Spring 2000 Presentation Summary:

The challenges of your front office job may leave you feeling isolated. According to Ms. Jackie Mansell, the members of an orthodontic front office team consistently serve patients as best they can. Front office workers are on the hot seat "200% of the time," in a war of people and paper, answering the telephone, many other simultaneous demands, and long "to do" lists. With such high stress, it becomes especially important to value the people and not get lost in technical aspects of the office, she cautions. Participation in a study group, where you can share your experiences, ideas and problems with fellow professionals, will ensure magical returns. Learning and sharing — even teaching —will allow you to become proactive and will help keep your self-image and spirits high.

A study group can range in size and structure. It all depends on what the members want. There must be some soul-searching. She also cautions prospective members that one of the biggest concerns for a doctor is office confidentiality. Never share sensitive information about your office with others; and always remember that you are networking for ideas.

Founding a Study Club

Ms. Mansell, who organized the Arizona Treatment Coordinators (AZTC) Study Club to coordinate with the statewide Orthodontists’ Study Club, knows of what she speaks. It all began when she sent a letter introducing herself and relating the growing interest a study club for front office workers. She enclosed a survey designed to determine the needs and direction of a prospective group.

Ms. Mansell responded to those who expressed interest in forming a group. She set a date for the first meeting, which was held on the same day as the Doctor Study Group meeting. She enclosed a list of names and addresses of the prospective members.

The agenda for the first meeting included a discussion of the survey that was circulated with the first communication. Other agenda items were proposals for a group name, dues, officers and meeting format suggestions. AZCT decided that they would become an organization for continuing education rather than for actual training, and that they would hold quarterly meetings with one outside speaker a year. AZTC rotates locations and engages outside speakers, covering expenses with club dues. The important thing is that groups reflect the wishes of their members, says Ms. Mansell.

Topics and Critique

AZTC has integrated roundtables and speaker presentations, using both office and conference room sites. Successful topics have included creating a workable office, time management, handling difficult patients or personal situations, managing stress, the formalities of dismissing a patient in active treatment and insurance in divorce situations. Other meetings have featured staging of an initial patient visit (with some of the members playing roles), a presentation by a practice management consultant, a discussion of child abuse, tips on word usage and body language, methods of cross training, a brush-up on OSHA guidelines, how to respond to patients’ questions about AAO advertising and ideas for internal and external marketing.

Recently Ms. Mansell had AZTC members complete an evaluation of their study club. The response was overwhelmingly positive. Respondents had many comments about study club benefits and the list is quite long:

• Informative guest speakers

• Relationships with other office staff

• The opportunity to learn and grow as professionals

• Sharing ideas and problem solving

• Keeping up to date by discussing news items

• Awareness of insurance code and billing ideas

• Ways to improve time management

• Handouts to share in their home office

• Receiving objective feedback when sharing common experiences

The only complaints were that there wasn’t enough time at the study club meetings and that the meetings were too infrequent. After three years, AZTC now has 26 dues-paying members.

Keeping the Edge

Ms. Mansell discussed her views on maintaining excellence as a front office team member. Her advice was to have a strong commitment to change for the better, and solid coping strategies for dealing with problems. She encouraged members to keep track of their progress—the more monitoring you do and feedback you get, the better you’ll perform. We are the caregivers in our offices and we must allow ourselves to learn, grow and forgive ourselves for perceived mistakes. Ms. Mansell hopes that we will experience ourselves as true helpers and friends to fellow office staff, doctors and patients. She reminds us that there are numerous "free" gifts we can give out daily: a smile, a sincere compliment, listening to others and affectionately sharing ourselves. She concludes by encouraging the audience to organize their own study clubs so everyone can do their very best in their chosen positions.

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