If you’re able to and have the opportunity, hire an office manager.

It is extremely beneficial to have someone who can manage your schedule, client payments, and communication with clients, other offices, and practices. Someone who can collaborate with you, work with you to evaluate policies, office processes, and ways to better the practice. Maybe it’s trivial and many therapists might have the skill set to facilitate through the murky waters of following through with cancelation policies, telling clients that they must be charged since they “no-showed” or canceled last minute. Or having to inform clients that you must reschedule them for another two weeks due to unanticipated circumstances. Being both a therapist and a business manager has its benefits, but it has its drawbacks. 

In my experience, one significant disadvantage to being both a therapist and a business manager is that there is little to no separation or boundary that can safeguard the therapeutic rapport. Simply put, people may get upset at a policy. Typically, it is an office manager who is the person taking on a client’s frustration over the phone but if the office manager and the therapist are the same then the client is now angry with the therapist, thus hindering the therapeutic alliance.

 I suppose it may seem unfair to let the office manager take the hit from angry clients. The role is not for the faint of the heart but is an important one. They are the gatekeeper to the building of the rapport. As a therapist, working in a group practice or being a sole practitioner you should learn to appreciate your office manager. Respect them and advocate for them, especially if they are mistreated by clients. And above all else, treat them like queens! They do so much for the therapist, for the office, and for the practice. Always thank your office managers.

I have the great privilege of working with an incredible office manager. A devoted and loving wife and mother, she’s committed to going above and beyond the call of duty. Not only has she allowed me to better organize the structure of my practice, her skill and capacity to be detail-oriented, dependable, and an incredible work ethic has significantly impacted the practice. Her tenderness and care for the clients who call and reach out to the office, and who form a rapport with her have been greatly appreciated by many of my clients. Within the counseling field, the office manager needs to be top quality for they are the face, the voice, and the presence of the care that each client will receive. If greeted with a smile, kindness, and acceptance, the client will feel safe to say yes to the counseling journey. The office managers are on the front lines and I suggest you hire one. 

Thank you, Rachel, for the commitment and care you give to this practice and the clients! The practice has significantly achieved its vision due to your willingness to join in the mission of bringing our clients to personal transformation. Who you are, your skill and your dedication are greatly appreciated and significantly valued!