Medical Practice Management
Marketing & Customer Service
Young, A. (2007). Kinn’s the administrative medical assistant: An applied learning approach (6th ed.). St.
Louis, MO: Saunders Elsevier
Office Manager Qualities
• Everyone please name one quality of a good
office manager
Office Manager Qualities
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Fair/good judgment
Good organizer
Open minded to learning/ constructive criticism
Leader who knows each employees skills/abilities
Flexible
Caring nature
Maintains calm in stressful situations
Effective communication/listening skills
Open door policy with employees
Office Manager Qualities
Office managers have power, influence,
authority, and responsibility. A good office
manager balances the use of power and
influence, accepts responsibility when given
authority, and insists on having authority
when given responsibility.
Power
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Coercive
Expert
Legitimate
Referent
What is a mentor?
Leadership Styles
• Charismatic
• Transactional
• Transformational
Management Styles
• Democratic
• Autocratic
• Laissez-faire
What does micromanage mean?
Office Manager Duties
• Everyone please list one duty of an office
manager.
Office Manager Duties
• Keeps office environment positive & motivates
others
• Creates & updates policy & procedure manuals
• Writes job descriptions
• New employee recruitment and orientation
• Organizes ongoing office training
• Conducts performance & salary reviews
• Terminates employees
• Organizes and conducts staff meetings
Office Manager Duties
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Sets work flow guidelines & maintains efficiency
Keeps office in compliance with all federal/state laws
Purchases and maintains equipment
Oversees patient education
Assists physician with time management
Develops marketing plans for office
Maintains good patient relations
Teamwork
• What are some things an office manager can
do to keep the office members working as an
effective team? Everyone please answer.
Teamwork
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Motivate and keep morale high
Offer incentives
Avoids favoritism
Keeps a professional relationship
Recognizing burnout in employees
What else?
Keep employees in the loop with frequent staff
meetings
Performance Evaluations
• When are performance evaluations
completed?
Performance Evaluations
• After probationary period
• Semi-annually for salary reviews
• When a problem arises
Marketing
• Marketing Strategy
1. Evaluate/assess current plan
2. Set objectives/goals
3. Create a new plan
Marketing
Everyone, please name a target market in
healthcare.
Marketing Four P’s
1. Product
2. Placement
3. Price
4. Promotion
Advertising versus Public Relations
• What is advertising?
• What is PR?
Advertising versus Public Relations
• Advertising – paying money to
change attitudes, beliefs, and/or
perceptions
• PR – free
• Examples for a medical office?
Patients as Customers
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Always use the patient's name if you know it.
Always be courteous.
Identify with the patient. Show empathy and concern.
Explain things as thoroughly as you can.
Always smile, even when it is difficult.
Keep your personal problems to yourself while at work.
It is also important to seek feedback from patients about
the quality of the experience. Patient satisfaction surveys
can be useful tools for doing this.
Exam 3
Exam 3 is due by midnight Saturday of Unit 10
•See the Study Guide in the Unit 10 folder of Doc
Sharing
•Chapters15, 16, 21 (pages 414-421), 22, 23, 24, & 25
•There are 47 questions – 31 multiple choice and 16
true/false.
•60 Minutes to complete the exam
•You can only enter the exam one time
Final Project
There are three parts to this project. Parts 2 and 3
are due in Unit 9. Please download and follow Final
Project rubric.
• Part 2: Due in Unit 9
• Bookkeeping Essay – 35 points
• Part 3: Due in Unit 9
• PowerPoint Slides – 40 points
See the rubric and follow the rubric!
Final Project – Bookkeeping Essay
All the information needed to complete this essay can
be found in your text:
• Peg Board System – Chapter 21
• Single Entry System – Chapter 23
• Double Entry System – Chapter 23
Final Project – PowerPoint
This presentation:
• Must contain a title slide with your name
listed.
• Must have five more slides (total six slides)
• Is directed to the doctor. You are convincing
the doctor to have a Web site.
• Should include reference citations
See Chapter 25 in your text for more information.
Class Evaluation
• What did you like best about this class?
• What did you like least about this class?
The End
Thank you all for being a great class! I
wish you the very best in your future
courses here at Kaplan and in your
future careers.