1. Chapter 11
OFFICE MANAGEMENT

2. Office Management Learning Objectives
List three qualifications for office management.
List four office management tasks.
Describe two guidelines for making travel arrangements.
Explain the preparations to be made in arranging for a meeting.
List four topics to be covered in a patient information brochure.
Explain the importance of a policies and procedures manual.
Chapter 11

3. Key Terms Agenda Itinerary Management qualifications Meeting minutes
Outside services file
Patient education materials
Patient information brochure
Policies and procedures manual
Reprints
Travel agent
Chapter 11

4. Management Qualifications
Skills, abilities, and responsibilities of the administrative medical assistant
Helping with editorial projects
Making travel and meeting arrangements
Working with patient instruction handouts
Creating and maintaining office policies and procedures manuals
Chapter 11

5. Role of the Office Manager
Being a team player
Increasing productivity
Planning strategically
Using problem-solving skills
Using available resources
Using good leadership skills
Chapter 11

6. Research Projects Resources Medical journals Reprints
Computerized databases in libraries
Compact discs
On-line databases; bulletin boards
MEDLINE software
Medical journals
Published by medical societies such as AMA
Reprints
Distributed to those interested in the topic
Chapter 11

7. Travel Preferences Travel agent
Allow enough time to ensure the physician’s preferences will be honored
Travel agent
Use a skilled travel agent at a reputable agency or Web site
Travel agents do not charge for their services
Chapter 11

8. Reservations E-tickets Itinerary
Printed confirmation of reservation and purchase
Needed to obtain boarding pass
Itinerary
Daily schedule of events, flight times, flight numbers, hotel and car arrangements, necessary addresses and phone numbers
Distribute itinerary as needed
Maintain reference copy in the office
Chapter 11

9. Changing Travel Plans Most airline tickets are nonrefundable
Hotel reservations
Request confirmation of a cancellation
Cancel as soon as possible to avoid financial penalties
Chapter 11

10. In the Physician’s Absence
Plan for handling
Phone calls
Correspondence
Appointments
Reschedule patients already scheduled
Substitute physician
Daily summary of calls, incidents, patient inquiries in physician’s absence
Chapter 11

11. Meetings Most physicians belong to organizations such as the AMA
National, state, and local levels
Yearly and monthly meetings
Block out regular meeting times in appointment book
Remind physician of meeting
Chapter 11

12. Meeting Preparations Identify date and time of meeting
Locate meeting place
Expected attendance
Refreshments or meals
Media support
Confirm speaker
Create and distribute agenda
Send invitations
Name and address database
Chapter 11

13. Meeting Details Last-minute items Confirm refreshments or meals
Inspect meeting location for appropriate set-up
Confirm media support
Supply copies of agenda for each attendee
Chapter 11

14. Meeting Minutes Recording minutes
Official record of proceedings of meeting
Recording secretary
Kept in official book of minutes
Formal or informal format
Name of organization
Date of meeting
Purpose of meeting
Name of presiding officer
Names of attendees and absentees
Order of business
Motions made and approved or rejected
Summaries of discussions
Chapter 11

15. Patient Information Brochure
Contains vital information the patient needs to know about the practice
Physicians’ names, specialties, and qualifications
Description of services offered
Names and phone numbers of practice staff
Policies and procedures regarding fees and payments
Instructions for scheduling appointments
Chapter 11

16. Educational Materials
Means of educating patients in their own health care
May include
Instructions for testing or procedures
Preventative actions and safety tips
List of resources available
Chapter 11

17. Employee Handbook Policies and procedures manual
Provides employees with information about the work environment
Must be kept current and complete
Keeps office running smoothly
Used to train new staff
Printed or electronic format
Chapter 11

18. Employee Handbook (cont’d)
Usually contains
Office personnel directory
Job descriptions
Procedures
Chapter 11

19. Employee Handbook (cont’d)
Procedures may include instructions on
Patient care
Billing and collections
Processing insurance forms
Forms and supplies
Equipment
Inventory and ordering procedures
Employee hiring policies
Daily routine
Filing
Transferring patients’ records
Scheduling appointments
Orientation for new patients
Telephone procedures
Chapter 11

20. Employee Handbook (cont’d)
Procedures (cont’d)
Employee evaluation policies
Employee benefits policies
Office dress code
Meeting schedule
Maintenance, safety, and office security
Outside services file
Names, addresses, and phone numbers used in referring patients for services
Chapter 11

21. Office Records Employee files Physician’s personal files Confidential
Information regarding licenses
Insurance identification numbers and social security information
Affiliations and continuing education requirements
License and membership renewal dates
Chapter 11

22. Resources Office manager can utilize Policies and procedures manual
Managing daily routine
Managing employees
Internet research
Standard printed references
Chapter 11

23. Quiz The agenda is the daily schedule of events for a traveler. (T/F)
False, this is an itinerary.
The office manager should make the physician’s travel arrangements. (T/F)
False, a professional travel agent should be used.
The physician maintains his/her personal records file. (T/F)
False, the office manager maintains this file.
Chapter 11

24. Critical Thinking
Why is the policy and procedures manual such an important document?
The manual is the basis for a smoothly running office. It provides specific guidelines for handling daily tasks as well as personnel issues. It is useful in training new employees. It details the steps in dealing with patients from initial visit to collections.
Chapter 11

25. Critical Thinking
What are the critical qualifications of the office manager?
Being a team player who helps generously, contributes to a pleasant atmosphere, and relates well to others; planning strategically for the daily operation and beyond; and increasing productivity by completing tasks more efficiently, thereby increasing output.
Chapter 11