don't worry about paying, he will say that he is going to do
two fillings, as financial coordinator I tell the patient how much
it will be at the next visit then he goes and does 6 fillings. Now
it is up to me, the financial coordinator, to get the money before
they leave. I become the sounding board for them as they get mad
at me. Then, they do not pay all of it because they did not plan
for the extra work and now my A/R is a mess and the doctor asks
why? I know this is his office, but I am very experienced with this
and I just want what is best for the patient and the Doctor. What
can I do about these situations? It is making me crazzzzzzzy.
Thank You! Cheryl
It is wonderful that you like and respect your dentist. Just as
he takes pride in his work, you take pride in your performance and
success. There should not be any compromise in your desire to do
good work. Right?
sense of frustration stems from feeling prevented from performing
up to your own standards of excellence. This makes sense.
characterization of your dentist as “wishy-washy” might
also be your perception of your dentist's desire to accommodate
the people who pay his and your salary. Being “wishy-washy”
is not unreasonable if you remember that this is America and business
is about competing for customers.
fact that he changes the treatment plan for the day without consulting
with you is a problem. The fact that he insists on balances paid
before more treatment and then changes his mind is a problem. However,
he is certainly free to make treatment and business decisions as
he sees fit. Therefore, I believe there is another problem at work.
Financial Coordinator, you take great pride in your position and
responsibility. When his behavior throws off the A/R for the day,
your performance standards of accuracy and precision are violated
and you find these changes annoying.
real problem arises when you believe that he believes
that the A/R should be correct for the work done. I think this is
an erroneous assumption and the partial source of your frustration.
you must try to get as much money as possible, and yes, asking for
more money than expected is difficult on the patient and the financial
coordinator. And Yes, when people become irritated and angry it
is uncomfortable for you. And yes, this is the dentist’s office
and he can do whatever he likes, and yes, the A/R is no longer correct
and must be adjusted... But NO, there is no problem when the dentist
is a perfectly good explanation for all discrepancies in the A/R
and the dentist is simply told what they are....
changed this... You said that... You decided on this... You OK'd
of relying on the perfect balance sheet or A/R as a mark of your
excellence, perhaps it is better to accept that your responsibility
for a job well done ends with his decisions.
is more reasonable to see your job as keeping track of everything
financial rather than having to make everything balance TODAY.
your value is measured by the accounting system, then you will always
have a problem with a gentle and accommodating dentist. However,
would you really rather work for an authoritative dictator who only
cares about perfect order.
A/R is not a mess. First of all, it is his A/R. Secondly, he values
the job you do, and therefore, you can answer him with an explanation
for all changes and discrepancies he initiated.
It is your reluctance to confront him with the consequences of his
decisions that is the heart of the issue. What is best for the doctor
and the patient is that you express yourself freely and keep everything
well ordered so that everyone’s interests are maintained.
Yes, I agree this makes more work for you; however, I also believe
that you will feel better about your position as coordinator and
the A/R situation if you feel free to tell him the truth without
any fear and the “crazzzzy” will disappear.
Want your issues answered? Ask the firstname.lastname@example.org.
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