…a conversation with Dixie Webb, Practice Manager
We're shining the spotlight on Dixie Webb, Practice Manager at Belleville Dental Care in Belleville, Ontario. Dixie tells us how the pandemic has taught her to slow down, the importance of an excellent patient experience, and her passion for continuing education.
How long have you been a Practice Manager with Belleville Dental Care?
I joined Belleville Dental Care 20 years ago, and I have been in the Practice Manager role for seven years.
Can you tell me about your career path, from what you wanted to be as a child to where you are now?
When I was a child, my dream was to be a nurse. That changed in high school when I became interested in pursuing a career as an X-ray or ultrasound tech instead. However, I've also always had an interest in business, which is why ultimately, I decided to take Business Administration at Loyalist College. Working as a Practice Manager is a perfect blend of both areas of interest - health care and business.
What do you enjoy most about coming to work?
The team at Belleville Dental Care is like another family to me. We're all close and have been through many life experiences together. I also enjoy spending time with our patients and listening to their stories. Every day is a little different, and you always hear a lot of laughter in our office.
How has COVID-19 impacted you, your role, and the practice?
Covid-19 taught me to slow down and be happy to stay home while enjoying the essential things in life. With the pandemic, the protocols have changed many times over the past two years, and often with very little notice. Thankfully dentalcorp helped interpret and navigate the changing regulations as seamlessly as possible, and I've learned to roll with the changes. I've become more flexible in my role, and we've all done very well at keeping our patients and practice team members as safe as possible. Several of our patients have commented, "You are doing a great job, and it makes me feel very safe coming to the dentist."
What are some of the ways you have been coping, personally and as a practice, during the pandemic?
I have been coping by getting outside every day and enjoying nature, as I'm fortunate to live in the country. My family and I go for many walks with our pups. And at work, we laugh a lot at the practice, and genuinely enjoy one another's company. I’ve found that laughter is therapy during the more challenging days.
What does a great patient experience mean to you?
A great patient experience begins from their first contact with our office, usually over the phone. It’s important to listen to their concerns, and treat them as a person, not just treating their mouth. Many patients are nervous about visiting the dentist, and it's imperative to do whatever we can to make them feel comfortable and at ease.
What's next for you in your career?
I love to continue to educate myself, and I feel that no matter what role you have in the dental practice, you must be willing to learn and take courses. A few years ago, I completed the Dental Practice Managers course at the University of Toronto. From this, I gained insights and ideas to bring back to my practice and made lasting friendships with others from across Ontario. dentalcorp also offers many incredible continuing education courses through DC Institute, and I look forward to taking more courses, whether online or in person. My goal is to someday have the opportunity to manage several dental practices as a regional manager.
What advice do you have for dental professionals starting their careers?
It's important to love what you do and enjoy going to work every day. If you're not happy, it affects the patient experience. When you love what you do, it doesn't feel like a job – it's like visiting your second home.
Anything else you'd like to add?
Thanks to Dr. Madison and the rest of our great team, I’ve enjoyed many wonderful years working at Belleville Dental Care, and I love going to work every day. dentalcorp has been very supportive, and it’s been such a positive experience to be part of the network. I really appreciate that my Regional Director is always just a phone call away!
