Podcast: Play in new window | Download
In this episode of The Stress-Free Dentist Show, Dr. Eric Block is joined by Nancy Kagan, Managing Partner at Rosen Summit Dental Advisors. Drawing from decades of experience in clinical hygiene, multi-practice management, billing systems, and consulting, Nancy shares what truly makes a dental practice successful, not just operationally, but ethically and emotionally.
You’ll hear real-world insights about identifying embezzlement, setting up proper billing structures, the emotional toll of leadership, and how written systems can support stress-free, sustainable growth. Plus, Nancy opens up about her journey as an educator and her recently published book Dental Administration: A Beginner’s Reference.
Key Takeaways
- Getting Honest About Billing
Learn why most practices are losing money without realizing it—and how outside billing can help restore financial clarity and control.
- Success Comes from Systems
The most successful practice owners are willing to build strong, measurable systems around their team.
- The Power of Consistent Language
Patient communication doesn’t stop with the dentist. Nancy shares how scripting and confident handoffs build case acceptance from back to front.
Episode Timestamps
- 00:01:22 – Meet Nancy Kagan
- Nancy shares her path from dental hygiene to practice management and consulting
- Why her passion for systems and education led to founding Rosen Summit Dental Advisors
- 00:03:30 – Why Billing Breakdowns Are More Common Than You Think
- The hidden financial risks in dental practices due to untrained billing staff
- Why many dentists don’t realize they’re losing money daily
- 00:07:02 – Fraud and Embezzlement: Real Stories and Red Flags
- Nancy shares stories of internal fraud and embezzlement
- Key signs to watch for when something “feels off”
- 00:10:00 – Software Issues, Fee Schedules, and Financial Blind Spots
- Why default software settings often go unchecked
- How incorrect fee schedules hurt the bottom line
- The importance of regularly auditing billing workflows
- 00:11:16 – The Mindset That Defines Successful Practice Owners
- How high-performing dentists think differently about leadership
- What it means to “know what you don’t know”
- 00:14:00 – Why Patient Communication Is Everyone’s Responsibility
- From back to front: ensuring every team member speaks the same language
- How using consistent language builds case acceptance
- 00:17:12 – The Handoff: What to Say and How to Say It
- Step-by-step breakdown of the ideal handoff process
- How to prevent miscommunication and lost opportunities at the front desk
- Creating confidence and continuity from clinical to admin
- 00:20:58 – Training Dental Administrators
- Why Nancy created the ebook Dental Administration: A Beginner’s Reference.
- How her book provides real-world, tactical training for front office roles
- Filling the gap in admin education with clarity and structure
- 00:23:00 – Buyer Representation & Helping New Owners Succeed
- Insights into helping first-time buyers manage transitions
- What new owners often overlook—and how to avoid common pitfalls
- 00:25:04 – Building a Foundation That Lasts
- How to future-proof your practice by investing in structure early
- Nancy’s philosophy on long-term sustainability
- 00:26:28 – Closing Thoughts
- Advice for new dentists entering ownership
- Why confidence, consistency, and continued learning are non-negotiables
- Nancy’s empowering message: the more you know, the less stress you carry
Resources