Front desk/support metrics

[Guest guest]

Hi all,

At our main clinic, I have 3 full-time front desk/intake people who do

reception, scheduling, registration, collections, insurance verification,

phones, etc. for 16 clinicians (a mixture of full and part-time). Upper

management wants to pile on duties for another adjacent clinic. I am fighting

this, as I feel they are already overwhelmed with their current duties.

Are there any standard metrics out there for a clinician:support staff ratio? I

need to have some numbers to support my position.

Thanks in advance.

Meryl W. Freeman, MS PT

Manager, Rex Hospital Outpatient Rehab

2709 Blue Ridge Road, Suite 200

Raleigh, NC 27607

(office)

(cell)

----- Confidentiality Notice -----

This e-mail and any attached documents contain confidential information

belonging to the sending entity, Rex Healthcare, and is intended only for the

use of the individual(s) or entity(s) associated with the recipient addresses

listed in the message header. The authorized recipient of this information is

prohibited from disclosing this information to any other party. If you are not

the intended recipient, you are hereby notified that any disclosure, copying,

distribution or action taken in reliance on the contents of the email and/or

attachments is strictly prohibited. If you received this e-mail transmission in

error, please notify the sender immediately to arrange for return or

destruction of this information.

To report abuse or inappropriate use, please email abuse@....(

[Guest guest]

Do you have an intake form from your time study that you would be willing

to share to collect the front desk time study?

Thanks

le Bohl, PT

Rehab Manager

County Hospital

burg, KS

> **

>

>

> Hello,

>

> Try running a time study on the staff and suggest that it is informational.

> You may be able to validate or un-validate their overwhelmed feelings with

> true data.

> Do the time study for one week , each shift.

> I did this with my staff in June for one week, then identified performance

> improvement indicators and ideas of support etc.

>

> E. Lynn MS PT

> Director of Rehabilitation

> Marlton Rehabilitation Hospital

> 92 Brick Rd.

> Marlton, NJ 08055

> ext 4204

> From: PTManager [mailto:PTManager ] On

> Behalf Of Freeman, Meryl

> Sent: Monday, February 13, 2012 1:58 PM

> To: 'PTManager '

> Subject: Front desk/support metrics

>

>

> Hi all,

>

> At our main clinic, I have 3 full-time front desk/intake people who do

> reception, scheduling, registration, collections, insurance verification,

> phones, etc. for 16 clinicians (a mixture of full and part-time). Upper

> management wants to pile on duties for another adjacent clinic. I am

> fighting this, as I feel they are already overwhelmed with their current

> duties.

>

> Are there any standard metrics out there for a clinician:support staff

> ratio? I need to have some numbers to support my position.

>

> Thanks in advance.

>

> Meryl W. Freeman, MS PT

> Manager, Rex Hospital Outpatient Rehab

> 2709 Blue Ridge Road, Suite 200

> Raleigh, NC 27607

> (office)

> (cell)

>

> ----- Confidentiality Notice -----

> This e-mail and any attached documents contain confidential information

> belonging to the sending entity, Rex Healthcare, and is intended only for

> the

> use of the individual(s) or entity(s) associated with the recipient

> addresses

> listed in the message header. The authorized recipient of this information

> is

> prohibited from disclosing this information to any other party. If you are

> not

> the intended recipient, you are hereby notified that any disclosure,

> copying,

> distribution or action taken in reliance on the contents of the email

> and/or

> attachments is strictly prohibited. If you received this e-mail

> transmission in

> error, please notify the sender immediately to arrange for return or

> destruction of this information.

>

> To report abuse or inappropriate use, please email abuse@...

> <mailto:abuse%40rexhealth.com>.(

>

>

>

[Guest guest]

Do you have an intake form from your time study that you would be willing

to share to collect the front desk time study?

Thanks

le Bohl, PT

Rehab Manager

County Hospital

burg, KS

> **

>

>

> Hello,

>

> Try running a time study on the staff and suggest that it is informational.

> You may be able to validate or un-validate their overwhelmed feelings with

> true data.

> Do the time study for one week , each shift.

> I did this with my staff in June for one week, then identified performance

> improvement indicators and ideas of support etc.

>

> E. Lynn MS PT

> Director of Rehabilitation

> Marlton Rehabilitation Hospital

> 92 Brick Rd.

> Marlton, NJ 08055

> ext 4204

> From: PTManager [mailto:PTManager ] On

> Behalf Of Freeman, Meryl

> Sent: Monday, February 13, 2012 1:58 PM

> To: 'PTManager '

> Subject: Front desk/support metrics

>

>

> Hi all,

>

> At our main clinic, I have 3 full-time front desk/intake people who do

> reception, scheduling, registration, collections, insurance verification,

> phones, etc. for 16 clinicians (a mixture of full and part-time). Upper

> management wants to pile on duties for another adjacent clinic. I am

> fighting this, as I feel they are already overwhelmed with their current

> duties.

>

> Are there any standard metrics out there for a clinician:support staff

> ratio? I need to have some numbers to support my position.

>

> Thanks in advance.

>

> Meryl W. Freeman, MS PT

> Manager, Rex Hospital Outpatient Rehab

> 2709 Blue Ridge Road, Suite 200

> Raleigh, NC 27607

> (office)

> (cell)

>

> ----- Confidentiality Notice -----

> This e-mail and any attached documents contain confidential information

> belonging to the sending entity, Rex Healthcare, and is intended only for

> the

> use of the individual(s) or entity(s) associated with the recipient

> addresses

> listed in the message header. The authorized recipient of this information

> is

> prohibited from disclosing this information to any other party. If you are

> not

> the intended recipient, you are hereby notified that any disclosure,

> copying,

> distribution or action taken in reliance on the contents of the email

> and/or

> attachments is strictly prohibited. If you received this e-mail

> transmission in

> error, please notify the sender immediately to arrange for return or

> destruction of this information.

>

> To report abuse or inappropriate use, please email abuse@...

> <mailto:abuse%40rexhealth.com>.(

>

>

>

[Guest guest]

Hi, Meryl -

As a quick rule of thumb in outpatient clinics in which the support staff do

all appointments, verify coverages, obtain authorizations, handle all

incoming telephone calls, assemble, maintain, and forward discharged charts

to a central medical records (HIM), where they enter charges to patient

accounts electronically, and where there is distinct seasonality, I like to

recommend two support staff for the first 25 patient visits per day. One

does front desk, and the other does the " back office " tasks.

When the patient load goes over 25, and up to about 50-65 per day, a third

person would be scheduled for the office. When the load gets above 60, a

fourth person is scheduled. An experienced team, accustomed to working

collaboratively should be abe to function without undue stress, and thereby

remain consistent.

That is just a " quick and dirty " rule of thumb. To support that group,

therapists are expected to complete evals by the end of the workday, to

chart as they treat the patient, and to turn in all charts right after the

patient visit so that billing may be done ona roling basis all day long.

(30-50 charts turned in at 11:30 a.m. and 4:30 p.m. would overwhelm the

billing entry team member, and is therefore unacceptable.)

There are no " national standards " of PT practice metrics. As close as it

gets is when some very large organizations set their own preferred standards

and mandate adherence in order to achieve their own goals.

Hope that's useful. Of course, any practice should be determining what is

appropriate for itself, with the help of their independent outside

consultant, to keep it realistic.

Dick Hillyer, DPT

Dr. Hillyer

Hillyer Consulting

700 El Dorado Pkwy W.

Cape Coral, FL 33914

Mobile

www.DickHillyer.com

_____

From: PTManager [mailto:PTManager ] On Behalf

Of Freeman, Meryl

Sent: Monday, February 13, 2012 1:58 PM

To: 'PTManager '

Subject: Front desk/support metrics

Hi all,

At our main clinic, I have 3 full-time front desk/intake people who do

reception, scheduling, registration, collections, insurance verification,

phones, etc. for 16 clinicians (a mixture of full and part-time). Upper

management wants to pile on duties for another adjacent clinic. I am

fighting this, as I feel they are already overwhelmed with their current

duties.

Are there any standard metrics out there for a clinician:support staff

ratio? I need to have some numbers to support my position.

Thanks in advance.

Meryl W. Freeman, MS PT

Manager, Rex Hospital Outpatient Rehab

2709 Blue Ridge Road, Suite 200

Raleigh, NC 27607

(office)

(cell)

----- Confidentiality Notice -----

This e-mail and any attached documents contain confidential information

belonging to the sending entity, Rex Healthcare, and is intended only for

the

use of the individual(s) or entity(s) associated with the recipient

addresses

listed in the message header. The authorized recipient of this information

is

prohibited from disclosing this information to any other party. If you are

not

the intended recipient, you are hereby notified that any disclosure,

copying,

distribution or action taken in reliance on the contents of the email and/or

attachments is strictly prohibited. If you received this e-mail transmission

in

error, please notify the sender immediately to arrange for return or

destruction of this information.

To report abuse or inappropriate use, please email abuse@...

<mailto:abuse%40rexhealth.com> .(

[Guest guest]

Thanks much, Dick, I appreciate your input!

And thanks to all. This group is such a great resource!

Meryl W. Freeman, MS PT

Manager, Outpatient Rehab

Rex Hospital

(919)784-4676 (office)

(919)621-3787 (cell)

From: Dick Hillyer

Sent: Monday, February 13, 2012 10:36 PM

To: PTManager <PTManager >

Subject: RE: Front desk/support metrics

Hi, Meryl -

As a quick rule of thumb in outpatient clinics in which the support staff do

all appointments, verify coverages, obtain authorizations, handle all

incoming telephone calls, assemble, maintain, and forward discharged charts

to a central medical records (HIM), where they enter charges to patient

accounts electronically, and where there is distinct seasonality, I like to

recommend two support staff for the first 25 patient visits per day. One

does front desk, and the other does the " back office " tasks.

When the patient load goes over 25, and up to about 50-65 per day, a third

person would be scheduled for the office. When the load gets above 60, a

fourth person is scheduled. An experienced team, accustomed to working

collaboratively should be abe to function without undue stress, and thereby

remain consistent.

That is just a " quick and dirty " rule of thumb. To support that group,

therapists are expected to complete evals by the end of the workday, to

chart as they treat the patient, and to turn in all charts right after the

patient visit so that billing may be done ona roling basis all day long.

(30-50 charts turned in at 11:30 a.m. and 4:30 p.m. would overwhelm the

billing entry team member, and is therefore unacceptable.)

There are no " national standards " of PT practice metrics. As close as it

gets is when some very large organizations set their own preferred standards

and mandate adherence in order to achieve their own goals.

Hope that's useful. Of course, any practice should be determining what is

appropriate for itself, with the help of their independent outside

consultant, to keep it realistic.

Dick Hillyer, DPT

Dr. Hillyer

Hillyer Consulting

700 El Dorado Pkwy W.

Cape Coral, FL 33914

Mobile

www.DickHillyer.com

_____

From: PTManager <mailto:PTManager%40yahoogroups.com>

[mailto:PTManager <mailto:PTManager%40yahoogroups.com>] On Behalf

Of Freeman, Meryl

Sent: Monday, February 13, 2012 1:58 PM

To: 'PTManager <mailto:%27PTManager%40yahoogroups.com>'

Subject: Front desk/support metrics

Hi all,

At our main clinic, I have 3 full-time front desk/intake people who do

reception, scheduling, registration, collections, insurance verification,

phones, etc. for 16 clinicians (a mixture of full and part-time). Upper

management wants to pile on duties for another adjacent clinic. I am

fighting this, as I feel they are already overwhelmed with their current

duties.

Are there any standard metrics out there for a clinician:support staff

ratio? I need to have some numbers to support my position.

Thanks in advance.

Meryl W. Freeman, MS PT

Manager, Rex Hospital Outpatient Rehab

2709 Blue Ridge Road, Suite 200

Raleigh, NC 27607

(office)

(cell)

----- Confidentiality Notice -----

This e-mail and any attached documents contain confidential information

belonging to the sending entity, Rex Healthcare, and is intended only for

the

use of the individual(s) or entity(s) associated with the recipient

addresses

listed in the message header. The authorized recipient of this information

is

prohibited from disclosing this information to any other party. If you are

not

the intended recipient, you are hereby notified that any disclosure,

copying,

distribution or action taken in reliance on the contents of the email and/or

attachments is strictly prohibited. If you received this e-mail transmission

in

error, please notify the sender immediately to arrange for return or

destruction of this information.

To report abuse or inappropriate use, please email

abuse@...<mailto:abuse%40rexhealth.com>

<mailto:abuse%40rexhealth.com> .(

[Guest guest]

Thanks much, Dick, I appreciate your input!

And thanks to all. This group is such a great resource!

Meryl W. Freeman, MS PT

Manager, Outpatient Rehab

Rex Hospital

(919)784-4676 (office)

(919)621-3787 (cell)

From: Dick Hillyer

Sent: Monday, February 13, 2012 10:36 PM

To: PTManager <PTManager >

Subject: RE: Front desk/support metrics

Hi, Meryl -

As a quick rule of thumb in outpatient clinics in which the support staff do

all appointments, verify coverages, obtain authorizations, handle all

incoming telephone calls, assemble, maintain, and forward discharged charts

to a central medical records (HIM), where they enter charges to patient

accounts electronically, and where there is distinct seasonality, I like to

recommend two support staff for the first 25 patient visits per day. One

does front desk, and the other does the " back office " tasks.

When the patient load goes over 25, and up to about 50-65 per day, a third

person would be scheduled for the office. When the load gets above 60, a

fourth person is scheduled. An experienced team, accustomed to working

collaboratively should be abe to function without undue stress, and thereby

remain consistent.

That is just a " quick and dirty " rule of thumb. To support that group,

therapists are expected to complete evals by the end of the workday, to

chart as they treat the patient, and to turn in all charts right after the

patient visit so that billing may be done ona roling basis all day long.

(30-50 charts turned in at 11:30 a.m. and 4:30 p.m. would overwhelm the

billing entry team member, and is therefore unacceptable.)

There are no " national standards " of PT practice metrics. As close as it

gets is when some very large organizations set their own preferred standards

and mandate adherence in order to achieve their own goals.

Hope that's useful. Of course, any practice should be determining what is

appropriate for itself, with the help of their independent outside

consultant, to keep it realistic.

Dick Hillyer, DPT

Dr. Hillyer

Hillyer Consulting

700 El Dorado Pkwy W.

Cape Coral, FL 33914

Mobile

www.DickHillyer.com

_____

From: PTManager <mailto:PTManager%40yahoogroups.com>

[mailto:PTManager <mailto:PTManager%40yahoogroups.com>] On Behalf

Of Freeman, Meryl

Sent: Monday, February 13, 2012 1:58 PM

To: 'PTManager <mailto:%27PTManager%40yahoogroups.com>'

Subject: Front desk/support metrics

Hi all,

At our main clinic, I have 3 full-time front desk/intake people who do

reception, scheduling, registration, collections, insurance verification,

phones, etc. for 16 clinicians (a mixture of full and part-time). Upper

management wants to pile on duties for another adjacent clinic. I am

fighting this, as I feel they are already overwhelmed with their current

duties.

Are there any standard metrics out there for a clinician:support staff

ratio? I need to have some numbers to support my position.

Thanks in advance.

Meryl W. Freeman, MS PT

Manager, Rex Hospital Outpatient Rehab

2709 Blue Ridge Road, Suite 200

Raleigh, NC 27607

(office)

(cell)

----- Confidentiality Notice -----

This e-mail and any attached documents contain confidential information

belonging to the sending entity, Rex Healthcare, and is intended only for

the

use of the individual(s) or entity(s) associated with the recipient

addresses

listed in the message header. The authorized recipient of this information

is

prohibited from disclosing this information to any other party. If you are

not

the intended recipient, you are hereby notified that any disclosure,

copying,

distribution or action taken in reliance on the contents of the email and/or

attachments is strictly prohibited. If you received this e-mail transmission

in

error, please notify the sender immediately to arrange for return or

destruction of this information.

To report abuse or inappropriate use, please email

abuse@...<mailto:abuse%40rexhealth.com>

<mailto:abuse%40rexhealth.com> .(