In dentistry, “DSO” can be a loaded term. For some, it represents structure, speed, and scalability. For others, it brings to mind quotas, burnout, and feeling like a number. However, one truth remains that not all DSOs are the same, and the differences often come down to culture, growth, and mindset.

With eleven years of experience in dentistry and seven years at Operation Dental, Vanessa’s career, spanning call centers, DSOs, and private practice, has given her a clear perspective on what makes a dental organization truly sustainable. Vanessa entered the field not for a job title, but because she sought meaning in her work.

“I always wanted to be in a field where I could help people,” Vanessa shared.

That desire became the foundation of Vanessa’s career path, even when her earliest roles didn’t fully reflect the patient-focused care she envisioned. She began her dental career in a dental call center supporting multiple DSOs, where she built skills in patient communication, overflow call handling, and insurance verification, sparking her long-term interest in dentistry.

From there, Vanessa joined a large DSO, where her dental knowledge expanded significantly. It was a fast-paced environment where she gained experience in claims submission, scheduling systems, administrative operations, and supporting a high-volume patient base. The intensity of the experience helped her develop strengths in organization, efficiency, problem-solving under pressure, and patience in difficult patient situations.

Vanessa was trusted to train new hires, relied upon to keep systems moving, and supported team success. Yet despite her contributions, she often felt unseen.

“Even though I excelled and trained others, I was never compensated for my skills or valued for what I brought to the company,” she said.

Over time, the culture became increasingly challenging and complex. The expectations placed on employees were not only demanding but often unattainable. The pressure of quotas, inconsistent teamwork and communication, and high turnover made it difficult to feel proud of the work or feel like a human being.

A new chapter opened up for Vanessa’s career when she transitioned into private practice at Conway Oaks Dental, joining the team as a front desk receptionist. The environment was different, more personal, more connected, and more relationship-driven, but shortly after she started, everything changed.

Just six months into her role, the practice was unexpectedly acquired by Operation Dental. The previous owner did not communicate the transition in advance, leaving the team surprised and Vanessa uncertain about her future as the newest employee.

“I was skeptical… I wasn’t sure if they were bringing in their own team and letting me go,” said Vanessa.

Vanessa’s uncertainty changed after meeting Matt, Operation Dental’s COO and co-founder, who took the time to share the company’s vision and growth opportunities. For the first time, she felt supported by leadership that truly invested in people, where opportunity was tied to effort, and a culture that valued long-term commitment.

Within six months of the acquisition, she was promoted to Office Manager, and within a year, she advanced into her current role as a Regional Manager.

Now, she has served in regional leadership for five years, supporting teams, strengthening operations, and driving expansion. That kind of growth doesn’t happen without trust, which Vanessa experienced early.

“Even though I wasn’t in management yet, leadership valued my input and allowed me to make decisions on their behalf,” said Vanessa.

Operation Dental was still early in its growth stage when it acquired Conway Oaks Dental as its fourth practice. The transition became even more complex when a neighboring practice was acquired and merged into the office, further complicating an already challenging transition. While combining teams, systems, and workflows, consistent leadership support, and steady problem-solving enabled the practice to grow stronger.

Vanessa has experienced both ends of the spectrum, but she describes Operation Dental as a blend of the best parts of both worlds. Operation Dental has the structure and resources of a DSO with the personal connection and care of a private practice.

“They focus on the people and value them. I genuinely feel valued as a person, not just as an employee,” said Vanessa.

Her experience reminds dental professionals to look beyond the DSO label. Instead of asking if it’s a DSO or a private practice, ask about culture, communication, growth opportunities, and how teams and patients are prioritized because a DSO can either feel like a machine or like a partnership.

“Culture truly starts with leadership and how people are treated day to day,” said Vanessa. “I’ve had the opportunity to actively contribute to Operation Dental’s growth through my role, and that is something I’m truly proud of.”

Vanessa’s experience proves what many dental professionals hope is true: A DSO can deliver structure and stability without sacrificing humanity. When a DSO is intentional about culture, invests in its people, and provides real opportunities for growth, it can offer support, stability, professional development, strong operational systems, and a genuine sense of belonging.

Operation Dental, in Vanessa’s words, embodies a “people before profits” mindset, and that’s what makes all the difference.