An employee should be delegated all tasks that are legally delegable and for which he or she is properly qualified. Employees cannot work to achieve their maximum productivity if they feel they are not given responsibility for which they are answerable. Responsibility denotes duty or obligation. It also denotes follow-through and completion of a project. An employee who is to become a valuable member of the dental health team must be delegated responsibility. If responsibility is withheld, then it is assumed that the administrative assistant or employer does not feel the employee is capable of the task, and concern should be given for retaining this employee.

Respect is consideration or esteem given to another person. Each member of the dental health team must respect the others’ education, skills, and values. To not have respect indicates a lack of confidence and again reflects a poor attitude toward another person’s capabilities. Each member has a major role on the team and should possess expert skills and credentials that warrant respect.

Rapport is a mutual trust or emotional relationship that exists among the office staff members. Each dentist sets the tone for the rapport in the office. A good rapport in the office is effused to the patients who recognize how well the team members work together during tense times and how they enjoy each other’s professional friendship.

Recognition is achievement. A person can be recognized for a task well done or for special achievements. Recognition can come in the form of verbal praise or a sign placed in the office recognizing employment and credentials.

Remuneration is a monetary recognition of achievement. Most employees say that they are willing to work hard if they are compensated for their efforts. Remuneration should be based on education, merit performance, longevity, and cost of living. Dentist employers who affirm that their employees have worked with them for many years, with repeated job satisfaction reviews, are those who delegate responsibility; create good rapport in the office; respect, trust, and recognize their employees; and provide compensation commensurate to other small business and allied health employment.

The basic functions of an administrative assistant in a dental office are shown in the schematic drawing in Figure 2-2. Some assistants may interpret this diagram to mean that their job is “a vicious circle.” In actuality many of these functions overlap, and the basis for each depends on planning. Sound planning before beginning an activity may eliminate the need for crisis management, or handling one crisis after another.

Planning is identifying what is to be done in the future. The goals and objectives discussed earlier are vital to planning. The administrative assistant will be involved in long-range planning as well as daily planning.

Organizing is determining how the work will be divided and accomplished by members of the dental team. After procedures have been identified and tasks enumerated for each procedure, the administrative assistant is required to assign the duties to specific staff members. It is essential that the dentist give this authority to the administrative assistant. Without this authority, the administrative assistant cannot manage effectively.

Staffing includes the recruiting, selecting, orienting, promoting, paying, and rewarding of employees. Cooperation between staff members will be necessary as new employees are integrated into each technical area of the office. Staffing also involves instructing, evaluating, and educating employees and providing opportunities for their future development. Additionally the business administrative assistant is responsible for recommendations of an appropriate system of pay and benefit package.

Leading involves directing, guiding, and supervising the staff in the performance of their duties and responsibilities. It consists of exercising leadership; communicating ideas, orders, and instructions; and motivating employees to perform their work effectively and efficiently. This is really the “people” function of management.

Controlling is the function of management that deals with determining whether or not the plans are being achieved and, when necessary, making decisions to modify the plans to achieve the specific objective.

At this point one may wonder what basic skills are required to function as an administrative assistant and perform the administrative role effectively. Although many skills are needed, a few of the most important ones are the following:

The relative importance of these skills varies according to the type of office; the type of practice, whether it is a specialty or general practice; the job being performed; and the staff being managed.

Conceptual skills involve the ability to acquire, analyze, and interpret information in a logical manner. These skills help to put an idea or concept into perspective and perceive how this idea would affect the whole practice.

Human relations skills aid in understanding people and allow effective interaction with them. These skills are vital in a health profession and involve communication, motivation, and an ability to lead.

Administrative skills are those that help you to use all of the other skills effectively in performing administrative functions. These include the ability to establish and follow policies and procedures, process paperwork in an organized manner, and coordinate activities in the office.

Technical skills include understanding and being able to supervise effectively the specific processes, practices, and techniques required of specific jobs in the business office. This is the use of all of the knowledge of dentistry and business that allows the performance of day-to-day operations in the office.

In addition to the basic skills the administrative assistant should possess, the professional attitude and ethics of this person have a significant influence on the staff. The following suggestions may identify some attributes of an ethical, caring administrative assistant: