Almost every practice carries some burden of debt, but the level must be kept within reasonable limits. If the case plan is being affected, you should take time to have a heart-to-heart talk with the patient on the importance of appointment regularity. There is but one good way to find out what patient expectations are --ask! Sometimes a concerned relative, neighbor, or coach of a patient will call seeking information. Thus, it can be appreciated that there are strong points for and against telephone reminders. POLICIES AND PROCEDURES Depending upon the quality of this approach, either positive or negative impressions will be made. The only safeguard is to constantly remember that the patient is more important than the procedure. The rules of courtesy, appearance, decorum, hospitality, and tact apply. 3. reason for visit. Invoices for office expenses, for example, should be filed under "Bills Payable," and then transferred to the "Taxes" file after they are paid. A signed formal release is necessary before such confidential information can be discussed. There are many regulations that governments require organizations to follow. Following are some essential attributes the front office staff must have . These contacts help to enhance the success or failure in patient impression as they are the first tangible evidence a patient has of the service they will see. It is constant. * Tables In many cases, patients may be putting off medical bills because they have high-deductible health plans (HDHPs). (2) inactive patients who are not currently under care, do not owe the office money, but are likely to return; If the case history form is not a self-contained folder, a manila folder should be made for each patient and labeled according to either an alphabetical or numerical system. * Lock file cabinets All office policies and procedures should be designed and administered to assist your practice's services and the types of cases treated. For example, a credit policy establishes whether cash-only payments will be accepted for services or if credit will be extended and under what circumstances and limits. This is a great asset to any office. * Call Sources: appointments, first contact, treatment results, emergencies, referrals, discussing patients, laboratory reports, * Pleasant, friendly voice This is to achieve consent for the examination. Control. This will save valuable time. area within a "closed case" file. There are two basic classifications of records: administrative records and clinical records. Although not in wide use, some offices keep a separate file on patient relations. They are also an indication that some patients are assuming responsibility for case management by directing their appointment schedule. 7. telephone #'s It is important that your entire staff be professional and thorough in all clinical and financial matters. Window and lamp shades should be adjusted and draperies straightened as are necessary. Likewise, you must expect the patient to cooperate by following your recommendations. This type patient is usually interested in a complete rehabilitation program. Less than a 3-month supply is usually poor economy. Some large offices have a manual for business functions and another for clinical functions, while smaller offices just separate these functions by a divider in one book. As these are impossible requests to fulfill, they are sometimes called nuisance calls. 5. explain patient instructions thoroughly. Planning and time management are learned behavior patterns. THE DAILY RECORD 3.12) from the patient and total the charges for the services and supplies received. Whenever patients report their progress via the telephone, their comments (dated) should be noted by the assistant in the patients' records. ECONOMIC FACTORS Management and Delegation Another helpful log is that for personnel (Fig. Credit Cards ENCLOSURES Daily work sheets refers to blocking off time slots in a paper schedule with an "X" or having specified time period automatically blocked out in the computers schedule screen. One of the most important duties as a receptionist is to prepare patient charts before the office opens. Progress Records They should never sound sharp or paternal. An efficient filing system should provide for at least three general This also mandates that needs are anticipated prior to special mailings that may suddenly increase patient volume. Note: The assistant should avoid direct answers to specific questions regarding office fees or professional practices. what ramifications are possible if you are unable to handle the situation successfully? For patients new to the practice, however, data will have to be gained after the patient arrives; thus the file cannot be given to you until just before the patient is introduced. Attorney Problem Calls In a numerical indexing system, identifying numbers are used on the file folders that are arranged numerically. Poor appointment management, for instance, can result in businessmen missing important meetings and employees being penalized for being late. The common errors to avoid are mumbling, monotones, and slang. 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. Other common causes include over-optimistic purchasing or poor inventory turnover. For further information, contact the Sales & Service Department of the American Chiropractic Association. Has the ability to share information in terms her patients can understand. A small cross-index card must also be prepared that contains the same information in reverse (eg, Jones, John L - 1476). Employee policies concern personnel policies such as working hours, duties and responsibilities, salaries, overtime, holidays, vacations, sick leave, insurance benefits, etc. To be tactful when the assistant makes a follow-up call, it should not be "to remind" the patient, but to "confirm" or "verify" the appointment. Each can contribute to an efficient filing system. Roentgenologic referrals/consultants In essence, this system is a "tickler file" (Fig. Planning Strategies Periodic dusting, cleaning, and oiling (if necessary) will add to the service life of all clinical and business office equipment. Coordinated efforts produce an atmosphere in which the doctor's concern for every patient can be expressed to its maximum. On the other hand, if a patient who is accustomed to a definite appointment time and day cannot be allotted that time, your assistant should inform the patient immediately of the change in routine. Medicaid (local office) When patient volume decreases, operating expenses do not decrease proportionately. However, to maintain control, you should review all requisitions and initial your OK if the requisition is acceptable. Excessive stock means an unnecessarily high inventory investment. This consists of an accurate picture of your present status. The business maxim is: "Get organized, or get ready for trouble." A personal report is that type in which you give a patient an evaluation of your examination findings and prognosis. Proper scheduling and planning help your practice and personal life (Fig. should be avoided. ), "I don't know where he is" (Golf? It serves as a framework for planning the future. 4. provider to be seen, date, time. There is danger in purchasing equipment that will soon be outdated for your needs or purchasing equipment with functions that you will rarely utilize. If a patient becomes discouraged or has a complaint, you must know this to analyze it and keep similar situations from recurring. For example, your assistant can answer the ring with, "Dr. Johnson's office. Organization. Personal Calls "No Shows" * Disclaimer for private info Answers to typical problems. Standard forms can be obtained at local office supply stores or from a number of mail-order catalogs. Your assistant should speak in such a manner that others nearby will not hear the conversation, especially other patients. Equipment files can be subdivided into office equipment, diagnostic equipment, and therapeutic equipment if desired. * Can not share: with employees, for marketing, mental health info, *Individual login, password Your assistant should strive to take care of most phone inquiries. The majority of practitioners feel that legitimate progress reports and inquiries should be encouraged. The importance of allowing the correct amount of time for each patient and their needs cannot be overemphasized. Routine Calls If the appointment was scheduled for the patient's welfare, no inquiry would indicate a lack of interest on your part. This reaction is not a sometime thing. An assistant's voice that is calm, clear, and distinct naturally rises and falls and emphasizes important words. There is little difficulty in assigning the correct alphabetical position in the file to each patient's record when indexing is done by the unit method. Such stern expressions as, "What can I do for you?" Perception becomes shortsighted ("brush-fire" management), and the emphasis is on procedures that are designed to safeguard survival. Placing Calls on Hold (4) bank balance drops below forecasts, and Safety Inspections If a manager is sloppy about policies and procedures for hiring, he or she is acting outside the companys risk tolerance, and bringing more compliance risk to the organization. Birthday cards One important function of an assistant is to telephone patients for periodic spinal examinations or for appointments that have been long standing. 3. Another type problem is seen with the patient who becomes free of pain but requires further care to prevent a recurrence and calls to cancel an appointment in the erroneous belief that further treatment is not necessary. Case records are as important to the patient as they are to the practice. Each assistant should be well acquainted with their duties and responsibilities, your general office organization and routines, and how you expect patients to be serviced by personnel. The typical format of a daily record for outgoing correspondence is a three-ring binder to hold letter-size forms. Good policy is in the best interests of all patients. In addition, such factors as your public relations program, patient indoctrination system, scope of clinical services, accounting system, and collection system should be appraised. Staff activities should be arranged so that task responsibilities, and enough authority to carry them out, are delegated to specific individuals. 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. Duty Schedules and the Procedural Manual A wide assortment of topics is available for patient and prospective patient education, directed to both adults and children. This invites prompt payment. describe how the medical assistant should handle a patient who arrives without an appointment. Proper scheduling and planning help your practice and personal life (Fig. Proper telephone technique is expressed in voice quality, volume, pitch, pronunciation, rhythm, emphasis, and rapidity of speech. Preprinted cross-reference sheets are available at most office supply stores. There are two phases in the initial consultative process. Your entire staff should be cautious in keeping records out of sight of patients. He asked me to call, extend his apologies, and see if we can arrange another time for you on Tuesday or Thursday. The Indistinct Caller. Such a cold approach would be received by most patients as an indication of little concern for patients' best interests. SECURITY AND PRESERVATION CONSIDERATIONS This information will help the office to prepare for the patient prior to arrival. It either builds a patient's confidence, creates a greater respect, and develops a greater appreciation for you and what you represent, or it builds a patient's doubts, resistance, and lowers respect and appreciation for you and what you represent. Such materials should be dated upon arrival. Was the patient greeted with a warm and professional approach? Usually the best time to do this is at the end of the previous day or in the morning before the first patient arrives. Although your assistant should always give the impression that you are always readily available, she should not ask you to take the call immediately unless she feels it is absolutely necessary. Assistants should be taught that patients in severe pain should always take precedence over scheduled patients. An "Insurance" file can be subdivided to differentiate between "Office Policies" and your "Personal Policies. This takes discipline because life presents many distractions and invitations to procrastinate. That is where you come in. During the course of the report, you should inform the patient of all anticipated practices, procedures, and consequences so that you can receive the patient's informed consent prior to any therapy. Employee-patient relations *Check emails Upon employment, each assistant should be made aware of what is established in the way of practice policies and employee policies. * Memos This is Miss Andrews. When noted, your assistant should tactfully call this to their attention so that a correction can be made. Manage conflict between personal and professional responsibilities. When you return to the office, give them to an assistant for processing. Other information most important to technical assistants are the established clinical procedures and samples of pertinent forms. Ordering Supplies Be sure to talk to your attorney and check with the U.S. Department of Labor, your states department of labor and any contracting and regulatory bodies to determine the policy and procedure requirements applicable to your specific situation. Whenever you have recommended a future appointment but the patient fails to make arrangements, the reason should be noted in the patients' records. Case history procedures As some patients write checks with a minimum of funds in the bank, all checks received should be processed and deposited daily. This takes discipline because life presents many distractions and invitations to procrastinate. 3.4). To assure the facts before closing, all data submitted by the caller should be recapitulated before the conversation is ended. Some doctors prefer to prepare a handwritten draft from which an assistant types. Duty Schedules and the Procedural Manual It begins with the first contact, which is usually the initial telephone conversation for an appointment. * Write emails While a charge for a broken appointment is legal in most states, most doctors feel that the procedure is psychologically unsound except in rare cases. For frequently dialed outgoing calls, your assistant should have a list or rotary file of the numbers handy to her desk and kept updated. For example, a credit policy establishes whether cash-only payments will be accepted for services or if credit will be extended and under what circumstances and limits. First, the policy should explicitly state that it's not meant to limit employees' right to talk about wages, hours or working conditions; rather, it is aimed at gossip about non-work-related . If a clear vision of what the practice is and where it is headed is not at hand, it is impossible to plan or achieve a course of action. (2) main subject guides with center tabs that can be labeled; Individual U.S. states, industry regulators such as the Department of Health & Human Servicesmany of them cite the need for policies and procedures. Therefore, it is important to do everything possible to put the patient at ease, * Main communication for most practices While numbers may offer an illusion of modernity and conciseness, the system has several drawbacks. Lending library records Planning and time management are learned behavior patterns. Otherwise, it displays that the input is invalid. Thus, it is important that you give each patient a quick review of the progress made to date and the progress needed during each visit. Telephone transmission appears to be best when the mouthpiece is held about an inch directly in front of the lips. The points made within this section will help you train your assistants in professional telephone procedures. 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