1. SEMINAR 2 PERSONNEL MANAGEMENT & THE FRONT OFFICE

2. Human Resources DemographicsDiversity Qualifications and Skills

3. Employees’ Personalities RationalIntuitiveFeelerDoerPragmatistConservatorController

4. 3 Types of Medical Office Staff HoudiniRebel Jekyll and Hyde

5. Teamwork Increased office morale Easier cross training Increased Revenues Positive working environment Decreased staff turnover Increased productivity Increased quality of work Satisfied Patients

6. Power of the Grapevine Informed communication Give and take policies Performance reviews Trusted employees Formal responses

7. The five stages of an employee life cycle are: Stage 1 Recruitment Stage 2 Selection Stage 3 Training Stage 4 Direction Stage 5 Termination

8. 3 Basics of a Successful “Boss” 1. Hire the best qualified for the job. 2. Pay the person what she or he is worth. 3. Explain the expectations of the position.

9. When searching for a new employee, which of the following is not a lucrative resource? TV classified ad Use head hunter, internet, word of mouth, newspaper Showing favoritism to employees is a common error known as: Influence When communicating with patients, employees should never: Rush patients

10. EMPLOYEE HANDBOOK Each employee should receive their own copy Written in clear, concise language that sets the ground rules Should be given to the practice attorney to review for any issues

11. EMPLOYEE BENEFITS Benefits as a form of employee compensation Categories of Benefits Cafeteria Plans and Flexible Benefits Plans Fringe Benefits

12. SEXUAL HARASSMENT The Equal Employment Opportunity Commission (EEOC) Types of Sexual Harassment Verbal Verbal Nonverbal Nonverbal Physical Physical

13. QUESTIONS

14. THE FRONT OFFICE As a patient what are you looking for when you walk into a medical office? 1.Interpersonal skills 2.Communication 3.Patience

15. COMMUNICATION What are the levels? What are some tips? What are the good and bad communication guidelines?

16. COMMUNICATION Among special groups Telephone Impressions Handling Messages Appointment Scheduling

17. QUESTIONS