Project Context: I built this project to fix a recurring problem I’ve witnessed in dental practices. I did it as freelance work while shifting from clinical dentistry to designing large-scale learning experiences. The practice owners supported my professional development by allowing me to create a pitch deck to get buy-in for new SOPs , change management and weekly meeting rhythms to ease the transition.

We identified receptionist skills to improve, like pulling reports. We coordinated with our head of staff to streamline processes to reduce no-shows and save  . We saw improvement and now include this training for new receptionists.

I designed a four-layer solution: clear process owner, role specific workflow, preventative and recovery process, and a learning module.

My Role: Researcher, Strategist, Instructional Designer, E-Learning Development

Tools Used: Google Docs, Articulate Storyline 360, Lucid, Claude AI

Results:

• Identified an estimated production loss of $39,600 to $52,800 annually from unmanaged no-shows on Monday morning, for 4 scheduled hygienists, each with 6 available appointments.

• Annual production recovery of $24,000 to $32,000 with no additional software, budget and headcount.

• Reduced patient loss by proactively reaching out.

• Front desk staff left confident to initial prevention and handle recovery independently.