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RECEPTIONISTAPPOINTMENT

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RECEPTIONISTAPPOINTMENT ...

    Medical Day Spa

    ESTHETICIAN

    Manual

     No part of this manual may be reproduced, stored or transmitted in any way, including but not limited to photocopy, photography, magnetism, or other recording technique, without prior written permission of EP Management, Inc.

    .

    Note

This is a sample of an Esthetician Manual. Over the years we have gathered

    information from successful clinics to create this manual. Some of the

    policies may not fit your clinic and therefore are not applicable. Due to the

    variable nature of state laws and clinic situations it is impossible to create a

    manual that will work in all cases. This has been provided as an example of

    what has been done elsewhere. Look it over. Possibly, use parts of it,

    remove parts, and/or edit for your clinic.

BUT YOU SHOULD CONSULT A COMPETENT ATTORNEY,

    ACCOUNTANT, AND/OR THE APPROPIATE GOVERNING BOARD

    TO ENSURE THAT THE MANUAL YOU FINALLY PUT TOGETHER

    IS LEGAL IN YOUR STATE AND APPLICABLE TO YOUR SET OF

    CIRCUMSTANCES.

    ? 2005 EP Management, Inc. (800) 789-9931 2

    All rights reserved

    TABLE OF CONTENTS

    PURPOSE ...................................................................................................................................................... 4 STATISTICS .................................................................................................................................................. 5 COMMUNICATION .................................................................................................................................... 6 NEW PATIENT CALL-IN DIALOGUE ..................................................................................................... 7 NEW PATIENT CALL-IN FORM .............................................................................................................. 8 CALLING IN PRESCRIPTIONS .............................................................................................................. 10 PRESCRIPTION NEEDED FORM .......................................................................................................... 11 HANDLING PRICE SHOPPERS .............................................................................................................. 12 HANDLING THE REGULAR PATIENT................................................................................................. 16 HANDLING OF THE NEW PATIENT .................................................................................................... 17 PATIENT INFORMATION ....................................................................................................................... 19 PROGRESS NOTES ................................................................................................................................... 20 PATIENTS BEING SEEN ON TIME ........................................................................................................ 21 ENCOURAGING PATIENT REFERRALS ............................................................................................. 22 PATIENT TESTIMONIALS ...................................................................................................................... 24 THANK YOU CARDS FOR THE REFERRAL ...................................................................................... 25 OFFICE APPEARANCE ............................................................................................................................ 27 TREATMENT PLAN SHEETS ................................................................................................................. 28 ESTHETICIAN DAILY CHECKLIST ..................................................................................................... 30 ESTHETICIAN MONTHLY CHECKLIST ............................................................................................. 31 ACTIVITIES FOR UNPRODUCTIVE TIME ......................................................................................... 32 FINAL EXAM ............................................................................................................................................. 35 APPRENTICESHIP CHECKLIST ........................................................................................................... 37

    ? 2005 EP Management, Inc. (800) 789-9931 3

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    ESTHETICIAN May 7, 2007

    POLICY

    PURPOSE

1) Provide medical spa treatments under the direction of the doctor in a timely

    professional manner.

2) Educate patients on treatments offered and service(s) you are delivering.

3) Discover the patient’s needs and wants and enlighten on the correct service to

    address those needs and wants. Deliver with the utmost quality of care and

    compassion.

4) Act as a team member to help achieve the Mission Statement of New Look Clinic.

    ? 2005 EP Management, Inc. (800) 789-9931 4

    All rights reserved

ESTHETICIAN May 7, 2007

    POLICY

    STATISTICS

Keep track of your daily production on your monthly quota graph so you can work toward

    achieving your target. Your target will be assigned at the beginning of every month by the

    doctor.

Also, you will need to keep track of your production for your pay.

    ? 2005 EP Management, Inc. (800) 789-9931 5

    All rights reserved

ESTHETICIAN May 7, 2007

    POLICY

    COMMUNICATION

Swift and accurate communication is imperative in our office and the esthetician has a

    major part in this responsibility.

The telephone must never ring more than three times before being answered. If you are not

    with a patient and the phone rings more than three times, answer it. There are telephones

    throughout the office, so if you are somewhere other than the front desk when the phone

    rings, you may answer it on any of these phones. Place hold if necessary if they need to

    schedule an appointment for the Receptionist to do, or take a message to have the

    Receptionist call back.

If the call is an inquiry, then by all means help answer their questions. If you feel you are

    not able to answer their question, take a message and let the caller know you will have

    someone call them back who can answer their question.

The best method for relaying messages is to put them in writing.

Always be aware of the schedule, knowing which patients will be arriving next, who is in

    the waiting room, who is in the back, etc. Check the waiting area now and then, briefly talk

    to patients who are waiting, maintaining good communication and making sure everything

    is going well. Help keep rooms ready for the next client even if someone else is

    responsible for that client. This would be acting as a team member.

It is only with this high awareness of the schedule and what is happening in the office that

    we can deliver high quality care, swiftly and efficiently.

    ? 2005 EP Management, Inc. (800) 789-9931 6

    All rights reserved

ESTHETICIAN May 7, 2007

    POLICY

    NEW PATIENT CALL-IN DIALOGUE

If answering the phone, you will be the first contact new patients have with our office.

    Your voice is the first one they hear. The way you handle yourself over the phone, as well

    as at the front desk, is very key to getting and keeping new patients.

The following is a general script for a new patient call:

    REC: "Good morning. New Look Clinic, the Medical Spa. This is

     _______________. May I help you?"

    Patient: "I'd like to make an appointment."

    REC: "Great! What is your name, please?"

    Patient: "John Smith"

    REC: "Thank you. John, when was the last time you were in

     to see us?" (isolates new patient from former

     patient without offending.)

    Patient: "Never have."

As soon as it is determined that the patient is a new one, get out a New Patient Call-In

    Form and fill out the top part.

REC: "May I please have your home or work phone number?"

    Patient: "Home is 332-8031. Work is 324-3246."

    REC: "Great! How did you hear about our office?"

If he was referred by another patient, say something nice about the referring patient ("Betty

    referred you? She's an awesome person, I think you’re the third person she’s referred this

    month!") Make sure whatever remark you make is sincere and not phony.

REC: What type of appointment did you need?

     (Let patient respond.)

    REC: "Are you currently on a treatment program?"

    (Let patient respond.)

After getting this information, let them know that you will transfer them to the Receptionist

    or she will be calling them to schedule.

    ? 2005 EP Management, Inc. (800) 789-9931 7

    All rights reserved

    NEW PATIENT CALL-IN FORM

    DATE CALLED APPT. DATE & TIME

    PATIENT NAME

    IF PATIENT IS A CHILD, PARENT’S NAME

    HOME PHONE WORK PHONE

    HOW DID YOU HEAR ABOUT OUR OFFICE?

WHAT IS YOUR PRIMARY CONCERN YOU WOULD LIKE TO ADDRESS?

     __________________________________________________________________

SCHEDULED?______________ CALL BACK? ________________________________

Other comments, or questions needing answers from someone else:

     ____________________________________

    ________________________________________________________________________ ________________________________________________________________________

    ________________________________________________________________________

    ________________________________________________________________________

    ________________________________________________________________________

    ________________________________________________________________________

    ________________________________________________________________________

    ? 2005 EP Management, Inc. (800) 789-9931 8

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    Role Playing and Procedure Drills

     Information: The following procedures are to be repeated as many times as

    necessary until you can do each one correctly and with confidence. This is not a

    test. The purpose of role-playing and going over these procedures is to help you

    develop accuracy and professionalism in your skills. The only way to develop a

    high level of skill is with practice and more practice. Therefore, all the

    procedures need to be approved by a qualified employee, office manager or

    doctor by signing their name on the line under the applicable role-play or

    practice procedure drill.

1) Memorize the “Purpose” of the esthetician’s job. Have a qualified employee

    confirm you know it word for word.

    Signed:

2) Role-play with a qualified employee, handling a new patient using the New

    Patient Call-In form. Repeat as necessary until you can do so with confidence.

    Signed:

3) Role-play with a qualified employee, how a patient gets scheduled.” Repeat as

    necessary until you can do so with confidence.

    Signed:

    ? 2005 EP Management, Inc. (800) 789-9931 9

    All rights reserved

ESTHETICIAN May 7, 2007

    POLICY

    CALLING IN PRESCRIPTIONS

Sometimes a patient will call in needing a prescription.

After it is determined that the patient may need a prescription, fill out a "Prescription

    Needed Form" (see following page for sample). Fill in the patient's name, last treatment

    rendered, known allergies, type of pain, how long in pain, and any other pertinent patient

    complaints. Then get the name and phone number of the drugstore he uses. If he doesn't

    know the phone number, then get the location and/or street name.

Next, pull the patient's chart and take this, along with the Prescription Needed Form, back

    to the doctor. Let the doctor read the form. Either hand it to him or hold it for him to read,

    depending on what he is doing at the time. The doctor can then either write down the

    prescription himself or dictate it to you.

Call the pharmacy with the prescription. Be sure to have the doctor's DEA number on hand

    if needed.

Be sure to document the prescription given (type of drug, how much dispensed, how to take

    it, refills, etc.). Also indicate the drug store and phone number. Write this on the Treatment

    Rendered sheet in the patient's chart.

When complete, call the patient to let him know the prescription has been called in. Tell

    the patient to call us, if they have not seen an improvement in two days or if they have any

    problems taking the medication.

If someone who has never been to our office calls wanting a prescription, that person must

    come in for an exam before we can prescribe anything. We will never prescribe

    medication to someone we know nothing about and who has never been in our office.

    ? 2005 EP Management, Inc. (800) 789-9931 10

    All rights reserved

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