Dynamic Chiropractic - September 12, 1995, Volume 13, Issue 19|
A Round Peg in a Square Hole
DeAna Warren, a trainer/motivator with more than 23 years
experience in research, development and training in chiropractic
I recently received a call from a distraught, very frustrated
doctor about an employee: He gave this report:
"She isn't doing her job. She places the patient on therapy but
never talks to them. She never asks the patient:
She never volunteers to assist the patient:
- Are you comfortable?
- Are you exercising every day?
- How is your lower back?
She never encourages the patient:
- Take my arm and let me assist you off the table.
* Let me help you up the steps.
* Hold on, stand up slowly, lean on me. You're doing great.
She never asks for referrals:
- We are so proud of your progress.
- You are doing so much better.
- You have come a long way.
Upon investigation and psychological testing, we discovered that
this employee was not a "people person." She had a very credible
background in bookkeeping and computer technology. Her greatest
strength was in numbers, statistics, and analyzing the percentages
of patient visits and income in all areas of insurance, major
medical, workers compensation, personal injury and cash. She was
persistent and professional in:
- You've had such great results with chiropractic. Who do you
know that has headaches, sinus problems, low back pain, or
This employee was analytical and skilled in the detail of numbers,
statistics and analysis. She was very uncomfortable and did not
care for the nurturing, touching aspect of working with sick
- chasing down late payments from patients;
- calling attorneys and insurance companies and asking in a nice
but firm manner, "Where is our money?";
- sending out delinquent account notices, inquiries, and tracers
to insurance companies and attorneys.
My recommendation to the doctor was to give this employee the tools
needed to do the job for which she is best trained and suited:
insurance verification, billing, and collections. Give her
a private office with a door, a computer, desk, files, filing
cabinet, calculator, phone and a comfortable chair. Let this
employee do her job undisturbed.
We also suggested that the employee keep a daily insurance log of
tasks and duties accomplished; that the doctor regularly review the
accomplishments and the jobs she has done well. Give praise!
Congratulations, doctor, you have just placed a very valuable
employee in the correct job position (round peg in a round
hole). You will begin to see an increase in collections and great
As a therapist, I suggest a warm, caring, people-oriented employee
with a rock solid, steadfast understanding of chiropractic and a
firm belief in the philosophy and the need for continued care:
someone that will encourage the "down" patient and celebrate with
the "up" patient as they progress from sickness into wellness;
someone that will praise and encourage the patient for:
And celebrate their victories:
- following the doctor's orders;
- doing their exercises;
- keeping their appointments;
- attending health care workshops;
- patient orientation.
Also, ask for referrals, tell twin stories about other success with
chiropractic, and using outlined dialogue, tell about doctor's
great results with certain conditions.
- You're looking great.
- You're walking better.
* Isn't it wonderful that you can play golf again, work in the
garden, dance, go fishing, etc.
With careful screening and testing, you can fit the right employee
in the right position, allowing all of your valued, quality
employees to grow with the practice rather than becoming a misfit.
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