Frequently Asked Questions about Healthcare Staff Administrative Training

For any business to be successful (including a medical practice or other healthcare company), every part of the business needs to work well and work together, including the employees in all departments. From record-keeping to interacting with patients to post-treatment follow-ups, the proper training can allow your staff to shine. As a marketing company that has specialized in healthcare for 18 years, we have the expertise to bring your staff up to speed. To help you learn more about training for your team, we’re answering some common questions about this service.

How Can Training My Staff Help with My Bottom Line, and How Do I Know if I Need It?

We see companies all the time who have been using the same process for years or decades, with profits that are decent, but they want to keep strengthening their overall practice. These business’ owners tend to assume, “We’re doing fine, we just need to bring in more business.” In reality, your marketing plan may be bringing in plenty of inquiries but have a “leak in the process” that’s costing you business – patients aren’t getting calls back, they’re not hearing about sales and events, they forget to schedule appointments, their complaints are falling through the cracks, etc. New advertising won’t help much if the new patients you bring in are getting lost along the way.

Another area many practices lack in is record-keeping. Your staff should be tracking where new patients found you, what happened at each visit, and what the next steps are, and they need to be consistently following through with those next steps.

In any case, it’s a good idea to have an expert evaluate your office’s processes for patient intake, follow-ups, record-keeping, and more. Medical service consulting allows us to spend time with your staff and review your practices to find out how to improve your efficiency, your patient conversion, your patient retention, and ultimately your profits.

Exactly What Type of Training Do You Provide?

Every healthcare company we work for is unique and we give each practice the specific, customized training their staff needs, but this can include:

• Building online reputation
• Conflict resolution
• Phone-answering tips
• Overall patient service tips
• Strategies and processes for tracking patient intake
• Accurate patient charting
• Secret shopping
• Patient retention tips
• Educating front desk staff about the treatments the practice provides so they can explain them to patients
• Strategies for consistent patient follow-ups
• Strategies for dealing with difficult patients
• Use of appropriate digital tools
• HIPAA compliance
• Patient consultation tips
• Social media training
• Reputation management

How Does Staff Training Tie in with Marketing?

We may be primarily a medical marketing company, but our focus is on giving our clients a well-rounded package of everything they need. Over the years, we’ve gone beyond helping our clients get more calls from prospective patients to helping them convert and retain those patients as well. We’ve seen first-hand that in order to be successful, a practice needs to combine effective marketing with strong in-house practices. If you’re missing one of these two pieces, the other will be less successful.

Having a staff that isn’t excelling as much as they should be is like leaving money on the table. In most cases, it’s not an issue of motivation or dedication – it’s simply that there are things your staff could be doing that they haven’t thought about or that they don’t know how to do. For help, schedule a meeting with McCauley Marketing Services. For more tips for medical practices and healthcare companies, follow us on Facebook, Twitter, and Google+.