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Case History Examples
Dental & Medical
Your privacy is paramount. This is just an example. We follow strict HIPAA and OSHA guidelines. No one ever has to know you used Undercover Consults, not even your employees.
Owner states,”I’m tired of paying for temp assistants, I want a good full time employee.”
General Dental Practice
Chief Complaint: Turnover
Specs
This is an 8 person office with 1 Dentist, 3 Dental Assistants, 2 Front desk persons, and 2 RDHs.
Engagement
2 weeks “Undercover” acting as a dental assistant temporary for hire in a general dental office to see reason for turnover.
Observations
- Lead DAII not following direct instruction from the doctor.
- Lead DAII unreceptive to questions on training or software.
- Infection Control and Sterilization violations were done by both the lead assistant and 2nd assistant.
- OSHA violations were done by lead assistant.
- Lead DAII was disrespectful to a team member in front of several patients and staff.
- Lead DAII unprofessionally "corrected" DA Temp several times in front of patients even though no training was given.
- Lack of communication between all staff.
Viable Solutions
- Terminate lead dental assistant and promote from within.
- Designate one full work week of one-on-one training with appropriate assistant for all new hires.
- Possible leadership training one-on-one for all lead positions in office.
- Recommend mandatory training in OSHA, Infection Control, and Sterilization immediately for all clinical staff.
- Written instruction on how to use software.
- Clear labeling of operatories, clinical and sterilization instrument packages.
Your privacy is paramount. This is just an example. We follow strict HIPAA and OSHA guidelines. No one ever has to know you used UC.
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Owner states,”My collections have never been this low!”
Internal Medicine Practice
Chief Complaint: Dip in Collections
Specs:
This is a 5 person office with 1 Doctor, 1 RN, 1 Assistant, 1 Office Manager/RN, and 1 Insurance/Front Desk Admin.
Engagement
2 weeks “Undercover” acting as an Insurance/Front Desk Admin Temp for hire in an Internal Medicine practice
Observations
- Underutilized insurance codes
- Increased overhead due to staff misusing products or carelessness
- Double paying several redundant companies in accounts payable
- Not utilizing computer software to collect on A/R
- Not collecting for services rendered same day
- OM stays in her office all day not helping to answer phones, verify insurance, or check patients in or out
- No organization or communication from back office to front office hand offs
- Lack of communication with patients regarding co-pays before appointment
- Lack of communication between all staff
Viable Solutions
- Redefining job descriptions and training for the front desk and office manager roles to create optimum collections including but not limited to: insurance, utilizing software, treatment plan coordinating, and A/R revision
- Recommend hiring another front desk person to fulfill the roles of Collections in general
or
2a. Recommend redefining OM duties to include either all insurance responsibilities with help answering phones, or Collections in general
3. Suggest A/R and A/P audit
4. Re-training back office staff of proper handling and usage of certain materials
5. All Team Meeting redefining proper job descriptions and helping to better communication with staff