Executive Doctor Leaders: Bridging Clinical Excellence and Business Strategy in DSOs

I recently had a conversation with a Chief Clinical Officer (CCO) of a mid-sized Dental Service Organization (DSO) who shared a candid revelation: “I am not sure what I am supposed to be doing.” Having taken on the role five years ago, he found himself pulled in various directions, uncertain about how to structure his responsibilities to make a meaningful impact. Transitioning from chairside duties to a strategically focused position presented significant challenges. Yet, he acknowledged the critical importance of his role in driving the success of their DSO.

This conversation underscores a common issue many CCOs face—navigating the complexities of their role and finding their footing in an evolving landscape. The importance of a well-defined and effectively supported Chief Clinical Officer cannot be overstated, as they play a pivotal role in bridging clinical excellence with organizational strategy, ultimately contributing to the overall success and growth of DSOs.

At the recent “Evolving Group Dentistry” conference, there was extensive discussion around the importance of the executive doctor leader and their role in bridging the gap between clinical excellence and business strategy. Understanding the makeup of Dental Service Organizations (DSOs) is crucial.

DSOs primarily function to provide non-clinical services to doctors. DSOs serve doctors, who are their primary customers, and it is imperative for these doctors to partner in management to ensure the highest quality of care for patients. For this partnership to be effective, doctors need a seat at the executive level to assist with strategy and execution and to represent the voice of the clinicians.

An effective CCO is not merely an administrative figure but a pivotal force driving both clinical excellence and business success. Here’s how an effective CCO can be instrumental in your organization:

1. The Advocate for Clinical Perspectives

First and foremost, the CCO provides critical clinical perspectives in strategic decisions. Acting as the advocate for patients and chairside clinicians who often feel unheard and unseen, the CCO ensures that the voices of frontline clinicians are included in high-level strategic discussions. By representing clinical interests, the CCO helps prevent decisions that might seem advantageous on paper but are impractical or detrimental to patient care. This advocacy supports the creation of policies and strategies that are both clinically sound and aligned with business objectives.

2. The Conduit for Clear Two-Way Communication

Secondly, the CCO is a vital conduit for clear two-way communication within the organization. This role extends beyond merely relaying information; the CCO translates key decisions, practices, and challenges into understandable terms for both the leadership team and clinicians. Ensuring that every “what” is accompanied by a clear “why,” the CCO facilitates open dialogue, mitigates misunderstandings, and fosters a culture of transparency and trust.

3. The Connector of Implementation and Feedback

Thirdly, the CCO is the connector who oversees the implementation of strategic changes, monitors their adoption and effectiveness, and makes adjustments based on feedback from frontline staff. This hands-on approach ensures that changes are practical and beneficial, thereby enhancing operational efficiency and patient care. By bridging the gap between strategy and practice, the CCO ensures that initiatives are not only implemented but are also effective and sustainable.

4. The Glue that Holds the Clinical Team Together

Lastly, the CCO acts as the glue that holds the clinical team together, being responsible for hiring, retention, and performance. The CCO’s role is far-reaching, supporting the overall success of the group by ensuring that the clinical team is cohesive, motivated, and aligned with the organization’s goals. This multifaceted responsibility underscores the critical nature of the CCO’s role in fostering a thriving clinical environment.

The Making of a DSO Chief Clinical Officer

Effective CCOs are not born; they are made. Just as Steph Curry’s impeccable three-point shot is the result of relentless practice and invisible work between games, CCOs require specialized training, support, and mentorship. Investing in the development of CCOs is essential for cultivating leaders who can navigate the complexities of modern dental practice.

Supporting Chief Clinical Officers and clinical leaders is crucial, and it is precisely what initiatives like the Clinical Leadership Forum aim to do. By providing CCOs with the resources and mentorship they need, organizations can ensure they are well-equipped to lead effectively.

Investing in Doctor Leadership

Investing in doctor leadership has become more important than ever, a fact highlighted by the challenges faced during the pandemic. Doctor leadership was essential in navigating through that tumultuous period, and it remains crucial for the future success of dental groups.

The Importance of Doctor Leadership Today

The unique challenges and opportunities in dental groups underscore the importance of doctor leadership. Here are a few key areas where doctor leaders are essential:

Orientation and Mentorship: To retain new dentists, it is vital to invest in their onboarding and ongoing success. With many new graduates lacking clinical skills, organizations must decide whether to let these doctors struggle or to invest in them to expand their skills.

Communication Skills: Generational challenges with communication skills are becoming increasingly apparent. Poor treatment plan presentation, chairside manner, and emotional intelligence can significantly impact patient care. Investing in communication training is essential for improving these skills.

Recruiting: Doctors prefer to work with other doctors. Therefore, involving doctors in the recruitment process is crucial. Marketing an organization as doctor-led is not enough; active doctor involvement in interviews and hiring decisions is essential.

Business Decisions and Clinical Autonomy: Friction often arises from business decisions made in the management silo or the “ivory tower.” Doctor partners may not fully understand their role and may believe they have complete autonomy, leading to conflicts. Clear communication and defined roles are necessary to mitigate this issue.

The Essential Role of the CCO

The commitment to developing and supporting Executive Doctor leaders is rooted in over two decades of working closely with Dental Service Organizations (DSOs). During this time, close collaboration with Executive Doctor Leaders has demonstrated their profound impact on the success of these organizations. Extensive experience in the field has shown that effective leadership is essential for driving clinical excellence, operational efficiency, and overall growth. This focus on fostering the development of dentist leaders leverages unique perspectives and expertise to contribute to their success.

The CCO plays a critical role in addressing these challenges. As the advocate, translator, connector, and glue, the CCO ensures that the clinical team is well-supported, aligned with organizational goals, and equipped to provide excellent patient care. By investing in doctor leadership and supporting the development of CCOs, dental organizations can navigate the complexities of modern practice and achieve long-term success.

The role of the CCO is multifaceted and essential. The CCO ensures dental organizations thrive by advocating for clinical perspectives, facilitating clear communication, connecting strategy with practice, and holding the clinical team together. Investing in the development and support of CCOs and doctor leaders is crucial for the future of dental practice, ensuring that clinicians and patients benefit from the highest standards of care.

Written by Heidi Arndt. Heidi is the Founder & CEO of Evolve Dental Advisors. She has deep expertise in establishing, developing, and managing multi-location dental groups. Heidi served as Chief Executive Officer for Strive Dental Management and founded Enhanced Hygiene, a boutique consulting and training firm focused on implementing strong hygiene clinical and operational systems at DSOs. Heidi’s is now welcoming clinical leaders to join her new Clinical Leadership Program. With a comprehensive curriculum, expert-led sessions, and unparalleled networking opportunities, this program is designed to transform you into a pivotal force in your DSO. Learn more HERE.

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