Medical Practice Management Marketing & Customer Service

Young, A. (2007). Kinn’s the administrative medical assistant: An applied learning approach (6th ed.). St. Louis, MO: Saunders Elsevier

Office Manager Qualities

• Everyone please name one quality of a good office manager

Office Manager Qualities

• Fair/good judgment• Good organizer• Open minded to learning/ constructive criticism• Leader who knows each employees skills/abilities• Flexible• Caring nature• Maintains calm in stressful situations• Effective communication/listening skills• Open door policy with employees

Office Manager Qualities

Office managers have power, influence, authority, and responsibility. A good office manager balances the use of power and influence, accepts responsibility when given authority, and insists on having authority when given responsibility.

Power

• Coercive• Expert• Legitimate• Referent

What is a mentor?

Leadership Styles

• Charismatic• Transactional• Transformational

Management Styles

• Democratic• Autocratic• Laissez-faire

What does micromanage mean?

Office Manager Duties

• Everyone please list one duty of an office manager.

Office Manager Duties

• Keeps office environment positive & motivates others

• Creates & updates policy & procedure manuals • Writes job descriptions• New employee recruitment and orientation• Organizes ongoing office training• Conducts performance & salary reviews• Terminates employees• Organizes and conducts staff meetings

Office Manager Duties

• Sets work flow guidelines & maintains efficiency• Keeps office in compliance with all federal/state laws• Purchases and maintains equipment• Oversees patient education• Assists physician with time management• Develops marketing plans for office• Maintains good patient relations

Teamwork

• What are some things an office manager can do to keep the office members working as an effective team? Everyone please answer.

Teamwork

• Motivate and keep morale high • Offer incentives • Avoids favoritism• Keeps a professional relationship• Recognizing burnout in employees• What else?• Keep employees in the loop with frequent staff

meetings

Performance Evaluations

• When are performance evaluations completed?

Performance Evaluations

• After probationary period • Semi-annually for salary reviews• When a problem arises

Marketing

• Marketing Strategy1. Evaluate/assess current plan2. Set objectives/goals3. Create a new plan

Marketing

Everyone, please name a target market in healthcare.

Marketing Four P’s

1.Product 2.Placement3.Price4.Promotion

Advertising versus Public Relations

• What is advertising?

• What is PR?

Advertising versus Public Relations

• Advertising – paying money to change attitudes, beliefs, and/or perceptions

• PR – free • Examples for a medical office?

Patients as Customers

• Always use the patient's name if you know it. • Always be courteous. • Identify with the patient. Show empathy and concern. • Explain things as thoroughly as you can. • Always smile, even when it is difficult. • Keep your personal problems to yourself while at work.• It is also important to seek feedback from patients about

the quality of the experience. Patient satisfaction surveys can be useful tools for doing this.

Exam 3Exam 3 is due by midnight Saturday of Unit 10

•See the Study Guide in the Unit 10 folder of Doc Sharing•Chapters15, 16, 21 (pages 414-421), 22, 23, 24, & 25 •There are 47 questions – 31 multiple choice and 16 true/false. •60 Minutes to complete the exam•You can only enter the exam one time

There are three parts to this project. Parts 2 and 3 are due in Unit 9. Please download and follow Final Project rubric.

• Part 2: Due in Unit 9• Bookkeeping Essay – 35 points

• Part 3: Due in Unit 9• PowerPoint Slides – 40 points

See the rubric and follow the rubric!

Final Project

Final Project – Bookkeeping Essay

All the information needed to complete this essay can be found in your text:

• Peg Board System – Chapter 21• Single Entry System – Chapter 23• Double Entry System – Chapter 23

Final Project – PowerPoint

This presentation:

• Must contain a title slide with your name listed.

• Must have five more slides (total six slides)• Is directed to the doctor. You are convincing

the doctor to have a Web site.• Should include reference citations

See Chapter 25 in your text for more information.

Class Evaluation

• What did you like best about this class?

• What did you like least about this class?

The End

Thank you all for being a great class! I wish you the very best in your future courses here at Kaplan and in your future careers.