Dental Office Manager Day to Day Duties

While every position in a dental practice is critical, when it comes to expansion, the Office Manager stands out as the linchpin of success. A position that is often misunderstood – there are as many definitions for an “Office Manager” as there are practices, the Office Manager is not just the senior-most person at the front desk; they are the executive steering the ship of your practice. So, what duties would be included in an Office Manager’s average day? Well, that’s what I want to discuss in this week’s post.  We’ll also examine an OM’s responsibilities, the importance of their role, and how, when the job is properly done, it can elevate the productivity and profitability of your practice.

 The True Role of a Dental Office Manager

The heart of a dental practice is creating healthy patients.  And here’s where the first disconnect normally happens in the health care field. We’re patient centric – so we forget that we’re also running a business. There’s the belief that these two concepts (running an efficient, profitable, business while at the same time providing high quality, compassionate patient care) can’t exist at the same time or in the same place! Well, they absolutely can. And for that matter – you need to do both for sustained growth.  And this structure and growth provide the economic framework to continue providing excellent care.

So, how does the Office Manager fit in? Well, from a business perspective, they would be the corporate world equivalent of a Chief Operating Officer (COO)—a role that encompasses not just running the business but ensuring its expansion and profitability.

An effective Office Manager is not merely a taskmaster who answers phones and files insurance claims. They are an executive responsible for the overall management of the practice, coordinating everything from patient flow to financial health. In smaller practices, they might wear multiple hats, such as Treatment Coordinator or Insurance Specialist, but their primary focus should always be on the bigger picture: running the business.

Morning Routine: Setting the Stage for Success

A productive day in a dental practice starts with a well-structured coordination meeting. We call this the “Morning Production Meeting.” (Download a handout explaining this meeting here). The Office Manager’s first task is to prepare for this crucial meeting, which sets the tone for the entire day. This isn’t just any meeting—it’s a coordination session where the day’s production and sales goals are mapped out.

Preparing for the Morning Production Meeting

Preparation is key to an effective morning meeting. The Office Manager should ensure that everyone attending the meeting, from the front desk staff to the dental assistants, comes prepared with the necessary information. The first order of business is to confirm that the schedule is accurate. This includes checking for any last-minute changes, cancellations, or emergencies that may have cropped up.

In the meeting, the focus should be on coordinating the day’s sales and production. For instance, if a patient has outstanding treatment that wasn’t accepted previously, the team needs to strategize on how to present it again effectively. The Office Manager leads this discussion, ensuring that each team member understands their role in achieving the day’s goals.

Conducting the Morning Production Meeting

The morning meeting should be quick, efficient, and to the point. The Office Manager leads the team through a review of the practice’s statistics—where they stand in terms of production, collections, and new patient acquisition. These stats are critical because they help the team understand whether they are on track to meet their goals for the week and the month.

The Office Manager also ensures that each team member takes ownership (accountability) for their respective areas. For example, the Scheduler wouldn’t just report the production statistics – they would OWN it. I could give you a number like I’m “doing you a favor” or I could KNOW that this is my statistic that I am responsible for and I’m reporting this number to you, along with what I’m going to do to improve/debug or reinforce productivity in the area. There’s a key difference in these viewpoints and it’s the Office Manager’s responsibility to ensure that the team knows their metrics and are accountable for them. This ensures that everyone is focused on the end goal: increasing the practice’s profitability while providing excellent patient care.

Throughout the Day: Keeping the Wheels Turning

Once the morning meeting is over, the Office Manager’s day is far from done. In fact, it’s just beginning. Throughout the day, the Office Manager must keep a close eye on the practice’s operations, ensuring that everything runs smoothly and according to plan.

Monitoring Production and Sales

One of the most critical tasks is to monitor the day’s production and sales. The Office Manager should be following up on the production targets and action steps agreed to in the Morning Production Meeting to ensure they are being done. If a particular case isn’t closing, or action step isn’t happening, it’s up to the Office Manager to figure out why and take corrective action.

Additionally, the Office Manager needs to ensure that the practice capitalizes on all sales opportunities. This means keeping tabs on the schedule and making sure that any gaps are filled with productive appointments. If the day’s production is falling short of the goal, the Office Manager must be proactive in finding solutions, such as reactivating patients or moving up appointments.

Ensuring Patient Retention and Satisfaction

Patient retention is another area where the Office Manager plays a crucial role. It’s not enough to just bring in new patients; the practice must also retain its existing patient base. This involves regular communication with patients through phone calls, emails, or text messages, ensuring that they remain engaged with the practice.

The Office Manager should also be on the lookout for any issues that might affect patient satisfaction. Whether it’s a scheduling conflict, a billing error, or a clinical concern, the Office Manager needs to address these problems swiftly and effectively to maintain the practice’s reputation and patient loyalty.

End of Day: Wrapping Up and Planning Ahead

As the day comes to a close, the Office Manager’s work is still not done. There are several end-of-day tasks that are crucial for ensuring the practice’s success, both now and in the future.

Reviewing the Day’s Performance

The first step is to review the day’s performance. This involves going over the day sheet to ensure that all production is accurately recorded and that the financials are in order. The Office Manager should also check that all payments and deposits are correctly logged and that there are no discrepancies.

Planning for Tomorrow

Next, the Office Manager needs to look ahead to the next day. This includes ensuring tomorrow’s schedule is confirmed and set, and that there are no gaps in the production (and having a plan if there are).

Weekly Responsibilities: Keeping the Practice on Track

In addition to their daily duties, the Office Manager has several weekly responsibilities that are essential for the long-term success of the practice.

 Staff Meetings and Coordination

One of the most important weekly tasks is holding a staff meeting. This is a time for the entire team to come together, review the week’s performance, and plan for the upcoming week. The Office Manager leads this meeting, ensuring that everyone is on the same page and that any issues are addressed promptly.

The Office Manager should also have a weekly meeting with the practice owner. This is a more strategic meeting where they review the practice’s performance, discuss any challenges, and set goals for the future. See this video for more information.

Payroll and Financial Oversight

Another critical weekly task is reviewing and approving the payroll. This includes checking that all hours are accurately recorded, that commissions are calculated correctly, and that the practice’s overall payroll expenses are in line with its financial goals.

The Office Manager should also listen to new patient calls weekly to ensure that these leads are being handled correctly and that the practice’s conversion rate is where it should be.

Conclusion: The Office Manager as the Practice’s MVP

While there are of course other duties we haven’t covered in this post – i.e. team training, new staff onboarding, hiring, etc. this does for the most part summarize the actions and Office Manager would take to ensure that the practice is productive and efficient.

And if you combine this with everything else an Office Manager should be doing, you see that they keep the wheels turning in practice, ensuring it runs smoothly and efficiently while also driving its growth and profitability. By taking ownership of their role and focusing on the key areas of production, sales, patient retention, and team coordination, the Office Manager can truly unlock the full potential of the practice.

At MGE, we believe that a well-trained Office Manager is the key to a successful practice. To that end, this is the product of the MGE Office Manager Training Program. (Find out more about it here). With the right tools and training, your Office Manager can become the executive your practice needs to thrive.