Practice Management

Staffing Dashboard Reports Help Maximize Operational Efficiency

Easy-to-track performance metrics can identify practice strengths and weaknesses.

Andrew Maller, MBA

To be financially successful and well-positioned for the future, it is crucial that every person in a practice be as efficient as possible. This article introduces simple, easy-to-track performance metrics that each department—from the physician-owners to the front desk staff—can use to identify their operational weaknesses and strengths as they strive toward optimizing efficiency.

Below is a sampling of one important metric from each major department that should be tracked by proactive practices looking to improve and maximize efficiency.

Front Desk/Reception: The Number of Patients Checked-In-per-Hour is measured by taking the total number of patients seen during a time period and dividing by the total number of hours worked by check-in personnel. Less-than-average results could indicate training opportunities for staff or inefficient new-patient registration procedures.

Clinical: Exam Work-Up Time should periodically be measured to ensure that patients are being prepped for the doctor in an efficient manner. National benchmarks indicate that, on average, it takes a technician approximately 15 minutes to perform an exam work-up that includes a refraction. While the amount of time will vary based on specialty and practice model, it is important to track the results to compare against practice results over time.

Billing and Collections: Net Collection Ratio is calculated by taking the professional fee net collections during a specific period of time and dividing by adjusted charges (gross charges less adjustments and write-offs). This ratio represents the practice's ability to collect that which it is legally entitled to. The benchmark for this ratio is 95–99%.

Join Forces

After metrics baselines have been created, owner-physicians and practice managers should join forces with specific departments to establish measurable goals to improve performance. For optimal success, a practice must focus most on areas that directly drive practice results. Start simple by tracking a few items to avoid becoming overwhelmed and losing focus of the big picture.

For more detailed information on dashboard reports, read Mr. Maller's article in the premiere issue of Ophthalmic Professional, coming this September.

Mr. Maller is a consultant with BSM Consulting, located in Scottsdale, AZ. A financial benchmarking specialist, he assists in the development of a wide variety of practical practice management tools and resources for BSM clients. Contact Mr. Maller at amaller@bsmconsulting.com.