The Trick to Hiring the Perfect Dental Office Manager for Your Practice

As with all things in business – there is no “trick”.  Hiring the right team members to help you create your office culture is a challenge.  They need to be efficient, helpful, friendly, skilled, and foremost – share your passion for helping patients and making your practice a success.  One of your key hires will be your office manager.  They will direct practice personnel, interact with patients, explain (and sell) treatment plans, manage P&L, and help you establish the “personality” of your dental practice.  A good office manager will let you focus on production, a great office manager will help you be a success.

So first, you need to know what kind of a practice YOU want to operate.  Your outline for patient care and practice success will set the tone for the type of team member you hire for office manager.  Your priorities will become their priorities.  If quickly answering the telephone in a friendly manner is not important to you, neither will it be for them.  If they perceive you don’t like treating lower-income patients, your office manager will reflect this to patients and staff.  Your bad day or off-hand comment will directly affect how your new office manager directs staff and the treatment of prospective patients.

This isn't intended to make you nervous or increase pressure, but to help determine the goals for your dental practice so you make hiring decisions that compliment your personality.  Here are a few tips to help you find a great office manager for your new practice.

Qualities to Look for in a Dental Office Manager

·         Organizational skills:  You need your office manager to be on top of ALL the paperwork and processes that keep your dental practice running great.

·         People skills:  A good office manager will not be afraid to make eye contact, small talk, and know how to make patients feel at ease.  They will be able to convey these skills to other team member by example and coaching.

·         Customer service experience:  Anyone who has worked with the public has handled a difficult customer.  A skilled team member will understand the adage, “The customer is NOT always right – but they are ALWAYS the customer.”  Hiring an office manager with experience in finding a positive resolution for unhappy customers will have the skills to redirect the ire of a dissatisfied patient.

·         Phone skills:  A strong, friendly, engaged individual on the telephone will set the tone for the patients’ perceived experience once they enter the practice.  A clear, well-spoken, and kind telephone personality will be the difference between prospects choosing your practice over another.

·         Sales:  With growing competition for dental patients, “sales” is no longer a dirty word.  Your office manager will likely also be your treatment coordinator.  This takes a personality who can clearly explain your notes and treatment plan to the patient.  They will listen, offer suggestions, and “sell” your suggestions to help the patient realize THEIR goals for an improved smile.

Interviewing and Hiring the RIGHT Practice Office Manager

Your office manager will have a more fluid job description than any other member of your team.  Unlike your dental hygienist or dental assistant, they right office manager may not specifically have training in a dental environment.  Due to this it is likely you will receive more applications with more diverse backgrounds for office manager than for any other position you need to fill.  This will give you more choices for right candidate, but will require more attention to the selection process.  Here are a few suggestions for making the right hire for office manager.

1.       Conduct the initial interview over the phone.  The best way to understand what your prospects and patients will encounter on the telephone is to hear how the candidate interacts with you on the phone.  Your impromptu questions will help you determine if the candidate is the right “voice” for your dental practice.  Trust your gut.  If you don’t hear what you’re looking for, move on.

2.       Ask for both professional and personal references.  Take references seriously.  The people for whom the candidate has worked and with whom they have worked are a good insight into how they will fit into your growing practice.

3.       Include scenarios in your final interview.  Use your personal experience to create events for the candidate to respond.  This will allow the candidate to demonstrate how they can handle a potential situation which can happen at your practice.  You top candidates will have good listening skills, will be able to understand the situation, and offer several options to correct this matter.  The right candidate will demonstrate they can “think on their feet”.

4.       Trust your instincts.  As we stated in item one, this may be your most reliable way to determine if you have a great candidate.  Your first impression will be your prospect and patients’ first impression.  If you are not impressed by the candidate’s demeanor and how they conduct themselves during the interview – move on.

Click here if you are interested in owning YOUR dental practice, or would like to download our free eBook, “The Profitability of Dentistry”.

#jointherevo, #practicemanagement, #dentalpractice, #dentalhiring