There’s a common misconception that administrators hold the least important role in a dental office and can be replaced without causing much disruption. This belief often comes from individuals who don’t fully understand that the administrator is, in fact, the face of the practice; playing a crucial role in shaping every patient’s first and last impression. And as we all know, first and last impressions tend to leave the most lasting impact.
The Office Administrator serves as a goodwill ambassador for the practice, engaging with patients both over the phone and in person. They communicate the services offered, educate patients and parents, and ensure every interaction reflects the values and professionalism of the office. In many ways, they are the key to excellent customer service and the patient experience as a whole.
From the very first point of contact—whether it’s a phone call, a walk-in inquiry, or an email, the administrator sets the tone. A negative first impression can prevent a potential patient from ever returning, which is why this role is so vital.
If a new patient’s initial contact is by phone, it’s essential that the administrator answers promptly, ideally by the second ring, using a friendly and professional tone. They should be well-informed, able to answer questions confidently, and collect necessary information efficiently. Clear, concise communication is key, without unnecessary pauses or delays. Follow-up is just as important: sending timely emails with medical forms, appointment confirmations, and other relevant details shows professionalism and builds trust.
When a new patient walks into the office, the administrator must immediately acknowledge their presence, offer a warm smile, and let them know they’ll be assisted shortly if currently busy. Ignoring someone who walks in, by focusing solely on a computer screen, for example: can make the patient feel unimportant and potentially drive them away.
In today’s fast-paced, tech-driven world, timely responses to emails or texts are expected. Whether a new patient reaches out via email or an existing one sends a message, the office should aim to respond within an hour during regular business hours. Delays can make patients feel undervalued and leave a poor impression of the practice.
Patient departure is just as important as arrival. After their appointment, they should be greeted with a warm smile and given a proper handoff from the clinical team. Any information about future visits or promised follow-ups should be communicated clearly and delivered promptly.
It’s essential that your administrators understand their purpose. Their role extends far beyond simply answering phones or checking patients out. They provide essential support for patients’ oral health, create a welcoming and positive environment, and keep the day running smoothly for the entire team.
Given the level of responsibility administrators carry, it’s critical that they receive proper training. Their effectiveness directly enhances the overall clinical experience and contributes to the success of your practice.
