1. ROCKSTAR Medical Office Staff ROCKSTAR MEDICAL OFFICE STAFF

2. ROCKSTAR Medical Office Staff Challenges:  Healthcare is a difficult environment  Demanding, needy patients

3. ROCKSTAR Medical Office Staff Challenges:  Demanding, needy doctors  Patients who are sick, scared and overwhelmed

4. ROCKSTAR Medical Office Staff Do you want your office to be a comfortable place?

5. Do you want your patients to leave feeling better than when they came in? ROCKSTAR Medical Office Staff

6. Traffic cops - Front and Back working together - communication is key ROCKSTAR Medical Office Staff

7. Develop a culture of customer service and excellence ROCKSTAR Medical Office Staff

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9. R R - Respect

10. BRAINSTORM “R”

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12. O - Outstanding

13. BRAINSTORM “O”

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15. C C - Courtesy

16. BRAINSTORM “C”

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18. K- Knowledge

19. BRAINSTORM “K”

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21. S- S- Superior Experience

22. BRAINSTORM “S”

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24. T- Teamwork

25. BRAINSTORM “T”

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27. A- Attitude

28. BRAINSTORM “A”

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30. R - Responsiveness

31. BRAINSTORM “R”

32. ROLE PLAY 1. Front Desk

33. 2. Medical Assistant

34. 3. Front Desk vs. Clinical

35. Overview 5 Major Points of Contact 1.Front Desk sets the tone for the visit. 2. Medical Assistant is in charge of “patient flow” (Coach and Coordinator).

36. Overview 5 Major Points of Contact 3.Doctor must communicate directly and efficiently without making the patient feel rushed. 4.Checkout is time sensitive and needs to be efficient.

37. Overview 5 Major Points of Contact 5. Billing department must be accurate and decisive handling the insurance and payment issues with the patient.

38. ROCKSTAR Who wants to be a Healthcare ROCKSTAR?