When discussing profitability in dentistry, we often focus on systems, numbers, and production. But having worked intimately with hundreds of dental teams across the country, I’ve learned something powerful: profitability is not just a product of strategy—it’s the byproduct of culture. And the dental office manager and leadership team are the heartbeat of that culture.
In private practices, office managers wear more hats than a Broadway costume closet. They are schedulers, communicators, coaches, and crisis diffusers—you name it. They’re expected to be HR directors, operational leaders, and team therapists, and they still make sure the hygiene schedule is full, and the A/R is under control. They are tasked with translating the doctor’s vision into daily execution, supporting the team’s morale, keeping the entire operation staffed, and ensuring patients feel genuinely cared for. It’s no small feat. It’s a leadership role—whether it’s been defined that way or not.
As a case acceptance coach and certified ELI 360 Leadership practitioner, I’ve made it my mission to transform how practices view treatment presentation—and how to cultivate leadership at every level of the team. We don’t need to train teams to “present and close.” We need to coach them to invite patients into a vision of health and possibility through connection, compassion, and clarity.
That’s only possible in a culture where team members feel psychologically safe, purpose-driven, and aligned with their leadership. That’s why I begin every engagement not with systems or verbal scripts, but with energy leadership coaching—starting with the ELI 360 assessment.
The Energy Leadership Index (ELI) is a mirror. It reveals not just how a person leads others but how they lead themselves. It shows us the underlying energetic and attitudinal patterns that drive communication, decision-making, conflict resolution, and influence. It helps office managers and dentists understand what’s really driving their results—or holding them back.
Once leaders have this insight and awareness, the transformation is almost immediate. Managers who once felt stuck or reactive start showing up with clarity, confidence, and calm. They become mentors instead of micromanagers. They communicate with purpose. They learn how to have hard conversations from a place of curiosity instead of control. And that energetic shift? It ripples outward to the entire team and directly affects how patients experience the practice.
I’ve seen front office teams move from transactional to transformational interactions. I’ve watched treatment coordinators replace pressure with trust. Patients say yes to long lasting dentistry —not because they’ve been “closed,” but because they’ve been seen, heard, and invited into something meaningful. Compassion and leadership create alignment; aligned teams build treatment acceptance, loyalty, and profitability.
And this is where the American Association of Dental Office Management (AADOM) has been a game-changer—not just for me as a dental consultant and coach but also for the clients and leaders I work with. When I talk about heart-centered, culture-forward leadership in dentistry, AADOM is more than an organization I belong to—it’s an extension of that philosophy.
Being part of AADOM connects me with a tribe of dental office managers who are equally committed to growth, leadership, and redefining what success in dentistry looks like. AADOM is where tactical knowledge meets professional empowerment. It gives managers not just the “how” but the why. Through conferences, networking, and education, AADOM supports the very transformation I coach—helping managers go from stressed-out operators to inspired leaders.
The truth is that compassionate leadership is profitable. When your team feels seen and valued, they give more. When your patients feel understood, they commit more. And when your systems are aligned with your values, you don’t have to choose between success and soul—you get both.
This heart-centered approach isn’t a soft strategy—it’s a strategic advantage. It builds retention, engagement, case acceptance, and referrals. It reduces turnover, miscommunication, and burnout. Most importantly, it creates dental practices that people love to work in, and patients love to return to.
AADOM understands that office managers are no longer behind-the-scenes operators. They are strategic leaders, cultural architects, and vision carriers. As our profession continues to evolve, it’s the managers who embrace compassion and accountability who will lead us forward.
Being part of AADOM helps me amplify this message and represent a movement—a community of office managers stepping boldly into their power, owning their influence, and helping reshape dentistry from the inside out.
So, here’s my invitation to every office manager reading this: Don’t wait for permission to lead differently. Lead with heart. Lead with energy. Lead with the vision of a culture that makes people feel better, before they even open their mouths. Because when we lead with compassion, connection, and clarity, case acceptance becomes the natural result, not the daily struggle.
The ELI 360 Leadership is a powerful assessment. Please feel free to reach out if you’d like to learn more!
Sophia Dunkley, CBM Dental Consultant and Certified Leadership Coach
Phone: 347-577-9102
