Core competences of front office?

Core competences of front office?
FRONT OFFICE ADMINISTRATIVE SUPPORT COMPETENCIES PRIORITY SETTING: Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus. Meets Expectations: Is able to organize/prioritize work load; finishes the task at hand but acts when more critical tasks arise; assists co-workers in retrieving vital information; assists outside agencies in attaining vital information in a timely manner ORGANIZING: Can marshal resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner. Exceeds Expectations: Coaches others to better organize their space, materials and processes; creates ideas and innovate systems for better organization of front office. Meets Expectations: Can multi-task; sets appropriate priorities; asks for help when necessary; space is organized and materials are kept in proper place for you and your co-workers; keeps stock supplies available; orders necessary supplies. SELF-KNOWLEDGE: Knows personal strengths, weaknesses, opportunities and limits; seeks feedback; gains insights from mistakes; is open to criticism; isn't defensive; is receptive to talking about shortcomings; looks forward to balanced (+'s and -'s) performance reviews and career decisions. Exceeds Expectations: Asks for feedback from supervisors and co-workers; points out when recognition is appropriate for themselves and checks for confirmation; is very self directed and is proactive in doing things; can laugh at themselves and calm the environment when tension arises; can say no in the appropriate way. Meets Expectations: Is not defensive; doesn't have an excuse for everything takes responsibility for their actions; uses "I" statements and asks for helps when necessary LISTENING: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees Exceeds Expectations: Can effectively listen for the key elements of purpose of a patient; able to find the purpose fast; can steer and direct the dialogue with patients to get to the intended outcome quicklyMeets Expectations: Can filter out unnecessary distractions to stay on top of work; can listen without being judgmental; can listen to multi-requests from a variety of people, prioritize and accomplish all tasks requested; listens to understand INTERPERSONAL SAVVY: Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Exceeds Expectations: Ability to make everyone feel at ease consistently with all co-workers and patients; highly skilled at recognizing difficult situations and get the appropriate person before it escalates Meets Expectations: Talks directly with people about issues; professional with co-workers and patients; brings appropriate issues to their supervisor; takes responsibility for their own actions. COMPASSION: Genuinely cares about people; is concerned about their work and non-work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others. Exceeds Expectations: Sets boundaries and is compassionate, straightforward with co-workers and patients; takes an active role in coordinating efforts to help others in distress. Meets Expectations: Focuses on the patients; pays attention to people; paraphrases what people say; uses appropriate body language; doesn't classify or label patients; doesn't use judgmental statements with folks; looks at people in the eyes when talking to them; cares about the interaction with patients/co-workers; uses "I" statements; doesn't ask inappropriate questions; is sincere. BOSS RELATIONSHIPS: Responds and relates well to bosses; would work harder for a good boss; is open to learning from bosses who are good coaches and who provide latitude; likes to learn from those who have been there before; easy to challenge and develop; is comfortably coach able. Exceeds Expectations: Manages the boss, provides supervisor with the appropriate information before it is required; is proactive in tasks and anticipates boss "pinches" to prepare them to succeed; creates and offers innovations and new processes to make a supervisor's organization more effective; seeks out areas to improve themselves and/or the department Meets Expectations: Can take guidance and directions effectively; seeks the supervisors assistance when necessary; informs the supervisor about operational issues; treats the boss with respect and is not insubordinate. TECHNICAL FUNCTIONAL: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.Exceeds Expectations: Competency is so high that they now train and coach others; troubleshoot problems with phone, printers, fax copiers (calls appropriate person); is consistently around 100% efficiency Meets Expectations: Ability to enter the registration screens accurately; accurately enters data in IDX; has proper understanding of the data that is entered; arrive the patient and assemble and check charts; files loose paper work in the chart in the appropriate place; knows how to copy and send reports and documents that information in the chart and in IDX; knows technical issues of HIPPA; ensures that all paperwork and insurance information is appropriately copied and printed and entered into IDX 98% of the time (exception-when insurance set is not in the system and has to be added by the billing department); the chart is properly completed and ready for the provider. TIME MANAGEMENT: Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Exceeds Expectations: Flexible and willing to help out in a tough time; is faster and accurate in processing and avoids delays while treating patients with respect-calm face in a storm; can prioritize and communicate issues that need to be done with co-workers Meets Expectations: Dependable to team-gets to work on time; assigned daily tasks are done in a timely manner (knows what needs to be done and does it without being told); works the expected shift or time; patient's charts are put up in a timely manner = keeps flow going = ensures that patients get taken back in a timely manner. CUSTOMER FOCUS: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Exceeds Expectations: Smiles and calls people by name when entering clinic; is sincere and makes patients feel comfortable immediately; effectively manages patients in the waiting room Meets Expectations: Treats patients with trust and respect; uses eye contact when interacting with patients and co-workers; listens without interrupting; greets patients within the first minute of their arrival. COMPOSURE: Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.Exceeds Expectations: Uses foresight to anticipate tense situations and is ready to calm and be calm; can effectively diffuse tense situations and circumstances; can keep team members calm in times of anxiety- calm attitude is contagious Meets Expectations: Is even keeled and calm in all situations; doesn't let anxiety show through to others; able to complete work through avoiding overreacting to situations and events. INFORMING: Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit and/or the organization; provides individuals information so that they can make accurate decisions; is timely with information. Exceeds Expectations: Helps develop scripting for training purposes Meets Expectations: Provides complete information to patients regarding appointment; directs messages to appropriate voice mail; presents information that make patient feel comfortable & welcome to the clinic; informs patient of patient responsibilities i.e. Insurance card, proof of income; minimum payment of $15; repeats information kindly until patient understands WRITTEN COMMUNICATIONS: Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect. Exceeds Expectations: Consistent with communications 100% of the time Meets Expectations: Message is complete, concise and clear; message is legible, patient information is complete; spelling of names need to be precise (date of birth); who called & current phone #; message to appropriate person in a timely manner