How to become extraordinary
By Susan Hoy

The process of working to become a better, more professional employee results in transforming yourself from an ordinary employee to an extraordinary one.

What kinds of characteristics does an extraordinary employee display? An extraordinary employee:

• Solves problems. As an employee, you are respon-sible to solve problems — not to complain about them.

For example: If an aspect of your work is intense or redundant, come up with a plan to simplify it. Identifying problems and working as a team to solve them is the way to create a better, more productive practice and helps eliminate stress for everyone.

How do you recognize problems? One way is to pay attention to small frustrations and come up with ways to eliminate them, such as arranging gowns according to size or organizing patient forms and labeling them for easy retrieval.

Work as a team to identify and list problems. Rank them according to complexity. Fix the simple things first, then move on to the more complex issues. Removing frustrations will improve efficiency and productivity, and will result in a more relaxed workplace.

• Is willing to change. The success of your practice is dependent upon your ability to adapt to change. If you do things the same as you did 10 years ago, you are out of date and probably working too hard.

Do what it takes to keep up with change — from mastering technology (including the nuances of your computer programs) to attending seminars to keep up with insurance and coding practices.

Buy the book, Who Moved My Cheese (G.P. Putnam’s Sons, 1998) for your office’s library. This book about change should be mandatory reading for everyone on the staff. It can be read in less than an hour and will completely revolutionize your perception of change.

• Do whatever it takes. If you notice a spot on the rug, clean it up. If the bathroom is dirty, clean it. If a patient needs a little extra help, give it to him. If your day starts at 8:30, be in the office by 8:15.

If you do more than what is expected, you will be a valued employee. But even more important; you will feel good about yourself. Set a goal each day to do at least one thing beyond expectations. The results will amaze you.

• Gets out of a comfort zone. It is easy to get lulled into a comfort zone. But unless you try to do something beyond what you have already mastered, you will never grow.

When you master a challenge, you develop confidence to go to the next level and to move out of your comfort zone again.

Two areas outside of the comfort zone of most CAs are collections and patient education.

Many CAs are uncomfortable about asking for payment. But, each time you do this, it becomes easier. And collecting payment is important to your practice’s success.

Likewise, educating patients about the importance of scheduling and keeping appointments is also important to your practice’s success.

• Create a fun and friendly atmosphere. Since we spend eight hours a day working, why would we want to spend that amount of time in misery?

Rarely do the words “have fun” show up in employees’ job descriptions. Yet it is our responsibility to create a fun and relaxed atmosphere at work! When we enjoy what we do, then we exude energy.

Having a fun, friendly atmosphere makes all the difference in the patient’s experience in your office. If you are having fun, the patients will also.

Happy people treat others well. Fun leads to creativity. Time passes quickly. Having a good time is healthy. Work becomes a reward and not just a way to rewards!

Another “must-read” book for your clinic’s library is Fish (Hyperion Books). The parable of this book will help boost employee (and ultimately patient) morale in your office. Not only does the book help us to have fun at work but helps us include our patients in the fun. Remember that when patients get bored and forget why they are coming in to the office, they are on the way out of your clinic and onto your inactive list.

Susan Hoy is an award-winning team trainer and consultant. She presents training seminars for teams throughout the country and is the author of two team training manuals. The newest is entitled, Systemize Organize Simplify. Susan can be reached at 215-674-0130, suzzhoy@comcast.net or through her Web site at www.beefitup.net.