Sometimes Technology Is Not the Best Way to Be a Super CA
Holly Jensen
In today’s world, many of us rely on technology to help us in our personal and professional lives. We want to maximize efficiency, automate processes, and increase productivity so we end up investing in an expensive smartphone, moving everything to “the cloud,” purchasing fast computers, and buying the latest software. Using the right technology can be both a blessing and a curse.
As a leader of a software company, I’ll be the first to admit that I rely on many tech tools to manage and automate my day-to-day responsibilities, but I also rely on “old school” methods that I learned as a CA more than 15 years ago.
In this article, I’ll review three methods that do not employ technology that I use for increasing efficiency and productivity in my role as a chiropractic assistant.
Tip #1: CA Daily Operations Checklist
A sheet of paper that I can physically write on with a checklist of items serves several purposes. I can see all of the things that I accomplish and all of the things that I have left to do in order of priority. I hold myself responsible for completing the checklist during my shift, and I can work on the items on the list when I’m not actively engaged with patients. These methods are also tremendously helpful when training new staff.
The checklist is simple. It lists the duties that chiropractic assistants need to work on throughout the day. It also helps when multiple CAs are working to accomplish the tasks because it will clearly show who completed each duty.
Opening:
• Turn on lights throughout the office.
• Switch on the music to be played in the office.
• Straighten up the reception area.
• Turn on phones and return voice mail messages.
• Get the mail.
• Place patient education handouts in each adjusting room.
Pre-Flow:
• Put on name tag.
• Post payments from last night’s auto-debits in the patients’ ledgers.
• Review the appointment schedule.
• Make sure that all items are prepared for today’s new patients, reexaminations, and reports of findings.
Prime-Time Flow (Seeing Patients):
• Greet all patients by name.
• Call missed appointments every 15 minutes.
• Don’t let patients leave without a future appointment.
• Ask for referrals.
• Work on recall list.
• Post services and payments to EHR.
Post-Flow:
• Verify all services posted in EHR.
• Run end-of-shift reports and balance posted payments with EHR.
• Finish up recalls.
• Mail a welcome letter to new patients seen today.
Closing:
• Confirm special appointments for tomorrow’s new patients, reexaminations, and reports of findings.
• Call the doctor to confirm his or her schedule with special appointments.
• Water plants.
• Empty trash.
• Turn on after-hours voice mail.
• Turn off lights and music.
• Set alarm and lock up.
Tip #2: New Patient Checklist for CA
This checklist outlines all duties that that chiropractic assistant should perform when a new patient comes in for his or her first and second appointments.
Visit 1: Consultation and Exam
New Patient Arrives:
• Display a personalized new-patient welcome sign at the front desk 15 minutes before the patient arrives.
• When the patient arrives, greet him or her and sit with the patient in the reception area to explain the intake forms.
• Prepare the doctor’s checklist and attach it to the front of the patient’s travel card.
• Take the patient to the exam room and play the welcome video.
New Patient Is with the Doctor:
• Take down the welcome sign.
• Enter the patient’s information from the intake forms into EHR.
• Prepare a new-patient welcome letter.
Patient Returns to the Front Desk:
• When the patient comes back to the front desk after the exam, review the services performed and collect fees.
• Schedule a report of findings (and invite spouse).
• Review the welcome packet with the patient.
Patient Leaves:
• Post services and payment to EHR.
• Schedule next appointment in EHR.
• If the patient has insurance, call and verify benefits.
• Enter insurance details into EHR.
Visit 2: Report of Findings
Patient Arrives:
• Prepare the report of findings room.
• Print the patient’s customized care plan and important information packet.
• Greet the patient by name when he or she returns.
• Take the patient to the ROF room and play the second video.
Patient Returns to the Front Desk:
• When the patient comes back to the front desk after the exam, review the services performed and collect fees.
• Schedule the patient’s monthly payment with CashPractice.com.
• Schedule appointments.
• Review the care plan and important information packet with the patient.
Patient Leaves:
• Post services and payment to EHR.
• Schedule future appointments in EHR.
• If applicable, mail the referring patient a thankyou card.
• Set up reminders for patient reexaminations in EHR for every two months.
Tip #3: Weekly Staff Meeting Agenda
It’s imperative to have weekly staff meetings to help keep everyone informed and to bond, celebrate, and train. More importantly, it’s
valuable time to master the basics of policies, procedures, and scripting so that all staff can be rock solid and confident when serving the practice’s members. Meetings should be limited to one hour or less and focus on delivering a consistent experience to your patients.
Meetings should be held on the same day and time each week, and the presence of all doctors and staff members should be mandatory.
The weekly meeting agenda will help your team stay focused on the objectives and ensure that time is used efficiently. All staff should bring a notebook dedicated to taking notes at every meeting.
Before the Meeting:
• One day before: Notify the staff of any items to bring or review to be prepared for the meeting.
• One hour before: Review the topics to be discussed.
During the Meeting:
• Begin the meeting with a short roundtable discussion with staff members. Ask them to only discuss topics pertinent to the meeting’s objectives to make the best use of time.
• Review action items from the previous meeting (description/person responsible/ due date).
• Discuss agenda items (topic/presenter/allotted time).
• Review new action items (description/person responsible/due date).
• End the meeting with a team huddle, cheer, mantra, or recite the office’s mission statement.
In our world of relying on technology, we sometimes struggle to communicate with each other effectively. We turn to sending out an e-mail or text message or posting to social media. You will find that by using any one of these methods, you will reengage in clear communication between you and your team. Technology can be a great resource when it works, but it’s no substitute for tried and true methods.
Holly Jensen has served the chiropractic profession for more than 15 years as a CA and office manager to Dr. Miles Bodzin, founder and CEO of Cash Practice Systems. For the past decade, she has served as a speaker and Director of Operations for Cash Practice Systems where she has trained thousands of DCs and CAs to run cash-basedpractices. Cash Practice Systems offers web-based software for chiropractors to implement a four-step process resulting in increased patient retention. The Wellness Score, Cash Plan Calculator, Auto-Debit System, and Drip-Education Email Marketing System all work together to help free a doctor from insurance dependence. For more information, visitwww.CashPractice.com. Holly may be contacted at 877-3438950 or [email protected].
