Example of medical office policy procedure manual




















Regular full-time staff members will receive holiday pay equivalent to the straight time pay received if the holiday falls on a regular working day. New employees do not receive holiday benefits until they complete the Orientation and Training Period.

To be eligible for holiday pay, the staff member must be at work or on an excused absence the day immediately before the holiday and the day immediately after unless approved by management. Staff members who terminate employment will receive compensation for any earned but unused holidays.

A leave of absence is granted by the employer and is defined as an excused absence without pay. A leave of absence creates inequities since not all staff members can be granted a comparable privilege.

Such leaves are discouraged and restricted to the following types of absence:. Accrued sick leave benefits are to be used before the leave of absence begins.

Serious Illness or Death in the Family: Circumstances of an emergency nature that compel absence from work. Personal Business: Circumstances of an exceptional personal nature not involving employment elsewhere.

Extended Vacation: Any earned and unused vacation time must be taken prior to the beginning of the leave of absence. Vacation time is earned in month increments, and no vacation time is earned for time worked less than 12 full months. If the leave of absence is not subject to government regulation, the doctor does not guarantee that the staff member will be reinstated. Staff members who fail to return to work on the scheduled work day will be presumed to have resigned employment voluntarily.

We comply with federal and state laws regarding reinstatement for employees who must take a leave of absence for military duty, maternity leave or job-related health conditions, or other legislative reinstatement requirements. A maternity leave of absence will be granted for a period of six weeks from the beginning date of the leave. A maternity leave may be combined with a pregnancy disability leave to a maximum of four months.

A request for a maternity leave and pregnancy disability leave must be accompanied by a statement from the physician indicating the reason for the disability and the anticipated date of return to work. An extended leave of absence beyond the four months will be considered a request for a regular leave of absence. Wages and benefits are discontinued during the leave of absence.

Any earned sick leave and unused vacation time must be taken prior to the beginning of the leave of absence. A staff member who accepts employment elsewhere while on maternity leave will be terminated without notice as of the last date of employment.

No seniority is accrued while on an unpaid leave of absence. Benefit eligibility dates and salary review dates are postponed accordingly. Staff members bereaved by the death of a family member will be granted time off from work without loss of pay according to the following provisions:.

When a death occurs in the immediate family, the staff member will be compensated for the wages actually lost from the day of the death, up to and including the day of the funeral, not to exceed a total of two work days.

Immediate family includes father, mother, sister, brother, wife, husband, son, daughter, father-in-law or mother-in-law. We firmly believe educational development is important to the practice. We encourage all staff to take courses or training to increase their competence in the present job assignment and to prepare for future advancement. We will pay the expenses for mutually agreed upon courses. In some cases, the expenses may be shared upon mutual agreement between the doctor and staff.

Some expenses to be considered are:. Staff members receive regular pay for courses attended on normal working days, as agreed upon in advance. Staff members are paid for courses they are required to attend outside their regular work schedule. In the event that the staff member fails to attend a training course, and prepaid fees are lost because of this, the individual will reimburse the employer through payroll deductions.

Technically certified office staff are responsible for maintaining valid licensing by attending the necessary number of continuing education courses required for recertification. Staff members are required to attend such courses during non-scheduled hours and will receive no pay during such attendance.

The employer assumes no responsibility for staff members who become delinquent in the number of units needed for re-certification and who, as a result, lose their license. This insurance is paid by your employer. If you are injured while working, notify the doctor immediately, regardless of how minor the injury may be.

Failure to report an accident can result in a violation of legal requirements and can lead to difficulties in processing benefit and insurance claims. All injuries involving time loss must be reported to the Division of Labor Statistics and Research. Serious injuries, illnesses, or deaths must be reported to the Division of Industrial Safety. Injury reports will be filed by the employer with the insurance carrier within five days after the injury occurs. Check the posted information for the name of the insurance carrier and the expiration date of the present insurance coverage.

On the other hand, when the employee is at fault, such as resigning voluntarily or is being discharged for unprofessional conduct, unemployment eligibility is lost. Our goal is to provide a completely safe workplace. Everyone is responsible for safety. If you see an unsafe or hazardous condition, report it immediately. To avoid injuries, here are some important precautionary measures. If you experience or witness an accident in which an employee, patient, client, or visitor sustains a personal injury, regardless of how serious it is, immediately report the situation to your employer.

Likewise, employees who are exposed to occupational health hazards or suffer a job-connected health injury must report it immediately.

Failure to report an accident can result in a violation of legal requirements and can lead to difficulties in processing insurance and benefit claims. As a healthcare facility in the community, we want to set an example of sound health awareness and conduct.

However, we recognize that the decision to smoke or not to smoke is a personal one. We urge you to go to the polls before or after regular working hours. We think you will agree that neat, clean and tasteful clothing is the best choice for a medical office. Inappropriate appearance and dress, i. Visible tattoos, dyeing of hair in wild colors, etc.

Employees will be sent home without pay to correct any type of appearance that is inappropriate. Small, lightweight jewelry is acceptable. For women, short or shoulder-length hair is preferred. Longer hair must be tied back neatly, so it does not interfere with the performance of duties. Men are to be clean-shaven or wear neatly trimmed mustaches, beards and sideburns. Hair must be clean, well trimmed and well groomed. Nails are to be manicured and of a length that does not interfere with your duties.

For sanitary reasons, nails must be short. You must wear gloves! Clinical staff are required to wear uniforms. You are responsible for laundering and maintaining your uniforms. T-shirts, blue jeans, sandals, open-toed shoes and shorts are unacceptable.

Office staff are required to wear business attire or a uniform as designated above. All employees are required to wear name tags. The law requires us to maintain certain employee records. So we can keep our records updated, please report any of the following changes as they occur:.

In an emergency, an updated file will speed efforts in locating the proper parties to be notified. Your employee records file contains your work and salary history, performance evaluations, job descriptions and miscellaneous data.

To see your file or make copies of its contents with the exception of reference given prior to employment , you will need to give the office a written request. Time spent on solicitation during work hours exclusive of lunch or break period by either the soliciting or solicited employee is prohibited.

Distribution or posting of literature on office property requires special permission. Non-employees are prohibited from trespassing, soliciting or distributing literature on office property. You are responsible for any personal belongings that you bring to the office. Be sure to tell us immediately if you lose an office key.

Do not make duplicate office keys. No outside agency, inspector, visitor, inquirer, salesperson or ex-employee may enter the operatories or office from the reception area without permission. Do not discuss the security system or code with any unauthorized person. Violations will result in immediate dismissal. Park in the designated areas and lock your car. The office is not responsible for damage or theft to automobiles or personal property. The office telephones are intended for business use, so please refrain from making or receiving personal calls.

In the event of an emergency, you will be contacted immediately. Outgoing long distance calls of a personal nature are to be logged at the time of the call and the total time given immediately to the office administrator. Personal calls are to be reported and paid for when the telephone bill is received. We expect you to devote your full efforts to the interests of the practice during your working hours.

Avoid outside business or gainful activities that could divert your time, interest or talents away from the satisfactory accomplishment of your responsibilities. These items are of substantial value, highly confidential, constitute the professional and trade secrets of the doctor. They are confidential and provided and disclosed to the employee solely for use in connection with your employment.

We ask our employees to honor the following:. To regard and preserve practice information as highly confidential and trade secrets of the employer. To continue to keep any information inviolate, even after termination of employment with the office. To release personal information about other staff members — telephone number, address, etc. Employees who handle confidential information are responsible for its security.

Any employee who violates this confidentiality and disclosure policy is subject to disciplinary action up to and including discharge, and in extreme cases, legal action. Although not intended to discourage staff creativity, any system, idea or communication developed during your employment here is property of the practice and remains so even after termination. Clean and orderly surroundings have a positive bearing on staff morale and productivity.

Be sure to keep work areas neat and tidy and to correct or report any conditions that detract from the professional image that we want to convey. Staff members are encouraged to leave problems at home rather than bringing them to work, but at times this may be unavoidable.

If you have a problem so severe that it affects your ability to perform, please discuss it with the doctor or office manager. You can count on us to keep it private, and we expect you to do the same.

Never discuss personal problems within hearing distance of patients or clients, guests or other staff members. After a short while, one becomes somewhat knowledgeable in certain standard advice to patients. We need to convey an atmosphere of warmth, caring, professionalism, efficiency and competence. It is important to always show that you really do care about the patient.

Never act indifferently. Always strive to leave your own distractions and problems at home. Negative comments should also be relayed, as the comment may be a signal about a misunderstanding or a problem that should be addressed. We encourage you to learn all you can about our profession.

You are encouraged to refer your friends and relatives to our office. Being under the influence of any drug or alcoholic beverage on the job poses serious risks to the health and safety of the patients and fellow employees.

Therefore, any use, sale, purchase, transfer or possession of any illegal or non-prescription drug is prohibited at any time. Any employee who is determined to be in violation of this policy will be subject to disciplinary action. This may include immediate dismissal and referral to law enforcement officials.

An employee who displays unusual or bizarre behavior that could be attributable to alcohol or chemical substance abuse may be required to undergo a medical examination, including urinalysis, to determine if he or she is suffering from alcoholism or drug use.

Consenting to medical testing may be a requirement for continued employment. Whichever direction it comes from, it could present problems for the business and could be considered unethical. This includes flirting in any fashion. We have established a procedure for evaluating job performance on a regular basis. These performance evaluations are vital for future planning, and they provide fair, timely and objective measurement of performance in light of job requirements.

We conduct two evaluations of a new employee during the first year. The first is after approximately 90 days of employment. Another is done after 12 months of employment. We will advise you of the time for your scheduled review at least three days in advance. This gives both of us an opportunity to prepare so that areas of mutual concern can be addressed. The performance appraisal will address job factors and behaviors that are observable, measurable and specifically related to job performance.

Staff members who quit, are discharged or fail to respond to a recall, will be regarded as separated from employment with the office and will maintain no seniority, recall or other rights.

Separations are either voluntary or involuntary. Although a staff member may give notice, the resigning staff member may be asked to leave immediately because of staff morale, unsatisfactory job performance or operating needs. Staff members who are asked to leave immediately will be paid their regular salary in lieu of work. Severance pay will not be awarded, and the resignation will be treated as voluntary.

Unauthorized Leave: If a staff member requests time off that is denied, and the staff member takes off anyway, the time off will be considered job abandonment and treated as a voluntary termination.

Involuntary: A permanent separation initiated by the employer due to:. The above list is not intended to show all of the possibilities that might result in involuntary release from employment. The notice will state the reason for the release and the last date of employment. Written office policies help to: prevent misunderstanding and lack of communication; eliminate hasty, unrefined decisions in personnel matters; and assure uniformity and fairness throughout the practice.

Upon satisfactory completion of the Orientation and Training Period, you are: considered potentially qualified, reclassified as a regular or temporary employee, given seniority retroactive to starting date, and enrolled in the office benefit plan if applicable. The employee classifications are: New Employees: Staff that are employed for less than 90 calendar days the Orientation and Training Period. The orientation period may be extended for another 90 days at the discretion of the doctor.

Former employees that are rehired after more than 12 months after leaving the practice would fall into this classification.

Regular Full-Time Employees: Staff who regularly work 32—40 hours in a given work week. Under special conditions illness, etc. With mutual consent between doctor and staff member, this time may be extended. Regular Part-Time Employees: Staff members who work less than the customary number of full-time hours weekly for a continuous period of 90 days. Temporary Full-Time Employees: Staff members whose service is intended to be of limited duration and who work the customary weekly hours of a regular full-time employee for a period of less than 90 days.

With mutual consent between doctor and staff member, this period may be extended up to a period of six months, after which time full-time status is conferred. Temporary Part-Time Employees: Employees who work less than the customary number of full-time hours a week on an indefinite irregular work schedule. If you work a regular part-time schedule for more than 90 days, you receive regular part-time status.

With mutual consent, temporary employee status may be extended to days. Such employees include staff members who qualify as exempt executive, administrative or professional employees or as outside sales persons.

Our resolution procedure works like this: The employee brings the problem to the office manager or immediate supervisor within 10 days of the occurrence. The office manager will attempt to mitigate the situation. If the employee is not satisfied, the employee takes the problem in writing within the ensuing five days to the employer, who will investigate the circumstances and subsequently return a decision to the employee within five more days.

Like a lot of rules, this one has exceptions. You can voluntarily waive the right to a lunch break, provided you work no more than six hours in a workday. You may, with approval, choose to: work in the office; take time off without pay; or take time off and be charged with earned vacation, unused holidays, or time off that was earned but not used.

WAGES AND SALARIES This practice maintains a salary administration program which: provides for payment of salaries comparable to those paid for similar positions and services in the community; allows for differences in individual ability, knowledge and skill; and provides incentive to encourage each individual to strive for improved performance.

The support of a dependent for whom the employee claimed exemptions is taken over by someone else or no longer furnishes more than half the support for the year. The employee finds the income of a dependent relative is less than the legally allowable amount for the year, and the employee had not previously claimed an exemption for the dependent.

Non-Exempt Employees: Employees not exempt from minimum wage, overtime and time card provisions of the Fair Labor Standards Act do receive overtime pay. Any overtime worked must be authorized in advance by the doctor or as soon thereafter as possible. Attendance will not be counted as hours worked when: A staff member voluntarily attends such programs after work hours even though they may be job-related. Length of Continuous Service Vacation Benefit Less than 90 days, you will not have any vacation days.

After one year, you will receive five vacation days. After two years, you will receive ten vacation days. Vacation pay for full and specified part-time staff members is at the regular pay rate. Holidays on a Regular Scheduled Day Off: If a national holiday falls on a weekend, the office may close the day before or the day after the holiday. The day off is scheduled at the convenience of the office. The date will be approved or paid at the regular rate for the day.

Before returning to work, the staff member needs a statement from a physician declaring the employee is ready to resume work and stating whether there are any restrictions to job duties.

Marriage: A leave of absence without pay may be granted for a period of up to two weeks. New Child Care: Your written request for a leave of absence must be submitted as far in advance as possible, specifying the reason for the leave. A staff member does not accrue seniority while on an unpaid leave of absence. Dates for benefits eligibility and salary review will be postponed accordingly. An employee may be rehired to work the following priority of position assignment: prior position, equivalent position for which qualified, or lesser position for which qualified.

Involuntary Termination: When no position is available, the employee will be considered as having resigned involuntarily. Voluntary Termination: A staff member on a leave of absence may be dismissed if the individual has accepted outside employment during the leave or has misrepresented the reason for the leave. For this rule to endure, the procedure for releasing information or not might normally be scripted along with the script itself will be followed closely. An individual would establish the usual amount of safety, ask that the petition be placed in writing, confirm the originator, and then determine whether or not that information is to be published.

This course is a simplification; the procedure would probably have to get approved by some executive or executive body. Consideration of legal consequences by releasing such information would have to be seen as well. Think about the route where a statement is created. Policy dictates that one must invoice a sale to your customer on cash or credit.

The process then becomes crucial to ensure the invoice to the customer is issued together with all pertinent details regarding the sale. The client calls to make a purchase, then receives a statement where the vendor and the purchaser now have a legal record reflecting that purchase. Some organizations are constantly fighting with their customers or vendors, and have accommodated a policy which the individual on the opposite end of the line is just wrong.



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