Advantages of an Associate - Training Specifics - Part 2

Bringing in a new doctor can be great for your practice, but you do need to train him or her properly to enjoy those benefits. Last week we started our discussion on this topic. This week we continue with some more training specifics. During the first two weeks as your new associate, the doctor has to learn coding and selling techniques.    In your protocol guide, you should have the code for each procedure that you perform for every problem written out.  This includes all DME and any products that might be given to the patient.

The doctor should have a test that he or she takes before seeing patients.  This test includes how to code properly as well as questions that indicate if the doctor understands protocol.  The doctor should have a list of all the products that the office has and what the products are used for.  Make a list of every diagnosis that you see and write down the type of DME or products that can be given out when they see the patient.

Have a training session where staff acts like a patient, and the new doctor goes through his treatment regimen.  Either you or a staff member should observe what the doctor is saying and doing, including eye contact.  These sessions should be video taped and be critiqued in front of the new doctor.

Steps on making your doctor the best he/she can be

Step 1: Introduce your staff to the new doctor.

Discuss: What is the responsibility of eac staff member?

Have the staff member demonstrate what he/she does each day to make the practice grow.  Why?  This way the new doctor can appreciate the staff member, and will not berate them.  This is the beginning of the process of mutual respect.

Step 2: Make sure the new doctor knows his purpose and the office’s mission

Statement.  The purpose of the doctor is to have patients who are 100 percent satisfied with their treatment, return to the office, and have them refer other patients.  I said patients who are satisfied with their treatment, not 100 percent of the patients will get better.

Why is knowing one’s purpose important?  Let’s break it down.

It seems obvious that the doctor wants to get the patient better.  However, if the doctor focuses on making sure the patient is satisfied with the treatment plan, then he will ask the patient if he/she understands the treatment protocol that the doctor recommends.  There is a better chance the doctor will explain each treatment regimen to the patient.

Next, the doctor will make sure the patient will understand why she needs to return to the office to complete treatment.  This is one of the reasons why patients do not keep their appointments.  In the days of high copays, patients do not return if they are feeling better.  However, if the treatment plan does not get completed, then the pain will most likely recur.  Next, you want the patient extremely satisfied in order to refer other patients.  Most doctors think they are in the business of getting patients better.  This is totally wrong.  We are in the business of marketing.  Marketing helps us treat more patients, thus, getting more patients better.

Is your associate everything you dreamed of, or is he or she just “a 9-5 person who runs out of the office as quickly as possible?”. Your associate should alleviate some of the stress of your day – not add to it. If you need to learn how to properly train your associate to transform them into a productive team player, join the Top Practice Practice Management Institute today.

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