Job Number Three

As if having a teaching job and having a job working at a baby store isn't enough, I have a third job, working at a doctor's office. This is actually my third year to work at this doctor's office, so it's probably my second job (and the baby store is third). But anyhow you look at it, it is three jobs total. It's great to get be able to make a little additional money on top of the regular teaching salary.

(I know Uncle Sam loves my three jobs as well, he reminds me every time I file my taxes and subtracts from my refund with every extra penny I make. Thanks, wouldn't want to have to deal with that extra money, you know?)

(And yes, I am aware that the less refund you get the better because it was always money that was yours and the government is getting the interest by holding it....blah, blah, and more economic financial blah. I don't really care, refunds are fun and you all know it!)

ANYWAYS....I am glad that every year the same doctor's office has the need for my help. This year I came in, had about a 30 second refresher of how to check patients in, and I was on my own! I don't know what other doctor's offices are like, cause I've never really worked at one, but I think this one has got to be on the busier end of offices. I have waited tables before and I always compare this job to being a waitress, because that is the biggest job of having to know how to multitask and remember important things (or suffer the consequences of an unhappy customer).

There's a term in waiting tables for when you are soooooo busy that you are actually a little behind, it is called being "weeded out." One might say you are "in the weeds" if you are in the current state of being behind. Until someone gives me a term for being behind while working at a doctor's office, I am going to term the restaurant industry uses. And I swear, on a daily basis I am "weeded out" AT LEAST three times during the day at this doctor's office.

You might think (and I thought this once too) how could it be that hard? You take the patients insurance card, make a copy, take the co-pay and give them forms to fill out. What's so hard about that???

(And if you ever say that to my face, I might punch you. Just a heads up.)

But there are three physicians and two testing administrators (I don't know if that is what they are called, I honestly have never really thought about what their title is). On a given day, there can be over 100 patients that come through the office, all of them stopping first at my window. That doesn't even count the numerous phone calls from patients, doctor's offices, testing facilities, etc. that I have to deal with.

And to go back to what I have to do for each patient to check them in, here is my trying to make you understand what all I have to think about.

For a new patient: First I have to make sure I get a copy of their insurance card and photo ID. Check to make sure it is an insurance we take (brace myself for the yelling that will follow if we do not take it). Figure out what their co-pay is, this isn't always easy (most of the time it is though). Ask them to pay their co-pay (brace myself for the yelling that will follow due to either 1. they didn't know they had to pay more at a specialist, 2. they didn't know they had to pay BEFORE seeing the doctor, 3. they didn't know they had to pay at all (I don't even understand this) or 4. they have no money from all the other medical expenses prior to being referred to us). Next, I check that they have a referral if their insurance requires it (Hello, people complain about HMO's all the time for that VERY REASON, you NEVER heard that you have to have a referral if you have an HMO???). Then I have to make sure that they fill out ALL the forms (sometimes they print them off before and come thinking they are home free, turns out we have more that aren't online or there are specific ones that pertain to the specific reason for their visit, ie. headaches) and brace myself for the yelling about how much paperwork they have to fill out (seriously, haven't these people ever been to a doctor's office?). Then I get to fill out about five pages of paperwork on them for the doctors and nurses. These usually require some research on our computer scheduling program or else where. I get everything together and send it onto the nurse. I then brace myself for the patient to return to my window yelling if we are running a little behind. That's the new patients, they are easy!

For returning patients: First I make sure their insurance is up to date (get the new one if it's not). Inform them if they have a balance that they need to pay on their account (because their insurance company came back after we filed with them and said they aren't paying the entire amount. TOTALLY not our fault. But guess who gets the ear full on that one?) Take the co-pay (which they still yell about even though they should know the drill by the second time around, they actually tend to fight it harder the next visit, thinking they already paid us once and that will cover them for life, right?). Give them a return visit form to fill out (which is literally a half page, but yet they still yell and complain "but I filled out all that paperwork the last time!" Okay, but if you'd at least read this, the questions are 1. Are you feeling better, worse, or the same as your last visit, 2. Are you on any new medication since your last visit and 3. Is there anything you want to be sure to ask the doctor about today? THOSE are the questions they complain about answering! So ridiculous.). Next, I fill out about 3 pages of paperwork of my own for the doctors and nurses. I find any labs, MRI films, etc. that belong with the patients chart. Last, I wait for them to return and complain about the wait.

Now, if one patient entered every ten minutes. the phone never rang, everything was where it is supposed to be when I need it and no one else came up to me asking questions and favors, then that would be the easiest job ever!

But that's not what happens. Instead, five people walk in at the same time for their appointments, the phone rings non-stop and I've already got two people on hold (which is the most you can have on hold), a doctor/nurse/co-worker comes and asks me a question about a patient that I can't recall a thing about because I've talked to fifty more patients since talking to the one they are referencing, someones scheduled a new patient that is now here and never cared to inform me (making a brand new chart takes some time), a patient has arrived without their insurance card in hopes that I am BFF with their other doctor's office that has a copy of it (and could I do them a favor and call that office and have them fax it over to this office) and I can't find the MRI films for one of the patients that just came in for their appointment to go over the films! That, my friend, is being "weeded out."

I know I just made this job sound terrible and this is my second job, so you are probably thinking, why don't you just quit? Well, it really isn't always that bad. And honestly, working at the baby store is the complete opposite (NOT busy). And I get bored working there one day a month. I would rather have a job that keeps me busy than a job that I'm bored at. It also makes the days go by fast. Besides, the pay is good and worth the hard work!

Please, I didn't write this to make you feel sorry for me. I choose to work here, I could make it financially without doing so. So don't think this is a "last resort." I like the place (actually Emily and my roommate both work there, as well as several other I really like)! No, instead this is more to make you understand what all the employee's at the doctor's office are having to deal with. Don't yell at them, have some patience and plan for paying/waiting/writing before you come!

(And if you really feel that we might have forgotten something, remind us (kindly). Because this is in regards to your health. And the bottom line is getting you treated correctly for what it is you came to the office for!)