File: Management Binder \ ManagementPetty, Michel & Associates

OFFICE MANAGEMENT CHECKLIST &

JOB DESCRIPTION

GENERAL DESCRIPTION

The role of Office Manager (also Office Coordinator) is very part time, usually taken on by the most senior CA in the office. Under ideal circumstances, It should take no more that 2-5 hours extra per week, though at times it can take much more. The duties of the O.C. are those generally that fall outside of other departments, such as the Front Desk, or Billing

POSITION PURPOSE

To help the Clinic Director and staff achieve the mission of our clinic by:

  • Ensuring that all policies, procedures and systems are properly followed.
  • Ensuring that practical future projects are planned, started, followed through, and are completed in a timely fashion.
  • Ensuring a smooth and efficient patient flow.
  • Creating an environment where patients feel competently cared for, and where staff can work together as a team.
  • Assisting the staff in helping the doctors provide quality services to patients.

POSITION OUTCOMES

  • A happy, growing office that is smoothly running and following office procedures.
  • Very happy patients getting relieved of pain improving their health
  • Patients very happy with their service
  • Patients completing their treatment programs
  • Referring patients

PERFORMANCE MONITORS

  • Percent of policies and procedures always in use
  • General office statistics, such as new patients, office visits, over the counter collections, etc.
  • Projects completed on time.

REPORTS TO

  • Office Clinic Director

DUTIES, RESPONSIBILITIES AND PROCEDURES OF THE OFFICE MANAGER:

_____1.Ensure that doctor is aware of office manager position and agrees to its duties as listed herein, and the necessary amount of time is allotted each week to perform the functions stated in this job description.

_____2.Ensure that the purpose of the clinic and the mission of the clinic are alive and strong in the clinic.

_____3.Ensure that all staff are performing their duties in accordance with departmental checklists and manuals, and their job descriptions.

_____4.Ensure that all procedures in the office are done in accordance with approved clinic policy.

_____5.Works with the Clinic Director in setting expansion goals for the clinic, and in planning out projects and action steps to achieve them.

_____6.Responsible for smooth patient flow and correction of any situation that is slowing down or stopping this flow.

_____7.If a staff member is not at work, it is the office manager’s responsibility to see that this vacancy is filled, either by the OM or someone she delegates.

_____8.If a staff member is not doing some part of their job description adequately after repeated requests, instruction, and or direction, the OM may have to do it herself to get the job done. Afterwards, she should over with the staff member what their correct action should have been.

_____9.Educate patients whenever possible and appropriate and ensure that all staff members are educating patients.

_____10.Sees that accurate balancing of all clinic transactions (patient accounts, statistic report sheets, etc.) is done.

_____11.Meetings. Conducts staff meetings in conjunction with Clinic Director. Conducts daily mini-meetings in conjunction with Clinic Director, as appropriate. Once a week, or as appropriate, the office manager should have a CA meeting. This meeting would be with the CA's only, and would provide an opportunity to coordinate with each other on practical matters concerning the efficiency of the office.

_____12.“The 5 minute briefing”. The Office Manager should meet with the doctor everyday for about 5 minutes and brief him on the clinic statistics and the process of current projects, get from him any concerns that he may have about the office so that she can look into them and report to him about them the next day.

_____13.Delegates work to other staff when necessary, with approval of clinic director if appropriate. Refers to departmental checklists for assignment of duties.

_____14.Conducts job reviews, in conjunction with Clinic Director.

_____15.Sees that daily, weekly, and monthly stats are compiled and reported.

_____16.Sees that the new patient and reactivated patient intake procedures are effectively and correctly done. (1st and 2nd day New Patient procedures).

_____17.Sees that the regular patient and maintenance patient procedures are effectively and correctly executed, such as re-exams, post reports, re-exams, re-reports, final post report and conversion to maintenance program.

_____18.Hires or terminates staff with the Clinic Director's approval.

_____19.Responsible for training, correction, and discipline of staff, with the doctor's help as needed.

_____20.Responsible for ensuring that each staff member understands and follows departmental duties, job descriptions and policies.

_____21.Ensures that good communication exists between all staff and Doctor(s).

_____22.Responsible for accurate petty cash, and that all money spent has a dated receipt and what was purchased.

_____23.Ensures that the clinic is neat and clean, and well equipped with supplies, from bathrooms to treatment rooms.

_____24.Ensures that all supplies are ordered and neatly put away.

_____25.Ensures that all staff are friendly and courteous.

_____26.Ensures that employee job and policy manuals are current.

_____27.Ensures that promotional actions are in place on a daily, weekly, and monthly basis. (Birthday cards, warm greetings, etc.), including all patient education procedures.

_____28.Handles all staff questions and confusions, or office problems, by reference to clinic policies or procedures as appropriate.

_____29.Ensures that vacation times are coordinated with staff and doctors in accordance with office policy.

_____30.Ensure goals are set, and plans are worked out to achieve them with the Clinic Director and staff as appropriate. They should list minor action steps, or more major projects, with specifics of who is in charge of each, and completion dates. Practice planning is usually done on a monthly or quarterly basis, but small actions steps or projects can be agreed upon at weekly staff meetings. ("Plan your work, work your plan").

_____31.On occasion, help the clinic director with special projects, time permitting. Projects are a series of action steps with a completion date which are designed to implement a new or one-time procedure. These are sometimes of a promotional nature, such as "put on our annual food drive", but can also include such things as: "Hiring a new staff member", "Research and submit a purchase order for clinic shirts", or "Implement New Patient Education Procedures “.

_____32.Unless otherwise delegated, the office manager is also the Marketing Coordinator. That is, she ensures that all ongoing marketing activities are delegated as projects, listed on a marketing checklist and or promotional calendar, and executed in a timely manner.

_____33.The office manager supervises the Front Desk, Billing and Collections, Therapy, Diagnostics, Hallway and Patient Pouting, Marketing, and any other administrative area as assigned to her by the clinic director. She should monitor these by statistics, system checklists, and compliance with office policy and procedures. If a department is not doing well, it is up to her to correct the situation. Her tools to correct a department include: Coaching, training, guidance, correction (always referring to office manuals) personal communication, general support, and then disciplinary actions such as verbal and written warnings, and suspension. If the situation warrants, she can also do the job herself. Ultimately, she may have to replace personnel. All major disciplinary actions should be coordinated with the clinic director.

PM&A  1997 1.2-JD-OM.doc – Revised 10/10/18Page 1 of 4