Sidekick - Summer 2011 - (Page 58)

Providing Better Hiring for Dental Practices by: Kenneth Trueman, Director of Marketing for Iscopia Software Although the success of any organization ultimately depends on its people, the hiring of people is not usually the core competency of an organization. Hiring is, in fact, a source of pain for almost all organizations, but the cost is not borne proportionally. Larger organizations have dedicated HR departments whereas small and medium-sized businesses (SMBs), particularly dental practices, often must rely on the dentist or the office manager. In such cases, hiring is one responsibility among many that the dental team must assume, competing for resources and attention with patient care, scheduling, billing, and inventory management. Dental practices are extremely people-focused, with a high degree of customer interaction at every level of service delivery, thus increasing the importance of getting hiring done right. However, hiring is made difficult by the very nature of the process. Some aspects that compromise its effectiveness are; high applicant volume; the inherent shortcoming of the resume with its broad variations in quality, content, and presentation; dentists or other team members pressed into the role of hiring manager while maintaining other responsibilities; and finally, the lack of a standardized process that precludes informed candidate comparisons while creating the possibility of decision bias (and its ethical and legal implications). Taken together these elements increase the likelihood of making a bad hire. The costs of a bad hire are particularly nebulous for dental practices. Hard dollar costs—actual expenditures—include the cost of hiring and, where applicable, providing severance to a bad hire; the cost of posting ads to attract new candidates; the cost of ordering candidate tests and background checks anew; and finally the cost of performing on-the-job training all over again. These can easily add up to thousands of dollars. Bad hires also result in intangible or soft dollar costs, including the cost to a practice’s reputation of a poorly performing employee; the impact of such an employee on patient satisfaction; and finally the impact on colleague morale. Whether such soft dollar costs are short-lived or not, additional effort will need to be deployed by the dentist to mitigate and repair their impact. So if an ineffective hiring process and its costs can readily be described, what are the components of a successful hiring process? The components of a good hiring process include properly documenting the requirements to perform the job effectively beforehand, as well as determining, in advance, the steps that all candidates will follow, from initial application through to phone interview and in-person interview. However, what makes a hiring process great, and ultimately successful, is the integration of job requirements and hiring steps with data. Capturing each candidate’s experience, knowledge, skills, attitudes, personality traits, and general employability (using tools such as psychometric tests) and converting them into unbiased, objective data that can be presented in a concise, meaningful way allows for informed comparisons to be made and inappropriate candidates to be filtered out early on. It also drives candid discussion when candidates are interviewed in person. And finally, it provides confidence when it comes time to make a formal job offer. Keeping in mind the previously discussed constraints on a dental team’s time and resources, the implementation of such a SIDEKICK 58 Summer 2011 Sidekick

Table of Contents for the Digital Edition of Sidekick - Summer 2011

Sidekick - Summer 2011
Table of Contents
Hoekwater Family Dentistry
Traveling With an Old Friend
A Case Study of Acute Changes in Dental Occlusion: Digital CBCT Analysis
We Do That!
Improving Periodontal Treatment Acceptance
Henry Schein Financial Services
Fiscally Fit in 2011
Featured Designs
Smile Design Esthetics
Arkansas Family Dental
Privileges
Distinctive Advantage
Clay Center Family Dental Care
TechCentral
New Tools From i-CAT
Better Hiring Techniques for Dental Practices
Tips From the Top
Exploring the Use of QR Codes in Dental Practice Marketing
Gendex–Past Legacy and Future Innovation
iPad? Xoom? Making Heads or Tails of Tablet Computing
Gearhart Dentistry–Dr. Stephanie White
Professional Practice Transitions

Sidekick - Summer 2011

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