Why Onboarding is a Must in Orthodontics (and How to Make it Painless)

Summary: Onboarding in orthodontic practices is essential for team efficiency, staff retention, and patient care, yet many practices neglect it. By implementing structured training, SOPs, and engaging video content, practices can streamline onboarding and set new hires up for success.

Key Takeaways:

• Skipping onboarding leads to confusion, high turnover, and compromised patient care.
• Standard Operating Procedures (SOPs) and short instructional videos simplify training and improve consistency.
• Investing time in onboarding pays off with a more confident team, better workflows, and a stronger practice culture.

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By Cassie Kellner

Let’s be honest: onboarding new team members in an orthodontic practice can feel like trying to teach someone to dance while the music’s on mute. It’s awkward and confusing, and everyone’s out of sync. But here’s the thing—onboarding is absolutely essential. After 21 years in this field, I’ve seen what happens when practices skip this crucial step: chaos, frustration, and turnover that leaves you scrambling to fill chairs (not just the ones in the waiting room).

We simply can’t afford that anymore; not in today’s world, where great team members are as valuable as new patients. Onboarding is no longer just a nice-to-have; it’s a must-have. So, let’s break down why it’s so critical and how to make it work without losing your mind—or your patience.

Why bother with onboarding?

Picture this: in some parts of the United States, a dental assistant could’ve been a hairstylist yesterday and assisting with patient care today. Yep, scissors one day, indirect bonding the next. And they’re expected to know all about teeth… all the teeth things.

Now, imagine not onboarding that person properly.

Do you think they’ll thrive without knowing your workflows, systems, or what Class II malocclusion is? (Spoiler alert: They won’t.)

Onboarding gives them the tools to succeed, builds confidence, and helps them stick around longer than a few months. When onboarding is skipped or done poorly, the consequences can be significant. Not only does the new hire feel overwhelmed and unsupported, but the rest of the team also suffers. Miscommunication and frustration ripple through the practice. Ultimately, patient care can be compromised. Proper onboarding is the foundation for setting every team member—and your entire practice—up for success.

“We don’t have time to onboard!”

If I had a dollar for every time I’ve heard, “We don’t have time to onboard,” I’d be writing this from a beach in Bali. But here’s the thing: You don’t have time NOT to onboard. Every mistake, every frustrated team member, and every patient who isn’t cared for properly ends up costing far more time than doing it right from the start.

Think of onboarding as an investment. The upfront effort pays dividends in team efficiency, fewer errors, and better patient experiences. And the good news? Onboarding doesn’t have to be a massive, complicated undertaking.

Start small. Focus on creating Standard Operating Procedures (SOPs) for your most-used processes. SOPs are your best friend when it comes to onboarding because they provide a consistent, repeatable way to teach new hires how things are done in your practice.

Here’s an example of how simple it can be:

Step 1: Turn on the scanner.

Step 2: Place the patient in the chair.

Step 3: Enter instructions on how to start scanning.

Step 4: Enter instructions on how to submit the scan.

Step 5: Enter instructions for post-scan processing.

Step 6: Include a video tutorial, such as “How to scan a patient in under 5 minutes.”

That’s it! Simple, clear, and easy to follow.

Make it fun with videos

We live in the age of TikTok and YouTube shorts. Short, engaging videos are part of our everyday lives. So, why not bring that into your onboarding process?

Grab your smartphone and record quick, under-2-minute videos showing your team how to set up a bonding appointment, sterilize instruments, or avoid tripping over wires (trust me, it happens). Nobody expects Hollywood production quality. What matters is clear, practical instructions. These bite-sized videos are easy to digest, visually engaging, and perfect for today’s fast-paced world. Plus, they save you from having to explain the same things repeatedly. Video onboarding is especially helpful for visual learners, who might struggle with written instructions alone. And the best part? Once a video is created, it can be reused endlessly. Your future self will thank you.

PODCAST: Cassie Kellner on building a thriving team culture in your practice

Onboarding sets the tone

Onboarding doesn’t have to be perfect, but it does have to happen. Start small, keep it simple, and make it fun. Your team will thank you, your practice will run smoother, and you’ll stop hearing, “I didn’t know I was supposed to do that!”

Proper onboarding sets the tone for a new hire’s entire experience with your practice. It shows them you care about their success and gives them the confidence to excel in their role. And when your team is confident and capable, your patients notice—and so does your bottom line.

The orthodontic industry is constantly evolving, and practices that fail to adapt will be left behind. Onboarding isn’t just about training; it’s about building a culture of learning, growth, and teamwork. When done right, it’s one of the most powerful tools you have to create a thriving, harmonious practice. OP

Photo: ID 356789523 | Employee © Dzmitry Dzemidovich | Dreamstime.com