Medical Receptionists play a crucial role in ensuring accuracy in patient information and overall office experience despite the reliance on technology. Their responsibilities include verifying demographic data, managing patient flow, facilitating communication, and addressing billing inquiries. Though technology aids efficiency, human oversight and interaction remain essential for effective healthcare delivery.
Medical Receptionists often start new positions with either no previous work history in healthcare or their training and understanding of receptionist work is based on another industry or medical specialty. Most offices have various methods of training, there is no one size fits all when it comes to healthcare front desk responsibilities.
Some organizations have standard training procedures that include videos and training manuals that must be reviewed prior to the hands-on training. This may include basic customer service, information regarding billing, and most importantly the electronic medical record or practice management system they will be required to use.
Starting a new position can be quite intimidating regardless of your level of experience. Having a reliable training program or process usually helps individuals get to a level of independence the job requires. Most often managers will spend time with new hires initially. The manager or supervisor will assist the employee with access to any programs or online resources they need. They provide contacts, reference materials, expectations, and complete the onboarding process. They may even conduct the first steps of training to be sure the employee understands the expectations of the job.
While managers will jump in to get their new hires ready, they often do not have the time to spend 2 weeks training an employee. In fact, you will find that colleagues tend to train those who will be doing the same job they do. The benefits of this include experienced front desk staff training new front desk staff. Those who are doing the job daily can provide more insight than even a manager can in some instances. Management wants employees to have the best opportunity to succeed and that doesn’t mean they have to be the one to conduct their training. Leaning on their seasoned professional staff members is a sign of leadership and understanding. They also show trust in the current staff to bring new employees up to speed.
Some recommendations during training would be to always leave space for questions. Allow the new staff member to make the calls, enter information into the system, take messages and conduct scheduling. You can coach them through it but don’t wait 5 days before you allow someone to get their hands dirty. You can show someone the same thing repeatedly, but it most often sticks when they can complete the action themselves. How will you know how someone will communicate with patients if you don’t allow them to do just that. It is much easier to implement corrections during a probationary or training period than it is once they are fully integrated into your practice or healthcare organization.
During training we generally focus on the daily routine that needs to take place. We often forget that these new hires also need to be able to stay organized. Making sure new Medical Receptionists stay organized requires that they have everything they need for their job at their desk. It may be as simple as providing them with a desk organizer or an ergonomic chair. It might mean they need binders or folders to keep documents and forms arranged and accessible. You also must make sure they have access to printers and fax.
If there are policies that directly pertain to front desk staff such as “no food at the desk” or “no cell phone use during work hours” they need to be made aware of that during training. Another good idea to implement when training is to never assume. Never assume what the person knows. Show them and explain everything you can, ask them if they understand. This will often help them with asking questions about what they have been taught. You will eventually realize what they need more help on and where they feel confident. Even if your employer or organization has a well-structured or robust training program, there is one last thing I would suggest as part of your onboarding. Survey the new hire after 30-60 days. Inquire about how effective they feel the training was and find out if they felt prepared once they were on their own. This will help for when you must train another new employee and also let you know where the new hire may need some additional guidance.
If you, your office, or front desk staff is struggling with customer service and communication consider the Medical Receptionist Success Training course.
As Healthcare evolves patient retention is always a major part of how healthcare organizations will remain successful. In any industry the relationships with your repeat client/customers is what the company’s success stands on. Loyal patients are where trust relationships develop, that is where future referrals come from, that is also where you see results in treatment and recommendations. How would a provider truly measure outcomes if patients never come back to follow up or continue care? They would not be able to gauge their own impact on their practice. Having these clients also allows for providers to continue to grow as they learn in real time the effectiveness of prescribed and recommended treatments on their patient population, they can see what works in their current environments and what is affecting the community of those environments the most. This helps improve individualized care over time and provides patient satisfaction, not only through patient care but also the knowledge of the provider.
Good experiences allow for your patients to feel understood and cared for by your facility. Even if we step outside of the medical office and hop over to a radiology facility, the patient retention is just as important. Although the patient may only come in once a year, the facility would want that patient to return year after year. If the techs performing the service are not professional, or not attentive to the patients needs at that time, the patient may try a different facility the next year. You could potentially lose a patient and never know why. A client that does not require much care in a years’ time is much more likely to take time and find a new physician or group to join before the next visit needs to be scheduled.
How are Medical Receptionist assisting with patient retention this year? Have things changed drastically? Should we be considering some other approaches? These are all good questions, I believe that the ability to retain patients is a group effort, everyone the patient meets is a part of their experience coming to your medical practice. We have seen new obstacles with patients being hesitant to obtain routine care or waiting as long as they can to address problems. Not only due to the cost of healthcare but also the pandemic. Some people have even delayed or avoided emergency room visits due to fear of COVID-19. Once these patients reach your office, they have a more urgent need than you may normally expect as they are hoping they can receive the care they need with their primary or specialist without a hospital visit. Medical Receptionists are also faced with appropriately booking these patients and making sure they are directing certain patients to a clinical staff member for a proper triage of the situation.
We have seen how much can be done, even when strict restrictions were put in place. Every industry had to find creative and some not so creative ways to keep things moving. From a front desk perspective, several different processes have taken place to protect patients and staff. Including registering patients from the car, over the phone. While patients may not be communicating with you as much face to face, the phone interactions are still just as important.
Assisting someone with online forms and directing them where they need to go without them being in front of you requires patience. Some patients are not as accustomed to some of the new processes and may require a little additional assistance. With so much phone and online communication happening it is important that the front desk staff obtain as much accurate information as possible the first time a patient calls in. I can imagine that nurses and physicians are sometimes overwhelmed with call backs for results and imaging. Having a front desk that understands how to best route calls and take messages is extremely important and beneficial to patients, clinical staff and the overall flow of the practice.
If you are allowing multiple patients to wait in your waiting room, what have you done to make them feel safe? These are the questions we must ask when things change. Something as simple as disinfecting chairs or shared tables along with a little distance between seats could be the answer. We are now coming to a time where restrictions are reducing, however every office will not be as quick as others to fill up the waiting room. The risk level of the patients you treat will be a factor. Your location is also a factor. No matter how fast or slow things return to a level of normalcy I am sure we have all learned some ways to better manage areas of the check-in/checkout process, as well as prioritizing tasks, appointments, and the needs of the patient population.
I do not believe the core values that retained patients before has changed much, it just may need to be demonstrated more strongly in other areas as we move forward. Also, experiencing the same level of professional service and follow up every time a patient visits or contacts your office is particularly important to their overall view and experience.
As Medical Receptionists you will never control your patients’ clinical needs or treatment, but you can control the experience upon entry and exit. You are the first and last impression on the phone and within the office. Your impact is important to how families and visitors view your practice and whether they will return in the future. The best advice is to treat people the same way you would expect yourself or family members to be treated in a healthcare setting.
Lastly, your interactions with your co-workers at the front desk is also impactful to how a patient will feel about the office and the way the office functions. If you are rude or communicate badly with your fellow staff members it will reflect negatively on the practice. You should not only respect and communicate well with your patients you must demonstrate that same level of professionalism with your colleagues.
For more from Medical Receptionist Network visit www.medicalreceptionistnetwork.com
Interested in Medical Receptionist Success Training Course for your office? Visit our website or email info@medicalreceptionistnetwork.com
Medical Receptionist Handbook to Success now available on our website or Amazon
Medical communities all over the country are adjusting to the Coronavirus pandemic. Administrators and physician owners have had to change the way care is provided in offices and facilities almost overnight. Employers at large have had to make excruciating decisions regarding employees, finances, and closing business altogether. During this unprecedented time, people are filled with uncertainty, anxiety, stress, and hope regarding everything that is happening now and what is to come. As a part of the healthcare community, Medical Receptionists are very much a part of the frontline in many places. The responsibilities and risks associated with being a front desk or front office employee have expanded.
Medical Receptionists are the first people to set patients up for an appointment whether it be over the phone or in person. Phone triage has been more important in decision making regarding who may enter a medical office and under what conditions. Receptionists are also adjusting to the increase or adoption of telemedicine practices. Receptionists are now asking more specific questions so they can make the right decision on what happens next for the patient. Before the specifics and severity of the Coronavirus became well-known, receptionists were checking in people as normal and that doesn’t always allow for a 6ft distance between them or them taking more protective measures. Now that the Centers for Disease Control and Prevention and other sources have provided specific guidelines and resources, offices and healthcare facilities have been able to make better accommodations and adjustments in the offices to protect staff and patients.
Management of healthcare services and access is the priority right now to focus on the many people that have become ill due to COVID-19 exposure. Lack of PPE and other necessary equipment and staff has posed a great hardship on the people working to save lives daily.
Those of you who have been fortunate enough to retain employment at this time are most likely dealing with another set of concerns. Childcare, being exposed and potentially exposing family members to the virus, uncertainty about finances due to a spouse or family unable to work, lack of support from management in some cases, and job security. You may be worried about family and friends who are alone or far away. You may have parents/grandparents in long term care who you are unable to visit. The list could go on and on. Remember you are only one person and you can only focus on so many things at one time. Take moments for yourself, even just a few minutes to decompress and breathe. Do what you can, when you can. Make the decisions that are best for you and your family. Follow the hygiene guidelines when returning home from work. It is hard to stay positive when it feels like things are falling apart. It’s okay to feel how you feel but try to keep as much normalcy and faith as you can.
If you have lost your job or been furloughed due to the reduction of staff or your facility closing temporarily, make sure you know the specifics of the changes. Your management or HR should be able to provide specifics regarding your health insurance, retirement plans, and PTO and other accrued time. If you need to apply for unemployment benefits don’t wait until the last minute. The systems are overwhelmed with millions out of work. It may be frustrating but review the requirements for your state and take the steps needed. There will come a time where you will return to your employer or have to seek new employment. You may want to dust off and update your resume to be prepared.
Medical Receptionist, Medical Secretaries, and Unit Secretaries have been providing support to their clinical teams not only with phones and registration of patients but also with keeping the office sanitized. Some places are working with skeleton crews and require all hands on deck to keep up with demand and standards. Waiting rooms have been cleared of items that could pose more of a risk to patients and families who touch them. Hand sanitizer and masks are more widely required and being used to help reduce the chance of spread. Your actions and dedication are needed to keep healthcare facilities functioning in an organized manner, you help facilitate the communication between patients and providers and providers and other specialists in a timely fashion.
We are all in this together. Support one another at work and at home. Follow the guidelines to keep you and your family safe.
Resources
Unemployment:
https://www.usa.gov/unemployment
http://www.statelocalgov.net/50states-unemployment.cfm
Coronavirus Updates:
https://www.cdc.gov/coronavirus/2019-nCoV/hcp/index.html
https://www.who.int/emergencies/diseases/novel-coronavirus-2019
Stress:
https://www.headspace.com/covid-19
For more from Medical Receptionist Network visit www.medicalreceptionistnetwork.com
Medical Receptionist Handbook to Success now available on our website or Amazon
Once you hear the words “your hired” the excitement sets in. You are ready to learn and get started with training. At most, you learn about your employer through their website, information from the interview, or someone you know who may work there. But how much information are you actually getting? Is it enough?
Once you have trained and learned the requirements of your position you are able to provide support to your patients and coworkers. That is the goal, knowing what to do and how to do it. Great, but how can you further connect with your patient population? There are many ways that people connect with others through their healthcare journey.
Let’s discuss what you should know about your practice to better serve your patients. You must understand the span of services that are offered to understand the population you will encounter daily. Understading the services and what they require of the patient will aide in areas including scheduling, addressing call volume, and at check out. Understanding the age groups you serve will also help determine some of your most common challenges and best solutions. It is also important to understand if there is a high volume of outside referrals coming in or if your patients are often referred out. You will then be able to address requests confidently because it is an expected need of your patients. Depending on the area you are in you can also determine how people most travel to appointments at your location, major highways, public transportation, or walk. All these things just improve how you interact with people as a member of the front desk. Can you give general directions or the closest bus stop? Do you know the top insurances your office accepts? You should eventually know the majority payors for your facility without looking them up. The more knowledgeable and comfortable you are in the space of your practice the better you will be able to support your patient population and build a trusting relationship between them and your office.
You also need to know the information that will help you better communicate with your providers on a daily basis. Understanding what they have to accomplish between each patient is a start. This way you can gauge the best times to ask questions or have provider requests addressed. You need to know when an interuption is warranted and what can wait. Do they have office hours for consults or returning patient calls that differ from there general schedule? This will also help you better guide your patients who have physician specific questions. You want to have as much knowledge of the inner workings of your office so you can work within them to produce the best outcomes and be efficient. Depending on the type of medical office you are a part of you may also apply this to your nursing and management team. Know the best time to communicate and which issue are a priority and what can be addressed later or at the end of the day.
Lastly, you want your process to be respected as well. If you are working directly with a patient in the office or on the phone and recieve constatnt interuptions that are not a high priority. Make sure you share the best way for other members of the office to communicate with you when you are with a patient or working on a project. Perhaps you create a front desk resource for the other people in your practice to allow more cohesive interactions. There are several ways to communicate in an office setting. Dont be afraid to use them.
For more from Medical Receptionist Network visit www.medicalreceptionistnetwork.com
Interested in Medical Receptionist Success Training Course for your office? Visit our website or email info@medicalreceptionistnetwork.com
Medical Receptionist Handbook to Success now available on our website or Amazon
Medical Receptionists often wear many hats. You may be really great at one or two things in your office. You may be known for very specific strengths that set you apart from your colleagues. It is important to always understand the strengths of the people you work with. Having similar training and past work history does not guarantee that you all will excel in the same area. Having a diverse set of skills is helpful to the practice and to each other. You may handle busy phones lines very well. This task alone may fluster some of your coworkers. However,they may be great at managing an abundance of patients checking in at once. You may have people on your team who communicate more efficiently with your clinical staff than you do. It is important to understand each others strengths and appreciate when someone else’s expertise or contribution makes a positive difference in how your office runs on a daily basis. Teamwork works well you know why it matters. It is also just fine to compliment and thank your coworker and accept gratitude when it comes your way.
Are you your own brand?
Today we hear so much about branding and marketing and it usually relates to business not Medical Receptionists. If you think of yourself as your own brand you may be more easily able to stand out during the more difficult times at work. You will be more forth coming with solutions and suggestions. What do you think? What do you think of your work performance? Are you living up to the standards that you set for yourself. Have you been meeting your own expectations in regards to your conduct, organization, and communication with patients? Would you hire YOU? There really is no competition in healthcare, it is about how a collective team of people work together to create an environment that is professional, accepting, patient friendly, and offers a great level of quality to patients and clients. Focusing on your efforts doesn’t mean you are doing a disservice to anyone else, it just means that you recognize the importance of your role and are truly aware of the value of your contribution.
If you were a brand, think about the qualities you would want your brand to have. Would you want your brand to be late to events, disorganized and rude? I doubt it. You would want your brand to be consistent and demonstrate passion for the industry. You would want for your brand to eventually be a leader in the industry. How do you create that? Your brand has to solve problems to be successful, your brand has to understand the needs of the customer. Thinking in these terms allows you to easily understand how you, as a brand, can positively or negatively effect your medical office. Use your strengths to encourage cohesiveness and learn from others who have a different dominant skill. You may always be the king or queen of fixing paper jams but that doesn’t mean you can’t improve your other clerical and customer service skill set over time.
So tell us, what’s your superpower?
For more from Medical Receptionist Network visit www.medicalreceptionistnetwork.com.
Interested in Medical Receptionist Success Training Course for your office? Visit our website or email info@medicalreceptionistnetwork.com.
Medical Receptionist Handbook to Success now available on Amazon
Have you ever walked into work excited to start the day and then within 15 minutes you feel completely defeated? Healthcare settings can be some of the most fulfilling yet most challenging places to work. Your duties and tasks may be your own, but you often rely on others to do their job for you to effectively do yours, thus the term “team effort”. Perhaps you are constantly waiting for orders to be entered so you can schedule an appointment. Maybe the appointment times are not long enough, and you encounter an overcrowded waiting room daily. Sometimes every call you answer requires a ton of time, which keeps you from helping those who have signed in. Patients are upset or not feeling well, and they are taking it out on you. These are all common to medical practices, not the best part of your career in healthcare but a part you can’t always avoid.
How do you handle these stressful times? Do you just keep moving, and addressing one issue at a time? Do you get upset to the point where you can no longer hide your dissatisfaction in the presence of patients/clients? Perhaps you start cutting corners to save time? Maybe you just check out mentally and complete your shift in such a robotic manner that nobody dares speak to you?
We must always approach our work life with an open mind, and a solution-based approach. If your first thought when faced with a problem is “how can I resolve this?”. “What can I do to make this better?” Or “What way can I impact this scenario positively?” Then you are on the right track. Avoid initial responses that may add fuel to an already difficult situation. For instance, the patient may not always be right but that doesn’t mean it is your job to prove how wrong they may be. You do not have to tell someone why they are wrong or incorrect all the time. You can just provide the information that will resolve the situation. It may counteract the patient or client’s original thought, but you did it without adding hostility. People know when they are wrong, some will retract a statement or even apologize. However, others may just continue to do be combative, rude, or attempt to prove their point of view. The direction of the conversations at the front desk are up to you. You could change the direction and the outcome. Your responsibility is to make sure the patient has what they need, is provided accurate information, and receives stellar customer service while visiting your facility.
What if the issue of the day does not concern patients at all, but behind the desk there is some unavoidable tension. On top of that, perhaps it has nothing to do with you! Now what, how can you be the problem solver among your colleagues? You probably won’t be. Although, if you remain neutral, proceed as usual, you will not add to whatever conflict has taken place. If you keep your mood even and your actions professional your energy alone can improve the situation. Others may find themselves feeling disappointed in a coworker or having had a professional disagreement. If you do not instigate or seek out information about the situation it will generally resolve itself faster. When more people get involved in a matter it is equivalent to adding fuel to the fire.
Whether you have struggles with your patients or your coworkers there are always ways to keep the conversation from getting out of control.
A bad moment or experience does not have to equal a bad day. You have the strength and power to move past it and change your mood and future interactions. You are also allowed to get frustrated and overwhelmed at times, it happens. Recognize when your work environment is affecting you negatively and do your best to change or take the right actions to improve it. Immediately. Medical settings can be some of the most stressful but at the same time some of the most rewarding in terms of communication, problem solving, cohesiveness, accountability, and teamwork driven results for patients. Always remember why you entered the field of healthcare; it will help during the tougher times.
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Medical Receptionists often have this natural ability to remain calm, professional, and supportive of their patients’ needs. What if you find those abilities to be more challenging. Basically, you struggle when patients become upset or dissatisfied, or perhaps you become very defensive or taut during interactions with your clientele. There is no perfect way to handle certain situations that arise within your office and at the front desk but you can make a difference with your response, reaction, body language and overall demeanor. One of the most important pieces of advice is to not take it personally. it is often hard to separate yourself and your feelings from your job responsibilities. When you have a passion for what you do, you may find it very unnerving when people are not happy with the service and address you directly about it. On the other hand, if you are not passionate about what you do but work very hard to complete your responsibilities you may be more likely to find yourself on the defense.
How can you keep calm during challenging situations?
Listen-Before you make any assumptions. Giving your undivided attention during a patient interaction can be very indicative of the potential outcome.
Take Notes-This generally applies if the patient has a complaint or an issue that you must share with another colleague such as a manager or physician. You want to make sure they have enough information to take corrective actions. It also improves the communication and reduces the chance of the patient having to repeat the entire situation again. Lastly, it allows your management or provider the ability to resolve any concerns and be prepared in the event they have to speak directly with the patient.
Express Understanding-Always let your clients know that you understand. You may not “know how they feel” but you can understand their point, their concern, or their grievance. Ask how you may help them have a better experience. Let them know that you will have the situation reviewed by management if needed.
Get Assistance-If you have been working in an office long enough you learn when to recognize a patient who is being abusive or rude. You know what acceptable behavior looks like for your practice setting. If you feel threatened or unable to positively respond to a patient it is your responsibility to request help or a witness. Have management step in when needed. Do not provoke an unhappy patient. Remain professional and calm. You will have more success when you are thinking clearly.
Focus on Solutions-Whenever you encounter a problem in the office you should immediately consider ways to solve it. Instead of being engulfed with the negative aspects of the issue or the attitude of parties involved, do your best to offer ways to mitigate, resolve, or be supportive in the situation. This works well with patients and coworkers. When a fire starts you try to put it out, not spread it. It only takes one person to be the change. If you can deal with adverse situations without taking things personal you will have a much more fulfilling career.
Most interactions within the medical office are quite cordial, professional, and without many complications. It is when something does take a turn for the worst or becomes an unusual occurrence that you must be prepared to handle what comes in your direction. “You are the Bridge” and you have the opportunity and deserve to make the best of every day.
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Today ends National Nurses Week 2018. While Medical Receptionists are the bridge of communication, nurses are the bridge to direct patient care. Nurses have roles in almost any healthcare setting you can think of. Direct patient care, clinical management, case management, directors, and even utilization management just to name a few. Nurses provide required clinical support to medical doctors by executing care plans, reviewing and managing patient care needs and test results.
My mom is a nurse, a damn good nurse! I remember growing up and her colleagues telling me how great my mom was to work with, I saw her letters of acknowledgment from patients and accolades from managers and department heads. As a child I spent a lot of time with my mom and her nurse friends. They were some of the most dedicated women and men you could meet. They cared about their patients, they often worked long hours to get he job done right and were proud of their career choice.
Having also worked along side some awesome nurses I found as a Medical Receptionist your relationship with the nursing staff of your organization is vital. Having open communication with the nurses is important and allows you to be a better connection between the clinical staff and patients. Nurses are often the first person you reach out to for a clinical questions or an in office emergency. Collaboration between the front desk and the nursing staff can be the difference between a well oiled machine and a broke down train. When departments work together for the greater good of the organization you will see positive results in your organization externally through the patients and internally.
Teamwork in full effect includes everyone in the organization. When you don’t work closely with other departments there can sometimes be a distance that can cause friction, assumptions, and tension. There are ways to bridge the gap between clinical and clerical staff, between billing departments and front desk, or even between physicians and front desk. Knowing who you need to refer to in any given situation is key. When you do need to go to those that you may not normally communicate with, come prepared. Introduce yourself if you don’t know the department member. This is not always an issue in smaller practices but within larger groups or practices that use temporary staff or have employees who work in multiple offices you run into the issue of not getting to know everyone.
The more prepared your are when approaching another colleague about a patient matter and vice versa the smoother interactions will be. Patient needs will be met. Many offices will notify staff of a new employee and their role prior to start. If this doesn’t happen perhaps you can request a short meeting to discuss how your role and their role work together. That is a way to honor continuity of care and prepare the other employee in what to expect in the position as it refers to the front desk. Your feedback is important to your employer and management. You bare witness to the on-goings of your office, you know when things are working and when they need to be changed. Always use proper communication channels to make requests and share ideas. Medical Receptionists and Nurses working together can move mountains in some cases. Keep up the fantastic job and encourage teamwork within your practice.
Medical Receptionist Handbook to Success is available on Amazon and Barnes and Noble.