Medical assisting Administrative and clinical procedures (5e) Chapter 56 Practice management

CHAPTER

56
Practice
Management
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56-2

Learning Outcomes
56.1 Explain the basic organizational designs of
the medical office and the relationship of the
physician and the medical assistant with the
practice manager and direct supervisors.
56.2 Describe the responsibilities of the practice
manager.
56.3 Summarize the basic human relations
functions in practice management.

© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-3

Learning Outcomes
56.4 Distinguish the four traits of someone with
leadership skills and the importance of these
skills to the healthcare team.

56.5 Compare risk management and quality
assurance in a medical facility.

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-4

Learning Outcomes
56.6 Calculate an employee’s gross earnings,
deductions, and net earnings for a pay
period.
56.7 Describe the tax forms commonly used in the
medical office and the purpose of the
office tax liability account.

© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution
in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-5

Introduction
• Physicians less likely to manage office
• Medical practice manager
– Day-to-day operations
– Works with physicians
and staff

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-6

Organizational Design
• Organizational chart
– Supervisory structure
– Reporting relationships

• Effective functioning

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56-7

Physician-Owned Medical Practice
Direct responsibility for
direct patient care

Ultimate responsibility

Daily operations and
administrative
functions

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56-8

Company-Owned Medical Practice
Ultimate
responsibility

Patient care
responsibility

Equal in
rank &
collaborate

Daily operations and
administrative functions

Collaborate

Midlevel
providers
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-9

The Chain of Command

• “Rank” and accountability
• Authority is passed down the chain
• Understand the chain of command
– Know who your supervisor is
– Stay within the chain of command

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56-10

Apply Your Knowledge
What is the purpose of an organization
chart?
ANSWER: An organizational chart shows the
supervisory structure and reporting relationships
between different functions and positions.

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-11

Managing the Medical Practice
• Responsibilities
– Communication
– Compliance
– Physical plant

– Financial viability
– Risk management
– Customer care and satisfaction
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Communication Skill of the
Practice Manager
• Exceptional skills

• Communication

– Verbal and written

– Appropriate

– Interpersonal skills

– Respectful

– Knowledge of
business

– Timely

– Problem-solving

56-12

– HIPAA compliant

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56-13

The Policies and Procedures Manual
• Key communication tool
• Policies
– Guidelines
– Chain of command
– Statement of intent or goal  procedures

• Procedures - manner for carrying out
policies
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56-14

Licenses, Certifications, and Contracts
• Staff credentialing
• DEA forms
• Staff training and certification
• Licenses for operation of facility
• Insurance requirements
• Business contracts

• Compliant with reporting authorities
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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-15

Budget and Overall Finances
• Budget – predicts expenses
and revenues
• Practice manager should
– Know total expenses
– Review and renegotiate contracts
– Make budget cuts if necessary

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56-16

Budget and Overall Finances (cont.)
• Managing petty cash
– Start and maintain fund
• Check for cash
• Vouchers and petty cash record
• Document each withdrawal

– Replenish fund
• At minimum level

• Total vouchers and receipts disbursement record

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-17

Managing the Medical Practice (cont.)
• Scheduling and travel
• Other Business functions
– Technology systems
– Mailing and shipping resources
– Inventory and supply
– Marketing and public relations

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-18

Apply Your Knowledge
List the responsibilities of the practice
manager.
ANSWER: Responsibilities include:
Communication within and outside the practice
Maintaining the P & P manual
Ensuring licenses, certifications, and contracts
are current

Maintaining the budget and office finances
including petty cash
Staff scheduling and travel
Keeping technology current

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


Human Relations and Practice
Management

56-19

• Employee related issues
– Hiring and terminating
– Training
– Benefits
– Labor relations

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56-20

The Hiring Process
• Federal, state, and local regulations
• Interview – legal vs. illegal questions
• Interview process and orientation

– Competencies
– Policies and procedures
– Cross-training

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56-21

The Hiring Process (cont.)
• The basics of successful hiring
– Find the most qualified person
– Check references carefully
– Have a salary range for negotiation
– Discuss policies, procedures, and
expectations
– Train properly and retrain as necessary

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56-22

Orientation and Staff Development
• Orientation
– The organization
– Health and safety
– The employee’s job

• Employee
handbook
– Sexual
harassment
– Attendance policies
– Dress code

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.


56-23

Orientation and Staff Development (cont.)
• Probationary period
– Staff development and training
– Determination of “fit”
– Termination without cause

• Performance reviews
• Training and staff development records
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56-24

Staff Communication
• Staff meetings

– Agenda
– Minutes or notes

• Bulletin boards
• Open-door policy
• Suggestion boxes

• E-mail
• Newsletters

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56-25

Labor Relations
• Employee – management issues
• Functions
– Overseeing grievance process
– Mediation
• Facilitates communication
• Focus on issues of
disagreement
• Conflict resolution

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in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.