It is vital to the success of your practice for you to understand and support the difference between leaders and managers.
Like most professionals, physicians hire managers/administrators to run their practices so they can
concentrate on providing services to their clients. However, physicians can't afford to just leave
the running of their business to managers, no matter how qualified the manager might be. Medical
groups will not get maximum performance from their managers, let alone maximum earnings from their
practices, without effective physician leadership. After having worked with hundreds of physicians
and their managers, I think the biggest difference between practices that are merely surviving and
those that are thriving is physician leadership.
Managers are typically responsible for overseeing operations including, but not limited to:
marketing, human resources, billing, accounting, purchasing, medical records, scheduling, facility
maintenance and third party contracting. Managers are not necessarily leaders. On the other hand,
leaders set expectations, influencing the culture of the practice and the attitude of the staff. An
effective leader brings vision, enthusiasm, inspiration and stability to their busy medical practices.
Leaders are not necessarily managers.
Managers can only be expected to do so much without physician leadership. Lack of physician
leadership will eventually manifest itself in poor recruiting, low morale, high turnover, poor
customer service, billing errors, waste and, in some cases, embezzlement. My recommendations
for improved performance are rarely implemented unless a physician sets the tone, backs up
manager and advocates for change.
A physician leader is evident when:
- Patients are treated respectfully.
- The office runs efficiently and on time.
- Partners meet monthly with the manager.
- The manager is empowered and allowed to run the business.
- The staff is empowered to handle problems.
- The staff is appreciated and given the resources to do their jobs.
- There is a pleasant and professional workplace environment.
- There is mission, basic business plan and annual goals.
- The practice is regarded as one of the best in town.
- There is a positive and upbeat culture.
- Policies are established and enforced.
A leader does not have to be involved in management. Micromanagement by leaders will
always offset any positive aspects of leadership. An effective leader not only delegates,
but trusts. Managers feel secure in what they are doing and perform at their best, resulting
in a healthier bottom line, when they feel trusted and respected. If your practice lacks
leadership, it is time for someone to step up.
