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?