call management, supervisor, superior, physical examinations require how much time, immunizations and prescription refills require how much time. They are efficient as they are usually based on a great deal of creative thought as opposed to a letter developed "off the top of your head." If your assistant must make a number of outgoing calls such as for appointment verification, she should allow several minutes between each call so that a patient trying to reach the office has a chance to make the connection. Records, supplies, equipment, and furnishings are but vehicles to reach this goal. On the federal level, an Employer Identification Number is required when submitting federal income tax and social security taxes, opening retirement programs, etc. Approved programs are usually listed periodically in the state chiropractic association's communications. Credit Cards Other information most desirable to administrative assistants are the established business procedures and samples of pertinent forms. Likewise, most patients being examined or treated resent having the doctor interrupted or called away. This should be thoroughly explained to the patient during the consultation or review of examination findings prior to initiating a comprehensive therapy program. * Print appointments, * Check restrooms If in doubt, she should place the caller on hold and brief you on the problem. False. Banking and depositing procedures For example, letters should be carbon-copied, duplicated, or filed on a word-processing disc. Healthcare policy is an integral aspect of the U.S. healthcare systemone that helps shape and protect the health and well-being of our population. To reduce the likelihood of issues such as wrongful termination suits, breach of contract claims or other employment-related lawsuits, be sure that your policies and procedures manual does not inadvertently create an employment contract. If such patients fail to profit by the advice, you may be forced to postpone further service until full cooperation can be extended following psychiatric help. Inductively, you can build up short-term and intermediate goals into long-range objectives. Practice Planning If desired, a five-division system can be used. Management and Delegation Patient scheduling sheets Patients with undependable appointment habits must be frequently re-educated to the importance of their time reservations. Visualize the plight of the mother with a sick child who cannot make contact with your office because the line is busy. These factors build patient satisfaction, reduce complaints, and encourage referrals more than many other "clever" techniques. An efficient filing system should provide for at least three general These forms are usually designed so that a group of questions refers to a pertinent system of the body. Medical referrals/consultants In the event of your prolonged absence, you may wish to authorize an assistant to sign your name in routine correspondence, with the assistant's initials placed beside your signature. It involves the rules and regulations set forth by lawmakers on a local, state, and national level. Abuse of the telephone is seen in the patient attempting to obtain detailed professional counsel or a diagnosis over the telephone. Every patient entering the reception area should be cheerfully greeted and properly registered. * Only when necessary Office staff should be trained to keep personal calls most brief during office hours. Ordering Supplies What new policies and procedures should be developed and implemented? by Corporate Relations and Business Strategy Staff. It is here that both new patients and visitors receive their first close impression of your values in neatness, cleanliness, taste, and consideration for patient comfort. In addition to the consultation and history being required to assist you in determining the type of examination necessary to isolate the cause(s) of the patient's complaints, they are necessary to counsel toward healthy behavior. Those are some of the big, conceptual reasons why policies and procedures are important in companies. We must cancel your appointment for next Wednesday. you offer her an appointment for later that day, but she insists that it must be now. Pay attention to the patient's concerns. Dead leaves from plants should be removed, and the plants should be rotated for sunlight. An attitude like this soon grows to a lack of respect because your assistant was not in control of the situation on its first occurrence. For example, if a patient has not visited the office in 2--5 years, the patient's records are placed in an inactive file. It's good policy to let the caller hang up first, else there is a risk of spoiling a pleasant conversation with a loud bang if the phone is not replaced gently. OPENING ROUTINES In any event, communication processing should be frequent, smooth, and alert to priority situations. Tax record procedures Planning and time management are learned behavior patterns. ENCLOSURES 3.4). Appointment Management * Charts After the telephone contact, the next typical areas of contact the office has with a patient are the exterior of your building and the reception area. 2. discuss in advance how payments will be made if paying alot out of pocket. Why is it important to inform patients about wait times? Travel arrangements the provider will be seeing patients in the afternoon, and the re are a couple of same-day appointments available on your schedule. With tact and sympathy for the patient's excuse for being late, the assistant should arrange a new appointment if the schedule will not allow the patient to be worked in. In many cases, your assistant's quality of voice over the telephone may calm or reassure a nervous patient. An assistant should be trained to arrange for these consultations with the appropriate specialist's appointment secretary. Yet, this is what happens in offices that are not run efficiently --an example of poor management resulting in poor human relations. A sample format sheet is shown in Figure 3.32. When certified or registered mail is sent requesting a return receipt, the returned receipt should be attached to the office copy of the mailing in your file. If you are out of the office, your assistant should be tactful and factual. Telephone number file Office Closings. Work stations should be cleared or organized for the next day. The skill involved in their administration is an essential factor in a profitable operation. Every practice requires a certain amount of working capital. Chiropractic educational literature prepares the mind of the patient or prospective patient for further education. Patients may be embarrassed by coming into contact with each other several times after clinical procedures have begun. Record processing and maintenance If you are in town but out of the office, your assistant can simply state, "Dr. Brown is out of the office and is scheduled to be back by 2 o'clock this afternoon." The test of a good filing system is one in which any staff member can retrieve material quickly. Asking, "What matters to you?" helps to connect what is really important to the patient, what the bottom line is and what the driver is for them. Types. The Inquisitive Caller. The cards are separated by tab dividers for each month and subdivided by 28--31 subtabs for each day of the current month. The ring of the telephone should be answered with sincere interest, warmth, courtesy, helpfulness, and understanding. Reasons may be financial, an occupation requiring a great deal of long-distance traveling, baby-sitting problems, or some other factor that would prevent keeping necessary appointments. Such patients have not been properly educated by the doctor on the importance of preventive or maintenance care. Most scheduling assistants prefer a large appointment book that reveals the weekly schedule at a glance. These patients can be called and asked if they would mind coming Monday rather than the previously scheduled Tuesday or Wednesday, for example. True or False: Sending a fax is the most secure way to exchange info. Typical data include general office policies (eg, sick leave, absenteeism, tardiness), and employee benefits (eg, holidays, vacations, insurance). Obviously, the first step in getting ahead is to know what and where you are. If yes, explain _____ TOBACCO Never Current Former Age of Onset . It describes how particular activities are to be conducted. If your assistant suspects such a situation, you may wish to tell her that it would not be inappropriate for her to inform you that the next patient has been prepared and is waiting. spinal adjustment S her ob/gyn physician has determined that she needs to have a total abdominal hysterectomy. * Redirect phone to office A statement like this tells the patient that she is getting better, she needs more care, the length between visits will be increased as she improves, and you care about her welfare. It is not unusual in large practices to have several patients with the name Mary E. Smith or John J. Jones. This medicolegal procedure is called obtaining informed consent, whether conducted at one or more sessions. Record management can be defined as the systematic control over the development, maintenance, storage, and protection, of records. If you wish to arrange a special consultation prior to your appointment, he can see you either next Monday at 10 o'clock in the morning or Wednesday at 3 o'clock in the afternoon. If the caller chooses to wait and your conversation is extended, your assistant should return to the line, explain the situation, and ask if you may return the call. As referrals are the life-blood of the practice, the human relations factors must be considered. A signed formal release is necessary before such confidential information can be discussed. Being polite and courteous can encourage patients to come back, while being rude can chase them away. The main barriers to good planning are myopic conceptions, fear, lack of flexibility, lack of time, and lack of knowledge. Balance is the key in handling problem situations. a. Jason has many admirable qualities, but most important is his leadership skill. Office policies vary widely depending on the size of the practice, staff abilities, and the personal philosophy of the doctor involved. If three or four units are used each month, determine the price break on a dozen units. All radiographs and their concurrent diagnostic findings should remain with the doctor as part of the case records for a minimum of 7 years. First-class business mail You cannot score a touchdown if you do not know where the goal lines are. PULLED FILES The business world recognizes the value of its customers, and the alert businessman can tell the doctor much about human relations. Once objectives, policies, and procedures are established, the entire practice is in a position to be managed and periodically evaluated. If your assistant cannot hear the caller clearly, she should use extra tact and courtesy. Were telephone contacts handled effectively? A number of methods can be employed to keep telephone costs to a minimum. Patients' complaints are very real to them or they would not be calling. Such a patient may have a high regard for the doctor, realize the necessity of complete rehabilitation, but not be in a position to engage in a comprehensive program at the present time. WHEN YOU ARE NOT IN THE OFFICE Tickler Files Permanent ledger sheets There are cards, double cards, sheets, and multiple-page forms. SAFES AND VAULTS The variety of equipment and compatible software available is vast. As first-class postage rates are determined by the ounce, so second-ounce stamps (which are about half the cost of first-class stamps) should be kept on hand. 3.33) and transfer its information each month to a master list kept in the business office or the central storage area. Enclosures should be clipped to a letter requiring your signature unless they are quite bulky. It also helps to speak at a slower rate. Increasing obligations can risk your practice's reputation and credit standing, leading the way to bankruptcy. DATA REVIEW * Ensure security If you are a consultant to an insurance company, one of your roles will be that of reviewing claims. Such situations, however, should be rare for any one patient. * Programs track access Studies have shown time and again that the doctor who keeps accurate and detailed records of all important phases of his practice, and evaluates them carefully, is bound to be more successful than one who doesn't. An objective analysis should be made of your practice objectives, financial position, management capability, supervisory expertise, and personnel practices. You can recommend to the patient a plan that you feel would be the best method to correct the disorder in the shortest possible time if it is possible to correct. Most chiropractic offices use some type of answering service or device when the office is not attended. A compelling overseer is a resource for an association. Less than a 3-month supply is usually poor economy. Thats just as important as encouraging acceptable behavior. If either the doctor or an assistant hesitates to tactfully discuss appointment irregularities with lax or uncooperative patients, they cannot expect to maintain control of the appointment schedule. To advertise the practice and make announcements,, such as when the office is closed or when specific providers are away, * Unlock office Even taking advantage of the telephone company's discount time periods will make a difference. Numerical indexing also requires a log book to be maintained that lists each number assigned so that the same number will not be assigned to different patients. Index Cards. They feel that if plans are not made, discouragement can be avoided from failing to meet deadlines and expectations. A sound inventory control system should at least tell you what items must be ordered, how frequently they must be ordered, and what the quantitative reorder point is for each item. Telephone transmission appears to be best when the mouthpiece is held about an inch directly in front of the lips. It is helpful to develop a continuing education log (Fig. This requires that your plan incorporate frequent control checks ("red flags") on patient volume, referral rate, cash-flow, working capital, net profits, collections, debt limit, etc. * Set phones to answering service. Doctor's home phone Credit cards are a convenience to many doctors. General filing procedures Patients living many miles from the office may be subjected to poor driving conditions, inclement weather, undependable transportation systems, and other unpredictable situations that may place a severe handicap in maintaining appointment regularity or promptness. Avoid writing policies and procedures with language so specific that it is difficult to comply with, makes it challenging to operate your practice effectively or interferes with your ability to flexibly handle specific situations that may arise. Checks and overdraft notices should be attached to the patient's ledger card and given to the person responsible for posting payments, and invoices and statements should be given to the person in charge of accounts payable. Banking and depositing procedures If a patient becomes discouraged or has a complaint, you must know this to analyze it and keep similar situations from recurring. There are two phases in the initial consultative process. Transmittal Slips. Medical Records, Prior authorization from insurance company, consent to complete procedure, HIPAA authorization, physical chart is on hand. A "Seller's Permit" will most likely be required if you have items for resale, and most states require that all roentgenographic facilities be certified to meet established standards. Public Relations Referrals. Such a record (Fig. the mother states that the child has a temperature but denies nausea vomiting diarrhea or other signs or symptoms. For example, if today is January 9, and the patient is scheduled for the next visit in 2 weeks, the file will be posted in the January 23 location. Even if an office is ideally designed, it cannot function to its potential if the people in it do not. CROSS-REFERENCE SHEETS * Repeat to verify 3.25). WHEN YOU ARE NOT IN THE OFFICE An objective analysis of the important phases of patient contact will often spotlight weaknesses in the office system. Leadership skill and alert to priority situations FILES the business office or the storage! Month to a master list kept in the office is ideally designed, can... 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