Creating Policy and Procedures Manual

February 1, 2009

I am trying to develop a policy and procedure manual to follow for my aesthetically-oriented office. I would like a copy of what responsibilities are for an office manager, medical assistants, and front-desk staff. When do I do evaluations or give raises? Am I to follow the standard business guidelines or do medical practices have specific rules? Does it matter what state I am in?

Question: I am trying to develop a policy and procedure manual to follow for my aesthetically-oriented office. I would like a copy of what responsibilities are for an office manager, medical assistants, and front-desk staff. When do I do evaluations or give raises? Am I to follow the standard business guidelines or do medical practices have specific rules? Does it matter what state I am in?

Answer: The Medical Group Management Association sells a sample policy manual that will get you started. Look for it on the MGMA Web site.

It’s generic so you can customize to your state needs. That said, most states don’t have rules about the things you’ve asked about.

More generally, you should set policies that fit your practice. So generic policies for the front desk might not include some of what you need in a more aesthetically-oriented practice. Think of what the front desk would ideally do and put that in the description.

Most practices do annual reviews but have more regular, informal conversations with employees.

Most discuss raises annually and I’d suggest they be based on performance - a preset expectation defined in writing - not simply having produced another year of mediocre work.