Lightwave’s Director of Clinical Support Discusses Leadership Development and Fostering Community Among Group Practices
Sandi Synstad, Director of Clinical Support, recently was interviewed by DSOPro. Check out some of the interview below!
After practicing dental hygiene for 32 years, Sandi Synstad became Lightwave Dental’s Director of Clinical Support to foster community within the organization, leadership training, and vendor relationships.
DSOPro: How did you become interested in dental? What is your background?
I’m very task driven, and I thought dental hygiene seemed like it would be an amazing career. So right out of high school I went into a dental hygiene program. I absolutely loved it and found the office of my dreams in Northern Virginia, Smiles for Centerville, at 21 years old and stayed there for almost 32 years. I would probably still be there if they hadn’t partnered with Lightwave Dental in 2016.
When that happened, I thought, “We have partnered with corporate dentistry.” I was a little bit unnerved by that, but then learned by working with Lightwave as a clinical hygienist that what they had told me was correct: my clinical care did not change. My doctors and I had full clinical autonomy in what we did within our practice and the patient care we delivered. All that changed was insurance negotiations and HR type work.
I would probably still be in that office seeing patients, but my daughter was expecting a baby who would have a lot of health problems, and I realized that working chairside wouldn’t allow me to give her all the help she needed. So, I reached out to Justin Jory, our CEO of Lightwave Dental, and asked if he had a spot for me on the management team. In 2018, I stepped away from practice and went to work for Lightwave Dental, and that was the hardest thing I’d ever done in my life. I left my patients, my work family, everything I’d ever known. I mean, I went from being a newlywed in that office to two of my five grandchildren being born during the span I worked there. It was a long time. I went to see a life coach because I thought my patients would not make it without me, but he told me, “Instead of influencing this small group of people in your office, you’ll be able to influence a larger group of people and you’ll just have a larger team.” And he was exactly right. Instead of working with 10 hygienists at Smiles for Centerville, I now work with almost 300 hygienists, and it’s been an incredible journey. I absolutely love what I do.
DSOPro: How did that go? What did you need to change to transition from clinical to administration?
When I first started with Lightwave, we had only 12 offices. Now we’ve grown to 89 offices. I went from scaling teeth on a Friday to opening a computer on Monday, and it was challenging. I didn’t know how to use Excel or create a PowerPoint. My kids could not believe I didn’t know how those worked, but I didn’t learn those things in high school. We didn’t even have computers.
So, I had to learn how to look at and process metrics. And learn how to go into a practice as a peer and coach. One of my goals in life is to be a “true servant leader.” To have them see me as someone who can really help them, not someone who’s telling them what to do.
I start by sharing a little bit about me, then learn a little bit about them, and then say, “What can I do to help you? That’s what I’m here for, to help you be better clinicians and give you the tools you need.” And so far, it’s gone really well. I feel like I have a great relationship with our hygienists and doctors, and I’m very proud of that.
DSOPro: What does your role as Director of Clinical Support entail?
When I first started, I was the Hygiene Coach. In 2022, I was promoted to the Director of Clinical Support. So, anything that Lightwave does clinically, I have my hands on. I produce a clinical newsletter once a month for all our clinical teams that contains continuing education (CEs), OSHA updates, interesting articles, and welcomes new providers. It covers great information on new products and announcements, anything that’s new that I think would be interesting to know.
I create a Monday Update every week for our hygiene team that goes out at 9:00 a.m. each Monday. That is very specific to our hygienists and talks about our metrics and our CEs. It also lists my schedule, so they know where I’ll be visiting.
I also work with our doctors and the Chief Dental Officer (CDO), Dr. Clifton Cameron. We devise our educational pathways for the year. This year we have pathways on implants, endodontics, restorative dentistry, Invisalign, and leadership. I assist our doctors with securing spots in the academies, and make sure their travel is taken care of, etc. I usually attend these meetings as the face of Lightwave, and to say, “We appreciate you being here.” They are private courses, and it’s super fun to be involved in coaching our dentists to be better providers and deliver better care.
I also help oversee compliance and ensure our offices remain compliant. And I work on some procurement, helping our finance team decide on what we’re purchasing and making sure we get the best prices if we’re looking for a new Cavitron or a new Midmark autoclave. It’s a fun job.
DSOPro: What do you like doing the most in your role?
My passion is hygiene coaching. I love interacting and visiting with our hygienists and learning how I can better support them.
I worked for an amazing practice that provided me with so much incredible training for over 30 years. I utilize all that training and my experience to help our teams.