미국 치과 서비스 조직(DSO) 오피스매니저의 역할 및 역량에 관한 연구

This study aimed to systematically define the roles and competencies of dental office managers in U.S. Dental Service Organizations (DSOs) and provide foundational data for their training and development. This research contributes to the effective management of dental organizations by enhancing organizational efficiency and performance. Through a literature review and the Delphi method, this study collected and analyzed the opinions of 11 experts over three rounds, identifying nine roles and 30 competencies essential for dental office managers based on Lawshe's Content Validity Ratio (CVR) criteria, as well as measures of consensus and convergence. The key roles included office financial manager, strategic planning manager, daily clinic operation manager, patient appointment manager, clinic operation manager, patient insurance coordinator, job training manager, employee counselor, and patient counselor, while the key competencies included clinic operations analysis, support for employee training, empathy communication skills, and compliance with medical regulations. These findings advance research on healthcare office management, contribute to the theoretical development of international office administration studies, and provide practical implications for educational program design, recruitment standards, and performance evaluation systems for dental office managers in DSOs.