PM has been with a practice for 18 months. He has great credentials and can handle the finances, regulatory requirements, and computer issues. The problem, however, is that he does not know how to do the individual jobs within the practice. For example, he does not know how to do patient check-in, check-out, or schedule a new patient. This creates problems when the practice has several employees out sick and makes hiring more difficult because PM does not fully understand the role for which he is hiring. Morale and efficiency are being affected because staff members have less respect for PM because he does not understand the challenges of their day-to-day work. Frustration is increasing steadily because it is difficult to address challenges with someone who does not fully understand the job requirements.
Diagnosis:
Limited skill set of practice administrator
Recommendations:
- Have the practice administrator spend time with every group of employees and observe their work
- Ensure the practice administrator understands the basic working requirements and challenges of each position
- When hiring, consider having select staff members participate in interviewing candidates for the practice administrator position
- See our top ten list of What to Look for in a Medical Practice Manager
- See our article on Great Leaders Are Effective Managers
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Case Study: The New Practice Administrator | SBGM