How CAs Contribute to Practice Efficiency
Balancing Professionalism and Productivity with Passion
Kathy Mills Chang
MCS-P, CCPC, CCCA, and Nicki Brooks, CPPM
Chiropractic assistants (CAs) play a very important role in the success and effectiveness of a clinic. It is easy to forget just how vital this role is in maintaining the effectiveness and productivity of the office while still presenting a professional, yet friendly persona. Let’s take a moment to explore the many facets of the chiropractic assistant.
What Is a Chiropractic Assistant?
An assistant is defined as a person who assists or provides aid and support to another person—a helper. So, it may be reasoned that a chiropractic assistant is one who assists a chiropractor with managing patients in a chiropractic clinic. Most often, the CA will serve as the primary customer service representative for the patients within a practice.
What are the Duties of the CA?
The duties assigned to a chiropractic assistant may vary greatly between clinics. These variations will depend mostly on the size of the clinic, the number of workforce members available to share in the workload, and the number of patients serviced in a work day/week.
The most common responsibilities tasked to the chiropractic assistant are best separated into three main categories:
• Customer service • Office duties • Skills and knowledge
As the saying goes, “You never have a second chance to make a good first impression.” Whether over the phone or face to face, the chiropractic assistant is most often the very first point of contact for any new or prospective patient. This first impression can make a lasting impact and very likely will be the determining factor for whether that patient chooses your clinic over another. A chiropractic assistant who demonstrates a friendly, professional, and helpful demeanor is critical to this decision-making process. With this in mind, let’s take a moment to list the responsibilities of each of the three categories previously referenced in further detail.
Customer Service
• Appointment scheduling
• Collection of payment
• Assisting patients with paperwork and forms
• Educating patients (under the guidance of the doctor)
• Informing patients of insurance coverage and benefits
• Managing patient flow (keeping the doctor on schedule)
Office Duties
• Make certain the office and reception areas provide a clean, presentable, and comfortable atmosphere
• Submit prior authorization requests for imaging/testing
• Maintain inventory counts
• Order office supplies and durable medical equipment, as needed
• Prepare medical records, including copying/mailing of such as requested
• File paperwork
• Maintain an orderly front office
• Assist with exam and therapy room duties as requested
• Verify insurance coverage for each patient
• Complete closing procedures, balance finances, and prepare deposits
Skills and Attributes
• A personable, friendly, discreet, and tactful attitude
• Willingness to learn and acquire new skills performing certain therapies, for example:
• Imaging prep
• Assisting with patient examinations
• Support of a holistic health philosophy
• Excellent organizational and time management skills
• Strong, professional communication skills
• Empathetic and understanding; able to relate to people of every background
• Proficient technological skills (including email, scheduling software, and faxes, scanners, printers, copiers, etc.)
• Ability to learn and retain new things (such as billing or practice management software)
• Familiarity with HIPAA regulations and a basic understanding of medical compliance
• Self-motivated (not a procrastinator)
Clearly, the chiropractic assistant must be a resourceful individual who is able to address issues swiftly and effectively as they arise. Chiropractic assistants must be able and willing to work through any challenging task while maintaining a pleasant attitude.
Personal Values and Integrity
While we have addressed the duties and skills the chiropractic assistant should possess, there remains yet another set of qualities that are just as important, if not more so. They provide the foundation upon which all other skills are built and maintained—personal values and integrity.
aA good chiropractic assistant will share in the doctor’s desire to help and heal. ”
The chiropractic assistant should be honest and trustworthy. The doctor has entrusted much of the practice’s success to the chiropractic assistant. In the eyes of patients, every contact they have is a direct reflection of the doctor and the importance placed on their care. This is not something to be taken lightly. Chiropractic assistants who possess these values will recognize that not only do they hold their own integrity in their hands, but they also know what a great honor and responsibility has been bestowed upon them. A good chiropractic assistant will share in the doctor’s desire to help and heal.
Unfortunately, there are times that a potentially fantastic chiropractic assistant will have all the heart and passion for the profession but may lack in training and skills. At KMC University, we have created a program for that chiropractic assistant. Our Basic CA Training offers all of the elements necessary to gain a basic understanding of how chiropractic works and will help a chiropractic assistant become the best CA for your practice!
Kathy Mills Chang is a certified medical com pliance specialist (IvICS-P), certified chiroprac tic professional coder (CCPC), and certified clinical chiropractic assistant (CCCA). Since 1983, she has been providing chiropractors with reimbursement and compliance training, advice, and tools to improve the financial performance of their practices. Kathy leads a team of 30 at KMC University and is known as one of our profession’s foremost experts on Medicare, documentation, and CA development. Kathy or any of her team members can be reached at 855-8326562 or [email protected].
Nicki Brooks is a certified physician practice manager who entered the chiropractic field in 1999 as a chiropractic assistant. In the ensuing years, she held a variety of positions in the healthcare industry, acquiring a diverse toolbox of skills. During this time, she realized that her real talent was for office organization. She was instrumental in creating a wide range of standard operating procedure manuals (SOPs) and in helping her employers create improved, more efficient systematic methods for managing day-to-day functionality. Nicki joined KMC University in 2016, building strong relationships with clients and helping people make their lives and occupations easier and more profitable.
