unit 6 managing the office. chapter 17 office managerial responsibilities
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Unit 6
Managing the Office
Chapter 17
Office Managerial Responsibilities
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-3
Learning Objectives
Discuss reasons for staff meetings Describe ways of increasing office
productivity Set up and supervise a file to track
maintenance of office machines and equipment
Understand laws to treat and dispose of office waste
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-4
Learning Objectives
Understand the reasons for using credit cards for office purchases
Employ the services of a travel agent and verify travel arrangements
Locate travel help sites on the Internet
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-5
Performance Objectives
Prepare a staff meeting agenda Set up a staff meeting Compile and maintain an employee
handbook Develop and maintain an office policies
and procedures manual Prepare an order form to obtain office or
medical supplies
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-6
Performance Objectives
Pay an invoice Establish and maintain inventory Perform tasks to prepare for and conclude
a business trip Assemble travel expenses into a report
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-7
Performance Objectives
Abstract data from a catalog and key an order form
Complete an order form for office supplies Perform basic office mathematics Prepare a travel expense report
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-8
Heart of the Health Care Professional
Service The office manager (OM) can set the
scene of service within the medical office by exemplifying a responsible and caring attitude.
Demonstrate initiative to render prompt service and quality care.
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Office Manager
Oversee the adm/clinical staff Act as a liaison between staff and MD Chain of command (staff-OM-MD) Needs to foster team spirit Firm but flexible Open door policy
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Office Manager
Duties include: hiring/firing staff Delegate duties: office maintenance,
ordering supplies Financial papers, payroll Pt edc of office policies Remain abreast to current trends Travel arrangements Etc…
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Office Manager
Increase office productivity• Improve efficiency• Increase income for the physician• To accomplish may include:
– Promote specialization– Employ part time help– “Job sharing” to decrease over head– Continuing education– Current reference material
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Office Manager
– Initiate flex time– Cross train– Promote in-house expertise– Newer equipment– Notebook of hints – Pay back unused sick time/ bonus– Minimize distractions
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-13
Office Manager
Staff meetings- establish good communication among staff• Agenda
– Distribute prior to meeting– Specific but open ended
• Minutes– Content to include (pg 461)
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-14
Office Guidebooks
Employee handbook (personnel manual) Include:
• Job description• Sick/ vacation time• Family and Medical Leave Act
– Dev 1993 effects employers with 50 or more employees
• Americans with Disabilities Act– Dev in 1990 effects employers with 15 or more employees
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-15
Office Guidebooks
Office policies and procedures manual- describes office routines and practices; how to perform a tasks
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-16
Office Security
Encourage staff members to keep valuables locked in drawers or cabinets.
Minimize the number of prescription pads to one per doctor; lock remaining pads in a desk drawer.
Never leave the reception room unattended; close all blinds and curtains tightly at the end of the day.
Lock filing cabinets, cash boxes, and cupboards containing controlled substances.
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Office Security Install burglar alarms with digital coding that may
be changed periodically. Keep careful records of keys that have been
distributed, make sure employees leaving the practice return all keys.
Ensure inside and outside doors lock with separate keys
Make certain unattended doors cannot be opened during the day
Lock office doors/ secure windows even if the physician is on the premises if you are the last staff leaving
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-18
Office Security
Install cylinder guards on locks and dead bolts with at least an inch throw; hang doors on inside hinges
Use mercury/ metallic vapor lamps which are unbreakable
Install burglar-resistant glass. Advertise security measures Notify the answering service when the office is
closed. Keep shrubbery no higher that 3 feet
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-19
Office Security
Install system that can be activated Suggest staff members leave the office together
after dark. Be alert for loiterers Disconnect computer modems at end of each
day Mark all equipment with identifying marks;
record serial numbers and take pictures of items to store in a safe.
Contact local police for other suggestions
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Office Supplies and Equipment
Reduce supply expenses• Establish baseline• Set budget• Comparison shop• Buy selected items in bulk• Take advantage of special discounts• Maintain friendly attitude with vendors• Track inventory
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Office Supplies and Equipment
Order supplies- consider quality, price, and service when choosing a vendor• Purchase orders (pg 468)
– Once accepted becomes legally binding purcahse contract
– b/u (backorder)– Packing slips
Pay invoices
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Invoice
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Inventory Control of Office Supplies
To maintain a good inventory control system the following information needs to be available:• Office supply catalogs• Up to date list of supplies• Number of items on the shelf• Reorder point• Time need to restock item
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Inventory Control of Office Supplies
Computerized systems Manual system
• Types of systems used in inventory control:– Check against reorder point with each use– Card system
Storing office supplies (pg 473) Equipment maintenance
• Surge protectors• Service file folder
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Business Travel
Travel arrangements• Make sure applications for seminar are complete• Make reservations promptly• Establish a travel folder with MD preferences• Develop itinerary• Note confirmation numbers, clerk, date, and time• Times in local time• Cancellation charges
Travel agent• Consider agent if multiple stops planned• Make sure agent is aware of preferences
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Business Travel
Airline travel reservations• Airline luggage• Check tickets if mailed
Hotel and motel accommodations• If late arrival planned make sure hotel is aware• Check for special rates for conferences• Electronic services (internet, fax, etc.) available• Cancellation
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-27
Business Travel
Car arrangements- prefer shuttle or car rental services Foreign travel
• May need a passport• Forms available at post office• May request larger book (24 vs 48pgs) • Visa required for certain areas- usually local consulate has
approved for ind to travel to area• Inoculations
Travel help on the Internet Finalizing travel details Medical meeting expenses as tax deductions (pg 483)
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-28
Employer Responsibilities
Recruitment and hiring• List job availability in local paper, employment
agency, and local colleges• Applicant screening
– Review applications and resumes
• Personal interview– Avoid questions prohibited by the Equal Opportunity Act ’72– Use open ended questions– “first impression”– Ask for references– Explain office polices– Let applicant ask questions
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Employer Responsibilities
Orientation and training• Introduce to staff• Provide office tour• Copy of policies and procedures• Copy of handbook• Meet weekly during probationary period• Work with employee supervisor• Set date/time for probationary completions review• Employee who does poorly during probation should
be let go
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Employer Responsibilities
Evaluations of performance and salary review• Eval should be signed by employee and supervisor
Termination of employees• Terminating employee role of OM if OM performs the
hiring• Make sure employee aware of deficiencies on
previous reviews• Termination discussion should be done at the end of
the day• If asked questions by would be future employer
regarding employee terminated only answer would not rehire
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Stop and Think
Calculate Prices for an Order Form You are preparing to order the following
items from a supply company:• 10 reams of paper @ $2.79/ream• 3 six-inch desk rulers @ .69 each• 5 packages of transparent tape @ $5.85/pkg.• 10 glue sticks @ $1.89 each
Copyright © 2004 by Delmar Learning, a division of Thomson Learning, Inc. ALL RIGHTS RESERVED. 2-32
Stop and Think
• Calculate the amount for each item.• Add the appropriate sales tax for your state.• Add a shipping charge of $5.88.
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