FIX BODY GROUP RECEPTION TRAINING MANUAL

Transcription

1 FIX BODY GROUP RECEPTION TRAINING MANUAL

2 EMPLOYEE NAME: Password: Computer Username: Password: Chirotouch Username: Password: Demand Force Username: Password: frontdesk123! Timeclock/Shopkeep pos login: When arriving at work always clock in, open Chirotouch, and Demand Force and do a walk through on Outlook Reception staff have access to 2 accounts: Your personal account: First The second is: s will only send from your personal account. When you reply from the info account, it will send from your personal account. Once you handle/respond/forward/delete an that is in the info account, please move it into an appropriate folder. If there is not an appropriate folder made already, please make one. Save/Print any messages for the front desk in regards to patient questions or appointments to be made. Call back any patients you need to contact or them back.

3 PHONE PROCEDURES VOIC 1. Can only check from the reception desk phone, ext Press envelope button. 3. Input password when prompted: Write down message, time and date. 5. Press 1 to repeat or 3 to erase. How to answer a phone call 1. Thank you for choosing Fix Body Group, this is. How may I help you? Transferring phone calls 1. Put caller on hold. 2. Press intercom. 3. Input extension number. 4. See if person requested is available to take the call. 5. Go back to line 1 (person on hold). 6. Click on button with the arrow and 3 people outlined on it (right of the hold button). 7. Put extension. 8. Hang up phone when you hear it start ringing. Intercom 1. Press intercom. 2. Input extension number. 3. Wait after two beeps to speak. Extension guide- (fill in with current staff) Front Desk:

4 Daily Notes/Patient Notes Daily notes are to be checked at the beginning of each shift 1. How to check a. Go to Front Desk on CT b. Click Daily Notes located on the main screen towards the bottom left c. On the notes page there is a list of things that need to be done that day or there will be notes for certain providers to call their patients and usually follow up with them. 2. How to send a Daily Note to a Provider a. Daily notes should be sent to a provider as a Chirotouch message. b. Subject of the message is Daily Notes c. Copy the daily note from the front desk screen d. Paste the daily note on to the message e. Please include the patients contact number in the message 3. How to add a Daily Note a. Provider will ask you to add a note to follow up with patient b. Go to the Front Desk on CT c. Click Daily Notes d. Go to the date call is going to be made e. Write note starting with Provider initials then - (dash) and start typing note f. Click Close and it will automatically save Patient Notes: Anything regarding a patient, make a note of it under patient s file. 1. Search Patient 2. Click Patient Management 3. Click on Notes 4. Click NEW 5. Make new note.

5 Appointment Scheduling Perimeters Scheduling appointments for our patients is one of the most important and basic tasks that we all do at the office. This task is mainly the front desk s job, but all of us in the office should have the basic knowledge on how to do this. Below is a list of basic appointments and the length of the appointments. Office hours: Monday- Friday 6 am- 10 pm Saturday & Sunday 8 am 4 pm Treatment appointments: All initial Sessions in RED 60 min Chiro 60 min Rehab 55 min Massage 55 min Personal Training 45 min Acupuncture 55 min Physical Therapy Chiropractic in PINK, Days 1-4 are 30 min Regular chiro appointments are 15 min Massage appointments are 55 min in BURGANDY Personal Training are 55 min in GOLD or FUSIA for Pride/groupon Deal ART appointments are LIGHT BLUE, Elite patients get 45 min appointments. Acupuncture are in GREEN Biomechanics are in WHITE Re-exams are in YELLOW- after 11 th visit. Add-on & Complimentary services are in GREY All initial appointments (except massage, acupuncture, personal training)- $120 Includes: Consultation, Assessment, Treatment Consultations (15 min) are free- $0 Initial Massage & acupuncture- $85 All other services after Initial- $85 Phone calls: Ask patient if they would like for us to verify insurance for them & get CC on File for cancellation policy-$30.

6 Cash Drawer: Always set at $200. Drop money at end of day Case Types: We are out of network so we take most PPO s. We do NOT take Medicare/Medical, Tricare, and most HMO s.* GI- General Insurance PI- Personal Injury WC- Worker s Compensation VA- NO TRICARE Magic Flight- No charge, employer pays for all visits. (initials only with Sam) Payments: NO AMEX or DISCOVER! ONLY Mastercard, Visa, Cash, or check. Providers and Services Shawn Robek DC Chiropractor, ART specialist, K-Taping Sam Wagg DC Chriopractor, ART specialist, K-Taping Patrick Cucarola Chiropractor, ART specialist, K-Taping Jonathan Pierce ART specialist, Director of soft tissue department, K-Taping Kyle Suarez Rehab, soft tissue dept., K-Taping Anne Clancy Doctor of Physical Therapy Jeff Lacson Massage Therapist Daniela Aguayo Massage Therapist Benjamin Gunn Massage Therapist Jason Hiebert Acupuncturist CJ Marsh Personal Trainer Director, Event Director, Corporate Partnerships Ben Kleinert Personal Trainer Brett Buckmaster Personal Trainer Scot Stevenson Personal Trainer Johnny Gurule Personal Trainer Marshall Gillen Personal Trainer Ron Smith Wendy Lemus Nathan Johnson Executive Director Finance & Billing Manager Marketing Director ONLY CHECK OUT: CASH, MAGIC FLIGHT, CROSSFIT, TRADE, & ALL ADD-ON SERVICES. **DO NOT CHECK OUT GI/PI COLORED APPOINTMENTS.

7 How to Welcome/Greet Patients 1. As soon as patient enters the facility, greet them with Hello, Welcome to FIX Body Group 2. For Day 1 patients check Chiro touch to see if they have filled out paperwork online. a. Where to look to see if its completed, already synced, or pending file i. Go to Patient Management in CT ii. Click Patients Records iii. There should be PDF file, named Patient s CT Intake iv. If there is not one, go to Step b. b. How to Sync from online- Make sure to take a photo of patient! i. Go to patient management ii. Click on Patients info iii. Click the Import button on the top right iv. Click Download Latest Files v. Click Get Files vi. Click on Patients Name vii. Click Next Twice viii. Chose the CT Intake with the latest date August 2014 ix. Click Finish 3. If not completed, have them fill out their intake on the ipad, 4. Check them in if they don t self-check in. Create check in pin if they don t have one. a. How to create a PIN: i. Go into Chiro Touch Front Desk ii. Click Patient Management iii. Click Patient Info iv. Copy Patients telephone number without the area code or special characters v. Click on the Self Check-In Tab vi. Click on Assign Pin button under Personal ID # vii. Paste Patients phone # viii. Hit Enter on keyboard 5. Can I offer you any (Flavor of the day) water, or bottled water? 6. If Day one patient, tour facility. 7. If the patient needs to change i.e if they have a change of clothes in their hands, have them change and place clothes in cubbies. 8. If the patient has been waiting for 5 mins or longer past their appointment time, let the provider know If a patient is more than 5-8 min late, call them. If more than depending on what kind of apt they have, Reschedule them.

8 Directions to Our Office When a patient calls for directions to the office ask them which freeway they are coming from and use the follow directions: For directions from the 5 South: 5S to 8E towards El Centro 163S towards Downtown Exit on the Washington St East Turn Left on 9 th St. Turn Left on University Ave. Turn Left on 10 th St into the parking lot For directions from the 5 North: 5N to 163N towards Escondido Exit on Robinson Ave. Slight right onto Robinson Ave. Turn left on 10 th St. and go through University Ave light into the parking lot For directions from the 805 North: 805N to 8W towards Beaches 163S towards Downtown Exit Washington St. East Turn Left on 9 th St. Turn Left on University Ave. Turn Left on 10 th St. into the parking lot For directions from the 805 South: 805S to 163S towards Downtown Exit Washington St. East Turn Left on 9 th St. Turn Left on University Ave. Turn Left on 10 th St. into the parking lot For directions from the 163 North: 163N Exit on Robinson Ave. Slight right onto Robinson Ave. Turn left on 10 th St. and go through University Ave light into the parking lot For directions from the 163 South: 163S Exit Washington St. East Turn Left on 9 th St. Turn Left on University Ave. Turn Left on 10 th St. into the parking lot

9 How to Create and Sync a New Patient File 1. Make sure patient filled out intake on Computer or Ipad a. How to Sync from online i. Go to Patient Management ii. Click on Patients info iii. Click the Import button on the top right iv. Click Download Latest Files v. Click Get Files vi. Click on Patients Name vii. Click Next Twice viii. Chose the CT Intake with the latest date Dec 20, 2013 ix. Click Finish x. Continue to part B b. If patient s intake has already been filled out i. Got to Patient Management ii. Click Patient Info iii. Click on the Records Tab iv. Print out the PDF File Name CT patient Intake v. Hole Punch Patient Intake and place on left side of File Folder vi. Write, Last Name, First Name with a Black Sharpie vii. Write in the Date of Exam MM/DD/YY viii. Case type will be determined based on CASH, GI and PI 2. Fill out a Travel card to give to provider. a. Travel card should be Last Name, First Name. b. Date of Initial Exam. c. Case Type if known.

10 Printer From Windows Document 1. Click file 2. Scroll down to print 3. Make sure printer is set to HP LaserJet Pro MFP M127-M128 PCLmS 4. If needed, put amount of copies desired. Making Basic Copies 1. Position the document to be copied. 2. Using the keypad, specify the desired number of copies. 3. Press the Copy key (green image of copied papers beside the # key) Scan 1. Position the document to be scanned. 2. Go to computer you want the image to be scanned to 3. Double click the document/scanning image on the desktop titled HP LJ M Scan 4. Select what you d like the image to be saved as ie., PDF, JPEG 5. Press SCAN

11 ShopKeep POS Input employee number (4 digits) and Sign in to POS. Opening Shift Count out drawer and Open shift CC Transactions Open Transaction screen. For patient transactions click on walk-in s and search patient name. a. If patient is not in the system yet: Input patient Name, number and Make sure transaction is under patient name top right corner. Locate department patient had an appointment with that day. Input department charges for visit (department, type of treatment, installment, co-pay, retail, etc.) Make sure CC attachment is connected on Ipad. For CC payment, run card (Visa/MasterCard only), ask if they want an or Printed receipt. If chose , patient is automatically ed a receipt. Always offer a printed version for patients as well. Cash Transactions For cash options take cash and run payment on Shopkeep; put in drawer For split tender options click More Input cash amount, then run card for remaining balance. For retail items not listed use Misc. Taxable button (all retail should be taxed). Find price listing on computer under Inventory pricing file. Reprinting Receipts To Re-print receipt, click out (top left button) which will take you to cashier page. Click on Re-print Receipt, choose patient, print. Close Shift Count out cash and enter that amount. Click Close Shift Print Z-report and close shift. Place amount to be dropped, z report and any checks in envelope and drop in safe Updating Shopkeep Open menu (upper left side, looks like 3 lines) Click Get Updates Gift Cards Click Sell Gift Card Enter amount to load onto the card Click how they are paying for it Swipe Card Retrieve balance of a gift card click Menu (upper left corner) click Gift cards it will ask you to swipe or key in the card number

12 Treatment Plans Adding a New Treatment Plan 1. Go to Patients Profile on Chirotouch through Patient Info. 2. Click Care Packages 3. Click New 4. Search for Treatment plans that begin with FIX 5. Choose 6, 12, or 24 visits. 6. Click OK 7. Make sure amount charged by provider matches amount on CT. (You can change the $ amount if needed) 8. The effective date is the day the Treatment visits start. a. If the Plan starts the day of, leave date as is. b. If the Treatment plan starts on the following appointment make sure you schedule patient first and then set that date as their effective date on the plan. 9. Click Save 10. Go to patient s ledger to make sure that the Treatment plan was input correctly. 11. Cash patients should be checked out only after the Treatment plan was input into their ledger so the counts are correct. a. If patient is already checked out please delete the charges and re-input the cash charge. Treatment Plan Alerts 1. After treatment plans have been entered, go to patients info 2. Click Alerts Tab 3. Click Add Alert 4. Scroll down and click on Confirm that patient is schedule for their Re-exam (12 th ), hold down Shift key and click Schedule patient for their next visit (11 th ) and Re-exam., hold down shift key again and click Please see front desk to schedule your Re-Exam. Thank You!. 5. Click OK a. Click the small black box where it says Starting on the th visit on or after b. Enter the # 10. c. Check both Front Desk: Check-In and Front Desk: Check-Out **Attached are pictures of how the Alerts should be displayed and where the marks go on Chirotouch**

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14 Re-exams Every 12 visits, each patient needs a re-exam. The re-exam is the visit in which the doctor will measure the improvement the patient has made in their objective findings. An objective finding is the area of the body that the doctor wishes to improve or repair. It is not the way the patient feels (subjective findings), it is what we can measure that is wrong with the structure of their body, and the effect that it is having on their body. Patients should be scheduled for their re-exam when they are about 10 or 11 visits from their last examination.

15 Name: Date of Hire: Must do Education or Day 1 with 1 of the following prior to first shift Date completed and with Whom: Shawn Robek DC Chiropractor, ART specialist, K-Taping Sam Wagg DC Chiropractor, ART specialist, K-Taping Patrick Cucarola Chiropractor, ART specialist, K-Taping Must do Education or Day 1 with 1 of the following prior to first shift Date completed and with Whom: Jonathan Pierce ART specialist, Director of soft tissue department, K-Taping Kyle Suarez Rehab, soft tissue dept., K-Taping Must do Education or Day 1 with 1 of the following prior to first shift Date completed and with Whom: Anne Clancy Doctor of Physical Therapy Must do session or education or Day 1 with 1 of the following within 5 days of date of hire: Date completed and with Whom: Jeff Lacson Massage Therapist Daniela Aguayo Massage Therapist Benjamin Gunn Massage Therapist Must do session or education or Day 1 with 1 of the following within 5 days of date of hire: Date completed and with Whom: Jason Hiebert Acupuncturist Must do 4 sessions or with 1 of the following within 2 weeks of date of hire: Date completed and with Whom: CJ Marsh Personal Trainer Director, Event Director, Corporate Partnerships Ben Kleinert Personal Trainer Brett Buckmaster Personal Trainer Scot Stevenson Personal Trainer Johnny Gurule Personal Trainer Marshall Gillen Personal Trainer Must do meet and greet with all of the following within 5 days of date of hire Ron Smith Executive Director Date Completed: Wendy Lemus Finance & Billing Manager Date Completed: Nathan Johnson Marketing Director Date Completed: