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4Blocks - Manager/Office Administrators

Dental Team Roles and Team Role Mindset Videos

4Blocks - Manager/Office Administrators

As with all Team Roles/4Blocks/Big Four material, these are meant to supplement typical duties found in the average job description for each role. For Managers or Office Administrators, this means that their Team Role material focuses on their duties in helping the whole office execute the Patient Experience Design.

Managers/OAs: FC3. Face-to-face, Communication, Coaching, Command.

Face-to-face (Presence)

They are in a position of authority, but authority alone doesn't make things happen in a practice. They must be “people people.” Their Presence and Face-to-Face set the tone for the culture of the whole practice. If they can form and perform their roles in supportive relationships with their team, they will properly provide and administer the basis of the bottom-up structure that supports the team that supports the patient, and this is a primary function of their job.

Communication

They understand the minutiae of everyone’s day and the way that all of roles impact and connect to each other. Giving up control allows them to lead, and no one feels comfortable giving up control until they have good communication and interface with their teams.

Coaching

One of the primary responsibilities of these authority figures is to coach the team. This can be hard to find time for, but it’s important that time is in fact made for it.

Command

Command is not coercive, from the threat of a club of one kind or another; it is creating the ability to be in command of each day’s performance. Relationships and communication are the basis of that capability to synchronize, and coaching supplements the abilities of each team member functioning in their component roles. Command comes from understanding what’s happening as you attempt to realize an end result. To keep Values and Vision clear, to connect them to what must happen, and to help those things indeed happen, is to command.

4Blocks

FC3

As an Office Administrator, you handle many tasks, duties, and situations each day, but you know you’re doing your part to help patients and the whole team when you:

1) Set an example by having extraordinarily constructive interactions with patients and team members, and maintain and facilitate warm and open communication with and between the whole team,

2) Serve as collector, organizer, conduit, and triage for all information and communication across all departments in the practice,

3) Work with the team to supply clear, equitable, actionable feedback on their performance, and supply resources for their improvement, and

4) Initiate and manage the dissemination, application, interpretation, and troubleshooting of company Vision and constituent policies

F= Face to Face (Presence)

Everyone in the practice needs to practice good Face-to-Face. If we connect warmly on a human level to establish trust and open communication, we can give exceptional care to patients and support each other as a team. As an OA, and a leader in the practice, you must also serve as an example of how to do this.

To help you master your role, you will be given Effective Actions to focus on from time to time. To give some examples in no particular order, here are some 4Block tasks centered around F=Face-to-Face that you will master working as an OA:

staff support patient interaction doctor support

Sample EAs:

1) Each time you laugh with a team member 2) Each time you have a positive, smiles-and-laughter interaction with a patient 3) Every time you positively influence and guide a team member in their Presence and Face-to-Face 4) Every time you evangelize the practice in the community

C=Communication

As an OA, you gather and process information to assemble and maintain an overhead view of the whole company, and assist the whole team in their roles by sharing the clarity of this perspective.

To help you master your role, you will be given Effective Actions to focus on from time to time. To give some examples in no particular order, here are some 4Block tasks centered around C=Communication that you will master working as an OA:

Perform ongoing mediation of communication between patients, staff, and doctors Initiate and assist in problem-solving with patients, staff, and doctors Serve as a go-to knowledge source for company Vision, policies, and their rationale

Sample EAs:

1) Every time you use an Individual’s Strengths tools (Kolbe, Disc, Forte) to enhance a communication 2) Every time utilize the combined Strengths of a group to adapt and manage a situation within the practice 3) Every time you clarify an issue with a Doc

C=Coaching

As an OA, you understand the Vision of the company, its constituent policies, and their rationale. You are aware of the status of the whole practice and can communicate your clear understanding of benchmarks and success criteria for all practice roles. For this reason, you are uniquely equipped to regularly review the performance of the team and deliver clear, actionable feedback tied to bonuses.

Working with staff in areas that need improvement/helping staff understanding the "why" Giving objective feedback consistent with each role’s 4Blocks Working with mentors and the rest of the team to gather and share information to facilitate the development of new efficiencies and best practices.

Sample EAs:

1) Every time you use a teachable moment 2) Every time you successfully help a Team member use feedback constructively 3) Every time you use insight from your relationship to identify a team member’s personal situation as a factor in an interface or decision

C=Command

As leaders of the practice, you are responsible for ensuring that each department and team member can execute their roles to accomplish the Vision of the company.You keep role expectations and procedures clear and practicable, and work to ensure full-team participation in our policies. You ameliorate any emergent challenges the Team faces in the process of trying to take care of patients. You command by making the course of action clear for everyone so they can execute the Vision of the company.

Coordinating Mentoring efforts to present an organized effort the team respects and uses as a resource Working with staff, mentors and owners to analyze and constantly improve KPIs and metrics to ensure the review rubric equitably and practicably connects team performance to patient outcomes, compensation, and the bottom line.

Sample EAs:

1) Every clarification with a team member you deliver without owner’s input 2) Every event with a positive impact on net revenue 3) Recognizing team members for a specific positive contributions 4) Dedicated effort into events with direct positive impact on the culture of the entire team. 5) Every positive interaction helping a mentor do their job better