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Orientation to Business Administration


Orientation to Business Administration Jeff Steele, LDO, ABOC, CPOT – PowerPoint PPT presentation

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Title: Orientation to Business Administration

Orientation to Business Administration
  • Jeff Steele, LDO, ABOC, CPOT

  • Identify and describe different roles within the
    business office
  • Understand the importance of good communication
  • Understand all aspects of the business phone
  • Understand how to handle patient complaints

  • The business office is the control center of the
    medical practice
  • Telephone contact w/ patients
  • Initial patient greetings
  • Maintain charts and records
  • Essential paperwork, including insurance claims
    and financial records
  • Accounts receivable

  • Of course the size of the practice will dictate
    how many are needed to perform these duties
  • Receptionist- greets patients and answers phones
  • Appointment clerk- scheduling
  • Insurance clerk- liaison between pts and
  • File clerk- filing and retrieving pt. records
  • Bookkeeper- accounts payable entries and records
  • A/R manager- makes financial arrangements w/ pt.
  • Office manager- supervisor of all aspects of the
    front office

Your Role
  • Your role is an important one- by delegating
    these responsibilities the doctor is able to
    concentrate on patient care!
  • In order to do your best, you must have a basic
    knowledge of the language of medicine and the
    procedures being performed
  • In addition, you must have the appropriate
    secretarial, business and communication skills

Building Better Communication Skills!
  • As you greet the public, you represent the
    doctor, the practice, and the health care
  • It is through contact with you that the patient
    forms that very important first impression

  • Your appearance is just as important as your
    behavior in making that first impression
  • Always be well-groomed and neatly uniformed. By
    taking pride in yourself, you show admiration and
    respect for your profession

  • Perhaps the most important part of having good
    communication skills is the ability to listen
  • Listening is not a passive activity- or a natural
    skill. It is something that must be worked on

  • Do
  • Limit your own talking
  • Listen for more than words (emotions behind the
  • Think like the patient (empathize w/ the patient)
  • Concentrate on what is being said
  • Dont
  • Interrupt
  • Argue
  • Be pushy
  • Jump to conclusions!

Greeting Visitors
  • The reception area and office should be kept
    clean at all times
  • Everyone who enters should be greeting promptly
    and pleasantly (preferably by name!)
  • Properly addressing the patient includes use of
    Mr., Mrs., or Miss unless they have
    otherwise given you permission to use their first

New Patient Forms
  • Upon arrival, it is common (and appropriate) to
    have your patient fill out some forms
  • New patient registration form, consisting of
    contact information and insurance information
  • Medical history
  • Welcome brochure

  • A major source of contact between new and
    returning patients
  • Phone calls are NOT interruptions- they are part
    of the job!
  • You are responsible for answering the phone in a
    manner that creates a favorable impression and
    allows you to handle the call efficiently

Proper Greeting
  • Greeting Good morning, afternoon, etc
  • Identify the practice
  • Identify yourself First name only
  • Offer to help How may I help you
  • Remember, your attitude will show through on the

Help the Patient
  • In most situations, you or someone in your office
    will be equipped to help the patient.
  • The doctors schedule is generally such that
    constant interruptions to field phone calls will
    put the schedule far behind, upsetting patients
  • If the patient insists on speaking w/ the doctor,
    it is best to state that the doctor is with a
    patient and offer to take a message. Reiterate
    that you can probably help them with a problem.
    (Note many problems are actually not problems
    the doctor can help solve, such as billing or
    insurance issues!)

Taking Messages
  • If a message is taken, record it in duplicate
  • Record all of the following necessary
  • Who called?
  • When?
  • Why?
  • Is the call to be returned?
  • If so, what is the number and who is to return
    the call?
  • NOTE If the call is concerning a clinical
    question, include the patients chart when
    delivering the message

After Hours
  • Some form of phone coverage must be provided for
    those times when the office is closed, usually in
    the form of an answering service or answering
  • There should be a plan in place to handle after
    hours emergencies

Personal Phone Calls
  • Remember, your office is a business and phone
    lines are for business purposes
  • Only emergency calls should be fielded or placed.
    All other calls should be done during lunch or

Handling Complaints
  • Unfortunately, handling complaints will
    inevitably be something you will face as a
    technician. It is best to keep in mind the
  • You are not the target (hopefully!)
  • Listen w/out interruption (take notes)
  • Express your regret (this does not mean you have
    to take responsibility, just that you are sorry
    for their problem)
  • Restate the complaint
  • Ask questions as a mean of gathering more info
  • Assure actionand follow up. If you promise
    action, be sure to fulfill your commitment!
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