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ADA unveils new Division of Member and Client Services

June 02, 2014

By Kimber Solana

In an effort to continue providing ADA members a great set of products and services, the ADA welcomed the newly organized Division of Member and Client Services.

Formerly known as the Membership, Tripartite Relations and Marketing Division, DMCS completed an extensive internal review to reorganize the existing staff into an operating structure that ultimately hones in on the ADA's renewed focus: the members.

"The dental profession is best served by a vibrant, influential and visionary professional association. The greatest opportunity the ADA has in the near future is to provide a great set of products and services to member dentists, backed by spectacular service at all levels of membership—the national, state and local," said Dr. Kathleen O'Loughlin, ADA executive director.

"If we do this well, we will reverse our declining member market share nationally and be in a position to best serve our profession. In order to accomplish this, the ADA needed to structure its Membership Division to enable talented dedicated staff to succeed in a challenging environment."

As part of the reorganization of the new division, all member outreach activities—Dental Society Outreach, Dental School Outreach and Office of Student Affairs, Association and Direct Member Outreach and the Leadership Team Services—are  now coordinated under a single new department set to create closer coordination in how the ADA provides outreach services to all members.

To help the outreach team deliver member and client services, staff leadership from the Council on Members Insurance and Retirement Plans and the Council on Membership will be joined together on an interim basis.

The reorganization also includes the creation of the new Department of Membership Planning, Data Analytics and Dues Processing, which will integrate critical data management, membership data analysis and member marketing under a single umbrella.

Meanwhile, the New Dentist Committee is being repositioned as a new standalone department to better function at a more strategic level as a committee of the ADA Board of Trustees. The Member Service Center will maintain its front line responsibility for member calls and service contact.

For more information on the new Division of Member and Client Services, email Dr. Anthony Ziebert, interim senior vice-president of Member and Client Services, at