Job description of the administrator of the clinic. Dental Clinic Administrator
The administrator is not just the "face" of the clinic or medical center, the administrator is the main person in the clinic or center when the head is not at the workplace, respectively, the administrator is also the "right hand" of the head. In his work, the administrator must be guided by the principles that the owner or manager of the business sets himself. But let's talk in more detail about the goals, tasks and responsibilities of the administrator of the dental clinic.
Working as an administrator in dentistry
Working as an administrator in dentistry is a big responsibility, because he must organize the work of the enterprise, and also, for the most part, accept the point of view of the manager and adhere to it in working with the staff. In practice, of course, administrators often "befriend" the manager, discussing with other employees the specifics of managing a clinic or medical center. However, this is fundamentally wrong, because the administrator is also a leader, which means that he must maintain the authority of management in the eyes of employees. And this is one of the main tasks of the administrator - to maintain a balance in relations between management and staff, and also to make sure that the enterprise runs smoothly and the work inside is organized.
As in any other profession, the administrator has certain goals and tasks that this position requires. As for the tasks that an administrator should set himself, these are, first of all:
- Effective communication with clients and patients
- Competent organization of the enterprise.
- Increasing the profitability of the center or clinic.
How to increase the profit of a dental clinic
Install a convenient program for managing dentistry - Denta, with which you can work with a schedule, fill out a medical history and calculate salaries for employees. Both managers and doctors, as well as administrators of kinics, can work in Dent.
The performance of these tasks is directly related to the functions of the administrator, which we will discuss in more detail.
Unfortunately, most administrators present their work as the work of a "medical secretary" who only answers calls and makes appointments for clients. Once again something to offer the patient? Do you recommend any home remedy? No, they are not sellers. But in reality, the administrator is your most important seller!
- He "sells" the idea to come to your clinic when he communicates with the patient on the phone.
- He "sells" the idea that this clinic can be trusted and it is here that you want to return again and again when a patient comes to you for the first time.
So what are the real responsibilities of an administrator? Are they limited to answering calls and making appointments, or is there more to this profession? Let's figure it out.
Effective telephone communication
One of the most important parts of being an administrator in dentistry is communicating with clients on the phone, whether it be answering questions from patients or making appointments for new or regular patients. How the administrator answers the calls of patients depends on whether the patient will come to the appointment or postpone it until better times, and possibly turn to competitors. Of course, when communicating on the phone with patients, many factors must be taken into account, including: courtesy, goodwill, openness towards the patient. In addition, the patient's choice and attitude towards you and your clinic will also be affected by how often the administrator calls the patient's name in a conversation and whether the administrator smiles when speaking into the phone or mumbles or grumbles in annoyance.
In addition, in the process of communicating on the phone, the administrator must “discover” the client, identify his needs and make the patient want to come to your clinic. The administrator must have sales skills, this will certainly help him in his work and "processing" calls. Administrators who have been trained in sales, using sales scripts in their work, record much better than untrained administrators. And if you need to take sales trainings regularly and constantly use sales skills in your work in order to “not lose your grip”, then the scripts that you can write for administrators can greatly simplify your life for a significant period of time! We have created scripts for administrators in our center, where it is written:
These scripts are very helpful, thanks to them even an untrained administrator can make appointments for patients.
Calculation of clients and registration for services
This section of duties is one of the most important, but not the most difficult, because all you need is to be able to work with the program, as well as be able to communicate with the client so that he wants to come to you again. That is, it is necessary to motivate him to make an appointment for a second appointment or even for a preventive examination, even after six months. In addition, it is worth offering the client to purchase comprehensive services and home care products.
And here sales techniques and scripts again enter the “arena”. If your administrator is good at sales techniques or if he has studied sales scripts in detail, he will be able to offer and sell complex services or home care products with ease.
How do we use it? For example, at the reception desk there is a reminder on how to carry out upselling, for example:
Administrator: “Do you want the effect of the treatment (whitening) to last longer? I highly recommend this wonderful mouthwash. Since you have been treated for cavities, this remedy will help you in the prevention of cavities. The effects are really impressive!
Creating such scripts will help to significantly increase your revenue.
Customer service
It's no secret that one of the most win-win strategies in a crisis is to provide the highest quality service. Impeccable service is the "key" to the hearts of your customers, and your administrator is the person who owns this key.
In order for the administrator to provide the highest quality service, you need to carefully teach him the principles and basics of service maintenance, prescribe standards: how to meet the patient, what to offer him, what is the algorithm of work in a given situation.
Such standards will help to build a unified system of customer service, and by registering them once, you can not waste time on training new employees - it will be enough to let them study such standards.
In our clinic, we have introduced such standards, we let our employees study them, after which we carry out certification.
In addition, from time to time we conduct a “secret patient” check and carefully ensure that all standards are met at the highest level!
The most important thing is to find a person who is productive and efficient, open and communicative, and then, by training him, you will be able to achieve high results and bring your clinic to a completely new level of income.
Analytic function
Its essence is that at all stages of interaction with the patient, the administrator pays attention to his individual characteristics, tries to behave adequately, while controlling the process and the results of the impact.
In contact with the patient, the administrator:
Image-forming function
With all the style of his behavior (verbal and non-verbal), the administrator must correspond to the level of claims of patients, their expectations to find a high level of service.
Only under this condition is the administrator able to inspire confidence in himself and, consequently, in his institution. This is the main goal of creating a professional image. What forms the patient's trust in the administrator?
First of all, the style of activity - intellectual, emotional, communicative, moral and, of course, knowledge of duties, their clear execution. It is extremely important to adhere to the psychological and ethical standards of communication, to be a sociable person, that is, charming, conducive to communication and trusting contacts. Needless to say, the administrator must have an audiovisual culture: a pleasant sounding voice, skillful use of intonations, pleasant appearance, the ability to dress fashionably and tastefully.
Training in dentistry
Do administrators need knowledge of dentistry, if so, how much? The answer to this question depends on the philosophy of the medical institution and the functions that are entrusted to the administrator. They can be limited to the role of the registrar - informing the patient of prices for services, recording and inviting to the office. Such an orientation leads to the fact that administrators experience a lack of information that must be communicated to the patient in order for him to make a reasonable decision about visiting this particular clinic, this particular specialist. Only the doctor finds out the patient what can be clarified and explained to him in advance. The patient wastes time, there is a feeling of irritation: “Why didn’t the administrator say this when I talked to him?”
There are a number of other reasons for training administrators in the field of dentistry: the patient calls the medical facility and believes that a competent person is talking to him; knowledge of certain basics of dentistry allows the administrator to more accurately inform the patient about prices within the framework of his probable problem and not scare him away with prices for services that he most likely will not need; It is necessary to argue the need for consultation with an understanding of the issue.
So, the training of future administrators covers various areas - informing patients about services, the psychological aspects of interaction and the basics of dentistry. This is the ideal scheme for training an administrator.
Selection and training of administrators
There are four stages in the scheme of selection and training of administrators developed by us (the system of clinics "Medi", St. Petersburg).
1. Pre-selection stage
During the interview, girls are evaluated according to several parameters: appearance, communication style, literacy and speed of speech, the ability to express their thoughts in words, quick wits (the ability to quickly navigate the situation), life position.
Then the candidates answer questionnaires to identify a number of personality traits that determine the success of working with people: communicative attitudes; the ability to evaluate and adjust their actions in achieving the set goals and desired performance results; features of the worldview, that is, what and how a person perceives in himself and others, what personal meanings he gives his impressions - positive, neutral or negative; the ability to reflect one's "I".
The stage of preliminary interview and questioning does not allow to determine with a high degree of certainty whether a given applicant for the role of an administrator will be able to meet the requirements and standards that have developed in the clinic. From the mass of candidates, the most promising for training are determined here.
2. Learning phase
The initial course lasts 7-10 days in the amount of 50-60 hours of lectures and practical classes and is conducted on the basis of our institute. By the end of the training, administrators should be fluent in information about the services provided by the clinic, their prices, be able to navigate the problems of patients and correctly recommend the necessary types of assistance.
In addition to studying theoretical issues, administrators in the classroom learn how to interact with patients in a playful way. At the same time, the psychological subtleties of communication are monitored: the ability to “feel” the patient, the sincerity of the desire to help or solve the problem in the best way, quick wits, emotional involvement and activity in educational dialogues.
In turn, the psychologists who conduct the training form a more informed impression of each applicant for the role of administrator. By this time, as a rule, the intellectual, emotional and moral potentials of students are quite clearly identified.
3. Stage of internship in clinics
The administrator-mentor is responsible for the quality of training during the internship. By the end of it, the trainee should be able to freely navigate the technique of registering patients at the clinic, have information about prices, services, admission conditions, be able to select a time of appointment or consultation that is convenient for the patient, carry out the necessary coordination with the doctor, make adequate decisions in difficult situations, and keep documentation.
After the completion of the internship, the senior doctor of the clinic where the practice was held, the administrator-mentor and the psychologist responsible for the training of administrators express their opinion on the work of a beginner (in writing). As a result, a summary characteristic is compiled for the trainee administrator, which reflects the following information: discipline; responsibility for the execution of orders; the nature of interaction with patients - activity, attention, caring, or, conversely, indifference, coldness, arrogance, etc.; learning ability, i.e. the ability to perceive new information and comments from staff or patients, the desire to clarify incomprehensible moments in work; manifestation of initiative, the desire to organize their work in the best possible way; compliance with the appearance of the style adopted in the clinic; ability to navigate difficult situations.
4. Certification stage
Girls who successfully completed the internship are allowed to take the exam (attestation). The exam is conducted in the form of an interview, in which the head doctor of the clinic, the senior administrator and representatives of the Department of Psychology and Medical Deontology of our institute take part. Knowledge of the instructions for informing patients about services, prices and conditions of admission is tested, practical situations are offered where it is necessary to show ingenuity, flexibility of mind, initiative, and a creative approach to business.
In case of successful passing the exam, the administrator is enrolled for a permanent job in the clinic and he is assigned the initial (third) category (there are four in total, including the highest). If the knowledge and practical skills of the internship raise doubts among the members of the examination committee, then the following solutions are possible: extending the internship period with re-certification or expulsion from the company. And those who are enrolled in the staff of clinic administrators begin to work independently. Ahead of them, like all of our more than 50 administrators, constant study and training, periodic recertification. The path of improvement is long and difficult - any professional working in the company comprehends this truth by his own example.
This manual can also be used as a "job description for a dental administrator". Job description of the clinic administrator 1.1. This job description defines the job duties, rights and responsibilities of the administrator of the clinic administrator (hereinafter referred to as the "enterprise"). 1.2. A person with a higher or specialized secondary education is appointed to the position of the clinic administrator. 1.3. Appointment to the position of administrator of the clinic and dismissal from it is carried out in accordance with the procedure established by the current labor legislation by order of the head of the healthcare institution. 1.4. The administrator of the clinic reports directly (to the head of the department, deputy chief physician, chief physician) 1.5.
Job description of the administrator of the medical center
- List of medical records of the registry.
- Journal of registration of forms of disability certificates (recording form No. 036-U).
- Journal of registration of certificates of incapacity for work.
- Journal of registration of prescription forms issued to doctors.
- Outpatient medical record (registration form No. 025/U-04).
- Coupon for an outpatient patient (registration form No. 025-12/U).
- Register of outpatient medical cards issued to the hands.
- Register of outpatient cards issued upon request.
Annex 2 to the order of the BU KHMAO-Yugra "Kondinsky District Hospital" dated 02.02.2015 No. 23 Approximate job description of the administrator
Clinic administrator job description
When the patient first contacts by phone, he records and registers the patient with the obligatory clarification of the information source (where the patient learned about the clinic - record the information in the file "customer base" sheet "customer base" column "specify where he learned about the clinic"). - Selects a convenient time for the patient and, if necessary, consultations of several specialists, sets the receptions sequentially. He tries to ensure that the client receives the maximum number of necessary consultations in one visit. - Forms an optimal record of patients for initial and repeated consultations in accordance with the corporate standards adopted by the Clinic: tries to minimize downtime in the schedule of doctors by keeping a tight record. - Conducts telephone conversations with patients in order to confirm the patient's appointment with a doctor. Registration is confirmed the day before admission.
Result: client's appointment.
Responsibilities of a clinic administrator
As a rule, such information is placed at the very beginning of the instruction - on the title page in the upper right corner. The standard job description of the administrator of the medical center includes the following sections:
- General provisions. This part of the document defines the basic requirements for a candidate for the position of administrator of the medical center, including education, work experience, and professional skills.
As a rule, medical education from the administrator is not required. But the ability to work with documents, knowledge of a computer, skills in working with office equipment are welcome. Also, the general provisions include the rules for hiring, dismissal and replacement of an employee.
Here, his place in the general organizational and staffing structure of the institution is determined, and the immediate supervisor of the employee is appointed.
The administrator of the clinic must know: - the laws of the Russian Federation and other legal acts regulating the activities of healthcare institutions; – current regulatory and methodological documents regulating the rules of office work and documentation; — directions of activity of the enterprise and its structure; - the main services of a medical institution, including the price list and the technologies used; — basics of nosology; - Name and position of the staff of the medical institution; - distribution of responsibilities between employees of the enterprise; - rules for conducting telephone conversations and receiving visitors; - official etiquette and rules of subordination; – office equipment, communication facilities and cash register, as well as specialized computer programs; - rules for compiling and maintaining reports of a medical institution, forms of accounting documents. 1.6.
Job Descriptions
Receiving and distributing phone calls. 2.2. Meeting patients of the medical center. 2.3. Informing clients about the services of the medical center. 2.4. Book an appointment with a specialist. 2.5. Registration of primary medical documentation.
2.6.
Info
Maintaining a client base. 2.7. Carrying out settlement and cash operations. 2.8. Taking measures to prevent and eliminate conflict situations. 2.9. Implementation of work on effective and cultural service to visitors, creation of comfortable conditions for them.
2.10.
Attention
Coordinating the work of doctors and staff. 2.11. Preparation of reporting documentation. 2.12. Work with documents. 2.13. Interaction with insurance companies. 2.14. Implementation of the order of materials for the clinic. 2.15. [Other Job Responsibilities].
3. Rights The administrator of the medical center has the right to: 3.1. For all social guarantees provided for by the legislation of the Russian Federation. 3.2.
- have an appropriate appearance: wear a medical gown, wear your name badge, have a neat manicure, make-up, hairstyle, clothes;
- observe the principles of ethics and deontology;
- conduct a conversation with visitors in any situation politely, correctly, with due patience and respect for the visitor;
- at the time of the visitor's request, follow the rules of the meeting: greet, give your name, patronymic and position, clarify the purpose of visiting the BU KHMAO-Yugra "Kondinsky District Hospital", help to get used to the environment;
- follow the rules of communication: to talk with the employees of the BU KHMAO-Yugra "Kondinsky District Hospital", only related to the performance of their duties and production activities, not to discuss or use the information received in the performance of official duties in accordance with Art.
Job description of the administrator of the registry of the polyclinic sample
Confirmation of the appointment is carried out the day before the patient's appointment (in the evening from 16.00 to 20.00) 2.12. Conducts mailing lists to regular patients with information on various areas of work of the medical institution 2.13. Maintains an electronic register of insurance patients. 2.14.
Collect cards of patients scheduled to see a doctor the next day. The selection of cards is carried out daily in the evening from 16-00 to 18-00 hours 2.15. Organizes the exchange of necessary information within the staff of the medical institution.
2.16. Carries out the calculation of patients with the issuance of checks to them. 2.17. Controls the safety of documentation and cash registers 2.18. Attends meetings of administrators within the time specified by the management of the enterprise 2.19. Controls the cleanliness and order in the lobby, porch and corridors of the medical institution.
2.20. Comes to work early before clinic starts. 2.21.
The administrator of the medical center must know: - the laws of the Russian Federation and other legal acts regulating the activities of healthcare institutions; – current regulatory and methodological documents regulating the rules of office work and documentation; — directions of activity of the enterprise and its structure; - the main services of a medical institution, including the price list and the technologies used; — basics of nosology; - Name and position of the staff of the medical institution; - distribution of responsibilities between employees of the enterprise; - rules for conducting telephone conversations and receiving visitors; - official etiquette and rules of subordination; – office equipment, communication facilities and cash register, as well as specialized computer programs; - rules for compiling and maintaining reports of a medical institution, forms of accounting documents. 1.6.
A person who has a higher or secondary specialized vocational (humanitarian) education and at least 5 years of work experience is appointed to the position of administrator. 1.6. During the absence of the administrator, his duties are performed in accordance with the established procedure by an appointed specialist who is fully responsible for their proper performance. 2. Functional responsibilities. 2.1. The process of "Recording clients for an appointment": - Answers incoming calls to the Clinic, in accordance with the rules of telephone conversations, using speech standards (see.
“Standards of work of the administrator of the Clinic. Customer-Oriented Service (read more here). - Kindly advises visitors on issues related to the medical services provided by the Clinic and the procedure for their provision. - Gives information to patients about the mode and work schedule of the Clinic and its leaders and doctors.
- The administrator is responsible for:
- clear and timely fulfillment of the duties stipulated by this job description;
- compliance with the rules of the meeting and the rules of communication;
- compliance with the rules of internal labor regulations;
- compliance with the rules of safety and labor protection;
- compliance with fire safety rules;
- observance of labor and performance discipline;
- disclosure of information constituting a medical secret;
- non-compliance with the Federal Law "On the Protection of Personal Data".
You can download the job description of the administrator of the dental clinic for free.
Job responsibilities of the administrator of the dental clinic.
I approve
________________________________ (Surname, initials)
(name of the institution, its ________________________
organizational and legal form) (director; other person
authorized to approve
job description)
JOB DESCRIPTION
ADMINISTRATOR OF THE DENTAL CLINIC
______________________________________________
(name of institution)
00.00.201_ #00
I. General provisions
1.1. This job description defines the duties, rights and responsibilities of the administrator of the dental clinic _____________________ (hereinafter referred to as the "enterprise").
Institution name
1.2. A person with a higher or secondary specialized education is appointed to the position of administrator of a dental clinic.
1.3. Appointment to the post of administrator of a dental clinic and exemption from it is carried out in accordance with the procedure established by the current labor legislation by order of the head of the healthcare institution.
1.4. The administrator of the dental clinic reports directly to _____________________
(Head of Department,
Deputy Chief Physician
chief physician)
1.5. The administrator of the dental clinic submits must know:
Laws of the Russian Federation and other regulatory legal acts regulating the activities of healthcare institutions;
Current regulatory and methodological documents regulating the rules of office work and documentation;
Directions of activity of the enterprise and its structure;
The main services of the medical institution, including the price list and the technologies used;
Fundamentals of nosology;
Name and position of the staff of the medical institution;
Distribution of duties between employees of the enterprise;
Rules for conducting telephone conversations and receiving visitors;
Service etiquette and rules of subordination;
Office equipment, communication facilities and cash register, as well as specialized computer programs;
Rules for compiling and maintaining reports of a medical institution, forms of accounting documents.
1.6. During the absence of the administrator of the medical center (business trip, vacation, illness, etc.), his duties are performed in the prescribed manner by an appointed person who is fully responsible for their proper performance.
II. Responsibilities
The Dental Clinic Administrator is responsible for:
2.1. Answers incoming calls to a medical facility in accordance with the rules of telephone conversations
2.2. Starts a medical record for a patient who first visited a medical facility before the start of the initial consultation
2.3. Concludes an agreement with patients visiting a medical facility for the first time. The contract is filled in 2 copies: one is handed over to the patient; the other is pasted into the patient's medical record.
2.4. Invite the patient to sit down and wait for the doctor to invite the patient into the office
2.5. Notify the doctor about the arrival of the next patient
2.6. Coordinates the passage of patients to the medical facility
2.7. Records patients for primary and secondary treatment according to the established temporary rules for admission of patients. In the case of an appointment with two specialists, the appointment is made with the assistance of the attending physician.
2.8. Records primary patients in the schedule of appointments for consultations using specialized software.
2.9. Strive to minimize downtime in the doctor's schedule by keeping a tight record and filling the resulting downtime with calls from patients of various categories.
2.10. Conducts telephone conversations with patients with the aim of inviting for preventive examination of patients who applied for services to a medical institution, as well as calling patients who have not completed the full course of treatment.
2.11. Conducts telephone conversations with patients in order to confirm the patient's appointment with a doctor. Confirmation of the appointment is carried out the day before the patient's appointment (in the evening from 16.00 to 20.00)
2.13. Maintains an electronic register of insurance patients.
2.14. Collect cards of patients scheduled to see a doctor the next day. Card selection is carried out daily in the evening from 16-00 to 18-00 hours
2.15. Organizes the exchange of necessary information within the staff of the medical institution.
2.16. Carries out the calculation of patients with the issuance of checks to them.
2.17. Controls the safety of documents and cash registers
2.18. Attends meetings of administrators at the time specified by the management of the enterprise
2.19. Controls the cleanliness and order in the lobby, porch and corridors of the medical institution.
2.20. Comes to work early before clinic starts.
2.21. Complies with safety regulations and industrial sanitation.
III. Rights
The administrator of the dental clinic is subject to the right to:
3.1. Make proposals to the management of the enterprise on the optimization and improvement of medical and social assistance, including on issues of their work activities.
3.2. Require the management of the institution to assist in the performance of their duties and rights.
3.3. Receive information from the company's specialists necessary for the effective performance of their duties.
3.4. Enjoy labor rights in accordance with the Labor Code of the Russian Federation
III. Responsibility
The administrator of the dental clinic is responsible for:
4.1. For the proper and timely performance of the duties assigned to him, provided for in this job description
4.2. For the organization of their work and the qualified execution of orders, orders and instructions from the management of the enterprise.
4.3. To ensure that subordinate employees comply with their duties.
4.4. For non-compliance with internal regulations and safety regulations.
For offenses or omissions committed in the course of therapeutic measures; for errors in the process of carrying out their activities, which entailed serious consequences for the health and life of the patient; as well as for violation of labor discipline, legislative and regulatory acts, the administrator of the dental clinic is subject to may be brought in accordance with applicable law, depending on the severity of the misconduct, to disciplinary, material, administrative and criminal liability.
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