Practices benefit from team members who are cross trained. Often during the day someone in a different department needs a little help. It handcuffs a practice if some employees do not have basic level dental office skills. The most successful practices are often the ones where every employee can do it all, except the skills that require a license (unless they have that license). In other words, in some practices, hygienists can present treatment payment information, take digital scans and impressions, and set up for complex procedures. In those same practices, the front desk team can also take x-rays and pour up impressions, and the assistants can check patients in and call on benefits. Although we believe that everyone should be an expert in his/her department, we also feel strongly that good employees will learn the skills necessary to help out the rest of their team. Besides, we believe in creating independent and capable dental teams employees WITHOUT limitations. All employees should be able to do ALL of the following to help out in a pinch. Feel free to add to the list per your practice.
- All team members should be able to answer the phone properly. Even if every team member cannot answer all of the questions, he/she should be able to answer with a smile, greet the caller properly, and put the caller on hold.
- All team members should be able to greet patients when they come in to the office and be able to check them in.
- All team members should be able to bring a patient back to the treatment room, seat them, update medical history, and set appointment agenda.
- All team members should understand where, when, and how to document or read treatment notes.
- All team members should be able to tear down and wipe down a treatment room.
- All team members should be able to clean and sterilize instruments.
- All team members should be able to set up treatment rooms for any procedure.
- All team members should have a dental radiology license.
- All team members should know how to process/mount x-ray film.
- All team members should understand how to chart.
- All team members should know how to enter in new treatment needed into a patient's file.
- All team members should understand how to schedule an appointment.
- All team members should know how to clean the office.