CHIROPRACTIC CLINIC Author: Edward W. Petty Last modified by: Edward Petty Created Date: 4/18/2012 12:57:00 AM Company: Chiro-Health Management Services, …
OFFICE MANAGEMENT CHECKLIST &
The role of Office Manager (also Office Coordinator) is very part time, usually taken on by the most senior CA in the office. Under ideal circumstances, It should take no more that 2-5 hours extra per week, though at times it can take much more. The duties of the O.C. are those generally that fall outside of other departments, such as the Front Desk, or Billing
POSITION PURPOSE To help the Clinic Director and staff achieve the mission of our clinic by ensuring that all policies and procedures (systems) are excellently performed. • Ensuring that all policies, procedures and systems are properly followed. • Ensuring that practical future projects are planned, started, followed through, and are completed in a timely fashion. • Ensuring a smooth and efficient patient flow. • Creating an environment where patients feel competently cared for, and where staff can work together as a team. • Assisting the staff in helping the doctors provide quality services to patients.
• A happy, growing office that is smoothly running and following office procedures. • Very happy patients getting relieved of pain improving their health • Patients very happy with their service • Patients completing their treatment programs • Referring patients
• Percent of policies and procedures always in use • General office statistics, such as new patients, office visits, over the counter collections, etc. • Projects completed on time.
• Office Clinic Director
DUTIES, RESPONSIBILITIES AND PROCEDURES OF THE OFFICE MANAGER:
1. Knows the Role. Ensure that doctor is aware of office manager position and agrees to its duties as listed herein, and the necessary amount of time is allotted each week to perform the functions stated in this job description. She can forget and want to do it all herself, or think you are now the CEO and pass off “Everything Else” to you.
2. Know the Score. Know how the office is doing by knowing office performance statistics, such as Office Visits, New Patients, Collections, Etc.
3. Knows How Well The Team is Performing. In addition to knowing the statistics, a good OM has a pretty good idea at what level each department and each staff member is doing relative to the mission and duties of each department and each person’s job.
4. All Bases Covered. If a staff member is not at work, it is the office manager’s responsibility to see that this vacancy is filled, either by the OM or someone she delegates. Sometimes a staff member is at work but because of increased traffic, or an off day, the office manager may have to jump in and take over in the staff member’s place.
5. “The 5 Minute Briefing”. The Office Manager should meet with the doctor everyday for about 5 minutes and brief him/her on the clinic statistics and the process of current projects, get from him any concerns that he may have about the office so that she can look into them and report to him about them the next day.
6. Team Meetings. Makes sure they happen effectively. Meetings can be very useful: Staff/team meetings, morning case management meetings, monthly staff training and marketing meetings.
7. Job Descriptions. Ensure each team member has a written accessible job description, with well defined duties that are current.
8. Practice Playbook. The office manager has to ensure that there is a general office manual with and employee manual, dept. checklists and job descriptions. It should be keep current. And she should know it and refer to it. Staff and doctors can sometimes forget a successful procedure and try to come up with a new one. Remind them of what worked before and refer them to the checklist, manual, etc.
9. Team Training. Responsible for training. Team members should all receive regular training and periodic coaching on their duties. Ensure that team members receive monthly continuing education. New staff especially. Training should first reference duties on their job descriptions and materials in Practice Playbook. Training can come from OM, doctor, consultant, or prerecorded video, tele- class, books, etc.
10. Reviews. Conducts job reviews, in conjunction with Clinic Director.
11. Hiring and Termination. Hires or terminates staff in conjunction with the Clinic Director
12. Help Staff and Team Improve Job Performance. The office manager works with the doctors and staff to improve the office by reviewing of practice statistics each week with the doctor and team, and works on improving areas that need reinforcement or correction. It is a continuous process of improving either the systems themselves, or their application by the team.
13. Promotion and Marketing. Ensure that promotional actions are in place on a daily, weekly, and monthly basis. (Birthday cards, warm greetings, etc.), including all patient education procedures. This includes external marketing as well. Unless otherwise delegated, the Office Manager is also the Marketing Coordinator. That is, she ensures that all ongoing marketing activities are delegated, listed on a marketing checklist and or promotional calendar, and executed in a timely manner. If the office has a marketing coordinator, the office manager is still responsible for this person’s performance as it affects so many other areas of the office.
14. Goals. Works with the Clinic Director in setting expansion goals for the clinic, and in planning out projects and action steps to achieve them.
15. Work Load and Staff Schedules. Ensure that there is enough trained staff to provide excellent service and support. There can be too little staff, and sometimes too many. You may need to add hours, reduce hours, hire for fire staff. Only done in conjunction with doctor. Coordinate staff vacations and holidays as well.
16. Practice Statistics. Sees that daily, weekly, and monthly stats are compiled and reported.
17. Responsibility of Clinic. When aware that something needs to be done, or might need to be done for which you are not directly responsible, or not listed on this checklist, you should coordinates with the Doctor to help ensure that the situation is corrected. (EG. landscaping, supplies, equipment, anything out of the ordinary, etc.)
18. Special Projects. On occasion, help the clinic director with special projects, time permitting. Projects are a series of action steps with a completion date which are designed to implement a new or one-time procedure. These are sometimes of a promotional nature, such as "put on our annual food drive", but can also include such things as: "Hiring a new staff member", "Research and submit a purchase order for clinic shirts", or "Implement New Patient Education Procedures “.
Other Duties. The above 17 duties are standard for any office manager. However, there are additional duties and these should also be listed. Below are some for examples which can be deleted or changed and added to.
1. Works to keep all team members focused on and excited about the mission of the clinic.
2. Responsible for smooth patient flow and correction of any situation that is slowing down or stopping this flow.
3. Educate patients whenever possible and appropriate and ensure that all staff members are educating patients.
4. Sees that accurate balancing of all clinic transactions (patient accounts, statistic report sheets, etc.) is done.
5. Sees that the new patient and reactivated patient intake procedures are effectively and correctly done. (1st and 2nd day New Patient procedures).
6. Sees that the regular patient and maintenance patient procedures are effectively and correctly executed, such as re-exams, post reports, re-exams, re-reports, final post report and conversion to maintenance program.
7. Responsible for ensuring that each staff member understands and follows departmental duties, job descriptions and policies.
8. Ensures that good communication exists between all staff and Doctor(s).
9. Responsible for accurate petty cash, and that all money spent has a dated receipt and what was purchased.
10. Ensures that the clinic is neat and clean, and well equipped with supplies, from bathrooms to treatment rooms, and is well ventilated.
11. Ensures that all supplies are ordered and neatly put away.
12. Ensures that all staff are friendly and courteous.
13. Handles all staff questions and confusions, or office problems, by reference to clinic policies or procedures as appropriate.
14. Ensures all supplies are kept up today.