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
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: |
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
|
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)