How Platinum Coaching Helped a 50-Practice DSO Add 110,000 Appointments in One Year
At a Glance
Network Size: 50 practices
Timeframe: 2024 → 2025
“There was no rhyme or reason to how the offices were building schedules or keeping track of patients that weren’t showing up.”
Danielle Torres, Regional Operational Leader
Rodeo Dental & Orthodontics
Results
+110,000 total scheduled appointments (146.5K → 256.7K)
Highlights
- Automated messaging to due/late patients: 31.1K → 43.7K
- Team outreach/engagement to missed/cancelled patients: 99.7K → 161.4K
- Team outreach/engagement using short-notice lists: 12.1K → 47.6K
- Higher patient engagement and response rates
- Improved consistency across locations
Initial Challenge: Growth Without Consistency
When this growing DSO first adopted MaxAssist, the goal was simple: improve patient outreach using organized patient lists.
At the time, the network included about 37 practices and relied heavily on call centers to manage patient communication. Some teams used MaxAssist lists, but adoption was limited and processes varied widely from practice to practice.
According to Danielle, a Regional Operational Leader in the organization: “There was no rhyme or reason to how the offices were building schedules or keeping track of patients that weren’t showing up.”
Cancellation rates were high. Outreach strategies were inconsistent. Many teams worked in silos, with call centers and front-office staff operating independently.
Danielle continued: “The biggest concerns I had first were rolling out another platform and getting team members to want to embrace this and run with it.”
Cindy, a MaxAssist Platinum Coach, helped leadership see there was opportunity available and a system was needed to unlock it.
Turning Point: Turning Data Into Action
Working closely with Cindy, the organization began building standardized workflows across the network. Danielle describes it this way: “When we were introduced to MaxAssist, it’s like lightbulbs went off.”
Instead of just providing reports and lists, Cindy’s guidance helped teams understand:
- Which patients to prioritize
- How to communicate effectively
- How to use MaxAssist strategically
- What success should look like
The first breakthrough came with appointment confirmations. Once teams saw how quickly they could confirm multiple family appointments and reduce manual work, adoption accelerated.
From there, the network expanded their use of MaxAssist to:
- Missed and cancelled appointment recovery
- Short-notice filling strategies
- Confirmation workflows
- Patient communication via text messaging
- Establishing standard operating procedures
What began as limited adoption grew into system-wide engagement.
Danielle’s take: “Cindy was key. She was instrumental in this and she’s always so available. She would meet monthly with my locations to review opportunities. Are we utilizing the short notice list? Are we even creating the short notice list? Are we leaving low-hanging fruit out there?”
Building a Repeatable System
One of the biggest improvements came from introducing structure and consistency.
Cindy conducted detailed audits and identified issues that weren’t visible at the surface level, including:
- Over-messaging patients with no strategy
- Inconsistent workflows across practices
- Lack of end dates for outreach lists
- Missed collaboration
Instead of simply pointing out problems, she then developed:
- Clear SOPs
- Strategic outreach framework
- Communication templates
- Practice-specific action plans
Cindy explained her process: “I deep dive, not just on the analytics, but on the behavior and the root cause, whether it’s succeeding or not.”
Regular coaching sessions helped teams implement these processes and stay accountable.
“You can’t force the rhythm. You want to introduce and walk them through till they pick up the beat.”
Over time, the organization shifted from reactive scheduling to proactive growth.
Danielle appreciates the operational clarity and simplicity this brought: “We have our numbers, we send our blasts, we build our schedules, it’s simple. It’s flawless.”
Visibility and Accountability at Scale
As adoption grew across the network, MaxAssist became a critical tool not just for execution, but for leadership visibility and accountability.
Regional leaders gained a clear, real-time view into performance across practices, allowing them to monitor activity, identify gaps, and support teams more effectively.
As Danielle shared: “When I go into MaxAssist, I’m looking at the regional dashboards. I get to see the scorecards…I get to see where we’re at with the utilization on the short notice list…I get to see what our confirmation process looks like.”
This level of insight made it easy to spot both high performers and areas for improvement: “I get to see which team members are executing and which ones we need to work with to get them to where they need to be.”
MaxAssist didn’t just support their front offices; it created alignment and accountability across the entire organization. And for leaders, it became an essential part of managing the business.
It’s accountability, it’s transparency, it’s all the things. If I didn’t have that, I’d be lost.
Results: Network-Level Growth
Between 2024 and 2025, the network achieved dramatic improvements.
Scheduled Appointments
2024: 146.5K
2025: 256.7K
Increase: +110,000 appointments
This growth reflected stronger engagement across teams and more consistent use of MaxAssist workflows.
Short-Notice Scheduling Growth
Short-notice scheduling became one of the biggest areas of improvement.
2023: 116 appointments
2024: 12,000 appointments
2025: 47,000 appointments
This increase came after implementing structured short-notice strategies and targeted patient outreach.
Improved Outreach Effectiveness
By refining communication strategies and balancing phone calls with text outreach, response rates improved significantly.
Some teams saw engagement rates increase from as low as 4–5% to 12–18% or higher.
The numbers tell a significant story, but Danielle expanded on it:
We’ve seen an increase in patient volumes…I’ve been able to add a second GP to every location that I have. Now we need the doctors–we’ve got the patients and we’ve got the volume.
Why Platinum Coaching Made the Difference
Software alone didn’t drive these results.
Consistent coaching helped leadership and teams:
- Trust the system
- Build better habits
- Follow proven processes
- Stay accountable
- Solve problems early
- Improve continuously
As Cindy described: “They had to see the success to believe in it. Once the light went on, it became full speed ahead.”
Over three years, the organization progressed from limited adoption to using MaxAssist across nearly all practices.
Today, teams use MaxAssist daily to:
- Confirm appointments
- Recover missed and cancelled visits
- Fill short-notice openings
- Re-engage patients
- Track performance
Key Takeaways for DSOs
DSO growth doesn’t come from technology alone. It comes from combining the right tools with the right processes and the right guidance.
This organization’s results show what’s possible when teams have:
- Clear workflows
- Consistent coaching
- Actionable data
- Network-wide accountability
110,000 additional scheduled appointments in one year didn’t happen by accident.
It happened through structured implementation, strong engagement, and ongoing Platinum coaching.
And Danielle’s closing words?
The impact is amazing. The workflow is so easy for your team and the return is there.
See What This Could Look Like Across Your DSO
If you’re managing multiple practices and struggling with inconsistent scheduling, MaxAssist gives your teams the structure, visibility, and support to turn missed opportunities into booked appointments. Schedule a demo to see how it works across your network.
