Anne: Hi, everybody is Anne Duffy and welcome to the Just DeW It podcast. I am so happy that you're with me today. I have a very new friend, a new do with me today, and I can't wait to introduce you to her, but let me tell you a little bit about her before we get started. Shelbey Arevalo i s the founder of Arevalo Elite Services and the patient Advocate program dedicated to bridging the gap between patients and dental providers with over 15 years in the dental industry.
She's a certified dental assistant dental billing expert and advocate for patient-centered care as a board certified patient advocate, BCPA. Candidate. She empowers dental professionals and patients through financial transparency, education, and innovative solutions. Shelbey is also a certified medical biller, has been on the cover of Dente Magazine, is an entrepreneur and is a lifelong learner.
Please help me welcome the dental detective Shelbey Arevalo Hello Shelbey. How are you dear?
Shelbey: I'm so good, so good to be here.
Anne: It's so fun to read your bio. I love it. And Dente Magazine. So listen, go on her site and we'll have all that in the show notes and look at your cover. Mm-hmm. How beautiful is that?
Yeah. and congratulations. That's really. School that they saw something in you and put you on the cover. I'm really proud of you as a young woman in dentistry and, you had quite a journey from what I understand and I'm looking forward to hearing all about it 'cause we're kind of new fast friends.
So what inspired you to create the patient Advocate program and how has your journey shaped your mission?
Shelbey: Yeah, no, that's a, great question. I. Initially I was inspired long time ago, actually, the seed was planted. I was given the title of Patient Advocate in one of the first offices that I worked at, and beautiful office, you know, multimillion dollar practice had the best of the best of everything, and they really invested in their team.
And I was given a business card, and it was the first business card I'd ever had. And it said patient advocate. And so that. Was really the first time I really felt, real value and, like I could actually make a difference in what I was doing. felt real, it felt really good.
And I had the opportunity to really impact lives and change lives, and I just really took that position very seriously, you know, and over the years. Going, getting into management basically being the problem solver, if you will, right? I'm approached by doctors and they will have an issue with the patient, you know, and they're just like, what should I do?
What should I do? And. I've found myself always being this voice of reason and trying to paint the picture and trying to say, okay, doc, try and think in the patient's eyes. Patient perspective. And then also on the other end, answering that phone from the upset patient, and really trying to have the patient view from the doctor's side, right? And so I really, from a really. Early stage of my career found that there was this disconnect. I basically took on that responsibility of wanting to make that more clear and bridging the gap. And so I, found myself doing that, before I even started the program. I never, ever jumped to conclusions, and I'm always trying to make people understand. Let's try to come from a place of understanding rather than judgment, right?
Rather than pointing the finger. And so that was really where it started. And when I became the power of attorney of my father, it was very sudden that's a whole, personal story, but. I became, responsible for my father at the age of 26, right?
And I was given this huge responsibility and, I am left trying to figure out how to navigate, everything for him. And I felt really lucky that I obviously come from the dental industry background and I was able to understand, how his plan worked. And, I knew that there were people in my shoes.
That didn't know the things that I knew and I could only imagine, oh my gosh, like how hard this is for other people. And not only that, but being on the receiving end, working in dental practices. And I have patients calling and they would, just call the office just to ask me questions because they said no one else.
Would give them the answers like I did. And it was just like, that's so strange to me. But, it's very normal, right? You have people that are just, clocking in and they're doing their job and they're doing the best that they can. And I've just always have had that desire to take it, the extra mile and, really come from a place of transparency and just wanting people to understand, the root cause and, there is more to what meets the eye kind of thing
Anne: first of all, there's a lot here, the boss that gave you the, card and named you, the patient advocate obviously saw something really special in you and realize you could take that on.
That's, I think, sometimes when you find your calling, it's like when people start. Asking you for certain kind of help and it just keeps coming and keeps coming. You're really good at it and you like it. Sounds like with your dad, when something like that happens, somebody's gotta take the reins.
make the decisions, being able to read between the lines and put out a strategic plan for your whole family to move forward.
and then you found out that you were good at that. And also, you are just naturally good at communicating maybe the hard conversation You know, sometimes people need to realize that it's actually a great idea all on their own to accept treatment.
And make that a heck yes. Instead of like, I don't know if I could afford it or if I wanna do it or whatever. So, Kudos to you and you're, the start you had within the dental community, what do you see as a, biggest challenges in the dental offices right now with billing?
Because that is. The bane of the office manager's, job, right? is getting the billing right and getting paid for their services. how can you improve that? I. What have you found?
Shelbey: Yeah, I mean and I'm in all these different groups online, right? and a lot of it is like the same things over and over, right?
A lot of it is just implementing simple systems, so that things don't fall through the cracks, And having a protocol for. Your ar, your accounts receivable, and having someone dedicated to that role. I, I see a lot of offices piling on too much. I. On one person or having the office manager, in charge of the ar, the office manager should really be committed to patient relations, right?
And creating that space, for the office. And not only that, but for the employees and for the team. And I feel like. The billing department is just that there should be a separate billing department and I, notice that offices are just trying to do it all and it's great you can do it all, but we need to have systems in place.
So that we make sure that, we're not losing money, everything's being filed, timely. And doctors getting paid for every single thing that, he does or she does. You know, One thing that I notice immediately when I start working with offices is I will see how a visit is coded And I can immediately itemize that service. And, doctor might only be billing one code and I can turn it into three. immediately. They don't even know. Yeah. They don't know what they don't know. And that's exactly it. And that's why I'm so committed and I love what I do because I know that doctors shouldn't know it.
They're supposed to be clinicians. they're the medical provider, right? They are giving exceptional. Patient care, I am the billing expert, And I can itemize that care that you're giving to the patient, Mind you, knowledge is power and having doctors know these things is great.
But yeah, it just starts with working with someone that knows, hey, there's a code for that service. And honestly, nine times out of 10, there's gonna be a code for that.
Anne: how does your business work, Shelbey? So do you go in and take over their billing or are you teaching them how to bill?
how does it work with your company?
Shelbey: There's two different pathways, if you will. So one pathway is I take on their billing altogether, and I really like to separate my model, and my method is I want. The office to have, a separate billing department. So we create my own line billing department line.
And basically anytime a patient has a question for billing, if they receive a statement, The office is able to use the billing department, My billing department as a crutch. And that's amazing. It's so nice. It's very relieving, and doctors are able to stick to what they're good at, And it's Hey, I have a billing department. And patients almost feel better like, oh, this person knows what they're talking about. So that's one pathway, That's ideal. So that we're taking that load off. But let's say we, I'm working with an office that has that ability to do it in-house.
great. So then that's when the consulting services come in. And I'm able to do that virtually. I am able to also travel. But a lot of things we're able to do virtually. I'm very big on systemizing everything, And having an SOP and a manual and I'm not a gatekeeper.
That's one thing I pride myself on. I'm gonna give this office everything they can to succeed. If I'm not in the picture, they can do it. They can read it in a manual and they can do it themselves and they feel empowered, with the information that I'm giving them.
Anne: And they can call you if they need help.
I just, the idea of having the billing department, because you said something very profound in the very beginning. The office manager needs to be in charge of the relationship and money breaks up relationships. across the board. Personal, professional dental, medical, you name it.
And medical they don't even tell you anything. Like you have a billing department, the nurse. Never takes on the billing and neither does the physician.
And I think that's just super. Cool that there's so much opportunity there to Lift that off of the office manager. That department and then get paid for three codes instead of one code, which they deserve. It's not like you're trying to find things that aren't happening. This is just real things that like you say, slipped through the cracks. And I love dental detective.
Mm-hmm. Because that says exactly what you're doing. So you started your own business because people kept asking you for help. And You're very young to have started your own business. And that's why happy and proud that you came to do, because as a young woman working remotely starting her business you have a tribe of women that were all doing the same thing and locking arms here.
what advice would you give for somebody that wants to start their own business and again why did you go out on your own?
Shelbey: I went out on my own because that there was a need that I saw needed to be met. I. Number one. Number two is I was passionate about it. And really a big piece of advice is just staying true to your vision, right? And do something that you really care about, Yes, of course Making money matters, but that's not the primary focus. My mission. it's just so ingrained in who I am and it's just something I believe so strongly about.
And so that's what keeps me going because it is, it's hard. Owning your own business is hard, but I wake up and I love what I get to do. I love that I get to be such a. positive impact in patients' lives and in dental offices, I love being that person that they call, I love being the problem solver.
And that's what you need to do. You have to stay committed to your vision and do something that you really care about, and then the rest will fall into place, I believe.
Anne: Yeah, that's principle number nine. By the way, start and don't stop.
Shelbey: Mm.
Anne: Dos don't retire. So you'll be passionate about this for the rest of your life and It'll grow into different pathways for you as you continue to grow in your role. I think that is just super. Cool that you leapt out, if you will, on your own and building your clientele through. And also now you've opened up networking and you've got a business coach.
So those are things I think that you realize are important for you as you grow and build your client base and your business.
Shelbey: Yeah. My passion was first. So that's what got me out the door. Yeah. And so now it's time for some little backups and structuring.
And it really is just like a dental office needs structuring. Right? Doc can be the best doctor, the best provider in the world, but like you said, finances. that's gonna make or break that relationship with that patient. It really is. You can give them five star service, but if something goes wrong with that bill, we have to have the tools in place to be able to articulate, in a certain way so that patients feel safe and they feel heard.
And it's just so important and I'm so happy to be able to be a tool to help offices. Implement these things in their practice.
Anne: Yeah. To me it's like an absolute no brainer, especially in this day and age. 'cause everybody, well the stock market, blew up last week and everybody's kinda holding on to their cash, their money.
So they need somebody you know, you communicate so well, and it just keeps the doctor out of it and the office manager out of it. And then again, if you can explain it so sweetly that the patient owns it.
Shelbey: Yes.
Anne: That's such a gift. And then they can keep that great relationship going with the office and you are actually building another great relationship with them On the financial side, where do you see the future of patient advocacy and again, in dentistry and the role that you hope to play in that?
Shelbey: Yeah, that's a great question. Long-term goal. so we just are in the process of going through a name change. So National Dental Advocacy Program is the new name. And so what does that mean? So, Number one, I am of service to patients virtually nationwide, I help patients with their billing questions and a lot of it is.
Helping patients understand, again, we're not pointing fingers, it's just a matter of understanding. And so the goal is that the Patient advocate program, the National Dental Advocacy Program, can really be this bridge between the worlds, and also long-term goal is. We have this program where we're also able to influence dental practices, This is how patient advocacy is, If they need training for their office on patient advocacy, This is the method of it, And really just being also a tool for offices, You have these solo practitioners that might not have the staff, and.
Okay, let me call the Patient Advocate program. Let me call National Dental Advocacy and this patient and I want to be a trusted resource for patients, but also for doctors. We're really this unbiased source that we just are truth speakers. At the end of the day, we're truth speakers and we're here, like you said, to own our position.
We are here to own our position and what that looks like in that relationship is so important. You created this. Yeah.
Anne: is this your nonprofit that you're working on? Yep. Oh my gosh. That is just Super cool because I think especially, my age at this point, I see people that are, a little older than me that don't understand anything on that that's another reason why, you know. You have to trust somebody that's gonna tell you about these things. People are getting ripped off every day on both sides of the aisle,
Shelbey: right?
Anne: understanding the rules and the regulations and what is billable and what's not billable, it is a real. Confusing issue right now in the world and it's not gonna get any easier because of the paperwork and
Shelbey: it's only getting more complicated.
And we, and, and I really pride myself on, we're really the first patient advocacy dental in the world. we are the first. And so I really take that very seriously and I played by the book. That's just it. There's no emotions attached to it. This is just the way it is.
Anne: I just love it and I could see quite a few dos that are in that lane that would love to join. Something like that. It's a beautiful way to give back to people that, really don't understand, that really have to count their pennies Yeah. And make decisions and have somebody that's not tied to that.
Shelbey: Money. You said it right there. We're not the insurance company and we're not the practice. We are a completely middleman, unbiased source I love that. It makes me feel so good. I love being able to be a trustworthy resource.
I really do.
Anne: It shows in everything that you say, and I know everything that you do. you've come so highly recommended to our organization and I'm so happy that you're here. We were talking about the retreat. I hope if you're listening, then you can come to the retreat in November.
Remember 13 through 15 in Charlotte, North Carolina where all the, women in dentistry, whether you have your own business or you're an intrapreneur, or whether you're married to a dentist, we don't care what you do in dentistry. If you're a woman in dentistry we would love you to come and join us because we're there to help each other, navigate the waters, navigate the journey that we're all in women.
First and foremost, and we just happen to have a toe dipped in dentistry. Shelbey, how do we get in touch with you? I'm ensure that there are so many men and women right now that are leaders in their practices that are saying, how do we get in touch with Shelbey? We need some help.
Shelbey: Yeah, no, my website I keep it updated on a consistent basis, so that's elite dental services.net.
And I really give a lot of free resources out. I just posted a blog today with a revenue cycle checklist, These are just tangible things that. you don't necessarily need to sign up for my services, hey, at least you have something, And so I recommend even if, you know, you don't necessarily need my services, sign up for my blog it's a free blog.
I post weekly and completely free, really, really good resources that I post on there.
Anne: That's wonderful. We posted one just recently on our Do life yes. Page and in our newsletter. And keep 'em coming because again, I mean, I know 1% of what, you know, Shelbey and when people are so busy, it's hard to keep up with all the rules, regulations what's doable, what's not doable, what's gonna keep you outta jail.
There's so many things that you do and help people. And I love the fact that You're not only helping the practice, but you're really, your main goal is helping the patient to be a patient advocate. You are an advocate for us. I thank you so much for being here today and anybody that's listening today, just remember, the most important thing you can do is to keep doing you, Shelbey, it's so nice to meet you. We'll follow you on Instagram and on LinkedIn and we'll get in touch with you. You just have a great day and everybody take care.
We'll see you the next time. Thanks Shelbey.
