An Interview of Dr. Linger By Jack (a patient).

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    Posted by Dr. William Linger, DDS, MAGD

    jack a patient of dr linger

     

     

    Jack Smith, a student at University of South Carolina and member of the swim team, wrote a paper on William Linger, DDS, MAGD for his healthcare management class. Jack is a patient of Dr. Linger and we wanted to share some of it with you:

     

     

    Dr. William Linger is a dentist who manages his own practice in Charlotte, NC with a well-qualified staff of dental assistants, hygienists, patient comfort specialists, and patient caretakers.  The William Linger Dentistry team has nine members that each play a role in creating a stress-free environment for their patients.

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    Dr. Linger graduated from West Virginia School of Dentistry in 1996 and has sense then continued his education, incorporated new and innovative treatment options not offered at most dental facilities. 

    Few dentists have received the level of training that Dr. Linger has as a Master of the Academy of General Dentistry; less than 1% of dentists have achieved this designation. He uses the extensive training and experience to treat even the most challenging dental situations, by performing all treatment in one facility (William Linger DDS, MAGD, 2017). 

    William Linger Dentistry provides services for individuals seeking specific operations or treatments; they also offer simple routine dental check-ups under the same roof. 

    I was fortunate enough to interview Dr. Linger about what it is like to manage his practice and his responses helped put information I have learned in class in a real-world perspective. One of the main factors that places William Linger Dentistry above other offices in the Charlotte area is the uniquely qualified team of dental assistants and patient comfort specialists that Dr. Linger has recruited to work alongside him. 

    Because his practice is constantly being updated with the newest dental procedures and techniques, it is important that all staff members be willing to update their skill set and further their learning when necessary. Operational innovation, including development and use of clinical procedures and practices, is something Dr. Linger incorporates into his practice as the office manager

    When asked how he recruits personnel that can affectively change with this operational innovation, Dr. Linger gave a response that clearly defined why he is an exceptional leader.  He said he does not recruit based on an individual’s skill set, his focus is on their personality and ability to preserve a positive work environment. 

    His philosophy is that “skills can be learned, but personality is unteachable” (personal communication, November 28, 2017).  Hiring a staff that is friendly and trainable is what makes Dr. Linger an outstanding health care manager. If he were to hire the most intellectual dentists in the field, his place of business would be nowhere close to the comforting environment he has established.

    It is because he requires his staff members to be both pleasant and moldable that his practice is so successful. To maintain a positive atmosphere, Dr. Linger makes every potential hire take a personality test designed to make sure they mesh well with the team.  Since the office has fewer than ten staff members, the office atmosphere could be significantly altered by adding one more person to the mix.

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    In addition to the personality test, current employees are encouraged to provide feedback on anyone that is applying for a job. The feedback he receives is seriously considered before any final decisions are made.  It is not required for all health care managers to hire staff this way, but it allows for a much better everyday experience for employees and patients.

    Hiring health care workers with upbeat personalities is something a manager should consider when recruiting new employees. Having a friendly staff is vital the program’s success, especially in an environment with so much one-on-one interaction, but a manager’s ratio method of determining needs must also be conducted. 

    The ratio method of determining needs estimates the staffing needed for non-medical areas, such as medical records or accounting, based on the number of patients or work to be accomplished.  I asked Dr. Linger how this was conducted and he said only one staff member was needed to fulfill these duties because of the size of his practice.

    Carolyn-Small.jpgCarolyn Sinclair is the patient concierge for William Linger Dentistry and is always the first smiling face patients meet.  She is the employee that handles all the non-medical work for the office.  A few times a week she has some help from Dr. Lingers wife, Sabrina Linger, but Carolyn is the full-time book keeper on duty. 

    On the William Linger Dentistry website there is a short biography of each team member. Carolyn’s states “[she] is your “go-to” person in the office. With over 10 years of dental experience, she will take care of all the administrative details around your treatment” (William Linger DDS, MAGD).  As a health care manager, Dr. Linger’s ratio method of determining needs has found him an excellent employee to handle office administration..

    Dr. Linger goes above and beyond as manager to ensure his team is satisfied and comfortable and they all do the same for their patients.  The health care quality that is offered at his practice is unlike any other dentistry, especially involving the amenities of care.

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    When walking into Dr. Lingers office you are immediately greeted by the concierge at the front desk who makes every greeting personal.  In the lobby, there are numerous free snacks and drinks for patients to enjoy while they wait.

    Also, the entire facility has a relaxing and modern décor that allows visitors to not mind waiting for an appointment.  These aspects speak to the patients’ interests and are not features you can find at most health care facilities.

    One amenity of care that stands out among other practices is full time staff member Sadie the therapy dog.  Sadie is Dr. Lingers personal Cockapoo that is on staff to reduce patient anxiety and create a more comfortable environment.  Having an adorable dog in your lap during an appointment involving strange tools and uncomfortable procedures can help calm an individual of any age. 

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    Patients can also follow Sadie on social media in between visits which allows for a more personal connection with the practice. It is amenities of care like Sadie that speak to the quality dentistry that patients will encounter at William Linger Dentistry.

    Education on cultural competence for a manager and his employees is a topic that is addressed in any occupational field.  Health care organizations must be willing to respond respectfully and effectively to people of all cultures, classes, races, ages, sexual orientation, geographic regions, ethnic backgrounds, and religions in a manner that recognizes and values the dignity and worth of all.

     

    I asked Dr. Linger if his schooling or any of his team’s education involved instruction on cultural proficiency in the office. He said that “every health care professional has experienced these lectures at some point in college but we don’t have to emphasize it at our practice. Basically, just treat people the way you want to be treated.” (personal communication, November 28, 2017). 

    dr linger dentistryAt William Linger Dentistry, the manager and employees are capable of treating patients of any background. They receive patients from all over the Charlotte area and naturally bring in a diverse clientele.  He informed me that no mater your race, teeth are teeth, so proper care can and will be administered to anyone at William Linger Dentistry.

    A health care organization is a complex dynamic and requires a well-educated manager to oversee all functions within it.  Dr. Linger has proven to be an exceptional manager and has created a thriving practice with a team of skilled dental assistants. 

    I am so grateful to have had the opportunity to interview him and apply what I have learned to a real-world setting.  Even if I did not plan on going into dentistry, or any other health field, I can still apply what I have learned about exceptional management skills to my future occupations.

     

    Topics: Dentistry

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