Phyllis Frase-Charrette
INTERVIEW
If you Love What You do, You Will Never Work a Day in Your Life
The Chiropractic Assistant
Ithough I am still in the chiropractic profession, I miss being a chiropractic assistant. I loved to interact with the patients, seeing the miracles of chiropractic, and being the person who could turn a frown into a smile just by being thoughtful and courteous while reassuring the patients that they were in the right place for their healthcare needs.
CA: Can you tell us about your background and how you became interested in becoming a CA?
PF: I have had the privilege of being in the chiropractic profession for over half of my adulthood. (I don't want to date myself.) I worked as a chiropractic assistant in the South as well as the Midwest for a total of 18 years, then was a consultant for Petty, Michel & Associates in Milwaukee, Wisconsin for eightyears before coming to Parker University in April 2015 as the director of recruitment. I didn't have a personal
experience with chiropractic, like many CAs do, but I was introduced to it by chance and it just fit into my life. I loved helping patients, running the day-to-day operations of a practice, and had the opportunity to help many offices transition into very successful offices, through marketing, education, and system and procedures. Now I get to introduce prospective students to our amazing profession.
CA: What are some principal qualities that you believe a CA should possess, cultivate, and refine?
PF: I believe a CA should be willing to be a strong advocate for our profession and not be afraid to speak the truth of what they know to be true. Go to bat for chiropractic, their doctors, and patients.
I have found that CAs need the philosophical component of chiropractic to really understand how important their role is in their doctor's office. I have found the most successful CAs have a beautiful blend of training, philosophy, and the trust of the doctor that they work for and serve. Flexibility always needs to be refined, I know some patients really rely on the CA to be their sounding board, to relay things to the doctor that they don't want to tell them, or to play with their children. Patients don't come to us to be friends; they come to us
I believe we hove to be o marketer; an educator; a critical thinker, technically smart, and be a wiz on social media and help grow a chiropractic practice. 33
to be their leader in the healthcare profession. Multitasking is something we continually have to cultivate. I have hired patients before and when they become a CA, the comment is usually, "Wow, I didn't know that you did so much. You make it look seamless."
My motto has always been, "The doctors are the hands of the practice, but the CAs are the heart of the practice."
CA: Are any certifications available or necessary for CAs?
PF: It really depends on the state in which the CA works in. If they require any special certifications, it is for the back office duties, like X-rays and therapies. More states are starting to require that certification.
Parker Seminars is offering at the February Las Vegas seminar a certified chiropractic clinical assistant (CCCA) exam for those who qualify through the FCLB organization. For more information or to register, please go to members.fclb.org/members online/ members/ccca_application.asp.
I hove been honored to be o Porker seminar speaker for the past 18 years, and I have over 80 seminars under my belt.99
CA: How has the role of the CA changed today versus 10 or 20 years ago?
PF: I think the role has changed a lot. I think it has become more of a professional role versus just a "secretary." I believe we have to be a marketer, an educator, a critical thinker, technically smart, and be a wiz on social media and help grow a chiropractic practice. The demands are greater now with proper documentation, EHR, and the consumer being educated more.
CA: What about Parker Seminars kept your interest in this career? Any interesting stories of past events?
PF: In 1998,1 attended my first Parker seminar. I knew
I believe seeing the miracles that occur every day and how much, as CAs, we impact the patients' healing process from a friendly face at the front desk, a hug, and just being
there for our patients. 99
how to get patients to the chiropractor I was working for, but I didn't know how to run an office. The only training I had from my doctor was, "Here is the phone and appointment book (back in the day the appointment book was paper) and have fun." So I thought there had to be more than just a phone and a really big appointment book that was never full. So we began attending every seminar and building systems and procedures to run the practice efficiently and educating more people. I have been honored to be a Parker seminar speaker for the
past 18 years, and I have over 80 seminars under my belt. I wouldn't be where I am today without the Parker Seminars.
They not only change you professionally, but personally as well.
CA: Was there anything surprising or something you didn't expect about being a CA?
PF: I believe seeing the miracles that occur every day and how much, as CAs, we impact the patients' healing process from a friendly face at the front desk, a hug, and just beingthere for our patients. One thing that I've learned is to never take for granted the power of a chiropractic adjustment.
CA: What advice would you give a chiropractic assistant who is just commencing their career?
PF: When looking for a position as a CA, find the place that resonates with your philosophy of chiropractic and where you can add the most value to a doctor's practice. Whether it's working the front desk, collecting money, being a clinical CA, or marketing for
**Be kind, listen, and take the time to show compassion and love. Be sure the patient always knows they are in the right place.99
the practice. When you embrace what you do, you will rock your doctor's office.
CA: Any final thoughts?
PF: When patients come to us, we typically are their last resort in helping them with their health challenges. Be kind, listen, and take the time to show compassion and love. Be sure the patient always knows they are in the right place. Don't get caught up in the small stuff. Treat every patient with respect and be grateful that they picked you and chiropractic.
One principle that Dr. Jim Parker taught me is "loving service is my first technique."
CA: Our sincere thanks to Phyllis Frase-Charrette and her team at Parker. You may contact Phyllis Frase-Charrette by email: [email protected]. E^3
