Medical Office Management: Developing and Managing Systems with High Quality Customer Service

ISBN-13: 9783319138862 / Angielski / Miękka / 2016 / 163 str.

Marcia Campiolo

Opis

The present book aims to assist and guide medical doctors in any specialty to manage his/her own clinic or office, allowing a higher and better development of its team/staff and providing tools for a high quality service to patients and customers. It is devoted to be the background for any medical doctor s success in personal career, serving as a foundation for professional growth. In last instance, Medical Office Management is intended to be a practical manual for easy day to day application in medical clinics."

Spis treści

Chapter 1 Introduction.- Chapter 2 The World Today—Understanding how the client Arrived to the Current Profile.- Chapter 3 The Doctor’s Office Clients.- Chapter 4 Ensuring Customer Loyalty: The Challenge of a Long-Lasting and Stable Relationship.—Chapter 5 Selecting New Members for the Clinic’s Staff: The Search for New Talents.- Chapter 6 The Preparation of the Clinic’s Staff.- Chapter 7 Basic Areas of Customer Service in Medical Clinics.- Chapter 8 The Process of Communicating with the Client.- Chapter 9 Managing the Client’s Time Perception.- Chapter 10 Pearls of Wisdom in Customer Service—Real-Life Stories.

O autorze

Marcia Campiolo is a psychologist specializing in Human Resources and health management area. She is the Administrative Director of the Brazilian Society of Ophthalmology, Editor of Ophthalmology Management journal and Columnist for DOC Magazine - health management. Speaker at medical conferences and consultant to clinics and hospitals. She is author of the books in Portuguese "Medical Office Management”(published by Cultura Medica and Guanabara Koogan) and “Medical Schedule” (published by Editora DOC), publications for doctors and health administrators. Member of the American Society of Ophthalmic Administration - ASOA.