PERFORMANCE AGREEMENT: Patient Treatment Coordinator

(paptcoor.doc)

 

INTRODUCTION AND ACKNOWLEDGMENT

 

Name:  ______________________________________________________________________

 

Date of Hire:  _______________                                 Starting Salary: $ _______    per _______

 

[Doctor/Practice Name] provides all of our clients quality dental care and exceptional, warm, and caring patient/customer service. We believe that each patient deserves the best oral health care available in today�s dental industry.

 

This PERFORMANCE AGREEMENT outlines how we carry on this tradition and continue to maintain a financially successful and professionally fulfilling dental practice.

 

Our Standards of Service

 

1.       We seek to develop a partnership with our patients in creating a higher level of health.                               

2.       We are dedicated to maintaining our education and our professionalism at the highest level.

3.       We understand that the achievements of our organization are the result of building teamwork with those we serve and among ourselves.  

4.       We will share information with our patients so they can make educated and comfortable decisions about their oral health care.

5.       We believe that only through providing care to others in a value system that is compatible with our own can we achieve harmony in our lives.

 

In addition to these company-wide standards, as an employee you also have individual standards for your personal area of responsibility, which you will find outlined in the PERFORMANCE STANDARDS attached. How you maintain these standards will determine your future with our practice.

 

You will find the following forms provided in this PERFORMANCE AGREEMENT package:

                       

       Introduction and Acknowledgment

       Position Summary

       Performance Standards

       Position Task Inventory

       Overall Evaluation

       Performance Plan

 

I have reviewed this position description and understand that I am expected to abide by these standards as outlined.  I understand that I will be evaluated on these standards after the three-month orientation period, as needed throughout the year, and annually at the anniversary date of my employment. I further understand that this agreement does not represent an employment contract; employment with this practice is not for any specified term; employment can be voluntarily or involuntarily terminated �at-will,� with or without cause or notice at any time.

 

 

EMPLOYEE SIGNATURE _______________________________________ DATE _______________

 

 

MANAGER SIGNATURE ________________________________________ DATE ________________


Performance Agreement: Patient Treatment Coordinator / 2

 

POSITION SUMMARY

 

NAME:  ____________________________________________________________________________

 

JOB CLASSIFICATION:  Non-exempt                     SUPERVISOR: ________________________

 

WORK SCHEDULE:  Prior to employment, you will be notified of your actual hours and work schedule. This schedule is subject to change (i.e., daily hours increased or decreased) according to the needs of the practice.

 

POSITION SUMMARY:  Performs a variety of general reception, secretarial, insurance, and data entry duties while promoting a safe environment of minimal stress. Answers the telephone, schedules appointments, assists with patient finances, maintains patient records, and coordinates patient flow.

 

PHYSICAL REQUIREMENTS:  Must be able to meet the physical requirements and demands of an active position, including but not limited to: extended duration of standing, walking, stooping, bending and sitting; manual dexterity; good eye-hand coordination; visual abilities (depth perception, ocular focus, close vision, color vision, and peripheral vision), and adequate hearing to perform daily work. Must be able to adjust physically and emotionally to a spontaneous, fast-paced and hectic environment.

 

HAZARDS:  The dental office environment may result in employees being exposed to toxic chemicals, radiation, potentially infectious materials, and increased noise level.

 

JOB SPECIFICATIONS

dental or business experience

high school graduate

CPR and first aid

 

COMPETENCIES

exceptional human relations skills

ability to maintain outgoing, friendly attitude with patients and staff even under pressure

ability to work with interruptions and to manage multiple priorities

ability to speak, understand, and write fluent English

knowledge of correct grammar, spelling, and punctuation

knowledge of organizational filing procedures and systems

proficiency in alphabetizing and spelling

ability to write legibly and work with numbers

ability to meet deadlines

ability to work unsupervised

ability to satisfactorily perform essential duties listed in the Position Task Inventory

 

SKILLS

calculator, fax machine, postage meter, typewriter, multiple phone lines, copier, computer, verifone for VISA/M/C

Performance Agreement: Patient Treatment Coordinator / 3

 

PERFORMANCE STANDARDS

Performance Standards                                                                                                     Rating

                                                                                                                                                              Employee  Supervisor

 

1.  Consistently recognizes the needs and desires of other people (doctor, staff, patients, and business associates).  Treats them with respect and courtesy. Inspires respect and confidence.

 

 

______

 

 

______

 

 

 

 

 

 

 

2.  Provides a motivational environment by encouraging and supporting individual growth and development as a means to superior teamwork and greater success.

 

______

 

______

 

 

 

 

 

 

 

3.  Appropriately uses conflict resolution and problem-solving skills in managing interpersonal conflict, patient complaints, and other discord.

 

______

 

______

 

 

 

 

 

 

 

4.  Effectively manages own time and workspace to accomplish individual and practice objectives.

 

______

 

______

 

 

 

 

 

 

 

5.  Consistently keeps workspace and department neat and orderly.                                                                                                                        _____                                                                                                                        _____

______

______

 

 

 

 

 

 

 

6.  Cheerfully and without hesitation assists other departments and performs backup duties as outlined on the Position Task Inventory sheet as needed and requested.                                                                                                                        _____                                                                                                                        _____

 

______

 

______

 

 

 

 

 

 

 

7.  Appropriately and conscientiously uses office supplies.

______

______

 

 

 

 

 

 

 

8. Consistently maintains professional education in relative areas.

______

______

 

 

 

 

 

 

 

9.  Maintains productive and efficient use of company time, demonstrating good attendance, on-time arrivals, and completed work shifts.

 

______

 

______

 

 

 

 

 

 

 

10. Constantly aware of total quality management and recommends improvements when and where needed.

 

______

 

______

 

 

 

 

 

 

 

11. Immediately reports any unsafe working conditions.

______

______

 

 

 

 

 

 

 

12. Adheres to office policies outlined in the Employee Handbook regarding code of conduct, attendance, appearance, administrative requests, and confidentiality.

 

______

 

______

 

 

 

 

13. Consistently and accurately performs all tasks as outlined in SOPs and the Position Task Inventory sheet. Promptly and thoroughly corrects all errors.

 

______

 

______

 

 

(1) did not achieve expectations

(2) partially achieved expectations

(3) fully achieved expectations

(4) exceeded expectations


Performance Agreement: Patient Treatment Coordinator / 4

 

PERFORMANCE STANDARDS (continued)

Performance Standards                                                                                                     Rating

                                                                                                                                Employee Supervisor

14. Communicates clearly and tactfully with patients and parents of minor children, following practice philosophy guidelines and verbal as outlined in SOPs for specific circumstances.

 

 

______

 

 

______

 

 

 

15. Responds promptly to inquiries and requests from the patients, staff, doctor, and referring offices.

 

______

 

______

 

 

 

16. Accurately maintains patient records and charts to ensure easy retrieval and complete documentation of all patient treatment and transactions.

 

______

 

______

 

 

 

17. Participates fully in staff development through morning huddles, staff meetings, continuing education courses, and evaluations.

 

______

 

______

 

 

 

18. Promotes team cohesiveness by interacting with team members using common courtesy, active listening skills, respect, and non-judgmental attitude.

 

______

 

______

 

 

 

19. Promptly and warmly greets patients as welcomed guests to our office, following office guidelines for efficient check in and transfer to clinical staff.

 

______

 

______

 

 

 

20. Answers the telephone by the third ring and, using a warm friendly voice, identi�fies the office and self. Accurately assesses and meets the needs of the caller.  Accurately completes emergency message slips, message memos, and chart docu�mentation.

 

 

 

______

 

 

 

______

 

 

 

21. Schedules all general appointments as outlined in SOPs to ensure a smooth patient flow and production goals are met.

 

______

 

______

 

 

 

22. Tactfully and effectively discusses finances with patients, providing written estimates, insurance benefit information, and financial options. Reaches and documents financial arrangements prior to treatment.

 

 

______

 

 

______

 

 

 

23. Tactfully collects money from patients on the day of the visit, negotiating arrangements as needed, providing a receipt, and completing all necessary docu�mentation and posting.

 

 

______

 

 

______

 

 

 

24. Prepared for the next day by timely and through confirmation of appointments, accurate typing of the schedule, and chart preparation.

 

______

 

______

 

(1) did not achieve expectations

(2) partially achieved expectations

(3) fully achieved expectations

(4) exceeded expectations


Performance Agreement: Patient Treatment Coordinator / 5

 

PERFORMANCE STANDARDS (continued)

Performance Standards                                                                                                     Rating

                                                                                                                                Employee Supervisor

25. Consistently monitors and follows up on no-shows, cancellations, and treatment still needed.

 

______

 

______

 

 

 

26. Follows office procedure for patient referrals and record transfers to other dental offices. Cheerfully and promptly assists patients in making appointments with specialists.

 

 

______

 

 

______

 

 

 

27. Actively promotes practice by following guidelines for welcome letters and educational handouts.

 

______

 

______

 

 

 

28. Maintains the clean and uncluttered appearance of the reception and front office area.

 

______

 

______

 

 

(1) did not achieve expectations

(2) partially achieved expectations

(3) fully achieved expectations

(4) exceeded expectations

 

 

I have reviewed this position description and understand that I am expected to abide by these standards as outlined.  I understand that I will be evaluated on these standards after the three-month orientation period, as needed throughout the year, and annually at the anniversary date of my employment. I further understand that this agreement does not represent an employment contract; employment with this practice is not for any specified term; employment can be voluntarily or involuntarily terminated �at-will,� with or without cause or notice at any time.

 

Review completed by:           _______________________________________________

Signature/Date

 

o Supervisor

o Administrator

o Doctor

o Other  _______________

 

Employee:                              _______________________________________________

Signature/Date

Next Review Date:                 _____________________

 

 

 

 

 

 

 

 

 

 

Performance Agreement: Patient Treatment Coordinator / 6

 

POSITION TASK INVENTORY

 

Position:

Doctor

=1     

 

Office Manager

=2     

 

OSHA Coordinator

=3     

 

Registered Dental Hygienist        

=4     

 

Registered Dental Assistant          

=5     

 

Dental Assistant                                 

=6     

 

General Back Office Assistant

=7     

 

Patient Account Administrator

=8     

 

Patient Treatment Coordinator

=9     

 

Hygiene Treatment Coordinator

=10 

 

General Front Office Assistant

=11 

 

TASK

PRIMARY

SHARED

BACKUP

 

 

 

 

 

 

Daily

 

 

 

 

opening the front office

 

9 & 10

 

 

closing the front office

 

9 & 10

 

 

schedule general appointments

9

 

8 & 10

 

answer incoming telephone calls

9

 

8 & 10

 

monitor production goals

9

 

8 & 10

 

maintain quick call list

9

 

10

 

pull and prepare patient charts for following day�s appointments

11

 

9

 

complete and monitor routing slips for the back office

11

 

9 & 10

 

confirm general appointments

9

 

10

 

copy and post doctor�s schedule

9

 

10

 

check in patients

9

 

10

 

coordinate patient flow with the back office

 

5, 6, 9

 

 

follow up on no-shows

9

 

10

 

assist patients with financial options, fee estimates, and insurance and account questions

8

 

9 & 10

 

process insurance pre-authorizations and coordinate benefits

8

 

9 & 10

 

 

collect $ day of treatment

9

 

10

 

file and maintain charts

11

 

8 � 10

 

attend morning huddle

 

5, 6, 9

 

 

post payment entries

8

 

9 & 10

 

assist patients in scheduling appointments with specialists

9

 

10


Performance Agreement: Patient Treatment Coordinator / 7

 

POSITION TASK INVENTORY (continued)

 

 

TASK

PRIMARY

SHARED

BACKUP

 

 

 

 

 

 

Daily (continued)

 

 

 

 

update and maintain patient account vitals (insurance, address, phone, etc.)

8

 

9

 

prepare list for doctor�s evening post-op calls

9

 

10

 

follow up on case acceptance patients

9

 

10

 

follow up on lab cases prior to patient appointments

11

 

9

 

file lab bins

11

 

9

 

perform post-op calls to patients

9

 

10

 

maintain tickler file

9

 

10

 

prepare charts for data entry

9

 

10

 

attend and participate in morning huddles

 

all

 

 

 

 

 

 

 

Weekly

 

 

 

 

order general office supplies

2

 

9

prepare and mail recall postcards

9

 

10

 

perform recall follow up

9

 

10

 

 

 

 

 

 

Monthly

 

 

 

 

attend and participate in staff meetings

 

all

 

 

maintain and update general reception SOPs as needed

9

 

10

 

 

 

 

 

 

Annually

 

 

 

 

 

 

 

 

 

 

Other

 

 

 

 

prepare and mail patient welcome letters

11

 

9

 

prepare referral thank yous

11

 

9 & 2

 

coordinate equipment maintenance

2

 

9

 

manage patient records:

 

 

 

 

transfers and requests

11

 

9

 

pull and prepare charts

11

 

9

 

maintain charts

11

 

9

 

update accounts

11

 

9

 

maintain patient records storage

11

 

9

 

prepare charts for data entry

11

 

9

 

purge charts

11

 

9

 

provide back up to Hygiene Treatment Coordinator and Office Manager as needed

 

2, 9, 10

 

 

perform additional duties as assigned

 

all

 

 


Performance Agreement: Patient Treatment Coordinator / 8

 

OVERALL EVALUATION

 

Check the rating level that best describes this employee's overall performance since their last review.

 

(1)    Did Not Achieve Expectations as described in the following Performance Statements:

         #�s: ______________________________________________________________________

         Improvement needed in these areas by: _________________   or  _________________

         __________________________________________________________________________

          ______________________________________________________________________________

 

(2)    Partially Achieved Expectations as described in the following Performance Statements:

         #�s: ______________________________________________________________________

         Improvement needed in these areas by: _________________   or  _________________

         __________________________________________________________________________

          ______________________________________________________________________________

 

(3)    Fully Achieved Expectations as described in the following Performance Statements:

         #�s: _____________________________________________________________________

 

(4)    Exceeded Expectations as described in the following Performance Statements:

         #�s: _____________________________________________________________________

 

 

SUPERVISOR COMMENTS

 

 

Comment on how the overall evaluation was determined and the effectiveness of the evaluation session.  Clearly document if the employee�s job is in jeopardy and specifically state what she/he must correct, and by when, to keep their job.

 

 

 

 


Performance Agreement: Patient Treatment Coordinator / 9

 

PERFORMANCE PLAN

 

Focus on two or three areas that need improvement, particularly those performance factors for which the employee received less than a rating of 3. Develop a plan with the em�ployee that allows for additional training, feedback, or change in routine that will lead to the employee's success in fully achieving performance expectations.

 

Date

Concern

Action Plan

By When

Result

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

EMPLOYEE COMMENTS

 

The employee may provide comments on the performance review and plan in the space provided below.

 

 

 

 

 

SIGNATURES

 

I have reviewed this document, discussed its contents with my supervisor, and had the opportunity to make written comments.  My signature indicates that I have been advised of my performance status and does not necessarily imply that I agree with this evaluation.

 

Review completed by:           _______________________________________________

Signature/Date

 

o Supervisor

o Administrator

o Doctor

o Other ________________

 

Employee:                              _______________________________________________

Signature/Date

Next Review Date:                _____________________

 

 Samples from Standard Operating Procedures for All Dentists
(Contains over 470 pages + software)

Demo Introduction Dept. Task List Staff Meetings
Introduction Table of Contents Treatment
Cover Sample OSHA Chart Preparation
Article Performance Agreement Basic Tray Set Up
Agenda Appointment Scheduling X Rays
Emergency Telephone Slip Extractions Back to Dental SOP