Seating Your Bench Like a Hockey Coach: Insights from a Practice Administrator
As a Practice Administrator, I often find myself drawing leadership lessons from unexpected places.
One of the most vivid examples is how managing a dental care practice is like coaching a hockey team. Just like a hockey coach, we must “seat our bench” strategically, ensuring that every player (or team member) is positioned to deliver their best performance.
Whether we are at the ice rink or in the dental office, building a winning team is the key to success.
Understand the Team’s Dynamic
In hockey, a coach must know the strengths and weaknesses of every player.
The same applies in a dental care practice. As a Practice Administrator, it’s crucial to understand each team member’s capabilities, personality, and work style.
Some employees thrive under pressure and can handle back-to-back patients without breaking a sweat, while others excel in more focused, administrative roles. Understanding these dynamics allows you to assign tasks in a way that maximizes productivity and morale.
For instance, if your front desk staff is overwhelmed during peak hours, it’s like a coach leaving a tired forward on the ice—inefficient and unproductive. Recognize when team members need support, rotate roles where appropriate, and ensure the workload is distributed according to each person’s strengths.
This keeps the practice running smoothly and ensures no one feels burnt out.
Position Key Players for Impact
In hockey, coaches strategically position their best players to influence the outcome of the game.
In a practice setting, certain roles are critical at different times. For example, when patient volumes are high, you need your most efficient treatment coordinators or assistants front and center. Likewise, during times of change or a new system rollout, you need strong, adaptable leaders in place to guide others.
Think of your team as lines on the ice: the first line handles the most critical situations, the second line brings balance and consistency, and the third line can be relied upon to give others a break while maintaining performance.
Knowing when to call on these different “lines” is the essence of seating your bench.
Continuous Training and Development
Hockey teams are constantly practicing, drilling, and improving their skills.
A high-functioning medical or dental practice should follow the same approach. Investing in ongoing training and professional development is crucial. Whether it is refining customer service skills, adopting new technology, or staying current with medical certifications, you should always push your team to improve.
This is especially true for emerging leaders. Just as hockey teams develop younger players to eventually take on leadership roles, your practice should have a “bench” of talent ready to step into critical positions as the practice grows.
For example, a treatment coordinator, who has already demonstrated leadership in their current role, could be seated in an Office Coordinator position to take on new tasks and responsibilities.
As a Practice Administrator, it’s essential to build a pipeline of skilled employees who can step up when needed.
Keep Your Eye on the Puck: P&L Management
One of the most important responsibilities as a Practice Administrator is ensuring the practice remains profitable and efficient. Hockey coaches monitor the game clock, shot statistics, and player endurance to ensure the team is positioned for success.
In the healthcare world, our version of “watching the puck” is analyzing the practice’s Profit & Loss (P&L) statement.
Knowing where to allocate resources and when to cut back is like making split-second decisions during a game. If your overhead costs are rising, it’s crucial to examine where inefficiencies lie and whether your “players” are in the right positions to influence the bottom line positively. Working closely with your key staff, like your doctor or Managing Partner, ensures you’re making data-driven decisions that impact the long-term success of the practice.
Promote Collaboration and Team Spirit
A hockey team succeeds when every player knows their role and works together.
The same is true for a dental care practice. Fostering a collaborative environment where communication is open and effective can make all the difference.
Encourage regular team meetings, provide opportunities for feedback, and promote a culture where every member feels valued—whether they’re front-of-office staff or clinical providers. Promoting collaboration ensures that your “bench” is strong and united.
Each player needs to know they’re a part of a bigger strategy, just as every staff member needs to understand how their role contributes to the overall success of the practice.
The Power of Strategic Bench Management
In both hockey and dental care, a well-seated bench is a game-changer. By understanding your team’s strengths, positioning key players effectively, investing in continuous development, and keeping an eye on the financials, you can ensure your practice is set up for success.
Seating your bench is about more than just filling roles; it’s about strategic decision-making, fostering growth, and building a cohesive, high-performing team that is ready to take on the challenges of the ever-evolving dental care landscape.
About the Author
Jennifer Anthony, CDA, FAADOM
Jennifer Anthony, FAADOM, is a dedicated Dental Specialty Practice Administrator with over 20 years of experience who is passionate about helping her team and practice thrive. In 2024, she earned her Fellowship from the American Association of Dental Office Management, a proud milestone in her career.
As a member of the Susquehanna Valley Dental Connection DPLN, Jennifer values connection and continuous learning. Her leadership skills and commitment to excellence make her a key driver of her practice’s success.
