The essential role of dental assistants in dental practice success
This article is written by Eileen Gonzales, MAADOM, and contributed by the American Association of Dental Office Management.
Have you ever had an excellent dental assistant in your office who had to leave for some reason? You realize even more than usual how vital that role is to the success of a dental practice. Well, in my case, we did have a dental assistant resign, and it was difficult finding someone to replace her. She was detail-oriented, a team player, and had an excellent attitude. Most importantly, she cared for the well-being of the practice and the dental team. For example, if a patient suggested they were interested in clear aligners and there was an opportunity to start the process, she would take the scans and photos needed to start the case. She understood the importance and value of our time with the patient in the chair.
The dental assistant role is important, and it is critical to find someone who can excel in it on the dental team. That’s why you need to hire the right person. Dental assistants are an integral part of the team. They should support the office’s values and mission. They need to be detail-oriented, organized, and a team player, and they must have a good attitude. If they don’t have those attributes, it can lower team morale.
A dental assistant is the first team member a patient encounters in the exam room. If the patient has any questions or concerns at the beginning of the appointment, the assistant can help the patient feel at ease. They also help build rapport and trust with patients, which is important for maintaining the relationship long-term. Our priority is always the quality of care we provide to our patients.
Embracing technology
Dentistry is constantly evolving, especially around technology. For instance, some dental practices have in-house mills where porcelain crowns can be completed in one visit (called “same-day crowns”). Where allowed by state law, dental assistants can take a scan of the tooth prep, design the crown, and deliver it to the patient the same day.
Dental assistants can also do wellness scans, which are an excellent tool for presenting treatment to the patient and give the doctor time to do a hygiene check for the hygienist patient. By keeping up with technology, dental assistants can be the ones who implement these processes for the practice and allow us to offer the best care for the patient.
Supporting the front office
Dental assistants can provide front office team members with information regarding the appointment, which makes the dental visit go more smoothly for both the patient and the office. For example, the assistant can inform the office when the dentist treats the patient during their hygiene appointment. The front office team member will then be able to include the unexpected procedure in the bill at checkout, ensuring a seamless visit. The dental assistant also can be trained to make appointments after a hygiene appointment. This way, a patient does not leave without a scheduled appointment, and when the patient checks out, the front desk staff can reinforce to the patient that an appointment has been made.
Cross-training is another aspect that can make the dental assistant an indispensable asset to the team and further support the front office. Dental assistants can be cross-trained to answer phone calls and office emails to ensure that patients are being helped. They also can learn how to check insurance and, when necessary, can answer questions about a patient’s portion of the bill at checkout. This is beneficial since dental assistants know the procedure and can answer patients’ questions. Having this skill is helpful to the office manager, who will know the office is in good hands no matter the situation.
Investing in dental assistants
The indispensable contributions of dental assistants are vital to the smooth operation of a dental practice and paramount in ensuring the delivery of exceptional patient care, solidifying dental assistants’ essential role in dental practice success.
In turn, office managers must support dental assistants and give them the tools to further their careers. Membership in the American Association of Dental Office Management (AADOM) provides access to educational resources on training dental assistants to become practice managers and administrators. AADOM also offers webinars on practice management and leadership that empower dental professionals to take on added responsibility and contribute to the success of their practice. Organizations like the Dental Assisting National Board (DANB), which offers certifications, and the American Dental Assistants Association (ADAA), the national membership organization for dental assistants, help to make dental assistants competitive. Investing in dental assistants’ professional development will strengthen their relationship with the dental team and the practice.
May you find the best fit for your team!
About the author
Eileen Gonzales, MAADOM, currently serves as the office manager at Ever Care Dental in New York City. After graduating with distinction from Saint Peter’s University with a bachelor’s degree in business management and economics, she has pursued ongoing professional development as an active member of AADOM and the American Academy of Clear Aligners.
Gonzales’ dedication to excellence is evident in her attainment of both Fellowship and Mastership distinctions in AADOM, alongside her nomination for AADOM’s Practice Administrator of the Year award. For more information about AADOM, visit www.dentalmanagers.com.