Eyeworld Daily News

EW SHOW DAILY 18 ASOA News Today Monday, May 8, 2017 by Stefanie Petrou Binder, MD, EyeWorld Contributing Writer patients," she explained. Ms. Dumas has a 24-hour policy on negative behavior to resolve conflict, which she also documents. She learned quickly in her career, which started as a front desk receptionist and led to a position as practice administra- tor of an eye center with two bases, the importance of good interper- sonal skills. According to Candace Simerson, COE, Marana, Arizona, it is crucial to get proactive. She explained that a negative behavior pattern has a strong effect on morale and could tear the team apart. Also, the staff needs to see you are han- dling the problem. Ms. Simerson, who began her career in general ophthalmology and moved on to a large subspecialty and surgical prac- tice, now directs business develop- ment services. Dealing with a physician who is not onboard with the team can be a tricky situation for the admin- istrator. Ms. Kimble thinks that physicians and administrators need to be on the same page. "A phy- sician cannot protect his favorite technician—he has to see how this affects the others on the team. What we have learned is that no one is unreplaceable. If we don't bring our game, someone else will," she said. Ms. Dumas added that saying things like, "That statement made me un- comfortable, doctor. I have a feeling it made the patient uncomfortable, too," is a good way to address un- comfortable situations. Meeting with the staff and man- aging partners is important for team unity, but can be hard to organize. It allows employees to say, "This is what I have been doing for you this quarter" and can't be underestimat- ed. Even cutting clinic time for 30 minutes at the end of the day or an hour for coffee and breakfast before the day begins to accommodate everyone's schedule would suffice, Ms. Kimble said. Ms. Dumas arrang- es skype and telephone conference calls to make sure her working parents don't need to cut into child time for meetings, but aren't left out. EW A t the ASOA Administrator Beginner's Circle (ABC) luncheon on Sunday, attendees got excellent advice from a panel of three experienced administrators, who fielded questions on the gamut of sticky situations encountered in small and large ophthalmology prac- tices. When asked on her advice for creating an efficient, effective, and enjoyable work culture, Gretchen Kimble, JD, Flowood, Mississippi, who went from lawyer to practice administrator in the course of her career, said her philosophy was "work hard and play hard." Ms. Kimble manages a "small and lean" practice, so a good work ethic is par- amount. She makes a point of find- ing ways to reward her staff in small ways like handing out $5 Starbucks gift cards to encourage good work, or by organizing a food truck free of charge for patients and staff—which amounted to expenses of under $3 per employee, but infused incentive you could not put a number on. Approaching an employee with a negative attitude is difficult on the administrator. Carol Dumas, COE, Manchester, New Hampshire, takes a direct approach to the problem. "I don't tolerate negativity at all. It creates even more of a negative environment and can begin to affect Experienced administrators share tips on problem solving in the workplace Pinnacle Award honoree announced at ASOA Opening General Session A ndrew Maller, COE, BSM Consulting, Phoenix, received the ASOA Pinnacle Award for Volunteerism at the ASOA Opening General Session on Saturday. The ASOA Pinnacle Award for Volunteerism was established in memory of William E. Rose Jr., and recognizes ASOA members who have tirelessly contributed to the soci- ety's mission of advancing the skills and professionalism of ophthalmic practice management in the preced- ing calendar year. Prior to 2010, the award recognized ophthalmology practices that demonstrated an exemplary effort to eliminate poten- tial abusive billing practices and maintain compliance with govern- ment regulations. Nominees are chosen by the ASOA Board of Directors and are evaluated by their ASOA membership involvement in the following categories: • ASOA membership (minimum of 3 years required) • Service on ASOA committees or task forces • Speaker at ASOA Congress on Ophthalmic Practice Management • Active contributor to ASOA EyeMail • Article author for Administrative Eyecare • Roundtable facilitator at ASOA Congress on Ophthalmic Practice Management EW Andrew Maller, COE ABC panel coaches attendees on successful administrative practices.

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