Outsource Your Front Desk (the Right Way) w/ JW Oliver

The Orthopreneurs Podcast with Dr. Glenn Krieger

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10d ago 41:53

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What if I told you your front desk could be replaced—by someone halfway around the world, who does it better, faster, and never calls in sick?

That’s not just a bold claim. It’s the new normal for hundreds of practices working with JW Oliver and his global team at ZimWorx and SupportDDS. In this episode, JW returns to the podcast to share the real story behind building a team of 1,600+ remote professionals serving over 3,000 dental offices—while giving 51% of company profits to global ministries.

But this isn’t just a tech or outsourcing episode. We dig into the ethical side of virtual assistants, how most U.S. doctors are underestimating what patients will accept, and why your labor challenges aren’t going away unless you embrace smarter systems. And yes, we geek out about luxury watches and Rolex being a nonprofit (you’ll love that part).

QUOTES

“There's always a cheaper way—but that doesn't mean it's a better way. The question is: how are your virtual assistants really being treated?”
— JW Oliver

“If I had to build my practice from scratch today, it’d be under 1,000 square feet—with almost everything outsourced but direct patient care.”
— Dr. Glenn Krieger

Key Takeaways

Intro (00:00)
JW’s unexpected path from marriage retreat to founding SupportDDS (01:26)
How he grew from 9 employees to 1,600+ and 3,000 dental offices served (02:10)
The #1 task you should be outsourcing today (03:42)
The virtual front desk: how iPads and remote teams are changing ortho (05:19)
Why patients are more open than you think (06:17)
Hidden costs of U.S. labor vs. remote talent (07:44)
The danger of missed calls and burnout at the front desk (09:35)
The “ethical trap” in outsourcing: how some VAs only earn $2/hour (15:46)
Why ZimWorx invests in coffee bars, counseling, and team wellness (18:49)
Rolex is a nonprofit?! Plus why horology is more than just status (24:56)
The craftsmanship and legacy of high-end timepieces (28:45)
Side hustles, giving back, and why JW is always chasing passion (34:49)

Additional Resources

I’ve said it before and I’ll say it again—if your front desk is dropping 20% of your new patient calls, you’re literally leaving money on the table.

JW and his team don’t just fill roles. They specialize in making your practice run smoother, leaner, and more profitably.

👉 Take 20 minutes. Book a discovery call at SupportDDS.com or ZimWorx.com. No pressure—just possibilities.

OP SUMMIT IS THIS WEEK!: opSummit2025.com

- For more information, visit: https://orthopreneurs.com/

- Join our FREE Facebook group here: https://www.facebook.com/groups/OrthoPreneurs

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