Order of Doing Things

Order of Doing Things

Each “seat on the bus” has primary and secondary duties. We must first focus on the primary duties, in their proper order. Only if we have time, do we consider the secondary duties.

In a busy office like ours, one can easily feel overwhelmed with all there is to do. However, if we focus on our primary duties (i.e. our “hedgehog concept,” things will either fall into or out of place with our limited time.

Primary Duties

1. Patient in front of you
2. Are we prepared for the next patient?
3. Help others with their primary duties before starting on your secondary

Secondary Duties

4. Quadrant II projects. This would include checklists lists or tasks lists.
5. Other projects
6. Self Improvement/CE.

Examples (primary duties are bolded)

Assistant

1. Prepare for the next patient
   2. Concierge your patient
   3. Finish notes, cleanup, & follow-up
   4. Help other assistants and hygienist
   5. Quadrant II projects (task lists)
   6. Review Handbook/CE

Receptionist

1. GREET EACH PT BY NAME & WITH A SMILE
2. Open the Office (10 min. early, voice mail, check e-mail)
3. Create checklist and all claims & do NEA’s (at beginning of shift)
4. Monitor flow/schedule of ALL patients (call pt 5 min. if not arrived)
5. Setup/verify “doctor patient” insurance
6. Answer the phone & monitor e-mail
7. Confirmation Phone Call and Pt e-mail & text reminders
8. Send claims, Dr follow-up call e-mail, enter portal numbers, & close the office
9. Do “Termed Insurance checks”
10. Complete Assistant Checklists
11. Quadrant II projects (task list, etc..)
12. Other projects (mail, shipping items, organize waiting room, postcards, etc…)
13. Review Handbook/CE

Billing and Insurance Specialist

1. Check Apex reports and missed NEA’s
2. Entering & scan EOB checks (call pt if change over $75)
3. Follow up on problem EOB’s, x-rays, & narratives
4. Daily Deposit
5. Claims Outstanding Report
6. Quadrant II projects
7. Other Projects
8. Review Handbook/CE