It's time to let disagreeable office manager know who's boss
(this article was first published in the LifeStyles section of the September 29, 2008 edition of the Lowell Sun. If you're interested in viewing other articles, click here.)

Stress Unit
By MICHAEL HAYDEN, Sun Correspondent
Lowell Sun

DEAR MIKE: Over the past 10 years, I have built up a pretty busy private medical practice here in town. I run a very efficient office as far as client services go.

However, the business end of it has always been my weak spot -- dealing with aggressive insurance companies, collecting co-payments and such. I have lost so much money over the years it is not funny. This has caused problems in my private life, since my family sees what others in my profession make and wonder why I do not make nearly as much.

About a year ago a colleague advised me to find a good office manager who was assertive and could take over running the office so all I had to do was deal with patients. He even recommended a lady who had worked for him a few years ago and left to have a child and was now ready to come back to the working world. Well, I hired the woman. In hindsight, she was more aggressive than assertive.

While my accounts receivable have improved dramatically, the morale in my office has gone to pot. My two nurses are about ready to walk out. I have lost about 10 percent of my client base and the constant complaints about this woman are driving me nuts.

She is rude, loud, overly bossy (even with me) and she has the personality of a hungry rattlesnake. I am at the point where I hate to go into my own office. I love what I do, I love my patients but this woman is making life unbearable.

People say I should fire her, but my wife says the woman knows how to collect money and, if I fire her, I'll end up in the same boat.

Do you have any suggestions on what I should do or how I should handle this situation? -- Jim

DEAR JIM: If you purchased a trained K-9 to protect your home from burglars, I am sure you would not put up with a dog who attacked you and your family when you came home at night, no matter how many burglars he chased away.

The first thing you need to do, and without delay, is explain the facts of life to this woman. Let her know exactly what her job is. At the same time, let her know that under no circumstances should she forget that you are the boss.

Then remind her that while collecting money from patients is part of her job, she needs to treat them with respect and dignity, because without patients she would not have a job.

I would then put her on notice that if she cannot live by these rules, then working in your office will probably not work out. If you just go in and fire her without warning, I will almost guarantee you will end up in court.

Next, you should look into a billing company that can take over the management of the office as far as collecting payments and dealing with insurance companies. Most of these companies will do it for a percentage of what they take in -- and it's a lot easier to fire a company than an employee.

You should also meet with your two nurses and let them know that you are taking steps to rectify this situation and ask them to have patience. Good luck. -- Mike

Michael Hayden is a certified anger management counselor who runs Bay State Anger Management and Counseling in Chelmsford. Send questions to him at Stressunit@aol.com or send mail to: Stress Unit, c/o The Editor, Box 1477, Lowell, MA 01853.