New Face, New Challenge

Bright Smiles Dentistry, Episode 2

Dana took a sip of coffee and glanced at the clock. 7:45 A.M. Maya, the new dental assistant, was already ten minutes late. She tapped her pen against the desk, the rhythm matching the low hum of the office’s early morning bustle. This hire was important—not just because the team needed the extra help after Tom’s departure, but because the practice couldn’t afford another disruption.

The bell above the front door jingled, and Maya burst in, her cheeks flushed and her bag slung haphazardly over one shoulder. “I’m so sorry I’m late!” she gasped. “There was unexpected road construction on the way over here that delayed me.”

Dana, relieved the new hire wasn’t a no-show, forced a welcoming smile through her slight irritation, setting her pen aside. “No worries. Let’s get you settled in.”

Maya’s energy, though frantic, was contagious, and Dana reminded herself that first-day jitters were normal. Leading Maya to the break room, Dana took a deep breath, ready to introduce her to the rest of the team during the morning huddle.

“Everyone, this is Maya,” Dana said, projecting an upbeat tone as the team gathered around the break room table. “She’s joining us as a dental assistant. Let’s make her feel welcome!”

The reactions were mixed. Carlos nodded politely but stayed seated, fiddling with his phone. Nina, ever the team cheerleader, stepped forward with a wide smile. “Welcome, Maya! You’re going to love it here. If you need anything, just let me know.”

Maya smiled nervously and mumbled a soft “thank you” before taking the seat Dana offered. Handing Maya a neatly printed training schedule, Dana explained, “This will guide your first few weeks here. You’ll shadow Carlos today and tomorrow along with taking time to review our employee handbook to get a feel for how we operate, then we’ll move into some hands-on work.”

Carlos glanced up, his expression unreadable. Dana made a mental note to check in with him later. She dismissed the group, and the first day officially began.

Tension in Training

By lunchtime, Maya had already shadowed two procedures with Carlos. She asked thoughtful questions, but Dana noticed a subtle tension in Carlos’ posture – a stiffness that suggested he wasn’t entirely comfortable with the arrangement. 

Later that afternoon, as Maya organized instruments in the sterilization room, Nina pulled Dana aside. “Can I be honest?” Nina whispered, glancing toward the hall. “Carlos isn’t thrilled about training Maya. He’s been… short with her all morning.”

Dana sighed. Carlos was one of their most skilled assistants, but patience wasn’t his strong suit. “Thanks for letting me know,” Dana said. “I’ll talk to him.”

Back in her office, Dana logged into backstageHR and searched for resources on onboarding best practices. She downloaded a guide on conflict resolution and scanned for insights. She also downloaded an onboarding checklist to make sure she wasn’t missing any steps. Turns out, she was. The point that caught her attention was that regular one-on-one check-ins with both the new hire and the existing team could ease friction and create a clear picture of progress—or problems.

She decided to start with Carlos.

“Carlos, can we chat for a minute?” Dana asked later that day, motioning toward her office. He followed, his usual confident demeanor slightly subdued.

“I heard there’s been some tension with Maya,” Dana began, keeping her tone neutral. “What’s going on?”

Carlos shrugged. “It’s not her—it’s the timing. I’ve got so much on my plate already, and now I’m supposed to train her too? It’s a lot. Wish I had more of a heads-up.”

Finding Solutions: Adjusting for a Smoother Onboarding

Dana nodded, internally noting the feedback about letting employees know ahead of time when a new hire was coming aboard and how they’d be involved. Why didn’t she think of that?

“I get that. Onboarding someone new always adds pressure. I’m sorry I didn’t give you more of a heads-up about it. Once Maya is fully trained, it’ll take some of the load off your shoulders. Let’s figure out a way to make this work without overwhelming you.”

Together, they adjusted Carlos’ schedule, allowing him more breathing room while still dedicating time to training Maya. By the end of the conversation, he seemed more at ease. She remembered what a CEDR advisor once told her about documenting everything, so she took a quick note about the exchange and added it to the HR Vault in backstageHR.

The next few days showed noticeable improvement. Maya began to find her footing, asking fewer questions and moving more confidently between tasks. Nina stepped into a mentoring role, working through the employee handbook and helping Maya learn the office dynamics and systems. Even Carlos started to warm up, cracking a joke during a patient consultation that made Maya laugh.

A Team in Sync: Progress and Lessons Learned

On Friday morning, Dana called the team together for their weekly team meeting. As they gathered around, Maya spoke up. “I just want to say thank you,” she said, her voice steady despite the hint of nervousness. “I know I’ve had a lot of questions this week, but everyone’s been so helpful. It’s made all the difference.”

Carlos raised an eyebrow, then nodded. “You’re catching on fast,” he said with a small smile “You’ll be running the place in no time!”

The group laughed, and for the first time in days, the tension Dana had been managing seemed to dissipate.

That afternoon, Dr. Chang stopped by Dana’s office. “How’s Maya doing?” he asked.

“She’s going to be a great fit,” Dana replied, leaning back in her chair. “But it’s taken some extra effort to get the team aligned. I also need to do some thinking on how I prep everyone for onboarding. I realize I could have been more transparent with the team on how they’d be involved.”

She had also spent some time on the phone with a CEDR advisor to get additional insight, and she learned that a lot of people tend to drop the ball on new hire assimilation if there’s a false sense the employee has been accepted into the fold. She learned that assimilation doesn’t end on week 1 or week 12 – it’s an ongoing process that requires periodic check-ins to make sure there aren’t any pockets of resistance or unspoken concerns. She noted to keep checking in during her one-on-ones with the team.

Dr. Chang smiled. “That’s why we have you! Thanks for keeping everything running smoothly.”

Dana returned to her desk after he left, reflecting on the week. It hadn’t been without its challenges, but watching the team rally around Maya reminded her why she loved this job. Building something that worked—a team that supported one another—was worth every ounce of effort.

In Next Month’s Edition: 

When relentless rain forces Bright Smiles Dentistry to close temporarily, Dana is left navigating a whirlwind of logistical challenges: how to communicate the closure to her team, determine who gets paid, and plan for reopening. With employee questions pouring in as fast as the rain outside, can Dana keep her team calm and the practice afloat? Find out in April’s chapter, “Rainy Days and Paydays.”