The CA’s Role as New Patient Advocate
Kathy Mills Chang
MCS-P, CCPC
Chiropractic assistants take on many duties in the chiropractic office, but none may be more important than that of new patient advocate.
Often, new patients enter a chiropractor's office full of apprehension and misinformation about what a chiropractor is and what he or she does. Some out there still carry around a few misguided notions about chiropractors. They may have grown up hearing, "They're not real doctors," or maybe they've heard that chiropractic adjustments hurt or can cause strokes.
As the first point of contact, you have the allimportant role of putting new patients at ease by understanding that they may be entering the office for the first time "laden with baggage." They may need some of your "TLC" to help them through their uncomfortable feelings and fear of the unknown. It really doesn't matter to them how many phone calls you've fielded that day, how late you went to bed the previous night, or how many people failed to show up for their appointments because it's raining outside. From the moment new patients walk through your door, they need your undivided attention.
The first order of business will be to put the new patient at ease. The right greeting will go a long way to help ease the new patient into the office. For example, "Hello there, Mrs. Jones. We've been expecting you! Welcome to our office. Our aim is to help you in whatever way we can today, so please feel free to ask any questions you might have as we proceed." After all, would you want to walk into a new office and be treated rudely or approached by a person who is acting robotically, as if he or she were acting from a script?
Speak softly and slowly. New patients are trying to take a lot in when they come through the door. They are looking at the office and checking out the reception area. They may have gotten lost on the way there and are a bit harried. They may be in
tremendous pain or discomfort. If you speak too quickly, it will only frustrate and confuse them. Slowly give any instructions you may have for them and make sure patients grasp the meaning of what you are saying.
If there is new patient paperwork to fill out and the patient appears capable, ask the patient to fill out whatever forms are necessary. If the patient appears to be in pain or in any way agitated or "out of it," offer to help fill out the
paperwork.33
If there is new patient paperwork to fill out and the patient appears capable, ask the patient to fill out whatever forms are necessary. If the patient appears to be in pain or in any way agitated or "out of it," offerto help fill out the paperwork. Such an offer goes a long way toward making the new patient feel welcome and valued.
Try to anticipate any needs the new patient might have and address them. The patient might be worried or fearful of the unknown. Your words of hope begin the healing process that the doctor continues. Try to put the patient at ease by letting him or her know that the doctor has had a lot of experience with the same type of condition, so the patient can expect to be in "good hands."
Prepare the new patient for what lies ahead during the first visit. Explain to the patient about any testing that might be done and about the doctor's examination. Don't forget to add that the doctor will not adjust the patient until after his or her condition is evaluated to determine if the patient is a good candidate for care, etc. Knowing what will happen often alleviates any uncertainty and helps the new patient feel more comfortable.
Encourage the new patient to view any pre-visit videoyou may have in orderto learn more about chiropractic and why it is useful in helping the patient's condition. If you do not have such a video, ask the patient whether he or she has any questions about chiropractic care and how the patient was introduced to your office.
Be mindful never to make any promises about what chiropractic care will do for a new patient. What works for one person may not work for another, and you never want to be in the position of giving false hope to a new patient. This may be difficult for you to do because, after all, you have seen many success stories. Keep in mind that each person is unique and has unique challenges. Remember, however, to stay positive, but without promising
specific results.
Never answer a question when you are unsure of the answer. It is always better to say, "I need to check with the doctor about that and get back to you," rather than provide an incorrect answer. After all, no one is expected to have all of the right answers all the time!
Being a CA allows you to use your positive "people skills." Don't ever let a negative experience with a patient determine how you will deal with him or her. Keep a sense of humor and remember that you are the voice on the phone and the first point of contact for a new patient. Treat people with respect and dignity and help them feel at ease, and they will smile and greet you warmly every time they enter your office!
Mills Chang is a certified medical complispecialist (MCS-P) and certified chiropractic professional coder (CCPC). Since 1983, she has provided chiropractors with reimbursement and compliance training, advice, and tools to improve the
financial performance of their practices. Kathy leads a team 21 at KMC University, and is lmown as one of our profession’s foremost experts on documentation, Medicare, and billing. She or any of her team members can be reached at 855-832-6562 or info@KMC University, com.
