For the above scenario, Katherine’s reaction should be based on the office policy. Often, employees do not perform at the expected level or demonstrate unprofessional behaviors, first approach as a medical office manager is to take a written formal, detailed and signed statement from the complainant employee about the issue; it is important that a medical office manager document the specific time, dates and description of incident. An employee who has a history of being vindictive and manipulative coming to report another employee with an exemplary record can be twisted, again, proofing yourself to your boss is hard enough. Add those manipulative co-workers to the mix and you have yourself an impossible situation. Katherine’s next …show more content…
Next, she can move on to interrogate the accused employee. When negative information is to be relayed to an employee, the office manager should sandwich the negative question between two positive ones. Example, if the accused employee is someone with a good exemplary record, the office manager can start by saying how hard working the employee is and how professional she carries herself, but there is a report from another employee that you were seen taking drugs from the supply cabinet. Depending upon her response, the medical office manager must follow the proper chain of command in the medical office to report the incident. Per Deborah Proctor, Chain of command allows the office staff to consult with the provider about administrative or clinical problems, criticisms, or grievances; this allows the individuals whom the provider has placed in charge to have the first opportunity to solve problems (Kinn’s The Medical Assistant Approach, Chp 18). It also allows the provider to check on the operation of the office, distribute information on policy changes, and correct errors or grievances by dealing with one person instead of all