What happens to a patient’s heart when they receive life-altering news alone, staring at a cold computer screen?

In this deeply moving episode, Lesia Tierney—a 20-year leader in dental sleep medicine—shares the moment her world shifted. After decades of helping convert patients, she found herself on the other side of the consult desk, navigating a breast cancer diagnosis. This isn't just a talk about practice management; it’s a masterclass in human-to-human connection.

Jason Tierney and Dr. Erin Elliott join Lesia to peel back the layers and look at the raw vulnerability of the patient experience. They explore how a simple hand-hold, a well-timed joke, or a quiet waiting room isn't just "good business"—it’s an act of love that restores a patient's dignity.

The Heart of the Matter

• The Loneliness of the Portal: Lesia reflects on the "purgatory" of finding out she had cancer via a portal refresh. We discuss why no patient should ever feel alone in their diagnosis, and how to ensure your office is the guide they desperately need.
• The 10-Second Intervention: A story of a nurse, an operating table, and a hand-hold. Learn how ten seconds of authentic presence can pull a patient back from the brink of terror and give them the peace to proceed.
• Humor as a Shield: Why Dr. Liu’s "basic bitch cancer" comment was the most professional thing she could have said. We dive into how laughter lowers the walls of fear and allows a patient to finally exhale.
• The Waiting Room as a Sanctuary: Your front office is the patient's first "safe space." If it’s loud, messy, or sterile, their nervous system shuts down. Learn how to curate a calm soundscape that whispers, "You are safe here."
• The Gift of "Personhood": Why the "Bring Your Person" rule is about more than just remembering facts—it’s about honoring the patient’s need for emotional support during a moment of high stakes.

A Note from Lesia Tierney

"Our job is to give them hope, give them solutions, and walk them through it. It’s such a blessing and a gift to be able to do that for other people. When you’re on the other side of it, the fact that someone actually cares... that is what stays with you."

Why This Episode Matters

This conversation is for every team member who has ever felt like they were just "running a process." Lesia reminds us that beneath every sleep study and oral appliance is a human being looking for a steady voice and a hand to hold. By the end of this episode, you won't just want to improve your conversion rate—you’ll want to improve the way you show up for people.

• (00:18) - Introduction
• (02:26) - Lesia’s dental sleep medicine journey and how she got here
• (07:36) - From being a part-owner of the practice to being a patient herself
• (13:09) - Why front office should reflect back office
• (17:27) - Choosing a practitioner who you trust
• (25:10) - What phone policy has Lesia introduced in her office
• (30:03) - What other experiences Lesia had that impacted how she runs her office
• (34:33) - How cancer influenced Lesia’s life