Have you ever considered the sheer volume of expertise your Office Manager (OM) must maintain to truly be the go-to specialist in your practice? Their role spans human resources, dental software proficiency, clinical understanding, treatment and hygiene coordination, customer service, analytics, marketing, leadership, accounts receivable, budgeting, payroll, IT troubleshooting and they’re still expected to help drive growth for the entire office. There’s no other position in the practice that demands such a broad skillset, and in many areas, your OM may even have more hands-on knowledge than the owner.
It’s no surprise that some owners fear the whole operation might crumble if their OM were to leave. Many rely heavily on their OM to complete tasks they themselves may not know how to do. When you truly reflect on the level of expertise required to run a dental office, it’s staggering and also reassuring if you have someone in place who can carry that responsibility effectively.
To set your OM up for success, certain structures need to be in place. Start with a thorough, detailed job description that clearly outlines expectations. You don’t want to discover a year or two later that a crucial task has been overlooked simply because each of you assumed the other was handling it.
Provide your OM with decision-making authority and stand behind their choices. Establish clear parameters, but treat your OM as a management partner rather than just another employee. This not only alleviates decision-making pressure from you but also allows you to focus more fully on delivering exceptional patient care.
An OM must be skilled in both leadership and numbers. They shouldn’t just record data, they should be able to analyze it with you, helping to steer the practice forward based on results. A practice that isn’t growing becomes stagnant quickly. Leadership, of course, isn’t about dictating. It’s about fostering strong relationships, encouraging team involvement, and being confident in decisions, especially when navigating change. While an OM may not perform every task in the office, they must thoroughly understand each role, its challenges, and the principles that lead to success. Someone who is only good with people or only good with numbers cannot lead your practice with the same effectiveness as someone who excels at both.
Yet many OMs carry a tremendous burden. They feel responsible for the entire office and often lack a support system when facing challenges. They’re expected to have answers, not questions, which makes it your responsibility as the owner to ensure they have the resources and guidance they need to thrive.
Reflecting on my own years as an Office Manager, I realized how little formal training exists for people in this role. Growth often depends on finding a strong mentor, and most continuing education provides broad concepts that may not translate directly to your practice. I always wished for a mentor who could connect me with other OMs and help me problem-solve without relying solely on trial and error.
That’s why I’ve created a Mastermind Group for Dental Office Managers, designed to offer small-group peer support, customized systems tailored to your practice, and focused leadership development. If you’d like more information, I’d love to connect with you.
