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AOA NOW: May 12, 2017
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May 12, 2017

NEWS & ASSOCIATION UPDATES
Register Today for AOA-35 in Las Vegas
Registration for the AOA-35 Annual Educational Conference opened last week - are you registered yet? Join more than 300 of your otolaryngology practice management colleagues for three days of education, plus a bonus day of leadership development Boot Camp workshops. Don't miss the only annual educational conference focusing on the unique specialty of otolaryngology practice management! Register for AOA-35 today.

 

AOA-35 ANNUAL EDUCATIONAL CONFERENCE

Full Conference Schedule Available on the AOA-35 App Webpage
Check out the conference schedule today on the AOA-35 mobile app webpage! This interactive page features speaker information, the full conference schedule, exhibitor information and more. Closer to the conference, attendees will be invited to download the complete mobile app that will include pertinent conference information. Visit the webpage to check out the schedule!

 

MANAGER'S MINUTE

Can I Ask An Employee About a Medical Condition?
If you notice strange behavior, performance issues, fatigue, irritability, etc. - even subtle changes - you might want to privately ask your employee if something is going on that you should know about.But you may feel constrained, believing you can’t legally inquire. Failing performance is not something you can ignore just because you have a fear that it might be a disability that you’ll have to accommodate.

Under the Americans with Disabilities Act (ADA), an employer may inquire about whether a medical condition exists that is affecting his or her ability to perform the essential functions of his or her job. You may also inquire about medical problems if you have received reliable information from a third party such as a family member. Try these words: “Is there anything that I should know about that might be affecting your performance? Recently, I’ve noticed X…” Mention performance specifics. If the employee mentions a disability, even if she or he doesn’t use that word, you are required to take proper steps and make accommodations if needed. Document everything.

Two important comments: You can NOT tell other employees that an employee is being given an accommodation, as this will inform them that the employee has a disability. (The employee can tell; you can NOT.) And, as an employer, you are not required to accommodate every disability. If the condition puts the safety, health or performance of the employee at risk or if the condition’s accommodation “creates undue hardship on the employer,” you have options. Seek legal advice before taking action that affects that employee’s work status.

 

BEST OF THE BOARD
Facebook and Patient Reviews
Social media is everywhere these days, and soon enough it's going to affect how we get paid. Learn how practices are handling patients reviews on Facebook. Contribute your thoughtsand check out more great topics - or add your own! - on the AOA Discussion Forums.

Q: Do you allow patients to post reviews on your facebook page? I have heard that you should and show that you respond quickly to complaints but now I have two bad reviews on our page and I just kinda don't want to deal with it. LOL....opinions please.

A: We have reputation management help from Simple Interact (SI). When patients have a visit here, about two hours later they get a text or email with a short survey about their visit. Links are provided to the top review sites and our Facebook page. We've been advised to block the Facebook page so people can't post there and just use it ourselves but allow patients to post elsewhere. The cool thing with SI is that anytime a patient posts a review of three stars or less, I get a text message about it. I'd say NO to Facebook.

A: We do allow reviews on our Facebook page. Most are good, but we do get an occasional bad one - I especially don't like it when they mention an employee's name! We respond with something generic, inviting them to contact the office, etc. One mom was really bashing one of our assistants who had gone above and beyond to help her and her very sick child. After I brought it to the doctor's attention, he called her out on it at the end of the next visit. She wanted to crawl under the exam chair she was so embarrassed. I am sure he would have dismissed her if it kept up. We are looking into a new appointment reminder system that will offer the patient review piece like Pam mentioned. We may consider blocking Facebook posts depending on how that shakes out.

 

AOA RESOURCES
Watch Your Career Bloom with COPM

This spring, grow your career and watch it flourish by obtaining your Certification in Otolaryngology Practice Management (COPM) or Certification in Otolaryngology Practice Management - Corporate (COPM-C). Commit to otolaryngology practice management excellence by taking the COPM/COPM-C exam this year. Earning your COPM proves commitment to lifelong learning and verifies your knowledge of running a successful practice. Check out this complimentary webinar recording from the AOA COPM Advisory Board and learn more on the AOA COPM/COPM-C webpage.

 

UPCOMING WEBINARS
Educate yourself and your office with AOA webinars. Learn about several upcoming titles below. Visit the AOA Webinars page to register. Secure your education for 2017 with the 2017 AOA webinar subscription for the low member rate of just $349.

May 24 @ 1 p.m. Eastern |
"Patient Satisfaction Surveys: Transform Your Data and Patient Experience" presented by Thomas P. Jeffrey, MPHCOMPLIMENTARY WEBINAR!!!

May 31 @ 1 p.m. Eastern | "Reg-ent Registry - What's In It For You?" presented by Cathlin Bowman, MBACOMPLIMENTARY WEBINAR!!!

Association of Otolaryngology Administrators
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AOA Office

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Phone: 412-243-5156
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