orientation to business administration jeff steele, ldo, aboc, cpot
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Orientation to Business Administration
Jeff Steele, LDO, ABOC, CPOT
Objectives Identify and describe different
roles within the business office Understand the importance of
good communication skills Understand all aspects of the
business phone Understand how to handle patient
complaints
Overview The business office is the control
center of the medical practice: Telephone contact w/ patients Initial patient greetings Maintain charts and records Essential paperwork, including
insurance claims and financial records
Accounts receivable
Staffing Of course the size of the practice will dictate how
many are needed to perform these duties: Receptionist- greets patients and answers phones Appointment clerk- scheduling Insurance clerk- liaison between pts and insurance File clerk- filing and retrieving pt. records Bookkeeper- accounts payable entries and records A/R manager- makes financial arrangements w/ pt. Office manager- supervisor of all aspects of the front
office
Your Role Your role is an important one- by delegating
these responsibilities the doctor is able to concentrate on patient care!
In order to do your best, you must have a basic knowledge of the language of medicine and the procedures being performed
In addition, you must have the appropriate secretarial, business and communication skills
Building Better Communication Skills!
As you greet the public, you represent the doctor, the practice, and the health care profession
It is through contact with you that the patient forms that very important first impression
Appearance
Your appearance is just as important as your behavior in making that first impression
Always be well-groomed and neatly uniformed. By taking pride in yourself, you show admiration and respect for your profession
Listen!
Perhaps the most important part of having good communication skills is the ability to listen
Listening is not a passive activity- or a natural skill. It is something that must be worked on
Listening
Do…•Limit your own talking
•Listen for more than words (emotions behind the words)
•Think like the patient (empathize w/ the patient)
•Concentrate on what is being said
Don’t…
•Interrupt
•Argue
•Be pushy
•Jump to conclusions!
Greeting Visitors The reception area and office should be
kept clean at all times Everyone who enters should be greeting
promptly and pleasantly (preferably by name!)
Properly addressing the patient includes use of “Mr.”, “Mrs.”, or “Miss” unless they have otherwise given you permission to use their first name
New Patient Forms Upon arrival, it is common (and
appropriate) to have your patient fill out some forms:
New patient registration form, consisting of contact information and insurance information
Medical history Welcome brochure
Telephone A major source of contact between
new and returning patients Phone calls are NOT interruptions-
they are part of the job! You are responsible for answering
the phone in a manner that creates a favorable impression and allows you to handle the call efficiently
Proper Greeting
Greeting: Good morning, afternoon, etc
Identify the practice Identify yourself: First name only Offer to help: “How may I help you”
Remember, your attitude will show through on the phone…smile!
Help the Patient In most situations, you or someone in your
office will be equipped to help the patient. The doctor’s schedule is generally such that
constant interruptions to field phone calls will put the schedule far behind, upsetting patients
If the patient insists on speaking w/ the doctor, it is best to state that the doctor is with a patient and offer to take a message. Reiterate that you can probably help them with a problem. (Note: many problems are actually not problems the doctor can help solve, such as billing or insurance issues!)
Taking Messages If a message is taken, record it in duplicate Record all of the following necessary
information: Who called? When? Why? Is the call to be returned? If so, what is the number and who is to return
the call? NOTE: If the call is concerning a clinical
question, include the patient’s chart when delivering the message
After Hours
Some form of phone coverage must be provided for those times when the office is closed, usually in the form of an answering service or answering machine
There should be a plan in place to handle after hours emergencies
Personal Phone Calls
Remember, your office is a business and phone lines are for business purposes
Only emergency calls should be fielded or placed. All other calls should be done during lunch or breaks
Handling Complaints Unfortunately, handling complaints will
inevitably be something you will face as a technician. It is best to keep in mind the following:
You are not the target (hopefully!) Listen w/out interruption (take notes) Express your regret (this does not mean you
have to take responsibility, just that you are sorry for their problem)
Restate the complaint Ask questions as a mean of gathering more info Assure action…and follow up. If you promise
action, be sure to fulfill your commitment!
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