Delegation for the Dental Practice Manager
As a dental practice manager, you play a pivotal role in ensuring the smooth functioning of the clinic while providing an excellent patient experience. However, managing every aspect of the day-to-day operations of a dental clinic can be overwhelming and limit the practice’s potential growth. This is where delegation steps in as a crucial management tool.
Delegation involves entrusting tasks and responsibilities to qualified team members, allowing you to focus on team engagement, patient interactions, and high-priority matters. It not only lightens your workload but also empowers your team, fosters professional development, and improves the overall efficiency of your team and dental practice.
Delegation is more than telling someone they are responsible for a task. As a practice manager, we often assign a team member a task and do not provide adequate training, coaching, or follow-up. This leads to more stress, mistakes, and ultimately inadequate delegation of duties.
As leaders, we may get frustrated and believe that the person assigned the duty/task isn’t listening to us. The person being assigned the task may feel frustrated, overwhelmed, and insecure about completing the task.
If you have ever said, “I’m just going to do it myself so that I know it’s done right,” follow these steps to improve your delegation outcomes.
#1 – Assign the Task in Writing
Whenever possible, assign the task in writing. Written instructions are more likely to be followed, and by putting them in writing, you are giving your team members documentation to refer to. Be clear and concise in your instructions, and make sure the steps can be quickly followed.
When you are providing training, be sure to thoroughly explain the “why” behind the task being assigned. Explaining the “why” behind a task helps team members understand how their work on this task contributes to the overall goals and objectives of the dental practice.
By gaining that understanding, you develop increased buy-in from the person assigned the task.
#2 – Provide Thorough Training and Coaching
Once the team member has been given step-by-step instructions, it is time for training.
To begin with, let the team member watch you. Point out each step in the written instructions as you perform the task. Go slow and confirm your team member’s understanding.
After they have watched you perform the task, do the task again. This time, the two of you should do it together. Again, follow the step-by-step instructions. Make sure you provide feedback as you go.
After the two of you perform the task together, do the task again. This time, let the trained person do the task themselves while you watch. Make sure you provide feedback. Again, confirm with your team members that they understand the task and instructions. Obtain their commitment to take ownership of the task.
#3 – Inspect What You Expect
Now that the team member is trained and committed to performing the task, ensure they do it.
Even if they are trained, you still need to monitor the employee performing the task. Follow up routinely. Make sure you provide feedback and praise when appropriate.
Hold the team member accountable if the task still needs to be completed or up to the specifications of the written instructions.
Remind them that they committed to owning this task. Refer them to the original assignment instructions and repeat the necessary delegation steps.
Working Together as a Team
Most practice managers have so many responsibilities it’s difficult to name them all. Hiring, training, revenue cycle management, patient experience, and team engagement can be overwhelming. When delegating is done appropriately, we attack those responsibilities with the assistance of our team!
Provide a written assignment with step-by-step instructions for the best possible delegation outcomes. Train thoroughly—plan on completing the task multiple times together. Get an ownership commitment from the team members. Inspect what you expect. Monitor the team members and hold them accountable.
About the Author
Kari Hicks, DAADOM
Kari Hicks, DAADOM, is managing director of Access Dental Services, LP in Missouri, a growing company with five current locations.
She has worked in dentistry for over 15 years, beginning with on-the-job training as a chairside dental assistant. She has worked as a practice manager for over a decade.
