Case Review
When Pain Has No Clear Answer: Navigating Chronic Orofacial Symptoms Through Patient Advocacy (Dental Advocacy)
In this presentation, I will walk through a real-world dental advocacy case involving a senior patient navigating insurance confusion, care coordination challenges, and medical diagnosis uncertainty related to dental treatment. Using a de-identified version of the client’s case, I will outline my advocacy process from intake to resolution (still ongoing), including documentation review, insurance navigation, and patient support. I will highlight how advocacy can reduce patient stress, improve outcomes, and support ethical, transparent care. The session will conclude with key takeaways and best practices for advocates working within complex dental and insurance systems.
Learning Objectives:
1) Identify the key advocacy steps I used to navigate dental-medical insurance claims and reimbursement challenges in a real-world case.
2) Apply patient-centered care coordination strategies I utilized to support a patient facing complex dental issues with multiple providers.
3) Evaluate how dental advocacy improves communication between patients, providers, and payers while promoting ethical and transparent care.
About The Speaker –
Shelbey Arevalo, BCPA, CDBS
Founder & Executive Director
National Dental Advocacy Program® (NDAP)
I am a Board-Certified Patient Advocate (BCPA), Certified Dental Billing Specialist (CDBS) and the Founder and Executive Director of the National Dental Advocacy Program® (NDAP), a nonprofit organization dedicated to helping patients navigate dental care, insurance reimbursement, and complex healthcare systems. I bring over 16 years of experience in the dental industry, combining clinical knowledge, billing expertise, and patient advocacy to support individuals facing barriers to care.
My professional background includes certification in dental assisting, medical billing and coding, dental sleep medicine, and advanced training in healthcare administration and compliance. I have worked extensively with patients who experience denied claims, unclear treatment plans, and financial distress—particularly seniors and individuals with disabilities.
My passion lies in bridging the gap between patients and providers through education, transparency, and ethical advocacy. Through my work with NDAP, I focus on empowering patients, improving communication across care teams, and supporting fair, informed healthcare decisions.