Operating a multi-location dental practice in Ohio presents a unique set of challenges, especially when it comes to managing patient calls. With numerous Dental Service Organizations (DSOs) running dozens of offices across the state, the volume of inbound calls can easily overwhelm a traditional front desk, leading to missed opportunities and frustrated patients. 

The core issue is called overflow: a single receptionist can only handle one call at a time, while modern practices receive 50-100 (figure varies, volumes surge at open/lunch/close) calls per day. For DSOs, this problem is multiplied across their entire network. This is where an AI receptionist for dentists becomes a critical asset, providing 24/7 call answering and intelligent routing to ensure every patient is connected to the right location instantly.

Key Takeaways

• DSOs dominate Ohio's dental landscape: Major organizations like Heartland Dental, Aspen Dental, North American Dental Group, Smile Brands, and DentalOne Partners operate hundreds of offices across the state.
• Call overflow costs DSOs significant revenue: A single overwhelmed receptionist can't handle peak call volumes, leading to missed appointments and frustrated patients. Practices can lose substantial revenue due to missed calls and scheduling inefficiencies.
• Patients won't wait: A large share of patients who cannot reach a dental office by phone on their first attempt will call a competing practice, making efficient call handling a competitive necessity.
• 24/7 coverage captures after-hours opportunities: An AI receptionist answers calls nights, weekends, and holidays, converting missed opportunities into booked appointments when human staff is unavailable.
• Data-driven optimization: Call tracking and analytics across all locations help DSO administrators identify bottlenecks, optimize staffing, and maximize revenue across their entire network.

1. Heartland Dental

Heartland Dental is one of the largest DSOs in the United States, supporting over 1,800 dental practices across 39 states. In Ohio, they have a strong footprint in major metropolitan areas like Columbus, Cincinnati, Cleveland, and Dayton.

Services Marketed:

• General and preventive dentistry
• Cosmetic dentistry (including teeth whitening and veneers)
• Restorative services (fillings, crowns, bridges)
• Emergency dental care
• Periodontal (gum) care
• Oral surgery

Heartland’s model is built on providing comprehensive, family-friendly care with a focus on convenience and insurance acceptance.

2. Aspen Dental

Aspen Dental operates over 1,100 branded practices nationwide, known for their focus on making dental care accessible and affordable, particularly for patients needing dentures or implants. They have numerous locations throughout Ohio’s urban and suburban markets.

Services Marketed:

• General dentistry and preventive care
• Dentures and partials (a major specialty)
• Dental implants
• Tooth extractions
• Emergency dental services
• Root canals and crowns
• Teeth whitening

Aspen heavily markets flexible payment plans and accepts most insurance plans, positioning itself as a solution for patients with complex or urgent dental needs.

3. Western Dental & Orthodontics

While traditionally a Western U.S. brand, Western Dental has expanded its operations and maintains select integrated general dentistry and orthodontic locations in Ohio. Their key differentiator is offering both services under one roof.

Services Marketed:

• General dentistry for all ages
• Orthodontics (traditional braces and clear aligners)
• Oral surgery
• Endodontics (root canals)
• Periodontics (gum disease treatment)
• Pediatric dentistry
• Emergency dental care

This integrated model appeals to families who want to manage all their dental needs in a single location.

4. Smile Brands

Smile Brands is one of the largest DSOs in the country, supporting over 400 practices across various states. In Ohio, they typically work with affiliated practices that retain their local brand identity while benefiting from Smile Brands' centralized operational, marketing, and technology support.

Services Marketed:

• Comprehensive general dentistry
• Cosmetic and restorative procedures
• Orthodontics
• Oral surgery and endodontics
• Periodontics and prosthodontics
• Pediatric dentistry
• Emergency care

Their strategy focuses on preserving the local practice feel while providing the efficiency and resources of a large organization.

5. Benevis (formerly Kool Smiles)

Benevis is a major player in serving Medicaid and CHIP-eligible patients, operating a large network of practices focused on communities with limited access to dental care. They have a significant presence throughout Ohio.

Services Marketed:

• Pediatric dentistry (a core specialty)
• Family dentistry
• Preventive care (cleanings, exams, sealants)
• Restorative services (fillings, crowns)
• Emergency dental treatment
• Focused on Medicaid and state-funded programs

Their mission is centered on improving access to care for vulnerable populations.

6. Mortenson Dental Partners

Mortenson Dental Partners is a regional DSO with a strong presence in the Midwest, including Ohio. They support multi-specialty dental practices, emphasizing the preservation of individual practice culture while providing robust operational support.

Services Marketed:

• General dentistry
• Orthodontics
• Oral surgery and endodontics
• Periodontics and prosthodontics
• Pediatric dentistry
• Cosmetic dentistry

Their regional focus allows for a more tailored support model for their affiliated practices.

Call Overflow Challenges for Multi-Site DSOs: The Cost of a Missed Call

For a DSO operating a network of 10, 20, or even 50+ offices, the phone system is a critical but often fragile point of failure. The primary challenge is call overflow. During peak hours—typically Monday mornings and lunch hours—call volume can spike dramatically. A single overwhelmed receptionist at one location cannot possibly handle a surge of calls, and there’s often no efficient way to redirect that overflow to other locations with available staff.

This leads to a cascade of negative outcomes:

• Missed Calls: Practices can lose 20-30% of potential clients simply because the phone wasn’t answered.
• Patient Frustration: Callers face long hold times or are sent to voicemail, creating a poor first impression.
• Lost Revenue: The financial impact is substantial, with dental practices losing an estimated $150,000-$300,000 annually per location due to missed calls and scheduling inefficiencies.
• Competitive Disadvantage: A staggering 85% of patients who cannot reach a dental office by phone on their first attempt will call a competing practice. In a market as competitive as Ohio’s, this is a direct path to losing new patients.

The problem is compounded by the fact that 67% of patients prefer to book appointments online, making an efficient, always-on phone system not just a convenience but a growth engine.

How Arini.ai Intelligently Routes Calls to the Correct Location Automatically

Arini.ai’s platform is built from the ground up to solve the exact problems faced by multi-location DSOs in Ohio and beyond. It functions as a 24/7 AI receptionist that never sleeps, never takes a break, and can handle an unlimited number of simultaneous calls.

The key to its effectiveness is intelligent call routing. Here’s how it works:

1. Understanding Patient Intent: Using advanced natural language processing, Arini’s AI engages in a natural conversation with the caller to understand their needs. It can discern whether they are a new or returning patient, what type of service they need (e.g., a cleaning, an emergency, a quote for braces), and their insurance provider.
2. Determining the Correct Location: The AI then uses multiple data points to route the patient to the optimal office. This includes:
   
   • The patient’s ZIP code or address for geographic proximity.
   • The specific service requested (e.g., if only one location in the network offers a particular specialty).
   • Real-time insurance network participation by location.
   • Current appointment availability across the entire DSO network.
3. Seamless Booking: Once the best location is identified, Arini’s Call Answering & Scheduling Module takes over. It accesses the practice’s real-time schedule through a secure, HIPAA-compliant integration with their PMS (like OpenDental, Dentrix, EagleSoft, or Denticon) and books the appointment directly into the correct provider’s calendar.

This entire process eliminates the friction of phone trees, hold times, and the risk of a human receptionist sending a patient to the wrong office.

Integration with Dental Practice Management Software

The magic of Arini’s system is its deep integration with the practice’s existing workflow. Appointments booked by the AI appear instantly in the staff’s PMS dashboard, just as if a human had booked them. This seamless PMS integration ensures there is no double-booking, no data entry errors, and no disruption to the practice’s daily operations.

24/7 Call Coverage for DSOs: Capturing Every Opportunity

One of the most significant advantages of an AI receptionist is its constant availability. For DSOs, this means capturing leads and booking appointments during critical off-hours:

• After-Hours: New patients calling at 8 PM can instantly book a next-day appointment.
• Weekends: A patient with a weekend dental emergency can get on the schedule for Monday morning.
• Holidays: The practice never goes dark; calls are always answered.

This 24/7 coverage directly converts missed calls into booked appointments, ensuring that no potential patient or revenue is lost simply because the office is closed. It also drastically reduces front-desk workload during business hours by handling a large portion of routine scheduling calls.

Call Tracking and Analytics for Multi-Location Dental Groups

For a DSO, data is power. Arini’s Analytics & Notifications Module provides a clear, centralized view of phone performance across the entire network. DSO administrators can track:

• Call volume by location and time of day.
• The percentage of calls answered vs. missed.
• The number of new and returning patient appointments booked.
• The direct revenue impact of those booked appointments (e.g., production value).

This level of call tracking software provides actionable insights. For example, if one location consistently has a high missed-call rate during lunch, the DSO can adjust staffing or routing rules. This data-driven approach is essential for optimizing operations and maximizing growth across a large portfolio of practices.

Case Study: How a Multi-Location DSO Increased Revenue with Arini

The results from implementing Arini’s intelligent routing are not theoretical. In a real-world example, Unified Dental Care, a multi-location group, saw transformative results after deployment. They achieved a $100K+ per month revenue uplift and a 24% profit increase. This was driven by a dramatic reduction in missed calls, automated scheduling that freed up staff for higher-value tasks, and an overall improvement in patient satisfaction due to the seamless, always-on phone experience. The system’s ability to correctly route patients to the right location every time was a cornerstone of this success.

Ohio Dental Board and Licensing: A Note on Compliance

All dentists practicing in Ohio, whether in a private office or a DSO-affiliated practice, must be licensed by the Ohio State Dental Board. Patients can verify a dentist’s license and credentials through the Board’s public records search. For DSOs, ensuring that all affiliated dentists across their Ohio locations maintain current licensure and meet continuing education requirements is a key part of their administrative compliance responsibility.

Frequently Asked Questions

Q: What is a DSO in dentistry?

A: A DSO, or Dental Service Organization, is a company that provides non-clinical business and administrative support (like marketing, billing, HR, and IT) to dental practices. This allows dentists to focus on patient care while the DSO handles the operational complexities.

Q: Which DSOs operate in Ohio?

A: Major DSOs with a significant presence in Ohio include Heartland Dental, Aspen Dental, Western Dental & Orthodontics, Smile Brands, Benevis, and Mortenson Dental Partners.

Q: How do I find a Delta Dental dentist in Ohio?

A: You can use the Delta Dental Ohio provider directory on their official website. This tool allows you to search for in-network dentists by location, specialty, and name, and will show which DSO-affiliated practices accept your specific plan.

Q: Why do multi-location dental practices miss so many calls?

A: The primary reason is that human receptionists can only handle one call at a time. During peak call volumes (which can be 30-40% of daily calls), a single front desk becomes overwhelmed, leading to long hold times, abandoned calls, and ultimately, missed appointments and lost revenue.

Q: Can Arini.ai route calls to different office locations automatically?

A: Yes, absolutely. This is a core function of the Arini platform. It uses the caller's location, requested service, insurance, and real-time availability data to intelligently route each call and book the appointment into the correct practice location's schedule automatically.