Performance Assessment - Front Office updated 6-15-23.xlsx

	A	B	C	D	E	H	I	J	K
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2	Team Member Performance Assessment
3	Patient Coordinator
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5	Team Member Name:						Date of Hire:
6	Date of review:
7	Date of last review:
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9	Performance Rating	Explanation							Points Earned
10	Exceeds Expectations	This rating indicates that you consistently exceed in your job performance. You go above & beyond the basic expectations in a given area.							3
11	Meets Expectations	This rating indicates that you perform your job task at the basic level that is expected of you. You understand your job requirements & you meet all aspects of it with minimal supervision.							2
12	Additional Development Needed	This rating indicates that you are not completely performing your job tasks at an acceptable level. This may be due to your actual time in the position, whereby more training is indicated, or it may be due to a greater commitment level needed on your part to develop within a particular job area.							1
13	Below Expectations	This rating indicates that you require ongoing supervision in the performance of your duties. You fail to meet the basic job expectations, despite having been provided adequate training & feedback.							0
14	Weight Factor	Not all things are created equal. While it is important to master all aspects of your job position, there are certain aspects of your position on the team which are more critical to mastering & implementing than others. Each job characteristic &/or task has been given a weight factor, from 1-3, reflecting its importance in the overall evaluation of your contributions to the team. Your points earned in each category will be multiplied by each weight factor to help determine your overall Performance Rating.							1-3
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16		Below Expectations	Additional Development Needed	Meets Expectations	Exceeds Expectations	Comments
17	PERSONAL CHARACTERISTIC / JOB TASK	0	1	2	3
18	Dependability & Flexibility - The team can depend on you to be where you need to be; your personal days are well planned for; you seek to provide coverage for your position so as not to burden the rest of your team; you arrive to work on time & take allotted & necessary breaks; you recognize when you are needed the most & you make accommodations; you are able to accommodate & accept office & patient scheduling changes with ease. You only take allotted time off per handbook.
19	Professional Appearance – You arrive ready for work and are professional in your dress at all times; your hair is clean & always put back; your nails are neatly manicured & professional in length; your make-up is applied with good taste & appropriate; your jewelry is not excessive & is consistent with the guidelines provided in the team member handbook.
20	Productivity & Quality of Work – You accomplish your work assignments in a timely manner; you complete your job tasks with accuracy & dependability; you pay attention to detail & have a strong sense of quality & how to achieve it in everything that you do; you are committed to & take pride in providing an excellent final product; you seek out ways to improve what you do as well as expanding your own capabilities when time permits.
21	Organization & Neatness – Your work area is organized & neat at all times; your space is free of clutter; you are considerate of & respect your team member’s space as well as community office space; you respond to all emails before leaving; Daily Notes on the schedule are taken care daily.
22	Ownership & Commitment – You take ownership in your position; you are accountable first to yourself & then to the rest of your team; you take responsibility for what is yours & you are not defensive when short comings are pointed out to you; you take responsibility for your mistakes; you seek ways to improve & excel in your area; you demonstrate a desire for team success; you are willing to sacrifice personal desires for overall needs; you make a positive, recognizable contribution to the office.
23	Promoter of Teamwork – You are a source of encouragement & appreciation to your team members; you are willing to pitch in no matter what the task to get the job done; you display good listening skills; you show sensitivity & empathy to the needs of others; you display integrity in your commitments; the team can depend on you to follow through with what you say you will do; you do not participate in gossip at any level; you speak honesty & truth at all times; you display confidentiality at all times.
24	Proactive & Resourceful – You are proactive in doing what most needs to be done without being asked; you feel empowered when necessary & you can make decisions that are best for the patients & for the office overall; you use good judgment at all times; you can discern what is important & what is not; you appropriately gather all facts before making a decision; you are resourceful & able to identify & resolve problems that are presented to you with realistic solutions; you know how much you can handle & you ask for help when necessary; you offer solutions when presenting problems that need solving.
25	Independent - You are able to work independently; you are self-motivated & do not need someone to tell you what needs to be done; you can evaluate a situation & jump in without being asked; you can re-establish priorities using your own judgment & an understanding of what is best for the patients & the group as a whole; your time does not need to be "managed".
26	Personal Demeanor & Attitude - You have a positive attitude when at work; you smile often; you look to the positive side of things & you encourage others to do the same; you leave personal issues out of the office; when you are not 100%, you own your situation & you communicate your needs to your team members; you do not participate in negative talk that goes on between other team members; you take opportunities to turn negative situations into positive ones; you embrace change & recognize that it is a means to growth & improvement.
27	Team Meetings – You participate enthusiastically in both morning & monthly team meetings; you provide open & honest communication; you communicate your thoughts clearly & professionally & always with respect to others in the group; you arrive on time & you are prepared to participate.
28	Patient Relations - Patients are always greeted & tended to with enthusiasm & warmth; you offer patient amenities consistently to all patients; you always make patients feel special regardless; patients never feel rushed in your care; you never put working projects in front of patients; you have a keen understanding of customer service & you go above & beyond to service customers at all times.
29	Answering The Phone – You are professional, friendly & always courteous with every phone call; you follow the New Patient Information Sheet as outlined when taking new patient calls; you never ask a patient to hold without finding out who they are & what they need; the phone is never an interruption to your day & is viewed as the ultimate means to the success of our business.
30	Computer Usage – You have mastered all software programs necessary to perform your job; you utilize all aspects of the dental software for maximum efficiencies; when you do not understand how or why something works, you ask questions; you utilize the office computer for work purposes only. You secure your computer when you are not using it. You make sure all computers - except for the server - are shutdown before leaving each day.
31	Referrals & Reviews - You ask patients to refer their family & friends; you ask patients to give us an online review; you respond to any inquiries or negative reviews.
32	Overall Understanding of All Dental Procedures - You have a good understanding of all dental procedures; you can explain the basic processes of all procedures to patients with confidence & credibility; you can answer patient questions regarding pre- & post operative expectations based on your knowledge of the procedures; you recognize your limits & know when you must refer questions to the clinical team.
33	Policies/Time Management – You have a good understanding of the employee manual and stick to policies. You are aware of what your daily tasks are and strive to complete them before the end of your shift.
34	Appointment Lists – You are current on contacting all patients that are due for continuing care, and you reach out to patients that have not been seen for a hygiene appointment. Your broken appointment list is kept current by making sure there are not any appointment on there that is more than 2 weeks old. You document all correspondence in the patient Office Journal.
35	Scheduling – You understand productive scheduling & you make appointments accurately for both Dr. and Hygiene schedules; you understand the absolute priority of keeping the hygiene schedule full; you are aware of the various places to go to help you fill the appointment book; you exhaust all efforts daily when working to fill openings; you ask for help when needed.
36	Continuing Care Process – You make all continuing care calls timely & according to the schedule provided; you are creative & proactive in making & pulling up various continuing care reports when necessary to fill the schedule; you understand the importance of keeping the patient count accurate so as to maintain an accurate continuing care efficiency report; you utilize the office journal & record all your contacts made when calling on the continuing care schedule.
37	Insurance Verification – You understand the importance of obtaining insurance benefits accurately & completely; you are able to call insurance companies as well as utilize web sites to obtain the information needed; you process insurance verifications timely & accurately for all new patients as well as other patients who need updated information; you are able to enter insurance information into the computer accurately.
38	Patient Communication - You provide timely communication with the patients as needed (securing appointments, hygiene value calls, etc.) & using the proper verbiage; you follow through with all written communication as needed (deactivation letters, treatment complete letters, new patient welcome letters, etc.) with accuracy & dependability; you utilize e-mail as a means to communicate with patients as frequent as possible; you process return mail weekly & are diligent in following the flow chart in doing so.
39	Next Day Preparation - You are thorough & exact in preparing for the next day; you make sure enough time is alloted for hyg appts; you work effortlessly to fill the hyg sch; you locate all charts & make certain they are scanned; you follow up on notes that are indicated in the various areas where notes are indicated in the computer relative to appointments; you scrutinize for opportunities throughout the day to provide extra services to patients.
40	Patient Information – You verify patient information at time of check in; you make sure that we have correct phone #s and email addresses on file; you follow up with patients that have mail returned so that the correct information is on file.
41	Posting & Check Out Procedures – You post completed treatment accurately & quickly; you always check to make sure that the correct provider has been credited for procedures; you submit insurance immediately after posting; you post patient payments timely & with accuracy using the FIFO guidelines; you are able to collect patient portions at the time of checkout with confidence; you post broken appointments using the correct code (cancel vs. no show vs reschedule), always posting to the correct provider.
42	HIPAA Compliance – You understands & follow HIPAA requirements & recommendations at all times; patient information is always held confidential & caution is made with regards to discussing protected information within the office; you obtain Release of Record Forms before providing patient information to any other service provider; you obtain Release of Record Forms before providing a patient copies of their records.
43	Office Production - Every team member contributes to the office's ability to produce and be profitable by the way they interact with patients and team members, their attention to detail, and their willingness to maintain a win/win mentality. If the office is more profitable, it can afford to pay team members more. Monthly Net Production (Production - Adjustments) Goal vs Actual. Office must be at goal to score a 2 and above goal to score a 3.					Goal $________ Current YTD $_______ Previous Year $_________
44	Office Collections - Collections is an intregal part of any business. All team members contribute to how much the office collects in different ways. The assistant contributes by ensuring that clinical notes are complete & accurate, handoffs are done every time, and that patient balances are checked at every visit. Monthly Net Collections (Collections - Refunds & NSFs) Goal vs Actual. Office must be at goal to score a 2 and above goal to score a 3.					Goal $________ Current YTD $_______ Previous Year $_________
46	AVERAGE PERFORMANCE RATING	0.00
47	0 - 0.99	Below Expectations				1.76 - 2.5		Meets Expectations
48	1.0 - 1.75	Add'l Development Needed				2.6 - 3.0		Exceeds Expectations
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50	Pay increases are based upon the following:
51	The Practice's ability to support the increase. This is determined by analyzing the current labor percentages in the practice & overall practice profitability.
52	Individual job performance & overall contributions to the team. This is determined by the results of the team member's performance assessment.
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55	Pay Raise Indicated?
56	Increase %:				From:		To:	$ -
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58	PLAN OF ACTION FOR PERFORMANCE IMPROVEMENT
59	Below is an Action Plan provided for you to improve in all areas that currently do not Meet Expectations of your job position. Failure to show a commitment to improvement may prompt a more serious discussion of your desire to keep your current position.
60	Follow Up Meeting scheduled for:
61	Action Plan for Improvement on any area scored less than 2:
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64	Dr. and/or Manager Comments:
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67	Employee Comments:
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70	Employee's Signature:	____________________________________
71	Dr. and/or Manager's Signature:	____________________________________
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