By Steve M. Cohen bio I've written before about relatively simple steps to better medical office management. I've also advised against underestimating seemingly trivial tactics for improvement. These types of suggestions can sound low-level or nit-picky. But one reason they are often repeated is because they are valuable and worth remembering. But don't worry, … [Read more...] about More easy steps to help you fight management battles
Topics
Growth of Spanish-speaking population creates demand for bilingual health care professionals
The United States now has the world's second-largest population of Spanish speakers, behind only Mexico. Given the growing number of Spanish-speaking patients, clinics and hospitals find themselves facing an immediate and chronic shortage of bilingual physicians. This is a serious problem in a field where lives can depend on an accurate exchange of information between doctor … [Read more...] about Growth of Spanish-speaking population creates demand for bilingual health care professionals
Study finds 96 percent of online complaints about doctors fault customer service, not quality of care
An analysis of nearly 35,000 online reviews of doctors nationwide finds that customer service—not physicians' medical expertise and clinical skill—is the overwhelming reason patients complain about their health care experiences on the Internet. The study, published in the Journal of Medical Practice Management (JMPM), finds that only 1 in 25 patients rating their health care … [Read more...] about Study finds 96 percent of online complaints about doctors fault customer service, not quality of care
How to investigate an employment-related complaint from a staffer
Got a complaint from an employee? Investigate it. If that complaint turns into a legal claim, part of the allegation of wrongdoing may well be that the office "didn't take it seriously and failed to investigate," says employment law attorney Ingrid Culp of Fredrikson & Byron in Minneapolis. The law doesn't require that an employer investigate a claim, she says. But it is … [Read more...] about How to investigate an employment-related complaint from a staffer
Marijuana and the workplace
Editor's picks: Is firing employees for medical marijuana discrimination? Model Policy: Medical marijuana What's in your employee handbook? … [Read more...] about Marijuana and the workplace
Model Policy: Recognition and social functions
Why you need this policy: From time to time your medical practice may wish to recognize staff members' milestones, achievements, and/or special occasions. How this policy helps you: This policy will ensure that guidelines are established and that all staff members receive appropriate and equal recognition. How to use this policy: Modify this model policy as necessary for … [Read more...] about Model Policy: Recognition and social functions
Don’t let wage and hour complaint lead to costly retaliation claim
A retaliation claim is expensive to defend and even more expensive to lose. And now it's easier for employees to file one in matters related to the Fair Labor Standards Act (FLSA), which covers wage and hour law. In the past, a retaliation claim for complaining about pay and hours was valid only if the employee put the complaint in writing. However, a U.S. Supreme Court ruling … [Read more...] about Don’t let wage and hour complaint lead to costly retaliation claim
How to tell when a job candidate or staffer is lying to you
Whether interviewing a job candidate or talking with a staffer about an occurrence in the office, the manager needs to know how to tell who's telling the truth and who isn't. It's an art that calls for close attention to both verbal and nonverbal signs, says private investigator and security consultant Joseph A. LaSorsa, a former senior special agent with the U.S. Secret … [Read more...] about How to tell when a job candidate or staffer is lying to you
Work habits
Editor's picks: Personal vs. professional life: setting boundaries Get organized or suffer The plain and practical side of medical office managing … [Read more...] about Work habits
Cultural differences create new frontier for office managers
By Steve M. Cohen bio With all of the discussion about harassment and other personnel issues, I'm surprised there's not more recognition of the different assumptions that people bring because of varying backgrounds and cultures. First, I'm not excusing boring or outright predatory behavior because of cultural or other differences. People must learn to live and … [Read more...] about Cultural differences create new frontier for office managers