Issue 8 - June 2003

Team tips by Susan Hoy
Unclutter your mind and desk

One of the best ways to feel in control is to be organized and eliminate clutter. Working in a cluttered, stressful environment is not conducive to attracting more patients. Here are some organizational tips that will help you and your CAs unclutter your minds and your desks.

• Tickler file. To unclutter your desk, file regularly. To make sure you don't forget about paper that is filed, use a tickler file, a file drawer with hanging files that are numbered from 1 - 31 (each day of the month). Whenever you have paperwork that needs to be done sometime in the future, just file it in hanging file associated with the day you want to tackle that particular issue.

The paperwork is off your desk and filed where you will not forget to complete it. Get into the habit of looking into your tickler file every day. On Monday, make sure nothing was filed in the two previous files just in case you inadvertently filed something into a weekend slot.

• Desk organization. Dedicate three horizontal stacking files labeled “in,” “out,” and “pending,” on each desk. Deposit all incoming paperwork into the “in” stack.

Anything that you have completed, put in the “out” stack, and anything your are currently working on that still needs your attention — such as a call-back — in the “pending” stack.

Then, dedicate four file folders in a vertical sticking file, labeled 1, 2, 3 and 4.

File 1 is for immediate action — for example calling for insurance verification. File 2 is for action that needs to be taken before the end of the day. File 3 is for action that must be taken by the week’s end. File 4 is for non-priority action needed within the month.

• Communication slips. When you need a question answered, fill out a communication slip and put it in the “in” box of the right staff member.

You can also use communication slips with patients. When they request a letter or a statement, give them a communication skip and ask them to write down the specifics. You can file the written request in your pending file and not forget it.

• Task organization. Once you begin a task, finish it. For instance, when you send out personalized birthday cards, write the cards for the entire month and put them in your tickler file to be sent out later.

Do the same with your quality control survey forms, appointment reminders and other patient mailings.

• Notebook. Keep a notebook for daily notes about requests from patients, verbal requests from staff members, reminders to call patients or jobs you need to complete.

• Note cards. Choose attractive, conservative but classy generic blank note cards that you can send on all occasions.

• Schedule board. Keep a “Year at a Glance” scheduling wallboard where it is visible to all staff members. Use it to schedule vacations, office events, out-of-office reminders, employee schedules and holiday schedules.

Susan Hoy is an award-winning team trainer and consultant. She can be reached at 215-674-0130; suzzhoy@aol.com; or through her Web site at www.beefitupnet.