Say Goodbye to the “Front vs Back” Battle!
Let’s face it—at one time or another, we as leaders have faced the challenge of the clinical team blaming the administrative team and vice versa.
Here, you’ll discover tips that have eased the tension between departments and created a more cohesive team. These tips are about resolving conflicts and fostering a culture of empathy and understanding in our dental practice.
Try Wearing Their Shoes for a Day
The most beneficial exercise is simply having team members switch places.
I know you’re reading this and thinking, “What?!” but go with it.
Many times, the tension comes from employees needing to fully understand what goes into each job role.
By experiencing different roles, not only do they gain a deeper understanding of their colleagues’ work, but they also enhance their skills and empathy.
During COVID, I was blessed with the experience of learning to be a dental assistant on the fly for almost a year. While I had minimal experience prior, I did have a radiation certification, but I had never taken a single PA, BWX, or even an FMX. I had to learn on the fly during those days.
Stepping away from the desk and into the clinical area opened my eyes to what it was like to be a dental assistant and understand the demands of the role. It also allowed me to understand and create a better schedule flow for the future.
Experience Something New
Have a member from your administrative team help with sterilization, seating patients, or even chairside for a few hours. Stepping into the back gives the administrative employee a real-time experience that puts the schedule into perspective.
Understanding the Chaos of Scheduling
Sometimes, a schedule can look perfect on the computer but can be chaos in real life. Participating in the appointments will help with future scheduling, leading to a better day flow. It can also put into perspective the amount of running around, setting up, cleaning, patient care, time management, etc., that goes into the assisting role.
Giving the Check-in Desk a Try
Switch it up and bring a dental assistant to the check-in desk. This is a crucial area as the person assigned here is the first point of contact when a patient steps in; they set the tone for the appointment.
They have an important role in:
- ensuring patients’ paperwork is up to date
- their insurance is correct
- collecting their coinsurances
- answering the phone 17 times an hour
- filling the schedule for the next day
- verifying insurance benefits.
Having a clinical team member experience the front desk in its busiest form allows them to realize that the administrative team doesn’t “sit around all day” but is juggling quite a few tasks simultaneously.
Feel What It’s Like in the Hot Seat
Another great exercise is to have one person sit at the front desk while the entire team sits in the waiting room and stares at them. While this may seem silly, it opens the person in the “hot seat” ‘s eyes to what it is like when patients are not seated on time. Plus, it is a great icebreaker and team bonding moment. It is guaranteed to bring lots of laughs.
The Importance of Trying Out Different Roles
It is wildly beneficial for each team member to experience each role in the office. Although we have different departments, it is imperative that each come together to form a cohesive practice.
These exercises will allow less tension and hostility between employees and foster a sense of unity and shared understanding. This, in turn, leads to an easier flow to the day when everyone is aware of the day!
About the Author
Tiffany Yeckel, FAADOM
Tiffany Yeckel, a Virginia native, started in dental over 11 years ago. She was inspired to work in dentistry because of her experiences as a patient with the dentist, and she now manages the practice!
She enjoys being able to connect with patients who are undergoing procedures that she has experienced first-hand.
Tiffany has been a member of AADOM since 2019, and she received her Fellowship (FAADOM) in 2022.
