National Careers Week: Day in the Life of a Practice Manager

From overseeing daily operations to supporting teams and ensuring excellent patient care, they are central to the success of our practices. We spoke to some of our Practice Managers to learn more about their typical day, the skills required and the advice they would give to someone considering a management career in dentistry.

Libbie Williams | Practice Manager at West Quay Dental Practice

Can you walk us through a typical day in your role?

“Typical” is a generous word! No two days are ever the same, which keeps things interesting. I usually start by checking the diary, making sure the day is set up for success, and touching base with the team. From there it’s a mix of problem-solving, supporting staff, helping patients, answering questions, juggling logistics, and occasionally putting out small fires (the metaphorical kind!). My main focus is making sure the practice runs smoothly and everyone—the team and patients— feels looked after.

What’s your favourite part of your day?

Honestly, it’s the people. I love the moments where the team are working in sync and everything just flows. Hearing a patient say they felt comfortable or well cared for is always a win. And I do love a good “we handled that beautifully” moment after a busy clinic session.

How do you work with your team to support patients?

I truly believe happy teams create happy patients. I focus on open communication, clear expectations, and making sure everyone feels supported. When the team feels confident and valued, it shows in how they treat patients. We’re all working toward the same goal — making every visit as smooth and positive as possible.

What skills or qualities are essential for your role?

Organisation is a must — there are a lot of moving parts! Strong communication, empathy, resilience, and the ability to think on your feet are also key. And definitely a sense of humour. Some days you have to laugh, regroup, and keep going.

If someone is considering this career, what advice would you give them?

Be ready to wear many hats and spin a few plates — but in the best way. If you enjoy leading people, solving problems, and making a real difference behind the scenes, it’s incredibly rewarding. Stay adaptable, keep learning, and don’t underestimate how far kindness and clear communication will take you.

Sophie Poole | Practice Manager at Wickersley Dental & Implant Practice

Can you walk us through a typical day in your role?

Every day can be different, which I find exciting and gives me a chance to learn something new each day. I have my regular daily jobs which I do, which include checking income for the day/week before, checking whitespace in the diary, opening courses, iComply, etc. My role involves problem-solving and multitasking different jobs, all while supporting staff and patients.

What’s your favourite part of your day?

My favourite part of the day is lunchtime; I'm able to talk to staff members about their day and see how everyone is.

How do you work with your team to support patients?

We hold regular monthly meetings to address issues in the practice, and I also use WhatsApp to cascade down information. We have nurse meetings to ensure nurses are up to date with any changes and discuss patient care. Regular one-to-ones are done with clinicians to discuss any issues.

What skills or qualities are essential for your role?

You have to be someone who is very organised and can keep calm in stressful situations. You need to have both a business mind and a caring side so you can support your staff but also support the growth of the practice. You need to be open-minded to change and deliver change in a positive way.

If someone is considering this career, what advice would you give them?

I would recommend completing the Pathway to Management course, which helped me understand the different aspects of practice management. I would recommend shadowing a PM on work experience to see what the role involves.

Nicole Cranwell | Practice Manager at Mansfield Dental Practice

Can you walk us through a typical day in your role?

No two days are ever the same, which is one of the things I enjoy most. My day usually starts by checking staffing levels and appointments I have for the day and any urgent issues from the previous day. I’ll deal with patient queries, manage the reception and clinical teams, handle administrative tasks such as compliance, finances, and rotas, and liaise with suppliers or internal stakeholders and external bodies. Throughout the day, I’m often problem-solving — whether that’s supporting staff, resolving patient concerns, or keeping the practice running smoothly behind the scenes while ensuring the best productivity of the practice.

What’s your favourite part of your day?

My favourite part is seeing the practice run well as a team. That might be supporting staff members, helping resolve a patient issue, or knowing we’ve delivered a positive experience for someone who may have been anxious about their visit. Building a strong, supportive team culture and seeing patients leave happy is very rewarding.

How do you work with your team to support patients?

I work closely with both the clinical and non-clinical teams to make sure everyone feels supported and informed. Clear communication is key — regular meetings, open conversations, and being approachable all help. By ensuring staff have the right training, resources, and support, we can provide safe, efficient, and compassionate care for our patients.

What skills or qualities are essential for your role?

Strong communication and leadership skills are essential, along with organisation, problem-solving, and the ability to multitask. You also need to be approachable, resilient, and confident in decision-making. A good understanding of compliance, patient care standards, and business management is very important in this role.

If someone is considering this career, what advice would you give them?

I’d advise gaining experience in a dental or healthcare setting and developing strong people and organisational skills. Be prepared for a role that’s fast-paced and varied but also very rewarding. Staying up to date with regulations and being willing to learn continuously is key. Most importantly, enjoy working with people — both patients and colleagues — as relationships are at the heart of being a successful Dental Practice Manager.

Sue Benson | Practice Manager at Thatcham Dental Practice

Can you walk us through a typical day in your role?

As Practice Manager, I oversee the day-to-day running of the practice, ensuring that all aspects—operational, financial, regulatory, and administrative—function efficiently and safely.

I typically start my day by ensuring all staff are present and ready, checking my inbox for any urgent emails or deadlines, and confirming the reception team is aware of any appointment gaps that need filling. Throughout the day, I manage compliance tasks, log overtime, review rotas and holiday requests on Cascade, monitor payment allocations to ensure clinicians and hygienists are paid correctly, and carry out audits to maintain health and safety, infection control and safeguarding standards. I also work closely with the lead nurse, interview potential new receptionists, handle patient concerns and oversee service quality — ultimately ensuring the whole practice runs smoothly and cohesively.

What’s your favourite part of your day?

The best part of the day is the role is very busy, and I love the buzz of the place with patients and staff; the work is rewarding all day.

How do you work with your team to support patients?

I have worked at the practice for 20 years, and during that time I have seen it evolve, grow, and adapt to significant changes within dentistry and healthcare regulation. My role as Dental Practice Manager has developed alongside the practice itself, and I feel a deep sense of responsibility and pride in the part I have played in its stability and success.

What skills or qualities are essential for your role?

The skills that are needed as Practice Manager are people skills, being able to lead the staff team and being able to communicate kindly and professionally to our patients, making them feel valued whatever any issues may occur.

Being able to work with constant interruptions, noise and a generally busy environment – the place is constantly on the go, and it can be challenging to find quiet time to complete tasks.

If my workload is large, keeping calm is key, and you can only do one job at a time to do it well.

If someone is considering this career, what advice would you give them?

The advice I would give to someone who is possibly thinking of taking this career up is to be prepared to work hard and realise that you can only do the role successfully if you have staff that are dedicated and will work with a good ethic, which you can develop with them.

I would recommend a practice manager role, as it is very busy but rewarding and gives great satisfaction from having a successful practice where patients keep coming back.

Caroline Patel | Practice Manager at Yew Tree Dental Care

Can you walk us through a typical day in your role?

No two days are ever the same, which is one of the things I enjoy most about my role. My day usually starts with checking staffing levels and ensuring we have appropriate clinical cover and reviewing the appointment book. I’ll address any urgent emails, patient queries, or operational issues that may have arisen.

Throughout the day, I oversee the reception and nursing teams, support with any patient concerns, manage financial processes such as cashing up and monitoring payments, and ensure compliance with policies and health and safety requirements. I also liaise with my manager, my area team and head office regarding any ongoing tasks and deadlines.

Ultimately, my role is about ensuring the smooth and efficient day-to-day running of the practice.

What’s your favourite part of your day?

My favourite part of the day is supporting both patients and the team. I enjoy seeing patients leave happy and confident after their appointments, especially if they were nervous to begin with.

I also really value mentoring and motivating the team, whether that’s helping a receptionist build confidence, supporting a nurse in their development, or celebrating achievements together. Creating a positive, supportive working environment is incredibly rewarding.

We are like a family at Yew Tree, and it’s really rewarding seeing everyone come together and enjoy their day!

How do you work with your team to support patients?

Communication is key. I ensure the reception and clinical teams are clear on policies, patient expectations, and daily priorities. We hold regular meetings and encourage open discussion so that everyone feels heard and supported.

I also lead by example, maintaining professionalism, empathy, and a patient-focused approach. By ensuring the team feels valued and confident, they can provide the highest standard of care and customer service to our patients.

What skills or qualities are essential for your role?

Some of the most important skills include:

• Organisation and time management

• Excellent communication skills

• Strong leadership and people management

• Emotional intelligence and empathy

• Problem-solving ability and being adaptable to different situations

• Financial awareness and managing budgets

• Knowledge of compliance and health & safety regulations

If someone is considering this career, what advice would you give them?

I would say be prepared to wear many hats! A practice manager needs to be confident leading a team, comfortable with ever-changing situations, and committed to delivering excellent patient care.

Gaining experience in dental roles is a great starting point. Coming from a Head Dental Nurse background, I knew I enjoyed helping patients, working on compliance programmes and making sure the team and practice ran smoothly every day. Continuous professional development is also very important, especially in areas like compliance, health and safety and leadership.

Most importantly, you need to genuinely care about people – whether that’s the patients or members of your team – and about maintaining high standards of clinical delivery and customer service. If you enjoy responsibility, variety, and making a real difference behind the scenes, it can be a very rewarding career path.

Reflections

As their stories show, being a Practice Manager is about leadership, organisation and creating an environment where both patients and colleagues can thrive. No two days are the same, and the role requires confidence in a fast-paced environment where priorities can shift quickly. If you’re passionate about leading teams and driving high standards in healthcare, explore current opportunities and start your journey with Rodericks Dental Partners by visiting our Careers page.