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Management of the Medical Office
Chapter 10 Management of the Medical Office Chapter 10: Management of the Medical Office Comprehensive Medical Assisting, 3rd Ed Unit Two: Fundamentals of Administrative Medical Assisting
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Overview This presentation will discuss:
Organizational Structure of the Medical Office Traits of the Medical Office Manager Responsibilities of the Medical Manager Risk Management Quality Improvement Programs This presentation will discuss: The organizational structure of the medical office, traits of the medical office manager, responsibilities of the medical manager, risk management, and quality improvement programs.
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Organizational Structure
The organizational structure of a medical office is as follows: Physician and/or partners in the practice Physician’s Assistant Practice Administrator Nurse Practitioner Clinical Supervisor Office Manager The organizational structure of a medical office is as follows: The three people who report directly to the physican and/or the partners in the practice are the physician’s assistant, the nurse practitioner, and the practice administrator. The two people who report to the practice administator are the clinical supervisor and the office manager. The clinical supervisor oversees the certified medical assistant, the registered medical assistant, and the licensed practical nurse. The office manager oversees all administrative personnel. Certified Medical Assistant Registered Medical Assistant Licensed Practical Nurse All Administrative Personnel
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Traits of the Medical Office Manager
A continuous learner A resource Able to see the big picture Well-organized Must be multi-skilled and multi-talented Supportive of management Flexible A medical office manager must be multi-skilled and mult-talented. Other traits include: Flexible A good communicator A good role model A resource Supportive of management Well-organized Able to focus Able to resolve conflicts Able to see the big picture A continuous learner Able to resolve conflicts A good role model A good communicator Able to focus
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Responsibilities of the Medical Manager
Communication Staffing Issues Policy and Procedural Manuals Developing Promotional Materials Financial Concerns Office Maintenance The responsibilities of the medical manager are: - Communication - Staffing Issues Policy and Procedural Manuals Developing Promotional Materials Financial Concerns Office Maintenance Management of Inventory and Supplies Service Contracts Education Management of Inventory and Supplies Service Contracts Education
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Responsibilities of the Medical Manager
Communication with… Patients Staff Staff meetings Bulletin boards Communication notebooks Resolve problems and alleviate negative feelings The Medical Manager must be able to communicate well with: Patients to resolve problems and alleviate negative feelings. Staff by holding staff meetings, using bulletins to post information, implementing communication notebooks, and communicating via . When it comes to staffing, the Medical Manager is involved in: - Writing job descriptions - Hiring and interviewing employees - Taking disciplinary action - Terminating employees - Scheduling. Staffing Issues Writing job descriptions Hiring and interviewing employees Taking disciplinary action Terminating employees Scheduling
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and Procedural Manuals
Responsibilities of the Medical Manager Policy and Procedural Manuals ensure… Consistency Legality Professionalism Mission statement A philosophical look Organizational chart and HR policies Define staff responsibilities, benefits, and rules Quality improvement and risk management procedures Define how problems are handled and avoided Clinical and administrative procedures Define the facility’s everyday practices Infection control May be broken out as a distinct manual Policy and procedural manuals esure consistency, legality, and professionalism. Different types of policies and procedural manuals address certain topics: A mission statement that provides a philosophical look at how the medical office is run; An organizational chart and HR policies that define staff responsibilities, benefits and rules; Quality improvement and risk management procedures that define how problems are to be handled and avoided; Clinical and administrative procedures that define the facility’s everday practices; Infection control may be broken out as a distinct manual. Types of Policies and Procedural Manuals
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Responsibilities of the Medical Manager
Developing Promotional Materials Educational materials for patients Practice brochures and newsletters Holiday and birthday cards to patients Yellow pages listings and direct mail ads Business cards and stationery PATIENT Developing promotional materials can include: Providing educational materials for patients, Creating practice brochures and newsletters, Sending holiday and birthday cards to patients, Creating yellow pages listings and direct mail ads, Ordering business cards and stationery. FAQ
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Monitor performance and cost effectiveness
Responsibilities of the Medical Manager Financial Concerns Management of Inventory and Supplies Payroll Draft and monitor budgets to promote planning, cost consciousness, communication, and financial effectiveness Operating budget Capital budget Decide who monitors and orders clinical and administrative supplies Establish a tickler file to ensure timely delivery Establish policies to coordinate intake and accounting The medical manager handles financial concerns such as: Payroll Drafting and monitoring budgets to promote planning, cost consciousness, communication, and financial effectiveness. Budgets include an operating budget and a capital budget. Management of inventory and supplies includes: Deciding who monitors and orders clinical and administrative supplies, Establishing a tickler file to ensure timely delivery, and Establishing policies to coordinate intake and accounting. The medical manager must also maintain the office for cleanliness, safety, efficiency, organization, and attractiveness to the staff and patients. Service contracts must be negotiated while monitoring performance and evaluating cost effectiveness. Office Maintenance Service Contracts For cleanliness, safety, efficiency, organization, and attractiveness to the staff and patients Monitor performance and cost effectiveness
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Provide staff policies and resources
Responsibilities of the Medical Manager Education of… Staff Patients Manager POLICY The medical manager must ensure the education of: STAFF to Maintain credentials, Ensure competence and compliance, and Increase staff productivity and pride. PATIENTS to provide staff policies and resources. Lastly, MANAGERS, must maintain and enhance their sklls and stay abreast of change. Maintain credentials Ensure competence and compliance Increase staff productivity and pride Maintain and enhance your skills Stay abreast of change Provide staff policies and resources
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Risk Management Identify problems before they cause injury to: Patients Staff Visitors Minimize or completely eliminate: Environmental dangers Inadequate precautions Human error When it comes to risk management, the medical manager must: Identify problems before they cause injury to patients, staff, or visitors; Minimize or completely eliminate environmental dangers, inadequate precautions, or human error; Obtain liability insurance to protect against financial loss from professional malpractice or general business negligence. Liability insurance protects the practice against financial loss from: Professional malpractice General business negligence
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Document untoward events.
Risk Management Document untoward events. Complete a report for any instance of: (within 24 hours if possible) Accident Error Near-miss File the report in an incident file. Not in the patient’s chart. INCIDENT FILE Trend reports regularly to discover patterns of incidents and problems REPORT Document any untoward events. Step 1) Complete a report for any instance of accident, error, or near-miss. Try to do this within 24 hours of the instance. Step 2) Include all pertinent facts. Leave no blanks, instead, enter “N/A” for “Not Appliable.” Step 3) File the report in an incident file and NOT in the patient’s chart. Trend reports regularly to discover patterns of incidents and problems. Include all pertinent facts. Leave no blanks. Enter “N/A.” PATIENT’S CHART
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Quality Improvement Programs
Regulatory Agencies OSHA Occupational Safety & Health Administration JCAHO Joint Commission on Accreditation of Healthcare Organizations Sets standards of practice and accredits compliant organizations Compliance is voluntary Issues rules to protect staff Compliance is mandatory Certain agencies have been established to help regulate Quality Improvement Programs. OSHA issues rules to protect staff. Compliance is mandatory. The JCAHO sets standards of practice and accredits compliant organizations. Compliance is voluntary. CMS monitors CLIA and HIPAA compliance. Compliance is mandatory. The state health departments oversee state licensing requirements. Compliance is mandatory. CMS Centers for Medicare & Medicaid Services State Health Departments Monitors CLIA and HIPAA compliance Compliance is mandatory Oversee state licensing requirements Compliance is mandatory
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Quality Improvement Programs
Developing a Quality Improvement Program Identify the problem or potential problem. Establish a monitoring plan including source, frequency, and agent. Obtain feedback. Form a task force. Implement the best solutions. Here are the steps to developing a quality improvement program: Identify the problem or potential problem. Form a task force. Assign an “expected threshold” or realistic goal. Explore the problem and possible solutions. Implement the best solutions. Establish a monitoring plan including source, frequency, and agent. Lastly, obtain feedback to measure how effective the solution was. Assign an “expected threshold” (realistic goal). Explore the problem and possible solutions.
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Quality Improvement Programs
Putting It All Together: A Case Review BEFORE The task force identifies these problems and solutions: PROBLEM SOLUTION Place more labels and pre-print for expected needs Too few labels AFTER Let’s consider this case. The graph shows that from January to April, office traffic is most heavy on Mondays and Fridays. The task force identifies three problems and a solution for each: Problem #1: There are too few labels. Solution: Place more labels and pre-print for expected needs. Problem #2: There is high volume on Monday and Friday afternoons. Solution: Shift the assistants’ hours for more coverage at those times. Problem #3: Lack of knowledge amongst staff. Solution: Bring in a lab rep for a staff in-service. This next graph shows that upon implementing the solutions, office traffic has calmed down by July. Shift the assistants’ hours for more coverage at peak times High volume Monday and Friday pm Bring in a lab rep for a staff in-service Lack of knowledge
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