Office Management 101 - What You Need To Become A Successful Practice Manager | NextGoodThing Academy | Skillshare

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Office Management 101 - What You Need To Become A Successful Practice Manager

teacher avatar NextGoodThing Academy, Training Designed to Elevate You

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Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

14 Lessons (49m)
    • 1. Practice Management Intro

    • 2. Lecture 2 Understanding The Practice Manger Role

    • 3. Quiz

    • 4. 3 Patient Management Copy

    • 5. Lecture 3 Staff Management

    • 6. Lecture 3 Systems Implementation Monitoring

    • 7. Lecture 3 Introducing HR Concept

    • 8. Lecture 3 Managing Doctor s Expectations

    • 9. 4 Skill Set Staff Management

    • 10. 4 Skill Set Systems Implementation Monitoring

    • 11. 4 Skill Set Patient Management

    • 12. 4 Skill Set Doctor s Expectations

    • 13. Lecture 4 Recap

    • 14. Conclusion Lesson Key Concepts 0eUHMLoplaDk beta

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About This Class

This introductory course will give you an insight of the main areas of responsibility and influence of a successful practice manager. It will teach you:

  • Basic principles of practice management and functions of a practice manager.
  • The manager role and responsibilities
  • The skills set necessary to master the role of a  practice manager successfully.

You will also be able to assess your knowledge on the topic and identify some gaps that you may need to bridge to be more productive in this role.

We will find in this course a quiz and additional material to help you in your learning journey of career advancement.


Why should I enroll

I have used my years of experience in Business Consulting and Practice Management field to gauge all this information and bring this course for you.  This course will help your goals about advancing in your career; it will give you valuable insight into this role, and you will be on a path of making a good chunk of money per year.

Remember, I am here to help you and to make the path to becoming a successful Practice Manager less painful. 

You have nothing to lose! It is a fast course, with free additional material and you will walk away with a solid concept of this role and what you need to master it.


Meet Your Teacher

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NextGoodThing Academy

Training Designed to Elevate You


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Our team of social media gurus, consultants and thinkers enable us to explore and navigate from the common seek concepts to the most innovative topics. Bringing you value with insightful tips so you can succeed on your journey.

Next Good Thing Academy empowers individuals and organizations to embrace e-Learning to stimulate growth leading to positive life choices.

Our animated courses are professionally created to bring some fun to your learning experience, and our 60 minutes courses are designed to maximize your learning curve, attention and retention capacity.

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Business Management

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1. Practice Management Intro : hi and welcome to our course what you need to become a successful practice manager. We're happy that you chose next good thing academy to support your learning goals. I am Karina and I am bringing to you this course packed with information and the knowledge that I have acquired as a business consultant working in the practice management field for several years, I have met hundreds of practice managers in different stages of their careers, and some of them were still struggling with basic concepts of practice management. I don't blame them. It's not unusual to see people promoted to new responsibilities, even though there is a huge gap related to knowledge or skill set to execute this role successfully. I am here for you. I want you to know that I understand you. I understand your struggles. I understand your stress. I understand your questions, and I'm here to help you clarify all of them. I don't want these missteps that I've seen during my consulting years to cause you stress. I believe that knowledge is power and with wealth of information, this course is bringing you. You will be on your way to be the practice manager you have always wanted to be. Let's think of it this way. Result is a product of acquired knowledge moved into action with commitment and consistency . This course has been designed with you in mind, and one thing I know for sure you can advance in your career, get a better pay and achieve your career goals if you put into action what you learn from this material. During this course, you will learn what a practice manager is, what role they execute in a practice and what skill set is necessary. Toe. Execute the job successfully. You will also learn what the practice manager core functions are in an office and finally, what the essential interpersonal skills are for an effective practice manager. Our goal is that by the end of this course you will have a clear understanding of the main competencies of this function. Where are the gaps that you must bridge to perform this function with excellence and get some perks and extra material to support you in your development? So let's not wait any longer and let's get started 2. Lecture 2 Understanding The Practice Manger Role : lecture to understanding the practice manager role. Who is the practice manager and health care. A practice manager is an administrator who runs a doctor's office, group, practice, medical clinic, hospital department and or any other form of medical offices. They're sometimes called office managers, practice administrator's office managers, practice administrators, health care administrators and health care executives. Let's explore some of the administrative tasks performed or coordinated by office managers . Budget for office expenses, office supplies and clinical supplies. Billing and bookkeeping. Judy's are also tasks mostly performed by office managers, running and analyzing practice reports, managing the staff, coordinating meetings, training schedule and handling payroll. Some office administrators, maybe very hands on in the operational routine of the office. Depending on office size and staffing, an excellent practice manager must work closely with the staff and the doctor to help everyone perform their duties efficiently and to efficiently manage doctors expectations. This role focuses on administrative tasks, but there is another important aspect which managers play a crucial role. It's called patient experience. What if we could organize thes tasks itemizing them into departments? I think it would be easier for you to have a better view of the practice managers reach. When we group the tasks into their corresponding department, we will observe four main administrative branches that the office manager will directly act upon and will show influence staff management systems implementation and monitoring patient management and doctors expectations. In Section three, we will explore each of these core functions more in detail along with the skill set necessary to perform the roles successfully. But before we move on to our next lesson, let's quickly recap in our first lesson. We have just learned the practice. Health care Manager is the office administrator who runs a medical practice. Their rule is mostly administrative, but they influence other areas of the practice. We have listed the four departments the practice manager needs toe overview staff, patient doctor and systems management are part of the practice management core functions. Now you know who the practice manager is. You have a basic understanding of their tasks and areas of influence. Next, let's work on a manager skill assessment quiz 3. Quiz: 4. 3 Patient Management Copy: what is patient management. Patient management refers to an entire system of care involving both patient and practice in this category. The practice dictates the protocols and procedures for patient care along with the environment where care takes place. Patient management is a centric core function, establishing the tone of patient relationships. What are the responsibilities of this core function? The cycle of patient management is complex and varies from clinic to clinic, depending on patient condition and standard of care of the practice. It also depends on health care segment and DR Standard of care requirements. The office administrator is responsible for over viewing the process and ensuring that all stages of patient management cycle occur within established perimeters previously agreed and documented with doctors and the team. Usually the patient management cycle encompasses one pre examination, which is the stage starting with the patients first call to scheduling an appointment. This is a vital stage because it is when the patient establishes their first contact with your practice. It is when the perception of your office and services becomes the so called first impression. During this stage, the staff starts preparing for patient arrival, collecting and documenting patient and insurance information. When applicability to examine nation comes next, the patients become in contact with the clinical staff. During this stage, the conditions or assistance in question will review medical history. Clarified questions. Perform the necessary tests to be able to evaluate patient condition. Three. Evaluation and diagnosis will follow. After the examination is performed, the doctor will assess the data to determine what the diagnosis is. These are clinical phases which the doctor is responsible and in control. But the practice manager must be aware of the documentation that needs to accompany patients files to ensure compliance. The behavior the clinical personnel must use while handling patient interactions. Compliance with patient Bill of Rights four. Plan of Care and continuing care. During these stages, the patient is informed of the recommended course of treatment by the doctor and staff. This is when the treatment is presented to the patient and the patient falls. The doctor's recommendations, Plan of care or treatment presentation stage is very significant because it is a stepping stone to patients, understanding of their condition and enablement for continuities of services. Stellar practice managers are the ones who understand the plan of care and can implement continuing care solutions. Continuing care solutions is beneficial not only to the patients help, but also to the practice revenue stream. Due to the health care costs and market competitiveness, there is another component that recently has been taking the spotlight related to patient management. It is what consultants and practice administrators call patient experience. Practice managers recently have been focused on a the patient's perception on the services offered be what matters to the patient the most see how to allow a smooth experience as the patient moves on the patient management cycle so the patient can become a loyal customer. Ensuring a positive patient experience is the cornerstone of a well managed office. 5. Lecture 3 Staff Management : lecture three. Practice Manager Core Functions Responsibilities in this session. As we expand into the practice managers rule, you will understand how the tasks listed in the previous lecture associate to the four core functions of practice management. We start with staff management. What is staff management staff Management is the ability to manage employees and employees Relations Staff management has an objective to ensure the employees have the necessary resource is and support toe execute their functions adequately while enforcing order and consistency for operational flow. So what would be the responsibilities of this core function In a health care practice, staff management encompasses employees relations and conflict management, recruiting, employees, training, development and performance. Ideally, a good manager in this function leads the team towards employee engagement, High morale and productivity. Staff management is a core function that is part of human resources Department. For this reason, managers must understand team dynamics conflict management and should have the ability to encourage good relationships within the team toe, Execute staff management efficiently 6. Lecture 3 Systems Implementation Monitoring: what does precisely systems implementation and monitoring mean to your health care practice ? It's simply your best practices in this area of your role As a practice manager, you will identify, define, design, develop, implement and monitor procedures and protocols for your office. Your area of responsibility will focus on the process of creating policies and protocols relevant to your operations that work to have the practice running smoothly, managing compliance with HEPA and wash a state and federal regulations. Managing financial and sensitive information. Creating documentation for optimum operational workflow, running and analyzing reports to gather practice and management indicators. Ensuring validity of the practice contract with insurance companies, contractors, among others. These are vital areas and health care practice starting by the one office policy manual or employee handbook, every single practice must carry an employee handbook does not matter how small you are or how few employees you have. The office policy manual states your state employment law along the specifics of your business. An employee handbook is a basic ground for employees understanding employment rules, condition and benefits as they join your team. If you do not have any human resource is professional on your team, My recommendation is to have your employee handbook reviewed by a lawyer to ensure compliance with laws and regulations. If you are using a payroll service provider such as paychecks ADP, they can always help you with your employee handbook to office procedures manual. The office Procedures manual will reflect your operational flow ins and outs. The difference of this manual to the employee handbook is the operational manual usually does not describe employment conditions as they handbook does. The office procedures manual should document how your team should carry their duties and how to handle exceptions. Some examples of what your office procedure manual could include our job descriptions for all the positions specifying their tasks in a more detailed way. Template of documents, letters, reports that air used by your staff with instructions on how to obtain them, practice hours of operations and how to handle emergencies. How to manage difficult patients. Patient management flow. Three. Compliance comes next, so healthcare compliance is a general term. Describing the observance of conventions, guidelines and state and federal laws that health care must follow, I would like to divide compliance into two main categories. Regulatory compliance and non regulatory compliance regulatory compliance is the organization's goal to ensure that they are aware of and take steps to comply with the regulations, laws and policies. A few examples of the most known and this category are HEPA. Health Insurance Portability and Accountability Act is regulated by the Department of Health and Human Services, which focuses on patient privacy. OSHA, Occupational Safety and Health Administration, who is responsible for ensuring safety at work and a healthful work environment. I encourage you to look in depth of which regulated bodies are in your medical field, that you practice must follow compliance regarding non regulatory compliance. My definition would be when state or federal law doesn't not govern the internal practices , guidelines, protocols and procedures, they are relevant to its business. On Lee, these are the best practice is defined in the office procedures manual that have been catered to your office. Compliance insures order and consistency and health care practice, and it's an important core function of a practice administrator. It doesnt not mean the responsibility can't be shared amongst the team, but most definitely the office always benefits from having one compliance officer in charge , along with checklists for safety and help the safety and health of the employees and patients in your office are one of the most critical business consideration. A safety and health management system cover the health and safety at work place guidelines and policy in a practice. The planning process for accident and ill health prevention. The responsibilities in practices, procedures and resource is for developing and implementing, reviewing and maintaining the occupational safety and health policy. As your team follows regulatory and non regulatory compliance guidelines, it ensures necessary aspect of safety and healthy workplace. Why is this core function so crucial? And practice management often? Several issues and problem escalation could be avoided if offices would have in place clear guidelines and documentation of the best practices. The lack of such not only put at risk employees safety and health but contributes to disarray in the workplace. 7. Lecture 3 Introducing HR Concept : as you see staff management, along with systems implementation and compliance form the human resource Department. H R is one of the most complicated departments in a health care office because it is a multifaceted department we have created a separate course specifically on human resource is in case he would like to go into more depth in this area. The influence of human re sources and management translates into practice dynamics, relationships and team culture, enabling successful performances, the centralization of procedures and protocols with documentations and guidelines, the establishment of health and safety policies. The organization compliance officer frequently practice owners do not give the importance this department deserves, resulting in numerous headaches due toa lack of knowledge, training and investment. 8. Lecture 3 Managing Doctor s Expectations: doctors expectations is the fourth core function and the last one in our pie. What does it mean? Managing doctors expectations? Managing someone's expectations means to prevent disappointments by establishing in advance what can realistically be achieved or delivered by a project or course of action. Mainly in this core function, the practice manager must understand two distinctions to succeed, what the doctors vision is for the practice and what the expectations and goals are for the practice managers role in the owner's eyes. The doctor. Once these two variants are transparent, it is much easier to map where your destination is and how to develop a plan for getting there. What are usually the doctor's expectations when hiring a practice manager and where the responsibilities of this core function. Ideally, it is part of the doctor's expectations that the practice magic and carry their vision will executing tasks such as reporting functionalities to understand the practices numbers as production collection, aging reports, additional providers, production specialty exams, lab among others and compare with industry benchmark and standards. Basic accounting knowledge for generating, analysing and interpreting profit and loss budgeting knowledge to manage practice overhead and profitability. Knowledge about industry standard practices, fees, new technologies and trends, staff management to set the tone for the office and resolving staff issues along with all the other responsibilities under the staff management core function. An acute mix of interpersonal skills to lead office culture towards the doctors vision business acumen. You, as the practice manager, needs to be able to set goals for yourself and for the team. Also, when you were business savvy, you find ways to increase new business and go after lost business before we quickly recap everything we have learned so far in this lecture of understanding the practice managers core functions. Firstly, I would like to disclose that if you work for a large group practice with the multiple locations and various employees, most probably the practice manager role will be more segmented due to your organization size and structure. Although you might not oversee all the items here presented, you should keep in mind. This lecture is a comprehensive look at practice management. It gives you the opportunity toe overview and understand the core functions of practice management as a quick recap, The health care practice manager helps the team to achieve the goals and purpose of the Practice organizes Theo office with the best systems for desired productivity and efficiency, and he utilizes the staff delegating tasks to accomplish the goals of the practice. 9. 4 Skill Set Staff Management : Lecture. Four. Practice Manager Core functions Skill set in this lecture As we expand into the practice manager role, we will be co relating the core functions learned in the previous lesson, with skill sets necessary to execute well thes same core functions. What is the ideal skill set toe? Execute the staff management rule smoothly. Here are some of the skills most observed and successful staff of managers. They are excellent communicators. It is critical toe Any position you hold, especially as a manager, you need to keep your team informed as the much as possible about what is happening and what needs to happen. Excellent negotiation skills can contribute significantly to help you build bridges and consequently better relationships. Persuading others is an ability that few managers possess. Influencing without using manipulation can support a positive and productive atmosphere. Relationship building is about connecting with the employees, and the team won. Managers connecting establish a bond with their colleagues. Trust starts to build, engagement improves and the path for future decisions becomes much smoother ability to implement changes. Business is a dynamic environment, and change is a requirement for the practices who want to succeed more than ever. patients are exposed to a wealth of information available online in the same way they can use social media channels to express their voice. These dynamics have been pressing medical practices to evolve in their field. A top notch manager needs to be able to keep up with this pace, introducing new concepts to the team and implementing the necessary changes for business and staff advancement. Ability to deal with conflicts. People often disagree. When poor communication happens and emotions are high, team performance most likely will suffer. It's your job as team manager. Toe expedite a resolution. Remember, time for conflict resolution is essential. When a situation is unresolved, poor performance sets in and typically impacts customer service. It also hurts the team, causing de motivation. If you as a manager tolerate it, the rest of the team will likely suffer, creating more turbulence to day to day operations and performance. Adaptability means changing your actions, course or approach to doing things. To suit a new situation. To be able to implement changes into your practice first, you need to be able to grasp new concepts. Think outside the box, ask questions, be flexible in your approach and to accept failure as a lesson. Not always. Everything goes right on the first try. You must then either adapt to the new circumstances or adjust your approach. The ability to adapt is paramount and business management Staff management sets the pace of the office culture and environment. In many instances when office administrators have poor staff Mandarin skills, the practice will face many challenges related to lack of discipline and consistency, lack of skills to execute the job properly. Staff dissatisfaction and high turnover. Toxic environment with conflicts and gossip, lack of accountability, confusion and frustration. Poor patient experience, inferior customer service, high appointments, cancellation and or no show rates or unproductive schedules. The practice will start struggling in a matter of time. 10. 4 Skill Set Systems Implementation Monitoring : what is the ideal skill set? Ah, practice manager will need to execute this core function successfully. It may sound redundant, but I would like to start by saying management skills are fundamental to this core function . Management skills extend beyond managing people One of the past abilities of a good manager is objective ity. Objectivity translates into critical thinking, problem resolution, among other skills, impacting the team and the manager's performance. The ability to identify the root of issues and its challenges analyze it and to bridge the gaps. Implementing defined steps to achieve specific results are crucial parts of a management thinking process. When practice managers oversee the office systems, implementation and monitoring, it would be extremely helpful if they possess organization and discipline. I have never met an excellent manager who wasn't not organized. Organization and discipline affect quality. Your effectiveness will reflect how good you are with structure and consistency to focus and calm. The consequences of lightweight practice management and weak policies and procedures can be disastrous for healthcare practice. An office manager must be able to focus on serious issues and activities that will impact the team and operations positively. We often have distractions in our employment environment due to co workers, patients and unsolicited requests. A responsible practice manager should be able to sustain focus and concentration during chaos to guide the team to the desired outcome. Three Analytical skills is the ability that a manager has to visualize, articulate, conceptualize or solve problems by making decisions that are sensible given the available information. Four. Budgeting is another must have scale. Managers must understand the practice of finances. Effective practice. Administrators must be able to define what the money allocation should be to spend in the right categories according to importance, development and practice goals. Nowadays, managers can be over flooded with projects, marketing initiatives, staff needs, systems development and improvement requests. So, more than ever, the ability to budget adequately using some market indicators is crucial for financial stability. 11. 4 Skill Set Patient Management: for the patient management core function. The practice manager benefits from skills already covered and stuff management as communication negotiation, conflict management and relationship. Building the's air skills that will enable you not only to manage your staff efficiently but as well as your patients thes air. Influential people. Skills critical in the service industry, especially health care. Other skills that come in handy when dealing with patients and patient management are multitasking. Juggling different work activities and shifting attention from one task to another. Conf resent a challenge to many managers. You will often be deviated from your focus by this staff and by the multitude of occurrences that might happen. Related toe one single situation. Stay focused, defined priorities and handle them in order. Remember, the organization is one of the cornerstones of active management, So multitasking does not mean disorganization. It means moving quickly from task to task. Stress management is another ability that can make or break you. When things are not going as planned. Take five minutes to breathe. He can go a long way, helping you to cope with stressful situations. You must be able to control stress and your emotions when managing others the patients or surprising events, even though it means stepping outside for a few minutes to recompose yourself. Be careful. It is never healthy to be continually working under stress. If this is your situation, you might need to evaluate all the stress indicators at your workplace and what you can do to mitigate some of them. Stress management is essential when managing patients, because a simple difference between patient and staff can quickly escalate to something significant if the parties involved are not able to keep control under stressful situations . 12. 4 Skill Set Doctor s Expectations: What is the right mix of skills to execute the practice managers job in the doctor's eyes? Probably the 1st 1 would be leadership and initiative. Employees need someone toe look to learn from and arrive whip. So the ability to guide individuals towards the group and individual goals while inspiring them for optimum performance is called leadership. Fundamentally, leadership is the ability to transform a vision into reality. Management is not the same as the leadership. There are millions of good managers out there who black leadership skills, making them not suitable toe lead, a large team. In my opinion, the best leaders are proactive. They take the initiative to solve problems and to meet and create challenges. It is imperative for you to take note that many of the skills and the previous core functions are part of leadership as well. Because leadership is a multifaceted skill set, coaching is, ah, goal focused approach. It is the ability to create clear, well defined and emotionally engaging goals. A practice manager who possesses coaching skills will be able to notice changes in behavior and demeanor, listen attentively, empathizing with the employee, formulate open ended questions and provide feedback and cross check coaching skills are a powerful tool to establish good communication conflict resolution and keep the practice focused on the collective outcome. Critical thinking is actively and carefully conceptualizing, evaluating and applying information gathered. Critical thinking challenges you to use your ability to reason about a concept and connect ideas around the same. This skill is seen in managers who are active learners rather than a passive recipient of information. Problem solving and being analytical are also enablers of critical thinkers. Emotional intelligence is the capacity to be aware and in control of your emotions, expressing them appropriately with self awareness. Employees with high EQ you are better able toe work in teams, adjust to change and be flexible. According to multiple researchers. Professional success is heavily influenced by emotional, intelligent qualities such as self control, perseverance and getting along with others. Once it can understand and manage yourself adequately, then you are start to understand the emotions and feelings of others. That is what we call empathy. Finally, then you become capable of influencing and managing others. Successfully emotional, intelligent can be developed at all levels of the organization, but leaders are the ones who need to master this skill the most 13. Lecture 4 Recap : Let's list all the schools that we have just reviewed. The skills are leadership and initiative, communication, coaching, relationship building, emotional intelligence, adaptability, negotiation, conflict management, critical thinking, change management, multitasker, focus, analytical, organized budget and management notice. The skills are divided into two main groups. One group can be identified as people skill set, which directly relates to staff in patient management. The second group could be identified as analytical skills relating to management function and tasks involving processes and detail oriented project management. Let's quickly recap what you have just learned in lecture for as a health care practice manager, you need a set of skills that are crucial to your managing success. The's skills, well applied will enable you to take the initiative and leadership of the practice goals and vision. Use the critical thinking toe, understand concepts, make decisions and switch directions if necessary, manage the staff without chaos, addressing conflicts, be a good communicator and establish stable working relationships with the team coach. The team exercising emotional intelligence always run the business smoothly and in a profitable manner. You will need to carry the doctors vision as you master your skills as a practice manager 14. Conclusion Lesson Key Concepts 0eUHMLoplaDk beta: lecture. Five. Conclusion Lesson. Key concepts Here is what you've learned during this course. By now you should know the definition of the practice manager role, the understanding of functional responsibilities of this role, this skill set necessary to succeed in this role. And you also understand the essential skill areas where practice managers should focus their efforts to enjoy success with their teams. You also know that good communication and relationships are the cornerstone of great management and leadership skills. Who, informing teams managers must create a balance so that there's a diverse set of skills, personalities and perspectives. You may think it's easier to manage a group of people who are likely to get a long but truly effective teams invite many viewpoints and use their differences to be creative and innovative. Ah, good manager understands the dynamics of a group and knows how to encourage good and productive relationships. These are fundamental principles of management, select and developed the right people is also instrumental in your success as a manager. As you look into strengths and weaknesses in your team, try to establish commonalities among the team players so you can address training more effectively, manage discipline and dealing with conflict will help you to leverage performance and create a culture of accountability, planning, making decisions and problem solving. Are skill areas part of a manager's routine. The peace that will make the difference in this equation is how deep you go, analyzing your challenges and processes in place for bottlenecks. Delegating effectively is significant for a great manager. Usually the do it all yourself manager gets burned, executing all tasks, and they're losing sight of the main picture. Motivate people and support to shape the culture of your practice. It is crucial for team morale and practice performance. Mastering these areas you will define and structure a model of effective management in your practice. With that, we get to the end of the course. Make sure to check this self evaluation activity to apply the concepts learned during this course. What's next for you? We have many other courses that can help you with continuing education efforts and career development. Make sure to visit our website next good thing dot com and sign up for our newsletter and promotions. You will receive a 50% discount coupon on your next course and you'll received the copy of these slides in pdf to help you as a reference material we always appreciate. When you leave your honest review, your feedback helps us to keep creating content driven courses customizing to our students needs. If you have lots of questions, please ask your questions theme.