Open Dental

Questions & Answers with an Open Dental Expert: Head Call Center Manager

Call Center

Open Dental is a practice management software that’s packed full of features, and as a result, we have a team packed full of experts. In this blog series, we’ll interview Open Dental Experts with various specialties. In this post, we are interviewing Margaret, the Head Call Center Manager.

How long have you been with Open Dental and what do you do?

My eight-year anniversary is around the corner.  I’m the Head Call Center Manager, which is fancy words for supporting the Supervisors and Call Center Managers while they keep things running smoothly.  I try to make sure processes are clear, that we have technicians here when we need them, and that the right resources are available for techs to help customers.

What’s your favorite Open Dental feature?

Task lists.  It’s a great communication, tracking, and planning feature that I think could be a huge benefit to a lot of offices.  We have a webinar that talks about what they’re capable of, and we use them extensively to run the call center.  I know my plants wouldn’t be alive without reminder tasks! 

What other positions have you had at Open Dental and what did you learn from them?

I‘ve been a Support Tech, Supervisor, and Call Center Manager.  I learned how to use Open Dental, but also what’s important to the company and our customers.  I was the Feature Request Coordinator for several years and that really helped.

What is something you have seen change over time in the company while you’ve worked here?

So much has changed – we had 59 employees when I was hired, and now we have 365!  So the company itself has changed quite a lot, but the program is now very different too.  We didn’t have texting or other eServices when I started and features like Ortho and Imaging have really expanded. 

What is one way Open Dental is different from other companies you’ve worked for?

It’s cliché, but the people here really make the company.  It’s the only place I’ve worked where you can find people in the parking lot chatting 45 minutes after they’ve clocked out for work.  I work with a lot of really friendly, genuine, and interesting people.

Anything else you’d like to share with offices?

As wonderful as our support techs are, having your own IT support is essential to keep your practice running smoothly.  We are happy to assist customers in setting up and using Open Dental, your IT will set up and maintain your computers, printers, network, 3rd party software, and all of the other technological aspects that are critical to running a dental practice.

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