Beyond the Staffing Crisis

Robert H. Maccario, MBA
Aug 25
5 min read

How Smart Systems and Will-Do Teams are Winning the Future of Dentistry

By Robert H. Maccario, MBA

While 90% of dental practices struggle with hiring challenges, forward-thinking offices are discovering that the solution isn't finding perfect candidates—it's building systems that turn motivated team members into high performers.

The Collision of Old Models and New Realities

In today's rapidly shifting economy, a striking contradiction is unfolding. While government initiatives aim to revive traditional U.S. manufacturing jobs, major corporations are closing outdated factories and investing in new, highly automated facilities. This divergence reveals a critical truth: the jobs of yesterday are not coming back in their old form. Instead, the workforce must adapt, focusing on automation and advanced technical skills. This lesson is not limited to manufacturing—it is acutely relevant to dentistry, where the workforce crisis is reshaping the future of care.

The Dental Workforce Shortage: A Growing Challenge

The dental industry is currently facing a severe shortage of dental assistants, a problem that is intensifying nationwide. Recent data paints a stark picture:

Nearly 90% of dental practices report facing "extremely" or "moderately" challenging hiring conditions, a 33% increase in difficulty since early 2023.
As of September 2024, 40% of private dental practices were actively seeking dental assistants.
The employment outlook for dental assistants predicts an 8% growth from 2023 to 2033, outpacing the average for all occupations. This means the competition between dental practices to hire good assistants will get even more intense

This shortage is not just a numbers game—it is fundamentally altering how dental practices operate. Many are tempted to fill gaps with candidates who possess only traditional skills, but this is a short-term fix that fails to address the evolving demands of modern dentistry.

The Technology Imperative: Why Advanced Skills Matter

The rapid integration of artificial intelligence (AI) and machine learning (ML) into healthcare is transforming patient expectations and the very nature of dental care. Today's patients expect seamless, technology-driven experiences. Practices that cling to outdated skill sets risk falling behind in both patient satisfaction and operational efficiency.

For long-term success, dental teams must develop advanced competencies, such as those in AI-powered diagnostics, in-office printing, and milling, to offer same-day care. This shift requires a robust commitment to ongoing education and training, ensuring that both current staff and new hires are equipped for the future.

Vendors: Partners in Practice Transformation

This workforce crisis, while daunting, creates a unique opportunity for vendors. By supporting client practices in recruitment, retention, and technology adoption, vendors can become indispensable partners in overcoming these challenges. Here's how vendors can address key pain points:

Patient-Centric Solutions

Pain Point: Practices struggle to maintain a strong focus on patient experience amid staffing shortages.
Vendor Solution: Implement patient-focused technologies and systems that streamline care and enhance satisfaction.

Recruitment and Retention

Pain Point: Outdated job descriptions and hiring practices fail to attract the right talent.
Vendor Solution: Help practices redefine roles, install modern processes, and leverage systems that appeal to today's workforce.

Seamless Technology Integration

Pain Point: Technology can disrupt workflows and create resistance among staff.
Vendor Solution: Provide integration solutions that minimize disruption and maximize adoption, ensuring smooth transitions.

Rethinking Recruitment: Hire for Attitude, Train for Skills

In this environment, the foundation of a successful dental team is not just technical expertise but the right mindset and behaviors. The mantra "hire for attitude, train for skills" has never been more relevant. Practices must seek individuals who are:

Will Do: Motivated, self-starting, and eager to learn.
Can Do: Capable of producing quality outcomes, clinical care, or guest services.
Team Players: Able to collaborate effectively and contribute to shared goals.

Traditional resumes often emphasize outdated technical skills, but the real differentiator is behavioral fit. Practices that prioritize attitude and adaptability can foster teams that are resilient, innovative, and prepared to adapt to change.

The Triangle of Team Profiles: All-Stars, Artificial All-Stars, ACEs, and ACE SUPERSTARS

To better understand team dynamics, consider a triangle with each side representing one of the three key attributes: Will Do, Can Do, and Team.

The All-Star

Profile: Self-starters, highly productive, often unofficial leaders who align with the practice's vision.
Upside: With their unique skills, they can be a "spark plug" for high performance, motivating others.
Downside: All-Stars are rare, and their output is finite; you can't scale a practice by relying solely on them.

The Artificial All-Star

Profile: High on Will Do and Can Do, but lacking in Teamwork.
Upside: Highly focused on their productivity.
Downside: Can create bottlenecks, disrupt team harmony, and demand disproportionate rewards ("golden handcuffs"— high production, difficult to manage).

The ACE (Appreciated, Committed, Essential)

Profile: Enthusiastic Will Do and Team, eager to learn, adapt, and contribute to practice success.
Upside: A committed team player who focuses on the best outcomes for patients and the practice.
Downside: May initially lack some technical skills (“Can Do”), but this creates an opportunity to solidify a healthy, growth-oriented culture.

Creating the ACE SUPERSTAR

Profile: High Will Do and Team, a proven record of collaboration and openness to growth
Upside: Retain and hire “Will Do” and “Team”—the processes expand the “Can Do”. This creates a system that can be duplicated and turns any motivated team member (or multiple team members) into All-Stars. This model revitalizes career opportunities for both dental veterans and newcomers, expanding your hiring pool. (Note: the larger triangle = more productivity.)
Downside: The practice may experience a temporary interruption in flow, and selecting the right vendors to support the transition is critical.

Scaling Your Processes, Not the People

The key to sustainable growth is not to scale people, but to scale the processes that empower them. By developing robust, repeatable systems, practices can turn any motivated team member into a high performer. This approach leverages AI and ML to create consistency and quality, regardless of individual backgrounds.

What Does This Look Like in Practice?

Processes: A well-designed series of procedures that ensure consistency.
Systems: Integrated processes focused on treatment acceptance and patient-centered wellness.
Outcome: Procedures alone don't drive patient care or profitability—systems do.

Embracing Change: The Path Forward

Transitioning to this new model may involve some turnover, as not all current employees will be comfortable with the learning curve or the mindset shift away from "the way we've always done it." However, evolution is essential—dentistry, like all industries, must continually improve patient care or risk becoming obsolete.

Creating a safe environment for learning and adaptation is crucial. Practices and vendors must support their teams through change, offering training, mentorship, and recognition. The goal is to build a resilient, future-ready workforce that thrives in a technology-driven, patient-centered world.

Conclusion: Building the Future of Dentistry

The dental workforce crisis is a defining challenge of our time, but it is also an unprecedented opportunity. By shifting focus from outdated skills towards advanced competencies, prioritizing attitude and adaptability, and scaling processes rather than people, dental practices can not only survive but also excel in this evolving environment. The integration of AI, ML, and robust systems will be the cornerstone of sustainable success.

Ready to Transform Your Practice?

The staffing crisis is intensifying. Practices that adapt to smarter systems with “will do” and “team” players will thrive. Those clinging to outdated hiring methods will struggle to survive.

Here's the reality: Every month you delay implementing these workforce principles, your competitors are building stronger teams, improving patient satisfaction, and creating sustainable competitive advantages. The question isn't whether this shift will happen—it's whether you'll lead it or be left behind.

The Dental MBA™ and the AKRI Lens™ provide proven expertise in helping practices navigate this workforce transformation successfully. It’s about building systems that turn motivated team members into high performers, regardless of their starting skill level.

Don't wait for the staffing crisis to force your hand. Contact us today to discover how the science of sustainable success can transform your practice: