The Medical Assistant as Office Manager

Chapter 22ICBS 120

Qualities of a Manager

People skills – the office manager must like people in general and enjoy working with them

Truthfulness – lead by example. If an honest mistake is made, be the first to admit to the error and seek the best solution for preventing it from happening again

Fair-mindedness – It is important to always be fair with co-workers

Qualities of a Manager

Effective communication skills – communication skills include writing and oral methods. The manager must communicate clearly, diplomatically, tactfully and with respect for the feelings of others.

Organizational skills – being organized includes being able to prioritize tasks, working efficiently and methodically. Know when and be willing to delegate tasks when others have the expertise and time to complete the task within the time lines

Qualities of a Manager

Objectivity – must be able to view challenges without bias or prejudice

Problem-solving skills – must be a problem solver. When difficult issues arise, focus on the situation, issue or behavior, not the person

Technical expertise – should have working knowledge of each procedure performed in the office

Teamwork

Teamwork builds morale and actually results in getting more accomplished with the resources you have because the team members develop ownership of the solution to a problem and want to make it workEfficiency of a team results from the collective working together to plan how to “work smarter”

Getting the Team started

A successful teamwork approach is not a mysterious event that just happens, it is the result of clear vision, goals, and a well-planned strategy on the part of the team leader.For teamwork to be successful, individual team members must understand and support the task they are being asked to perform

Using a Team to Solve a Problem

Brainstorming – process of developing ideas through a synergistic interaction among team members in an environment free of criticismIn a brainstorming session everyone should feel free to contribute solutions to the problem without any consideration for practicality or flaws in the proposalIn brainstorming sessions you usually get results in a list of solutions.

Recognition

A successful team should not be disbanded until it is acknowledged for its efforts and physical recognition is given in the case of an important problem that was solvedThis is the most important phase of team development, as it is responsible for developing team spirit.

Staff Meetings

The office manager usually initiates the staff meeting idea and should officiate at such meetings.An agenda identifying the subjects to be covered during a given meeting should be issued prior to the meeting so that each attendee arrives prepared with input and/or questions relevant to the topicsA written record in the form of minutes should be maintained and sent to all team members regardless of whether they attended the meeting

Supporting Staff Members

Interview, hire, terminate employeesSupervise or personally train employeesMake weekly work schedulesEstablish probation periodsEstablish increases and changes in benefit packagesTime managementDevelopment of Procedures ManualsMarketing FunctionsSeminars

Supporting Staff Members

Brochures/NewslettersPayroll ProcessingPress ReleasesSpecial EventsFinancial ManagementFacility and Equipment ManagementRisk Management

Liability coverage and bonding

A bond is purchased for a cash value in an employee’s name which insures that the physician will recover the amount of loss in the event that an employee embezzles funds.Negligence is performing an act that a reasonable and prudent physician would not perform or failure to perform an act that a reasonable and prudent physician would perform