GGPCi ADMIN STUDY CLUB
Building Resilience from the Front Desk to the Back Office
Welcome to the 2025-2026 GGPCi Admin Study Club!
Running a dental practice isn’t just about delivering great patient care — it’s about keeping every part of the business strong, secure, and thriving. As the office manager, you’re at the center of it all: managing people, protecting patient data, keeping the schedule full, and ensuring the practice stays financially healthy.
This year, the GGPCi Admin Study Club theme — Protecting Your Assets — is built with you in mind. We’ve gathered top experts to share practical tools and strategies that will strengthen your systems, support your team, and safeguard your practice’s most valuable resources — from the front desk to the operatory. You’ll leave each session with actionable ideas you can implement right away to reduce risk, boost efficiency, and set your practice up for long-term
UPCOMING EVENT
UPCOMING EVENT
Tuesday, November 11
12:00-1:00pm Pacific 2:00-3:00pm Central 3:00-4:00pm Eastern
Focus: Hospitality as Risk Management
Protecting Retention, Reputation, and Referrals with Kim Bates
Exceptional hospitality isn’t just a “nice to have”—it’s a powerful form of risk management. This session explores how creating thoughtful, personalized experiences for patients and team members directly safeguards three of your practice’s most valuable assets: patient retention, your reputation in the community, and the referrals that fuel long-term growth. We’ll look at practical ways office managers can apply the principles of “unreasonable hospitality” to turn everyday interactions into memorable moments that strengthen loyalty, elevate trust, and protect the practice from avoidable losses.
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By the end of this session, participants will be able to:
Explain how hospitality serves as a proactive strategy to safeguard patient retention, reputation, and referrals.
Apply practical techniques of “unreasonable hospitality” to everyday interactions with patients and team members.
Develop strategies to integrate hospitality into office culture as a form of risk management and long-term growth.
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Passionate about dental health and practice management, Kimberly has dedicated over 22 years to the dental industry. With a strong foundation as an administrative assistant in general dentistry, she honed her expertise in specialty practice, specifically in periodontics. As the practice manager and then Director of Operation for Implant & Periodontal Associates Northwest, Kimberly successfully led both the Tri-Cities and Seattle locations for 11 years. Her commitment to professional growth extended beyond her role, as she also served as a Seattle Study Club Coordinator during this time. Now a seasoned coach at GG Practice Coaching & Development, Kimberly continues to empower dental practices to reach new heights of efficiency and excellence.
Kim is a certified HR consultant with Bent Erickson & Associates.
CALENDAR OF EVENTS
CALENDAR OF EVENTS
Friday, October 3
9:30am- 11:00am Pacific 11:30am-1:00pm Central 12:30-2:00pm Eastern
Focus: Safeguarding Practice Revenue
Smart Insurance Administration For Leaders with Teresa Duncan, MS
Today’s practice leader knows that insurance is more than just codes and appeals. Buckle up for a discussion on trends in benefit coverage, network leasing and insurance legislative issues. To best plan for your practice’s success, you’ll need to be aware of how changes in benefit designs can affect your patient conversations and cash flow.
We’ll also cover consumer behavior so you can have better financial discussions with your insurance-driven patients.
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Strategize your participation with carriers (or non-participation!)
Consider the impact of insurance trends on your revenue.
Craft more effective insurance benefit conversations with your patients.
Understand insurance’s impact on your revenue cycle.
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With over 25 years of healthcare experience, Teresa addresses topics such as Insurance Systems, Office Manager Training and Patient Conversations. Her memberships include Dental Entrepreneurial Women and the National Association of Dental Plans. She has been named one of the Top 25 Women in Dentistry and is the author of Moving Your Patients to Yes: Easy Insurance Conversations as well as a contributing author to the ADA’s Annual CDT Companion Guide™. Her podcasts “Nobody Told Me That!” and “Chew On This!” provide regular coding and management updates. Teresa received her Master’s Degree in Healthcare Management.
Friday, October 24
9:30am- 11:00am Pacific 11:30am-1:00pm Central 12:30-2:00pm Eastern
Focus: Medical Billing as a Financial Asset
The What, Why, and How of Medical Billing with Laurie Owens
Medical billing can feel confusing, but it doesn’t have to be. When used the right way, it helps patients get the care they need, makes sure your practice is paid fairly, and supports growth. This webinar gives a straightforward look at what medical billing is, how it helps patients and practices alike, and how to put it into place in your practice. You’ll learn the basics of billing, how dental and medical coverage connect, and how to avoid mistakes that lead to denied claims or lost income.
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Learning Outcomes
By the end of this webinar, you will be able to:
Use medical billing to help your practice earn more.
Bill the right way so your team and patients have less financial stress.
Cut down on denied claims, and increase payments.
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Laurie Owens, CPC, CPB, Director of Medical Billing Education for PPO Profits, brings over 20 years of experience educating dental practices on billing medical insurance and the techniques to get claims paid. Laurie believes that patients should be able to utilize their medical insurance for procedures due to oral systemic conditions. Through on-site training, medical billing for dentistry courses, follow-up consulting, along with Seattle Study club, ACT Dental, and AADOM lectures, Laurie has assisted dental practices in successfully billing insurance to collect benefits that would have otherwise been unclaimed. Her training on medical billing has increased practice revenue and patient satisfaction.
Tuesday, November 11
12:00-1:00pm Pacific 2:00-3:00pm Central 3:00-4:00pm Eastern
Focus: Hospitality as Risk Management
Protecting Retention, Reputation, and Referrals with Kim Bates
Exceptional hospitality isn’t just a “nice to have”—it’s a powerful form of risk management. This session explores how creating thoughtful, personalized experiences for patients and team members directly safeguards three of your practice’s most valuable assets: patient retention, your reputation in the community, and the referrals that fuel long-term growth. We’ll look at practical ways office managers can apply the principles of “unreasonable hospitality” to turn everyday interactions into memorable moments that strengthen loyalty, elevate trust, and protect the practice from avoidable losses.
-
By the end of this session, participants will be able to:
Explain how hospitality serves as a proactive strategy to safeguard patient retention, reputation, and referrals.
Apply practical techniques of “unreasonable hospitality” to everyday interactions with patients and team members.
Develop strategies to integrate hospitality into office culture as a form of risk management and long-term growth.
-
Passionate about dental health and practice management, Kimberly has dedicated over 22 years to the dental industry. With a strong foundation as an administrative assistant in general dentistry, she honed her expertise in specialty practice, specifically in periodontics. As the practice manager and then Director of Operation for Implant & Periodontal Associates Northwest, Kimberly successfully led both the Tri-Cities and Seattle locations for 11 years. Her commitment to professional growth extended beyond her role, as she also served as a Seattle Study Club Coordinator during this time. Now a seasoned coach at GG Practice Coaching & Development, Kimberly continues to empower dental practices to reach new heights of efficiency and excellence.
Kim is a certified HR consultant with Bent Erickson & Associates.
Wednesday, January 14
12:00-1:00pm Pacific 2:00-3:00pm Central 3:00-4:00pm Eastern
Focus: Protecting Your People Assets
Workplace Culture, Leadership & HR Risk Management
Your team is one of your greatest assets—and also one of your biggest risks if culture, leadership, and HR practices aren’t managed well. This session explores how to foster a healthy workplace culture, strengthen leadership skills, and reduce HR risks that can lead to turnover, conflict, or even liability. Protecting your people protects your practice.
Wednesday, February 18
12:00-1:00pm Pacific 2:00-3:00pm Central 3:00-4:00pm Eastern
Focus: Protecting Your Digital Assets
Cybersecurity: Safeguarding Patient Data
Patient data is one of your practice’s most valuable—and vulnerable—assets. A single breach can damage trust, disrupt operations, and create costly liability. This session will show you how to safeguard your digital assets with smart cybersecurity practices that protect both your patients and your practice’s reputation.
Wednesday, March 18
12:00-1:00pm Pacific 2:00-3:00pm Central 3:00-4:00pm Eastern
Focus: Protecting Your Cash Flow
The Science of Case Presentation
Protecting your assets isn’t just about managing what you already have—it’s also about creating consistent growth. In this program, you’ll learn the psychology and communication techniques that drive stronger case acceptance, build trust with patients, and ensure the long-term sustainability of your practice.
Wednesday, April 15
12:00-1:00pm Pacific 2:00-3:00pm Central 3:00-4:00pm Eastern
Focus: Protecting Your Revenue
Top 10 Tips to Get Paid Faster
Cash flow is the lifeblood of your practice. This session gives you proven strategies to reduce outstanding accounts receivable, streamline your collections process, and protect your practice from unnecessary financial strain.
Wednesday, May 13
12:00-1:00pm Pacific 2:00-3:00pm Central 3:00-4:00pm Eastern
Focus: Protecting Your Greatest Assets — People & Productivity
Take Back Your Day: End Burnout and Regain Control
Time and attention are limited resources—and losing them to burnout is costly. This session will help you identify where your day is being drained, implement strategies to work with greater focus, and reclaim control of your schedule. By protecting your productivity, you protect the overall health and profitability of your practice.
