go to the office and don’t have patients to see,” he said. “It’s not always about the money. The money will come. But, there is a benefit in knowing you have a steady flow of work and that work not only helps your business but it helps the underserved populations, such as low-income families and the elderly, to receive the dental care they need."
To provide some perspective on the number of Indiana residents who qualify for Medicaid services, consider this data from the Kaiser Family Foundation (KFF), a nonprofit committed to providing an independent source for health policy information and research.
In a KFF Fact Sheet1 from August of 2024, one in six Indiana adults ages 19–64 and three in eight kids qualify for Medicaid.
Medicaid dental benefits saw a boost in 2015, when Medicaid expansion through the Healthy Indiana Plan increased access to basic dental services, including
“These programs help bridge the gap in health care, and
preventive care and some restorative procedures. For children under 21, the Early and Periodic Screening, Diagnostic, and Treatment (EPSDT) program is a primary driver of dental benefits utilization.
As with any oral health program, utilization is key. In Indiana, KFF data2 shows that just 21% of adults enrolled in Medicaid utilized dental benefits in 2021. Utilization by children was higher at 42%. (Note: The KFF analysis includes adults ages 21–64 and children under 21 enrolled in Medicaid or CHIP with full benefits for 12 months.)
Al-Thweib said there are certainly some wish-list items he has for the Medicaid program, but the positives far outweigh the negatives.
“I’d love to see more services covered. I’d like to see more procedures covered more fairly,” he said. “But there are always things that can improve. Medicaid and Medicare are absolutely essential for broadening access to dental care. When I put my head to the pillow at night, I sleep well knowing I made a difference.”
participating in them is my way of giving back to the community and
A native of Jordan, Al-Thweib served in the Jordanian military, providing dental care to refugees during one of the world’s most significant humanitarian crises.
An ongoing conflict in neighboring Syria has led to Jordan hosting well over 1 million Syrian refugees over the past two decades. This is in addition to those from countries like Iraq, Yemen and Sudan, among others, further stressing Jordan’s infrastructure, resources and health care systems. Al-Thweib was on the front line of utilizing his passion to help those in need, and it was an experience that shaped how he sees dentistry here.
“America is the land of opportunity. As dentists, we have the opportunity to advance and grow so much faster here,” Al-Thweib said. “Dentistry is my passion. I want to do all I can to change the culture of dentistry and to serve as many people as I can.”
Al-Thweib’s journey into dentistry was inspired by a strong interest in biology and a desire to work in a health care field that afforded the opportunity to create long-term relationships with patients.
knowledge but also allows me to improve people’s quality of life in a tangible way,” he said. “I enjoy the blend
“I treated a 12-year-old boy. He had very bad teeth and the treatment being focused on was pulling them all,” Al-Thweib said. “I didn’t do that. Instead, we did a lot of work, such as composite fillings and veneers. We gave him a great smile. A week later, he came back and said, ‘I used to get bullied at school, but now I have more friends, and nobody bullies me anymore.’ It was just priceless. The work that was done changed his life. That’s why I do this.”
That young boy was not the first to benefit from the dedication and care of Al-Thweib…and certainly won’t be the last.
“Dentistry stood out because it not only offers the chance to apply medical
of art and science involved in dental procedures and the ability to see immediate results in many cases, whether it’s through pain relief or enhancing someone’s smile.”
Al-Thweib participates in Delta Dental of Indiana’s Medicaid and Medicare Advantage networks and sees it as a mission to encourage others to do the same.
Grow your business
with Delta Dental's Medicaid network
Delta Dental is actively growing its Medicaid lines of business, and that can mean more patients in your office.
One of the most cited reasons for decreased
Medicaid dental benefits utilization rates is access
to network providers.
Consider joining our Medicaid network to provide your business a boost in potential patients while also helping to improve oral health.
IMPROVED RENUMERATION
In 2023, Michigan increased Medicaid reimbursement rates to 100% of the average commercial rate.1 In Ohio, fees were increased by 93% in 2024.2 In Indiana, 2024 fee schedules increased about 10% in aggregate dental spend.3
FAST, EASY CLAIM PROCESS
Delta Dental’s Medicaid network participants can utilize our Dental Office Toolkit (DOT). With DOT, most claims are processed within seconds, and the tool is quick and easy to use.
Why you should be part of Delta Dental's Medicaid network
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2
SMILE
EXPERTS
By Faith Emmen
Dr. Michelle Kitzrow rises early—around 5 a.m.—and spends
most of her day reviewing
dental radiographs and
clinical information.
She is part of a 35-member (and growing) team of independent dental consultants contracted by Delta Dental of Michigan, Ohio, and Indiana.
Led by Dr. Erik Stier, dental director, and Dr. Traci Dantzler, director of utilization management, they are the largest group of dental consultants of any Delta Dental company in the country. All consultants are licensed dentists, representing every recognized specialty in dentistry as well as general dentists. They have the experience and expertise necessary to make claim determinations.
Delta Dental’s processing system handles thousands of claims daily, the majority of which are automatically processed. A fraction are routed for clinical review. During clinical review, only dental consultants can deny a claim due to a lack of medical necessity or failure to meet generally accepted standards of dental care.
Dental consultants review and adjudicate claims in support of the company’s utilization management efforts. Utilization management is a system of policies and procedures for evaluating claims for medical necessity and generally accepted standards of dental care. The consultants consider each claim, and the unique circumstances behind it, individually.
“All claims determinations are made using evidence-based criteria,” Stier said. “But the criteria are nothing without the appropriate professionals—independent consultants—applying them.”
The consultants’ determinations ensure dental benefits are administered fairly and promptly, following the generally accepted standards of dentistry. Again, all consultants are licensed dentists with extensive private practice experience. They're also required to meet the same credentialing requirements as dentists who are in-network with Delta Dental. Dr. Kitzrow used to own a small practice, managing five staff members and seeing nearly 75 patients daily.
I thoroughly review X-rays as well as clinical information and draw on my dental expertise to provide unbiased determinations on claims.
Dr. Michelle Kitzrow
Dental Consultant
Delta Dental of Michigan, Ohio, and Indiana
Kitzrow said that as a clinical practitioner, she was aware of dental consultants, but not the full scope of their role.
“I am very active in the claims review process as a consultant,” she said. “I thoroughly review X-rays as well as clinical information and draw on my dental expertise to provide unbiased determinations on claims.”
Dental consultants check pre-treatment estimates, prior authorizations and post-service claims for medical necessity and generally accepted standards of dental care. They also take part in claims reconsideration, appeals, audits, administrative law hearings and other activities that support the company's utilization management efforts.
"Dental consultants are the backbone of our claims processing and utilization management functions,” said Dr. Jeffery Johnston, senior vice president of professional services and chief science officer.
THE WAITING GAME:
How appointment timing can impact oral health and your bottom line.
One key contributor to improved oral health is one that’s easy to overlook—the importance of appointment availability.
In today’s ever-busy world, finding the time to visit the dentist isn’t easy. And, as dentists, finding the time to meet the demands of your patients while juggling staff and office time is just as challenging.
Is it worth the effort? Absolutely.
Appointment availability makes it easier for patients to find a date that works with their schedule, and that can lead to more frequent visits, reduced cancellations and improved oral health maintenance.
The early detection of dental issues through regular exams can help patients to avoid more invasive (and costly) procedures. The ability to set timely appointments enable dentists to catch these issues before they progress.
One of the biggest factors that keep people from seeing a dentist is anxiety over the visit. The Journal of Dental Hygiene reported between 9% and 15% of anxious patients avoid dental care completely, but as many as one-third of those surveyed said they would avoid dental care to some degree due to anxiety. Preventive care can reduce the need for longer, more invasive procedures that could increase anxiety in some patients.
Data from the Centers for Disease Control and Prevention shows that more than 40% of adults aged 30 and older have some form of gum disease.1 Early intervention reduces the risk of complications and supports long-term health, reinforcing the importance of timely appointments.
NEED SOME IDEAS TO HELP?
We understand staffing issues can make scheduling more difficult, particularly when dealing with a lack of hygienists.
Consider these tips:
- Allow time for emergency visits to promptly see patients in pain.
- Consider the use of teledentistry for emergency triage.
- Provide training and education for staff for improved customer service.
- Utilize specialized software to help manage office operations.
In a previous issue of Best Practice, we shared a link to a survey in which we asked for your interest in access to assets that could be used to enhance the social media accounts of your businesses.
The response was outstanding, and we are excited to release a new social media toolkit for use by in-network dental offices.
The toolkit features graphics focused on oral health topics and dates. The assets are completely free to use and can be utilized on any social media outlet. Consider tagging Delta Dental of Michigan, Delta Dental of Ohio, or Delta Dental of Indiana when posting to help boost the reach of your posts.
The kit will be updated periodically, so be sure to check back often.
SOCIAL MEDIA
IN CASE YOU MISSED IT: NEW CE COURSES AVAILABLE
Check out the summaries by visiting your state's
CE course webpage:
- Michigan: www.deltadentalmi.com/courses
- Ohio: www.deltadentaloh.com/courses
- Indiana: www.deltadentalin.com/courses
If you’re looking for continuing education credits,
here’s a reminder that Delta Dental of Michigan, Ohio, and Indiana has you covered. Our free CE courses are available online, and we’ve added three new offerings.
DENTAL CLINIC SECURES FUNDS
CCIEC also engaged in extensive fundraising, including a telethon staffed by Delta Dental volunteers.
Delta Dental’s Government Relations team also pitched in to help CCIEC advocate for its state funding request by arranging for several Lansing-area legislators to meet with CCIEC leadership to understand the vision for their expanded services. The visits left a lasting impression—Sens. Sam Singh and Sarah Anthony were instrumental in securing the $1 million.
“We were proud to help an important community organization secure state funding to make dental care available to an underserved population,” said Mark Ashley, government relations specialist.
A dental clinic supported by Delta Dental of Michigan and the Delta Dental Foundation was slated to open its doors in Lansing, Michigan, last fall, thanks to $1 million in funding from the State of Michigan.
The clinic, run by Catholic Charities of Ingham, Eaton and Clinton Counties (CCIEC), serves people who are un- and underinsured, including low-income families and many members of greater Lansing’s immigrant and refugee communities. It also participates in Victors for Veterans, a program through the University of Michigan School of Dentistry that provides free, comprehensive dental care to veterans.
In 2022, the Delta Dental Foundation (DDF) provided CCIEC funds to help build a dental clinic.
PACT CREDENTIALING EXPERIENCE
Correct and resubmit applications with ease
A provider’s existing application can be easily corrected and resubmitted to seamlessly resume the credentialing process.
Intuitive application management dashboard
Providers can easily manage applications with an intuitive user interface that ensures accurate information is being recorded.
Effortlessly attach files and supplemental documents
With PACT’s upload capabilities, users can easily attach files such as certificates, state licenses or other required documents to supplement the credentialing application.
Simplified workflow
Reactive questions and clear instructions streamline the credentialing workflow for dentists and administrators alike.
Clear post-submission comments and instructions
If additional information is needed after submission, providers will receive an email linking them back to PACT, where clear comments and instructions for further edits will be displayed.
Digital agreement signing
Agreements can be viewed and signed digitally, with agreements for each individual depending on state licensing and network selection.
PACT: SEAMLESS
SELF-SERVICE CREDENTIALING
You asked. We answered.
An upgraded credentialing experience is now available.
PACT replaced AppCentral as Delta Dental’s new credentialing platform and allows providers to create an account, initiate an application and complete the credentialing process all within PACT’s online portal.
Delta Dental of Michigan, Ohio, and Indiana’s new online self-service portal for provider credentialing, the Provider Application and Credentialing Toolkit (PACT), is now live.
Get started with PACT by visiting providerwebportal.com.
NEWS
NEWS you can USE
Browse through the news articles below, or use the quick links to jump directly to your story of interest.
Quick links
DELTA DENTAL OF KENTUCKY HAS A NEW PORTAL
Even if your practice is located in a state other than Kentucky, you may have Delta Dental of Kentucky members if they are employees (or a dependent) of a business headquartered in Kentucky.
Please note that Delta Dental of Kentucky has updated to a new dental portal to verify insurance coverage of Delta Dental of Kentucky patients.
Please use the Dental HUB for all Delta Dental
of Kentucky patient information.
IMPORTANT:
Follow the steps below to verify benefits for patients with coverage from Delta Dental of Kentucky.
- Go to deltadentalky.com.
- Click "Sign in/Register" in the upper right-hand corner and select the option for employers, dentists and producers.
- Select the option for "Dental HUB."
- Click on "Sign in With Delta Dental" and log in through your Delta Dental account.
After signing in, add Delta Dental of Kentucky as a Payer Partner in Billing Set-Up on the HUB utilizing a prior Delta Dental of Kentucky claim. For further assistance, please email providerrelations@deltadentalky.com.
DELTA DENTAL MYTH BUSTED: NO-SHOW FEES
Note: Medicaid programs set their own no-show
policies and, in most instances, do not allow you
to bill no-shows/late cancels.
Delta Dental of Michigan, Ohio, and Indiana does not dictate how network dentists handle commercial patient no-show (or late cancellations) situations in your office.