Module 1: The OM Defined

• Understand the basics of orthodontics and how the OM supports the practice.
• Explain why the OM role is essential to patient flow and business operations.
• Describe the orthodontic patient journey and where the OM impacts each stage.
• Identify the five primary roles of an Office Manager.

Module 2: Who You’re Leading

• Recognize challenges with “family-style” team dynamics and healthy boundaries.
• Identify the seven doctor types and adjust communication accordingly.
• Understand the purpose of each department and position in the practice.
• Bridge gaps between admin and clinic teams for better collaboration.
• Use the practice org chart to clarify structure and reporting.

Module 3: The Great Talent Search

• Define key roles and responsibilities within the practice.
• Identify where to find strong candidates and what traits to look for.
• Apply essential interviewing skills and principles.
• Understand basic compensation considerations.
• Build an effective onboarding and training process.

Module 4: Building Office Culture

• Define practice culture and why it matters.
• Establish expectations and clear SOPs.
• Use accountability systems to maintain consistency.
• Recognize daily rhythms that reinforce culture.
• Distinguish management duties from leadership responsibilities.

Module 5: Creating Your Patient Experience

• Understand how branding shapes the patient experience.
• Explain why a digital-first approach is essential.
• Differentiate customer service from hospitality.
• Create a memorable practice vibe.
• Communicate clearly and positively with patients and families.

Module 6: Scheduling & Appointment Management

• Explain how scheduling impacts team stress and efficiency.
• Improve doctor-time utilization and reduce bottlenecks.
• Streamline workflow processes.
• Optimize non-doctor days.
• Manage emergencies and rescheduling effectively.

Module 7: Office Management Technology

• Navigate PMS systems and digital record tools.
• Use technology to support communication and teamwork.
• Apply task-management tools to stay organized.
• Evaluate when software updates or upgrades are needed.

Module 8: Financial Management

• Understand orthodontic insurance basics.
• Oversee revenue cycle tasks like billing, posting, and follow-up.
• Monitor overhead and practice expenses.
• Track KPIs to support informed decision-making.

Module 9: Regulatory Compliance

• Identify OSHA safety requirements.
• Understand HIPAA rules and compliant communication.
• Recognize state-level requirements for orthodontic practices.
• Implement cybersecurity and financial-safety practices.

Module 10: Saying Goodbye

• Prepare for and manage inevitable staff transitions.
• Identify common reasons employees leave.
• Maintain appropriate documentation during departures.
• Handle separations professionally and respectfully.

Module 11: Practice Marketing & Growth

• Understand the three pillars of ortho marketing.
• Apply strategies for attracting and retaining patients.
• Implement core marketing methods used by successful practices.
• Recognize indicators that the practice is ready to scale.

Module 12: What’s Next?

• Review key takeaways from the course.
• Integrate new systems and skills into daily operations.
• Identify personal and professional next steps.
• Apply final insights toward continued growth as an OM.