Financial innovation and human-centered design help practices reduce barriers, empower patients, and support better oral and overall health
Oral health is foundational to overall well-being, contributing to everything from chronic disease prevention to long-term quality of life. Yet despite this understanding, financial barriers continue to prevent many – especially those in underserved communities or with non-traditional financial histories – from getting the care they need. Even when patients are ready to move forward with treatment, concerns about cost can lead to delays, cancellations, or fragmented care – challenges that directly impact both patient outcomes and the health of their communities. This further exacerbates existing health disparities.
I recently spoke with Dr. Martin Mendelson, who shared a nationwide trend he’s seeing in dental practices: “Patients want to take control of their oral health, yet financial uncertainty often triggers hesitation at a deeper psychological level. It is not just about affordability; it is about how people perceive risk, value, and future outcomes. Practices are navigating this reality every day, working to align patient care with both emotional and operational considerations.”
This tension between patient motivation and financial barriers underscores broader inequities in access to healthcare. Traditional credit evaluation often fails to reflect a patient’s full financial picture, inadvertently creating systemic barriers. Millions of Americans are considered “credit invisible” – a demographic that often includes younger individuals, recent immigrants, and minority groups – with limited or no traditional credit history, even if they are financially responsible. For these patients, standard credit scores can act as an invisible wall, restricting access to care and adding stress for both patients and dental teams. This ultimately undermines efforts for a more inclusive healthcare system.
Addressing this challenge requires innovation that is not only technologically informed but deeply human-centered, specifically designed to break down these systemic barriers, expand equitable access, and foster trust and efficiency. Practices need to rethink how they assess financial responsibility and move beyond outdated metrics. Doing so helps align a patient’s true ability to pay with their desire for care, reducing hesitation and improving outcomes.
Innovation in Action
One example of this approach is Synchrony PRISM, a next-generation proprietary credit decisioning system that broadens the lens through which financial health is assessed. Using advanced analytics, it evaluates multiple dimensions of a patient’s financial behavior, including income patterns, payment histories, and other relevant factors. This helps to identify patients who are creditworthy but might be overlooked by conventional models. Importantly, this evaluation occurs without affecting a patient’s credit score, creating a less stressful and more empowering path to care.
In talking with Max Axler, Synchrony’s Executive Vice President and Chief Credit Officer, he reflected on the broader philosophy driving this work: “When we look beyond traditional credit metrics, we see opportunities to help patients access the care they need while keeping the clinical workflow smooth for practices. It’s not about approving more loans; it’s about responsibly opening doors, reducing barriers, and empowering patients to make confident decisions about their health.”
The real-world impact on health equity and community well-being is significant. Initiatives like Project REACh, in partnership with the U.S. Office of the Comptroller of Currency, demonstrate how expanding credit access can foster long-term financial health. In one pilot, 60% of participants improved their credit profiles enough to reach prime status within a year. Thoughtful financial innovation can enable patients to receive care while also helping build financial stability, strengthening diverse communities over time.
Innovation is only valuable if it integrates seamlessly into the care experience. Platforms like Synchrony PRISM work alongside practice workflows, allowing dental teams to focus on delivering care rather than wrestling with administrative hurdles or payment friction. When technology is designed with all patients and providers in mind – especially considering the diverse needs of underserved populations – it enhances trust, reduces stress, and supports better decision-making for all parties.
Looking ahead, the future of dental care depends on our ability to combine innovation, access, and human-centered design. By reimagining how patients navigate financial barriers, we can make care more inclusive, improve predictability for practices, and empower the individuals seeking it.
Smarter credit isn’t simply about approvals. It’s about opening doors for everyone, creating confidence, and ensuring patients can pursue the care they want without hesitation, thereby advancing health equity.
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About Sonia Williams
About Sonia Williams, SVP & GM, Dental Practices at Synchrony
Sonia Williams is currently the Senior Vice President and General Manager of the Dental division at Synchrony. Before stepping into this role, she led strategic initiatives for major clients in the apparel, furniture, and consumer electronics industries and held multiple positions in sales and marketing. Sonia has over 28 years of business leadership experience, including managing the TJX portfolio at Synchrony. She holds an MBA in marketing from Hofstra University and an undergraduate degree from Fairleigh Dickinson University. Sonia has been recognized with the 2023 Greg Pittman Leadership Award and is a leader in Synchrony’s Women’s Network+. She is also a member of The Executive Leadership Council C-Suite Academy.
Disclaimer This content is subject to change without notice and offered for informational use only. You are urged to consult with your individual advisors with respect to any information presented. Synchrony and any of its affiliates, including CareCredit, (collectively, “Synchrony”) makes no representations or warranties regarding this content and accepts no liability for any loss or harm arising from the use of the information provided. Your receipt of this material constitutes your acceptance of these terms and conditions.
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