The Quarterback Plan

Managing any type of office is a challenge – add patients and insurance companies to the mix, and the feat is even more difficult. When working in this type of environment, the little tasks are often pushed aside or forgotten. Unfortunately, these are the tasks that ultimately run your business: the filing, the follow-up phone calls, the cleaning, the small projects to market your practice, your employees’ well-being. The cumulative result of accomplishing all of these tasks is an organized, successful, happy practice.

I once worked in an environment where I had to deal with insurance companies and customers, while at the same time manage a team of seven people. When I first started it was overwhelming. How was I supposed to help customers and handle the phones when I had all sorts of office work that had to be done? Then, I learned the concept of the “Quarterback Plan.”

The Quarterback Plan is simply a team to-do list. Each morning the quarterback of the day, typically the office manager, makes a list of everything that has to be done that day. Then each task on the list is delegated to the team. This can be done in one of two ways:

After the tasks are delegated, hang the plan on the wall in the office. It will be a visual reminder for everyone of the responsibilities of the day. Also, encourage your employees to mark off the completed tasks. Not only does this give a sense of accomplishment but it also allows you to see progress at a glance. If you don’t see any tasks completed by lunchtime, make sure to follow up!                                                                         
                                                                              -Mary Kuhn
                                                                               Product Team Specialist                      

How does your practice balance helping patients and managing  the day-to-day tasks?