What Is the Job of an Office Manager—Really? with Dr. Roger Levin

Mar 25, 2026

Dr. Roger Levin, CEO of Levin Group and dental practice consultant, shares the evolving role of the office manager as a practice COO. He discusses overseeing operations, workflow, checklists, and KPIs. Topics include improving treatment acceptance with follow-up and financing, fixing system failures, managing patient reviews, maintaining compliance, and leading with clear boundaries and accountability.

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ADVICE

Promote Office Manager To Practice COO

Make the office manager the practice COO who runs everything non-clinical.
Train them to own operations, workflow, front desk, scheduling principles, billing, insurance, and team training with clear checklists.

ANECDOTE

Lost Referrer From A Scheduling Script

A front desk scheduling mistake lost a top referring doctor when staff told them "we can't see your patient for three days."
That showed why office managers must set scheduling principles to prioritize high-value referrals.

ADVICE

Systematically Follow Up To Increase Treatment Acceptance

Prioritize structured treatment acceptance and systematic follow-up to boost revenue.
Use scripts, one-week follow-ups, and patient financing offers like interest-free plans to convert patients who say "I'll think about it."

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The strength of your practice depends on more than clinical skill. It depends on who is leading the business behind the scenes. In this episode of the Everyday Oral Surgery Podcast, Dr. Grant Stucki welcomes back Dr. Roger Levin, CEO of Levin Group, to explain the evolving role of the office manager and why it is critical to long-term success. Dr. Levin describes how today’s office manager must function as the chief operating officer (COO), overseeing operations, workflow, scheduling, and team performance. He explains how structured systems, clear scripting, accessible financing, and consistent follow-up improve treatment acceptance and strengthen the patient experience. The conversation also explores how office managers can identify and fix system-level problems, manage online reviews, maintain compliance, and lead their teams with clear boundaries and accountability. Tune in to learn how empowering your office manager can help your practice run more efficiently and reach its full potential!

Key Points From This Episode:

Dr. Levin returns to summarize the full role of the office manager.
Why office managers must function as chief operating officers (COO) of the practice.
How they need to oversee all non-clinical operations, workflow, and systems.
Ensuring treatment acceptance improves through structured follow-up systems.
Why office managers need to understand financing for the practice and patients.
Their role identifying system failures and implementing system solutions.
How office managers can monitor patient satisfaction and manage online reviews.
Implementing compliance systems using checklists and timelines.
Leadership as an office manager: leading with clear boundaries, respect, and accountability.
How openness to growth determines whether office managers succeed at the COO level.
Reflections on how strong office managers can become trusted partners in practice growth.

Links Mentioned in Today’s Episode:

Dr. Roger Levin — https://www.linkedin.com/in/roger-levin-69ab744/

Levin Group — https://levingroup.com/

Office Manager Practice Mastery Program — https://levingroup.com/office-manager-practice-mastery-program/

Episode 313 — https://podcasts.apple.com/us/podcast/10-power-tips-for-multi-office-practice-growth-with-dr/id1535284898?i=1000717140271

Episode 343 — https://podcasts.apple.com/us/podcast/from-office-manager-to-chief-operating-officer-what/id1535284898?i=1000747669987

Episode 346 — https://podcasts.apple.com/us/podcast/recruiting-and-building-an-awesome-team-with-dr-roger-levin/id1535284898?i=1000749939370

Episode 349 —

Everyday Oral Surgery Website — https://www.everydayoralsurgery.com/

Everyday Oral Surgery on Instagram — https://www.instagram.com/everydayoralsurgery/

Everyday Oral Surgery on Facebook — https://www.facebook.com/EverydayOralSurgery/

Dr. Grant Stucki Email — grantstucki@gmail.com

Dr. Grant Stucki Phone — 720-441-6059