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that should give them concern. We probably have a better
knowledge than the dentist of what embezzling behavior
looks like.
Once we mutually decide that an investigation should
happen, the next thing we do is obtain their computer data.
We don’t like to work on the dentists’ computers because
they’re live systems and stuff is constantly changing. Plus,
if we’re connected remotely to a dentist’s computer, there
is a reasonable possibility that the staff member might
realize what we are doing. One thing that we emphasize
to every dentist we deal with is that an investigation has
to be stealthy. The staff cannot know that you are doing an
investigation until the process is complete and you have
an answer. Because if you think there is fraud when there
isn’t and you let the employees know that, you’ve destroyed
the employment bond and rebuilding it will be close to
impossible. On the other hand, if there is embezzlement
going on, you want to spring a trap on the thief as opposed
to the other way around. So stealth is important. What
we do is we get a complete copy of someone’s practice
management software data. So if you’re using Dentrix ®
(Henry Schein; American Fork, Utah), for example, there
is a folder on your server that has all the data. We get it
and bring it into our computer lab, where we analyze it
using our copy of Dentrix and look for patterns that are
consistent with embezzlement.
MD: Once you’ve identified that there might be some embezzlement
going on, do you set the trap at that point? Or do you
have to have another occasion or two to be able to make a
strong case?
DH: No, most of the time at that point we can see what
has gone on. A lot of times we’re helped by third parties.
For example, if we see a situation where there was money
billed to an insurance company but the money didn’t come
to the practice. Then we can go back to the insurance
company and ask where the check went. If it went into the
receptionist’s bank account, then we know.
We also look at login names on the computer and who
is logged into the practice management software. We also
check if someone is coming and going at strange hours and
if there is either an alarm system in the office or if there
is some kind of building log that tracks access. If we can
correlate transactions to a specific person’s access, then we
have them. One message I’ll give your readers is that it is
really important to have individual logins for your practice
management software. Some offices have what I call the
“unicode,” a single code that everybody uses to log in with,
which makes it very tough for us to track who is doing the
dirty stuff.
DH: I highly doubt it will stop anybody from stealing, but
it will make the job of pinning their hide to the wall far
easier afterward. I’ll say the same thing about alarm systems
in the office. I go into a lot of offices where there is one
code that everybody in the office uses, including the office
cleaners that were fired who used to work there three years
ago. It’s important that everybody has their own unique
login code for the alarm system, and that they are changed
periodically. Because it stops employees from scooping up
someone else’s code by watching over their shoulder when
they’re entering it.
MD: That is another great tip. I love your example about the
office cleaners who were fired three years ago. I would present
individual login codes to the staff as a protection measure
against outside theft more than internal theft, but also suggest
that they keep the codes to themselves regardless. That way
people aren’t looking at one another wondering who is stealing
from the office or thinking that is why the practice is going
through all the security trouble.
So if a dentist does think something funny is going on in their
office and they want to give your company a call, what is the
best way for them to contact you?
DH: We have one e-mail address that we refer to as the
“embezzlement hotline.” The e-mail address is emergency@
dentalembezzlement.com. We have an on-duty fraud
investigator 365 days a year, and that e-mail address
is monitored by whoever is on duty. So if you send an
e-mail to that address on a Sunday, you will typically get
a response the same day from an investigator who will
say, “Let’s find a time when you are able to speak freely,
and go from there.” We also have a phone number and
other e-mail addresses, but the absolute best way to get
in touch with us if you have embezzlement concerns is
emergency@dentalembezzlement.com.
MD: Any tips about where they should be sending that e-mail
from, just in case the embezzler is going through their e-mail?
DH: If they’re not sure about their e-mail security, the best
advice I can give your readers is to set up a new Hotmail
or Gmail account and send it from there. Just because we’ll
know that one is secure. CM
For more information, contact David Harris at 888-398-2327 or by visiting
www.dentalembezzlement.com. For immediate concerns about potential dental
fraud being committed in your office, e-mail emergency@dentalembezzlement.com.
MD: Individual logins seem like a good preemptive thing to
have in place, so employees know that anything they do on the
computer is going to be able to be traced back to them.
Interview with David Harris53