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Governance

*Who led the practice operational decisions?

Physicians and administrator collaborated: Physicians and administrator collaborated on practice operational decisions.
Physician led: Physicians led practice operational decisions.
Administrator led: Administrator led practice operational decisions.
Other, please specify: If neither physicians and/or administrator led practice operational decisions, select “Other” and please specify in the text box who led the practice operational decisions.
 

*Who led the practice strategic decisions?

Physicians and administrator collaborated: Physicians and administrator collaborated on practice strategic decisions.
Physician led: Physicians led practice strategic decisions.
Administrator led: Administrator led practice strategic decisions.
Other, please specify: If neither physicians and/or administrator led practice strategic decisions, select “Other” and please specify in the text box who led the practice strategic decisions.
 

*How often did the administrator and physicians meet?

Daily: Physicians and administrator met daily on average to discuss practice topics.
Weekly: Physicians and administrator met once a week on average to discuss practice topics.
Monthly: Physicians and administrator met once a month on average to discuss practice topics.
Quarterly: Physicians and administrator met once every three months on average to discuss practice topics.
Twice a year: Physicians and administrator met twice a year on average to discuss practice topics.
Annually: Physicians and administrator met once a year on average to discuss practice topics.
Less than once a year: Physicians and administrator met less than one time per year on average to discuss practice topics.
Never: Physicians and administrator never met to discuss practice topics.
 

How often did senior leaders communicate with staff regarding goals and opportunities?

Daily: Senior leaders communicated goals and opportunities with staff daily on average.
Weekly: Senior leaders communicated goals and opportunities with staff once a week on average.
Monthly: Senior leaders communicated goals and opportunities with staff once a month on average.
Quarterly: Senior leaders communicated goals and opportunities with staff once every three months on average.
Twice a year: Senior leaders communicated goals and opportunities with staff twice a year on average.
Annually: Senior leaders communicated goals and opportunities with staff once a year on average.
Less than once a year: Senior leaders communicated goals and opportunities with staff less than one time per year on average.
Never: Senior leaders never communicated goals and opportunities with staff.
 

Which of the following patient services were centralized? (Check all that apply)

Registration: Check this box if registration was a centralized service where the management of patient registration was coordinated for multiple departments, practices or entities within
your system.
Scheduling: Check this box if scheduling was a centralized service where the management of patient appointment scheduling was coordinated for multiple departments, practices or entities within your system.
Billing: Check this box if billing was a centralized service where the management of patient billing and collections was coordinated for multiple departments, practices or entities within your system.
Referral management: Check this box if referral management was a centralized service where the management of patient referrals was coordinated for multiple departments, practices or entities within your system.
 

*How did your practice manage inbound telephone calls?

Front desk staff: Front desk staff were responsible for answering inbound telephone calls, calls coming in.
In-house call center: Inbound telephone calls, calls coming in, were answered by an in-house call center. A centralized group of staff within the practice other than front desk staff were responsible for answering inbound telephone calls.
Outsourced call center: Inbound telephone calls, calls coming in, were answered by an outsourced call center. A third-party company was responsible for answering inbound telephone calls.
Other, please specify: If others were responsible for answering inbound telephone calls, calls coming in, select “Other” and please specify in the text box those additional methods.
 

*How many FTE staff were in the call center?

If you answered “In-house call center” to the question How did you manage inbound telephone calls, then indicate the number of full-time-equivalent (FTE) staff that were in the call center.
 

What was the average length of time in minutes patients spent on hold after an initial answer?

Indicate the average length of time in minutes per telephone call that patients spent on hold after the call was initially answered.
 

*What was the average inbound call volume per day?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average number of inbound telephone calls, calls coming in, received per day.
 

What was the average call length in minutes for inbound calls?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average duration in minutes per telephone call for inbound calls, calls coming in, measured from when the call is answered and including any hold time, talk time and until the call is completed.
 

What was the average speed of answer in seconds for inbound calls?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average amount of time in seconds it takes to answer inbound telephone calls, calls coming in.
 

*What was the average call abandonment percentage rate for inbound calls?

If you answered “Front desk staff” or “In-house call center” to the question How did you manage inbound telephone calls, then indicate the average abandonment percentage rate, in whole numbers, for inbound telephone calls, calls coming in. Call abandonment rate is percentage of total calls that were disconnected.

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