A good manager = a good people-problem solver. Here are some solutions readers have told MOM about in the past. They are easy to implement, and they work. • To keep little problems from getting big, name a head staffer for the clinical area, front desk, billing department, and so on. When staff have comments or problems, they have to e-mail them to those … [Read more...] about A half dozen plus one good ideas
General
Get personal to get patients to pay faster
Set the expectation of payment before the patient comes in. When the office calls to confirm an appointment, whether it's a live conversation or an automated message, say, "Your co-pay is due when you check in." In other words, "bring your wallet." Some offices go so far as to refuse people who don't have the co-pay at the time of the visit. However, such a strict policy … [Read more...] about Get personal to get patients to pay faster
For a better new year, ask staff what’s going wrong and right with the office
To be a leader, a manager has to know the satisfaction level and where staff need and want to change – and also where personal changes are in order. And now is the time to find out exactly that, says Andrew Sobel, a New York City management and business development consultant. Addressing issues in January and February “gets people charged up for the year,” he says. It also … [Read more...] about For a better new year, ask staff what’s going wrong and right with the office
New referrals come from a visit, a folder, and chocolate cookies
When a new manager took over the office of a Miami gastroenterology practice, the office had just lost two physicians and needed to increase referrals for the three physicians who remained. So she took on the job of marketing. Her approach was direct and simple, but the results were so good that now, less than two years later, the schedule stays full. First, she put together … [Read more...] about New referrals come from a visit, a folder, and chocolate cookies
Holiday season dos and don’ts for the medical office
The holiday season is an ideal time of year to show goodwill toward all, including your staff. Here are some dos and don’ts to help make your workplace holiday friendly. Do Try to be flexible when it comes to time off during the holiday season. Yes, employees should have saved their vacation time. And yes, maybe seniority should prevail when it comes to the days off … [Read more...] about Holiday season dos and don’ts for the medical office
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
Got troublesome staff? Five easy rules for making the manager’s job easier
Here are five easy rules that will make the job of managing difficult people a little easier—or at least make it go more smoothly. They are outlined by Monica Wofford, MBA, CSP, principal of Contagious Companies, a leadership training company, and author of "Make Difficult People Disappear." Rule #1: Address problems consistently Face the problem people. And don't be … [Read more...] about Got troublesome staff? Five easy rules for making the manager’s job easier
How to painlessly review a staffer with poor performance
Perhaps the most difficult part of being a manager is the job of pointing out what a staffer is doing wrong. No manager enjoys the confrontation. Yet unconfronted, poor performance worsens. Here's an outline of how to take on that most unpleasant job. It's explained by JoAn Majors, a Caldwell, TX, speaker on people skills. Majors is also author of the book, … [Read more...] about How to painlessly review a staffer with poor performance
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