How Sohn Dental reduced processing costs with Apex Zero

About Sohn Dental

Sohn Dental is an established general dentistry practice with a long-standing patient base. The practice has partnered with Apex Payment Solutions since 2018, after being referred by another dental professional.

Over the years, the Sohn Dental team has relied on Apex for payment processing, responsive support and direct access to a dedicated Client Engagement representative.

The Challenge

As operating expenses continued to increase, Sohn Dental began evaluating ways to control overhead while keeping patient fees competitive.

Credit card processing costs represented one area where the practice saw an opportunity to reduce expenses. However, transitioning to a surcharge model required careful consideration.

Many of Sohn Dental's patients had been with the practice for years and were accustomed to its existing payment policies. The team wanted to introduce the change thoughtfully, with clear communication and multiple payment options available to patients.

The Solution

In 2024, Sohn Dental transitioned from Apex Plus to Apex Zero, Apex Payment Solutions' surcharge program.

Apex worked with the practice to prepare for the transition and provided resources to support patient communication. Sohn Dental developed a comprehensive rollout strategy that included:

• Signage at patient check-in and checkout areas
• Advance notifications for patients with upcoming copays
• Updated payment information on treatment plans
• Clear communication about payment methods without a credit card surcharge
• Verbal reminders when discussing treatment and payment options

Patients continued to have access to alternative payment methods, including cash, checks, debit cards and eligible HSA/FSA cards.

This approach gave patients the ability to select the payment method that worked best for them while allowing the practice to reduce the impact of credit card processing costs.

Navigating the Transition

As an established practice introducing a new payment policy, Sohn Dental anticipated an adjustment period.

The team experienced some initial patient questions and resistance, particularly among long-term patients who were familiar with the previous process. Consistent communication played an important role in making the transition successful.

As patients became more familiar with the policy, questions decreased and the surcharge became part of the practice's standard payment process.

Today, J.R., Office Manager at Sohn Dental, says patient pushback is rare. The practice has also seen increased use of cash, checks and debit cards, while many patients continue to choose credit cards based on their individual preferences and rewards programs.

“It's gotten easier and easier. We very rarely get pushback now.”

More Than Cost Savings

The transition to Apex Zero also provided Sohn Dental with an updated payment terminal that included tap-to-pay capabilities.

The additional payment flexibility proved valuable for patients, particularly as mobile and contactless payments have become more common.

Sohn Dental has also expanded its use of the CardPointe platform. Features available through the platform have helped streamline processes such as refunds and reduced the need for the practice to issue and mail paper checks.

Responsive, Personalized Support

Direct access to support has remained an important part of Sohn Dental's relationship with Apex.

During the practice's initial transition to Apex Zero, the office experienced a merchant services issue that temporarily affected payment processing. The Apex support team coordinated directly with the necessary providers, kept the practice informed and helped resolve the issue within approximately one business day.

For Sohn Dental, that level of communication is an important differentiator.

“We get support very quickly. It's been extremely helpful to have a direct point of contact who can answer our questions or connect us with the right person.”

The Result

After transitioning to Apex Zero, Sohn Dental saw a significant reduction in its payment processing costs. The practice’s effective rate decreased from 2.15% to 0.70%, resulting in average savings of approximately $700 per month, or about $8,400 annually.

Those savings helped Sohn Dental reduce a recurring operating expense while supporting the practice’s goal of maintaining competitive patient fees rather than increasing costs to offset rising overhead.

At the same time, the new payment model became part of the practice’s normal workflow. Patient questions decreased as they became familiar with the policy, and the office now reports that pushback is rare.

“For us, it was a great business decision. We've been able to maintain our fees and not have to increase them.”

A Long-Term Partnership

Sohn Dental has worked with Apex Payment Solutions since 2018 and continues to value the combination of reliable payment processing, responsive support and personalized service.

When asked what she would tell another practice considering Apex Zero, J.R. shared:

“I would say go for it. It's becoming more and more common, and we've had a really good experience.”, Sohn Dental