Do’s and don’ts for cross-training your staff

Most practices are small businesses, with 10 or fewer employees. When a staff member is absent, it can wreak havoc on practice operations. Cross-training employees in additional duties is an excellent way to ensure the practice performs at a high level even when staff members are out of the office.

Start with the front office. All front desk staff members should be cross-trained so that the practice can function effectively when someone is absent. For example, the scheduling coordinator should know how to process a credit card payment and indicate that a bill has been paid in the practice management software. The more each staff member knows what to do, the smoother the practice will run when a fellow employee is on vacation.

Don’t put it off. Employees go on vacation, get sick occasionally, and have to miss work for various other reasons. Put yourself in the best position to deal with employee absences by cross-training your team.

Dr. Roger P. Levin is CEO of Levin Group, a leading practice management and marketing consulting firm. To contact him or to join the 40,000 dental professionals who receive his Practice Production Tip of the Day, visit LevinGroup.com or email [email protected].

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