Building a Solid Staff
Résumés don't tell you everything
you need to know about potential employees. You may have to read between the lines
to discover their best qualities.
Susan A. Resnick, O.D., New York
publications and practice management seminars offer valuable information and advice
for hiring, training and managing staff, but often they don't convey the intangible
elements that build a reliable and efficient office team. For the past two decades,
I've had the good fortune to work with a group of professional people, several of
whom have been with our practice longer than I have. Every staff member helps create
a pleasant experience for our patients. In this article, I describe the qualities
I look for in my staff and share the team-building insights I've learned over
Searching for Staff
My colleagues and I always use several sources
to find new job candidates for our multi-site practice. In addition to placing newspaper
ads and contacting employment agencies, we ask our current employees for referrals
and tap our patient base. We attract quality personnel by offering competitive salaries
commensurate with experience and the local cost-of-living. Full-time staff members
receive health benefits and may participate in a profit-sharing plan.
Although experience is a plus, we also
look for other important qualities. We're more concerned with a candidate's demeanor,
temperament, communication skills and willingness to learn than with cumulative
experience. Above all, we're looking for employees who will support and advance
our practice philosophy. (See "Our Practice Philosophy" for details.)
Dr. Resnick and her partners depend on their
New York office staff to support the mission of their five-O.D. practice. Team members
include (left to right): Cary Hirschfield, supervising optician/contact lens fitter;
Ingrid Romero, administrator; Liselle Del Castillo, technician; AmyRose Javier,
administrator; Kumiko Suzuki, Japanese liaison/interpreter; and Jane Lim, technician.
Ask Your Current Staff
Our staff comprises several unique, versatile
and dedicated individuals who list actor, designer, mother, student and teacher
among their qualifications. Recently, I asked several of them to answer two questions:
"What attracted you to our office?" and "Why are you still here?"
Their responses were thoughtful, candid
and as diverse as their individual personalities, but I detected several common
threads in their comments.
learn. Several employees mentioned they were attracted to our practice by
the promise of on-the-job training. Our long-time office manager explained the
opportunity to learn new skills and grow into new responsibilities fuels her ongoing
enthusiasm for her job. She especially enjoys cross-training for other duties, which
gives her broader learning experiences and a greater variety of daily tasks. In
return, the office gains better coverage for staff vacations or illness and the
ability to use personnel more efficiently.
Concern for others. Two of our technical supervisors have adapted teaching
skills they acquired in the non-optometric world to their jobs as patient educators.
They thrive on the thanks they get from patients, and they say helping people is
the most gratifying part of their job. Their dedication to patient care shines through
in the way they treat patients and work with other staff members to fulfill our
to excel. Employees are happiest when they're doing what they like best,
so we give our staff members incentive to practice at the highest level of their
training. One optician jumped at the chance to work exclusively with contact lenses
and, over time, successfully built his own practice within our office. He fits all
types of contact lenses, specializing in cosmetic tinted and custom masking lenses.
In addition to dispensing contact lenses, our other contact lens technician spends
half her time single-handedly running our eyeglass dispensary. She was attracted
to her position by the potential to broaden her contact lens skills and practice
in a private setting. Finally, a part-time administrative assistant who's studying
to be a designer appreciates the flexibility and income that help him pursue his
career dreams. We benefit from his detailed-oriented nature and outgoing demeanor.
He makes patients feel special by talking about their jobs and interests and picking
up right where he left off on their next visit.
For more than 40 years, our offices have strived
to provide state-of-the-art contact lens and related ophthalmic services
in a most courteous and comfortable environment. To whatever extent we have achieved
this goal, we are indebted to our hard-working and dedicated staff and to you, our
loyal patient following.
You may rest assured that we will continue
to spare no effort or expense in carrying out our mission of providing the finest
care and services possible. If we falter along the way, please let us know how we
can better serve you.
Signs of Success
Building a well-integrated office staff requires
more than finding the "right" people to fit the job. The real trick is recognizing
the strengths of each individual while fostering an atmosphere of shared goals and
respect. We know we've succeeded because patients frequently compliment us on how
well we run the office, and they commend the attentive, courteous behavior of our
staff. Our employees express their dedication to the greater good of the practice
through the quality of their work and their interactions with patients.
Over the years, I've discovered that
seemingly unlikely candidates often make surprisingly good employees. I attribute
much of our success to our staff's trust, respect and continuing support. They've
helped me and my partners achieve the clinical excellence and level of patient care
our patients have come to expect from our practice.
A 1983 graduate of SUNY State College of Optometry,
Dr. Resnick is a principal in the New York City-based practice of Drs. Farkas, Kassalow,
Resnick and Associates.
Optometric Management, Issue: September 2005