Unit 9 Seminar Welcome to Unit 9 seminar This is our final seminar of the course! Congratulations you have made it!

OFFICE MANAGER An office manager in a medium to large medical practice has dozens of duties. An office manager in a medium to large medical practice has dozens of duties. Direct supervision Direct supervision Day-to-day management Day-to-day management Long-term planning Long-term planning Liaison work with other organizations Liaison work with other organizations Office managers have power, influence, authority, and responsibility. A good office manager balances the use of power and influence, accepts responsibility when given authority, and insists on having authority when given responsibility. Office managers have power, influence, authority, and responsibility. A good office manager balances the use of power and influence, accepts responsibility when given authority, and insists on having authority when given responsibility.

SET THE TONE The office manager sets the tone of the office. The supervisor must set an example by working collaboratively to accomplish goals. A good supervisor should be able and willing to step into any role to make sure the office performs at its peak. A good supervisor shows respect for all members of the office team, allowing each person to use and develop his or her skills. A good supervisor gets the best effort from each person on the team and makes each team member feel appreciated. Any supervisor should provide a good role model for leadership and encourage other employees to take leadership responsibilities The office manager sets the tone of the office. The supervisor must set an example by working collaboratively to accomplish goals. A good supervisor should be able and willing to step into any role to make sure the office performs at its peak. A good supervisor shows respect for all members of the office team, allowing each person to use and develop his or her skills. A good supervisor gets the best effort from each person on the team and makes each team member feel appreciated. Any supervisor should provide a good role model for leadership and encourage other employees to take leadership responsibilities

TEAMWORK In a busy office where each person has specialized tasks, having a regular staff meeting is an efficient way to inform all team members about issues facing the whole office. Meetings should be held often enough to identify and correct problems before they grow too large to be handled effectively. In a busy office where each person has specialized tasks, having a regular staff meeting is an efficient way to inform all team members about issues facing the whole office. Meetings should be held often enough to identify and correct problems before they grow too large to be handled effectively.

TEAMWORK CONTINUED… While it is important to create a team-oriented environment, it is also important for staff to maintain appropriate professional relationships. All employees must do their duties. The entire practice suffers if employees arrive late, leave early, or neglect their duties. Dealing with problems is one of the office manager's most difficult tasks, especially in a small, close-knit working group. But for the good of the entire organization, problems must be caught early and addressed appropriately. While it is important to create a team-oriented environment, it is also important for staff to maintain appropriate professional relationships. All employees must do their duties. The entire practice suffers if employees arrive late, leave early, or neglect their duties. Dealing with problems is one of the office manager's most difficult tasks, especially in a small, close-knit working group. But for the good of the entire organization, problems must be caught early and addressed appropriately.

HIRING Any job posting or help-wanted advertisement should include seven elements: Any job posting or help-wanted advertisement should include seven elements: A brief job description A brief job description Whether the job is part-time or full-time Whether the job is part-time or full-time If previous experience, education, or credentialing is necessary If previous experience, education, or credentialing is necessary To whom and where to respond To whom and where to respond What materials should be sent (e.g., resume, references) What materials should be sent (e.g., resume, references) The job's location and setting (e.g., a medical office) The job's location and setting (e.g., a medical office) Salary, salary range, hourly rate, or a request for applicants to state their desired or required salary Salary, salary range, hourly rate, or a request for applicants to state their desired or required salary

TRAINING New employee orientation can be simple or complex, depending on the size and operating model of the practice. Any orientation should include the following: New employee orientation can be simple or complex, depending on the size and operating model of the practice. Any orientation should include the following: Introduction to other employees Introduction to other employees Description of duties and explanation of lines of supervision Description of duties and explanation of lines of supervision Completing necessary tax, benefit, and office insurance paperwork Completing necessary tax, benefit, and office insurance paperwork The federal Occupational Safety and Health Administration (OSHA)-mandated explanations The federal Occupational Safety and Health Administration (OSHA)-mandated explanations Introduction to office policies and procedures Introduction to office policies and procedures Introduction to office culture Introduction to office culture

GETTING AND KEEPING PATIENTS A medical office must develop strategies to attract and retain its customers, who are its patients. The medical office should define its target market. A target market is defined as the individuals or groups the practice wants to serve. For example, target markets might include families with school-aged children, the elderly, or particular immigrant communities. The medical practice should design its marketing and services to serve the particular needs of its target market. A medical office must develop strategies to attract and retain its customers, who are its patients. The medical office should define its target market. A target market is defined as the individuals or groups the practice wants to serve. For example, target markets might include families with school-aged children, the elderly, or particular immigrant communities. The medical practice should design its marketing and services to serve the particular needs of its target market.

Performance Appraisal Includes the judgment of both the quality and quantity of work, personal appearance, attitudes and team spirit, dependability, self-discipline, motivation, attendance, punctuality and any other qualities essential to satisfactory performance of the job in question.

Performance Appraisal A formal performance appraisal at the end of the probationary period and at regular 6-month intervals thereafter, with a report to the physician employer, is helpful in the employee’s salary review.

Staff Meetings Staff meetings may be held to relay information, solve a problem, or brainstorm ideas. Some meetings are designed as work sessions, whereas others may be scheduled to discuss new policies or change in procedures.

Advertising and Public Relations Advertising is defined as a medium that attempts to create or change attitudes, beliefs and perceptions through broadcast time, printed material, or other forms of communication. (paid) Public Relations is a similar field but relies more on news broadcasts or reports, magazine or newspaper articles, and radio reports to reach the audience (not paid)

KNOW CUSTOMER SERVICE! Patients want to feel that they are being treated as people, not as conditions or diseases or numbers. They want to know that every member of the medical office team is striving to make their experience as good as it can be. Patients want to feel that they are being treated as people, not as conditions or diseases or numbers. They want to know that every member of the medical office team is striving to make their experience as good as it can be.

Treating the Patient as a Customer The best way to increase patients in a medical office is through word of mouth Patients often have a choice about who provides their healthcare services, it is important that the physician’s office becomes the patient’s first choice. Health care is a business! Use your good judgment in all situations! (Nordstrom, Inc. Employee Handbook)

Patients/Customers Always use the patient's name if you know it. Always use the patient's name if you know it. Always be courteous. Always be courteous. Identify with the patient. Show empathy and concern. Identify with the patient. Show empathy and concern. Explain things as thoroughly as you can. Explain things as thoroughly as you can. Always smile, even when it is difficult. Always smile, even when it is difficult. Keep your personal problems to yourself while at work. Keep your personal problems to yourself while at work. It is also important to seek feedback from patients about the quality of the experience. Patient satisfaction surveys can be useful tools for doing this. It is also important to seek feedback from patients about the quality of the experience. Patient satisfaction surveys can be useful tools for doing this.

General Office Policies All employees should read the office policy manual. The manual should be a daily source of information for all employees to reference whenever needed. Philosophy/mission statement, goals, services offered, hours of operation, appointment system, location/directions, vacation, sick leave, confidentiality, benefits, payroll information, other employee information.

CONGRATUALTIONS! ON FINISHING HS 210!! ON FINISHING HS 210!! YOUR THOUGHTS ON THIS COURSE? YOUR THOUGHTS ON THIS COURSE? WHAT DID YOU LEARN? WHAT DID YOU LEARN?

WELL DONE TO YOU ALL!! You are all headed to the top! You are all headed to the top! Keep pressing on towards your goals! I believe in you! Keep pressing on towards your goals! I believe in you!