Case Acceptance That Converts: How to Get More Yeses with Sophia Dunkley

Want more patients saying yes to treatment? Start by fixing your team’s case presentation flow.

In this episode of Dental Office Rescue, Linda Kane sits down with trusted dental consultant and national speaker Sophia Dunkley, also known as The Practice Navigator, to unpack what really drives case acceptance—and what’s getting in the way for most dental teams.

With over 27 years in the field, Sophia is an expert in treatment plan communication, implant and cosmetic case sales, and team-based patient engagement. She shares clear, real-world strategies to help practices increase revenue, boost patient trust, and build a consistent case acceptance system that doesn’t rely on guesswork—or one superstar employee.

“Case acceptance is the nucleus of the dental office—but most teams aren’t trained to present value in a way patients understand.” – Sophia Dunkley

How to Stop Losing Case Acceptance at the Front Desk

If the patient reaches the front without a clear “yes,” you’re already behind.

Sophia breaks down why case acceptance should begin in the chair—with strong clinical communication, visuals, and verbal anchors that tie treatment back to the patient’s personal goals. In this episode, you’ll learn:

• Why clinical-to-front handoffs are often the missing link
• How to frame treatment value around quality of life, not procedures
• The exact moment when urgency is either created—or lost
• Why patients don’t accept treatment (hint: it’s not always money)

“Gone are the days of printing the treatment plan, handing over a pamphlet, and hoping they call back.” – Linda Kane

The 5 Objections Blocking Your Case Acceptance

Sophia shares the five most common (and often unspoken) objections that prevent patients from saying yes:

1. Trust
2. Fear
3. Time
4. Cost
5. Like-ability

And more importantly—she shows how your team can uncover and overcome them before they derail the conversation.

She also breaks down:

• The role of treatment coordinators in closing cases, not just quoting fees
• Why team members in scrubs shouldn’t talk money
• How to create aligned systems between assistants, doctors, and front office

Why Fixing Case Acceptance Improves More Than Revenue

This episode isn’t just about numbers. It’s about creating consistency, connection, and confidence—both for your patients and your team.

When your case acceptance process is clear, aligned, and trust-building:

• Patients feel empowered, not sold to
• Teams know their role and stop making assumptions
• Doctors get support, not burnout
• Revenue grows—without chaos

“You can’t expect your team to sell treatment if they’re burned out or guessing what to say.” – Linda Kane

Want to Improve Case Acceptance in Your Practice? Start Here.

Free Resource from Sophia Dunkley:
Download her Verbal Skills + Empowering Questions Guide and book a complimentary Treatment Coordinator Strategy Talk at thepracticenavigator.com

Connect with Sophia on LinkedIn:
LinkedIn – Sophia Dunkley

Need help with insurance, systems, or burnout-proofing your billing team?
Linda Kane and her team at Zeroed-In Dental Solutions can help. Book a call or grab a free copy of Dental Office Rescue at rescuemydentaloffice.com