Train Your Team for Success and Retention
In the current market, office managers are struggling to hire and retain a great team.
A high salary or a raise is not only unsustainable, but it does not always equate to team member success and job satisfaction. A happy team member loves what they do and wants to feel that they are good at their job. As an office manager, team success and morale fall on our shoulders. An educated team that feels supported by the practice is happier.
I have learned that employees who have a clear understanding of their job responsibilities and are both appreciated and recognized for their good work perform better. Training and a comprehensive understanding of exactly what tasks need to be done should lead to each member working independently to complete their tasks.
If you find a good team member, here are some tips to help retain them and build a great team.
How to Help Your Clinical Team
Learn the requirements in your state and understand the laws so you can clearly understand their roles. The Dental Assisting National Boards website has information listed state by state on dental assisting requirements and licenses. Your state dental board website has information on the scope of practice for dental hygienists and assistants.
Look for classes, continuing education opportunities, and certificates that are available for your team. For example, we sent and paid for our lead assistant and hygienist to complete courses and receive their Nitrous Monitoring Certificate, and paid for our CDA to study and test for her Expanded Functions dental assistant license.
Encourage your team to grow and increase their value by learning and taking on new responsibilities. Be sure to offer all required continuing education to your team at the office’s expense yearly. For example, there are HIPAA, OSHA, CPR, and medical emergencies.
Lead by taking classes yourself. I started my career as a dental assistant and still carry my license. This year, I completed the Registered Dental Assistant class and received my license. I did this to help the dental assistants on our team register, study, apply, and pass their RDAs
It is essential to support your clinical team and never ask them to perform a task for which they are not trained or certified. If a violation occurs and gets reported, the dental assistant, dentist, and practice may all face disciplinary action.
Supporting the Administrative Team
The role of the front desk administration is fast-paced and rapidly changing. My administrative team all have the same daily responsibilities, as well as one responsibility that is unique to each of them. The office has standard operating procedures for each team member’s responsibilities. We also have checklists to track daily and weekly responsibilities.
For example, one team member oversees confirmations and recare each day to maintain a full schedule for the dentist and hygienists. A second admin is responsible for reviewing Specialist letters, sending referrals, and downloading all X-rays emailed to the office. The third admin posts insurance payments, sends statements, and makes phone calls to accounts receivable.
The administrative team is further supported by up-to-date computers with two monitor screens, integrated credit card processing, quality scanners and copiers, and a modern phone system.
The Results Are Professional Growth and Team Success
In conclusion, discuss your team’s role at the practice and their personal goals. Help them to achieve those goals with continuing education, responsibilities, and recognition. When a team member achieves a goal, license, or certificate, share their success with your whole team.
About the Author
Donna Nucera, MAADOM
Donna began her career in the dental field in 1985 with an after-school job. She has worked as an assistant and on administrative teams over the years and transitioned to Office Manager at Upper Montclair Dental Associates in 2022.
Donna received her FAADOM in 2023 and her MAADOM in 2025.
