Healthcare Management Training
How Organizing Relates to Their Role as Front Office Supervision
The front desk is the customer’s first contact with the organization when they visit the organization’s office. The reception customers get from the front desk staff influences their decision to get products and services from the organization. In the healthcare setting, the front desk informs patients whether doctors are available and makes arrangements to help them get the services they need by confirming the availability of healthcare providers and issuing appointments. Therefore, the front office supervisor’s role is related to the task of organizing because they ensure that the front office staff and the medical records staff collaborate to ensure that patients get quality services. The front desk supervisor also ensures that patient schedules are accurate based on the healthcare providers’ availability to reduce waiting time and delays in the healthcare delivery process. For example, a front office supervisor would organize patient schedules by giving appointments to patients with minor healthcare issues or follow-up appointments on the same day and schedule different days for patients with major issues to reduce waiting time and maintain patient flow.
How Planning Relates to Their Role as Front Office Supervisors
Planning is a process that includes creating objectives, developing the tasks needed to meet the objectives, determining the resources required to meet the objectives, creating a timeline, and tracking the progress made toward meeting the objectives. However, planning in the healthcare setting extends beyond these activities. According to Baum & Aburmishan (2022), planning in healthcare organizations includes eight stages. The first stage is analyzing the situation. The second stage is identifying the problem that must be resolved and prioritizing the most critical problems based on their impact on the patients, healthcare providers, and the organization. The third stage is setting objectives that act as a guide in resolving the identified problem. The fourth stage is formulating a strategy to address the problem based on the resources needed and those that are available. The fifth stage is sequencing the activities that should be completed to resolve the problem. The sixth stage is allocating the resources required to fix the problem. The final stage is monitoring the progress toward resolving the problem and controlling the outcome. Planning relates to the role of front supervisors because they have to create patient schedules based on the availability of healthcare providers, ensure that the medical records required by doctors to make healthcare plans are available whenever requested, and assign tasks to enhance efficiency in healthcare delivery. The front office supervisor’s role is also related to planning because front office supervisors are involved in identifying and recommending solutions to problems related to front office services, such as customer complaints. A good example of how a front office supervisor would plan is when the supervisor is asked to create work schedules for the front office staff based on the demand for front office services.
How Controlling Relates to Their Role as a Front Office Supervisor
According to Vetter (2014), organizing includes determining how the resources in an organization will be distributed. Organizing may also include the action and process of engaging employees or team members to create a productive workforce that upholds high standards of transparency, care, and fairness. In the healthcare setting, all staff must demonstrate high standards of transparency and fairness and treat all patients with respect. The front desk staff is responsible for assisting a patient when booking an appointment and making an inquiry. Therefore, one of the areas where the supervisor’s role is related to organizing is ensuring that there is enough front desk staff to serve the patients who visit the healthcare facility. The front desk supervisor also needs to ensure that the front desk staff has the attitude, skills, and competencies required to offer front desk services to the patients. For example, the front desk supervisor may be involved in interviewing candidates applying for the front desk position in the healthcare organization or conducting performance reviews to ensure that the front desk staff meets the organization’s expectations. Front desk supervisors also need to ensure that the front desk staff has the resources required to provide services to customers efficiently. For example, they may be involved in organizing the human resources in the organization by assigning duties at the front desk based on an employee’s experience and availability. Front desk supervisors also have to ensure that employees at the front desk follow the organization’s policies and procedures when admitting patients, issuing appointments, and making payments.
How Leading Relates to Their Role as a Front Office Supervisor
Leading is vital in setting the direction others should follow to ensure an organization’s objectives are met. According to Murphy & Murphy (2017), leading focuses on ensuring that employees internalize an organization’s goals based on the internal value the goals created for the organization. Leading also includes inspiring others and ensuring they are focused on meeting a shared goal (Johnson et al., 2017). The task of leading relates to the role of a front office supervisor in different ways. For example, a front desk supervisor must communicate the organization’s expectations to the staff. Communication is an important part of leading because it enables individuals to understand what they are required to do, thus creating a shared sense of direction. Front office supervisors also direct and guide the front office staff on what they should do in various situations, thus demonstrating leadership. For example, a front desk supervisor would lead by directing a front desk staff on what to do when dealing with a customer who insists on seeing a healthcare provider urgently when the healthcare provider is held up or unavailable. Another issue that a front office supervisor can direct staff to resolve is payment issues, which may arise when a patient wants to use a payment method that is not allowed in the organization.
How All Four Functions Create Effective Office Management and a Specific Routine a Front Office Supervisor Would Complete
Organizing, planning, controlling, and leading play a vital role in improving management functions and improving organizational performance and success. The functions work together by supplementing each other. For example, planning helps ensure enough resources are organized to meet the organization’s objectives. The resources also have to be controlled to ensure that they are not wasted; hence, there is a need for a person with authority to effectively lead the team in following the plan created to organize the resources. The front office supervisor may be required to complete tasks encompassing all four functions. For example, assigning tasks to front office staff is a weekly task that requires a front office supervisor to complete all four functions. For example, assigning tasks requires planning to get the right candidate for the job, organizing by creating roles and responsibilities that should be completed to effectively complete the task, controlling to ensure that the person assigned the task completes it as required, and leading by directing the person assigned a task on what they should do based on the organization’s expectations. Leading is also important in assigning tasks because it ensures that the person assigned a task is focused on completing it successfully.
References
Baum, N., & Aburmishan, J. (2022). Strategic planning for healthcare organizations. Physician Leadership Journal, 9(4), 40-43. https://doi.org/10.55834/plj.6555794318.
Johnson, J. F., Uline, C. L., & Perez, L. G. (2017). Leadership that influences clarity about roles and responsibilities. Leadership in America’s Best Urban Schools, 106-117. https://doi.org/10.4324/9781315685519-9.
Murphy, R. M., & Murphy, K. M. (2017). Manager vs. Leader: Untying the Gordian knot. Routledge.
Vetter, L. P. (2014). Management functions. Clinical Laboratory Management, 23-42. https://doi.org/10.1128/9781555817282.ch2.
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Question 
Scenario
Healthcare management is a growing profession. As a practice manager, you have a new front office supervisor starting this week, with whom you will train. As part of the training, you want to emphasize the importance of organizing, planning, controlling, and leading as management functions. In a training document, you’ll guide the new supervisor through an analysis of the roles of managers and leaders in a diverse healthcare industry as you prepare them to assist with office management.
Healthcare Management Training
Create a conversational training document for the new front office supervisor in which you address the prompts below in 175–350 words each. Use your own words, and do not copy your definitions directly from the textbook.
Define how the task of organizing relates to their role as a front office supervisor. Share a workplace example of how a front office supervisor would organize.
Define how the task of planning relates to their role as a front office supervisor. Share a workplace example of how a front office supervisor would plan.
Define how the task of controlling relates to their role as a front office supervisor. Share a workplace example of how a front office supervisor would control.
Define how the task of leading relates to their role as a front office supervisor. Share a workplace example of how a front office supervisor would lead.
Describe how all 4 functions (organizing, planning, controlling, and leading) work together to create effective office management. What is a specific weekly or monthly routine a front office supervisor would complete that encompasses all 4 functions?
Include a reference list of a minimum of 3 references, and 1 MUST be in your textbook. Format your citations according to APA guidelines.
Manager Versus Leader
Agrawal, V. (2012). Managing the diversified team: Challenges and strategies for improving performance. Team Performance Management, 18(7/8), 384–400.
McCallum, S. Y., Forret, M. L., & Wolff, H. (2014). Internal and external networking behavior. Career Development International, 19(5), 595–614.
Purnell, L. (1999). Health care managers’ and administrators’ roles, functions, and responsibilities. Nursing Administration Quarterly, 23(3), 26–37.
The Effects of Teamwork, Communication, and Organizational Structure
Al-Haddad, S., & Kotnour, T. (2015). Integrating the organizational change literature: A model for successful change. Journal of Organizational Change Management, 28(2), 234–262.
Robbins, V. D. (2014). Problem-solving for pros. EMS World, 43(6), 25–27.
Taplin, S. H., Foster, M. K., & Shortell, S. M. (2013). Organizational leadership for building effective health care teams. Annals of Family Medicine, 11(3), 279–281.