In a recent Becker’s Dental Article, they asked Dentists, “What are some potential solutions to help alleviate staffing shortages in dentistry?” One Doctor simply replied “Dental offices need to get ready to train staff themselves.” Which we know can be extremely challenging and frustrating due to the lack of time, resources and ability to know new employees are being trained correctly and efficiently. But, some of the best placements I have ever made, were candidates who were entering the dental field for the first time. Everyone has to start somewhere and if you take the time to hire and train someone from outside of dentistry, you might find yourself with one amazing lifelong employee.
With that being said, I haven’t worked the front office of a dental practice in several years, so I turned to my friend Dr. Alevtina Malakova to assist me with this article.
Dr. Alevtina Malakova (Dr. Tina for short) is a general dentist who graduated NYU Dental in 2010. Then she completed her MGE’s Management Executive Training in 2012. Having worked physically with patients, and online via Teledentistry, Dr. Tina has come to use her expertise in educating dental staff members and patients with valuable information about the dental field and oral health! Her goal is to
make dentistry easy for others to understand…and provide some insider scoop as an experienced dentist, as well.
Here is what Dr. Tina has to say about Hiring, Training and Retaining Dental Front Office Personnel.
How to Hire Front Office Staff from Outside of Dentistry
In the dental industry, finding qualified front office staff can be challenging, especially when considering candidates from outside the field. Dental office owners face the dilemma of hiring support staff who may lack the foundational education needed to excel in a dental setting. However, with the right approach and training, hiring from outside the industry can be a successful strategy.
When posting your jobs, mentioned experience is preferred, but you are open to hiring someone with a medical or strong customer service background.
Bridging the Knowledge Gap in Dental Offices
Consistently, dental practices across the United States are found to be struggling with a knowledge gap among their crucial support staff. This gap can lead to confusion, miscommunication, and a diminished patient experience. Dental Receptionists, schedulers, office managers, treatment coordinators, insurance/billing coordinators, and even dental assistants frequently rely on informal, inconsistent training that fails to provide a comprehensive understanding of dental concepts.
Most dental staff members learn their roles through informal knowledge passed down from coworkers. While this “on-the-job training” can be effective, it often lacks consistency and accuracy. New hires may pick up bits and pieces of information from various offices without any standardized guidance or supervision, leading to significant problems in understanding and competence.
The Need for Structured Training
Creating well-informed and competent staff is vital. Dental concepts within the field of dentistry are complex, and dental health professionals spend years acquiring their expertise. Expecting support staff to absorb important, basic concepts informally is both unrealistic and unfair. Access to a structured, guided educational course is essential for equipping staff with the foundational knowledge they need to perform their roles confidently and competently.
When dental staff lack proper training, it shows. Patients often ask questions that require knowledgeable answers, such as why different treatments are recommended for similar conditions. Staff should be able to explain dental concepts clearly and accurately, easing patient concerns without constantly seeking the dentist for answers.
Without a solid educational foundation, staff may rely on sources with unpredictable content, like YouTube or Google, or hesitantly ask coworkers for responses, undermining their confidence and the patient’s perception of the practice.
Structured training offers numerous benefits, including enhanced confidence and competence among staff, who will be able to handle patient inquiries with ease, thereby improving their job satisfaction and efficiency. This, in turn, leads to improved patient trust and experience, as patients feel assured that they are in capable hands, resulting in higher satisfaction and loyalty. Additionally, streamlined operations allow dentists to focus on complex procedures without constant interruptions for basic explanations,
significantly enhancing overall office productivity.
The Solution: Dentistry 101
To address this critical need, finding guided and comprehensive content that can be used for onboarding of any dental office staff member can be invaluable. It can help with tips, tricks and insider knowledge of covering the basics and foundational concepts of dentistry, office visits and requirements, dental insurances, dental technology, and more.
With a comprehensive training plan in place, staff can be taught the knowledge they need to:
- Understand and use dental terminology confidently, in order to master dental-specific vocabulary, understand the context in which different terms are used, and be able to communicate in both written and oral communication with professional interactions within the dental team and with patients.
- Explain general dental procedures and concepts to patients, since knowing the procedures will allow staff to break down complexities into simple, understandable explanations for patients. They would know which visual aids, diagrams and models to use as tools to show and explain why certain procedures are necessary.
- Differentiate between what they can explain and what requires a dentist’s expertise, since team members would have a clear understanding of the boundaries of their role and the extent of information they are authorized to provide, and stay within the scope of practice, so as to maintain compliance and patient trust.
- Competently interact with patients and increase their satisfaction, knowing how to handle those different patient scenarios, and using patient feedback to continuously improve their communication.
Ways To Train
Creating a training plan does NOT have to be time consuming or stressful on the doctors part. There are options to oursource training and here are the top three.
• Having a consultant or trainer come into the office, to review and train the dental
team information that they are lacking.
• Online training courses
• Employee Handbook that has all this information written down, and make
each staff member study it and test on it.
To assist Dentists and their teams with the dilemma of hiring persons from outside of dentistry or just to ensure your current team has all the knowledge they need, Dr. Alevtina Malakova has created the online course “Unlocking Dentistry 101 – Dental Concepts and Insider Scoop.”
Any dental staff member will find this course very valuable for their growth in their dental journey. It serves as a base-level guided approach for those currently in a dental setting, and helps with defining the different aspects of the dental field, its procedures, and office work flow for those who are looking to start working in an office. Dental office owners will benefit in encouraging any of their staff to enroll in this course as a reliable source of educational content, created by a dentist, since learning the essential dental fundamentals is the first step in being productive in one’s role. Investing in one’s education is crucial for the future success of yourself, the longevity of your team, and the reputation of the dental practice.
Unlocking Dentistry can be found by clicking here.
If you are ready to hire either experienced or entry level dental front office personnel, head to DirectDental and post your job today!
Thank you Dr. Tina for your brilliant insight!
Smiles,
Holli Perez
DirectDental
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