File: Practice Playbook/Team Rules
STAFF MEMBER - TEAM MEMBER JOB DESCRIPTION
You are part of, or joining, a team of individuals who are highly productive, committed to promoting our practice positively and effectively to our community. We have very high standards. You are now an integral part of this unique team all working together to achieve our purpose.
You have two different categories of jobs. The first category consists of certain assigned duties which will be somewhat different from other staff. For example, the duties of the Front Desk are different from Billing and Collections. The other category of job is that of Staff Member - Team Member. As a staff member, you have the same duties as everyone else. Anyone who is a member of the clinic team; doctor, CA, owner, janitor, consultant, all share the same duties. This job description defines some of the more important duties you have as a Team Member - Staff Member.
GENERAL MISSION of THE OFFICE
To deliver high quality chiropractic care to as many people as possible. We want to raise people's level of awareness about their health care and particularly their approach to spinal hygiene. (Your office should have its own individualized statement.)
MISSION OF TEAM MEMBER - STAFF MEMBER:
- To understand, value, and be committed to quality health care for himself/herself and others.
- To have a strong intention to help, which includes a sincere enthusiasm for what he/she is doing.
- To work with others as a team member. If we are all working for the same purpose, the chances of success are great. However, if one of us is not really a part of the team and has purposes contrary to the clinic’s, it is difficult to put together a group of people that can overcome the obstacles to creating a successful practice.
OUTCOMES
- Patients who have received the best possible care
- Patients who are satisfied with their service from us,
- Patients that are educated such that they will continue with their health care and refer new patients.
Team Member Checklist
“Success is the Sum of Detail”
Assessment Date:______Assessment Done by: ______
Fill In A = Always, M = Most of the time, S = Some of the time, N = Not this time / A M S N- Contribute to an atmosphere of warmth, cheerfulness, friendliness, caring and competence.
- Always acknowledge the patient and remember their name.
- Adhere to strict patient confidentiality. Remember, the relationship that a patient has with the doctor is a professional one and must be protected, both legally and morally.
- Never discuss any patient in front of another patient. This includes whispering. Leave the area entirely if it is necessary to discuss a patient.
- All external communication is positive. Despite what is going on with you on a personal basis, you always appear professional, enthusiastic, and caring. If you cannot do so at any given time, make arrangements with your supervisor to have your job covered until you can do so.
- Never discuss or criticize a staff member in front of a patient.
- There is a proper procedure for making corrections or airing grievances.
- Project an image of health and good health care habits. No smoking is allowed at our office.
- Attendance at our staff meetings is mandatory. These meetings may be used to discuss current and future business, staff communications, patients, education and training. Our staff meetings are scheduled for:______
- Keep your scheduled work hours, arrive on time. Be responsible for recording your hours, or you will not be paid for the time not recorded.
- Any employee responsible for the handling of cash will be held responsible for any shortage during their shift.
- Abide by the dress code of the office for your particular position.
- If you have more than one task to complete and cannot get all of them done adequately, it is your duty to work this out with your supervisor. Do not just "let it go."
- It is your responsibility to pass onto the doctor any comments made to you by the patients that could affect their care at our office. This includes both negative and positive comments.
- Always address the doctor as Dr.______while at the office
- Gossip will not be tolerated in this office. We must all strive to eliminate this. If someone begins to involve you in gossip, it is your responsibility to let him or her know that this is not appropriate team member behavior.
- Keep your job descriptions, procedures, and policies current with any new information that is given to you and review this periodically. Be prepared to be asked specifics about your job descriptions, and any procedures and policies connected to your job.
- Always answer the phone according to the phone procedure.
- Schedule patients according to the scheduling procedure.
- Perform opening and closing duties when you are the first to arrive or the last to leave the office.
- Maintain an adequate inventory of supplies that relate to your position.
- Do the majority of inter-office communication in the form of written memos as appropriate.
- Maintain a smooth and efficient flow of paper work and communication by the mail center properly.
- Be responsible for doing your part in keeping the patient flows smooth and efficient by following patient procedures and protocols for each day according to the flow chart.
- Any requests for new equipment, supplies not already established as routine, new policies, or time off must be submitted to your supervisor in the form of "Staff Proposal Forms" and "Purchase Orders".
- If there is any confusion or grievance about anything, please discuss the situation with the individual(s) involved and if this doesn't bring about a satisfactory solution, discuss with your supervisor.
- Each staff member is responsible for seeing that the procedures of this office are carried correctly. If you see another member altering our policies or procedures, it is your duty to correct them. If this does not result in the problem being resolved, get help from your supervisor.
- Be responsible for your job. This includes all of your job duties as outlined in your job description.
- Be responsible for the appearance of the office, especially your area. The visual image we project is a promotional tool. We always want to present a neat, clean and professional appearance of our office and ourselves.
- You are expected to encourage our patients to refer others to our office. We would also encourage you to refer your friends, family and acquaintances to the office.
Petty, Michel & Associates 1999 1.2 JD-General Staff.3a– Revised 5/26/2009