Make no mistake about it – an office manager is going to be an extra salary for your practice and it may take a hard swallow to decide that you're really going to spend the money to bring in another person who will have no role in the operatory. However, you have to look at the ROI of having someone else take the financial worry away from your mind. Peace of mind is a priceless thing. Jeffrey Hayzlett, the former chief marketing officer for Kodak, once said that ROI could also be translated into the "return on ignoring." How much is your practice missing because it's running the same way it's always run?
Regarding salaries, Kip Tindell, the CEO of The Container Store, recently said, "One great person equals three good people. Following that logic, you can pay great employees double and still come out ahead."
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Of course, you also have to know where to find a great office manager. My advice is to look in the same places where you'd find any other type of great employee. Look outside dentistry and into other fields to find someone who is good at what they do (crunching numbers and solving problems) and see if they're ready for a new challenge. Also, don't hesitate to contact the AADOM if you're looking for some leads. This group has grown exponentially over the last few years and is now "the place" for dental office managers to network.
Speaking of the AADOM, I would also strongly advise you to have your office manager become a member of that organization. In the same way that hygienists and assistants can evolve into better team members by attending courses designed for them, the office manager can learn from his or her peers through this organization that offers virtual study clubs, an annual meeting and even certification (Fellowship) when they have completed the corresponding curriculum. The added plus – Patterson and AADOM have become solid business partners, with Patterson being the exclusive Diamond Sponsor of the association. Their level of commitment to providing resources to this very important position in the office is obviously the way they are partnering with AADOM. From being a resource for local study clubs to offering scholarships to the annual conference, Patterson has stepped up to the plate to recognize the importance of this position in the dental industry.
What's the bottom line? A strong office manager can take the financial worry away from you and become one of the biggest assets you have in your practice. You can focus on your job and customers will feel the difference when they step through the door.
Kevin Henry has worked at PennWell Corporation in Tulsa, Okla., for more than 10 years and currently serves as the editor of Dental Assisting Digest and Proofs, as well as the managing editor of Dental Economics. Kevin earned his bachelor's degree in journalism from the University of Tulsa and received his master's degree in communications from the University of Oklahoma. He can be reached by email at kevinh@pennwell.com.
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