By Stacey Hanke bio Most people consider themselves to be good listeners, finding it hard to admit otherwise. We know listening is vital to building strong relationships with coworkers, managers, clients, and leadership. In fact, it is considered to be the single most important communication skill necessary, valued more highly than speaking, in the business world. We spend … [Read more...] about 8 actions to be an exceptional listener
Managing patients
Office hours change draws more working patients
A change from traditional office hours has proved popular with patients, staff, and physicians at a family practice in Tifton, GA. It can be difficult for people to get time off work to visit the doctor, and too many such absences can even endanger their jobs. So practice administrator Christy Blanchett of Family Practice Associates came up with a schedule to accommodate … [Read more...] about Office hours change draws more working patients
When you’re about to lose patience with a patient
Working with the public isn't easy. And working in a medical office, where people are often at their worst, can be especially trying. Be that as it may, your role as a medical office manager demands professionalism at all times, even when a patient has pushed you to the limit of your patience. Remember this It sounds like a given, but it helps to remind yourself that the … [Read more...] about When you’re about to lose patience with a patient
3 dozen ways to handle difficult discussions
Clear communication is vital in any office, particularly in a medical practice, where there is a climate of power differential and hierarchy. However, many employees aren't particularly good at communicating, according to Dr. Susan Strauss, a nationally-recognized expert, author and international speaker on discrimination, harassment and bullying in the … [Read more...] about 3 dozen ways to handle difficult discussions
Is your waiting room costing you money?
How would patients rate your medical practice's reception area? Is it cold and clinical, or warm and welcoming? The waiting room is where new patients form early impressions of your practice – and, like it or not, these impressions influence their perception of the medical care they receive. Patient experience is a primary reason medical practices are investing in office … [Read more...] about Is your waiting room costing you money?
Role-playing turns front and back office staff into one team
When there's a people issue, especially when the front desk butts heads with the nursing staff, the manager of a Virginia family medicine group office brings it to light via role playing at a staff meeting. Afterwards, staff not only come up with a solution, but also draft and sign a commitment to follow it. The manager organizes the role playing three or four times a year, … [Read more...] about Role-playing turns front and back office staff into one team
Telehealth integration offers healthcare advantages for baby boomers
By James B. LeVasseur, Ph.D. bio The looming shortage of qualified doctors and specialists presents a significant challenge for the nation's healthcare system. With more baby boomers requiring healthcare every year, physician demand continues to grow faster than supply. This has created a projected shortfall of between 42,600 and 121,300 physicians, 14,800 to 49,300 … [Read more...] about Telehealth integration offers healthcare advantages for baby boomers
Polite form on chart collects balance due at registration
Because staff don't like asking patients for money, one manager set up a non-confrontational form that gets patients to pay their outstanding balances at registration. The billing department attaches it to the charts each morning, and the front desk staff hand it to patients with, "Oh, by the way, there is a note here for you from the billing department." The form was designed … [Read more...] about Polite form on chart collects balance due at registration
3 questions to help you handle patient credits
By Ranadene K. Tapio, MBA, CMRS, CMC, Guest Contributor bio How does your office deal with patient credits? More importantly, does your office deal with patient credits at all? Believe it not, not all offices do. There are several reasons why an office wouldn't address patient credits—from just not knowing they should to not knowing how to being short staffed. If … [Read more...] about 3 questions to help you handle patient credits
Keep things moving: reduce wait times while still giving patients the attention they deserve
It's the Catch-22 of a medical practice: How do you keep the patients flowing without compromising patient care? There are solutions to the problem, and they aren't all high tech, but they do take a little planning. Preventive care "When patients wait a long time," says Laurie Morgan, partner and senior consultant in San Francisco, California, medical consulting firm Capko … [Read more...] about Keep things moving: reduce wait times while still giving patients the attention they deserve