Guide to the Different Roles in a Plastic Surgery Clinic and the Tasks They Perform
Different plastic surgery practices divide tasks amongst their team members in different ways based on their strengths, qualifications and skills.
In a small practice, there is often multitasking which is useful in a backup situation but can be inefficient if relied on regularly.
Every practice is at a different stage of maturity and development and copes with a different volume of patients.
Mature practices tend to have better systems and highly experienced staff who are more efficient at getting things done.
Some surgeons delegate responsibilities & tasks while other surgeons micromanage tasks and want to do many things themselves. If you want to be more successful and grow – you’ll need to practice delegating tasks and holding people accountable.
Here is a guide to the roles and tasks in a typical Plastic Surgery practice.
MEDICAL RECEPTIONIST / FRONT DESK
- Handle Phones / Emails
- Answer Patient Questions
- Greeting Patients on Arrival
- Front Desk Activities
- Appointments
- SMS Reminders
- Collect $ pre-pays / deposits
- Medical Referrals
- Housekeeping / Tidying up
- Cleaning – Empty Bins / Dishes
- Product Sales
- Clerical Support
- Filing and Scanning
- Stationery & Supplies ordering
- Send patient Surveys
- Post and parcels
- Update Docs and Spreadsheets
- Special Admin Jobs (like Audit)
- Social media content?
- Upload Photos ?
PATIENT COORDINATOR ROLE
- Manage Surgeon Diary for Utilisation and effective $ Yield
- Handle Inbound Enquiries
- Patient Consultations (Conversion)
- Patient Follow-ups
- Patient Cancellations / postponements
- Patient Quotes and pricing
- Business Development Tasks
- Ask for Referrals from patients
- Collate Sales Stats
- Fill up Surgeon Lists and Consult Days
- EA/PA for Surgeon?
- May Take Patient Photos?
MEDICAL ADMINISTRATOR / MEDICAL SECRETARY / SURGERY COORDINATOR
- Manage Hospital lists
- Organise theatre team – asst, Anaes
- Collect Patient Consents
- Ensure patients are ready for surgery
- Medical tests and results for patients
- Implant ordering
- Stock Control
- Preop and Post op documents & FAQs
- Sales Reps (new products)
CLINIC MANAGER / PRACTICE MANAGER
- Oversee Practice Calendar / Diary
- Rostering & Wage control
- Secure Medical records / compliance
- Develop better Systems and Processes
- Manage Expenses and reduce costs
- Compliance – OHS, WHS, Medical. Medicare, BDD, AHPRA and Referrals
- Achieve Practice Goals and Targets
- Oversee Incentive program / rewards
- Hospital relationships / negotiations
- Monitor Sales results & pipeline
- Financial planning and budgets
- Policies and Procedures
- Manage Risks and prevent Disasters
- Oversee Billings and collections
- Collect any outstanding monies
- Ensure Patient Surveying
- Tech – Computers and Software
- Cybersecurity & Practice security
- Handle Patient Complaints
- Patient Litigation and Issues
- Building Maintenance and repairs
- Capital Equipment & Servicing
- Waste Disposal
- Pricing Changes
- Oversee Non Surgical offer / medispa
- Surgery Safety Standards / Accred.
- Leadership & Coaching team
- Teambuilding & Engagement
- HR Issues – Contracts, Compliance
- Recruit, Induct, Training Staff
- SPECIAL PROJECTS – “one offs”
PRACTICE NURSE
- Pre-op and Post op patient Comms
- Wound Management
- In theatre with surgeon
- Patient rounds
- Scar Treatments
- Sterilising and Cleaning
- Injectables?
BOOKKEEPER
- Accounts – inbound / outbound
- Manage Debtors and Creditors
- Patient Billing & Collections
- DVA / TAC / health Fund Billing
- Pay Staff Wages
- Track Staff Entitlements
- Prepare BAS ?Collate receipts and invoices
- Answer Accountant Questions
- Run Financial reports
IN CLINIC MARKETER
- Advertising Compliance – AHPRA
- Manage Patient B & A Photos
- Social media content / posting
- Video making and editing
- GP Referrer Visits
- Run Practice Events
- Annual Marketing Calendar
- Internal Marketing Campaigns
- Medispa Sales
- Product sales campaigns
- PR & Publicity
SURGEON
- Lead the Practice
- Be a great spouse and parent
- Stay fit and healthy
- Communicate the Practice Vision
- LIVE the practice Values
- Perform quality Surgery in theatre
- Consult with Patients – Consultations
- Post-ops and Patient results reviews
- Manage Complications
- CPD – Learn & Develop Skills
- Audits & Peer Discussions
- Train staff and practitioners
- Ask Patients for Referrals & Reviews
- Brand Marketing Activities (Videos)
- Do research and create content
- Special Projects
- Help the Public Hospital System?
- Take Patient Photos?
GENERAL TASKS TO BE ALLOCATED / SHARED AMONGST THE TEAM
- Participate in Social media content
- Medical Letter Transcription / Sending
- Handle After Hours Phone (Patients)
- Handle After Hours Enquiries / Leads
- Local Area Marketing & Visits
- Organise Travel & Events
- Surgeon CPD
- Surgeon Medicolegal
- Xmas Cards & Gifts to referrers
- Cover Surgeon when away/Unavail
- Develop and document Processes
LIST OF PRACTICE TASKS – Tasks related to running a practice smoothly
- Monitoring phones and emails during business hours (not just during clinic hours) and taking action when required (ex. Responding to patient and referrer enquiries)
- Booking patients in for clinics and theatre
- Booking anaesthetists and surgical assistants when required
- Managing the practice calendar
- Supporting doctors with marketing and practice development activities, including digital marketing, branding, print collateral and GP/ referral base building
- Monitoring referrer activity and providing recommendations
- Handling patient payments (including out of pocket) and Medicare rebates
- Issuing informed financial consent forms, prepare quotes and other information required for patients.
- Sending patient post-op surveys.
- Collecting pre-payments/pre-authorisation from patients
- Billing to Medicare, DVA, and private health funds
- Following up outstanding billing and resolving claim issues
- Sending reminders for outstanding patient accounts
- Circulating information and updates relating to billing, health funds and other matters important to doctors
- Preparing letters for referrers and patients
- Providing secure and confidential management of patient’s medical records
- Recruitment, training, and supervision of administrative staff
- Organising rosters for administrative staff to ensure continuity of support for your practice
- Generating financial reports: monthly, quarterly and annual, which you can send to your accountant for tax preparation
