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The Simple Guide to Patient Access Hiring

Book -

Recruitment & Hiring

SKU: 1019


ISBN # 978-1-56829-681-4  

Hiring and firing is not something you do regularly in your practice so how do you handle it when one of your most valued employees has given notice or a long-term staff member just quit? What if your practice is expanding and you need help to define new positions and how to distribute the additional workload? As one in a series of Simple Guides, this manual takes the guesswork and confusion out of recruiting and hiring the best staff.

This simple guide provides detailed information on patient access positions, the positions that are key to getting your patients through the door of your medical practice, while creating a memorable experience during their visit.

Use this as step by step resource to:
  • Identify key skillsets: i.e. stellar customer service mindset and others that will support your successful hire
  • Analyze job descriptions: to ensure everyone is clear on performance expectations
  • Interview with situational questions: to give you a better idea of how your candidate will perform in the demanding front office space
  • Access immediate resources: simple forms and templates that can be personalized for your practice
This is written for anyone who has a hand in the hiring and recruitment process. Use it as a valued resource for direction and support for placing and retaining great staff.

Christine Kalish

Christine Kalish, MBA, CMPE

President, Brittain-Kalish Group

Christine Kalish, MBA, CMPE, is a senior executive and trusted healthcare advisor with deep experience in ambulatory care and academic medicine.  For more than thirty years, Kalish has been leading organizations and teams to develop critical infrastructure and growth planning to improve operations, workflow, human resources and revenue cycle.  She continually searches for innovative ways to assist her clients so they can deliver quality care for the populations they serve. 

Penny M. Crow

Penny M. Crow, MS, SHRM-SCP, RHIA

RHIA Principal and Vice President of Training, Brittain-Kalish Group

Penny M. Crow, MS, SHRM-SCP, RHIA, is a nationally recognized executive with progressive senior leadership experience in a wide range of healthcare organizations. As an RHIA, she has a successful track record in health information management, revenue cycle, risk management, and quality improvement. Her MS in I-O Psychology has fueled her passion for working with leaders to prepare and develop future workforces.

Sharon Z. Ginchansky

Sharon Z. Ginchansky, MAOM

MAOM Consultant, Brittain-Kalish Group

Sharon Z. Ginchansky, MAOM, is an organizational consultant with the Brittain-Kalish Group, specializing in revitalizing leadership and organizational change to improve operations and to enhance the way businesses engage their staff. She is recognized as an expert in leading organizations through start up, culture changes, acquisitions and divestitures, and labor negotiations. She has more than 25 years of operational and human resources experience working as an executive in the healthcare field.

Ginchansky holds a bachelor’s degree in English from American Jewish University and a master’s in organizational management from University of Phoenix. She is a member of SHRM, DallasHR and is a former long-time member of Vistage International.



Purpose of the Hiring Guide

Analyzing Medical Practice Staffing

Patient-Access Roles within the Medical Practice

Preparing the Job Description

The Recruitment Process Reconsidered

Designing a Hiring Process


Appendix A: Job Descriptions

Appendix B: Sample Interview Questions

About the Authors

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