How Do You Get Your Employees to Think Like You Do?

The Mission Statement

A primary responsibility of the owner of a practice or a business is to set the pace and direction for the practice or business by contemplating, defining and establishing exactly what the mission of the practice or business is. By doing so, the owner provides the guiding principle for the entire activity.

A mission statement can be used to maintain the focus for the owner and staff. It can be used as a point of reference along the line. Oftentimes, a staff can simply get caught up in the day-to-day functions of their individual jobs, forgetting (or maybe never having really known) what the purpose of the activity is. A fully functional team can then never truly come to fruition.

It is up to the owner to determine why he/she is engaged in the activity to begin with, what the purpose and goal is and to form a team that is mutually in agreement with the purpose and the goal. It is that understanding and agreement that will allow people to evolve into a coordinated group, working together toward the long-term objectives of the owner.

The second part of this article contains a sample mission statement. Use it as a model for developing one that suits your practice or business. Once it has been developed, distribute it amongst your staff, go over it as a group at your staff meeting and have each staff member place their copy in the front of their respective staff binders.

Fill out the form to the right to receive your “sample mission statement” (highly recommended). Scroll to top


Fill out the form to receive your sample mission statement (highly recommended).

12 Steps to Collect Past Due Accounts

Collecting on past due accounts is a function that the Accounts Manager will find herself/himself having to do. Any contact with a patient/client, even under these circumstances, should be kept on a friendly, professional and dignified basis. This will promote respect for the office and its business practices.

Always remember the following points with regard to your patients/clients:

  • Most people have good intentions and want to cooperate with agreements that they have made.
  • Although a person’s account may be overdue, most people still have a good intention to take care of it.
  • Most people prioritize their bills and will first pay those that they feel are most pressing.
  • Most people with past due accounts will pay those bills where someone is actively requesting them to pay.

Bearing in mind the above, your role is to arrange to be one of the creditors that your patients/clients will not delay paying. The following points may be helpful in this regard:

  1. Bill promptly every month.
  2. Ensure that your bills are accurate.
  3. Ensure that you have the original signed financial agreement from your patient/client.
  4. Contact the patient/client as soon as you realize the account has become delinquent.
  5. When you speak with the patient/client, let them know that you believe that they are able to make payment.
  6. Let the patient/client know that you expect to be paid, and refresh their memory on the signed agreement.
  7. Allow the patient/client their self-respect; never back them into a corner, insult or badger the patient/client.
  8. Explain to the patient/client that you want to help him/her work it out so that they can maintain the agreement that they made with your office.
  9. Be prepared to offer some options to the patient/client that they may not have considered.
  10. Be willing to really communicate with the patient/client so that a true understanding and agreement can be reached.
  11. If absolutely necessary, utilize the credit reporting associations. Let the patient/client know that you are planning to do so and that this will go on their credit rating.
  12. As a last resort, utilize the services of a collection agency, and let the patient/client know that you plan to do so.

If you would like more information on collecting past due accounts or any other management topic, fill out the form to your right, and we will be more than happy to assist you. Scroll to top


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14 Steps to Safeguard Your Practice Against Embezzlement

As our research staff continues to discover embezzlement is an issue that is still prevalent with doctors nationwide, we are re-visiting this subject with additional advice.

Minimize the Risk

More than likely, you’ve heard some horror story about a colleague who had a trusted employee embezzle money from him/her practice. There are steps that you can take to minimize the risk of embezzlement.
The following procedures are recommended to be a part of your normal routine as it safeguards against embezzlement.

Cash Handling:

  1. Firm policy that every patient/client gets a receipt whether they pay or not.
  2. Cash handling and cash record-keeping duties need to be segregated. Have one person collect patient/client portions over the counter and another person post balances. Have a third person do bank deposits. As owner, you play an active role in monitoring sales and cash if you have too few employees to fully separate the duties for handling cash and collections.
  3. Each month, compare the amount of your collections that was cash. There will be some fluctuation, of course, but if it goes low one period, it is suspicious.
  4. Start a patient/client sign-in sheet where patients/clients simply sign in. Compare this on a daily basis to an over-the-counter-collections report (and day-sheet or equivalent), looking for inconsistencies, such as patients/clients who are on the sign-in sheet but not listed on the day-sheet report. Spot check by phone call to patients/clients who are reported to not have paid a portion due that day. This can be done as a “quality control” call to the patient/clients. Of the questions asked, one might be something like, “It’s our policy that all patients/clients who pay any cash on the day of service receive a receipt. Did you receive a receipt today for any cash paid?” Implement this policy in writing and DO IT. This will make it far more dangerous to attempt embezzlement.
  5. Have a written policy to conduct unannounced checks of petty cash and other cash accounts on a regular (bi-weekly or monthly) basis. Conduct these checks without fail.

Fill out the form to the right to receive “steps 6 -14 to safeguard your practice against embezzlement” (highly recommended). Scroll to top


Fill out the form to receive steps 6 -14 to safeguard your practice against embezzlement. (highly recommended).

Providing a Firm Foundation Through Written Office Policy

A Way to Avoid Common Confusions in the Workplace
In order to function most effectively as a team, agreements must be known and adhered to for smooth, efficient coordination and cooperation. This is also known as “policy.” As long as people know what the rules of the activity are, and those guidelines are clearly presented as being in the best interest of the activity, the policies will be followed, and a smoother operating environment will result.

Policy that is understood, agreed upon and adhered to will strengthen the practice in the achievement of its goals.

Even the “policies” that are in your head and that you figure “everyone knows” should be put in writing. Because that may not always be the case, by putting all policies in writing, problems and confusions that could otherwise surface will be curtailed and even eliminated.

It is advisable to create your “General Office Policy” to address fundamental issues that affect every practice. In addition, policies relating to specific areas of the practice should be properly documented. The practice should maintain a Master Policy Manual, and each employee should have his or her own copy of the policies of the practice.

Once a General Office Policy Manual is developed, the practice will continue to generate new policies as time goes on and as new issues and situations present themselves. When creating a new policy, place a copy in the Master Policy Manual and distribute a copy to each relevant staff member. Request that the staff then send written compliance to the office manager that they have read and understand the policy and that they have placed their copy in their respective manuals.

Fill out the form to the right and receive a “list of the types of topics that should be addressed in the General Office Policy.” (highly recommended). Scroll to top


Fill out the form to receive a list of the types of topics that should be addressed in the General Office Policy. (highly recommended).