If the CA Ain't Happy, Ain't Nobody Happy

Does the title above surprise you? I'm guessing that many chiropractic assistants—and, forthat matter, many DCs—would argue that it's the doctor who sets the tone for the practice. And that's partially true. But I've been a CA, I've trained countless CAs, and I know firsthand that the docs are busy establishing tone and rap­port once patients are sent back. CAs, on the other hand, are front and center, literally as well as figuratively. And they make a huge difference in the way each day unfolds. Chiropractic assistants are often the first person a new patient encounters, both in person or on the phone. They may be the last person a patient sees on their way out the door. Even the best practice in the world can be negatively impacted by a grumpy, ill-trained chiropractic assistant. Conversely, a positive, enthusiastic CA who understands and gracefully executes her or his responsibilities can be invaluable in turning a good practice into a great one. If you received a lot of training on policy and procedure and have been given good-quality patient scripting, count yourself among the lucky. Many CAs are hired during a staffing crisis and more or less thrown onto the front desk to sort things out as best they can. In those cases, the CA may not get a lot of feedback when he or she is doing something right—but you can bet they'll hear about it if they get something wrong! Whether you've been well-trained and are well-versed in your practice's policies and procedures, feel like you're stumbling around in the dark, or anything in between, there are always ways in which you can make a real dif­ference in your experience and in your practice, and to help both thrive: • Understand the nature of your particular practice. Family- and preventive-medicine oriented with patients of all ages? Biomechanical with an emphasis on rehab? If no one has laid this out for you, it should be clear from observation. What's the patient demographic? What kinds of problems do they present with? Is your doctor strictly an "episode of care" kind of DC, or more interested in developing long-term, ongoing, wellness relationships? Eitherway, you support this in the way you communicate with patients, asking questions that reinforce the doctor's treatment plan, setting follow-up appointments, making sure patients understand their financial responsibilities, and just generally keeping the trains running on time. No scripts? Find some (we can help!), or write your own, and practice until they feel comfortable. • Learning is an ongoing part of the job. A quality patient is an educated patient—one who un­derstands the value of adjustments and the consequences of spinal neglect. You are an advocate for each patient's health needs as well as an ambassadorfor your practice in particularand chiropractic in general. If the patients know more than you do about chiropractic, it's long past time to educate yourself so you can support them in reaching their health care goals. • Practice your plate-spinning skills. Working the front desk can mean anything from ap­pointment scheduling, answering phone calls, removing and returning files, entering data, handling money and patient financial concerns, dealing with third-party payers, putting together new patient packets, asking for refer­rals, and nurturing the practice's relationships with each patient and their very individualized personalities. It's a lot to handle, but it's beyond gratifying when you get it all running smoothly. The secret is to attend to the plate in front of you, if you will, while keeping the others in your peripheral vision. This is not multitasking so much as it is single-tasking, but switching tasks frequently and often. It's a dance—and mastering it pays off in reduced stress and increased productivity. • Ask for what you need. In a busy chiropractic practice, the only person who knows where you are struggling and where you feel lost may indeed be you. Don't be afraid to ask for help, clarification, or a referral to the right training or proce­dure manual. Just as you want the practice's patients to thrive, your colleagues want you to thrive, too. You are part of a team, and if you try to hide your overwhelm from your teammates, they can't help you. So who do you want to be? That key staff member whose smile makes a difference in every patient's day, or the "mean" front desk person that patients dread see­ing? Hint: you will experience yourself and your workday in the same way those patients experience you. When you set a positive, upbeat, and productive tone for them, you get to feel positive, upbeat, and productive yourself. And that's happy news indeed. Kahy A fills Cliang is a Certified A fedical ( \mipliai ice Specialist (MCS-P) and, since 1983. has been providing cliiropraclorswilhreinilmrsenientandcompliance training, advice and tools to improw the financial performance of their practices. Kalhv is known as one of our professions foremost experts on \ ledicare andean be reached at (855) TEAK1KKIC or infoakmamiversity.com