Navigating HR Challenges in Dental and Orthodontic Practices

Building Teams That Last

In this episode of the Hey Docs! Podcast, Jill Allen sits down with Alan Twigg, co-owner of Bent Ericksen & Associates, a leading name in HR for the dental and orthodontic world. With more than 45 years of experience, Alan and his team have helped practices nationwide create strong, compliant, and people-centered workplaces. Together, Jill and Alan dive into the realities of hiring, managing, and retaining top-tier team members—and how culture, clarity, and compliance shape every part of the journey.

Culture Isn’t a Perk—It’s the Product

Alan makes one thing clear: a great workplace culture doesn’t happen by accident. In today’s ultra-competitive labor market, practices that stand out are the ones that know who they are and what they offer their team members.

He encourages practice owners to get specific—define what makes your office unique, why people love working there, and how your values show up day to day. Because when your culture is intentional, hiring gets easier. The right people seek you out, stay longer, and help attract others who want to be part of something bigger than a paycheck.

Rethinking Hiring: It’s About Fit, Not Just Experience

When it comes to hiring, Jill and Alan agree that it’s no longer about checking boxes—it’s about finding the right fit.
Alan challenges practice owners to look beyond the dental bubble. Bringing in people from outside the industry can inject fresh energy, creativity, and loyalty—especially when you’re willing to invest in training.

His advice: write job ads that speak to who you are as a practice, not just what the role requires. Then, use the interview process to uncover values and attitudes, not just technical skills. You can teach systems—but you can’t teach personality.

Reference Checks: The Unsung Hero of Smart Hiring

Alan pulls back the curtain on an often-overlooked step in the hiring process: reference and background checks. These aren’t just formalities—they’re safeguards.
He stresses using reputable third-party services to stay compliant and ensure thorough screening. In a time when employment laws are shifting fast, this extra layer of due diligence helps practices hire confidently and protect their culture from potential pitfalls.

Managing Performance: The Power of Clear Expectations

Every practice faces moments when performance slips—but the best leaders handle those moments with structure and empathy.
Alan outlines a simple, effective five-step process for addressing underperformance: set expectations, provide support, measure progress, and follow through. By linking feedback to your broader vision and values, you’re not just correcting behavior—you’re reinforcing the culture you’ve worked hard to build.

Compliance: The Moving Target

If there’s one constant in HR, it’s change.
Alan notes that employment laws are evolving faster than ever, making it essential for practice owners to stay proactive. That means regularly updating your employee handbooks, reviewing policies, and seeking expert guidance when needed. Staying compliant isn’t just about avoiding penalties—it’s about creating a workplace where clarity and fairness build trust.

The Takeaway

Strong practices are built on strong teams—and strong teams are built through intentional hiring, clear communication, and a culture that puts people first.
Alan Twigg and Bent Ericksen & Associates have spent decades helping dental and orthodontic offices master that balance between compliance and connection.

Want to learn more? Visit BentEricksen.com or reach out directly to Alan at Alan@BentEricksen.com.
And if you haven’t already, tune into the full episode of Hey Docs! for even more practical insights from the experts shaping the future of orthodontic success.