Behind the Scenes: The Administrative Team as the Backbone of Your Dental Office
From managing appointments to billing, the Administrative Team is a group of individuals with different skill sets that work on the backbone of dental practices.
Key Responsibilities of the Administrative Team
One of our primary responsibilities at the front desk is scheduling appointments. This requires the staff to effectively oversee the patients’ needs and maintain the schedule based on the ability of the doctors and the staff.
Confirming appointments is another task that the front desk plays a role in. This helps reduce the number of no-shows that the office will have.
Creating a Welcoming Experience for Every Patient
The front desk is the first point of contact as patients walk into the office. When greeted with warm and efficient check-in processes, it helps set the tone and make the most anxious patients feel a little more comfortable. The welcoming environment of the front desk staff can help in patient retention and future referrals.
Some administrative duties also include managing patient records. Such as assuring we have the most up-to-date patient information, treatment history, and insurance information. This is important to ensure we provide the best care for the patient’s needs, including billing and insurance claims.
We all have mixed emotions with insurance claims. The insurance coordinator must know how to deal with complex insurance policies, verify the insurance correctly, and, most importantly, know how to communicate with the insurance provider and the patients.
By ensuring we have the most accurate information and a clear understanding of what is covered and what is not helps the practice minimize costs and reduces confusion regarding insurance coverage.
Bridging Communication Gaps
The front desk also acts as a bridge between the patient and the dental team. They need to have the ability to communicate treatment plans and use the hand-off method to ensure you have a clear understanding of their next steps.
This role needs to be managed by someone with strong communication skills and a keen ability to listen to patients’ needs and concerns. A well-functioning front desk enhances your patients’ experience and will support the dental team.
In conclusion, the front desk of a dental office is more than a reception area and should be recognized as a valuable and essential role in the dental practice.
About the Author
Shelly Kern, FAADOM
As a dedicated dental office manager with over 29 years of experience in the dental field, Shelly has a profound understanding of patient care and clinical operations. Throughout her career, she has developed a passion for fostering a welcoming environment for patients and staff. Shelly has been a member of AADOM since 2022 and received her AADOM Fellowship in 2023.
Outside of her professional life, Shelly is a proud mother of two. Her son serves in the U.S. Army, demonstrating his commitment to serving the nation, while her daughter thrives in the home renovation industry, bringing new life to spaces. They share their home with a beloved dog named Lilly, who adds joy to their family life.
In her free time, Shelly cherishes moments spent at the beach, immersing herself in good books and enjoying dance. She values quality time with her family and believes these connections are at the heart of a fulfilling life.
