Preface vii

Acknowledgments ix

Section 1 Leadership and Success in Communication with Dental Insurance Companies 1

1 Understanding Insurance Companies 3

2 Insurance Negotiations 17

3 Preferred Provider Organization (PPO) Contractual Issues 23

4 Estimation of Benefits Problems 31

5 Appeals Letters 39

6 Leadership to Interface with Your Community 51

Section 2 Leadership, Communications, and Success for Your Practice 57

7 Listening 59

8 Patient Motivation 73

9 Leadership of Personnel 81

10 The Office Policy Manual 99

Section 3 Leadership, Communication, and Success for Your Self 119

11 Understanding Leadership 121

12 Your Self 133

Index 151

The Author

JOSEPH P. GRASKEMPER, DDS, JD, is Clinical Associate Professor at Stony Brook School of Dental Medicine, Stony Brook, NY, USA.