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]

Thanks, -we are actually in the process of gathering data.

Was wondering if you could share the content and results of your study? Ok to

send privately, if you'd like.

Does anyone have any standard ratios of support people to therapists? Is there

an industry standard per chance?

Thanks again!

From: PTManager [mailto:PTManager ] On Behalf Of

Lynn

Sent: Monday, February 13, 2012 4:06 PM

To: 'PTManager '

Subject: RE: Front desk/support metrics

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%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, -we are actually in the process of gathering data.

Was wondering if you could share the content and results of your study? Ok to

send privately, if you'd like.

Does anyone have any standard ratios of support people to therapists? Is there

an industry standard per chance?

Thanks again!

From: PTManager [mailto:PTManager ] On Behalf Of

Lynn

Sent: Monday, February 13, 2012 4:06 PM

To: 'PTManager '

Subject: RE: Front desk/support metrics

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%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>.\

(