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
Technology
Increased adoption of HIPAA electronic claims-related processes can save more than $8 billion annually
The U.S. health care system is unnecessarily spending billions of dollars each year by continuing to use manual administrative processes for basic transactions, according to the 2015 CAQH Index®, a report from CAQH, a non-profit alliance and leader in creating shared initiatives to streamline the business of health care. Despite steady increases in industry adoption of … [Read more...] about Increased adoption of HIPAA electronic claims-related processes can save more than $8 billion annually
Changes to watch for in disability and absence management
Employee leave continues to undergo change and become increasingly complex. Although several regulations, such as the Family and Medical Leave Act (FMLA) and Americans with Disabilities Act and Amendments Act (ADA/AA), have been in place for several years, legal interpretation and application are subject to ongoing clarification. Meanwhile, regulatory initiatives under the … [Read more...] about Changes to watch for in disability and absence management
When patients can’t get into the doctor’s office, but need medical attention
Telehealth offers options for patients who seek medical attention for common ailments but can't get in to see a doctor. Recognizing the need, and the opportunity, health care providers are increasingly embracing telehealth. Blue Cross Blue Shield of Massachusetts' members can now use their smartphone, tablet or computer for a real-time, secure telehealth visit with a doctor or … [Read more...] about When patients can’t get into the doctor’s office, but need medical attention
You can’t do it all
By Steve M. Cohen bio I've been asked, even criticized, about focusing too much on the "soft" side of management. I'm asked why I don't discuss more "concrete" issues like medical billing software or the latest Medicare requirements. One answer is that these are not my areas of expertise. But the most important answer for you is that these are not the really … [Read more...] about You can’t do it all
Get a grip on costly office gossip
By Dr. Steve M. Cohen No matter how distracting, office gossip is something that no manager will ever completely eradicate. Like other human foibles, it's too ingrained in our systems. That doesn't mean you should ignore it or let it dominate your workplace. Office gossip is increasingly dangerous to many workplaces, including medical offices. It's not that people do it more … [Read more...] about Get a grip on costly office gossip
Old policies can be worse than no policies
By Steve M. Cohen bio Office managers have a great deal of work that is unexciting at best. Topping this list may be updating policies. But with recent court rulings, new regulations, and other changes, it's more than likely that your policies need a bit of updating. It's a mistake to assume that you can "just get by." One error that many make is confusing "policy" … [Read more...] about Old policies can be worse than no policies
More than half of workers more committed to personal life
Work-life balance may become a reality, if workers have anything to say about it. According to research from staffing firm Robert Half, 54 percent of professionals have increased their commitment to their personal life over the last year. Thirty-eight percent of those surveyed say they are more committed to their career, and 34 percent cite additional dedication to their … [Read more...] about More than half of workers more committed to personal life
Your biggest job? Motivating your staff
By Steve M. Cohen bio There are a lot of tough jobs associated with managing a medical office. One of the most difficult is motivating your staff and keeping them motivated. This area is difficult for several reasons. It's intangible—you can't always see the results, at least not immediately. What works for one person often won't work for another. Worst of all, it's … [Read more...] about Your biggest job? Motivating your staff
Cybersecurity and social media top compliance concerns
Cybersecurity is a top compliance concern according to a survey of compliance professionals conducted by Health Care Compliance Association (HCCA) and the Society of Corporate Compliance and Ethics (SCCE). In January 2016, HCCA and SCCE surveyed 900 individuals, suggesting 38 potential compliance issues and asking them to pick no more than 10 in answer to the question: "What … [Read more...] about Cybersecurity and social media top compliance concerns