OFFICE MANAGEMENT

1. OFFICE MANAGEMENT COMMUNICATING WITH STAFF MEMBERS

2. The tone of the medical office is determined by the interpersonal skills demonstrated by the employees toward one another. • Patients are usually very sensitive to the degree of harmony that exists in medical office. • When personal problems exist among the staff members, these problems should be openly discussed so they can be resolved SETTING THE TONE

3. Liking a person is not a requirement for acceptance of this person as a working colleague. • Care must be taken to avoid constantly criticizing others. • Do not participate in office gossip • The success of MA is always dependent on how he/she responds to patients, staff, and the physicians SETTING THE TONE

5. Self- concept is composed of all the attitudes one has about him/herself. • Understanding oneself and feeling good about oneself is important • Confidence and self esteem can affect one’s success or lead to failure • Many of the perceptions we have about ourselves are based on the feedbacks we have received from others. • We must keep in mind that we can affect the way our co-workers, patients, friends feel about themselves. SELF CONCEPT

6. Cooperation is the ability to work with others effectively. • Cooperation is an expression of self-interest and unselfishness. • It demands that we adjust our own immediate pleasure to benefit the interests of others. COOPERATION

7. As a medical assistant you will be expected to cooperate in many ways. Here are some: • Keep your workplace neat and organized • Assume additional duties without complaining • Work overtime if needed • Offer your services even when you are not obligated to do so. • Share ideas and listen when others are trying to help you MA and COOPERATION

9. Take initiative to get the job done • Do not wait to be told what to do • Avoid being rigid about procedures • Try never to take advantage of co-worker • Thing before you speak • Never let your emotions take control over you • Don’t make hasty judgment about others • Share the sense of accomplishment from a job well done • Don’t expect others to do things “your way” BEING A TEAM MEMBER

10. Feedback is letting people know how we feel about them at a given moment • When a co-worked does something you like tell him/her. It will make both of you feel good • When a co-worked does something unacceptable tell him/her. This is call a negative feedback. FEEDBACK

11. Give it ASAP at a mutually agreeable time • Refer to situation, not to co-workers character • Keep it friendly and non threatening • Give it in an appropriate place in private • Deal only with facts and how the behavior affected you • Avoid appearing judgmental RULES FOR CONVEYING NEGATIVE FEEDBACK

12. Maintain your composure and not lash back or respond defensively to criticism. Take a breath. Don’t do or say anything. • Turn On Your Brain and Turn Off Your Emotions • Listen Carefully • Acknowledge Your Error • Take Corrective Action RULES FOR RECEIVENG NEGATIVE FEEDBACK

13. Medical office managers are required to oversee the day-to-day operations of a physician's office. In accomplishing this, the medical office manager performs a number of duties on a regular or daily basis. OFFICE MANAGER

14. Scheduling • Medical office managers are responsible for coordinating the schedules of all the doctors who work in the office. This may involve mailing reminders to patients for appointments and recording no-shows for appointments in a timely manner. • Financial • Medical office managers are often given financial duties, such as reconciling bank accounts, making deposits and paying bills. The medical office manager may also be required to review the financial status of the practice with the owner or the office's accountant. • Facilities • Medical office managers are typically responsible for overseeing the office facilities, arranging for after-hours cleaning workers, reporting any problems with the building and ensuring that supplies are replenished and re-ordered. • Billing • Medical office managers may be required to assist with submitting claims to health insurance companies, processing the responses of the companies and requesting payment from patients when necessary. • Supervision • Medical office managers are often the supervisors for any receptionists, medical billers, transcriptionists and medical assistants who work in a physician's office. They may be required to develop, train, discipline and assess them. OFFICE MANAGER

15. MANAGEMENT STYLES

16. This manager is a strong leader who dictates procedures, policies, and assignments, including directions for when and how the things should be done • The autocrat does not delegate tasks easily • The autocrat seldom welcomes initiative or creativity of staff members • If your manager fits this category make sure to follow directions and strictly adhere to the rules AUTOCRATIC

17. This manager encourages participation of staff members in management process • Exercises only a moderate degree of control • This manager will be quick to explain procedures and policies. • Staff members are encourage to make suggestions and take initiative DEMOCRATIC

18. Provides only general guidelines • Allows staff to work independently • Initiative and creativity are encouraged • Requires self-disciplined staff; otherwise people may not work together because there is a little direction LAISSEZ- FAIRE