Plan - DSO Best Practices

Recorded On: 09/22/2020

Learn more about administrative processes that work well for plans and DSOs. Panelists from leading dental support organizations will highlight best practices used by plans when working with DSOs. Topics covered include:

  1. Credentialing, both application & delegated
  2. Provider Directory Validation
  3. Claim payment and review policies
  4. Enhanced benefits for diabetes and other conditions
  5. COVID-19 responses, including teledentistry claims, PPE

Mike Cole

Vice President of Insurance Plan Management

Dental Care Alliance

In April 1999, Mike Cole joined Dental Care Alliance (DCA), an NADP Associate member and one of the largest dental service organizations in the country. As vice president of Insurance Plan Management, Mike oversees the teams responsible for insurance relations, revenue cycling and the credentialing departments. Prior to joining DCA, he was a network manager for both Prudential Healthcare and United Concordia. With more than 30 years in the dental healthcare industry, he was instrumental in fostering partnerships between DCA and the insurance plans. Working together to achieve the best outcomes has led to creation of the NADP credentialing application, NADP-supported directory validation process and innovations with the patient experience. My received the Don Mayes Award at CONVERGE 2019.

Mike has been active in the NADP for the last eight years and has served on the Operations Workgroup, where he is currently the vice chair. Mike is a graduate of the University of Missouri – Columbia and is also a Certified Employee Assistance Professional (CEAP).

Amy Spaulding

Sr. Manager, for Revenue Operations Projects

Pacific Dental Services

As senior manager for revenue operations projects at Pacific Dental Services, Amy Spaulding has contributed to the strategic focus of operational excellence since 2015. In this role, she oversees and manages the revenue cycle practices ensuring standardization, implementation, and utilization of top practices. Prior leadership positions at Pacific Dental Services include new market development & education manager for two years, billing operations manager for two years and orthodontic supervisor for revenue operations for one year. Additional professional experience includes service at multiple California dental practices.

Jeremy Jonckheere

VP, Insurance Products & Strategic Relations

Pacific Dental Services

Jeremy Jonckheere is Vice President, Plan Partnerships at Pacific Dental Services where his work covers insurance plan relationships, strategic partnerships, medical integration and operations including patient benefits and credentialing.  Prior to his work with Pacific Dental Services, Jeremy held numerous positions at DaVita including senior director of strategy, director strategic development and government affairs, and director of new markets. He holds an MBA in Finance, Marketing and Biotechnology from Northwestern University, Kellogg School of Management and an HBA in Business Administration (Honors) from the University of Western Ontario, Richard Ivey School of Business.

Theresa Bacon

Director Provider Relations

Aspen Dental Management

Theresa Bacon joined Aspen Dental Management Inc. (ADMI) in 2012 as the manager carrier relations and has served as director of insurance operations since March 2019.  Leading provider credentialing and plan enrollment for more than 900 Aspen Dental branded practices in 44 States.   Theresa currently serves as the chair of the DSO Advisory Council and has been a member of the NADP Operations and Codes Workgroups since 2015. Past volunteer experience includes Provider Directory Validation, CAQH and Delegated Credentialing Sub-WorkGroups.

With more than 20 years in the dental industry, prior professional experience includes leadership roles at Coast Dental Services and roles with general dentistry and endodontic private practices.

Art Schoen

Vice President of Insurance Operations, Aspen Dental Management

Art currently serves as the vice president of Insurance Operations and Revenue Cycle for Aspen Dental Management, Inc. (ADMI). ADMI is a dental support organization that provides non-clinical business support services to over 800 independently owned and operated Aspen Dental-branded practices in 41 states.

His business focus is on improving the efficiency and cost effectiveness of dental transactions so that dentists and insurance carriers can better focus on patients, subscribers, and employer groups.

Art started his career in insurance with a subsidiary of Anthem focusing on claims processing, file set-up, and system migration. He served as an officer in the U.S. Marine Corps and holds an MBA in Healthcare from Binghamton University and a BA in History and MS in Education from Canisius College. Art is currently the chair of the National Dental EDI Council (NDEDIC) and works with NADP on the EDI and Government Relations WorkGroups and DSO Advisory Council.


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Plan - DSO Best Practices