Start Your FREE Membership NOW
 Discover Proven Ways to Be a Better Medical Office Manager
 Get Our Weekly eNewsletter, MOMAlert, and MUCH MORE
 Absolutely NO Risk or Obligation on Your Part -- It's FREE!
EMAIL ADDRESS



Upgrade to Premium Membership NOW for Just $79!
Get 3 Months of Full Premium Membership Access
Includes Our Monthly Newsletter, Office Toolbox, Policy Center, and Archives
Plus, You Get FREE Webinars, and MUCH MORE!
READER TIPS

Missouri staff train each other on solving the day-to-day issues

The best staff training, says a Missouri manager, is the training staff give one another. At the OB/GYN office, staff do just that. They hold training sessions for one another on a “when-needed, what’s-needed, and who-needs-it” basis. The office has four physicians and 25 staff.

There’s no set routine. The manager simply schedules an in-service whenever she sees a problem in the workflow. Perhaps the billing department isn’t getting correct data from the front desk or the nurses aren’t identifying labs or someone is having a hard time understanding a procedure. Sometimes staff ask for sessions.

Instead of explaining it herself to the people involved, the manager lets staff do the job. She names the people who will attend and appoints two staffers to be the instructors. Participation is limited to those who need to know about the topic, usually no more than six, and fewer if possible. Some sessions are even one on one. The two leaders are completely in charge because she believes the most effective education is peer to peer and department to department, with the manager standing out of the way. Afterwards, the trainers report back to her on what was covered and what results were achieved.

The sessions are held in a conference room where the office has installed a presentation computer screen. The large screen lets everybody see the why of things. If business office staff are explaining data collection to front desk people, they can pull up a billing screen and say, “When this is omitted, this is what it causes” or, “This is what helps us.”

Each meeting is strictly limited to 30 minutes. Longer than that, and people get overwhelmed with too much information. There is usually a session every two weeks, though if the office had more time, there could be one every week.

Through the educational approach, the manager says staff have come to view the rough spots of their jobs as topics to discuss and explain as opposed to complain about. Moreover, the approach has built self esteem, because it illustrates the importance of each person’s job. And it’s broken down the barriers between departments, because staff see how every person’s job impacts operations throughout the office.


Medical Office Manager wants to send you $100. Tell us how you solved a problem, implemented a successful program – or share any idea we can use in our Reader Tips column and we’ll send you $100. Contact catherine@plainlanguagemedia.com


Editor’s picks:

Develop a habit of training your staff and create a corporate culture of excellence


In California office, the training starts on day 1 and never ends


The four aces of hiring: work attitude, willingness, know-how, and personality


Close

EMAIL ADDRESS


PASSWORD
EMAIL ADDRESS

FIRST NAME

LAST NAME

TITLE

COMPANY

CITY / STATE

Try Premium Membership

(-0)