Versatility Is Often Necessary -28
Duties and Responsibilities -29
      The Practice Plan -29
The Atmosphere of a Professional Office -30
      Staff Adaptability -31
      The Business Aspect of Health Practice -32
      Administrative Complexities -32
      Initial Data Gathering -33
      Fees for Service -33
Acquainting Yourself with Office Policies -33
      Policies vs Procedures -34
      Practice Policies vs Employee Policies -34
      Personnel Records -35
      Payroll Deductions -35
      Resignation -35
      Dismissal -35
      Housekeeping Control -36
      Confidential Information -36
      Personal Telephone Calls -37
      Grievances -37
      Developing Your Initial Contribution -37
Continuing Education -39
Closing Remarks -39

Overview -40
      General Office Philosophy -43
      Aiding Professional Service -44
Opening the Office -46
Greeting Patients -46
      Importance of a Positive Approach -47
      Types of New Patients -49
Greeting Visitors -52
Telephone Duties -53
      Attitude -53
      Answering the Telephone --56
      Calls the Assistant Can Resolve -57
      Calls the Doctor Must Resolve -58
      Call Records -60
      Follow-up Calls -60
      Outgoing Calls -61
      Answering Services -61
      Pressure Shows Your Personality -61
      Summary of Highlights -62
Managing the Reception Room -63
      Overseeing the Receiving Area -63
      Educational Literature -64
      Reception Area Supervision -65
Successfully Managing a Professional Appointment System -66
      Handling and Making Appointments -66
      Managing the Appointment Schedule -70
      Handling Difficult Appointment Requests -77
      Appointment Planning Influence on Case Management -81
      Handling Broken, Changed, or Late Appointments -85
      Handling Emergency Situations -90
      Maintaining Appointment Continuity and Control -91
Office Records -98
      Office Records and Functions -98
      Typical Office Records and Communications --99
      Common Record Flow -99
      Emergency Telephone Numbers -100
      Closing the Communications Gap -100
      Standard Operating Procedures -101
      Entering Patient Data -101
      Patient History Form -102
      Examination and Case History Form -104
      Case Progress Records -105
      Legal Considerations -106
      Referral List -109
      Other Record sand Forms -109
Office Filing Systems -109
      Basic Filing Requirements -110
      Pulling Files -110
      Safety and Security Considerations -111
      Avoiding Space Waste -111
      Filing Systems -112
      Types of Files -114
Purchasing and Inventory Management -124
      Typical Business Office Supplies -124
      Ordering Supplies -124
      Checking Deliveries -124
      Clinical Supplies -125
Handling Mail and Correspondence -126
      Daily Record -127
      Transmittal Slips -128
      The Doctor's Correspondence -128
      Preparing Enclosures -128
      Organizing Incoming Mail -129
      X-Ray Films -130
      Certified and Registered Mail -130
      Letters Containing Checks or Money Orders -130
      Document Routing Slips -131
      Handling Mail in the Doctor's Absence -131
      Holding File -131
Housekeeping and Equipment Service -132
      Cleaning Services -132
      Equipment Service and Repair -132
      Periodic Inspections -132
Policy and Procedural Changes -133
Business and Personal Duties for the Doctor -134
      Nonpatient Callers -134
      Organizational Aid -135
      Meeting and Travel Arrangements -136
      Personnel Data -136
      Postgraduate Education Log -136