I once interviewed an office manager about why they used a specific vendor. Her answer to me: Because they bring us cookies with every $50 order. Cookies? Not better pricing, not better service, not even because she hadn’t had time to research other companies, but because they brought her cookies.
This is not an uncommon occurrence. Drug companies have made a killing by bribing office staff with goodies. As one drug rep said, “ All it takes is tacos and a pen to get an audience with the doctor.” This is only the tip of the iceberg. It is well known that medical practices are staffed with under-qualified, untrained, in-over-their-head staff. Why is this? Many think because doctors don’t think they run a business, they think it’s a “practice”, therefore you don’t need competent business people in charge. Even though healthcare is 17% of the U.S. economy, the people on the front line (doctors), do not consider it a business. Go figure!!!!
Share
#1 by Sherry Krueger on February 10th, 2010
Quote
The bottom line here is you are running a business. Hire a high end practice manager and let them hire the staff they need to run your practice effectively and efficiently. You should be seeing patients and a practice manager should be overseeing your business and reporting to you about it. I’ve talked to thousands of doctors and the most successful offices all have the same thing in common. A Practice Manager that actually cares about the practice, not a person with a job. This is your practice, if you want it to succeed give yourself the tools you need!
Sherry L. Krueger
http://www.hna-net.com
#2 by Julie on February 10th, 2010
Quote
“well-known that medical practices are staffed with under-qualified, untrained……”. Please site the source from which you are taking this information.
Thank you.
Julia
Multi-specialty cancer facility in St. Louis, MO
#3 by Mark on February 10th, 2010
Quote
Not to cheap to hire competent staff. Just no reimbursed enough to keep the competent ones! Sometimes one wonders why I even want to hang around in this madness.
#4 by Jeffrey Lauber MD on February 10th, 2010
Quote
You will never succeed in the practice of medicine unless you succeed in the business of medicine. Hiring a practice manager is a waste of money.. She will probably embezzle more than you make. Just hire people that are trustworthy, and then work on their loyalty. I have been in private practice for 20 years and have only had to look for an employee twice, once when i started then 10 years later. Just dont give them a reason to leave you and they wont.!!!!!! Yes doctors are cheap—-basically the person working for you isnt doing the thinking– you the doctor are !! So why overpay?? If you pay just a bit more than the average Joe– they will love you. One last thing— those of you Doctors out there that are booked up for 6 months or are too busy to take time with your patients==have a very very big problem with your practice— listen to me—the reason why you are tooooooo busy is because your fees are toooo low and you probably take Medicare because you wouldnt survive as a doctor otherwise. THink about it– if you open the door to your waiting room and it looks like JURASSIC PARK- the patients arent there because they think you are a good doctor– they are there waiting for you because its cheap=== try telling them that you will no longer accept their medicare– and i can guarantee that they will no longer be in your waiting room. They will very quickly find some other loser MD to take their Medicare CRAP. Feel free to quote me !!
#5 by Ray on February 11th, 2010
Quote
We are not necessarily cheap but our overheads have risen out of control and our pay, because of low reimbursements and high deductibles, have decreased dramatically over the years. Also, it is really hard to find good, smart, competent workers out there. A person that actually cares about the practice is the ideal worker, but how do you find them?
#6 by Linda on February 11th, 2010
Quote
I happen to work in a practice that could be the model for this story. We have 2 managers; 1 is in the billing office and the other is an RN who manages the clinical side of things. Lack of communication and unwillingness to get some training on how to manage a practice are the two main things that are the problem here. Our 2 physicians don’t seem to think there is a problem. They ask me, the “Administrative Assistant” what is wrong and I try to explain it to them but they then realize it will take some effort on their part to fix the problem so it is easier to ignore it. I loved this article and will be forwarding it to the physician who founded the practice. Keep sending informative articles such as this, a good tool to have.
#7 by Dr. Jacqueline Ruzga on February 11th, 2010
Quote
I have had numerous office staff. I have been in business for over 20 years… and I do not hire my family members. (or friends) I run a business.. I find it difficult to find a person knowledgable in all facets of the coding, front desk management skills, business tactics, and changing medical laws, documentation etc.
A person paid (what would be appropriate) is underpaid no matter what way you look at it. If you pay the person a % of collections you do not win.. If you pay an hourly wage and spend time training the person, you do not win unless you make them sign a 2-yr commitment to stay (since they have to learn “your” style and ways).
The most important person in the office besides the doctor is the person who answers the phone and collects the money… Who would be qualified to perform this job???? Most medical assisting jobs do not teach everything the office staff needs to know. In any event the staff members feel underpaid and overworked by my own experience.
#8 by chris duc on February 11th, 2010
Quote
My staff allows all reps do visit with Drs, with or without cookies as the Dr.s schedule allows. The office staff deserves more credit than the article gives them.
#9 by Martha on February 11th, 2010
Quote
I’m right here, Ray. If your manager doesn’t care about the practice, how can she/he manage properly? I value the practice because I value my job and what I can do to make my doctor successful. With reimbursements low, it is imperative to bill and collect for the maximum reimbursement. A knowledgeable coder is a must. A diligent collection person is also a must. Every time your vendor raises their prices, shop around. Someone is always ready to offer you a better deal (free delivery, quantity discounts, etc) I have been with my doc for nine years, and every year end financial statement shows an increased revenue from the year before. Free cookies are great, but they don’t increase my docs revenue or my paycheck!
#10 by Linda on February 11th, 2010
Quote
The problem does not lie with the doctors or the salaries they pay. The problem is the lack of any kind of work ethic in people today. High salaries do not guarantee good employees, and I speak from experience. There is no sense of pride in a job well done anymore, it’s all about “what’s in it for me”. That’s the American way, work is a four letter word.
#11 by Linda on February 11th, 2010
Quote
In a small town we have to try to be fair to all companies. I don’t have a problem with the pharmaceutical reps. It doesn’t matter what they bring the staff or the provider, our providers prescribe what medicine works for our patients. On DME and Home Health companies we have some that bring drinks, cookies, lunches and such but it doesn’t matter. They know we are fair in our referrals, we have one person doing all the referrals and they are instructed to do it in alphabetical order according to the name of the DME or Home Health company unless the patient request a specific one. That way everyone gets a piece of a very small and finanacial insufficient pie.
#12 by Sherry Krueger on February 12th, 2010
Quote
I will concur on several points here: Money is not always linked to quality employees, and it is VERY difficult to find an employee in todays society that does actually care. With that said IF you are lucky enough to find one DO NOT LET THEM GO! I have worked in the Healthcare field for years and found it to be a very cut throat industry at best. if you can get a good employee that you trust in your corner it could be the difference in success!
Sherry L. Krueger
http://www.hna-net.com
#13 by Sherry Krueger on February 12th, 2010
Quote
Dr. Lauber this comment is to you specifically. I think you are an inspiration! I will quote you often! I am in the thinking stages of a book that would include opinions and stories of doctors just like you. Can I keep your information on file to interview for publishing?
Sherry L. Krueger
http://www.hna-net.com
#14 by Dennis R Flores MD on February 17th, 2010
Quote
The success of a physician in today’s economy requires him to be knowledgeable not only of relentless changes in medicine but in business as well. I have been in solo practice for 28 years. The changes in work ethics over the years have been unbelievable. This coupled with the reductions in reimbursement from third party payers have made it very difficult to find competent staff much less afford them especially in a rural setting. I do see the “infamous” drug reps who are simply trying to retain their jobs. As a caring physician who is intersted in all aspects of his patients, I will not prescribe a medication the patient cannot afford no matter what is brought to the office. I am aware of the $4 generic medications at Walmart and other pharmacies and use them frequently, but honestly some of the name brand meds ARE better with less side effects. On a side note, it is a sad situation for physicians whose time and expertise is under valued and continues to be undermined by third party payors and the media. The uninformed on Capitol Hill continue to make “changes” that will drastically affect our future. All we can do is pray!
#15 by Marilyn O on February 18th, 2010
Quote
It’s unfortunate but I have worked the circuit… front desk, medical assisting, now coder biller and my doctor makes a fortune & not willing to pay the staff to stay….. Can I tell you he will be sorry. They don’t realize what they have till its gone and then they are up a creek
#16 by Andrea on February 18th, 2010
Quote
I have enjoyed reading all your comments. I am not a MD but spent the past 2 years as a MA. When I started out in the field as a intern, my first day a drug rep brought us lunch. I was not aware that they did this (wasn’t told during my time of schooling). It was insane to see the staff along with the MD’s, NP’s and MAA’s , stopped what they were doing just to give attention to the reps because of their gifts. During my whole internship there were drug reps stopping by at least 3 to 4 times a week. While on internship, I talk to the staff about their jobs and responsibilities and it always came up about being underpaid. I understood while entering school that I was going to make the same when I got out. I really enjoyed being a MA and after 2 years I’m not taking my break from it. There was a lot of things that they don’t tell you while in school or on internship. And like I tell everyone I meet when I tell them I’m a med. asst. everywhere I have worked including my internship, I would never want to be their patient.
#17 by CNA License on May 11th, 2010
Quote
Keep posting stuff like this i really like it
#18 by emt training on May 30th, 2010
Quote
Terrific work! This is the type of information that should be shared around the web. Shame on the search engines for not positioning this post higher!