ROCKSTAR Medical Office Staff
ROCKSTAR ROCKSTAR
MEDICAL OFFICE MEDICAL OFFICE
STAFFSTAFF
ROCKSTAR Medical Office Staff
Challenges:Challenges:
Healthcare is a difficult environment
Demanding, needy patients
ROCKSTAR Medical Office Staff
Challenges:Challenges:
Demanding, needy doctors
Patients who are sick, scared and overwhelmed
ROCKSTAR Medical Office Staff
Do you want your office to be a comfortable place?
Do you want your patients to leave feeling better than when they came
in?
ROCKSTAR Medical Office Staff
Traffic cops - Front and Back working together - communication
is key
ROCKSTAR Medical Office Staff
Develop a culture of customer service and excellence
ROCKSTAR Medical Office Staff
RROCKSTAROCKSTAR
RR-Respect
BRAINSTORM “R ”
RROOCKSTARCKSTAR
O-
Outstanding
BRAINSTORM “O ”
ROROCCKSTARKSTAR
CC- Courtesy
BRAINSTORM “C”
ROCROCKKSTARSTAR
KK--KnowledgeKnowledge
BRAINSTORM “K ”
ROCKROCKSSTARTAR
S-S-Superior Experience
BRAINSTORM “S”
ROCKSROCKSTTARAR
T-T-TeamworkTeamwork
BRAINSTORM “T ”
ROCKSTROCKSTAARR
A-A-AttitudeAttitude
BRAINSTORM “A ”
ROCKSTAROCKSTARR
RR--ResponsivenesResponsivenes
ss
BRAINSTORM “R ”
ROLE PLAY
1. Front Desk
2. Medical Assistant
3. Front Desk vs. Clinical
Overview
5 Major Points of Contact
1.Front Desk sets the tone for the visit.2. Medical Assistant is in charge of “patient flow” (Coach and Coordinator).
Overview5 Major Points of Contact
3.Doctor must communicate directly and efficiently without making the patient feel rushed.
4.Checkout is time sensitive and needs to be efficient.
Overview5 Major Points of Contact
5. Billing department must be accurate and decisive handling the insurance and payment issues with the patient.
Who wants to be a Healthcare
ROCKSTARROCKSTAR?