September is Office Management Appreciation Month (OMAM), an opportunity for dentists and dental teams to celebrate how much the front office team contributes to the health of patients and the practice. Here we—Angela Martinez, VP Strategic Associations and Dental Health Policy with CareCredit, and Heather Colicchio, founder and president of the American Association of Dental Management (AADOM)—discuss how celebration can positively impact practice culture, team morale, and even the patient experience.
Angela Martinez: When I think of all the office management professionals I know, from the time I worked in a practice to my current role at CareCredit, I see amazingly talented individuals who are invested in their patients, the practice as a business, and their own professional growth. This year, we’ve expanded the celebration to include all office management team members. Over the past few years, we’ve seen many dental teams embrace increased cross functionality, which is often influenced by hiring challenges or more focus on efficiencies. Including more of the team better reflects today’s practice dynamic.
Heather Colicchio: I agree and would like to add that OMAM is not just about celebrating the management team; it’s also a reminder to prioritize self-care and self-celebration. As OMAM approaches, I’m excited to reflect on the incredible stories I've heard throughout the year from dental office managers. They embody true leadership in their practices and lives, and even extend their influence into their communities. It's remarkable how often we overlook the strength and resilience in ourselves and those around us. Celebration is good for the soul, team, practice, and patients.
AM: Celebration is a form of appreciation and recognition, which may significantly boost personal and team morale. Everyone wants to receive positive feedback. It makes people happy, especially in a busy dental practice or when there’s some stress. It also helps with delivering a great patient experience. Every team member impacts the patients’ perception of the practice, both positively and negatively. When patients interact with a team member who feels seen, heard, and valued, they can feel happiness and joy. It’s infectious in a good way. Unfortunately, we tend to celebrate big successes, but those big successes are really made up of a series of small ones. Small wins are like having no cancellations (win!), no holes in the schedule (win!), and finding a great candidate to add to the team (win!). All of these are important and help culminate in a successful practice. These wins deserve celebration on a daily basis.
HC: There are many ways to celebrate the office management team during OMAM. Let’s start with words of affirmation. Recognizing a job well done so the team and even patients can overhear is very powerful. You can offer public praise during morning huddles, spontaneously throughout the day, and as a quick two-minute kudos before the team leaves for home. Of course, teams can celebrate with cakes, parties, lunches, and flowers. They can also write notes to their office management team to share what they love about them, such as their sense of humor or ability to handle stress. Another idea is to have everyone get together after hours for an “our office manager makes patients and us happy” hour. Having an #AwesomeOM banner or sign in the reception area is a fun way to get patients involved, too.
AM: This year, word has gotten out and we’re expecting big things in September as more organizations want to participate in OMAM. We invite all doctors, dental teams, consultants, and dental professionals to visit the OMAM site for free resources and ideas to help them celebrate their #AwesomeOM. On the same site, the office management team can sign up to be alerted when the celebration begins September 1. On that date, they can access a virtual experience created just for them that includes daily affirmations and tips from AADOM, colleagues, and dental consultants on how to make their lives a little easier.
HC: I don’t want to forget to encourage our OM teams to prioritize self-care and self-celebration in September and all year long. They pour so much of themselves into their team, practice, and patients and need to remember to take a moment to recharge and appreciate their talents and strengths. The daily affirmations on the site are a great start. It’s about taking a breath, taking a moment to be grateful for all the good in your life, and doing little (or big) things that make you happy. Make you a priority. And together, let's make OMAM 2024 the biggest and best yet, celebrating you, the unsung heroes who recognize others first. A little appreciation for all the roles you hold in the practice is truly deserved.
Editor's note: This article appeared in the July/August 2024 print edition of Dental Economics magazine. Dentists in North America are eligible for a complimentary print subscription. Sign up here.
