Why This Article Matters
• Dental practices live or die by their management
• Poor management = lost revenue, unhappy patients, stressed staff
• Great management = practice growth, satisfied patients, harmonious team
• Finding the right dental office manager is often cited as practice owners’ biggest challenge
• Poor management = lost revenue, unhappy patients, stressed staff
• Great management = practice growth, satisfied patients, harmonious team
• Finding the right dental office manager is often cited as practice owners’ biggest challenge
Industry Leaders Speak
Our research gathered insights from successful dental professionals including:
• Tara R. Klein (Practice Manager): Emphasizes foundational traits over technical skills
• Martin Mendelson (Rising Contributor): Champions continuous learning mindset
• Bob Crowley (All–star Contributor): Values rapid relationship building
• Ori Bekerman: Focuses on sales abilities
• Ken Templeton: Prioritizes intelligence
• Ashish Dham: Emphasizes intuitive understanding
• And many other industry experts
• Tara R. Klein (Practice Manager): Emphasizes foundational traits over technical skills
• Martin Mendelson (Rising Contributor): Champions continuous learning mindset
• Bob Crowley (All–star Contributor): Values rapid relationship building
• Ori Bekerman: Focuses on sales abilities
• Ken Templeton: Prioritizes intelligence
• Ashish Dham: Emphasizes intuitive understanding
• And many other industry experts
What We’ll Cover
For Practice Owners
• Essential traits to look for
• Interview strategies and questions
• Evaluation methods
• Red flags to watch out for
• Interview strategies and questions
• Evaluation methods
• Red flags to watch out for
For Aspiring Dental Office Managers
• Key skills to develop
• Career growth opportunities
• What top practices look for
• How to showcase your abilities
• Standing out in interviews
• Career growth opportunities
• What top practices look for
• How to showcase your abilities
• Standing out in interviews
The Reality Check
Statistics show:
• 60% of practice issues stem from management challenges
• Top–performing dental practices invest heavily in finding the right dental office manager
• Technical skills account for only 30% of dental office manager success
• Soft skills and leadership abilities drive 70% of outcomes
• Top–performing dental practices invest heavily in finding the right dental office manager
• Technical skills account for only 30% of dental office manager success
• Soft skills and leadership abilities drive 70% of outcomes
Coming Up
In the following sections, we’ll dive deep into:
1. Core traits and how to spot them
2. Interview strategies that work
3. Practical evaluation methods
4. Real–world success stories
1. Core traits and how to spot them
2. Interview strategies that work
3. Practical evaluation methods
4. Real–world success stories
Essential Traits to Look for in a Dental Office Manager
1. Common Sense & Compassion
[Credited to Tara R. Klein, Practice Manager]
Example: A patient arrives for a root canal, visibly anxious, and mentions they lost their job
last week.
Example: A patient arrives for a root canal, visibly anxious, and mentions they lost their job
last week.
An exceptional dental office manager would:
• Immediately recognize both emotional and financial concerns
• Discuss payment plan options before the procedure
• Ensure the clinical team knows about the patient’s anxiety
• Follow up personally after treatment
• Send a thoughtful note with job resources
• Immediately recognize both emotional and financial concerns
• Discuss payment plan options before the procedure
• Ensure the clinical team knows about the patient’s anxiety
• Follow up personally after treatment
• Send a thoughtful note with job resources
Key Traits Demonstrated:
• Natural problem–solving abilities without constant supervision
• Emotional intelligence in handling patient concerns
• Ability to make sound decisions under pressure
• Natural empathy towards patient anxiety and concerns
• Balance between business needs and patient care
• Natural problem–solving abilities without constant supervision
• Emotional intelligence in handling patient concerns
• Ability to make sound decisions under pressure
• Natural empathy towards patient anxiety and concerns
• Balance between business needs and patient care
2. Growth Mindset & Adaptability
[Credited to Martin Mendelson]
Example: During COVID–19, a practice dental office manager:
• Quickly implemented new safety protocols
• Learned and set up teledentistry systems within a week
• Trained staff on new procedures
• Created patient communication systems
• Adapted scheduling to new cleaning requirements
• Quickly implemented new safety protocols
• Learned and set up teledentistry systems within a week
• Trained staff on new procedures
• Created patient communication systems
• Adapted scheduling to new cleaning requirements
Key Traits:
• Eagerness to learn new dental technologies and procedures
• Openness to feedback and continuous improvement
• Ability to adapt to changing practice needs
• Interest in dental industry trends and updates
• Proactive approach to professional development
• Eagerness to learn new dental technologies and procedures
• Openness to feedback and continuous improvement
• Ability to adapt to changing practice needs
• Interest in dental industry trends and updates
• Proactive approach to professional development
3. Relationship Building
[Credited to Bob Crowley, All–star Contributor]
Example: A new patient with a bad previous dental experience leaves a negative review.
Example: A new patient with a bad previous dental experience leaves a negative review.
The dental office manager:
• Personally calls to understand their concerns
• Schedules a face–to–face meeting
• Creates a customized comfort plan
• Turns them into a practice advocate
• Patient ends up referring family members
• Personally calls to understand their concerns
• Schedules a face–to–face meeting
• Creates a customized comfort plan
• Turns them into a practice advocate
• Patient ends up referring family members
Key Traits:
• Natural ability to connect with patients quickly
• Strong team leadership capabilities
• Conflict resolution skills
• Ability to build trust with staff and patients
• Excellence in internal and external communication
• Natural ability to connect with patients quickly
• Strong team leadership capabilities
• Conflict resolution skills
• Ability to build trust with staff and patients
• Excellence in internal and external communication
4. Business Acumen & Sales Ability
[Credited to Ori Bekerman]
Example: A practice was struggling with low case acceptance for dental implants.
The dental office manager:
• Analyzed past presentation methods and identified gaps
• Created a patient education program using visual aids
• Trained staff on discussing financing options
• Implemented follow–up protocols
• Result: Implant case acceptance increased from 45% to 78% in 3 months
• Analyzed past presentation methods and identified gaps
• Created a patient education program using visual aids
• Trained staff on discussing financing options
• Implemented follow–up protocols
• Result: Implant case acceptance increased from 45% to 78% in 3 months
Key Traits:
• Understanding of dental practice metrics
• Ability to increase case acceptance rates
• Financial conversation skills
• Insurance and billing knowledge
• Revenue growth mindset
• Understanding of dental practice metrics
• Ability to increase case acceptance rates
• Financial conversation skills
• Insurance and billing knowledge
• Revenue growth mindset
5. Leadership & Team Management
Example: During a staff shortage crisis, the dental office manager:
• Created a cross–training program
• Developed emergency coverage protocols
• Maintained full schedule while short–staffed
• Built team morale through recognition programs
• Resulted in zero patient complaints despite being understaffed
• Created a cross–training program
• Developed emergency coverage protocols
• Maintained full schedule while short–staffed
• Built team morale through recognition programs
• Resulted in zero patient complaints despite being understaffed
Key Traits:
• Staff training and development abilities
• Delegation and task management skills
• Team motivation capabilities
• Crisis management skills
• Ability to maintain team morale
• Staff training and development abilities
• Delegation and task management skills
• Team motivation capabilities
• Crisis management skills
• Ability to maintain team morale
6. Technical & Administrative Excellence
Example: A practice facing insurance claim denials averaging $20,000/month.
The dental office manager:
• Audited rejected claims patterns
• Audited rejected claims patterns
• Implemented pre–authorization protocols
• Created staff training on documentation
• Set up weekly insurance verification systems
• Reduced denials by 85% within 2 months
• Created staff training on documentation
• Set up weekly insurance verification systems
• Reduced denials by 85% within 2 months
Key Traits:
• Proficiency in dental practice management software
• Understanding of HIPAA and compliance requirements
• Schedule optimization abilities
• Insurance verification expertise
• Documentation and record–keeping skills
• Proficiency in dental practice management software
• Understanding of HIPAA and compliance requirements
• Schedule optimization abilities
• Insurance verification expertise
• Documentation and record–keeping skills
7. The X–Factor Qualities
[Collective Industry Insights]
Example: During a power outage mid–treatment:
• Manager had already established emergency protocols
• Backup generator was maintained and ready
• Emergency lighting was immediately activated
• Patients were kept calm and informed
• Treatments completed successfully without interruption
• Manager had already established emergency protocols
• Backup generator was maintained and ready
• Emergency lighting was immediately activated
• Patients were kept calm and informed
• Treatments completed successfully without interruption
Key Traits:
• Initiative to solve problems before they escalate
• Ability to anticipate needs (the “mind reading” quality noted by Ashish Dham)
• Natural leadership presence
• Calm under pressure
• Innovation in practice improvement
• Initiative to solve problems before they escalate
• Ability to anticipate needs (the “mind reading” quality noted by Ashish Dham)
• Natural leadership presence
• Calm under pressure
• Innovation in practice improvement
8. Cultural Fit & Personal Attributes
Example: A practice struggling with team turnover.
New dental office manager arrives and:
• Instituted monthly team building events
• Created career development paths
• Started morning huddle traditions
• Instituted monthly team building events
• Created career development paths
• Started morning huddle traditions
• Implemented employee recognition program
• Result: Zero turnover in following 18 months
• Result: Zero turnover in following 18 months
Key Traits:
• Professional appearance and demeanor
• Positive attitude and energy
• Reliability and punctuality
• Strong work ethic
• Alignment with practice values
• Professional appearance and demeanor
• Positive attitude and energy
• Reliability and punctuality
• Strong work ethic
• Alignment with practice values
Interview Strategies and Questions for Dental Office Manager Hiring
1. Initial Phone Screening Questions
Purpose: Filter candidates before in–person interviews
• “Describe your experience with dental software systems.”
• “What’s your approach to handling upset patients?”
• “How do you prioritize tasks during a busy day?”
• “What interests you about our practice specifically?”
• “Describe your experience with dental software systems.”
• “What’s your approach to handling upset patients?”
• “How do you prioritize tasks during a busy day?”
• “What interests you about our practice specifically?”
2. Scenario–Based Questions
Example: Create a scenario: “It’s Monday morning. Two staff called in sick. The schedule is
full. The doctor is running late. A patient is upset in the waiting room.”
Ask the candidate:
• “Walk me through your first 15 minutes.”
• “What resources would you tap into?”
• “How would you communicate with various stakeholders?”
• “What preventive measures would you implement for the future?”
full. The doctor is running late. A patient is upset in the waiting room.”
Ask the candidate:
• “Walk me through your first 15 minutes.”
• “What resources would you tap into?”
• “How would you communicate with various stakeholders?”
• “What preventive measures would you implement for the future?”
3. Leadership Assessment Questions
Behavioral Examples:
• “Tell me about a time you had to fire someone.”
• “How did you handle resistance when implementing a new policy?”
• “Tell me about a time you had to fire someone.”
• “How did you handle resistance when implementing a new policy?”
• “Describe how you turned around a negative team dynamic.”
• “Share an example of mentoring a team member.”
• “Share an example of mentoring a team member.”
4. Financial Acumen Questions
Skills Assessment:
• “How would you handle a patient questioning their bill?”
• “What metrics would you track to measure practice health?”
• “Describe your experience with insurance verification.”
• “How do you increase case acceptance rates?”
• “How would you handle a patient questioning their bill?”
• “What metrics would you track to measure practice health?”
• “Describe your experience with insurance verification.”
• “How do you increase case acceptance rates?”
5. Multi–Stage Interview Process
Real–World Implementation:
1. First Interview: Basic qualifications and experience
2. Second Interview: Team interaction and culture fit
3. Skills Assessment: Software proficiency test
4. Final Interview: Meeting with doctor and key team members
5. Working Interview: Half–day practical assessment
1. First Interview: Basic qualifications and experience
2. Second Interview: Team interaction and culture fit
3. Skills Assessment: Software proficiency test
4. Final Interview: Meeting with doctor and key team members
5. Working Interview: Half–day practical assessment
6. Role–Play Exercises
Practical Scenarios:
1. Handle an angry patient (played by team member)
2. Present a treatment plan with financial options
3. Lead a morning huddle
4. Resolve a staff conflict
5. Explain insurance benefits to a confused patient
1. Handle an angry patient (played by team member)
2. Present a treatment plan with financial options
3. Lead a morning huddle
4. Resolve a staff conflict
5. Explain insurance benefits to a confused patient
7. Team Involvement
Strategy:
• Have candidates interact with different team members
• Gather feedback from all staff interactions
• Observe how they adapt to different personalities
• Watch their behavior during downtime
• Notice how they treat support staff
• Have candidates interact with different team members
• Gather feedback from all staff interactions
• Observe how they adapt to different personalities
• Watch their behavior during downtime
• Notice how they treat support staff
8. Cultural Fit Assessment
Key Questions:
• “What type of work environment brings out your best?”
• “How do you prefer to be managed?”
• “What would your ideal practice culture look like?”
• “How do you contribute to positive workplace culture?”
• “What type of work environment brings out your best?”
• “How do you prefer to be managed?”
• “What would your ideal practice culture look like?”
• “How do you contribute to positive workplace culture?”
Evaluation Methods for Dental Office Manager Candidates
1. Skills Assessment Matrix
Framework:
• Technical Skills (25%)
• Leadership Abilities (25%)
• Soft Skills (25%)
• Cultural Fit (25%)
Example: A practice in Boston increased their successful hire rate by 60% using this matrix.
They previously focused 70% on technical skills, leading to high turnover due to personality conflicts.
• Technical Skills (25%)
• Leadership Abilities (25%)
• Soft Skills (25%)
• Cultural Fit (25%)
Example: A practice in Boston increased their successful hire rate by 60% using this matrix.
They previously focused 70% on technical skills, leading to high turnover due to personality conflicts.
2. Staged Evaluation Process
Stage 1: Initial Documentation Review (Pre–Interview)
• Resume verification
• Reference checks
• Social media presence review
• Professional certifications
• Previous practice track record
• Resume verification
• Reference checks
• Social media presence review
• Professional certifications
• Previous practice track record
Stage 2: Phone Assessment
• Communication style evaluation
• Basic knowledge screening
• Availability and logistics
• Salary expectations alignment
• Communication style evaluation
• Basic knowledge screening
• Availability and logistics
• Salary expectations alignment
• Initial red flag identification
Stage 3: In–Person Evaluations
Morning Session:
• Formal interview with doctor
• Team interaction observation
• Software competency test
• Treatment presentation role–play
• Formal interview with doctor
• Team interaction observation
• Software competency test
• Treatment presentation role–play
Afternoon Session:
• Shadow current manager/team
• Handle mock patient scenarios
• Participate in team huddle
• Problem–solving exercises
• Shadow current manager/team
• Handle mock patient scenarios
• Participate in team huddle
• Problem–solving exercises
3. Practical Assessment Methods
Software Proficiency Test
• Scheduling system navigation
• Insurance verification process
• Patient record management
• Financial transactions
• Report generation
• Scheduling system navigation
• Insurance verification process
• Patient record management
• Financial transactions
• Report generation
Communication Assessment
• Patient interaction role–play
• Team meeting facilitation
• Written communication sample
• Phone manner evaluation
• Conflict resolution scenario
• Patient interaction role–play
• Team meeting facilitation
• Written communication sample
• Phone manner evaluation
• Conflict resolution scenario
4. Team–Based Evaluation
360–Degree Feedback System:
• Front desk team input
• Clinical staff feedback
• Front desk team input
• Clinical staff feedback
• Current manager evaluation
• Doctor’s assessment
• Patient interaction feedback
• Doctor’s assessment
• Patient interaction feedback
Example: A practice in Denver implemented this system where each team member rated
candidates on specific criteria. They found that candidates who scored high with all team members had a
90% success rate.
candidates on specific criteria. They found that candidates who scored high with all team members had a
90% success rate.
5. Quantitative Scoring System
Performance Metrics (Score 1–5):
1. Technical Knowledge
2. Leadership Skills
3. Problem–Solving
4. Communication
5. Cultural Fit
6. Previous Experience
7. Team Feedback
8. Role–Play Performance
1. Technical Knowledge
2. Leadership Skills
3. Problem–Solving
4. Communication
5. Cultural Fit
6. Previous Experience
7. Team Feedback
8. Role–Play Performance
Red Flag Scoring (–5 points each):
• Inconsistent answers
• Lack of preparation
• Poor references
• Communication issues
• Unprofessional behavior
• Inconsistent answers
• Lack of preparation
• Poor references
• Communication issues
• Unprofessional behavior
6. Working Interview Day
Schedule:
• 8:00 AM: Morning huddle participation
• 9:00 AM: Schedule management
• 11:00 AM: Patient interaction
• 1:00 PM: Team lunch observation
• 2:00 PM: Crisis management scenario
• 8:00 AM: Morning huddle participation
• 9:00 AM: Schedule management
• 11:00 AM: Patient interaction
• 1:00 PM: Team lunch observation
• 2:00 PM: Crisis management scenario
• 4:00 PM: End–of–day reporting
Real–World Story: A California practice reduced their turnover by 75% after implementing a full
working interview day, as it revealed candidates’ true working styles and team compatibility.
working interview day, as it revealed candidates’ true working styles and team compatibility.
Red Flags to Watch Out For When Hiring a Dental Office Manager
1. During Resume & Initial Screening – High Turnover Pattern
Example: Candidate changed 4 practices in 2 years
• Claims “seeking better opportunities” without clear progression
• Blames previous employers consistently
• Vague about reasons for leaving
• Claims “seeking better opportunities” without clear progression
• Blames previous employers consistently
• Vague about reasons for leaving
Inconsistent Career History
• Unexplained gaps in employment
• Frequent role changes without growth
• Inability to provide clear references
• Job titles don’t align with claimed responsibilities
• Unexplained gaps in employment
• Frequent role changes without growth
• Inability to provide clear references
• Job titles don’t align with claimed responsibilities
2. During Interview Process – Communication Issues
Example: A candidate interviewed in Atlanta showed these warning signs:
• Interrupted the interviewer repeatedly
• Used dismissive language about previous staff
• Couldn’t provide specific examples when asked
• Showed poor listening skills during team interactions
• Interrupted the interviewer repeatedly
• Used dismissive language about previous staff
• Couldn’t provide specific examples when asked
• Showed poor listening skills during team interactions
Leadership Style Concerns
• Takes credit for team achievements
• Uses “I” instead of “we” when discussing successes
• Shows authoritarian tendencies
• Dismisses team input in scenarios
• Takes credit for team achievements
• Uses “I” instead of “we” when discussing successes
• Shows authoritarian tendencies
• Dismisses team input in scenarios
3. Professional Knowledge – Outdated or Limited Skills
Red Flag Scenario:
• Unfamiliar with current dental software
• No HIPAA compliance knowledge
• Limited understanding of insurance processes
• Resistance to learning new technologies
• Unfamiliar with current dental software
• No HIPAA compliance knowledge
• Limited understanding of insurance processes
• Resistance to learning new technologies
Lack of Growth Mindset
• No continuing education history
• Dismissive of new methodologies
• Unable to adapt during role–play scenarios
• Stuck in “this is how we’ve always done it” mindset
• No continuing education history
• Dismissive of new methodologies
• Unable to adapt during role–play scenarios
• Stuck in “this is how we’ve always done it” mindset
4. Behavioral Warning Signs – Poor Cultural Fit Indicators
Example: A practice in Seattle ignored these signs and faced team exodus:
• Showed different personality with staff vs. doctor
• Made condescending remarks about current systems
• Displayed rigid thinking about processes
• Showed minimal interest in practice culture
• Showed different personality with staff vs. doctor
• Made condescending remarks about current systems
• Displayed rigid thinking about processes
• Showed minimal interest in practice culture
Unprofessional Conduct
• Late to interview without valid reason
• Inappropriate dress or presentation
• Poor email/phone communication
• Speaks negatively about previous employers
• Late to interview without valid reason
• Inappropriate dress or presentation
• Poor email/phone communication
• Speaks negatively about previous employers
5. Reference Check Red Flags – Verification Issues
• Previous employers won’t confirm employment
• References are personal friends only
• Inconsistent dates/roles reported
• Unable to provide direct supervisor references
• References are personal friends only
• Inconsistent dates/roles reported
• Unable to provide direct supervisor references
Performance Concerns
Warning Pattern:
• References are vague about accomplishments
• Hesitation when discussing reliability
• Won’t comment on team relationships
• Mention of policy/procedure violations
Warning Pattern:
• References are vague about accomplishments
• Hesitation when discussing reliability
• Won’t comment on team relationships
• Mention of policy/procedure violations
6. Team Interaction Warning Signs – Poor Team Chemistry
• Dismissive of support staff
• Shows different personalities with different team members
• Creates tension during group exercises
• Lacks empathy in patient scenarios
• Shows different personalities with different team members
• Creates tension during group exercises
• Lacks empathy in patient scenarios
Leadership Red Flags
Example Scenario: During working interview:
• Takes over without understanding current processes
• Criticizes before learning systems
• Ignores input from experienced staff
• Shows inflexibility with suggested changes
Example Scenario: During working interview:
• Takes over without understanding current processes
• Criticizes before learning systems
• Ignores input from experienced staff
• Shows inflexibility with suggested changes
7. Financial Discussion Concerns – Money Management
• Vague about previous financial responsibilities
• Unable to explain basic metrics
• Uncomfortable with financial conversations
• Poor understanding of practice profitability
• Unable to explain basic metrics
• Uncomfortable with financial conversations
• Poor understanding of practice profitability
