The Team Mastery Program

The Team Mastery Program (TMP) was ultimately designed to ensure that Heartland Dental's team members are able to reach their full potential for a fulfilling career. Regardless of position, the TMP is a powerful program that was implemented to support team members as they work their way to mastery. At Heartland Dental, mastery is not a destination, but instead it is a living goal that our team members strive for throughout the entirety of their careers with us. The TMP is focused on helping team members learn, advance and grow themselves starting on day one.

Based on and developed from Heartland Dental's core values, the main three goals of the TMP are to 1) improve team member retention 2) improve team member's overall experience and 3) provide consistent and improved processes. By focusing on the four key pillars of recruiting, education, accountability and development, the TMP is designed to help improve a team member's performance and personal development, allowing each team member to better understand their performance and continually improve growth. Overall, the TMP is focused on recruiting the right people for the right job and providing them with the right education at the right time.

"Bigger picture, the TMP program also helps Heartland Dental be more competitive in the job marketplace. No longer will team members have to choose between working at a place they love and making a competitive salary in the dental field. Team members can enjoy the best of both worlds!" - Dawn Utley, Practice Manager of Operations at Crescent Hill Dental Care in Louisville, KY

Dawn Utley is the Practice Manager of Operations at Crescent Hill Dental Care in Louisville, KY and is very passionate about the TMP. Dawn has been with Heartland Dental and Dr. Jason Russell for six years and started as a Business Assistant before moving into her current role in 2016. Dawn currently resides in Westport, KY with her fiancé and two dogs and says that she still loves her role because every day is a new adventure.

"The TMP program is one of the best 'benefit' changes I have seen in my tenure at Heartland Dental. Team members have more control over their financial growth as employees, and see rewards for their hard work and dedication in a more timely manner than previous review processes. As an administrator, the TMP program provides tools to give better, more focused feedback, helping team members succeed and set achievable goals. Office morale and culture has improved, and I have seen good team members progress to GREAT team members. I would even go so far as to say the TMP program played a significant role in my office moving from not profitable to bonusing for first time in two years. And for supported dentists, this program has a more systematic approach that is less subjective and more objective, making it more accessible and easier to collaborate with both the PMO and team members to produce positive results.

Bigger picture, the TMP program also helps Heartland Dental be more competitive in the job marketplace. No longer will team members have to choose between working at a place they love and making a competitive salary in the dental field. Team members can enjoy the best of both worlds!

Personally, I love that I get to show team members financial appreciation for their hard work, and contribute to their family's well-being and happiness outside the office. My team members feel more appreciated now than they ever have, and are more invested in the success of the practice. They feel and act more like owners, which brings a smile to every PMOs face!"

As of May 2018, the TMP began integrating into different regions after the pilot showed success at improving team member retention. It is our goal to implement the TMP throughout all of our supported offices by the end of 2018. We are very excited to have the TMP be the framework of how we led each of our team members through a productive and fulfilling career with Heartland Dental.

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