Transcript Chapter17

Unit 6
Managing the Office
Chapter 17
Office Managerial
Responsibilities
Learning Objectives
 Discuss
reasons for staff meetings
 Describe ways of increasing office
productivity
 Set up and supervise a file to track
maintenance of office machines and
equipment
 Understand laws to treat and dispose of
office waste
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Learning Objectives
 Understand
the reasons for using credit
cards for office purchases
 Employ the services of a travel agent and
verify travel arrangements
 Locate travel help sites on the Internet
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Performance Objectives
 Prepare
a staff meeting agenda
 Set up a staff meeting
 Compile and maintain an employee
handbook
 Develop and maintain an office policies
and procedures manual
 Prepare an order form to obtain office or
medical supplies
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Performance Objectives
 Pay
an invoice
 Establish and maintain inventory
 Perform tasks to prepare for and conclude
a business trip
 Assemble travel expenses into a report
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Performance Objectives
 Abstract
data from a catalog and key an
order form
 Complete an order form for office supplies
 Perform basic office mathematics
 Prepare a travel expense report
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Heart of the Health Care
Professional
Service
 The
office manager (OM) can set the
scene of service within the medical office
by exemplifying a responsible and caring
attitude.
 Demonstrate initiative to render prompt
service and quality care.
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Office Manager
 Oversee
the adm/clinical staff
 Act as a liaison between staff and MD
 Chain of command (staff-OM-MD)
 Needs to foster team spirit
 Firm but flexible
 Open door policy
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Office Manager
 Duties
include: hiring/firing staff
 Delegate duties: office maintenance,
ordering supplies
 Financial papers, payroll
 Pt edc of office policies
 Remain abreast to current trends
 Travel arrangements
 Etc…
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Office Manager
 Increase
office productivity
• Improve efficiency
• Increase income for the physician
• To accomplish may include:
– Promote specialization
– Employ part time help
– “Job sharing” to decrease over head
– Continuing education
– Current reference material
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Office Manager
– Initiate flex time
– Cross train
– Promote in-house expertise
– Newer equipment
– Notebook of hints
– Pay back unused sick time/ bonus
– Minimize distractions
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Office Manager
 Staff
meetings- establish good
communication among staff
• Agenda
– Distribute prior to meeting
– Specific but open ended
• Minutes
– Content to include (pg 461)
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Office Guidebooks
Employee handbook (personnel manual)
 Include:

• Job description
• Sick/ vacation time
• Family and Medical Leave Act
– Dev 1993 effects employers with 50 or more employees
• Americans with Disabilities Act
– Dev in 1990 effects employers with 15 or more employees
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Office Guidebooks
 Office
policies and procedures manualdescribes office routines and practices;
how to perform a tasks
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Office Security
Encourage staff members to keep valuables
locked in drawers or cabinets.
 Minimize the number of prescription pads to one
per doctor; lock remaining pads in a desk
drawer.
 Never leave the reception room unattended;
close all blinds and curtains tightly at the end of
the day.
 Lock filing cabinets, cash boxes, and cupboards
containing controlled substances.

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Office Security
Install burglar alarms with digital coding that
may be changed periodically.
 Keep careful records of keys that have been
distributed, make sure employees leaving the
practice return all keys.
 Ensure inside and outside doors lock with
separate keys
 Make certain unattended doors cannot be
opened during the day
 Lock office doors/ secure windows even if the
physician is on the premises if you are the last
staff leaving

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Office Security
Install cylinder guards on locks and dead bolts
with at least an inch throw; hang doors on inside
hinges
 Use mercury/ metallic vapor lamps which are
unbreakable
 Install burglar-resistant glass.
 Advertise security measures
 Notify the answering service when the office is
closed.
 Keep shrubbery no higher that 3 feet

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Office Security
Install system that can be activated
 Suggest staff members leave the office together
after dark.
 Be alert for loiterers
 Disconnect computer modems at end of each
day
 Mark all equipment with identifying marks;
record serial numbers and take pictures of items
to store in a safe.
 Contact local police for other suggestions

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Office Supplies and
Equipment
 Reduce
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supply expenses
Establish baseline
Set budget
Comparison shop
Buy selected items in bulk
Take advantage of special discounts
Maintain friendly attitude with vendors
Track inventory
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Office Supplies and Equipment
 Order
supplies- consider quality, price,
and service when choosing a vendor
• Purchase orders (pg 468)
– Once accepted becomes legally binding purcahse
contract
– b/u (backorder)
– Packing slips
 Pay
invoices
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Invoice
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Inventory Control of Office
Supplies
 To
maintain a good inventory control
system the following information needs to
be available:
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Office supply catalogs
Up to date list of supplies
Number of items on the shelf
Reorder point
Time need to restock item
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Inventory Control of Office
Supplies
 Computerized
systems
 Manual system
• Types of systems used in inventory control:
– Check against reorder point with each use
– Card system
 Storing
office supplies (pg 473)
 Equipment maintenance
• Surge protectors
• Service file folder
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Business Travel

Travel arrangements
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Make sure applications for seminar are complete
Make reservations promptly
Establish a travel folder with MD preferences
Develop itinerary
Note confirmation numbers, clerk, date, and time
Times in local time
Cancellation charges
Travel agent
• Consider agent if multiple stops planned
• Make sure agent is aware of preferences
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Business Travel

Airline travel reservations
• Airline luggage
• Check tickets if mailed
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Hotel and motel accommodations
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If late arrival planned make sure hotel is aware
Check for special rates for conferences
Electronic services (internet, fax, etc.) available
Cancellation
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Business Travel
Car arrangements- prefer shuttle or car rental services
 Foreign travel
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May need a passport
Forms available at post office
May request larger book (24 vs 48pgs)
Visa required for certain areas- usually local consulate has
approved for ind to travel to area
• Inoculations
Travel help on the Internet
 Finalizing travel details
 Medical meeting expenses as tax deductions (pg 483)

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Employer Responsibilities

Recruitment and hiring
• List job availability in local paper, employment
agency, and local colleges
• Applicant screening
– Review applications and resumes
• Personal interview
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Avoid questions prohibited by the Equal Opportunity Act ’72
Use open ended questions
“first impression”
Ask for references
Explain office polices
Let applicant ask questions
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Employer Responsibilities

Orientation and training
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Introduce to staff
Provide office tour
Copy of policies and procedures
Copy of handbook
Meet weekly during probationary period
Work with employee supervisor
Set date/time for probationary completions review
Employee who does poorly during probation should
be let go
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Employer Responsibilities

Evaluations of performance and salary review
• Eval should be signed by employee and supervisor

Termination of employees
• Terminating employee role of OM if OM performs the
hiring
• Make sure employee aware of deficiencies on
previous reviews
• Termination discussion should be done at the end of
the day
• If asked questions by would be future employer
regarding employee terminated only answer would
not rehire
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Stop and Think
Calculate Prices for an Order Form
 You
are preparing to order the following
items from a supply company:
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10 reams of paper @ $2.79/ream
3 six-inch desk rulers @ .69 each
5 packages of transparent tape @ $5.85/pkg.
10 glue sticks @ $1.89 each
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Stop and Think
• Calculate the amount for each item.
• Add the appropriate sales tax for your state.
• Add a shipping charge of $5.88.
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