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H.I.S. Home Forums MA Apprenticeship Summer Program Discussion: Skill 4- Front Desk/Reception

  • Discussion: Skill 4- Front Desk/Reception

    Posted by Andrea Nicole on July 5, 2024 at 10:47 pm

    Instructions:

    1. Form Groups:

    – Group is reflective of who your supervisor is.

           2. Scenario Distribution:

    – Each group will receive one of the following scenarios to discuss:

    1. Attempt a discussion on at least one of the discussion points below.
    2. Respond to at least one of your colleague’s discussions.

     

    Group Scenario Discussion Assignment: Front Desk Operations in Pediatric Healthcare

     Objective: To explore the multifaceted responsibilities and essential functions of receptionists in pediatric healthcare settings, emphasizing their role in fostering a welcoming atmosphere, ensuring smooth clinic operations, and enhancing patient satisfaction.

     

     (Lauryn) Scenario 1: Creating a Welcoming Atmosphere

         – Your pediatric clinic has received feedback that the front desk area feels unwelcoming. Discuss ways to improve the reception area’s ambiance and customer service practices. Consider factors such as decor, receptionist training, and patient engagement strategies.

     

     (Fatima) Scenario 2: Efficient Check-Ins and Scheduling

         – The clinic is experiencing long wait times due to inefficient check-in processes and scheduling conflicts. Develop a plan to streamline check-ins and optimize the appointment scheduling system. Discuss the role of technology and communication in improving these processes.

     

    (BreAna)  Scenario 3: Managing Insurance and Patient Support

         – Receptionists at your clinic are struggling with verifying insurance details and providing patient support efficiently. Propose strategies to enhance the receptionists’ skills in these areas. Consider training programs, resource allocation, and the use of technology.

     

       (Irma) Scenario 4: Maintaining Confidentiality and Compassionate Assistance

         – There have been concerns about maintaining patient confidentiality and providing compassionate assistance at the front desk. Discuss the importance of these aspects and develop a set of best practices for receptionists to follow. Include guidelines for handling sensitive information and interacting empathetically with patients and families.

     

       (Leah) Scenario 5: Enhancing Organizational Management and Technical Skills

         – Your clinic aims to improve the organizational management and technical skills of its receptionists. Identify key areas for improvement and propose a comprehensive training program. Discuss how enhancing these skills can lead to better clinic operations and patient experiences.

     

          5. Discussion Points:

       – Identify the key issues presented in your scenario.

       – Discuss how these issues impact the efficiency, atmosphere, and overall patient experience at the clinic.

       – Propose practical solutions and strategies to address these issues.

       – Consider the role of receptionists, administrative staff, and technology in implementing these solutions.

       – Discuss the potential challenges in implementing your proposed solutions and how to overcome them.

    Julissa replied 11 hours, 30 minutes ago 10 Members · 13 Replies
  • 13 Replies
  • Apple

    Member
    July 10, 2024 at 11:17 am

    (Apple F., Emanuel T., Emanuel N., Vanessa R., Koree J., Reyna)

    (Leah) Scenario 5:<b style=”font-family: inherit; font-size: inherit; letter-spacing: 0px; background-color: var(–bb-content-background-color);”> Enhancing Organizational Management and Technical Skills

    Your clinic aims to improve the organizational management and technical skills of its receptionists. Identify key areas for improvement and propose a comprehensive training program. Discuss how enhancing these skills can lead to better clinic operations and patient experiences.

    Objective: To explore the multifaceted responsibilities and essential functions of receptionists in pediatric healthcare settings, emphasizing their role in fostering a welcoming atmosphere, ensuring smooth clinic operations, and enhancing patient satisfaction

    5. Discussion Points:

    – Identify the key issues presented in your scenario.

    • The reception is probably understaffed and is unorganized with their papers.

    • The staff working at the clinic is not fully skilled with communication and teamwork skills

    • The receptionist does not backup the document files at the end of everyday.

    • Unprofessionalism

    – Discuss how these issues impact the efficiency, atmosphere, and overall patient experience at the clinic.

    • If the clinic is understaffed there will be an overflow of patents for them to assist in a timely manner.

    • Unprofessionalism with employees and patients looks like foul language or rube attitudes. This makes the patients feel uncomfortable and not welcome.

    • Not having a strong relationship with your colleagues creates a weak work environment especially since medical assistants all work together to create a smooth appointment for patients. If the clinic lacks good team work of communication it leads to conflict in the workplace and miscommunication.

    • There are some technical issues with the files on uploading them on the PMHER because the receptionist does not put the paper files in alphabetical order when there are feeling lazy. This laziness causes for extra work when its time input them on the computer. Also not backup the PMHER system at night can lead to lost patient history is data is lost.

    – Propose practical solutions and strategies to address these issues.

    • 1) Set a hiring sign outside and a welcoming environment for people applying for the medical assistant position.

    • 2) Plan colleague connection days outside of the clinic. This can be at a restaurant or an amusement park.

    • 3) Parliament treatment: set up meetings and use this method to address important issues.

    • 4) Create a plan for evaluation and training days so that the staff stays sharp with their skills. The goal of the clinic is to give support, empathy and care to patients, and make sure the staff know this goal clearly.

    • 5) Creating a new schedule to ensure timeliness

    – Consider the role of receptionists, administrative staff, and technology in implementing these solutions.

    • All staff members must follow the professional protocol to ensure there job and safety at the clinic. To implement these solutions there will be daily reminders of the facilities goal and their responsibilities. The receptionist’s responsibility is to be polite with all patients and make sure they receive all documents to ensure correct care services.

    • Technology plays a huge role in the facility especially with patients history and scheduling. All computers and medical devices need to be updated or inspected.

    – Discuss the potential challenges in implementing your proposed solutions and how to overcome them

    • Because the clinic has upgraded their approach the staff must change with it. If the receptionist is having conflict at work there should be a meeting called for parliament treatment.

    • Emmanuel

      Member
      July 12, 2024 at 6:48 pm

      I agree with you, Apple, increasing technology in the medical field can enhance the care to patients. However, being unprepared or undertrained can be potential risk. Also, every medical assistant should know how to file vitals and patient information on paper in case of unexpected events like power outages.

    • Dayanara

      Member
      July 12, 2024 at 10:30 pm

      These ideas are great for improving the clinic. You guys did a good job!

    • Kimberly

      Member
      July 12, 2024 at 10:46 pm

      You guys did a great job. I like the practical solutions and strategies you guys came up with to address the issues.

    • Kaelynn

      Member
      July 14, 2024 at 7:13 am

      Great how ya’ll said that without good communication with the people your working with can slow down the entire clinic and cause miscommunication. Showing how important it is to have good communication

  • Dayanara

    Member
    July 12, 2024 at 10:27 pm

    Group Scenario Discussion Assignment: Front Desk Operations in Pediatric Healthcare

    Objective: To explore the multifaceted responsibilities and essential functions of receptionists in pediatric healthcare settings, emphasizing their role in fostering a welcoming atmosphere, ensuring smooth clinic operations, and enhancing patient satisfaction.

    (BreAna) Scenario 3: Managing Insurance and Patient Support

    – Receptionists at your clinic are struggling with verifying insurance details and providing patient support efficiently. Propose strategies to enhance the receptionists’ skills in these areas. Consider training programs, resource allocation, and the use of technology.

    Discussion Points:

    1. Identify the key issues presented in your scenario.

    Struggling with verifying insurance details

    Not able to provide patient support efficiently

    2. Discuss how these issues impact the efficiency, atmosphere, and overall patient experience at the clinic.

    -The image of the clinic goes down because of the issues

    -More waiting for patients

    -People will think that they don’t know how to do their job correctly

    -Patients will not feel safe seeing that the receptionists are struggling to do their job

    3. Propose practical solutions and strategies to address these issues.

    Having training programs be in place

    Interviewing and finding out what the receptionists are struggling with specifically

    Try and make the technology being used easier to navigate

    Offering resources that can help the receptionist improve when they’re on their own time

    4. Consider the role of receptionists, administrative staff, and technology in implementing these solutions.

    Receptionists: Verify insurance details and assist patients with appointments, examination, and information.

    Administrative staff: Manage resources such as software systems and information updates to support receptionists in their roles.

    Considering the role of the receptionists, they should ask for help when they have trouble so that they don’t struggle while they are working with any patient.

    The administrative staff should always listen when someone needs help and always have good communication with staff.

    The technology that receptionists use should have good security and should be easy to navigate.

    5. Discuss the potential challenges in implementing your proposed solutions and how to overcome them.

    -A potential challenge is ensuring the security of a patient’s information. A solution is ensuring compliance through rules through strong measures and staff training.

    -A potential challenge is ensuring access to updated information. A solution is to provide receptionists with regular access to updated policy manuals and online databases.

    Group members: Dayanara, Brenda, Kimberly, Kaelynn, Iveth, Jason

    • Apple

      Member
      July 15, 2024 at 8:20 pm

      Hi Dayabara👋🏾, your groups solutions seem like they would work effectively because you are focusing on the needs and skill sets of your employees. Having training programs and interviewing your receptionist will surely refine the clinic and improve the quality of services.

  • Alani

    Member
    July 15, 2024 at 11:49 pm

    Our key issue is our office front desk is unwelcome and patients are not feeling safe and confident with the negative environment. When there isn’t a welcoming atmosphere for patients, they will not trust the medical professionals and will feel hostile towards medical professionals that want to help them, this will cause lack of confidence and uncertainty of the medical professional that actually wants to help them. To fix these issues we can find videos for our receptionist to re-train, explaining the importance to medical professionals why they need to have a welcoming attitude verbally and non verbally. Also teaching the importance of having a welcoming, clean, respectful, friendly environment for patients to feel trustworthy of the offices they are bringing themselves to and their children. Finally we will know if the changes we made have been effective by having patients give feedback on why we improved on and what would be improved. When implementing these roles we will have our reception team watch a video once a day on how to effectively have a welcoming atmosphere and attitude and administrative staff will make sure all employees have watched a video everyday until the positive feedback has been received. Some challenges that may have to be dealt with are receptionists not listening to the advice from the videos, or their attitudes not changing with the patients and their families. If this were to happen we may need to implement a consequence motion so that workers get their jobs done.

    Alani, Elizabeth, Antonia, Hailey, Trinity

    Ms. Lauryn group

  • Odalis

    Member
    July 20, 2024 at 11:08 pm

    (Irma) Scenario 4: Maintaining Confidentiality and Compassionate Assistance

    – Discuss how these issues impact the efficiency, atmosphere, and overall patient experience at the clinic: This has a very negative impact on the clinic because it seems that the clinic and the staff do not care about keeping their patients’ records in a safe place and do not have staff with the ability to maintain a professional profile, I think that by having a Staff with better training in these areas will handle this problem better and will give a good representation of the staff in the clinic and they will be able to have a professional and secure profile with their patient’s personal information.

    • Julissa

      Member
      July 23, 2024 at 3:25 pm

      Great job Odalis!! You have good strategies in how you will deal with this problem.

  • Odalis

    Member
    July 21, 2024 at 4:38 pm

    (Irma) Scenario 4: Maintaining Confidentiality and Compassionate Assistance

    – Discuss how these issues impact the efficiency, atmosphere, and overall patient experience at the clinic: This has a very negative impact on the clinic because it seems that the clinic and the staff do not care about keeping their patients’ records in a safe place and do not have staff with the ability to maintain a professional profile, I think that by having a Staff with better training in these areas will handle this problem better and will give a good representation of the staff in the clinic and they will be able to have a professional and secure profile with their patient’s personal information.

  • Loraine

    Member
    July 23, 2024 at 12:53 pm

    Ms.irma senerio 4

    To improve healthcare setting The best practices include handling sensitive information discreetly while interacting empathetically with patients and families.

    There are several healthcare challenges one of them is Chronic Disease Management: The prevalence of chronic diseases such as diabetes and heart disease continues to rise a solution to this would be Encourage healthy lifestyle choices through education campaigns on diet/nutrition/ exercise.

  • Julissa

    Member
    July 23, 2024 at 3:23 pm

    The problem in (Ms.Irma) scenario 4: is that there have been issues with maintaining patient confidentiality and also providing assistance. The problem has an impact because we can make patients feel uncomfortable as they are not having security with their personal information. Some solutions and strategies to confront this problem is to better train the receptionists on how to have more reliability and also provide the best assistance to the patient. All receptionists, administrative, staff, and technology have to follow the rules when implementing these solutions in order to have a safe place, with a good environment and also to take care of the privacy of the patients. The potential changes in implementing the solutions would be to maintain a better environment. This could be overcome by practicing all these strategies.

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