What I Wish I Knew Sooner: How to Navigate the Challenges of Taking Over as Practice Administrator
I was hired to take over for someone who had been the Practice Administrator for 24 years. Her blood, sweat, and tears created this position from the ground up. She knew every nook and cranny of the building and how to maintain it. She meticulously created every workflow and procedure for maximum efficiency.
Talk about big shoes to fill!
Stepping into this legacy and trying to maintain and exceed the standards took a lot of work.
Transitioning into a new role, especially one as multifaceted as a Practice Administrator, presents unique challenges regardless of your prior experience level.
Each workplace has its dynamics, systems, and expectations. There is always a learning curve when stepping into a new environment.
Over my first twelve months, I made it my mission to document and create the most comprehensive “to-do” list for success in the coming years; if I had a game plan, I was sure to succeed.
My next twelve months showed me quickly that even when prepared, I would never finish all my work in 40 hours. Nor would 45 hours be sufficient, or 50, 60, or 70. Not to mention, who wants to work 70 hours a week every week of your entire career?
I was accustomed to excelling in all my positions, so to put it bluntly, I felt like a failure. I questioned why I wanted this job. I wondered why I was even hired. I didn’t know if I was qualified. I thought I was letting my doctor and team down on many levels. I could not get to everything I needed to do.
Realizing that you cannot do everything yourself is a powerful lesson. I very nearly quit before I learned it. Sometimes, hitting rock bottom is exactly what you need to turn the corner and ignite your growth and self-discovery.
You bring your unique strengths and perspectives to the role, so use them. Don’t try doing it like your predecessor did; make it your own!
Here Are Four Tips That Helped Me Tremendously:
1) You Do Not Need to Provide an Answer or Solution Immediately on the Spot.
Acknowledging when you do not have the answer and being honest demonstrates humility and integrity. Gathering information, consulting with others, or reflecting on the situation allows for better decision-making and minimizes the risk of making rushed or uninformed choices.
Setting boundaries and managing expectations around response times also helps maintain a healthy balance between work and personal life, ensuring you can give each aspect the attention it deserves.
2) If You Are the Only Person Who Can Handle Day-to-Day Situations, You’re Doing it Wrong.
Investing time in training and empowering your team to handle various situations lightens your workload and fosters a culture of collaboration, accountability, and professional growth within the team. While it may initially seem faster to handle tasks yourself, delegating responsibilities and providing guidance ultimately builds trust and confidence among team members.
Additionally, having a team capable of handling tasks independently allows you to focus on higher-level responsibilities and strategic initiatives, thus benefiting the overall efficiency and effectiveness of the practice.
3) All Work and No Play Does Not Make You Less Successful. Self-Care is Not Selfish.
Getting caught up in work demands and neglecting self-care is easy, but prioritizing your physical and mental health is essential for long-term success.
Regular breaks, including days off and lunch breaks, allow you to recharge and maintain focus and productivity.
Remember, being a successful manager involves leading your team effectively and taking care of yourself so you can bring your best self to your role daily.
4) Take the Feelings Out of Hiring and Firing New Business Partners!
As a Practice Administrator, you likely have 100+ business partners & vendors:
- Practice Management Software
- Patient Communication Platforms
- Laboratories
- CPR Trainers
- IT
- Website Developers
- Equipment Repair
- Payroll Vendors
- Retirement consultants
- …the list continues
Successful partnerships should make your job easier. When you find these connections, it is essential to acknowledge their efforts and foster a strong relationship with open communication.
On the other hand, clinging to a vendor who is not providing what you need out of sentimentality or fear of feeling you made a mistake is detrimental to your practice. No one has a crystal ball for how a new vendor will work, so be willing to evaluate performance and pivot when necessary.
Being a Practice Administrator is one of the most challenging and rewarding careers. You can positively impact the practice, your doctor, your team, and the patients. Trust in your abilities and embrace the journey.
Lastly, Always Remember That YOU ARE NOT ALONE!
The friendships I have made through AADOM, from other members to the speakers themselves, truly help light my path daily! Do not be afraid to seek support and learning opportunities because, in the words of the great Teresa Duncan, we are all here to “Leave the Ladder Down.”
About the Author
Lisa Swanger, MAADOM
Lisa Swanger’s journey began in 2010 when she was hired at the front desk of an orthodontic practice. She set her sights on Practice Administrator and learned insurance, financials, treatment coordinating, and practice management across multiple offices.
She joined AADOM in 2021 and achieved her fellowship in 2022, demonstrating dedication to professional development. In 2024, Lisa earned her Mastership in AADOM’s Distinction program.
Outside work, Lisa finds joy in spending time with loved ones, being outdoors, and enjoying the thrill of a scary movie.
Awesome article!