Pacific Coast Society of Orthodontists Bulletin Winter 2017 - 58

Presentation Summary

Administrative Staff

Management That Makes a Difference!
Measuring Success in Your Practice
Dr. Morvarid Emamy

Presented by Elizabeth Conforti at the PCSO
Annual Session, Oct. 14, 2017
Elizabeth Conforti, in her presentation, stressed
that under-promising and over-delivering can
leave a lasting impression. She said that in order
to manage a successful orthodontic practice, one
must be able to lead instead of just managing
the staff, through teambuilding, feedback,
rewards, and recognition.

Elizabeth Conforti
Orthodontic Practice Manager

Top-Notch Tips
Know your industry, regardless of your role in the
practice. Utilize available resources through
webinars, books, or podcasts. Make it part of the
culture of your practice to read books every year
in order to elevate what you know and continue
to develop and improve the practice. Join the
AAO Staff Club and engage in online social networks that speak to your industry, such as
LinkedIn. Network at conferences: always have
your business card with you. Use it to harness the
opportunity to connect and build lasting relationships with others in similar roles.
Embrace Your Role
Office manager recipe:
¼ Manager
¼ Psychologist
¼ Peacemaker
¼ Garbage can

Be the person who is available for others to come
to; listen with purpose, expect others to contribute
possible solutions, and then help resolve complaints. All managers should utilize methods that
focus on positive ways to deal with negativity
at work. For further reading on this topic, read
Jon Gordon's book The No Complaining Rule:
Positive Ways to Deal with Negativity at Work.
Building Your Team

 Begin with the right people, in the right roles.
 Find your next team member in service industry roles. When you come across a person with
a great attitude, work ethic, and genuine personality, give him/her your business card and

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start a conversation to find out if he/she is
interested in pursuing a career change.
Begin with a phone screening to ensure the
potential situation is right for both of you.
In-office applications are revealing. Pay attention to how long the applicant takes to complete the application. This will give you insight
about his/her pace. If he/she skipped items, it
may be an indication of their attention to
detail and their thoroughness.
Prepare interview questions specific to the
candidate. Plan accordingly; he/she is investing time in you, and you should do the same
for them. Have your decision makers in the
interview with you; they will be working with
the candidate in the future.
Perform a tray test for clinicians. Empty a few
trays into a pile and show one that is intact.
Have the candidate replicate the one that is
intact in one minute. Monitor his/her strategy
and time. Repeat three times to gauge
improvement or strategy changes. This will
help assess the candidate's speed, efficiency,
and memorization.
Have administrative applicants complete a
typing test to gauge their speed, efficiency,
and grammar skills.
Have candidates shadow for a day and have
lunch with specific team members. Candidates you do not hire should receive a gift
certificate in exchange for their time.
Onboard properly. Create a new hire checklist.
Be thoroughly prepared to make the candidate
feel very welcome. Visit www.baudville.com:
it's a great site for engaging employees that
offers welcome kits and other tools to make
your team feel valued and appreciated.
You are only as good as the people you hire!

Task lists are absolutely necessary. They show
one's true values, create good habits, and promote accountability.

 Create one now with your current team. Ask
team members to make a list of their responsibilities in great detail.

PCSO Bulletin  Winter 2017

http://www.baudville.com

Table of Contents for the Digital Edition of Pacific Coast Society of Orthodontists Bulletin Winter 2017