Measuring Medical Office Staff Performance

Doctor checks computer monitor

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The performance of the medical office is highly based on the individual performance of the medical office staff. This makes measuring medical staff performance by way of individual evaluations critical for achieving higher levels of excellence. Managers can measure medical office staff performance by developing and maintaining a system that measures both the quality and quantity of work as specified in the job description for each position. There are many benefits to measuring performance.

Benefits of Measuring Performance

  1. Compliance: Evaluations provide the documentation in cases where termination is necessary. Managers use evaluations in determining advancement opportunities and increases to compensation. It also prevents unfairness in promoting, rewarding, reassigning and transferring staff to other positions.
  2. Communication: Communication should provide effective feedback regarding medical staff performance. It is necessary for the evaluation to be communicated to each employee. Evaluation discussions promote two-way interaction between managers and staff about job-related issues.
  3. Motivation: Encouraging employees to achieve satisfactory performance or perform at a higher standard. A motivated employee is one that feels a sense of pride in what they do every day. Knowing and understanding how an individual contributes to the success of the medical office is a great motivator for improving performance.
  4. Development: Assessing employee performance is essential for bringing awareness to managers and staff of opportunities for training and development. Evaluations encourage efforts to improve performance problems and identify the steps necessary for creating a performance improvement plan.

Once you have made measuring performance a priority, you should follow these steps to ensure an accurate, systematic process.

Steps to Ensure an Accurate, Systematic Process

  1. Set standards and evaluation criteria for each position.
  2. Determine how and how often performance will be measured and by who.
  3. Determine the process of gathering data on staff performance.
  4. Evaluate employee performance on at the end of the probationary period and an on-going basis.
  5. Discuss all areas of the performance review including the employee's feedback.
  6. Set performance improvement goals and the plan of action to implement them.
  7. File the evaluation in the personnel files.

There are many criteria you can use to measure the performance of your medical office staff. They can be broken down into personal and professional qualities, including essential job functions.

Suggested Performance Criteria

Personal Qualities:

  1. Integrity: honesty
  2. Diversity: embracing differences
  3. Initiative: taking action
  4. Innovation: creating new ideas
  5. Respect: treating people well
  6. Growth: developing and improving

Professional Qualities:

  1. Interpersonal skills: communication and teamwork
  2. Quality of work: continuously meet/exceed expectations
  3. Stewardship: responsible use of resources
  4. Availability of work: reliability
  5. Productivity: rate of output
  6. Knowledge: understanding job expectations

Essential Job Functions

  1. Duties and Responsibilities: conducts work in compliance with all medical office policies, procedures, expectations, and values.
  2. Health and Safety: demonstrate the health and safety of patients, visitors, and co-workers.
  3. Professionalism: greet and treat all patients, visitors, and co-workers in a professional manner.
  4. Efficiency and Effectiveness: anticipate and be responsive to the needs of the medical office, patients, visitors, and co-workers.
  5. Continuous Development: shows a commitment to improving effectiveness, take advantage of training opportunities, and identify opportunities for improvement.

Suggested Rating System

  • 5 = Consistently exceeds expectations
  • 4 = Frequently exceeds expectations
  • 3 = Achieves/meets expectations
  • 2 = Inconsistently meets expectations
  • 1 = Performs below expectations

Performance Improvement Plans

A performance improvement plan allows managers and employees the opportunity to address and resolve performance issues. This is utilized when employees receive and performance level less than achieves or meets expectations. In order to prevent future performance issues, staff should be placed on a formal probationary status.

  • Set a time frame for review of training documents and/or extra training (suggested 90 days).
  • Evaluate employee again after 90-day time frame, if the employee does not meet expectations, the employee receives a written warning.
  • After the second 90-day time frame, and the employee does not meet expectations, the employee receives a final written warning.
  • The third 90-day time frame in which the employee does not meet expectations, the employee will be terminated.

Medical office policies and procedures regarding measuring medical office staff performance must be carefully implemented to prevent potential lawsuits for negative or unfair practices.

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