When the ClearDent team visited Steveston Smiles, we expected to see a modern, well-run dental practice. What we didn’t expect was just how seamlessly the team combined precision and warmth: a practice that runs with the efficiency of a well-oiled machine, yet never loses sight of what matters most—caring for patients like family.
From the moment we walked through the doors, it was clear this practice had something special. Every team member, from the front desk to the operatory, had a rhythm. Phones were answered, patients were greeted, insurance was processed, treatment was explained—and all of it without missing a beat. ClearDent was everywhere in the background: organizing patient records, documenting interactions, automating reminders, and making sure information flowed smoothly across the entire office.
As Operations Manager Chris Grewcutt puts it: “Really utilizing the digital capability of ClearDent has been such a game changer for us… I can’t say enough good things about it.”
This is the story of how Steveston Smiles has become a model of what modern dentistry can look like: organized, innovative, and always putting care first.
The Steveston Smiles lobby—first built in 1973, and still welcoming generations of families today.
Steveston Smiles isn’t just another dental clinic—it’s been a cornerstone of the Richmond community since 1973. Founded by Dr. Doug Nielsen, the practice has grown across generations, welcoming children, parents, and grandparents alike. That family-first philosophy has never changed, even as the clinic expanded in 2015 and invested in new technologies.
“We’ve built a very good reputation for being honest and reliable,” Chris explains. “We’re not just treating teeth—we’re looking after families who have trusted us for decades.”
Today, with Dr. Michele Nielsen carrying her father’s vision forward, the practice continues to blend tradition with innovation. ClearDent has been part of that evolution, helping Steveston Smiles modernize without losing the warmth and personal connection that defines its care.
What impressed us most was not only how organized the practice is, but how that organization always circles back to the patient experience. With ClearDent supporting everything from scheduling to charting, Steveston Smiles has built a system where patients never feel like “just another appointment.”
Front desk team members use ClearDent daily to follow up on treatment plans, manage A/R, process insurance, and send personal notes—keeping every patient connected and cared for. Hygienists and dentists rely on digital charting and imaging to educate patients, showing them exactly what’s happening in their mouth in a way that’s easy to understand. Daily huddles and chart reviews are powered by ClearDent’s reporting tools, helping the team align around upcoming appointments, overdue care, and patient needs.
As Operations Manager Chris Grewcutt notes, “No one likes the feeling of picking up the phone and not knowing what’s going on. With ClearDent, any team member can step in, pick up the patient’s story, and move forward without missing a beat.”
For Dr. Michele Nielsen, owner dentist, those systems are all about ensuring patients receive the very best care possible: “Honestly, I don’t want to see you in my practice—because that means you’re doing everything right. Our goal is prevention and education first.”
That philosophy runs deep in how the team approaches every appointment. New patients are welcomed through a carefully designed intake process that begins before they even set foot in the office. With ClearDent’s patient portal, medical histories, consent forms, and policies are completed ahead of time—freeing up valuable chairside minutes for conversation, trust-building, and education.
By the time a patient sits in the chair, the team isn’t rushing through paperwork; they’re talking, listening, and showing them their care options using ClearDent’s digital charting and imaging. The result is a relationship built on understanding, not just transactions.
Dr. Michele Nielsen and Operations Manager Chris Grewcutt—leading Steveston Smiles with the same community-first philosophy that has guided the practice for decades.
If Steveston Smiles is a well-oiled machine, the front desk is the engine. This small but mighty team juggles dozens of responsibilities every day: scheduling and rescheduling, following up on treatment plans, tracking A/R, sending out insurance claims, preparing pre-authorizations, even mailing birthday cards and thank-you notes to patients.
It’s detailed, fast-paced work—and yet, from the patient’s perspective, it feels seamless.
Chris doesn’t hesitate to give them credit: “Our reception team are rockstars. They are so valuable to this office, and they do such a great job.”
ClearDent is the tool that makes their coordination possible. Every patient interaction, from phone calls to follow-ups, is documented in one place. That means when a patient speaks to Alice one day and Leslie the next, the story doesn’t get lost—whoever answers the phone knows exactly what was discussed and can pick up without missing a beat.
It’s the kind of invisible work patients may never notice—but they do feel it. They feel it when the billing is accurate, when their insurance details are ready, when their appointments are confirmed, and when the team remembers exactly where they left off. That reliability is part of why families keep coming back.
Alice—one of the practice’s dedicated Business Assistants—works alongside her front desk colleagues to ensure patients feel cared for at every step.
For Steveston Smiles, organization behind the scenes only matters if it translates into better care in the chair. Every appointment—whether it’s a new patient exam or a regular hygiene visit—is designed to combine clinical thoroughness with patient understanding.
Dr. Michele Nielsen is especially proud of their new patient process. It begins before a patient even sets foot in the office, with medical histories and intake forms completed digitally through ClearDent. By the time the patient arrives, the team already knows their concerns, history, and expectations. “It means we can spend our time building a relationship,” Michele explains, “not just filling out paperwork.”
During exams, patients see exactly what the clinical team sees. Dawna, one of Steveston Smiles’ hygienists, uses ClearDent’s perio charting and odontogram tools to walk patients through their oral health. Side-by-side comparisons of probing results, bitewing x-rays, and intraoral photos make progress—or decline—impossible to ignore.
“Patients understand so much more when they can see it,” Dawna says. “It’s not just us telling them—they can see the changes themselves. That makes treatment acceptance much easier.”
That mindset has made Steveston Smiles a practice where patients feel respected and informed—never rushed, and never in the dark.
Steveston Smiles isn’t just a dental practice—it’s a cornerstone of the community. For over 50 years, the practice has been known not only for dentistry, but also for giving back. From school presentations on oral health to senior talks, Halloween trick-or-treat events, and local sponsorships, they’ve built a reputation as a practice that cares about more than teeth.
Dr. Michele Nielsen leads much of this outreach herself. She’s also active on TikTok, Instagram, and Facebook, where she shares everything from dental education to behind-the-scenes team moments. Patients notice. New families often mention that they chose Steveston Smiles after seeing the friendly, human side of the team online.
“People will come in and already know us,” Michele says. “They’ve seen our posts, they know who has a birthday, they even ask about little things we’ve shared. It makes the office feel familiar from day one.”
Here again, ClearDent plays a role. Using built-in templates in ClearConnect, the practice sends birthday cards, newsletters, and ongoing communication that reinforce those connections. They also rely on ClearDent’s reporting tools to track referral performance—giving them insight into where new patients are coming from and helping them plan marketing campaigns that truly speak to their community. Combined with reviews management and word-of-mouth from long-standing patients, it’s a strategy that builds loyalty and trust.
Community presence, both online and in person, is more than marketing—it’s an extension of the same philosophy that drives every appointment: prevention, education, and relationships first.
Dr. Michele leads Steveston Smiles’ many outreach events, bringing dental education and smiles into the community.
What makes Steveston Smiles stand out isn’t just their efficiency or their technology—it’s how those things are always in service of patient care. Their approach offers three lessons for any practice:
ClearDent has been a key part of their winning formula, giving the team the tools to stay aligned, reduce administrative stress, and focus on what matters most.
Steveston Smiles shows what’s possible when a practice runs like a machine, cares like family, and has the right tools enabling optimal performance. The result is more than a successful practice—it’s a trusted part of the community, where patients know they’ll always be cared for.
