METRICS FOR AN OFFICE MANAGER

The various Silkin Management Group blogs have recently been running a theme of how to measure productivity in a health care office. Several examples have been given that are used with Silkin clients to help them manage their office better. So far we have covered possible statistics for a receptionist, collection area and exams. Today I thought I’d cover some ideas on how an Office Manager’s production could be measured.

As previous Silkin blogs have covered, the first thing you need to determine a proper statistic for a job or area is figure out the product that job or area should be producing. Here are some ideas for the product of an Office Manager:

• An office that is expanding and prospering
• A Doctor who only has to wear his/her Doctor and owner hat
• Staff members who know their jobs, are thereby productive, and are operating together as a team.
• Satisfied patients/clients who continue to come in for care and who refer others to the practice.

All of these points could be considered valid products of an Office Manager and all could be used or they could be used collectively.

With these products in mind, one could use the following statistics to measure the overall productivity of the Office Manager:

• Production
• Collections
• New Patients

Silkin Management Group Clients have found the above products and statistics to be very workable in managing their practices. If you are not using some sort of statistical management system, I suggest you start implementing a system using the advice we’ve presented in these blogs.

If you would like help with any of this, please contact us at: info@silkinmanagementgroup.com. You can also visit our website at silkinmanagementgroup.com


Eric Korb
Director of Consultants

Check out our other blogs about managing by statistics at:
Yet More Ideas on Productivity Measurements in a Health Care Office
Here's More Ideas on Measuring Productivity
How Do You Measure Productivity of All Areas of an Office?

SOME QUESTIONS TO ASK YOURSELF WHEN YOU ARE HAVING TOO MANY CANCELLED AND/OR RESCHEDULED APPOINTMENTS

As a consultant at Silkin Management Group, one of the management systems we help our clients with concerns various methods for reducing the number of cancelled and/or rescheduled appointments. If a doctor’s office has too much of this going on, it can create havoc with daily production. Normally, when this is going on, it is a sign that the receptionist is not properly trained in scheduling appointments and in how to handle cancels and reschedules.

Here are some questions you can ask yourself regarding cancellations:

• Do you re-appoint a cancelled patient right away?


• When a cancellation happens, do you find out why and keep track of this information for future reference to implement any needed corrections?


• Do you have any patient policy regarding cancellations that is part of your “welcome to the practice” information given to patients/clients?


• If you have such policy, do you enforce it?

Here are some questions we go over with Silkin clients regarding “no shows”.

• What do you do when someone doesn’t show up for an appointment?


• Do you call after a certain amount of time, i.e. 10-15 minutes?


• Do you have any patient policy regarding “no shows” that is part of your “welcome to the practice” information given to patients/clients?


• Is the patient who “no showed” shown the policy the next time they are in?

The clients I deal with at Silkin Management Group are all given these simple questions, plus many more, to review in terms of any problems they are having with cancels, no shows, and reschedules. We closely evaluate the management systems and training they have in place with the staff members involved and then fix and/or implement the proper procedures to reduce the amount of patient loss. This normally leads to increased production for a Silkin client, without any increase in marketing or staff expense. This,of course, leads to greater efficiency and net in an office.

If you would like to find out more about Silkin Management Group, visit our website at www.silkinmanagementgroup.com, email us at info@silkinmanagementgroup.com, and if you are interested in one of our other blogs, please go to: silkinmanagementgroup.blogspot.com

Jack Hennessy
Silkin Management Group Consultant

It's all in the Details

Do you have job descriptions and office policies in your office? If not, the attached article from USA Today shows you why not paying attention to the details of jobs can cause havoc in an office.
Supposedly Small Details Can Matter


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