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The Inefficiency of Dental Office Managers
Introduction
In managing a dental practice, I’ve had the opportunity to interview and hire various Dental Office Managers. Not all are equal, and hiring the wrong one can have negative consequences.
Statistical Data
According to a study by the Michigan Dental Association, 75% of owner dentists have had negative experiences with Dental Office Managers. The study found that the most common problems include:
- Lack of organizational and managerial skills (45%).
- Poor communication with patients and the team (30%).
- Difficulty in managing finances and procedures (25%).
Case Studies
I will share my personal experience with two clients, owners of dental practices, who had the misfortune of hiring incompetent Dental Office Managers.
In both cases, the managers came from other practices, but their assessment proved to be inaccurate.
Now, the dentists find themselves distracted from patient care and dealing with problems caused by these inefficient managers.
Get On-Top-Of the Problem
Whether you are a dentist owner facing this difficulty or not, it is important to be aware of this dilemma and prepare to address it. Here are some tips:
Pre-testing and Suitability Assessment
- Conduct a Pre-test, before bringing a candidate into the office, to assess suitability. Administer a brief survey on their soft skills and experience. Example of an authorized test in the state of Michigan: Dental Office Manager Pre-Assessment ‘hirebox.com’ – the one we use presently with good success, or other Candidate evaluation as found on the web.
- Select the most suitable candidates for interviews. Use effective communication systems to communicate with candidates at this stage. Examples of effective communication systems: Email, Professional Messaging platforms.
- Schedule interviews with candidates who have demonstrated competence and good all-around soft skills. Prepare key questions along with some special ones to test their caliber in terms of problem-solving abilities as a manager, in emergencies and stress on-the-job.
- Schedule interviews with candidates who have demonstrated competence and good all-around soft skills. Prepare key questions along with some special ones to test their caliber in terms of problem-solving abilities as a manager, in emergencies and stress on-the-job.
Examples of key questions:
• How do you handle an emergency situation in the office?
• How would you describe your communication style?
• What are your experiences in managing a team?
• How would you handle: Give a situation from the Office, i.e. ‘An upset patient refusing care’.
Decision and Communication
Upon arrival at the office, conduct the interview and additionally testing the candidates. Based on the results of your interview and the further testing, decide if they are eligible for a working interview to see how they perform under actual working conditions – in your office.
Decide in advance the time needed to make your decision and inform the candidates when you will communicate the response to them. Typically you will know after their working-interview. Rec’s on the most effective means of communication: Email with a scheduled Phone call.
Probation period
Choose the suitable Office Manager and inform them that they are in a 90-day probation period. This will give both of you time to really see if there is a good fit for your office. Sometimes they don’t make it to this point.
Provide them with an ‘instant hat’© – a quick outline of their key areas and put them to work. Ensure they are and willing to unlearn old habits that do not align with the new reality at your office. Encourage them to attend new training courses for their role.
Checklist and Monitoring
Prepare a checklist listing the actions that the Dental Office Manager should do on a daily, weekly and monthly basis and additionally what is expected to be accomplished within their first 90 days.
Ensure that the targets are SMART (Specific, Measurable, Achievable, Realistic, and Timely). Choose a fixed time every week to check if the targets are being met. If there are obstacles, collaborate with the your Office Manager to overcome them.
Evaluation and Termination
On the 30th day, evaluate whether the Office Manager has achieved the predetermined targets and possesses the required skills. If so, let them continue your Investment in the development of the Office Manager.
If by the 60th day, the Office Manager has completed the expected 90 day checklist or nearly completed it, has good Soft Skills, Communication Skills, and Manages the office efficiently, and is able to deal with important issues and make the right decisions, it’s time to invest in their development to make them a true Executive.
Here are some options:
• Enroll them in advanced training courses on: Business Management, Executive Essentials, Team Management – Leadership Skills, Managing by Statistics, Marketing and Patient Communications. There are a number of good management courses available. The thing to realize is they may never have been trained as a Manager / Office Exec. Here is your opportunity to make a positive change.
• Offer them the opportunity to participate in industry conferences and workshops. Ensure they have access to resources and mentors that can help them grow professionally.
• Delegate further responsibilities to test their abilities and provide them with new challenges.
Remember: An Efficient and Competent Dental Office Manager is a Fundamental Investment for the Success of Your Dental Practice.
Conclusion
Hiring an effective Dental Office Manager is a process that requires time and attention. By following the time-tested advice in this article, you can increase your chances of finding the right person for your practice and creating a successful team.
