Innovation from Dr. John Tiano, DDS
PatientTalk is an innovative new system created by Dr. John Tiano, DDS, based on his 40 years of clinical and managerial/business expertise. Dr. Tiano has identified an essential factor in the successful operation of professional practices – the performance of front desk operations. Front office staff is required to know and be able to perform flawlessly numerous tasks that are critical to the success of the practice, such as:
- Efficient scheduling for productivity and profitability, all while allowing sufficient time for procedures.
- Understanding third party payer billing procedures and form submission.
- Comprehensive understanding of the business’s practice management software.
- Calculation of patient co-pay.
- Malpractice avoidance, i.e., what can be said and not said; documentation of phone interactions with patients; HIPAA rules and regulations.
- Accounts receivable management including patient and insurance billing, and unpaid claim follow-up.
All this while answering the phone with a smiling face!
Product Development
Developed over four years, PatientTalk AI uses various technologies to assist practices by enabling humans to do what humans do best – provide clinical care and great customer experience. PatientTalk AI frees up time therefore allowing staff to better serve the needs of the patients in the office, such as explaining procedures and benefits of health care, services provided by the practice, and building relationships that lead to family and friend referrals.
By asking a series of questions in the onboarding process of a new practice, PatientTalk AI takes on the personality of the practice as well! Each office is unique in procedures performed, hours of operation, insurance plans accepted, handling of emergency calls, etc. PatientTalk AI is customized to each practice and responds consistently to callers as per the parameters of the practice.
It has been shown that phone interactions, insurance confirmation, billing questions, changes in schedules, and outgoing calls can consume more than 2 hours per day per front desk staff member. How can that time be used more efficiently? While some of that phone time and patient check-in time will still require human assistance, PatientTalk AI should free up 70-80% of that time.
About Our Founder
Dr. John Tiano is a dentist and entrepreneur. He earned his BS In Biology at The University of Pittsburgh in 1976. He then attended the Temple University School of Dentistry where he was able to receive his Doctorate in Dental Surgery in 1979.
In September 1980, Dr. Tiano opened his first office in the Kennywood Mall in West Pittsburgh Pennsylvania. At the time very few dentists had offices located in shopping centers.
In 1982 he started a group practice with three offices, two of which were located in shopping centers. The practices continued to grow, and soon associates were added, as well as specialty care.
Patient referrals combined with a strong marketing campaign that included TV commercials and radio advertising resulted in the practice becoming one of the largest and most successful in the Pittsburgh market. In the late ‘80s and early ‘90s, the practice developed various relationships with local dentists which included shared marketing campaigns, group purchasing discounts, specialty care arrangements, and franchise opportunities.
In 1997 the practice was sold to a national entity. After six years of operating in the corporate world, the practice was re-purchased.
Over the next 10 years, through acquisitions and de-novo startups, the practice grew from three locations to five. At the peak of the practice’s growth cycle, with revenues of $7.5 million+, the practice employed five GPs, one contracted oral surgeon, two contracted orthodontists, 13 hygienists, 12 dental assistants, one accounts payable/ payroll person, 15 front desk staff and one COO. Dr. Tiano was a full-time practicing dentist as well as the chief executive and overseer of clinical affairs.
In 2018 Dr. Tiano started Marsh Cove Dental in Naples Florida. He practiced in Florida full-time and maintained the practices in Pittsburgh as well. In March of 2019, the Pittsburgh operations were sold.
Dr. Tiano has been able to develop a patented system that assists professional practices to move forward in these times of hiring and retention difficulties as well as providing a pleasant communication experience for its patients.