Why CK Dental Switched to Wisdom

CK Dental came to Wisdom after initially working with another billing company, where they found out that not all partners are the same. Here’s how Wisdom was able to update and improve CK Dental’s entire insurance process.

Results with Wisdom:

• ~300 clean claims submitted per month
• $70K–$100K posted monthly
• Collection rate consistently over 100%
• Insurance A/R over 90 days at ~5%

The Problem: “Things Were Just Okay” 

”Before Wisdom, we were working with a different company that was...just okay,” Office Manager Katie Thorpe explains.

On the surface, work was getting done and claims were going out. However, a lack of communication and transparency slowly made her worry that behind the scenes, there was no clear system to track what had happened or what needed to happen next.

“It felt like they were just sending off the claims without anyone knowing if it needed to be followed up on. We wouldn’t necessarily know if a claim got denied. So it wasn’t so great as far as communication and efficiency goes,” Katie shares.

Without structure or documentation, even routine tasks became time-consuming. The front office often had to track down answers manually which added extra time and stress to the practice.

“When we had questions about claims, things weren’t documented or well communicated so I never really knew who had worked on it. I never received notifications when things were done, so I wasn’t able to properly communicate with our patients.”

At that point, it became clear: Not all outsourcing companies are created equal. While their old company may have had great expertise -- what they really needed was a system they could actually see, trust, and rely on as if it were part of their in-office team.

And that’s what ultimately led them to switch to Wisdom.

Why They Switched to Wisdom

Once CK Dental identified the gap, the decision became clearer: they didn’t need another billing company, they needed a better system.

They were introduced to Wisdom through a colleague, but after their previous experience, expectations were low.

“We didn’t know much about Wisdom and thought it would just be another claim submission company,” Katie explains. “We didn’t have high expectations because our outsourcing journey didn’t start off great, but Wisdom took us to the next level.”

From the very beginning, however, the difference was palpable.

“When we switched over to Wisdom, it was immediate. We have templates for everything, a shared Google log with all the information, and constant communication. So far it’s been fantastic. Zero complaints.”

Instead of scattered notes and unclear ownership, everything was structured and transparent. Every claim had a history, every action had context, and every update was accessible when the team needed it.

“Right off the bat we had amazing templates with a communication board and log. We’ve got all the info, what was worked on, and the reference number for the call. I can give that to the patient, and they have everything they need. They can call insurance, get their money, and that’s it. It’s super easy,” says Katie.

For the first time, the front office didn’t need to chase information – they had it readily available in a predictable place.  

What Wisdom Does Differently

1. Structure You Can See and Trust

Before Wisdom, work was happening, but it wasn’t always visible. With Wisdom, every claim is documented, organized, and easy to track. The team no longer has to guess what’s been done or what comes next.

2. Communication That Actually Supports the Front Desk

With a clear system in place, communication became fast, reliable, and actionable.

“I now have some of the best communication I’ve ever had with someone I’ve never met in person,” Katie says. “If I ask about a claim, Sarah gets back to me within 12 hours, sometimes less. I’m able to provide that information to the patient — it’s prompt and timely. Everything runs really smoothly over here.”

Instead of waiting or guessing, the team can respond to patients quickly and confidently with real answers.

Behind the scenes, that communication is consistent and structured.

“Our communication is through a shared log on Google Drive, and we have a monthly call where we go over more complex claims. Sarah is great at keeping track of things and updating me on cases she’s been working on for months,” Katie adds.

3. Claims That Are Managed (Not Just Submitted)

With Wisdom, claims are actively worked.

“If a patient calls and says their crown got denied and insurance needs an X-ray, I let Sarah know right away,” Katie explains. “She sends it over, reviews the doctor’s notes, adds a narrative, and really fights for the appeal.”

That level of follow-through leads to real results.

“A couple weeks after such an incident, the patient called and thanked us for helping her get two grand back. It’s instances like that that make me really happy.”

Even complex, long-standing issues are addressed.

“We had a claim that was pre-authorized three years ago… it was denied, and we appealed it multiple times,” Katie explains. “Sarah found the original pre-authorization from three years ago and suggested we try it. After all that time, insurance finally paid. That was amazing!”

4. A Partner That Feels Like Part of the Team

Wisdom works alongside your practice like a member of your team. 

“She works with multiple offices, but you’d never know it. She’s so efficient, it doesn’t feel like she’s overwhelmed at all.”

That consistency builds trust and confidence across the team.

“The patient shouldn’t have to be fighting with insurance. That should be handled by the office. I feel very confident in Sarah that she’s able to help us with those claims and make the patient happy too,” Katie adds.

5. Time Back Where It Matters Most

With a structured system in place, the front office gets valuable time back.

“There’s so much more I can be doing now: filling the schedule, working on aging reports. Getting that time back has been really critical.”

And when issues arise, they’re handled quickly.

“My favorite part is the timeliness. We’re always on a tight schedule, and I don’t have time to sit on hold with insurance. They get things resolved quickly.”

For CK Dental, switching to Wisdom wasn’t just about outsourcing, it was about gaining control over their insurance process.

“Wisdom is the solution to insurance issues—making patients less frustrated and making the office less frustrated,” says Katie. “It’s efficient and beyond my expectations.”

Ready to outsource your billing to Wisdom? Get started here.