You postpone a staffer’s check-in to handle a scheduling problem at another location. Before you finish, someone needs a purchasing decision, a physician wants a change in front-desk coverage and a new hire needs help with a task nobody has had time to explain. By the end of the day, you have answered dozens of questions. The check-in never happened, the purchasing decision … [Read more...] about Do You Have Too Many People Reporting to You?
Managing staff
Your Best Staffer May Be a Poor Trainer
When a new staffer joins your medical office, it makes sense to pair that person with someone who knows the work thoroughly. Your most experienced receptionist, medical assistant or billing staffer may seem like the obvious choice. But doing a job well and teaching it well require different skills. Someone who handles a busy morning effortlessly may struggle to explain the … [Read more...] about Your Best Staffer May Be a Poor Trainer
Prepare Now for the Fall Staffing Squeeze
The first wave may begin with one receptionist calling out because her child is sick. Then a medical assistant develops a respiratory illness, a nurse requests time off and the billing department starts reminding everyone about unused vacation days. By late fall, a practice that normally runs with just enough people can find itself operating with significant gaps. Medical … [Read more...] about Prepare Now for the Fall Staffing Squeeze
When the Front Desk Becomes a Triage Desk
A patient calls and says she has been dizzy all morning. Another reports worsening pain after a procedure. A parent wants to know whether a child’s fever can wait until tomorrow. These calls often reach the front desk first. The staffer answering the phone wants to help, but there is an important line between collecting information and giving clinical advice. Without … [Read more...] about When the Front Desk Becomes a Triage Desk
Did the Referral Ever Happen?
A physician enters a referral order. A staffer sends the information to a specialist. The task is marked complete. But is it? The specialist’s office may not receive the referral. The referral may be missing records. The patient may never return a scheduling call. An authorization may expire. The consultation may take place, but the report may never reach the referring … [Read more...] about Did the Referral Ever Happen?
Build One Backup This Month
Maria called in sick at 6:45 Monday morning. By 8:30, everyone had discovered she was the only person who knew how to process the weekly vaccine order. Every office has something that only one person knows how to do. It may be the monthly payroll spreadsheet. The process for ordering vaccines. The login for an online portal. A complicated insurance report. A referral … [Read more...] about Build One Backup This Month
Stop Interrupting Everyone
Healthcare is built on communication. It is not built on constant interruption. Many medical offices have developed a habit of treating every question, request and update as though it needs an immediate answer. The result is a steady stream of interruptions that pull providers and staff members away from the work they're already doing. Most interruptions aren't … [Read more...] about Stop Interrupting Everyone
How to Handle Chronically Late Staffers Without Losing Your Cool
You’ve probably dealt with it more than once: that one employee who always seems to stroll in 10, 15, or even 30 minutes late. Not just once in a while—but regularly. It throws off team dynamics, irritates coworkers, and sends the message that punctuality is optional. The trick is handling it without creating unnecessary drama—or letting it slide until it becomes a major … [Read more...] about How to Handle Chronically Late Staffers Without Losing Your Cool
7 Ways to Communicate Power When You Write and Speak
Effective communication plays a vital role in shaping how team members, patients, and colleagues perceive leadership. Whether crafting an email or addressing a meeting, your choice of words can exude authority and confidence. Here are seven strategies to ensure your writing and speaking convey power. 1. Be Clear and Concise Powerful communication starts with clarity. When you … [Read more...] about 7 Ways to Communicate Power When You Write and Speak
Using Performance Improvement Plans (PIPs) Effectively with Staff
One of the toughest parts of your job is addressing underperformance. It’s never fun to have those difficult conversations, but when handled thoughtfully, they can be a real turning point—not just for the employee, but for your whole team. That’s where a Performance Improvement Plan (PIP) comes in. Done right, a PIP isn’t a punishment—it’s a tool for clarity, accountability, … [Read more...] about Using Performance Improvement Plans (PIPs) Effectively with Staff