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🤝 Cross-training doesn’t create confusion, it creates ownership.
August 25, 2026 · BoomCloud™
About this video
🤝 Cross-training doesn’t create confusion, it creates ownership.
In this clip from The Front Office Formula, Gina, Registered Dental Hygienist and Practice Manager at Pioneer Valley Dental Arts, shares why cross-training is about more than knowing someone else’s job.
It helps eliminate the “that’s not my job” mentality and creates a team that understands how every role contributes to the patient experience.
Patients shouldn’t feel like they’re dealing with separate departments.
They should feel like they’re being cared for by one team.
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#CrossTraining
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#PatientExperience
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Full transcript
Complete text of this video
When you hear cross-training, you you think that what that actually means is that we're losing the definitions of jobs and duties, but I actually believe that that's the opposite. It creates ownership, and it's not just that only one person understands how something works. I fear that things turn into like, "Oh, that's not my job." I really don't like when I hear that. When you hear that, what I really think that means is it's not that it's not my job, it's I really have no understanding of
what that person does for a job, and that's something that we really don't want our patients visualizing or seeing. They want to visualize us as one team, one unit, not, "Oh, well, they know My clinical team knows this part of my concern, and then the admin team understands this part of my concern, but no one's understanding me as a whole." And that's what we try to eliminate.
