Who Has the Reins? The Vital Role of a Dental Office Manager
The dental office manager is vital to an office’s success and often holds the reins of the practice. They are the key players who ensure there are no malfunctions in operations or patient care. Keeping a tight rein presents many challenges, and it only takes one small ‘bump in the road’ to lose control.
A good office manager is a natural-born leader, comfortable taking the reins and addressing issues. The most imperative skill an office manager must have is practical, straightforward, and empathetic communication with patients and the dental team.
The office manager is the first point of contact for patients and staff. Establishing and adhering to clear rules and regulations is essential to steering the office in the right direction.
In our practice, we have two office managers with clinical experience. The administrative office manager is a dental hygienist, and the clinical office manager has 11 years of experience in assisting. This is useful in bridging the gap between administration and clinical operations.
Aligning the Team
Meeting with the dental team regularly is an opportunity to open lines of communication and bring everyone together on the same page. Once everyone is in sync, each team member’s role is to attract and retain loyal patients.
Meeting with the practitioners to determine their production and patient load expectations is essential to setting scheduling goals. Establishing specific cancelation policies is vital for patients prone to canceling appointments.
Patient Expectations
Our practice provides multiple opportunities for patients to confirm their appointment with us, starting several days before their appointment. If a new patient misses their first confirmed appointment, which is not due to an emergency, they will not be reappointed. If an established patient misses three confirmed appointments, they will be dismissed.
We verbally warn them of our policy on their first visit and again after their second missed appointment. For patients running behind, we allow a grace period of 30 minutes. If they arrive past the 30-minute mark, we will reschedule the appointment if we cannot work them in.
Proactive Insurance Verification
Mastering the art of clear and concise communication with patients is not just a skill but a superpower that can significantly impact patient acceptance and satisfaction.
The ability to explain treatment plans and financial information in a way that patients understand and appreciate is a game-changer.
At our practice, we verify a patient’s insurance benefits the day before their visit. This proactive approach ensures we can address their coverage and financial responsibilities before rendering treatment, eliminating any potential questions or surprises afterward. This, in turn, empowers our patients and enhances their experience and satisfaction.
The office manager—a beacon of leadership—keeps the team focused, manages the business operations, and makes patients happy. They are a source of trust and confidence for team members and patients and a catalyst for a positive work environment.
A good office manager sets a positive tone for the office, creating a unified and organized work environment. This inspiring environment increases patient satisfaction and retention, which, in turn, leads to a productive and efficient practice.
About the Author
Chasity McCord, RDA, MAADOM
Chasity McCord, RDA, MAADOM, has been in dentistry for 10 years. She started her career as a Dental Assistant. Chasity transitioned out of the clinical team 3 years ago to become the Office Manager for a pediatric dental office in Gadsden, Alabama.
Chasity was inducted into the AADOM Fellowship program in 2022 and received her Mastership during the AADOM 2024 Conference in Las Vegas, Nevada.
