Morgan, Head of the Administrative Department, has been working at Watersedge since Robert Waters, her father, opened the lab in September 2013.
What does Morgan’s workday include?
The “Face” of Watersedge
Morgan and her administrative staff act as the “face” (or perhaps the “voice”) of Watersedge, receiving dozens of calls daily from dental offices in need of information or assistance. They handle phone enquiries regarding estimates for a restoration, coordination of patient requirements, confirmation of delivery times, requests for supplies, and technical support. She and her team have built relationships with many dental professionals over the years and take great joy in being a lifeline of information for Watersedge’s clients.
Morgan also supports the talented Watersedge technical staff. Backed by her team, she supplies the information they need to do the meticulous job of crafting precise and exquisite restorations. The admins ensure that former treatment plans, photos, surgical reports, and any other relevant background information is included with every case in the production phase.
Two Vital Organizational Tasks
Morgan spends a large portion of her workday on two vital organizational tasks:
- Coordinating delivery and pickup of lab cases across the city. This task requires knowledge of each courier’s route (Watersedge employs three full-time in-house couriers), confirming patient appointment times, and scheduling current cases to ensure punctual delivery.
- Processing incoming and outgoing cases. The prescription for every incoming case is assigned to the appropriate department (denture, orthodontic, or crown and implant). It is then logged into a software system, which allows the fabrication to be tracked and managed on the lab floor. When it’s complete, the final steps are reviewing the entire case, issuing an invoice, and carefully packaging the item for delivery.
Occasionally Morgan meets with dental patients. Often this occurs when a restoration requires a precise custom colour match to the surrounding teeth. She ensures patients have all their concerns addressed before and after their appointment with the Watersedge colour-matching specialists.
What is most enjoyable about her job?
Morgan mentions patient care as a highlight of her job. She explains:
“I take great pride in our patient care. When we see patients, they are often at the end of a very long, taxing, and anxiety-producing process. I use empathy and active listening to help calm and assure them. And I know that the final result will be positive — a happy and healthy smile!”
What makes Watersedge stand out?
The Watersedge difference is clear. Morgan describes it this way:
“The Dental Lab industry is notoriously stressful and high-stakes. When my father [Rob Waters] opened Watersedge, he aspired to create a positive and pleasant work environment. Tensions can run high in labs, and what makes Watersedge unique is the dedication to teamwork and positivity that we all bring to the workplace.
“I consider myself fortunate to be a part of a close-knit, dedicated team that’s so passionate about creating beautiful, precise restorations for our clients and patients.”