By Katie Nunn, MBA, CMPE
Physicians and APCs get extremely attached to their medical assistants (MAs) because they know that their day in the clinic can be controlled to a great extent by their MA. A good medical assistant can make the day flow smoothly, even when faced with unexpected events. A “bad MA” can make the day a disaster. However, what is the difference between a good medical assistant and a bad one, and what can you do to create a good one?
It all really comes down to communication. It seems self-explanatory, but I can’t emphasize how many times I have had a provider complain to me about something their MA is doing wrong. I often also find that they have not given the MA any feedback on that issue.
Successful communication with your medical assistant:
Set Expectations: Tell your medical assistant what you expect them to do. Every provider is different, and your MA will have a much better chance of hitting the target if you tell them where to aim. For example: If you want to have a busy clinic, tell them that you want them to fill any holes in your schedule if they can. - Likes and Dislikes: Tell your MA when they do something you like or dislike. They are not mind readers, but they do want to please you, so tell them what pleases you. For example, something you like: “I like it when you have my first patient ready to go before I even get back from lunch. That is awesome!” When you have something that you dislike, let them know that too: “I would prefer if you send me a patient note in the EMR rather than put a sticky note on my desk.”
- Be Professional: No one likes to be yelled or fussed at, especially in public. If there is negative feedback to give to your MA do it in a constructive way rather than an emotionally charged manner. For example: “Susan, you missed the medication reconciliation on three of the patients today. I want to stress how important that is to our patient care. Can you please make sure you do that on each patient? You might want to have a checklist in each exam room of all the things you need to include in your intake process to help.”
- Lead by Example: It is unreasonable to expect any member of your staff to do things that you are not willing to do. If you want your MA to be on time to work, then you need to be at work on time. If you want your MA to return patient calls in a timely manner, then you do the same.
- Teach: Take time to teach your medical assistant about the work you do. Teach them what medications you use and why. What tests you order and why. When you have a sensitive result or are particularly concerned about a patient, explain it to your MA so they understand your concerns. Knowledge should be like a river and flow, not a reservoir. Obviously, your MA will never be the expert when it comes to medicine, but the more they know, the more valuable they will be to you and the more they will feel valued.
- Trust but Verify: Trust your MA to do things correctly, but do not trust blindly. Double-check their work from time to time to make sure things are happening the way you want them to and give them praise and feedback once you verify.
Set Expectations: Building a Working Relationship with your Medical Assistant
Follow these simple suggestions for a month with your medical assistant and see what you notice. Small adjustments in the way you communicate can foster a beautiful working relationship and make your days in the clinic much more enjoyable. Micromanaging or managing through fear will get people to work hard enough to not get fired. Creating an excellent working relationship with positive reinforcement of behaviors will lead to an MA that never wants to leave.
Remember, you don’t have to do it all, so let’s connect!