medical administrative assisting, in small and medium-sized health care clinics, front desk positions may require the jo

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medical administrative assisting, in small and
medium-sized health care clinics, front desk positions may require
the job responsibilities of both running the front office, coding
and billing, and back-office duties. It illustrates an
important aspect of your position.
Let's reflect for a moment;
Are you prone to anger?
Do you react negatively to angry people?
Have you gotten in trouble in the past for what you have said to
other people?
As a Medical Administrative Assistant you are the face of the
organization. When patients/clients arrive they speak to you first.
How you respond to them sets the tone for their feelings about the
entire organization. The best medical care can be overshadowed by a
negative encounter with you. Others have invested hundreds of
thousands of dollars, in some cases millions, in a business that
what you say, how you act, the manner in which you treat the paying
customer, can impact in a negative manner.
Much of this program has been spent in providing you the
knowledge, teaching you the skills to know your job and what will
be expected of you. None of those things are more important than
assisting you to realize the impact of what we call the "soft
skills" in health care. This is not an easy skill to develop. You
are not a Disney World greeter. The customer/clients/patients that
dial your phone number, walk into to your office, and confide in
you in your medical rooms are often not happy campers. They may be
in pain, they may be frightened about what will happen to them or
fear a potentially serious diagnosis. They may have no idea how
they are going to pay for this health care visit or worried that
they may lose their job for taking off to see the health care
provider. Perhaps they left young children home alone or those
young children are climbing all over in the room of the office (be
sure to plan for a children’s activity area to help parents).
The point is that when someone comes into contact with you, you
have no idea what they are struggling with. Part of your position
is to never be reactive, never respond in kind. THEIR behavior
NEVER justifies poor behavior on your part. Respect, gentleness,
concern, and an overall projection of the attitude that you will do
almost anything to help make this bearable may very well be the
most important skill you learn in this entire program.
Relate the importance of interpersonal skills when interacting
with patients. Include the following aspects in the discussion:
Express the top three skills you feel are needed to be
successful in a multi-role position.
Discuss with peers if you agree or disagree with the top three
skills they listed.
Share a time you did not have a good experience with a health
care worker.