Setting up a structure for creating office processes is an essential part of improving efficiency and removing costly bottlenecks. Doing so is a team effort. That’s why it’s wise to consider either hiring a consultant with expertise in this area or to look for these skills when hiring administrative personnel.

Lead with vision, not fear. “Early on, I realized that as a leader, you have to avoid assuming you know everything because you’re a doctor,” says James V. Anderson, D.M.D., CEO of eAssist Dental Solutions. As one of the fastest growing private companies, eAssist discovered early on the importance of building a strong, self-managed team and trusting them to make decisions. “Tell your team what to do but let them figure out how to do it. If the front office has a problem, don’t solve it for them. Give your team the stewardship to bring their own ideas to the table to fulfill their responsibilities. Your role is to remove obstacles from the front office, assistant and hygienist — not to overly prescribe how they get their job done. This takes the burden of responsibility off your shoulders and empowers your team to succeed.”

When building a team, search for individuals who know how to create custom processes, not just ones that are “off the shelf,” since these will need to be customized for your specific business. Write a job description for an office manager or other administrative team member who is systems-driven. During interviews, inquire what systems and processes they’ve implemented in the past that had the most impact. Ask them to describe their methods for identifying and improving processes.