Every office has a point person or an office manager and there are at least 8 to 10 different areas that person needs to handle well in order to make an office profitable and smooth. Healthcare providers are in a weird position as the revenue driver and the owner of the business, only you can see patients. But that means you’re going to have to delegate more than you want to an office manager. Here are some good signs to judge how good of an office manager you have.
1. Revenue. He/She knows exactly where your revenue is, how many unbilled services are out there and what the accounts receivables are. The revenue of the practice is what keeps the lights on and people paid. Your office manager needs to see this as his/her job first and foremost. Knowing where the money is will make or break your practice. You may not know all of the details of cash flow, you’re busy seeing patients. The office manager gets bonus points if they have a report that summarizes this information for you.
2. Office Gossip. The amount of gossip in your office. I know, it seems like a vague measure but hear me out. Most healthcare in small private practices is administered by 20 to 35 year olds, it’s a young group and they talk a lot. An office manager who gives enough professionalism and training to your staff to break them from their habit of gossip is worth it. It’s shocking to me how many employment related lawsuits or threatened lawsuits have a basis in employee gossip because the office manager isn’t professional him/herself.
3. Patient Flow. The patient flow is about right to match your speed. This is the ideal of a smooth running office, there are dozens of coaches, seminars, systems, and technology to help you do this; and having the right office manager can certainly help. If you have one that you can trust to help manage your day and match your patient flow, you’ve got a good one.
These are the skills that I see make a good office manager, but I look at it from a risk management and legal perspective. What do you think? Comment and share what skills you think are essential for an office manager.
