“I’ll take care of it.”
For a dental office manager, these are truly magic words. When your dentist rushes up to you, holding his gloved hands up in the air to keep them clean and asks you to find the patient that is supposed to be here for his root canal or to make sure the financial arrangements are handled for the crown in room 3, now is not the time for a lengthy conversation or an eye roll because the dentist is clearly in a hurry. A quick nod and the magic words, “I’ll take care of it” will bring you success every time.
In my practice, I train my staff on the general levels – this means that I’m training staff on people skills, conflict dental management, problem solving, etc. so they can learn the skills that will allow them to use their clinical/administrative knowledge. Without people skills, patients won’t open their mouth and staff won’t cooperate – all the x-ray licenses in the world won’t help the assistant who offends patients and drives them out of the practice. As part of the general levels dental staff training, we talk about