Role scorecard

A role scorecard replaces a title like "front desk" or "assistant" with what the role is for, the specific numbers it is responsible for, and the daily, weekly and monthly routines that produce them. Ryan's rule is that you cannot hold someone accountable for a standard you never defined, so the scorecard comes before any conversation about performance.

The numbers are the point. A scheduling coordinator owns schedule utilization and no-show rate, a treatment coordinator owns case acceptance, an insurance coordinator owns claims paid and AR aging, assistants own room turnover time, and hygienists own reappointment rate. Each metric has one owner, and the numbers are reviewed in the weekly leadership meeting.

Scorecards also prevent conflict. When two people both think a task is theirs, they fight over it; when a task belongs to no one, it falls through. Writing down who owns what removes both problems, which is why written scorecards are one of the checks in Ryan's practice audit.