We all know how difficult it is to find trained dental team members. One area of the practice where hiring without dental experience is often possible is the administrative team. This can be an excellent option, especially if you have a patient, experienced team member available to train them. A successful admin hire needs strong customer service skills and a genuine willingness to learn.
While we often do a great job teaching new administrative team members the mechanics of their role, we frequently fall short when it comes to clinical knowledge. Too often, we assume they will “pick it up” over time by simply being around the practice. Unfortunately, neglecting this part of training does a disservice to both your team member and your practice.
Administrative team members are commonly first trained on hygiene recall calls because the task feels straightforward and easy to delegate. While this is a logical starting point, problems arise when patients push back with comments such as, “I brush regularly at home,” “They just want my insurance,” or “The dentist barely looks in my mouth.” Without a solid understanding of what happens during the appointment—and why it matters, your admin team may struggle to confidently and effectively respond.
To avoid this, every type of appointment in your practice should have a clear, standardized description outlining what occurs during the visit. This ensures that all team members deliver a consistent message to patients. Below is an example of how a hygiene appointment might be explained. Use this as a starting point, then challenge your team to create similar outlines for other procedures in the practice.
What Happens During a Hygiene Appointment:
- Your mouth will be screened for oral cancer by examining your mouth, throat, and neck. Early detection is critical for successful treatment.
- Your teeth and gums will be evaluated for signs of decay, gum disease, and other oral health concerns.
- Your tongue and bite will be assessed to ensure everything is functioning properly and that no changes have occurred.
- If appropriate, X-rays may be taken to view areas beneath the gumline and inside the teeth, allowing issues to be identified early.
- Plaque and tartar buildup will be removed to help prevent tooth decay and gum disease.
- Using a mirror and probe, your hygienist will check for cavities or other signs of tooth decay.
- You will receive personalized tips for maintaining good oral health at home, including brushing and flossing techniques.
- Your teeth will be evaluated for signs of wear, which may indicate clenching or grinding.
You may also want to equip your administrative team with specific verbiage for patients who are hesitant to follow the periodontal maintenance intervals recommended for them. Verbal skills are tools, and without providing the right tools, you can’t expect consistent results. Consider asking your hygienists to share the language they use to help patients understand the importance of maintaining their recommended hygiene schedule.
When you take the time to do this for all procedures in your practice, you’ll find that new administrative team members are able to confidently and accurately represent your office far sooner than expected.
