Every week we'll have a new Manager’s Minute - quick one-minute tips to help with managing your practice submitted by the AOA Practice Management Committee. Topics can cover just about anything that might be useful in your day-to-day operations, from HR and accounting to incentive programs and tech tips to speed you through your day. Current Manager’s Minutes can be found on our AOA website home page, and old minutes will be archived here so you can search past tips.
03/24/2017: a winning offer of employment
When you make an offer to a new employee at any level, you do yourself a huge disservice if all you talk about is the pay. A position with your company is much more than just what goes into the bank account at the end of the day – it’s also about benefits, perks and job satisfaction. And it’s about career progression, if that is available in your company. When talking with a potential employee, address the "total offer package," not the hourly rate or salary. Include vacation/PTO, health benefits and other insurance specifically mentioning company contributions, your 401K program and how much your company contributes, education support and training, ability to be considered for any internal job openings, and progression through supervisory roles. Also make sure to mention company events such as Casual or Jean Days, charity support/donations, annual company picnic or Christmas party. And what you do for employee birthdays or anniversaries. Remember, you are trying to convince this terrific individual to accept a position with your company so you pull out everything you can so they choose YOU. Your company is more than just a paycheck; it’s where they’ll spend more of their time than what they do at home with their family…they have to want to be there too.
03/17/2017: documenting employee performance issues or incidents
Properly documenting employee performance issues will save time, energy and money in the long run if you have to let them go, especially if they decide to turn around and sue you. Follow these simple rules:
- Document performance and conduct conversations on the same day as they take place so they are most accurate.
- Always include the date, your name/title, employee’s name/title and those of any witnesses.
- Do not abbreviate, editorialize or characterize in your write up. State facts – what you said, what she or he said. No speculation.
- End your write up (and your conversation) with the take away: State the action plan you agreed to along with clear expectations you set for your employee.
- Do not manage your employee through emails - do it face to face.
- Maintain all employee write ups in the personnel file – not in your drawer or on your computer.
- Medical documentation is subject to various privacy laws and should be kept separate from disciplinary discussions.
03/10/2017: financial discussions
One of the most difficult discussions you will have with a patient is about finances. Most of the time, it falls to the billing personnel, but the "touchiest" ones will fall to the manager for various reasons. Your best strategy is to have both the financial problem and potential solutions determined before the patient ever enters your office. Have your financial options - such as a payment plan or an outside financing solution (e.g., CareCredit) - prepared for the patient if there is no other recourse. When the patient sees you are prepared to help, he or she should be appreciative, and the solution more easily agreed on.
02/24/2017: too much email? automate with outlook rules
Are you being buried every day with email? Do you get emails that you always forward to the same staff member? Do you get lots of emails from a discussion forum or Listserv and like to read them at one sitting? These tasks and many more can be automated using Microsoft Outlook Rules.
By exploring the Outlook Help - or by doing a quick Google search on “Manage Rules” for your version of Outlook - you’ll discover how easy it is to set up automatic rules. You can set up rules based on the sender’s email address, subject line, or other relevant criteria. You can then automatically copy or forward to another person or group, move or copy to an Outlook folder for later review, and even discard the original to your Deleted Folders. The options are terrific! Using Outlook rules will dramatically cut down on the time you spend reviewing and handling email. Try it today!
02/17/2017: 4 keys to creating a positive work environment
EMPOWER - Empower your staff to make decisions and create a plan. The idea is to allow the freedom to empower them to create work how they want to. This is letting them know that you trust them to get the job done.
OFFER REWARDS - Positive reinforcement is a powerful tool that should not be underestimated. This shows your staff that you care about them; it also encourages them to work harder and boost morale. Acknowledge your hard-working employees. This will create a competitive environment within the practice. When your staff feels like they are doing good work, they want to rise to the occasion even more.
LISTEN - Listen to your staff's ideas. They’re the ones that are completing the tasks every day. By listening and implementing their ideas, you are telling them that their opinions and ideas matter.
HAVE FUN - Fun happens when people feel well-connected with a team where there’s mutual respect, open communication, and acceptance of who people are, and everyone’s collaborating and working toward the same goal. One office has NFL Jersey Fridays - this allows staff to show off their favorite team. Consider creating a fun team-building activity to spark creativity!
02/10/2017: need another creative way to boost physician and staff morale?
There are endless ways to boost morale! Most physician practices recognize a day during the calendar year as their “anniversary” date, or “founder’s day”. Consider designating this day/date as an annual Employee Appreciation Day, and/or designate the week leading up to, or surrounding, this day as Employee Appreciation Week. As part of the day’s/week’s activities, consider inexpensive appreciation gifts branded with the practice logo or gift cards. Gifts can be in the form of restaurant gift cards, gas cards, tote bags, cooler bags, director’s chairs, Tervis Tumblers, etc. Culminate the day’s/week’s activities by closing early, or extending the lunch period, to allow for a hotdog/hamburger cookout or catered luncheon and outdoor activities. Activities could include a cake walk, outdoor games, tailgate party, etc. If you fundraise for a charitable organization throughout the year, consider a “Pie in the Eye” or “Dunking Booth” fundraiser where employees pay for the opportunity to throw a pie in the face of, or dunk, their favorite (or not so favorite) doctor, manager or supervisor. Whatever you do, make it both fun and memorable. It fosters camaraderie amongst your physicians and staff, and - most of all - encourages laughter and good times.
02/03/2017: FEEL LIKE GROUNDHOG DAY WHERE YOU KEEP DOING THE SAME THING OVER AND OVER?
Want to automate repetitive tasks? Try macros! If you use Microsoft Excel or a similar spreadsheet product for the numbers in your work life, consider using macros. What’s a macro? In computers, a ”macro” (for "large"; the opposite of "micro") is any programming or user interface that, when used, expands into something larger.
In MS-Excel, a macro allows you to literally record repetitive steps for replay multiple times in the future. The details of creating a macro will vary based on the version of Excel that you use, but simply explore the Help function. You can also Google "macros" and your version of Excel to find a wealth of online tutorials, including videos.
So, take a step back and evaluate your Excel workload. I bet you’ll find a few opportunities to automate your keystrokes - and save time in the process.
01/27/2017: How to Share the Results of Your Patient Satisfaction Surveys
When your patients comment on their patient satisfaction surveys, you should share all of those comments - both positive AND negative - at your manager and physician meetings. These comments should subsequently be reviewed with each department so everyone is aware of the patient perspective and the importance of these surveys. From there, gather each department to let them help find the solutions to reduce complaints. Employees who help generate a solution have a vested interest in seeing that solution succeed and feel more important to the organization.
01/20/2017: have a mile-high pile of magazines on your desk?
As managers, our time becomes more precious every day. Our practices demand more and more of our time, and interruptions can be unmanageable. Yet, it is more important than ever to stay up on trade reading so our knowledge is relevant. Try this technique to identify the relevant reading quickly, then spend time in the details when life gives you the inevitable moment where you have to wait.
Many of our trade journals still come in printed format. The first time you see a journal, scan the table of contents, then flip through the pages with purpose. See an article that interests you? Tear it out and put it in a reading folder. Toss the rest of the journal and move on with your day. Then, when you know you’ll have a moment where you might be waiting (e.g. travel, early to a meeting, doctor visit), grab your reading folder and read the information in full.
Paper is low-tech but very portable. Even if you get journals online, try the same technique and print what you’re really interested in digesting. This’ll keep your reading stack lean and mean.
01/13/2017: Made a Mistake at Work? Take the Direct Approach to Resolve It
Everybody makes mistakes; it’s inevitable. But it’s what you DO when you make a mistake that counts. In a recent study, it was found that 79% of the people react to those mistakes by blaming others or hiding or just denying that they occurred. The right thing to do, according to New York Times bestselling author Mark Murphy, is to take an “active approach” in response. Personally – that means face-to-face – apologize so the other person can see that you are sincere. It’s hard to show that in an email. The person you wronged will feel better, and, if you do it publicly, others will actually notice that you’ve accepted responsibility and will think better of you as well. Tackling mistakes directly – part of being transparent as a manager - is one of the keys to being happier at work.
01/06/2017: Steps to diffuse team conflicts
Managers should take quick action to mediate conflict and limit collateral damage, writes John Rampton, an investor, online marketer and founder of the online payment company Due. Rampton offers seven suggestions on how to approach workplace conflicts:
- Find the root of the problem.
- Establish open communication.
- Encourage employees to put the company first.
- Propose a possible compromise.
- Encourage people to chat outside of the office.
- Don't let team members spend too much time together.
- As a last resort, switch up the team.
12/22/16: How accessible is your practice? try calling your main phone line
Most phone systems provide the ability to track abandoned calls, wait times, average entry time in each call queue, and number of voice mails. This information should be tracked on a daily basis and sent out to the management staff for monitoring. Staffing changes, including altering hours of call center operators, can better accommodate high-volume call times. Additional users in other locations can be added to a call queue that may be overloaded.
12/16/16: Dealing with Difficult Patients
We all have been there, whether you encounter a patient who is demanding, angry or downright rude. It is how we handle the difficult patient that will determine a positive outcome. The best way to deal with an angry patient is to remove them from the reception area and take them into your office and listen. Let the patient talk without interruption. Eye contact is extremely important, as it conveys to the patient honesty and your openness to listen to their complaint. Body language is just as important as what we say. Keep your hands and arms placed in front of your body, but not crossed as this can seem confrontational. Watch your language as best as you can so not to escalate their anger. Address the patient calmly; try not to talk negatively to the patient. Use statements such as “I can understand why you feel that way.” Try to remain neutral, and demonstrate control of the situation.
12/9/16: oh no! an employee tells you that "morale Is low"
Have you ever been approached by one of your employees and been told “Morale is low?” As administrators and office managers, we frequently struggle with how to