New Hire Training Manual

New Hire Training Manual

New Hire Training Manual

Position: Medical administrative assistant

Work Status: Fulltime

Reports to: Practice Administrator

Summary of the position

The medical administrative assistant is responsible for providing support to the administration at Delight Health. The administrative support is expected to adhere to the policies, values, and procedures that guide the facility’s employees.

Critical Roles

Manage communication

Medical administrative assistants are expected to manage all communication that takes place at the health facility. Communication takes place through telephone, emails, social media platforms, or in person. Communication management begins when a client walks into the lobby area. The medical administrative assistant should greet the patients and find out their needs. In case the patients are walk-ins, the assistant should schedule an appointment depending on the doctors’ work volume. Depending on the scheduled examinations, patients with appointments are sent to their doctors or relevant hospital departments. Admitted patients also receive their discharge letters and bills from the administrative assistants.

Communication within the facility also requires accurate management to ensure that all departments remain updated. Thus, sending emails to other colleagues and employees is necessary. Such communication is necessary to send minutes from meetings, memorandums, meeting schedules, and other types of documents that provide information regarding training, patient referrals, conferences, and invoices.

To carry out this role efficiently, the candidate should be organized, attentive to details, and be an effective communicator. In addition, they should also possess high interpersonal skills that will enable them to handle confidential and sensitive information. The candidate should be tactful and diplomatic to handle problematic patients successfully. In addition, they should possess the ability to communicate using the telephone. Patience is a critical aspect due to the challenges one encounters in the position.

Record keeping

Hospitals are flooded with documents, soft or hard copies, that need to be monitored and updated consistently. Record keeping encompasses creating patients’ files during initial visits, updating the files after each visit, and storing the documents safely. They have to assist patients with filling out the paperwork during the first visit. The patient records should be stored according to the laws and regulations that govern patient health information. Administrative assistants store records related to insurance companies, medical supply orders, work plans, and some staff information. Accurate record-keeping is important to the facility due to the need to comply with statutory regulations. In addition, a facility with accurate records can identify problems and solve them before they escalate. To carry out the role effectively, the candidate must be organized, patient with clients, and attentive to details.

Managing the reception area

The first impression that a patient gets when they visit the facility is critical for future business. The administrative assistant is responsible for making a good first impression on all patients and other stakeholders. The assistant is expected to maintain the neatness of the area before the patients check-in. Sound management and control is one of the important aspects while managing the reception area. Relaxation and conversations may be affected by street or equipment sounds. Soothing and relaxing music may be necessary. Reduction of interrupting noises is necessary for ensuring patients are comfortable. The assistant should use strategic techniques to announce policies that are important to patients. They should ensure that all aspects of the reception area are taken care of. The water dispenser should be equipped, the dustbin should be available, reading materials should be availed, and the facility’s policies should be well displayed.

The management of the reception area is important for the facility’s business aspect. In addition, the entire customer service is assessed based on all the contact points that clients make at the hospital. Thus, this contributes to positive customer service. Clients need to feel at ease while at the facility. Providing information and answering queries is important to the patients and their experience at the facility. To successfully manage the reception area, the candidate needs to be attentive to details, jovial, patient, and aware of the environment. It is also important to anticipate the patient’s needs. This provides the chance to meet the patients’ needs satisfactorily. This approach creates a positive image of the facility. It also increases future business as patients refer each other to the facility.

Candidates who are assessed to fill this position are expected to simultaneously carry out the critical roles alongside other responsibilities that are part of the administrative assistant’s role. This simultaneous performance of the roles listed in the job description requires individuals who are willing to learn non-the job, ready to interact with strangers, accommodative, high-spirited, and presentable. The successful performance of the roles is also determined by an individual’s personality and enthusiasm. Therefore, the soft skills that the successful candidate possesses will be assessed to determine the training needs. The missing skills will be developed through rigorous training and on-the-job scenarios that reinforce the learned behaviors.

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New Hire Training Manual

You have been working at a healthcare clinic as a medical administrative assistant since it opened a year and a half ago, and the clinic has grown considerably in that time. Clinic leadership has decided to hire an additional medical administrative assistant to assist with the increased patient volume. Your supervisor has instructed you to create a Training Document for this new hire that will help you with your roles, tasks, and responsibilities.

Instructions
Create a Training Document that provides a detailed overview of three (3) common tasks you perform daily and weekly. Your supervisor has asked you to make sure you include a general description and overview of each task, the importance/impact on the office of this task, along with the soft skills necessary for each identified task.

In a Microsoft Word document, create a training document and include the following:

• A title page,
  

  New Hire Training Manual

• a general description and overview of each task,
• the importance/impact on the office of this task, and
• the soft skills necessary for each identified task.