From Sterile Tech to Practice Manager: Why Every Role Matters
I didn’t start in dentistry with a five-year plan to become a Practice Manager. In fact, when I began as a sterile tech back in 1999, when I had to walk 5 miles uphill in a snowstorm with no shoes—just kidding, I live in Florida.
I wasn’t even remotely thinking about leadership. I was just trying to learn the ropes, stay out of the way, and make sure I didn’t mess up the instrument packs.
But looking back now, every step of the journey—from the back to the front, from behind the scenes to leading the team—has shaped who I am today. And it’s why I firmly believe that every single role in a dental office matters more than people realize.
The Power of Behind-the-Scenes Roles
Being a sterile tech is NOT glamorous. You’re not in front of patients, and no one’s handing you flowers for perfectly organizing the instruments in the autoclave. But that role taught me discipline, attention to detail, and how critical it is to keep things moving behind the scenes—and I’m grateful for it.
It also taught me humility. You begin in one of the most behind-the-scenes roles in the office, where most people don’t notice you, but everything depends on your work. That perspective is gold. I learned what it felt like to be overlooked and assumed to know less than I actually did. I carry that with me to this day.
Make sure no one on your team feels invisible. This can be as simple as saying thank you when the sterile tech helps the clinical team get patients in on time.
Recognizing your scheduling coordinator in the morning huddle for filling a last-minute opening. A handwritten thank you card when a hygienist jumps in to help with sterilization. Consistent, specific praise builds loyalty and trust.
Learning the Human Side of Dentistry
As I moved into assisting, I started to understand dentistry, not just the procedures, but how patients feel in the chair, and how much trust they place in us. I also started noticing what made teams function well (and what didn’t): communication, clear systems, mutual respect.
This role also introduced me to the emotional side of the job. You see fear, relief, and gratitude. You learn to read people quickly. That emotional intelligence is also something I use every day now, especially when navigating team dynamics or tricky patient conversations.
Bridging the Gap Between Front and Back Office
Shifting to the front was a whole new world: coding, scheduling battles, fee schedules, insurance, and what the heck is a coverage book?
This is where I saw the gaps. Clinical teams don’t always understand the challenges the front faces, and vice versa. I became a translator of sorts, someone who could speak both “languages.” That became one of my biggest assets.
If your business team has never been in the clinical setting or vice versa, schedule time for them to shadow each other. Even a half-day of role-swapping can foster empathy and strengthen collaboration.
When I finally stepped into the Practice Manager role, I didn’t feel “ready.” Honestly, I don’t know if anyone ever does (until we find AADOM, of course 😉).
But I had something more valuable than a great résumé; I had walked in almost everyone’s shoes. I know what it’s like to process trays with a full day’s work ahead. I know how hard it is to explain a crown cost to a patient who is living solely on social security. I know the stress of squeezing in emergency patients or calling labs to track down a case.
Because of that, I lead with empathy. I don’t ask anyone to do something I wouldn’t (or haven’t) done myself. I know what support actually looks like. And when I say “I understand,” I mean it.
Elevating Every Team Member
Here is what I want anyone reading this to take away: there is no “small” job in dentistry. Every position in the office plays a critical role in the patient experience and the health of the practice. When any role is undervalued, the entire team suffers.
As Practice Managers, we have the opportunity and the responsibility to recognize that. Remember your past experiences, share your perspective when it can help solve problems—but always in a way that empowers your team.
Build people up, and make sure every team member knows they matter. Because they do. I know that for a fact. I used to be them.
3 Key Takeaways for Office Leaders
- Recognize daily contributions, especially in behind-the-scenes roles.
- Bridge the gap between departments with role-shadowing.
- Lead with empathy by putting yourself in your team’s shoes, actively listening, and understanding individual needs.
About the Author
Jennifer Tyler, FAADOM
Jennifer Tyler is the Practice Manager at Heritage Dental, where she began her career in 1999. With 26 years of experience in dentistry, she has worked in almost every role, starting as a sterile technician and growing into leadership.
Her hands-on knowledge of both clinical and administrative operations fuels her passion for team development, patient care, and practice growth. She earned her Fellowship (FAADOM) through AADOM in 2016 and continues to advocate for the value of every team member in the dental office.
