Fenton Family Dental Enrolls 398 Membership Plan Participants in 19 Months
Improving Community Access to Care by Switching to Kleer’s Membership Plan Platform
Since Dr. Toussaint Crawford opened Fenton Family Dental in 2009, it has grown to be a nine-dentist practice with two offices in Silver Spring and Clinton, Maryland. The practice prides itself on using the latest technology and offering extended hours—including weekends—to accommodate all patients.
Fenton Family Dental’s driving purpose is to make it easy for their community to access affordable and personalized dental care in order to stay happy and healthy. However, the practice faced constraints and frustrations operating within today’s antiquated dental care system. The insurance-controlled system made it difficult for the practice to run a successful business and provide the best care to their patients.
The practice wanted to make it easier and more affordable for patients to get the care they needed, and they saw a dental membership plan as a solution.
The Challenge: A Non-Scalable, Paper-Based Dental Membership Plan
Fenton Family Dental’s first attempt at implementing a membership plan was a homegrown, paper-based approach. They quickly learned that this approach was very difficult to manage. The office teams were tasked with manually recording, tracking and managing patient details, benefits, and payments in a spreadsheet. The process was cumbersome, prone to mistakes and not scalable. Because the plan was paper-based, it was also burdensome for patients to enroll and renew.
Nevertheless, patients signed up for the membership plan to receive the affordable, comprehensive coverage the plan provided. As the plan became more popular, it became less manageable. Answering patient questions, facilitating sign-ups, tracking payments and handling renewals turned into time-consuming and error-prone tasks. Additionally, the paper-based plan was misaligned with a practice known for its advanced technology.
The Fenton Family Dental team knew they needed a better solution.
The Solution: A Customized Membership Plan Powered by a User-Friendly, Automated Platform
The practice looked for a dental membership plan platform that would reduce administrative time and cost, provide a better patient experience and increase patient sign-ups. Fenton Family Dental elected to partner with Kleer, which offered plan customization and a user-friendly platform that automated manual processes.
It was important for Fenton Family Dental to personalize their membership plan based on the needs of their patients and their practice. Working with Kleer, they designed two care plans, one for children and another for adults. Each plan has a unique treatment protocol, subscription fee, and benefits based on the needs of the patients.
Plus, the automated platform provided an enhanced user experience for both patients and the practice staff. For patients, the experience is now simple, modern and intuitive. They can sign up quickly and easily from any device—whether in the office or from home—by visiting a landing page specific to Fenton Family Dental. Custom brochures direct patients to the landing page by scanning a QR code with their phone camera. The sign-up process can be completed in two minutes or less and has a familiar experience to other subscription services like Netflix and Amazon Prime. Benefits start immediately, and there are no hassles like waiting periods, deductibles, claims denials, pre-approvals or annual maximums.
The practice staff also benefited from the user-friendly technology platform. The Kleer Portal makes it easy to track payments, invite patients, enroll and manage members, and edit the plan. Moreover, patient self-service tools maximize participation and reduce time spent on membership plan management. The use of automatic renewals has eliminated the need for multiple follow-up calls by office staff and led to increased patient retention.
The Partnership: From Plan Design to Launch, Management, and Growth
Plan personalization and a robust technology platform were the foundation of Fenton Family Dental’s new membership plan. However, to optimize performance, the practice needed the expertise of the Kleer Success Team, which specializes in helping practices design, launch and manage successful membership plans.
The Kleer Success Team ensured a seamless, quick and easy implementation for Fenton Family Dental. The process included a plan design consultation, team training and a Welcome Kit that included office marketing materials shipped directly to their practice. Additionally, the Kleer Success Team assisted with the task of transitioning patients with their homegrown membership plan onto the new platform.
As part of the plan design consultation, the Kleer Success Team gave guidance on plan pricing to ensure a reasonable discount for patients while staying profitable for the practice. The structure and pricing of the plan was designed to improve patient loyalty and treatment acceptance while increasing practice revenue and profitability.
As part of the onboarding process, the practice’s regional manager—with help from the Kleer Success Team—took the lead on educating the office teams about the benefits and details of the new membership plan. Practice teams were trained on how to navigate the Kleer Portal and how to manage the plan successfully.
To promote and grow their membership, the Fenton Family Dental staff was coached by Kleer’s Growth Specialists on how to leverage custom office marketing materials included in the Welcome Kit. The brochures, posters and staff-worn buttons that tout “Join our membership plan to save today! Ask me how” appealed to new and currently uninsured patients.
The Results: $233,511 in Annual Subscription Revenue and 398 Members in 19 Months
Since implementing Kleer, Fenton Family Dental transitioned its previous membership plan patients to the new platform while adding many new members. The practice added 398 members to its plan in 19 months, generating over $233,511 in annual subscription revenue.
The practice has reported improved patient satisfaction and loyalty, as well as increased treatment acceptance. And the team loves having the freedom to provide dental care to their community, without pricing and treatment coverage constraints.
Having the Kleer membership plan has not only been great for us at Fenton Family Dental, but also our uninsured patients. Kleer has helped us work towards our mission of improving the oral health of our working families. We are so glad to have Kleer.
-Dr. Toussaint Crawford, D.M.D., Fenton Family Dental