Dental Office Manager Do's and Don'ts

Dental office managers can truly be a blessing. However, if given too much authority and too little supervision, dentists may be in for some unpleasant surprises. Personally, I believe that most employees have great intentions, yet that assumption paired with a lack of communication can be a recipe for practice mismanagement.


For the record, I am very “pro” office manager. Nearly two decades ago, I proudly served in that capacity in a busy general practice for two years.

Here are the top hits of what an office manager can, and in most cases should, do for you:

While you’re busy dazzling patients, diagnosing dentistry, and spinning the handpiece, it’s great to have someone to assist you in the management of your practice. This person can help manage attendance and record it, pay bills, help you track and manage the profitability of the practice, and ensure that things are running smoothly overall. Let’s face it: most dentists became dentists because they loved dentistry, not business.


In what areas should you proceed with caution?


First, unless you have a large practice (let’s say 20 or more employees), it is quite odd for the doctor to allow the office manager to handle performance issues with the other staff members. Not that the office manager cannot help guide other employees or follow up regarding substandard performance, but a doctor who works with a team member every dayshould have the courtesy or courage to talk to that person directly if they are unhappy with their performance.


Next, unless you are married to your office manager, they should not have the ability to sign your checks. Yes, I realize this may ruffle a few feathers, yet I don’t have enough fingers and toes to count the instances where dentists have been taken advantage of by doing this. Allowing your office manager to write the checks is another matter and very helpful. Signatures should be for the doctor only.


Be careful with the computer privileges within your dental software that are given to the office manager and other employees. The top level administration should be reserved for the owner only. Sadly, most dental software is installed completely unlocked, meaning all users have access to everything. Also, be sure to contact your dental software provider and give them a password or code that you will use when calling to make high-level changes. Make sure this password is unusual and not easily guessed by your team. Believe it or not, I’ve worked with practices where the office manager’s privileges were altered/reduced, and she phoned in to the dental software company and pretended to the doctor and was able to change it back, no questions asked.


Last but not least, the practice owners must have a list of all user ids and passwords as well as a contact list of major practice vendors and service people. We always want to think positive and look forward, yet you never know when an office manager could walk out… or worse, become ill and leave your practice in a tail-spin. Schedule monthly meetings with the office manager to review passwords and processes.


This list should get you started. Protect your practice. If you, the owner, don’t know how to work your dental or checking account software, take some classes. You need to be able to check in and see how things are being done. You’ll be glad you did.