Roles & Tasks for a Plastic Surgery Practice

David Staughton B.Sc.(Hons) CSP CCEO Practice Consultant

Guide to the Different Roles in a Plastic Surgery Clinic and the Tasks They Perform

Different plastic surgery practices divide tasks amongst their team members in different ways based on their strengths, qualifications and skills.

In a small practice, there is often multitasking which is useful in a backup situation but can be inefficient if relied on regularly.

Every practice is at a different stage of maturity and development and copes with a different volume of patients.

Mature practices tend to have better systems and highly experienced staff who are more efficient at getting things done.

Some surgeons delegate responsibilities & tasks while other surgeons micromanage tasks and want to do many things themselves. If you want to be more successful and grow – you’ll need to practice delegating tasks and holding people accountable.

Here is a guide to the roles and tasks in a typical Plastic Surgery practice.

 

 MEDICAL RECEPTIONIST / FRONT DESK

  • Handle Phones / Emails
  • Answer Patient Questions
  • Greeting Patients on Arrival
  • Front Desk Activities
  • Appointments
  • SMS Reminders
  • Collect $ pre-pays / deposits
  • Medical Referrals
  • Housekeeping / Tidying up
  • Cleaning – Empty Bins / Dishes
  • Product Sales
  • Clerical Support
  • Filing and Scanning
  • Stationery & Supplies ordering
  • Send patient Surveys
  • Post and parcels
  • Update Docs and Spreadsheets
  • Special Admin Jobs (like Audit)
  • Social media content?
  • Upload Photos ?

  

PATIENT COORDINATOR ROLE

  • Manage Surgeon Diary for Utilisation and effective $ Yield
  • Handle Inbound Enquiries
  • Patient Consultations (Conversion)
  • Patient Follow-ups
  • Patient Cancellations / postponements
  • Patient Quotes and pricing
  • Business Development Tasks
  • Ask for Referrals from patients
  • Collate Sales Stats
  • Fill up Surgeon Lists and Consult Days
  • EA/PA for Surgeon?
  • May Take Patient Photos?

 

MEDICAL ADMINISTRATOR / MEDICAL SECRETARY / SURGERY COORDINATOR

  • Manage Hospital lists
  • Organise theatre team – asst, Anaes
  • Collect Patient Consents
  • Ensure patients are ready for surgery
  • Medical tests and results for patients
  • Implant ordering
  • Stock Control
  • Preop and Post op documents & FAQs
  • Sales Reps (new products)

 

CLINIC MANAGER / PRACTICE MANAGER

  • Oversee Practice Calendar / Diary
  • Rostering & Wage control
  • Secure Medical records / compliance
  • Develop better Systems and Processes
  • Manage Expenses and reduce costs
  • Compliance – OHS, WHS, Medical. Medicare, BDD, AHPRA and Referrals
  • Achieve Practice Goals and Targets
  • Oversee Incentive program / rewards
  • Hospital relationships / negotiations
  • Monitor Sales results & pipeline
  • Financial planning and budgets
  • Policies and Procedures
  • Manage Risks and prevent Disasters
  • Oversee Billings and collections
  • Collect any outstanding monies
  • Ensure Patient Surveying
  • Tech – Computers and Software
  • Cybersecurity & Practice security
  • Handle Patient Complaints
  • Patient Litigation and Issues
  • Building Maintenance and repairs
  • Capital Equipment & Servicing
  • Waste Disposal
  • Pricing Changes
  • Oversee Non Surgical offer / medispa
  • Surgery Safety Standards / Accred.
  • Leadership & Coaching team
  • Teambuilding & Engagement
  • HR Issues – Contracts, Compliance
  • Recruit, Induct, Training Staff
  • SPECIAL PROJECTS – “one offs”

 

PRACTICE NURSE

  • Pre-op and Post op patient Comms
  • Wound Management
  • In theatre with surgeon
  • Patient rounds
  • Scar Treatments
  • Sterilising and Cleaning
  • Injectables?

BOOKKEEPER

  • Accounts – inbound / outbound
  • Manage Debtors and Creditors
  • Patient Billing & Collections
  • DVA / TAC / health Fund Billing
  • Pay Staff Wages
  • Track Staff Entitlements
  • Prepare BAS ?Collate receipts and invoices
  • Answer Accountant Questions
  • Run Financial reports

IN CLINIC MARKETER

  • Advertising Compliance – AHPRA
  • Manage Patient B & A Photos
  • Social media content / posting
  • Video making and editing
  • GP Referrer Visits
  • Run Practice Events
  • Annual Marketing Calendar
  • Internal Marketing Campaigns
  • Medispa Sales
  • Product sales campaigns
  • PR & Publicity

 

SURGEON

  • Lead the Practice
  • Be a great spouse and parent
  • Stay fit and healthy
  • Communicate the Practice Vision
  • LIVE the practice Values
  • Perform quality Surgery in theatre
  • Consult with Patients – Consultations
  • Post-ops and Patient results reviews
  • Manage Complications
  • CPD – Learn & Develop Skills
  • Audits & Peer Discussions
  • Train staff and practitioners
  • Ask Patients for Referrals & Reviews
  • Brand Marketing Activities (Videos)
  • Do research and create content
  • Special Projects
  • Help the Public Hospital System?
  • Take Patient Photos?

 

GENERAL TASKS TO BE ALLOCATED / SHARED AMONGST THE TEAM

  • Participate in Social media content
  • Medical Letter Transcription / Sending
  • Handle After Hours Phone (Patients)
  • Handle After Hours Enquiries / Leads
  • Local Area Marketing & Visits
  • Organise Travel & Events
  • Surgeon CPD
  • Surgeon Medicolegal
  • Xmas Cards & Gifts to referrers
  • Cover Surgeon when away/Unavail
  • Develop and document Processes

  

LIST OF PRACTICE TASKS –  Tasks related to running a practice smoothly

  • Monitoring phones and emails during business hours (not just during clinic hours) and taking action when required (ex. Responding to patient and referrer enquiries)
  • Booking patients in for clinics and theatre
  • Booking anaesthetists and surgical assistants when required
  • Managing the practice calendar
  • Supporting doctors with marketing and practice development activities, including digital marketing, branding, print collateral and GP/ referral base building
  • Monitoring referrer activity and providing recommendations
  • Handling patient payments (including out of pocket) and Medicare rebates
  • Issuing informed financial consent forms, prepare quotes and other information required for patients.
  • Sending patient post-op surveys.
  • Collecting pre-payments/pre-authorisation from patients
  • Billing to Medicare, DVA, and private health funds
  • Following up outstanding billing and resolving claim issues
  • Sending reminders for outstanding patient accounts
  • Circulating information and updates relating to billing, health funds and other matters important to doctors
  • Preparing letters for referrers and patients
  • Providing secure and confidential management of patient’s medical records
  • Recruitment, training, and supervision of administrative staff
  • Organising rosters for administrative staff to ensure continuity of support for your practice
  • Generating financial reports: monthly, quarterly and annual, which you can send to your accountant for tax preparation

 

Further Reading