Most dental practices have someone with the title of office manager who spends their day posting payments and filing insurance claims. That's not an office manager — that's a super employee. In this episode, Dr. Dill and Toria break down what a real office manager actually does: driving the team, hitting production goals, training staff, and running the practice the way the owner doctor would if they weren't in the chair.
The conversation covers how to identify the right person to promote — hint, it's usually a dental assistant, not a hygienist — and why personality matters more than experience. Toria shares her own story, starting as a sterile tech and eventually becoming COO. None of their office managers came from business school. Every one of them was homegrown.
Dr. Dill and Toria also get into the money side — salary versus hourly, when to give raises, how to structure bonuses, and how to incentivize an office manager with personalized goals rather than generic rewards.
A real office manager drives production, trains staff, and runs the practice — not just schedules and posts payments.
Promote from within. Dental assistants make the best office managers — they know every area of the practice.
Pay salary, not hourly. Office managers take calls at 9pm — you can't clock that.
Raises only come with results. Stats up, skills up — then raise. Numbers down, no raise.
Know their personal goals and help them get there. The best incentive is knowing what your office manager is working toward.