Lana Rivera

From Diagnosis to Dollars: The Team-Driven Case Acceptance Playbook

Description:

Case acceptance isn’t a closing problem. It’s a systems problem.

Too many practices leave it to the doctor’s chairside skill, or hand patients off with no owner and no process. The result is diagnosed treatment that never reaches the schedule, production left on the table, and patients going without the care they need. The offices that convert consistently run a system with one accountable leader, the treatment coordinator, and a team that knows exactly how to support each step.

From Diagnosis to Dollars shows you how to build it. Drawing on more than 20 years on the business side of dentistry, Lana Rivera presents a four-pillar framework of Diagnose With Clarity, Build the Value Bridge, Have the Money Talk, and Follow Up on Purpose. It puts the treatment coordinator at the center of the patient’s decision and gives every other role a defined part in supporting it. Solo, group, or multi-location, it works because it’s built around how patients decide, not how practices are structured.

You’ll leave with proven conversation strategies for handling objections, the metrics that reveal where cases stall, a role blueprint for your entire team, a 30-60-90 day rollout plan, and a quick-reference guide to the Diagnosis to Dollars framework.

Objectives:

By the end of this session, participants will be able to:

Communicate diagnoses in clear, patient-centered language that builds understanding and motivates action.
Connect recommended treatment to what each patient values most, so cost is weighed against the outcome instead of on its own.
Lead financial conversations with confidence, using proven conversation strategies for the most common patient objections.
Build a structured follow-up process and track the metrics that reveal where cases stall.
Position the treatment coordinator to lead case acceptance, define how every other role supports the process, and use a 30-60-90 day plan to put it into practice.