The Missing Piece: Recognizing Your True Value in the Dental Office
Have you ever felt you aren’t valued in your position or that your team or patients think you are “just” a receptionist or the least valuable office member? Do you believe people have that impression of you, or are you being your roadblock?
I’m here to tell you that there is so much more to you than that! Here are some tips to help:
Place Importance on Your Role
On multiple occasions, I have had a coworker say when introducing themselves that they are “just” the patient coordinator or “just” the treatment coordinator. So many times, you are the first point of contact when someone walks into the office and the last point of contact when they walk out.
YOU could be the sole reason someone does or doesn’t return to your practice.
Solidify Office Policies
Every person in the office has their piece of the puzzle to make the patient feel comfortable and want them to return for a return visit. From entering that door to seeing the doctor or the hygienist, talking over treatment, or paying for their visit.
This is also why it’s essential to have policies and procedures in place so there isn’t any room for error. A patient is more likely to return when things run smoothly, and they leave feeling confident in the treatment they just received.
Recognize Your Value
You are the only person who can place value on your position. Holding a title means nothing unless you believe in the value behind it.
Just because someone has a higher title does not mean you are less or more important than that person. Everyone can do great things, but you have to get out of your way and prove them wrong!
About 36% of people in the United States fear the dentist or dental treatment. If that patient doesn’t feel comfortable after that first phone call, will you secure an appointment with them, or will they keep their reserved appointment?
I will never forget a conversation with a patient at my previous office. She was in tears on the phone, just trying to schedule her visit with us. I could hear the fear in her voice, so I excused myself to a more private room to talk to her without interruptions, and we got her scheduled!
The day she came in for her visit, she walked into the office with tears and barely made it through the door; I grabbed a box of tissues and went out and sat next to her to introduce myself. She made it through that first appointment and continued coming to her future appointments to get back on track with her oral health.
That day, I was not “just” a receptionist; I was someone who listened and showed compassion for the person on the other end of the phone.
Always remember that we can change lives; we have to allow ourselves to get out of our way!
About the Author
Sally Polito, MAADOM
Sally Polito has been with Veranda Dentistry for 9 years, 4 of those being the Office Manager overseeing two practices in Iowa.
She is a lifetime member with AADOM and was a Practice Administrator of the Year nominee in 2021. She received her FAADOM in 2023 and MAADOM in 2024.
In her downtime, you can find her reading, traveling, and spending time with her family.
