Posted on Mar 11, 2020 by Lori Boyer
Whether you work in a small, private practice,
or a large, multi-provider clinic, implementing a few simple strategies can
make your job much easier and help your office run more smoothly. Here are nine
steps for promoting professionalism, productivity, and teamwork:
1.
Set
a good example. Leading by
example is one of the best methods for building morale, curbing discipline
challenges, and keeping things moving. There are several things that go into
setting the example: dressing professionally, arriving on time and staying the
full shift, pitching in to help out (no job is "below" you), being
courteous to patients, and showing respect for those you work with. When you
set the pace, everyone will follow.
2.
Don’t
manage from inside your office. To really lead by example, consider creating a work
station that’s located near the front desk area. Reserve your private office
for one-on-one meetings and reviewing sensitive information. Good office
management requires interaction from both sides of the counter: patients and
staff. In order to know how things are working, you have to be there. You have
to interact with staff, greet patients, ask how things are. If you’re locked
inside an office, you can’t observe or interact with others to gather that
information.
3.
Cross
train yourself and other staff so that patients never hear, “That’s not my job.” In a
busy office, everyone has a specific job to do. But when things get crazy, or
someone calls in sick, that cross-training can save stress, keep patients
happy, and make sure that your office procedures are followed without issue.
Not everyone will be completely proficient at every job, but covering the
basics (computer programs, check-in/check-out procedures, etc.) will ensure
reduced frustration for everyone.
4.
Automate
appointment reminders to relieve the
burdens and responsibilities of your staff. Appointment reminders not
only reduce the workload of staff but have been shown to reduce no-shows by
about 80%—meaning your schedule stays full and your revenue doesn’t suffer.
Automating appointment reminders will also boost patient satisfaction and
loyalty by providing them with regular communication that can be customized to
fit each patient’s specific needs and schedule.
5.
Offer
online self-scheduling.
Not only will this be one of the smartest moves you make, but you will wonder
how you ever managed without it. You may reflect often on the days you
struggled to get everything done because of how time consuming it was to answer
and make calls to patients to schedule their appointments. Experts estimate
that it takes just over 8 minutes to schedule an appointment. That
time could be better spent actually getting to know the
patients that are in your office. Not to mention— 77% of patients say
they would prefer to be able to self-schedule online.
6.
Remember
common courtesy. Answer calls
promptly, return messages in a timely fashion, and answer emails without
letting them pile up. And don’t ask your staff to screen your calls. You’re not
fooling your caller, and you’re creating extra work for your staff. Being
direct and professional is far better than avoiding and creating a more
difficult situation.
7.
Consider
digitizing your intake process. Paperwork is one of the biggest time-drains in any industry.
There are some great online intake processes available today that can eliminate
these paper-fueled headaches. When you use customizable, digital patient intake forms, it
makes life easy and convenient for you and your patients. Let patients
complete the intake process at their convenience. Then, automatically upload
the information and write back to your practice management system. It makes life
easier for everyone.
8.
Foster
good communication and relations
with your staff by keeping the lines of communication open. Address
issues before they become problems (such as chronic tardiness,
gossiping, or inappropriate behaviors). Address concerns privately and then
keep them private. Gossip is a giant dagger in the heart of an office, so don’t
allow it to start. Address personality issues privately and diplomatically to
avoid the hint of favoritism that causes staff members to have to pick sides.
9.
Assist
in marketing your clinic. Put
someone in charge of online reputation management and
running and monitoring social media engagement. This process can be made easier
through technology. Address negative comments quickly, and look for
opportunities to promote the positive aspects of your office. Find ways to
encourage online reviews. By helping
with the marketing of your office, you’re creating job security for you, your
staff, and your docs.
These nine simple steps will transform your
practice as you create an environment that is efficient, professional, and more
productive. In addition, putting these tips into practice will ensure an
atmosphere that both patients and staff will appreciate and will likely
improve patient retention and
acquisition. Satisfied patients stay put and spread the word!
Want to know even more? You may want to check
out this calculator that
will show you where you may have hidden inefficiencies.
Or you can read our free guide that details a
ton of additional ways to boost efficiency in your healthcare practice.
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