Creating Systems by Delegation
As managers, we sometimes believe that we must take on the entire operation of the dental office all on our own. From operations of daily tasks to creating excellent patient care experiences, we have worked hard to gain the skills to lead our teams to success. However, sometimes the true path to being successful is to understand that we don’t have to do it all by ourselves.
Successful management requires many critical elements to create a positive culture. Throughout my years of managing, I have learned that two things have brought me the most success: SYSTEMS (known as standard operating procedures or SOP’s), and DELEGATION.
The Importance of SOPs
When patient volume increases or as the team expands, establishing clear, reproducible systems that are documented will help create clarity.
Creating SOPs and having them available in writing makes a big impact in all aspects of the practice. From using your SOP manual to implement a plan for scheduling, appointment reminders to help reduce the number of missed patient appointments, or a clear billing system to minimize errors in claims submissions resulting in better collections outcomes, an SOP can make a huge impact in your office.
Your SOP manual should always be evolving and adapting to your practice needs. Nothing is too small to document.
How to Delegate
Delegation is by far one of the hardest things for someone to accomplish. This is because, as a manager, you want to feel important, you want to make sure that tasks are completed, and that they are done the way that you would do them.
While it may be difficult for the manager, there is almost nothing more motivating to a team member than being trusted to do an extra project or overseeing a task. It shows trust, it shows you rely on them, and it allows them to grow in new ways.
Delegation is not about giving busy work; it’s about making sure that something time-consuming can be taken off your plate.
Be selective about how you delegate. Start with small projects that allow you to determine the strengths of the individual you are delegating to. Some items like this could be sending claims, ordering office supplies, or even creating SOPs for the office.
Get the Team Involved
In your office, no one knows the systems better than the people who do them every day. Why not ask them to write them down? Give guidance on how you would like the format to look, and let them start creating.
The best part of this is that you start to see a true picture of how that team member sees the system. You can see where breakdowns are that may need to be tweaked. By delegating the creation of these documents, you will be able to create this manual much faster than you could have done it on your own.
When we try to take on everything on our own, we set ourselves up to burn out or exhaust ourselves too soon. The office is called a team for a reason, and there is great value to be found in delegating the tasks to keep operations running smoothly.
When the team feels heard and has contributed to the systems put in place, they feel more excited to see their ideas in action. Your team is strongest when you are built up, together.
About the Author
Holly Sadowski, MAADOM
Holly has worked in the dental field since 2003. Currently working as a COO for a multi-location dentist and also providing training and consulting to nearby offices as well.
She specializes in accounts receivables and communication, but enjoys helping grow all aspects of a dental office. Holly serves as the VP of the (DPLN) St. Louis Dental Connection and is on the board of a local service group where she helps pay it forward through service projects.
