STAFF TRAINING UNIVERSITY
YOU ARE WHAT YOU FOCUS TO BE!!!
A. The patient is the most important person in our office who we should bend over backwards to help.
B. The patient should always be treated with courtesy and respect.
C. The patient should always get our full attention when they come into our office.
MISSION STATEMENT
A. Our mission is to help as many patient s as possible to achieve a greater quality of life by Increasing their health in a affordable , efficient, and effective manner.
B. Our purpose is to enhance quality of life by touching the lives of as many patients as possible
in order to prevent and alleviate pain and reduce the limitations it causes for their health.
GOALS
A. Creating goals provides you with purpose and direction.
B. Having goals allows you to focus on your future when your present seems bleak.
C. Reviewing your goals can fill you with excitement and motivation.

ACHIEVE AND SET YOUR GOALS
A. # of people I will help and improve quality of life per day
B. # of days working each week to help heal and improve quality of life
C. # of people I will help heal and improve quality of life per week

ANSWERING PHONES

A. Keep a smile on your face at all times.
B. Always answer phone with hello ,name of business , state your name and how my may I help
You.
C. When scheduling app. Ask for first and last name and ask them to spell it out for you.
D. Ask if they visit us before.
E. Ask when they would like to come in and what time works best for them.
F. Get the best contact number for them.
G. Let them know that you will be sending out a confirmation email with the office information
And the initial paperwork so what will be the best email address to send it to.
H. Ask how did they hear about us.
I. Ask if they have any other questions.
J. Always use their name especially after each question.

A-Z REVIEW

A. Always greet the patients when they enter our office by their name and how are they doing Today.
B. Ask the patient if they had any trouble getting to our office only if they are first time patients.
C. Take payment or have the patient fill out chart while they are waiting on the doctor or their
Massage therapist.
D. Have the new patient fill out the necessary paperwork while they are waiting to be seen by
The doctor or massage therapist.
E. Let Dr.Weisz know that the patient is ready for him
F. Add the new patient into the computer and check on their insurance .

BASIC INFORMATION FOR THE FRONT OFFICE

A. Conversations
1. there should be no talking about sex,religion, or politics.
B. OFFICE HOURS
1. Mon. - Sat. You are expected to stay until the last patient in the evening leaves.
2. It is ideal to always have one staff personnel to answer the phones.
C. Uniforms
1. Uniforms consist of scrubs to be provided by the employee.
2. No jeans are acceptable

RESPONSIBILITY

A. Everything is your responsibility in the office.

EATING

A. Eating at the front desk is not permitted.
B. Chewing gum is not permitted.
C. No cologne or perfume is allowed to be worn in the office.
10. PATIENT NEEDS ALWAYS COME FIRST
A. Patient comes here because they are in pain. We need to convey an atmosphere of warmth,
Cheerfulness, and friendliness.
11. ALWAYS RMEMBER THEIR NAMES
A. Using their names let the patients know that they are the most important person in our office
12. EXTRANEOUS CONVERSATIONS MUST BE NON EXISTENT
A. With HIPPA guidelines it is federal prohibiting any employee to discuss, or give patient the
Impression that his or her case might become the subject of conversation with any other
Patient.
13. THE EMPLOYEE SHOULD ALWAYS REPORT TO THE DOCTOR
A. Positive comments
B. Negative comments
14. YOU SHOULD NEVER DISCUSS ANY HEALTH PROBLEMS WITH THE PATIENT
A. You are not qualified to answer any clinical questions the patient may have. You cannot
Discuss any method of relief with the patient.
15. BIRTHDAY CALLS
A. This is to let the patient know that we do keep track of their birthday and will like to give them
A special offer for their birthday.
16. RE-SCHEDULING APPOINTMENTS
A. Call patients 15 min after scheduled app. Time
B. If you get a voice mail leave a message letting them know of their missed app.
And leave a call back number .
C. If you talk to the patient let them tell you when will be best for them to come in.
17. CANCELLATION OF AN APPOINTMENT
A. When a patient calls and cancels see if you can get them to come in later on that day or
Try to get them in as soon as possible.
18. CHIDREN
A. We are devoting the month of September to the wellness of children.
19. BACKPACK SAFETY
A. Children should not be carrying 15% of their body weight in their school backpack.
20. CLIENT CARE
A. Here at our office we make it our mission to provide the best patient care that we can .
B. We want the patient s to know that we love their health more then they love their own health
C. We take pride in knowing that each patient are on the road to wellness.
21. COMMUNITY SERVICE AND OUTREACH
A. Giving courtesy call to different business to give them a free 10 min massage for the staff
B. .Give the help on how to deal with stress and back problems.
22. SCHEDULING OLD APPOINTMENTS IN ONLINE SCHEDULER
A. Right click on time and date
B. Go to add appt.
C. Click on Dr.Wiesz/therapist name
D. Click on patient
E. Type in patient first and last/ hit search
F. Click on appt./confirm appt.
G. Click on save
23. SCHEDULE NEW APPOINTMENTS IN ONLINE SCHEDULER
A. Right click on time and date
B. Click on add block
C. Click on comments
D. Add comments [ask for first and last name, telephone number, email address , and who they
Were reffered by ]
E. Select an appointment type
F. Click on save
24. GREETING PATIENTS
A. Before the patient is seen by you, you need to do a couple of things
- Check to see what time their appointment is set for.
- Check their name so you can use it when they come in our office.
- Check to see if the patient is new to our office or an old patient.
B. When new patient comes in
- Hello (say patients name) how are you doing today
- Introduce myself
- Did you find us ok
- Have them fill out the initial paperwork
- While they are filling out paperwork ask for their insurance card for records.
- Take information and tell them to have a seat .
- Go get the doctor and enter information in the computer.
25. INCREASING PATIENT'S PERCEIVED QUALITY AND SERVICE
A. The entire goal is to help the patient. By giving them great ,quality service and concentrating
On their main complaint and increasing the perceived value and quality service through not
Only our treatment methods but also through communication.
26. INTERNAL MARKETING
A. EVENT
-Gift of health
-Scoliosis screening (set up with school)
- Symptom of the week
-Symptom board testimonial board referral board
- VIP Program
B. WHEN
- Promote every Wednesday
-Promote Wednesday of the month actual event Thursday of the month
- Promote 2nd, 3rd, and 4th Wednesday of the month
- Update every Monday
- Promote of the week
C. WHO
- New patient from 4 weeks ago in the appointment book
- All patients
-All patients
- All patients
- All patients reffered a new patient during last month
D. PLAN ACTION
- Identify new patient from 4 weeks ago
- Discuss in Tuesday staff meeting
- Put yellow sticker on card listing I indicating REF (referral )
- Follow up
-Tell patient about scoliosis screening schedule for the next day
- Have patient sign up 2-18 year old
-Tell the patients about S of the W
-Ask if they know anyone suffering from S of the W
-If yes, gather information on referral
-If family third party book if friend or co- worker send letter
- On- going addition of patient names to all aboard
27. LATE OR MISSED APPOINMENT
A. Call patient and leave message regarding their scheduled appointment
B. Leave your name ,a call back number , and reason for this call
C. Always speak clearly so that the patient understands you
28. NEW PEOPLE WHO CALL
A. Let the patient know the reason why you are giving them a call
B. Ask if they would like you to look at the schedule for them
C. Get all the info on the patient
D. Put them on the schedule and repeat time ,date , and location
29. OFFICE MANAGER RESPONSIBILITY
A. Open doors
B. Listen to voice mails - Address the issue
C. Pull out charts for patients coming in for that day
D. Answer phones
E. Process patient visits
. 30. TELEPHONE PROCEDURES FOR NEW PATIENTS
A. Ask if they have any health insurance
B. Write down their insurance info
C. Get them on the schedule
D. Explain to the patient that you will verify their insurance info and have it ready for them when they come in
31. REACT CALLS
A. Call patients we having seen in a while
B. Let patients know that we still think about their health
C. Ask them when would they like to come in
D. Always remember to use their names
32. VERIFICATION OF INSURANCE
A. Pull up all the information you will need first in the system
B. Make sure you have the NPI # and or TAX ID #
C. Pull up patient chart on computer and click on insurance part
D. Write down name of rep. , time , and date talked to
E. Ask for chiropractic and physical therapy benefits
F. Ask for deductable and how much has been met
G. There will be a dollar amount or max days per visit
H. Ask what is the coverage for office visits ?
I. Ask for the coverage for orthotics
J. Ask where to send claims to
33. WALK-INS
A. Greet them by knowing their name
B. Make sure that they get a smile and the paperwork
C. Tell them to have a seat and someone will be with them shortly
D. Put their info in the computer
E. File that person in the file cabinet
F. Let Dr. Weisz know that everything is all set with that patient
34. WHAT HAPPY PEOPLE KNOW
A. 6 Happiness Tools
1. Appreciation
2. Choice
3. Personal Power
4. Leading with your strengths
5. Power of language and stories
6. Multi- dimensional living
Recommended book
WHAT HAPPY PEOPLE KNOW
By: Dan baker
Psychologist & director of the
Life enhancement program
Arizona's canyon ranch spa
STAFF TRAINING UNIVERSITY
1. YOU ARE WHAT YOU FOCUS TO BE!!!
A. The patient is the most important person in our office who we should bend over backwards to help.
B. The patient should always be treated with courtesy and respect.
C. The patient should always get our full attention when they come into our office.
2. MISSION STATEMENT
A. Our mission is to help as many patient s as possible to achieve a greater quality of life by
Increasing their health in a affordable , efficient, and effective manner.
B. Our purpose is to enhance quality of life by touching the lives of as many patients as possible
in order to prevent and alleviate pain and reduce the limitations it causes for their health.
3. GOALS
A. Creating goals provides you with purpose and direction.
B. Having goals allows you to focus on your future when your present seems bleak.
C. Reviewing your goals can fill you with excitement and motivation.
4. ACHIEVE AND SET YOUR GOALS
A. # of people I will help and improve quality of life per day
B. # of days working each week to help heal and improve quality of life
C. # of people I will help heal and improve quality of life per week
5. ANSWERING PHONES
A. Keep a smile on your face at all times.
B. Always answer phone with hello ,name of business , state your name and how my may I help
You.
C. When scheduling app. Ask for first and last name and ask them to spell it out for you.
D. Ask if they visit us before.
E. Ask when they would like to come in and what time works best for them.
F. Get the best contact number for them.
G. Let them know that you will be sending out a confirmation email with the office information
And the initial paperwork so what will be the best email address to send it to.
H. Ask how did they hear about us.
I. Ask if they have any other questions.
J. Always use their name especially after each question.
6. A-Z REVIEW
A. Always greet the patients when they enter our office by their name and how are they doing
Today.
B. Ask the patient if they had any trouble getting to our office only if they are first time patients.
C. Take payment or have the patient fill out chart while they are waiting on the doctor or their
Massage therapist.
D. Have the new patient fill out the necessary paperwork while they are waiting to be seen by
The doctor or massage therapist.
E. Let Dr.Weisz know that the patient is ready for him
F. Add the new patient into the computer and check on their insurance .
7. BASIC INFORMATION FOR THE FRONT OFFICE
A. Conversations
1. there should be no talking about sex,religion, or politics.
B. OFFICE HOURS
1. Mon. - Sat. You are expected to stay until the last patient in the evening leaves.
2. It is ideal to always have one staff personnel to answer the phones.
C. Uniforms
1. Uniforms consist of scrubs to be provided by the employee.
2. No jeans are acceptable
8. RESPONSIBILITY
A. Everything is your responsibility in the office.
9. EATING
A. Eating at the front desk is not permitted.
B. Chewing gum is not permitted.
C. No cologne or perfume is allowed to be worn in the office.
10. PATIENT NEEDS ALWAYS COME FIRST
A. Patient comes here because they are in pain. We need to convey an atmosphere of warmth,
Cheerfulness, and friendliness.
11. ALWAYS RMEMBER THEIR NAMES
A. Using their names let the patients know that they are the most important person in our office
12. EXTRANEOUS CONVERSATIONS MUST BE NON EXISTENT
A. With HIPPA guidelines it is federal prohibiting any employee to discuss, or give patient the
Impression that his or her case might become the subject of conversation with any other
Patient.
13. THE EMPLOYEE SHOULD ALWAYS REPORT TO THE DOCTOR
A. Positive comments
B. Negative comments
14. YOU SHOULD NEVER DISCUSS ANY HEALTH PROBLEMS WITH THE PATIENT
A. You are not qualified to answer any clinical questions the patient may have. You cannot
Discuss any method of relief with the patient.
15. BIRTHDAY CALLS
A. This is to let the patient know that we do keep track of their birthday and will like to give them
A special offer for their birthday.
16. RE-SCHEDULING APPOINTMENTS
A. Call patients 15 min after scheduled app. Time
B. If you get a voice mail leave a message letting them know of their missed app.
And leave a call back number .
C. If you talk to the patient let them tell you when will be best for them to come in.
17. CANCELLATION OF AN APPOINTMENT
A. When a patient calls and cancels see if you can get them to come in later on that day or
Try to get them in as soon as possible.
18. CHIDREN
A. We are devoting the month of September to the wellness of children.
19. BACKPACK SAFETY
A. Children should not be carrying 15% of their body weight in their school backpack.
20. CLIENT CARE
A. Here at our office we make it our mission to provide the best patient care that we can .
B. We want the patient s to know that we love their health more then they love their own health
C. We take pride in knowing that each patient are on the road to wellness.
21. COMMUNITY SERVICE AND OUTREACH
A. Giving courtesy call to different business to give them a free 10 min massage for the staff
B. .Give the help on how to deal with stress and back problems.
22. SCHEDULING OLD APPOINTMENTS IN ONLINE SCHEDULER
A. Right click on time and date
B. Go to add appt.
C. Click on Dr.Wiesz/therapist name
D. Click on patient
E. Type in patient first and last/ hit search
F. Click on appt./confirm appt.
G. Click on save
23. SCHEDULE NEW APPOINTMENTS IN ONLINE SCHEDULER
A. Right click on time and date
B. Click on add block
C. Click on comments
D. Add comments [ask for first and last name, telephone number, email address , and who they
Were reffered by ]
E. Select an appointment type
F. Click on save
24. GREETING PATIENTS
A. Before the patient is seen by you, you need to do a couple of things
- Check to see what time their appointment is set for.
- Check their name so you can use it when they come in our office.
- Check to see if the patient is new to our office or an old patient.
B. When new patient comes in
- Hello (say patients name) how are you doing today
- Introduce myself
- Did you find us ok
- Have them fill out the initial paperwork
- While they are filling out paperwork ask for their insurance card for records.
- Take information and tell them to have a seat .
- Go get the doctor and enter information in the computer.
25. INCREASING PATIENT'S PERCEIVED QUALITY AND SERVICE
A. The entire goal is to help the patient. By giving them great ,quality service and concentrating
On their main complaint and increasing the perceived value and quality service through not
Only our treatment methods but also through communication.
26. INTERNAL MARKETING
A. EVENT
-Gift of health
-Scoliosis screening (set up with school)
- Symptom of the week
-Symptom board testimonial board referral board
- VIP Program
B. WHEN
- Promote every Wednesday
-Promote Wednesday of the month actual event Thursday of the month
- Promote 2nd, 3rd, and 4th Wednesday of the month
- Update every Monday
- Promote of the week
C. WHO
- New patient from 4 weeks ago in the appointment book
- All patients
-All patients
- All patients
- All patients reffered a new patient during last month
D. PLAN ACTION
- Identify new patient from 4 weeks ago
- Discuss in Tuesday staff meeting
- Put yellow sticker on card listing I indicating REF (referral )
- Follow up
-Tell patient about scoliosis screening schedule for the next day
- Have patient sign up 2-18 year old
-Tell the patients about S of the W
-Ask if they know anyone suffering from S of the W
-If yes, gather information on referral
-If family third party book if friend or co- worker send letter
- On- going addition of patient names to all aboard
27. LATE OR MISSED APPOINMENT
A. Call patient and leave message regarding their scheduled appointment
B. Leave your name ,a call back number , and reason for this call
C. Always speak clearly so that the patient understands you
28. NEW PEOPLE WHO CALL
A. Let the patient know the reason why you are giving them a call
B. Ask if they would like you to look at the schedule for them
C. Get all the info on the patient
D. Put them on the schedule and repeat time ,date , and location
29. OFFICE MANAGER RESPONSIBILITY
A. Open doors
B. Listen to voice mails - Address the issue
C. Pull out charts for patients coming in for that day
D. Answer phones
E. Process patient visits
. 30. TELEPHONE PROCEDURES FOR NEW PATIENTS
A. Ask if they have any health insurance
B. Write down their insurance info
C. Get them on the schedule
D. Explain to the patient that you will verify their insurance info and have it ready for them when they come in
31. REACT CALLS
A. Call patients we having seen in a while
B. Let patients know that we still think about their health
C. Ask them when would they like to come in
D. Always remember to use their names
32. VERIFICATION OF INSURANCE
A. Pull up all the information you will need first in the system
B. Make sure you have the NPI # and or TAX ID #
C. Pull up patient chart on computer and click on insurance part
D. Write down name of rep. , time , and date talked to
E. Ask for chiropractic and physical therapy benefits
F. Ask for deductable and how much has been met
G. There will be a dollar amount or max days per visit
H. Ask what is the coverage for office visits ?
I. Ask for the coverage for orthotics
J. Ask where to send claims to
33. WALK-INS
A. Greet them by knowing their name
B. Make sure that they get a smile and the paperwork
C. Tell them to have a seat and someone will be with them shortly
D. Put their info in the computer
E. File that person in the file cabinet
F. Let Dr. Weisz know that everything is all set with that patient
34. WHAT HAPPY PEOPLE KNOW
A. 6 Happiness Tools
1. Appreciation
2. Choice
3. Personal Power
4. Leading with your strengths
5. Power of language and stories
6. Multi- dimensional living
Recommended book
WHAT HAPPY PEOPLE KNOW
By: Dan baker
Psychologist & director of the
Life enhancement program
Arizona's canyon ranch spa