Chapter 25 Medical Practice Management and Human Resources

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Advocate
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A person who defends or pleads the cause of another; one that supports or promotes the interests of another
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Affable
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Pleasant and at ease in talking to others; characterized by ease and friendliness
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Agenda
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A list or outline of things to be considered or done
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Ancillary
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Subordinate; auxiliary (assisting)
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Appraisal
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An expert judgment of the value of merit of; judgment as to quality
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Blatant
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Completely obvious, conspicuous, or obtrusive, especially in a crass or offensive manner; brazen
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Burnout
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Exhaustion of physical or emotional strength or motivation, usually as a result of prolonged stress or frustration
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Chain of Command
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A series of executive positions in order of authority
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Cohesive
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Sticking together tightly; exhibiting or producing cohesion
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Disparaging
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Slighting; having a negative or degrading tone
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Embezzlement
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Stealing from an employer; to appropriate goods, services, or funds for personal use without permission
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Extrinsic
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External to a thing; its essential nature, or its original character
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Impenetrable
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Incapable of being penetrated or pierced; not capable of being damaged or harmed
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Incentives
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Things that incite or spur to action; rewards or reasons for performing a task
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Liaison
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A close bond or connection; a person with a connection, contact, link, or conspiracy with another person or group
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Mentors
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Trusted counselors or guides
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Meticulous
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Marked by extreme or excessive care in the consideration or treatment of details
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Micromanage
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To manage with great or excessive control or attention to details
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Motivation
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The process of inciting a person to some action or behavior
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Quackery
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Practicing or pretending to have the ability to cure or treat a patient without qualifications to do so
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Reprimands
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Criticism for a fault; severe or formal reproofs
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Retention
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The act of keeping in possession or use; keeping in one’s pay or service
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Subordinate
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Submissive to or controlled by authority; placed in or occupying a lower class, rank, or position
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Targeted
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Directed or used toward a target; directed toward a specific desire or position
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The office managers in today’s medical facilities must be very _______ and be able to perform several tasks at one time
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Versatile
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Who is expected to assume management duties when the office has only two medical assistants, one administrative and one clinical?
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The administrative medical assistant
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A facility with _____ or more employees should designate one person as supervisor or office manager
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Three
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What skills does an office manager need?
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Management skills and the ability to deal with personnel matters
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A ________ allows the office staff to consult with the physician regarding administrative or clinical problems, complaints or grievances.
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Chain of command
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– Uses good judgment – Has good health – Has the ability to organize – Is willing to learn… Are some qualities of?
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An effective manager
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Many physician’s say that ______ among workers is their most common personnel problem
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Friction
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-Preparing and updating the policies and procedures manuals -developing job descriptions -Recruiting new employees -Performing orientation and training… are some of the tasks performed by the?
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Medical office manager
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A successful manager must be what?
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Interested in people and enjoy working with them on a daily basis
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Successful managers are confident enough in their own skills to give credit to?
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Employees who develop ideas and concepts for the team
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Leaders ______ other people.
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Nurture
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Managers usually take the time to discover….
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What makes people tick and then give them opportunities that will help them rise to new levels of responsibility
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Leaders have a strong _____ in people
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Belief
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Perhaps most important, leaders ______ to their people
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Listen
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What does listening involve?
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Eye contact and questions to ensure that the employee is understood
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Charismatic Leaders are?
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Have a special way of inspiring an unswerving allegiance and devotion from their followers
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Transactional Leaders are?
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Structured and organized. They makes sure their subordinates understand their duties and roles
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Transformational Leaders are?
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Innovative and able to bring about change in an organization. These leaders are relationship builders
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Democratic managers are?
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Willing to listen to employees. They are fair- minded and ask the opinions of the staff when making decisions
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Autocratic managers are?
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More of a dictator, making demands and insisting that tasks be done in a certain way
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Laissez- faire managers are?
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Easy going and do not make a lot of demands on employees
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Who developed the theory X and theory Y to distinguish two types of managers?
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Douglas McGregor
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Who was Douglas McGregor?
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An American social psychologist
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Who wrote “The Human Side of Enterprise”?
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Douglas McGregor
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When was “The Human Side of Enterprise” published?
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1960
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Who invented theory Z?
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William Ouchi
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When was theory Z brought up?
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1981
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What is theory X?
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It suggests that humans dislike working and avoid it whenever possible.
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Workers, according to theory _____, do not like responsibility and prefer to be directed than lead.
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X
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Theory X is considered “______” management?
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Hard
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What is Theory Y?
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It holds that people enjoy work and that it is a normal competent of life, as are rest and play
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Workers according the theory _____, seek and accept responsibility, enjoy job satisfaction, and are imaginative and creative
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Y
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Theory Y is considered “____” management?
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Soft
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Theory _____ considers characteristics such as long- term employment, collective decision making, individual responsibility, and a holistic view of the employee and his or her family
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Z
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Maslow’s triangle of needs begins with psychological needs such as?
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Air, food, water and sleep
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The second, third, and final subject of needs in Maslow’s theory are?
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Social needs, esteem needs, and then self actualization
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In the workplace, physiologic needs are met with ______?
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Lunch breaks, rest times, and days off
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Needs related to esteem include…
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Feeling appreciated, valued, and being recognized for good works
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-Company Policy -Supervision -Relationship with supervisors -Work Conditions -Salary -Relationship with co- workers Are six factors that can lead to job __________.
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Dissatisfaction
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-Achievement -Recognition -The work product -Responsibility -Advancement -Growth are six factors that can lead to job ________.
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Satisfaction
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Who wrote “The Motivation to Work”?
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Frederick Herzberg
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What three points did frederick Herzberg point in his book?
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-Jobs must be satisfying and must motivate employees to reach their full capabilities -Employees who show greater ability should be given more responsibility -If the job does not allow to use his or her full ability, a different employee should be placed on that position
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Who wrote “Who moved my cheese?”?
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Spencer Johnson
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-Change happens -Anticipate change -Monitor change -Adapt to change quickly -Move with the change -Enjoy change -Be ready to change again quickly and enjoy it These are all points from which book?
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Who moved my cheese?
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Coercive Power
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Is manipulative, and the leader often makes threats or uses fear to accomplish goals.
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Granting Rewards
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Is a more positive use of power. When the leader is able to give employees some type of reward for a job well done, most employees strive to reach their goals
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Expert Power
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Is a factor when the leader is knowledgeable about a subject.
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Legitimate Power
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Is that of position or status.
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Referent Power
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Is granted from subordinates to those who lead by example
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A manager who puts up barriers and erects emotional walls with employees has difficulty forming a ______ team
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Cohesive
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Who are “yes” people
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People who agree with everything the manager says
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-A challenge -Money -Praise -Satisfaction Are all factors that can….
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Motivate a person to reach a goal
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Intrinsic Motivation is?
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It is internal, or originates within a person. It is long term and can be focused toward a lifelong goal
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Extrinsic Motivation is?
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It is external and more material in nature. It is generally more short lived.
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What kind of reactions will a new office manager get from employees when entering an office?
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Negative
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The first thing a new office manager can do to begin garnering support is?
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Nothing
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-Mutual accountability -Common purpose and performance goals -Small size -Common approach -Complementary skills are all essential elements of….
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Teamwork
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Mutual accountability
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Each person on the team holds the others accountable for the success of the organization
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Common purpose and performance goals
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Short- term and intermediate goals must relate to long- term goals of the group
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Small size
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Most successful teams have a small number of members; fewer than 10
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Common approach
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All team members must learn to work together toward the goal
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Complementary goals
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A variety of talents, skills, and abilities is needed for a successful team.
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What is a strong method of improving employee morale and encouraging outstanding performance?
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Recognition
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What is the first step to finding the source of an employee’s difficulties towards resolution?
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Counseling
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Many offices allow how many verbal warning(s) before written reprimands go into the employees file?
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One
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Id the manager does not make a habit of writing formal reprimands, there may be insufficient what?
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Documentation of problems with the employee once the manager is ready to terminate him or her
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Should small offenses such as being tardy, be noted in the employee’s file?
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Yes
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-Complaints -Angry -Needy -Demanding Are some things that explain?
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Problem patients
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The office manager may act as a ____ between the patients and physician when issues arise that are somewhat complicated
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Liaison
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The office manager should take measures to help employees avoid what?
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Burnout
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-Stressful, disorganized home or work environment -Poor human relations skills -Feeling of being out of control of one’s own life Are all examples of what?
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Burnout
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-Ask for help -Organize and prioritize tasks -Get some exercise -Understand personal limitations Are just some tips for preventing what?
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Burnout
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When people work together for an extended period, they often become ______, and sometimes friendships develop into close friendships
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Affable
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The office manager must be careful about what?
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Becoming too close in friendship with his or her employees
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The manager can have a good _____ with employees without becoming over friendly
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Rapport
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Both the medical assistant and the office manager should serve as a patient _______, but they can never hold back information the physician needs to know
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Advocate
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A variety of personalities work better together than several similar personalities? True or False?
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True
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What is the most effective method of finding new employees?
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Through word of mouth
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What should the office manager keep on file when an opening occurs in the office?
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A file of resumes that can be accessed
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How many stacks should the resumes be stacked in?
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Three; Stack one should contain resumes of individuals who will be called for an interview. stack two should consist of people candidates but not the strongest; and stack three should be of people who will not be called
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What things should be looked for when reviewing an applicants resume?
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Legible handwriting, free of error, gaps between positions, it should be filled out completely and “see resume” should not be included.
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What is a “targeted” resumes?
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A resume that is written specifically for a certain position.
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Both men and women receive protection from on-the-job discrimination, sexual harassment, mandatory lie detector tests, and unfair discharge. True or False?
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True
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Title VII of the Civil Rights Act of 1964, as amended by the equal Equal Employment Opportunity Act of 1972, prohibits inquires into an application’s race, color, gender, religion, and national origin. True or False?
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True
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It is okay if the interviewer asks questions about age, race, marital status, and other discriminatory areas in the interview. True or False?
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False
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When the interview is finished, what should the interviewer immediately do?
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Take a few minutes to rate the applicant while the interview is fresh in the memory. Jot down some notes so that the applicant will be remembered easily
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OSHA training must be provided to employees at risk of exposures before or after they being any duties?
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Before
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What should well written job descriptions list?
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The essential functions of the job and reveal the chain of command the employee should follow when questions or concerns arise
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A new employee should be granted a _______
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Probationary period
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What is a probationary period?
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A period of 60 to 90 days to determine whether the employee will be able to learn and adapt to the position
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Set a _____ for a performance review covering the probationary period at the time of initial employment
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Definite date
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Some innovative companies use _____ of employees to get a different view of the work performed by a worker
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Peer evaluation
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A process know as a _______ is an excellent tool for evaluating any employee
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360- degree evaluation
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Medical practice acts existed as early as _______ days
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Colonial
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In which century did practically none of the states have law governing the practice of medicine?
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The mid- nineteenth century
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By the beginning of the _______ century, medical practice acts were established by statute and again were in effect in every state.
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Twentieth
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The purpose of the medical practice act is to?
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Define what is included in the practice of medicine in that state; Govern the methods and requirements of licensure; establish the grounds for suspension of revocation of license
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How many offices must follow the laws and regulations set forth by the city and the state where the practice is located
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All
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A graduate of a medical school must be licensed before beginning the practice of medicine. True of false?
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True
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Licensure is regulated by state statutes through the ______?
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Medical Practice Acts
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The license to practice medicine or chiropractic is granted by a _______?
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State board, frequently known as the State Board of Medical Examiners or Board of Registration
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Licensure may be accomplished by?
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Examination, reciprocity, or endorsement
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Every state requires medical Doctors to pass a?
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Written examination
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When did the Federation of State Medical Boards and the National Board of Medical Examiners agree to establish a single licensing examination for graduates of accredited medical schools?
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1990
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What does FLEX stand for?
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Federation licensing examination
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Medical graduates in the United States must pass one of which three exams?
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Federation licensing exam (FLEX), the U.S. Medical licensing examination (USMLE), or the National Board of medical examiners’ examination (NBME)
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Osteopathic physicians must pass what examination?
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The national board of osteopathic medical examiners’ comprehensive osteopathic medical licensing examination (COMLEX)
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Some states grant the license to practice medicine by?
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Reciprocity
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What does it mean when a state grants the license to practice medicine by reciprocity?
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They automatically recognize that the requirements of the state in which the license was granted, meet their standards
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Licensure by endorsement is granted on a?
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Case-by-case basis
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Graduates who have not been licensed are required to pass what?
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A state board examination
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Is a state license required if a graduate wants to engage in other things such as research or administration, etc?
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No
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Do licensed physicians in the Armed Forces, Public Health Service, and Veterans Affairs facilities need to be licensed in the state which they are in?
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No
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After a license has been granted, a reregistration is required when?
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Annually and biennially
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A physician can be ______ registered in more than one state
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Concurrently
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Who notifies the physician when registration is due?
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The issuing body
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A total of how many hours per year is the average requirement for a license renewal?
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50
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-Conviction of a crime -Unprofessional conduct -Personal or professional incapacity These can all lead to?
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Revocation or suspension of a license

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