The fundamentals of achieving a successful career in medical office management include mastering diverse skills, knowledge and practices. These include practicing professionalism, administrative and communication skills, knowledge of human resources and policies, as well as continuous learning and improvement. It is not enough to be very proficient in one area. Management requires having strength in each of these areas in order to ensure the proper functioning of the office. This will help to ensure the success of the practice and the satisfaction of the patients. First we will review the requirements and duties of the position as well as the salary and job outlook.
Career Facts
The duties of a medical office manager are administrative, technical and supervisory in nature. These tasks can include overseeing scheduling, reception, patient billing, file maintenance, collections, supply purchasing and financial record keeping (Mercy Health System, np). In a typical day this might mean oversight of the schedule, assisting with troubleshooting if a physician’s schedules changes, providing a report on expenditures and contacting an insurance company about an unpaid invoice. It can also involve determining criteria for recruitment of office staff and participating in selection interviews and ensuring filing protocols are in place.
The education and experience of a medical office manager typically begins with an associate’s or bachelor degree in business, administration or a related field as well as experience in a medical office setting (Mercy Health System, np). A bachelor’s degree is the preferred educational requirement (Bureau of Labor Statistics, np). Persons with less education but considerable experience are sometimes considered for the position (Mercy Health System, np). Previous experience in a medical office is invaluable as it provides for the development of knowledge with regard to functions and operations, including budget cycles, regulatory requirements and challenges which can occur in a medical office environment. Hiring priorities may also include experience of knowledge regarding the use of advanced technologies as well as leadership during organizational change (Mercy Health System, np).
Medical office managers, also known as healthcare administrators or executives, is a position which has an average pay of $94,500 per year or $45.43 per hour and represents 333,000 positions in the United States (Bureau of Labor Statistics, np). The job outlook for the position of Medical Office Manager is good, with expectations that there will be considerable growth as more Americans seek healthcare under new laws which ensure wider health insurance coverage. Another reason for the increase in positions will be the increase in demand for healthcare services due to an aging population (Bureau of Labor Statistics, np).In fact, this position, currently with a growth rate of 17% which is greater than average for most jobs in America (Bureau of Labor Statistics, np).
Professionalism
Professionalism is important to any successful career, but there are high expectations with regard to medical office management. Professionalism includes how other people are treated, how work is approached and the care taken in how one presents oneself. Being on time, communicating problems and successes, proper grooming and coping with stress are all aspects of ensuring that professional approach. As the manager one is also a role model who sets the tone for other staff. When patients arrive in a medical office environment they have an expectation of professionalism, and if this is not met in the reception or arrival stage they may choose to take their business elsewhere.
Administration
Strong administrative skills are important to medical office management. Not only is it important to know processes and requirements for organizing information and paperwork that is required such as patient health records, the use of technology and billing practices. The scheduling of patients has a particular importance in the medical office environment, as problems in this area impact the time of health care providers as well as patients and support staff (Campiolo, 85). Other administrative skills which have a great impact on the practice include the submission of invoices and bills, payments and collections, developing policies and steps for staff to follow and scripts for phone calls when contacting patients or areas with which one has to coordinate such as specialists or health insurance companies.
Communication
Good communication skills are needed for interactions with health care providers, patients and staff. Communications are conducted in the reception area, on the phone and in office spaces. Campiolo (85) describes three work support areas of particular importance in medical office communications, that being the telephone, the schedule, and the reception. Campiolo further stresses the importance of realizing that patients will be using their hearing sense to understand what is going on and how it affects them, and this makes it important to have good techniques in what and how information is communicated relating to appointments, delays, what is happening and what is expected of the client (Campiolo, 85). Communication to health care providers is equally important in order to ensure that they can make the best possible decisions in the short term and long term. Patients observe verbal communication, and this tends to affect their perception of professionalism in the office, so it is important for both the manager and all staff to be supported in knowing what is expected of them with regard to communication (Campiolo, 85)
Human Resources
Managing a medical office includes the management of people and staff. This can include the selection and training processes as well as development of work schedules and practices. Recruitment and selection of staff are very important, and there is considerable complexity in determining and predicting the skills of candidates as well as ensuring that all applicable laws relating to hiring are followed (Campiolo, 41). Testing and interviews are the typical techniques in this regard, and this includes looking for behavioral factors as well as the necessary skills for success (Campiolo, 41). Once staff has a position in the medical office it is important to ensure that they also have a strong understanding of the many areas in which they are expected to perform, including professionalism, administration and continuous learning.
Policies and Regulation
Policies and regulation are one of the most technical aspects of medical office management. There is a need to understand those laws and rules which apply to the medical profession, some of which are in the process of change due to new legislation and requirements. In order to understand the policies and regulations it is necessary to know what they are called, where they can be found and who has authority over them. Health insurance companies will have policies relating to what procedures and treatments are covered and how to submit payment requests, and governments have policies and laws which can cover aspects such as state payment programs, the reporting of certain diseases and practices relating to the treatment of employees or patients.
Continuous Learning and Improvement
Continuous learning and improvement is the key to a long and successful career in medical office management. Practices, technology, rules and expectations tend to change over time. This may include both formal and informal methods, including training in new software, improving communication and presentation skills, learning new possibilities in analysis of information and how to apply it to create efficiencies and a good working environment.
Conclusion
A successful career in medical office management requires not only obtaining the skills necessary to begin practicing in this profession, but also taking an approach that ensures maintaining those skills as the profession itself grows and changes. Having a good grasp of the fundamentals is an important start, but equally important is ensuring that one grows and develops in the position over time, and that the medical practice itself benefits from that.
- Bureau of Labor Statistics. “Medical and Health Services Managers”. Occupational Outlook Handbook. 2015. Available from: http://www.bls.gov/ooh/management/medical-and-health-services-managers.htm
- Campiolo, Márcia RF. “Selecting New Members for the Clinic’s Staff: The Search for New Talents.” Medical Office Management. Springer International Publishing, 2016. 41-59.
- Mercy Health System. “MEDICAL OFFICE MANAGER”, Operating Unit, Mercy Physician Network, 2016. Available from: https://sjobs.brassring.com/TGWEbHost/jobdetails.aspx?jobId=311516&partnerid=25934&siteid=5130
