Don't let the easy training fool you, its not worth it.
Call Center Representative (Former Employee) – East Syracuse, NY – July 15, 2016
Sorry this is about to be long but here's the honest truth. They will hire anyone, you dont get drug tested or background checked or anything because their turnover rate is so high. They bring in a new training class of about 12-15 people almost every 3 weeks. You go through 2 weeks for training. The first week you're meeting everyone on the 3rd floor and having fun, not really learning much. The second week you being to learn what Aspen sells, you listen in on actual phone calls, you learn specific scripting you have to use on every call. 3rd week you go out onto the floors and start to take actual calls while being closely monitored by the team leads. By about your 4th week or so you have to become certified and you do a call test with your trainer to make sure you are handling your calls correctly. Now, once you become certified and put on a specific team. You're on your own. You are taking calls from patients all over the country who are 9/10 times in pain and are yelling at you for 8 hours a day nonstop. It is very high stress. Also management preaches this "bonus" program where you can earn up to 600$ a month.. not true. No one gets the bonus. Your calls are graded. You get points off if you do not follow the exact scripting they gave, although you are constantly told to take the scripting and make it your own. 500 different things go into getting a bonus, it makes it completely impossible.
A huge thing here is Conversion. Everything is about your conversion which is how many calls you convert to appointment vs how many calls you took. If your conversion ismore... under 60% for 3 days you go back into training. It may seem easy to just schedule appointments but the hard part you will learn once you start taking calls is; Aspens Call center only schedules new patient appointments Their first appointment will ONLY consist of a exam, xray, and consultation. Which means they will NOT get treated on the first visit. No one who is in pain wants to make and appointment to come in to get sent home to make another appointment to come back to get treated. Not even emergency appointments get treated on the same day. Thats what messes up your conversion and it all falls back on you. You might spend 20 minutes on one calls finding and emergency appointment, when they realize they will not get treated they immediately change their mind. Since you have to take 5-8 calls a hour, 20 minutes is alot of wasted time to not make the conversion. And somehow that ends up being your fault. You get told in training that youll get constant coaching along the way so you know what to improve on or how to better handle situations; you better hope you get put on a team with a good leader because my leader only spoke to me once and it was through email.. till this day I still dont know what she looks like. If you are hired full-time, you'll most likely be put on nights; make up a reason that you have to stay on days. If you work nights they'll send you home early everyday and you won't make your 40 hours, you'll barely make 30. Especially young people they stick them all on nights and who's calling the dentist at 8pm.. no one. You start off training M-F but don't get used to it, no one gets 2 days off in a row and no one gets Mondays off, the calls are coming in like crazy on Mondays. It'll likely be Sunday and Wednesday or Sunday and Thursday you have off.
I had an issue with a leader where I was having a panic attack so bad I could not breath and you could physically see the effects it was having on my body, I was in the bathroom over the sink throwing up and she came in and told me I needed to get up and get back on the phones because calls are filling up and I'm 2 minutes past my break. Another issue I had was I was asked to work the 4th of July weekend for which I was supposed to earn holiday pay. I never got paid for the 8 hours at all. Till this day they have not given me my money. That was the 4th time my check was short and I had to fight with payroll for weeks just to get my own money. I was one of the younger employees and I feel management and the team leads took advantage of that. I guess its a decent place to get some professional experience to put on your resume but not a place I would go out and recommend to anyone.
On a good note, the pay is decent, the people who work there are nice, you'll see the CEO all the time, sometimes they offer free stuff in the break room and you can earn tickets to spin the prize wheel and earn little cheesy stuff from the dollar store but honestly I had to weight my pros and cons and cut my losses because the job wasn't worth it to me.less
Free stuff in the break room occasionally, friendly coworkers
Stressful, no room for advancement, dont properly prepare you
Corporate dentistry is an awful business. From the outside looking in it looks like a great business plan, but the reality is a high pressure sales environment disguised as an Office Manager job. I spent about 10 minutes a day managing. The rest of the day was scheduling people, answering phones and selling dentures.
If you are truly looking for an Administrative Position DO NOT work at Aspen Dental. I gave it a year, but it just got worse as I went on so I started looking elsewhere.
As an aside, the DA's work terrible hours and are paid poorly as are the PSR's. Always understaffed. No wonder there is a 60% turnover rate for this job. Company is young. IF they don't learn to take care of their people, they will be successful, but not a company anyone looks to move to as a career move.
Very stressfu! unprofessional! Bad pay! I have to say this place is something else. Schedules are hectic, They don't care what it takes as long as they reach their month! Patients are always being misinformed by front desk personal. Office managers don't care about anything but their bonuses!! They hire just about anyone!!. if you are not the dentist in this company then you are no one
Customer Service Representative (Former Employee) – Marquette, MI – March 12, 2016
Pros: Clinical staff, dentist, patients
Cons: All about money, upper management, hours
Management is terrible. Aspen likes to hire people with no dental experience and put them in charge of everything. Expect to get moderate amount of overtime every paycheck. I guess that could be a good or bad thing.. Besides the rare occasion you get a full lunch. good luck finding time to have a life outside of work. The clinical staff are awesome. Management and upper management however are all about the money and could care less about the patients and staff actually doing the work. A lot of promises that are never fulfilled. Pay is terrible. Staff overturn is ridiculous. Prepare to have at least one new staff member every couple months and about 80% of patients mad about things not in your control.
The hardworking Clinical staff & dentist, patients
DENTAL ASSISTANT (Former Employee) – Benton Harbor, MI – January 31, 2016
I really enjoyed working at Aspen, but what I didn't like was being bullied by the lead DA. When brought to the attention of the office manager nothing was done. When I kept bringing up to the office manager I was told that I was not a team player. The lead DA there is a bully and if you don't do as she likes then she makes your life there heck. If I was scheduled to work 8-5, I would get a 10 minute lunch and work until 6 or 7, but all other DA's would get a full lunch and got to leave on time. Each Aspen is privately owned by a dentist and the dentist that owns Benton Harbor Aspen didn't even ask me for my side of the story. Poor management and leadership.
Patient Service Representative (PSR) (Former Employee) – Queensbury, NY – February 17, 2016
When I started great place to work. Great Co-Workers and learned from everyone there. Management wasn't helpful in the end of my employment there. Most enjoyable part of the job was my Co-workers in the beginning, and I loved the patients. Talking with them and enjoying their stories. Love office work setting.
First of all, the Dickson Tn office was one of the worst places I have ever worked. The attitude of the office manager and current PSR was a daily battle of who could demean or ridicule the staff the most. They also enjoyed making fun of the current dentist and his wife. When this behavior was mentioned to the regional manager, I was told that he felt I could be a solution to the problem. My take on the situation is that since the Dickson office is the largest revenue generators in the region, this behavior has not been corrected. In fact, I trained at other Aspen offices in the region, and any employee who had worked with or in Dickson stated they would never work that manager or PSR again. My advice is to stay as far away from the Aspen dental office as possible, particularly if you value respect and mature behavior.
Scheduling Center Representative (Former Employee) – Syracuse, NY – July 23, 2016
I was employed in the corporate office for almost a year. Working in the scheduling center is horrible because of so many reasons. You get only two 10 minute breaks and one 30 minute one. You will be on the phone non stop making appts and fighting with people trying to get them to schedule appts so you can keep your percentages up. This job is a complete sales job and they expect you to meet unrealistic expectations with their sales quotas or you get fired. You will be constantly "coached" on changes you need to make to sell more appts for them. The job is beyond stressful and I have never felt more relieved since leaving.
The pay is $11.15/hr
No job security, tons of sales pressure, employees are expendable
Operations Manager (Current Employee) – South – May 21, 2016
If you are trying to get your foot in the door to dental or practice management then this might be a good fit. However, the support and culture is poor at best. They preach "bleeding blue" but fail miserably when it comes to supporting that culture. The left hand does not talk to the right and much is lost along the way. Trying to take vacations or a day off are like trying to get something passed in congress. Work with a doctor who doesn't want to work? Good luck. Ask for help with how to push? Good luck. The company that preaches "do what's right for the patient" pushes it to the side for the sake of profits and maintaining company growth projections.
Long work hours, expensive, poor healthcare benefits, denied vacation requests
Productive and busy workplace with excellent benefits.
Assistant (Current Employee) – Cincinnati, OH – March 23, 2016
I work in a very productive and busy office. There was always something to do if you had downtime and I was constantly learning new things everyday. I loved working with people and it made my day knowing I helped someone. The health benefits were very good.
Management is terrible. Aspen likes to hire people with no dental experience and put them in charge of everything. Expect to get at least 20 hrs overtime every paycheck. I guess that could be a good or bad thing.. Besides the rare occasion you get a full lunch. good luck finding time to have a life outside of work. The clinical staff are awesome. Management and upper management however are all about the money and could care less about the patients and staff actually doing the work. A lot of promises that are never fulfilled. Pay is terrible. Staff overturn is ridiculous. Prepare to have at least one new staff member every couple months and about 80% of patients mad about things not in your control.
I was an office manager with aspen dental of 9 months. I worked over 50 hours a week and had no work/life balance. This job has extremely high turn over rate due to upper management lack of respect and appreciation for the employees of the company. Since being employed with the company I have had 3 three regional manager in 1 1/2 years. They are more forced on the bottom dollar and there metrics then treating the employees and patients with respect. I would highly reconsider this company unless you want to be over worked and under payed.
Patient Service Representative (Former Employee) – Vero Beach, FL – February 16, 2016
Awesome Coworkers, Management turn over rate is insane, so communication and organization of office is outrageous. Constant illegal treatment plans being rendered in the Vero Beach location. Corporate company, they do not care about the patients only what type of insurance you have so they can tell EVERY patient you need a $2,000 crown or root canal.
Unappreciated Underpaid had to go to foodbank to feed kids even though I worked 40 hrs/wk Work through lunch Stay late Stressed staff Selfish upper mgmt No christmas party ba hum bug Did I say unappreciated Mgmt herd patients like cattle Dental assistants blamed for everything bad even though it is clearly the incompetent docs Unappreciated Make you feel inferior Overworked staff Did I say underpaid? Unappreciated not even a simple thank you with a holiday party. Docs couldn't even put a holiday party together for staff...Gross Thank god we live in america and aren't forced to work or be a patient here
Great Lab Techs and DA's
Waking up and having to be a part of that...peace!
Dental Assistance Extern (Former Employee) – Yakima, WA – June 14, 2016
Aspen Dental gave me the opportunity to gain experience in dentistry during my internship while finishing up Charter College. I got to experience a lot of challenging duties which really helped me grow in my career field. Wonderful co-workers and learned from everyone there. Management was very helpful and got to work with some of the amazing patients, love talking to them and enjoy hearing their stories.
Great balance work and home, opportunity for advancement, helping people
Patient Service Representative (Former Employee) – Concord, NH – November 30, 2015
Team meetings learned insurance look up and great customer service. Answering phones in a timely manner. Management was good lots of changes due to moving to a new location. Working with co workers at aspen dental was amazing everyone was nice and when I asked questions they were there to answer them. I must say that the hardest part of this job for me was that I am dyslexic, So with that my spelling was sometimes off and labeling charts were backwards of in a different order. The most enjoyable part of my job was the coworkers and patients that came in.
Dental Assistant (Former Employee) – Batavia, NY – June 22, 2016
I've learned that not all the jobs you go into are fun, but the people (coworkers, the management, and the patients) are the best part. So many different life stories can be all around you and not notice them normally. But when you see the stories connect in that one place. The most enjoyable part of the job is when you see patients smile at the end of their appointment, but that is also the hardest part of the job as well. But I loved every minute of it!!!!!
Patient Service Representative (Former Employee) – Port Richey, FL – May 9, 2016
The training is very minimal. Cross training is possible if you're a go getter and just start learning. Management is unprofessional and treats employees like their "workers" no respect. I honestly dealt with only 2 doctors and 1 hygienist who cared. The DA's are all awesome and helpful but good luck with the doctor and manager and regional manager alike. Unfortunately I worked for three different regions in the Central Florida are so I speak for them as a whole.
Lab Tech (Former Employee) – Hyannis, MA – April 17, 2016
Aspen has added to the workload that it is impossible to maintain any quality or keep up with. No support from management. They continue to add duties but not increase pay or benefits. Some of the worst benefits in the industry. Management has no business or management training. Very poor people skills and complete lack of employee support. Aspen has an enormous attrition rate.
Nobody knows what they are doing so skills and training are not required.