Unit 6 Managing the Office. Chapter 17 Office Managerial Responsibilities.

Unit 6

Managing the Office

Chapter 17

Office Managerial Responsibilities

Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-3

Learning Objectives

Discuss reasons for staff meetings Describe ways of increasing office

productivity Set up and supervise a file to track

maintenance of office machines and equipment

Understand laws to treat and dispose of office waste


Learning Objectives

Understand the reasons for using credit cards for office purchases

Employ the services of a travel agent and verify travel arrangements

Locate travel help sites on the Internet


Performance Objectives

Prepare a staff meeting agenda Set up a staff meeting Compile and maintain an employee

handbook Develop and maintain an office policies

and procedures manual Prepare an order form to obtain office or

medical supplies



Pay an invoice Establish and maintain inventory Perform tasks to prepare for and conclude

a business trip Assemble travel expenses into a report



Abstract data from a catalog and key an order form

Complete an order form for office supplies Perform basic office mathematics Prepare a travel expense report


Heart of the Health Care Professional

Service The office manager (OM) can set the

scene of service within the medical office by exemplifying a responsible and caring attitude.

Demonstrate initiative to render prompt service and quality care.


Office Manager

Oversee the adm/clinical staff Act as a liaison between staff and MD Chain of command (staff-OM-MD) Needs to foster team spirit Firm but flexible Open door policy


Office Manager

Duties include: hiring/firing staff Delegate duties: office maintenance,

ordering supplies Financial papers, payroll Pt edc of office policies Remain abreast to current trends Travel arrangements Etc…


Office Manager

Increase office productivity• Improve efficiency• Increase income for the physician• To accomplish may include:

– Promote specialization– Employ part time help– “Job sharing” to decrease over head– Continuing education– Current reference material


Office Manager

– Initiate flex time– Cross train– Promote in-house expertise– Newer equipment– Notebook of hints – Pay back unused sick time/ bonus– Minimize distractions


Office Manager

Staff meetings- establish good communication among staff• Agenda

– Distribute prior to meeting– Specific but open ended

• Minutes– Content to include (pg 461)


Office Guidebooks

Employee handbook (personnel manual) Include:

• Job description• Sick/ vacation time• Family and Medical Leave Act

– Dev 1993 effects employers with 50 or more employees

• Americans with Disabilities Act– Dev in 1990 effects employers with 15 or more employees


Office Guidebooks

Office policies and procedures manual- describes office routines and practices; how to perform a tasks


Office Security

Encourage staff members to keep valuables locked in drawers or cabinets.

Minimize the number of prescription pads to one per doctor; lock remaining pads in a desk drawer.

Never leave the reception room unattended; close all blinds and curtains tightly at the end of the day.

Lock filing cabinets, cash boxes, and cupboards containing controlled substances.


Office Security Install burglar alarms with digital coding that may

be changed periodically. Keep careful records of keys that have been

distributed, make sure employees leaving the practice return all keys.

Ensure inside and outside doors lock with separate keys

Make certain unattended doors cannot be opened during the day

Lock office doors/ secure windows even if the physician is on the premises if you are the last staff leaving


Office Security

Install cylinder guards on locks and dead bolts with at least an inch throw; hang doors on inside hinges

Use mercury/ metallic vapor lamps which are unbreakable

Install burglar-resistant glass. Advertise security measures Notify the answering service when the office is

closed. Keep shrubbery no higher that 3 feet


Office Security

Install system that can be activated Suggest staff members leave the office together

after dark. Be alert for loiterers Disconnect computer modems at end of each

day Mark all equipment with identifying marks;

record serial numbers and take pictures of items to store in a safe.

Contact local police for other suggestions


Office Supplies and Equipment

Reduce supply expenses• Establish baseline• Set budget• Comparison shop• Buy selected items in bulk• Take advantage of special discounts• Maintain friendly attitude with vendors• Track inventory


Office Supplies and Equipment

Order supplies- consider quality, price, and service when choosing a vendor• Purchase orders (pg 468)

– Once accepted becomes legally binding purcahse contract

– b/u (backorder)– Packing slips

Pay invoices


Invoice


Inventory Control of Office Supplies

To maintain a good inventory control system the following information needs to be available:• Office supply catalogs• Up to date list of supplies• Number of items on the shelf• Reorder point• Time need to restock item


Inventory Control of Office Supplies

Computerized systems Manual system

• Types of systems used in inventory control:– Check against reorder point with each use– Card system

Storing office supplies (pg 473) Equipment maintenance

• Surge protectors• Service file folder


Business Travel

Travel arrangements• Make sure applications for seminar are complete• Make reservations promptly• Establish a travel folder with MD preferences• Develop itinerary• Note confirmation numbers, clerk, date, and time• Times in local time• Cancellation charges

Travel agent• Consider agent if multiple stops planned• Make sure agent is aware of preferences


Business Travel

Airline travel reservations• Airline luggage• Check tickets if mailed

Hotel and motel accommodations• If late arrival planned make sure hotel is aware• Check for special rates for conferences• Electronic services (internet, fax, etc.) available• Cancellation


Business Travel

Car arrangements- prefer shuttle or car rental services Foreign travel

• May need a passport• Forms available at post office• May request larger book (24 vs 48pgs) • Visa required for certain areas- usually local consulate has

approved for ind to travel to area• Inoculations

Travel help on the Internet Finalizing travel details Medical meeting expenses as tax deductions (pg 483)


Employer Responsibilities

Recruitment and hiring• List job availability in local paper, employment

agency, and local colleges• Applicant screening

– Review applications and resumes

• Personal interview– Avoid questions prohibited by the Equal Opportunity Act ’72– Use open ended questions– “first impression”– Ask for references– Explain office polices– Let applicant ask questions



Orientation and training• Introduce to staff• Provide office tour• Copy of policies and procedures• Copy of handbook• Meet weekly during probationary period• Work with employee supervisor• Set date/time for probationary completions review• Employee who does poorly during probation should

be let go



Evaluations of performance and salary review• Eval should be signed by employee and supervisor

Termination of employees• Terminating employee role of OM if OM performs the

hiring• Make sure employee aware of deficiencies on

previous reviews• Termination discussion should be done at the end of

the day• If asked questions by would be future employer

regarding employee terminated only answer would not rehire


Stop and Think

Calculate Prices for an Order Form You are preparing to order the following

items from a supply company:• 10 reams of paper @ $2.79/ream• 3 six-inch desk rulers @ .69 each• 5 packages of transparent tape @ $5.85/pkg.• 10 glue sticks @ $1.89 each


Stop and Think

• Calculate the amount for each item.• Add the appropriate sales tax for your state.• Add a shipping charge of $5.88.

Unit 6 Managing the Office. Chapter 17 Office Managerial Responsibilities.

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Transcript of Unit 6 Managing the Office. Chapter 17 Office Managerial Responsibilities.