Scheduling

Vailgang · Dec 15, 2002

Kris,

I guess I need to air all of my office's dirty laundry, and here it goes:

This particular girl started in September so yes she is new to our office, she did work in a chiropractor's office for two years prior. I gave her as much training as I could possibly give. She is good just very slow and doesn't seem to care if she messes up and when she does she will never admit it. I have caught her in several lies. She didn't realize that I could track many things that she does and when she found out it shocked her.

She has called in several times and is often late. I spoke with her and told her that when she is gone, 1/3 of our staff is gone and it makes it very difficult for the office. She said "I will be here unless I am 6 feet under." I thought it was very rude and sarcastic of her to say that." She still comes in late.

Then she wasn't completing her work. Friday afternoons in our office are not mandatory, but you have to complete your work before you leave. Well, she was leaving anyway. So I made Friday afternoons mandatory to give her time to complete her work. I usually stay until about 2 or 3 but since I am the office manager, I told them I didn't have to stay but could be reached by pager.

Then she started making mistakes in the schedule and the doctors started getting mad. I could over look a few but it was too many. So one day(Monday), when she had messed up on the third person I made her tell the doctor that she had messed up again. She did and he didn't say anything. He said, that isn't my job it is yours. So I yelled at her. Not in a loud voice but very stern and said that she couldn't make mistakes in the schedule and that it just couldn't happen all the time. She said she quit.

This is where the saga begins.....She only quit for about 5 minutes. She then called personal and the people who are in charge of the clinic. They told her not to quit and to come the next day. She was sick that week and came in noon on one day. Then on Thursday she messed up on the schedule, this was on the other doctors schedule. I told her that it was important that she not continue to make mistakes in the schedule. She then went to the people who are in charge of the clinic......She made me so mad.

Anyway, she tried to get me in trouble. They would not return my phone calls so I went to their office on Friday....to be chewed out. I was upset. I talked to the doctors and they supported me all the way and told me to document everything that she wasn't not doing right.

Then I just thought I was going to tell her just how I felt and why I did the things that I did. She seemed to understand, wishful thinking. She continues to make mistakes, doesn't care and leaves without completing her work. The other girl came to me and told me that she was finding mistakes and didn't know what to do. The other girl was rather upset that she had went to the clinic director too.

Anyway I am continuing to document everything. I also had them do an audit of the billing because if she is making mistakes in the schedule the doctors wonder what mistakes she is making in the billing.

So as you can see there are just tons of things going on in the office. I have only touched the surface. I am finding out that I don't like being an office manager but the doctors seem to think that I am doing a good job. The trust me and know that I work hard.

If you have any suggestions I would gladly hear them. I hope that I explained it good enough to give you some idea what is going on in my office. It is a mess. My biggest thing is that I don't like to be yelled at for mistakes that I didn't make and when you have someone like this girl who doesn't really care, it is FRUSTRATING.

I have had several conversations with her. I try to tell her that she is doing a good job so she doesn't think that I am always negative. I tell her thank you. I go over and over the schedule and what are good things to do and what are not but it doesn't seem to matter.

Thanks for listening and if you can help me solve this saga I would appreciate it very much. Oh, one thing that is going to help is that the doctors mother is going to start working in the office and we are going to be dual office managers.

I look forward to everyone's input.

2banurse · Dec 15, 2002

I'm frustrated with this and I'm not even experiencing this first hand.

All I can say is that wherever I worked there was always a probationary period of at least 90 days, and I have found that some facilities would extend that if they wanted to try to give the employee another opportunity. It is my guess that she is just at or around 90 days?

I personally would not put up with this anymore. If you are ultimately responsible for this office, you need to calmly and forcefully let personnel know that this is a situation that cannot continue. Also you need to do this with the MDs in your practice. Maybe there is another division that this girl can work in if they want to keep her happy (why? I don't know?), but this is a situation that needs to be attended to now. As you say, it is a small office with just the three of you...that means that more responsibility is placed on all of you and by one person shirking their responsibility, it is unfair to the other two (you and the other girl who works there).

CUT HER LOOSE!

Kris

HISSYTHECAT · Dec 16, 2002

Vaigang. I was hoping things would change the better for you.

It sounds to me like this girl needs to change her ways or you may have to let her go. What does the docs say? Do they keep giving her chances? Would a meeting with them, you, and her help? I know it would scare the death of out of me! If it keeps up, it could cause alot of financial problems.

Since she has not heed any of your warnings, what about a write up? Would that help?

What time does your office open up in the morning. For example, if you open up at 800 til 600 can she have the late shift (she is late anyway) and work til 600 and the other girl could come in at 800 and leave at 530. I hope things change and gets better. Hissy:O)

Vailgang · Dec 17, 2002

I want you all to know I truly appreciate all your comments and help.

She messed up again today. I documented it. I guess I am going to just let her destroy herself.

The thing I don't like about being the office manager is being introuble for things that I don't do. When things are going good in the office and I have good employees I don't mind being the office manager.

The doctors get mad when things are not done right. They never say anything to the person messing up but to me. They are nice about it. They don't want to have a meeting. They don't want to mess with it. That is why they made me the office manager.

I worked in the office with the one doctor for seven months and then became the manager/office nurse. The one doctor and I just seemed to get along and mostly I understand how he prefers things. Then his brother joined us about six months later.

I am sure this girl will hang herself so I am just waiting and documenting everything.

Thanks again,

Jill

Vailgang · Dec 22, 2002

I just have to vent and hope that you all don't mind if I vent to you. Guess you don't have to read it if you don't want to.

This week I got the audit review of my front office worker and it wasn't good. There were many mistakes that were just pure laziness. Then there were financial mistakes that were just overlooked on her part.

Anyway, I have a difficult time with confronting but I did on Friday. I showed her the review and tried to explain why these things were important and instantly she got upset and defensive. I was very polite and tried to explain to her that we need to see what could be done to correct these errors and try to improve. She tried to deny even doing some of them and I told her, here is proof that you did or didn't do this. I explained to her that this was her job and if she didn't think she could do it that maybe she should talk to the clinic supervisor. It ended with her telling me that she just didn't want to talk about it anymore.

*Here were some of the mistakes. She is billing twice for surgeries. When the doctors turn in their surgery billing sometimes they will put on surgeries from the last week and she doesn't check and will bill for them twice. She missed codes on some surgeries. She missed some daily clinic charges. Said that she just missed them. She also didn't add the doctors name correctly and have the patient sign the bill (this says they will pay). Then there was alot of just small mistakes that she didn't want to take the time to do. And then there is the constant being late. Did I tell you that she decided on her own to change her hours? I told her the next time she wanted to change her hours to consult me as I was the office manager. This girl is driving me crazy.

Then I went to lunch. After I returned from the office she left shortly. The other girl told me that they discussed it and she told her that she was wrong to argue with me. I plan to write a memo and explain that we all must be shown our mistakes inorder to improve and to look at ways to have the office run more efficently.

I have been making documentation of everything and giving it all to the the doctors so they can see what is happening and what I am doing. I just can't believe this girl is acting this way. I would never have the nerve to argue with a supervisor like she is. She never shows that she cares and that she even wants to try.

The good note is that I found out that she never got a christmas bonus but I DID!!! The little girl in me wants to rub it in her face and tell her how much it was but I won't because that would be getting down to her level.

I am going to continue to document everything and let her hang herself. This is the part of management that I hate. I wish that I could have someone to help me with situations like this. The hospital just doesn't seem to help me at all and that is very frustrating. The doctors are too busy but are supportive when I make decisions. They know that I will make sure that everything gets done and that I watch everything closely.

Again, any suggestions let me know. Also remember I do love my job and the doctors that I work for.

Jill

:confused:

HISSYTHECAT · Dec 24, 2002

Vailgang. I am sorry once again. This girl just don't seem to care. It seems like a nice office to work for. If I was you, and after you have talked to her, I would have to let her go. It can cause you alot of problems down the road later on if things are not corrected now. I know it is around the holidays, but she does not seem to take the hint to shape up. I don't mean to be mean, but I do not think I could work with a girl like this cause I would probably would have already told her some things. I don't want it to come back on you and whomever saying that you could not handle her and they let you go also. The only thing I know, is to follow your heart and things will go right. Hissy )

2banurse · Dec 26, 2002

originally posted by vailgang
i just have to vent and hope that you all don't mind if i vent to you. guess you don't have to read it if you don't want to.

jill, that's what this this board is for, isn't it?

it ended with her telling me that she just didn't want to talk about it anymore.

excuse me? she doesn't want to talk about it anymore?

did i tell you that she decided on her own to change her hours? i told her the next time she wanted to change her hours to consult me as i was the office manager. this girl is driving me crazy.

no, no, no...you are the supervisor...you set the hours. if she needs different hours, she goes to you and not just as a courtesy"

i have been making documentation of everything and giving it all to the the doctors so they can see what is happening and what i am doing. i just can't believe this girl is acting this way. i would never have the nerve to argue with a supervisor like she is. she never shows that she cares and that she even wants to try.

definitely document, but it think that time has come to cut her loose. you have the support of your mds. i'm sure that they have enough to do, and that's why you are there...to take care of the administrative cr&%&p, i'm sure that they trust your judgment

the good note is that i found out that she never got a christmas bonus but i did!!! the little girl in me wants to rub it in her face and tell her how much it was but i won't because that would be getting down to her level.

i am going to continue to document everything and let her hang herself. this is the part of management that i hate. i wish that i could have someone to help me with situations like this. the hospital just doesn't seem to help me at all and that is very frustrating. the doctors are too busy but are supportive when i make decisions. they know that i will make sure that everything gets done and that i watch everything closely.

the problem with this is that though she may hang herself, you don't want her to create more problems for you.

again, any suggestions let me know. also remember i do love my job and the doctors that i work for.

jill

just a couple of thoughts! we're here for you!

kris

Vailgang · Feb 1, 2003

I thought that I would update everyone with my office problem. I am no longer the office manager. No, I didn't get fired. The doctor's mom came and she took the position because I didn't want it. As you can see I never got support from the hospital and was miserable. I didn't have to take a cut in pay, the doctors stuck up for me on that one. The sad part is that the girl still works in the office. I am silently making copies of all her mistakes, just incase anyone wants them sometime. And the worst part is that I have built up this hatred for this girl and so I don't like my job as much. I have decided that she can't go from being a lousy employee to a good employee so I will just give it time and soon the new manager will see how bad she is. She has missed 3 and half days since the new manager started a few weeks ago. So that is my update. I hope soon that I will be able to tell you that she has been fired. Thank you all for listening during my period of frustration.

Jill