Happy 2023 to all of our hard-working CA’s out there! The start of the New Year is the perfect time to remind you just how crucial you are to your office. You are the first voice that patients hear on the phone, the first face they see when entering the office, and the last interaction they have before leaving. The friendliness, competence and professionalism that you exude can make or break a patient’s experience and be a primary influence on potential patients initially choosing your office for care, and/or if patients return after their first visit. The success of every office stems from patient satisfaction. CA’s are the backbone support that smoothly connect all aspects of the patient visit together.
As a quick review.. .Friendliness begins with smiling and having a welcoming, attentive non-rushed demeanor. You only have one chance to make a good first impression. Help your patients feel that they have your full attention during every interaction. Even in this modem era of everyone glued to technology, at the heart of it patients still want to be acknowledged warmly and treated as a cared for human being.
Competence includes having a baseline knowledge of anatomy, physiology, common conditions seen in the office, how to safely operate physiotherapy modalities and take vital signs if that is part of your job description. If your office offers nutritional supplements, having a foundational knowledge of each product would be important. Organizational skills, time management and understanding office policies and procedures including emergencies also falls into competency.
Professionalism includes understanding privacy issues, being able to comfortably talk about billing, being capable of confidently answering patient questions and offering to find answers when needed, staying calm in all situations working to provide a peaceful enviromnent for healing.
As you head into 2023, continue to keep the patient at the heart of all of your interactions, and keep up the good work!
Laurie Mueller, BA, DC, CFMP is a clinician, an educator and an expert in online learning pedagogy. She served in private practice in San Diego, California, was the post-graduate director at Palmer College from 2000-2010; served as the ACC Post Graduate subcommittee chair for 6 years; peer reviewed for the Research Agenda Conference, and wrote the informal role determination study that aided in the development of FCLB's guidelines for chiropractic assistants (CCCAs). Coming this year, keep an eye out on www.CCCAonline.com for our new 'CAs Backbone Basics' education series ...short bites of knowledge, no tests, no certifications, just fun affordable fast-paced reviews to keep you on top of your game.
