Job Descriptions - Why Does It Really Matter?
Dr. Jamey Gleason – Case Study #332
“I didn’t do it... I have no idea who did!”
These were very familiar comments made by Dr. Gleason’s team. Dr. Gleason felt like his practice was out of control and he was unable to hold anyone accountable for his or her performance. The interesting fact is that these comments were true. No one was trying to hide anything and because of the lack of specific job descriptions, no one in the office knew what the doctor expected of them, except the typical “just do your job and do it well.”
Dr. Gleason’s practice needed the following job descriptions: Patient Coordinator, Schedule Coordinator, Financial Coordinator, Treatment Coordinator, Hygienist and Assistants. While Dr. Gleason has only 4 employees, he needs 6 positions filled. Someone apparently is going to wear two hats.
Hygiene Coordinator Tasks:
Schedule Coordinator Tasks:
Financial Coordinator Tasks:
Treatment Coordinator Tasks:
Hygienists and Assistants Tasks:
Dividing up the Workload
During the morning meeting, Dr. Gleason expressed his concern to his entire team. Due to lack of accountability, he didn’t know which person to be directing this conversation to. As a result, they all heard his comments and dismissed them because they were thinking, “Sure glad that he is not talking about me.” Having a specific job description attached to his employees will allow him to direct his concerns to the person who is responsible for that department. Even if they didn’t do the deed, they are responsible for correcting it and making sure that it doesn’t occur again. It also keeps his concern from falling on those team members that aren’t involved.
Example: Mrs. Jones was scheduled on the doctor’s schedule for 2 hours for a crown on Tooth #3, according to the computer. When she came in that morning and the assistant seated Mrs. Jones, it was determined by the assistant that Mrs. Jones didn’t need a crown, she actually needed a root canal and THEN a crown on her next appointment. Dr. Gleason was unhappy! At the end of the day he asked everyone what had happened. How did the appointment get scheduled as a crown? No one knew. The computer indicated that the Hygiene Coordinator scheduled the appointment two months ago, but she doesn’t remember. Now everyone is upset, including the doctor.
Dr. Gleason invited his team to determine which job descriptions best fit their temperament types and experience, and implemented these specific responsibilities to those team members. Now instead of “fussing” at everyone, he directs his concerns to those that are responsible, with the expectation that they will resolve the issue and avoid it in the future.If you would like more information on how McKenzie's Practice Enrichment Programs can help you IMPLEMENT proven strategies, email email@example.com.
McKenzie Newsletter Information:
To unsubscribe: To discontinue receiving the Sally McKenzie eManagment newsletter,
click on the link at the very bottom of this page for instant removal,
To report technical problems with this newsletter or to request technical help,
please send a descriptive email to: firstname.lastname@example.org
To request services, products or general inquires about The McKenzie Company activities
please send a descriptive email to: email@example.com
If you would like to have any of your dental practice concerns answered personally by Sally McKenzie,
please send a descriptive email to her at: firstname.lastname@example.org
Copyrights 1980-Present The McKenzie Company - All Rights Reserved.