In any high-functioning podiatric practice, no staff member should be considered indispensable. Yes, we value each team member’s unique contributions, but the moment an office can’t function because one person is out sick or leaves their job, we’ve built a system that’s too vulnerable.
That’s where smart, strategic cross-training comes in—not just as a backup plan, but as a proactive investment in your practice’s efficiency and resilience.
Cross-Training matters more now than ever. The pandemic left many private practices short-staffed and struggling to recruit and retain team members. Practices that already had cross-trained staff fared better. They could flex and adapt, keeping operations moving even when key players were out.
Cross-training ensures that essential functions—like patient check-in, phone coverage, insurance verification, or DME dispensing—don’t grind to a halt when someone is on PTO or leaves unexpectedly. It also boosts team morale. When staff can step into each other’s roles with confidence, they gain a deeper respect for one another’s responsibilities and are more likely to function as a united team.
From “I Don’t do That” to “I’ve Got You Covered”
Think about how many times you’ve heard, “That’s not my job.” Or worse, “Only [insert name] does that.” This type of siloed thinking can create dysfunction, stress, and burnout—especially when the office is busy or short-handed.
Instead, imagine a culture where all medical assistants can support one another during a busy morning, and not only does just the front desk staff know how and why it is important to collect a copay or do an intake when needed. This flexibility not only makes the day go smoother—it enhances the patient experience. Chaos is kept behind the scenes (where it belongs), and patients continue to receive excellent, seamless care.
Cross-training doesn’t mean every staff member needs to know how to do everything. It means identifying mission-critical tasks that must get done daily—and training backup staff to handle them.
Here’s a simple framework to start:
- List the core tasks of each position.
- Identify gaps—What would not get done if this person were out?
- Prioritize essential functions—like answering phones, managing intake, taking vitals, checking insurance, or posting charges.
- Schedule training rotations where team members shadow each other and document step-by-step processes.
- Create simple how-to guides for quick reference (especially helpful for infrequent but important tasks like end-of-day reconciliation or supply ordering).
Cross-training does more than prepare for absences—it strengthens the team. It empowers staff to contribute beyond their job title, makes onboarding new employees easier, and builds a supportive, “we’re in this together” culture.
Studies have shown that cross-trained teams are more engaged and less likely to feel overwhelmed during busy times. They become more adaptable, communicative, and aligned in their goals. In short, they function more like a team and less like a collection of individuals.
Final Thought
Cross-training is not just a strategy—it’s a mindset. It says, “We’re prepared. We’re flexible. We’ve got each other’s backs.” And in a world where staffing can change overnight, that kind of unity is one of the best assets a private practice can have.
Tina Del Buono, PMAC
Tina@toppractices.com
Director Top Practices Virtual Practice Management Institute
Consultant and Performance Coach
Tina Del Buono is a Practice Management Performance Coach, Consultant and Mentor for physicians and her fellow office managers/administrators and their staff. She has been a practice manager for over 25 years. Tina is the author of a National Indie Award Winning Book, “Truth from the Trenches” The Complete Guide to Creating A High-Performing, Inspired Medical Team.