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It stands to reason that most dental team members are far more likely to succeed when they know what is expected of them, when there are goals they can achieve, when they are part of an overall effort to attain a common objective, and when they know what path to follow. It seems so profoundly simple and obvious, as fundamental as turning on the lights, unlocking the doors, and opening the practice for business each morning.
Yet this simple concept is often lost on dental practice owners. Commonly, the assumption is that employees "instinctively know" what is expected of them, particularly if they have worked in another practice. I walk into countless offices in which the doctor can't understand why teammates can't just "do their jobs,"and teammates can't understand why the doctor "won't tell them what she or he wants." Most often the culprit is lack of expectations. Successfully assigning expectations that drive results requires a clear and well defined strategy...and it starts with three key steps:
Step #1 - Create Specific Job Expectations
Clearly define the specific outcomes (measureable results) that each staff member is responsible for achieving. This goes much deeper than a job description which lists the duties of the job like: answer phones, verify insurance, collect patient portion at time of service, etc.
Expectations describe with specificity the results of those job duties. For example: We want an "over-the-counter" collection ratio of 45%, our A/R should be less than and average month of practice production with over 90 days less than 10% of the total outstanding, etc. This is measured each month using Dentrix reports to capture progress.
Step #2 - Lay The Groundwork For Success
Step #3 - What Gets Measured and Communicated Gets Done
Review and measure teammate's performance using an effective performance appraisal instrument that evaluates key areas such as:
When you provide your team with clear direction, they have the opportunity to do more than just perform a task. They can excel. Remember, the vast majority of team members want to deliver a quality work product. They want to feel they are part of a harmonious team that not only enjoys working together, but also is committed to succeeding together. They want to feel that they are rewarded based on their individual ability to achieve what is expected of them. And they want to know that they are heading down the right path to achieve individual and overall practice success.
Continued Success to you and your Team!
Sincerely,
Art Deden
Vista Practice Management
www.vista-practice.com
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