New Practice Manager? Here’s How to Get Started on the Right Foot
Updated: Sep 19
Getting ready to start a new job as a practice manager? Whether you’re brand new to the industry or you’re joining a new team or you’ve managed to climb to the next rung on the leadership ladder, getting off on the right foot is imperative, not only to your own long-term success, but to that of the practice as well. Let’s take a look at a few tips that can help you hit the ground running and start making a positive impact as soon as possible.
Embrace the Awkwardness
There will almost always be a learning curve when starting a new position, and practice manager is no exception. Understand and accept the fact that everything may not go as smoothly as you’d like right out of the gate. You will likely make mistakes, and that’s ok – as long as you own them and learn from them.
This is especially the case if you are transitioning from another role into practice management. For instance, you may have been a rock star veterinary technician, but that level of confidence will take time to develop in your new role. Be honest and don’t be afraid to ask others when you could use some support.
Acknowledge Change
Change is never easy. Whether you’re brand new to the team or you’re climbing the ladder within the practice, understand and expect that you may encounter some resistance. This will be compounded as you optimize operations and introduce new processes. The best way to combat this is to accept the fact that change is difficult, be forthcoming and transparent, invite your team to share their questions or concerns, and be clear about the why behind your decisions.
Establish Boundaries
Your job is to manage the practice. Recognize that this may require you to be firm in some situations. Taking on the role of disciplinarian can be particularly challenging for someone who has been promoted from within. Suddenly you are no longer a peer but an authority figure. You don’t have to rule with an iron fist, but you should set some boundaries and establish your new role as early as possible.
Just Say ‘No’
If you’ve got a background in veterinary medicine, chances are you’ll be tempted to step in and help your team. This may be fine in a situation where you are short-staffed, but for the most part, you should be focusing your effort on doing your own job and empowering others on your team to do theirs. You’ll learn quickly just how many hats you’ll have to juggle in your new role without adding more to the pile. Be willing to say ‘no’ and delegate when necessary.
Give Grace
If you’re new to practice management, you’re in for a whole host of changes and challenges. Just as you are becoming familiar with your role, your team is also acclimating to you. Be gentle with yourself and remember, at the end of the day, your employees want you to succeed. Sometimes this may require having uncomfortable conversations or making difficult decisions. When times get tough, ask yourself a few key questions:
Is this good for the practice?
Is this good for the client or the patient?
Is this good for my team?
If the answer is ‘yes,’ then you are on the right track. Remember – not everyone will always agree with your choices, but they do need to respect them. And earning that respect takes trust, which takes time. Be patient with yourself and before you know it, you’ll have that practice running like a well-oiled, productive and profitable machine!
Our Advice for New Practice Managers: How to Get Started on the Right Foot in 2024
What specific skills and qualifications should a new practice manager possess to be successful in their role?
A new practice manager should possess strong leadership and communication skills to effectively manage and motivate the team. Organizational and time management skills are crucial for handling the diverse responsibilities of the role. Experience in the veterinary field provides valuable insight, but a solid understanding of business management principles is equally important. The ability to navigate change and resolve conflicts smoothly is essential for maintaining a harmonious work environment. Additionally, proficiency in using practice management software and financial acumen will help ensure the practice operates efficiently and profitably.
What strategies can be employed to build trust and rapport with the existing team?
Building trust and rapport with the existing team requires a combination of transparency, active listening, and inclusivity. Start by clearly communicating your vision and the reasons behind any changes. Hold regular meetings to invite feedback and address concerns, demonstrating that you value their input. Show empathy by acknowledging the challenges they face and offering support. Consistently follow through on promises to establish reliability. Foster a collaborative environment by involving team members in decision-making processes, which promotes a sense of ownership and mutual respect. These strategies can create a strong foundation of trust and rapport.
How can a new practice manager prioritize their goals and initiatives based on the unique needs and challenges of the vet practice?
A new practice manager can prioritize goals and initiatives by first conducting a thorough assessment of the practice's current operations, identifying key strengths and areas for improvement. Engaging with staff to gather insights and understand their challenges is crucial. Based on this information, prioritize initiatives that address the most pressing issues, such as improving patient care processes, enhancing client satisfaction, and optimizing operational efficiency. Establish clear, measurable objectives and create a timeline for implementation. Regularly review progress and adjust priorities as needed to ensure alignment with the practice's overall goals and needs.
What communication strategies should a new practice manager use to clearly articulate their vision, expectations, and decision-making rationale?
A new practice manager should use clear, consistent, and transparent communication strategies to articulate their vision, expectations, and decision-making rationale. Start with an all-staff meeting to introduce the vision and key goals, ensuring everyone understands the overarching direction. Follow up with regular updates through meetings, emails, and newsletters to maintain transparency. Encourage an open-door policy where team members feel comfortable asking questions and providing feedback. Use specific examples and data to explain the rationale behind decisions, and actively listen to concerns, addressing them promptly. This approach fosters trust, clarity, and alignment within the team.
What metrics and key performance indicators should a new practice manager track to assess the impact of their initiatives and identify areas for ongoing optimization?
A new practice manager should track key metrics and performance indicators such as client retention rates, appointment adherence, revenue growth, and patient outcomes. Monitoring client satisfaction through surveys and feedback forms provides insights into service quality. Staff productivity and engagement levels can be assessed through performance reviews and feedback. Financial metrics, including profit margins and expense management, are crucial for evaluating operational efficiency. Additionally, tracking the success of marketing campaigns and digital engagement can help measure the effectiveness of outreach efforts. Regular analysis of these KPIs helps identify areas for ongoing optimization and ensures the practice's continuous improvement.
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