Dental Practice Management in Need of Clear Definition
I often wish there were a clearer, more defined explanation of what Dental Practice Management involves, especially when it comes to the duties and responsibilities of a Dental Office Manager. I have carried that title in our Dental Office for many years, and yet continue to find numerous examples of dental offices who have completely different definitions and duties associated with this title.
In our Dental Office, I often find myself feeling very much like a Professional Juggler, due to the wide variety of responsibilities I hold in my position. I’m not strictly the Dental Office Manager, but I juggle several different titles and duties during the course of each day, that even I don’t know what exactly my title should be. Jokingly, I sometimes refer to myself as “The everything, everywhere person”, because I’m usually “changing hats” several times a day and if I’m not there every day the office closes; literally. (More about that in coming posts)
Not only do I carry the title of Office Manager, but I’m also the Dental Assistant; X-ray Tech; Sterilization/OSHA Manager; Recall Coordinator; Receptionist; Dental Insurance Coordinator; Patient Advocate; Appointment Scheduler, Accounts Receivable Manager, and the Emergency On-Call person during weekends. I’m sure there are a few more “titles” I could throw in, but I think you get the idea. I manage the Front Desk and everything associated with it, Assist the Doctor with procedures, take and process X-rays, help our Part-time Hygienist with any number of things in order to keep the normal daily flow going. And somehow manage to keep the schedule full of patients for the Doctor and the Hygienist, all at the same time.
I guess it isn’t any wonder why I sometimes feel frustration when leaving at the end of the day, knowing there were return phone calls to patients that I didn’t have time to make, letters to other doctors still needing to be typed and mailed, phone calls to insurance companies to inquire why a claim was denied, and so much more. I simply cannot fully complete all the aspects of my responsibilities during the course of a day, or even a full week, because there is always so much I haven’t literally had time to get to.
I try not to allow myself to become frustrated, and even depressed at times, about the responsibilities I carry as a, well…you pick the title. But every time I’m assisting the doctor and the phone starts ringing at the front desk, I feel a twinge of guilt that patients are not able to reach me easily to schedule an appointment or ask a question about treatment. After completing treatment on a patient, and cleaning and sterilizing the room, taking payment from the patient or submitting the insurance claim, I then have barely a few minutes to check for voice-mails and return their calls because the doctor is waiting for me to assist him on the next patient.
If I could choose one title, one position with clearly defined duties and responsibilities, one job that I would want to have, it would be that as a REAL Dental Office Manager. Unfortunately, I don’t think the doctor really knows what a dental office manager does. Take away the Chair-side Assisting (unless needed in a pinch), as that position is not the one that really makes me tick. What really gets my juices flowing is the interaction with the patients; discussing treatment options with patients; helping them to understand the need for treatment; providing affordable payment plans and options; and helping patients to feel more at ease and comfortable the moment they walk through the door, and doing everything possible to take the best care of our patients, and continue to work together as a team for the benefit of our patients.
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