Chapter 11 OFFICE MANAGEMENT

Office Management Learning Objectives List three qualifications for office management. List four office management tasks. Describe two guidelines for making travel arrangements. Explain the preparations to be made in arranging for a meeting. List four topics to be covered in a patient information brochure. Explain the importance of a policies and procedures manual. Chapter 11

Key Terms Agenda Itinerary Management qualifications Meeting minutes Outside services file Patient education materials Patient information brochure Policies and procedures manual Reprints Travel agent Chapter 11

Management Qualifications Skills, abilities, and responsibilities of the administrative medical assistant Helping with editorial projects Making travel and meeting arrangements Working with patient instruction handouts Creating and maintaining office policies and procedures manuals Chapter 11

Role of the Office Manager Being a team player Increasing productivity Planning strategically Using problem-solving skills Using available resources Using good leadership skills Chapter 11

Research Projects Resources Medical journals Reprints Computerized databases in libraries Compact discs On-line databases; e-mail bulletin boards MEDLINE software Medical journals Published by medical societies such as AMA Reprints Distributed to those interested in the topic Chapter 11

Travel Preferences Travel agent Allow enough time to ensure the physician’s preferences will be honored Travel agent Use a skilled travel agent at a reputable agency or Web site Travel agents do not charge for their services Chapter 11

Reservations E-tickets Itinerary Printed confirmation of reservation and purchase Needed to obtain boarding pass Itinerary Daily schedule of events, flight times, flight numbers, hotel and car arrangements, necessary addresses and phone numbers Distribute itinerary as needed Maintain reference copy in the office Chapter 11

Changing Travel Plans Most airline tickets are nonrefundable Hotel reservations Request confirmation of a cancellation Cancel as soon as possible to avoid financial penalties Chapter 11

In the Physician’s Absence Plan for handling Phone calls Correspondence Appointments Reschedule patients already scheduled Substitute physician Daily summary of calls, incidents, patient inquiries in physician’s absence Chapter 11

Meetings Most physicians belong to organizations such as the AMA National, state, and local levels Yearly and monthly meetings Block out regular meeting times in appointment book Remind physician of meeting Chapter 11

Meeting Preparations Identify date and time of meeting Locate meeting place Expected attendance Refreshments or meals Media support Confirm speaker Create and distribute agenda Send invitations Name and address database Chapter 11

Meeting Details Last-minute items Confirm refreshments or meals Inspect meeting location for appropriate set-up Confirm media support Supply copies of agenda for each attendee Chapter 11

Meeting Minutes Recording minutes Official record of proceedings of meeting Recording secretary Kept in official book of minutes Formal or informal format Name of organization Date of meeting Purpose of meeting Name of presiding officer Names of attendees and absentees Order of business Motions made and approved or rejected Summaries of discussions Chapter 11

Patient Information Brochure Contains vital information the patient needs to know about the practice Physicians’ names, specialties, and qualifications Description of services offered Names and phone numbers of practice staff Policies and procedures regarding fees and payments Instructions for scheduling appointments Chapter 11

Educational Materials Means of educating patients in their own health care May include Instructions for testing or procedures Preventative actions and safety tips List of resources available Chapter 11

Employee Handbook Policies and procedures manual Provides employees with information about the work environment Must be kept current and complete Keeps office running smoothly Used to train new staff Printed or electronic format Chapter 11

Employee Handbook (cont’d) Usually contains Office personnel directory Job descriptions Procedures Chapter 11

Employee Handbook (cont’d) Procedures may include instructions on Patient care Billing and collections Processing insurance forms Forms and supplies Equipment Inventory and ordering procedures Employee hiring policies Daily routine Filing Transferring patients’ records Scheduling appointments Orientation for new patients Telephone procedures Chapter 11

Employee Handbook (cont’d) Procedures (cont’d) Employee evaluation policies Employee benefits policies Office dress code Meeting schedule Maintenance, safety, and office security Outside services file Names, addresses, and phone numbers used in referring patients for services Chapter 11

Office Records Employee files Physician’s personal files Confidential Information regarding licenses Insurance identification numbers and social security information Affiliations and continuing education requirements License and membership renewal dates Chapter 11

Resources Office manager can utilize Policies and procedures manual Managing daily routine Managing employees Internet research Standard printed references Chapter 11

Quiz The agenda is the daily schedule of events for a traveler. (T/F) False, this is an itinerary. The office manager should make the physician’s travel arrangements. (T/F) False, a professional travel agent should be used. The physician maintains his/her personal records file. (T/F) False, the office manager maintains this file. Chapter 11

Critical Thinking Why is the policy and procedures manual such an important document? The manual is the basis for a smoothly running office. It provides specific guidelines for handling daily tasks as well as personnel issues. It is useful in training new employees. It details the steps in dealing with patients from initial visit to collections. Chapter 11

Critical Thinking What are the critical qualifications of the office manager? Being a team player who helps generously, contributes to a pleasant atmosphere, and relates well to others; planning strategically for the daily operation and beyond; and increasing productivity by completing tasks more efficiently, thereby increasing output. Chapter 11