Front Office First Impressions

Transcription

1 Front Office First Impressions How to train your Front Office staff to be an innovative and inspired part of your staff. 10 Day Training Module Day 1: Overview of IRG as a companyand what we expect from our FOC Staff Day 2: Computer training; Raintree, Zirme d, P drive, Outlook Day 3: Hands on training/job Shadow Day 4: Hands on Training/Job Shadow Day 5: Work at Clinic hired for, if no FOC currently there trainer to sit with for entire shift. Day 69: Succe ssfully runs the front on their own while be ing able to re ach out to any traine rs or sister clinic for help. Day 10: FOC traine r to return and check in at clinic, audit work, go ove r any questions and set up another follow if needed. Day 1 HR PowerPoint 1

2 Day 1 The IRG Culture Why We Do What We do (Ted talks video) VuA People don t buy what you do but why you do it. WHY How What Day 1 We believe in great customer service, in creating a family atmosphere, and in letting our passion for customer service drive our business. We do this by hiring the best healthcare professionals and support staff, fostering a innovative and passionate work staff that are here to make your life easier so all you need to focus on is getting healthy. 2

3 Policy's and Procedures Dedicated time for employee to read IRG handbook, HIPAA, and Fraud Waste and Abuse. Take quiz after each module What to Expect FOC Check list Make it clear what your FOC should expect in a day to day life in their job. Go over checklist of AM and PM daily duties and outline job duties. Conclude Day 1 IRG Power Point, Shows Staff and clinics throughout the year, what truly makes us such a great company 3

4 Day Two Welcome Back! Logins Collect all logins and show new employee how to log into each one (Time Force, Zpay, Computer, RT, Outlook, and any insurance websites they may need) P Drive Our P drive is the hub where all our forms can be found as well as any policy's or procedures. Each FOC will get a spreadsheet on Day 2 showing what is on P drive, each form has a hyper link to it. Outlook/Webmail Show how to login to outlook and webmail (logins are the same as network login) Create a IRG Signature Ex: Gracie Ryker, Office Manager IRG Evergreen Physical Therapy 5029 Evergreen Way Everett, WA T F Gracie.Ryker@irgpt.com pt.com 4

5 Phone Training Check voic Put a caller on hold Pick up a caller on hold Transfer calls to clinic/admin Transfer calls to other phones within your clinic Phone Etiquette Greeting should be bright, sound like you are smiling Answer Good Morning, Afternoon, or Evening, IRG (Insert your clinic name) this is (insert your name). Create your own great impression with a great introduction on the phone. Phone Etiquette Tone of voice should always be friendly Language should always be professional but not so professional it is void of feeling. Emotion/attitude shows through your voice easily. 5

6 Raintree Training Login How to access your schedule How to schedule Cut, Paste Difference between RS, CX, NS Difference between IE, RE, ST, PN Duration of appointments Raintree Training Inputting a new patient through the scheduler. Inputting a new patient through patient files. Break In order for your new employee to retain information you don t want to cram them to full. Make sure regular breaks are given to allow retention. 6

7 Zirmed Copays and payments on account All instructions for this is on the P drive Make sure money is organized and correctly gets courier to Accounts receivable. Mistakes with money can lead to bills being mailed out wrongly. First Impressions What we see. Facial Expressions Body Language Grooming and Clothes Physical Setting Speed of Response First Impressions What we hear. Friendly Greeting Tone of Voice Language Emotions 7

8 First Impressions Attitude What we think. Knowledge and Skills Willingness to help A Acknowledge A.I.D.E.T I Introduce D Duration E Explain TThank You Conclude Day 2 Conclude Day 2 with a quiz on what was taught today Scheduling Taking Copays First Impressions MultiLine phone use Phone Etiquette 8

9 Day Three/Day Four Job Shadow This is the portion of training that is for the FOC to really learn how to operate the clinic and run the front FOC Calendar In Conclusion We are only as strong as our weakest member. This is what makes a good training and follow up program so important. Employees thrive on knowing there job and doing it well, without proper training they can not achieve this. 9

10 Questions Front Office First Impressions How to train your Front Office staff to be an innovative and inspired part of your staff. Creating a Positive Patient Experience 10

11 Creating a Positive Patient Experience PPE = Awesome Customer Service Patients vs customers Developing a culture within your clinics Embrace giving awesome customer service Creating a Positive Patient Experience Awesome Customer Service Is more than implementing some clever programs Is dependent upon staff being on the same page (example my mother s experience) Starts with what we value what we believe Creating a Positive Patient Experience As we think, so we become 11

12 Defining Your Company Values Exercise: What does your company value? Overview For Today Roadmap for awesome customer service Cultivating a Culture of Care Creating a Meaningful Connection Capturing our patient s loyalty Cultivating a Culture of Care Must begin with how well we treat our employees Must be defined and communicated effectively Must be fleshed out clearly Must be monitored constantly and celebrated frequently 12

13 Cultivating a Culture of Care How well do you treat your employees? Cultivating a Culture of Care Defining & Communicating Values: Are your company values clearly defined? Cultivating a Culture of Care The Importance of Vision Casting: Communicating your company values will define the course of your business 13

14 Cultivating a Culture of Care Flesh Out Your Vision Specifically: Vision without execution is just hallucination ~Forbes Magazine Cultivating a Culture of Care Flesh Out Your Vision Specifically: Understand the motivations (the why s ) behind the vision Build a motivated team Set specific strategies (relevant, meaningful, measurable) Monitor and celebrate Cultivating a Culture of Care Get clear on what you value Starts with how you treat your employees Needs to be clearly defined & communicated Must include specific strategies 14

15 Create a Meaningful Connection Create a Meaningful Connection Between patients and staff Between patients and their appointments Foster a culture of connectedness Create a Meaningful Connection Between Patients and Staff : Their pain is our purpose They are the most important part of our day Every patient is differenttreat them that way Are we accommodating or rigid? Respect, respect, respect 15

16 Create a Meaningful Connection Between Patients and Their Visits: Rehab is a connected and continuous journey Create a Meaningful Connection Facilitate a Culture of Connectedness: Actions speak louder than words Beliefs drive actions Practical examples: o Thank you notes o Call backs o 30/30 Campaign Capture Their Loyalty 16

17 Capture Their Loyalty Cultivate lifelong patients Stay fluid in the midst of changing healthcare Implement innovative strategies Stay true to who you are Capture Their Loyalty The Changing Climate of Healthcare: If at first you don t succeed, try, try again. Then quit. No use being a damn fool about it! WC Fields Capture Their Loyalty The Changing Climate of Healthcare: Referral patterns Doctors vs Patients Patientcentered practices Patients want and expect more Marketing impact 17

18 Capture Their Loyalty The Changing Climate of Healthcare: Marketing Impact External marketing Physician s office vs community focus Internal marketing keeping patients loyal Strategic and innovative in our approach Wellness and niche practice Capture Their Loyalty Cultivating Lifelong Patients: If you want to win, do the ordinary things better than anyone else does them day in and day out. ~Chuck Noll Capture Their Loyalty Cultivating Lifelong Patients: The Tangibles Thank you notes Refer a friend program Perfect attendance awards Specific to who you are as a clinic 18

19 Creating a Positive Patient Experience Establish your company values Values drive actions Define & flesh out for your staff Facilitate a culture of care & connection Inspire loyalty Creating a Positive Patient Experience 19