SAMPLE OFFICE POLICY
In an effort to provide our staff members with an understanding of their duties and responsibilities in our practice, we have prepared the following rules regulations and policies.
Please read this document carefully and retain your copy for future reference.
GENERAL DUTIES AND RESPONSIBILITIES
- SERVICE FIRST: The major policy of our practice is to do whatever necessary to render quality service to our patients. Our purpose is to serve as many people as possible, with the highest quality care and to educate our patients so that they in turn can educate others. We expect our staff to convey a warm, cheerful and friendly professional attitude.
- UNDERSTANDING CHIROPRACTIC: It is important that each staff member have a working knowledge of chiropractic. As an employee of this practice you will be asked many questions regarding the profession and healing art. We ask that when you answer questions to be certain that you can answer knowledgeably and in a professional manner.
- OPEN DOOR POLICY: We all recognize that the accumulation of unspoken, unanswered problems, grievances, complaints and questions can result in dissatisfaction and can impact the working relationship. It is to everyone's advantage to bring these matters out in the open. If you have a problem or complaint, please review it with your supervisor as soon as possible.
- WORKING HOURS: The practice’s hours of operation are as follows: __________________________________________________________________________________________________________________________________Employees working less than forty hours per week are considered part-time.
- PUNCTUALITY: Punctuality is essential. Please arrive at least 1/2 hour prior to scheduled office hours and be prepared to attend to your responsibilities. If you must change clothes at the office, allow time to do so. Incidents of tardiness will be handled in the following manner: first incident – warning (oral); second incident – reprimand (written); third incident – probation; fourth incident – temporary suspension; fifth incident – discharge of employment.
- RUNNING LATE: At times our schedule backs up or we run late, on other occasions we extend our services to an emergency patient, which can cause our day to run over the usual scheduled time. While we do attempt to be on time, that is not always possible. This is not a "time clock" profession. Our day is over when the patients' needs have been completed and our responsibilities have been satisfied.
- DRESS CODE: Our patients judge the practice by its employees, as well as by our products and service. Appropriate dress and appearance project a professional image and contribute to an impression of a high-quality organization. The dress code for the Insurance Administrator and Office Manager: Street clothes, neat and laundered. Shoes shined. Clinic Staff & Front Desk Personnel: white clinic smock, white slacks, laundered and pressed, white stockings or socks, and white clinic shoes or white sneakers, if clean and not street worn. Clinic staff is expected to wear nameplates or pins. Jewelry is to be kept to a minimum. Hair should be neat, clean, and if long should be kept pulled away from face. No heavy colognes or perfumes. Make-up should be kept to a minimum. Colored nail polish must be kept neat. Employees who do not meet the standards for appropriate attire should be counseled by their supervisors and may be sent home to change. It is the supervisor's responsibility to ensure that his or her staff presents a professional appearance
- ADDRESSING THE DOCTORS: While in the practice, all doctors are to be addressed as "Doctor". This communicates a professional atmosphere to the patient.
- OFFICE APPEARANCE: A neat and clean office is important. Each staff member is responsible for cleaning his or her own station at the end of the day. There is a place for everything and everything should be in its place. Please extend this courtesy to our patients and your fellow staff members.
- PATIENT COMMUNICATION: Many times patients will tell you, the staff person, things they are either afraid or embarrassed to tell the doctor. Perhaps they have forgotten. Patient's comments, positive or negative, should be relayed back to the doctor. Write down the comment or problem so you'll be sure to get it straight in the event you cannot relay that situation until later in the day The more the doctors know of their patients the better they can treat them.
- CONFIDENTIALITY: It is essential to adhere to our policy of patient confidentiality. Information concerning patients, staff or the practice’s business matters will never be discussed outside the practice. A breech of confidentiality is a serious offence and is grounds for immediate termination.
- WORKSHOPS: Workshops are given to our new patients and their guests. They are for the purpose of educating patients in chiropractic and instructing them in the principles of a healthy lifestyle. The Workshop is a vital part of patient care and is an important means of making chiropractic care available to guests who might not otherwise be exposed to chiropractic. Attendance by all new patients and some recalled patients is mandatory. Attendance of guests is essential.
- CONTINUING EDUCATION AND SEMINARS: Continuing education programs are part of your position as a staff member and are to be viewed as such. They are a unique opportunity for you to grow personally and to develop professional expertise. Approved seminar-related expenses will be paid. Each employee will be compensated for a maximum of 8 hours and one meal.
- STAFF MEETINGS: All staff members are required to attend monthly staff meetings. Bi-weekly a "mini-meeting" will take place to touch base on new patients and share on chiropractic philosophy.
- OFFICE TELEPHONE: The office phone is our main means of communicating with the outside world. We do not wish to discourage our patients with a busy signal. Please limit your personal calls to those of major importance. If you need to use the phone be certain that at least one line is open for incoming calls.
- E-MAIL AND INTERNET: Many employees use computers as a part of their job, and have access to e-mail and to the Internet. As with the telephone, usage of office equipment for personal communications and Internet connections for personal reasons should be brief. Employees should not access pornographic sites through office equipment.
- PARKING: Employee vehicles are to be parked in the area designated for employee parking during business hours. Neither the doctors nor the practice is responsible for damage to employee vehicles while parked in the practice’s parking area.
- FRATERNIZATION: Fraternization with patients after hours is discouraged, as are business dealings with patients during office hours. It is important to maintain a separate and distinct professional image to the patient. Always be aware of your language, subject matter and confidence.
- CONFLICT OF INSTRUCTIONS: On occasion one assignment may conflict with another or be impossible to complete in the time frame expected. Communicate such problems only to the office manager to receive priority instructions. Complete assigned tasks as quickly and efficiently as possible. Your individual initiative in performing any task is important and will be evaluated.
- SMOKING AND EATING: Eating is not allowed during office hours. Smoking is strictly prohibited on the practice’s property. Please snack in private.
- SUBSTANCE ABUSE: All employees are expected to come to work in a condition fit to perform their duties. The unlawful manufacture, possession, distribution, transfer, purchase, sale, use, or being under the influence of alcoholic beverages or illegal drugs during working hours, while on practice property, while attending practice-related activities, while on duty, or while in possession of, or operating a vehicle leased or owned by the practice is strictly prohibited. You may use physician-prescribed medications provided that the use of such medications does not adversely affect job performance, your safety or the safety of others. Any employee who violates this policy and/or whose work performance or behavior is adversely affected by the use of drugs or alcohol will be subject to disciplinary action, up to and including termination of employment. The practice reserves the right to request employees to undergo drug or alcohol testing in accordance with all applicable laws.
- ON THE JOB ACCIDENTS/INJURIES: The practice strives to provide a safe work environment for all employees. In the event of a work-related accident or occupational disease, employees may be eligible for coverage of medical expenses and loss of income in accordance with the Worker's Compensation Act of the State of ____________________________. An employee should immediately notify his/her supervisor of a work-related accident. The employee must complete a report of the injury within three days of the accident. If the nature of the injury is serious or causes severe bleeding, the employee should report or be transported to the _________________________ Hospital emergency room or to the nearest hospital emergency room. The emergency room should be informed that this is a worker's compensation claim. If the injury is minor, the employee should visit the practice of __________________________________, M.D., the practice’s preferred medical provider, or to the chiropractor on duty in the practice for treatment.
- WORKPLACE THREATS AND VIOLENCE: Nothing is more important to this practice than the safety and security of its employees. Threats, threatening behavior, or acts of violence against employees, patients, visitors, or other individuals by anyone on practice property will not be tolerated. Violations of this policy will lead to disciplinary action, including dismissal, and may also result in arrest and prosecution.
- INCLEMENT WEATHER: The practice maintains the policy of remaining open during bad weather, unless the severity of conditions and/or municipal or state government rulings close the practice. Employees should make every reasonable effort to get to work, or continue working if already in the practice, unless otherwise notified. If you cannot do your regular job duties because of bad weather, your supervisor may assign other work. Employees should not endanger themselves trying to get to work during bad weather. At times the practice may send someone to pick up key employees. If operations are canceled after a shift has started, hourly employees will be paid for the time worked, or two hours minimum, whichever is greater. Exempt employees (managerial, administrative, professional) who work any part of the workweek will be paid for the full week. Exempt employees may be required to substitute accrued paid vacation or personal time for time missed because of bad weather. It is the responsibility of each employee to contact the practice in case of any doubt regarding practice operations. Hourly employees who elect to leave early due to nervousness over weather conditions will be paid for hours actually worked, but will not otherwise be penalized in any way.
- ABSENCES AND REPORTING: Everyone is needed on his or her assigned job. Absences, especially unexpected absences, can be a problem. If you are going to be late or absent from work for any reason, call your immediate supervisor. You need to call before your work time.
- OUTSIDE EMPLOYMENT: Your job with the practice should be your primary job if you are a full-time employee. You should notify your supervisor in writing before you accept outside employment and compensation. This is necessary to determine whether your outside job conflicts with the practice’s interest.
- EQUAL EMPLOYMENT OPPORTUNITY: It is the policy of this practice to provide equal opportunity in employment to qualified individuals regardless of race, color, religion, age, sex, marital status, national origin, ancestry, physical or mental disability, sexual orientation, genetic information, or any other legally protected class in accordance with all applicable laws. This commitment extends to all employment decisions, including, but not limited to, recruiting, hiring, promotion, training, compensation, discipline and discharge, and to all terms, benefits, privileges and conditions of employment. Discrimination in violation of this policy is prohibited and will not be tolerated.
REMUNERATIONS AND COMPENSATIONS
- WAGES: You will be compensated at the rate of ____________/hour. You are paid either weekly or bi-weekly (every two weeks), depending on your position. Paychecks are issued on Fridays. If Friday is a holiday, your paycheck will be issued on the last work day of the week. Discussing wages with other employees is grounds for termination.
- PROBATION PERIOD: For the first three months, your employment is probationary, and serves as a training period. You must acknowledge, agree and fully understand that if your employment is terminated during the first 90 days, for any cause whatsoever and/or you voluntarily choose to leave your position with us during the first 90 days, you will neither be entitled nor eligible to file a claim for unemployment compensation.
- OVERTIME: It may be necessary at times to ask you to work beyond your regularly scheduled hours. Our overtime policies follow those established under federal law, called the "Fair Labor Standards Act" (FLSA). Under FLSA there are 2 categories of workers: "non-exempt" and "exempt". Your supervisor can tell you which category your job is in and whether or not you are eligible to earn overtime. Employees in jobs classified "non-exempt" and are eligible for time and a half overtime pay or compensatory time off if they work more than 40 hours in a 7-day period. If you work extra during a week: you may be given time off later in the same week or you may get time-and-a-half pay for hours worked over 40 in your work week. Employees in professional, administrative, or managerial jobs that are considered "exempt" from the provisions of FLSA. Exempt employees are not eligible for overtime pay.
- PAY STUBS & PAYROLL DEDUCTIONS: Besides showing the amount you are paid and your leave balances, your pay stub shows amounts for the calendar year in different categories, such as:
• State and federal taxes • Social Security
• Retirement contributions • Garnishments
Keep your pay stubs to show the amounts you have paid each year into these categories. This will help when you have to file your taxes.
- AUTOMATIC DEPOSIT: You may have your paychecks automatically deposited into your bank account. To begin automatic deposit, you must bring a deposit slip voided check to the practice and fill out a direct deposit form. You may also pick up your check each payday.
- HEALTH INSURANCE AND PENSION BENEFITS: The following benefits are available to employees after 90 days of employment.
- REVIEW: Each staff position is reviewed on an annual basis; this does not infer an annual increase.
- CHIROPRACTIC CARE: All employees and their immediate families (spouse and dependent children) are eligible for courtesy chiropractic care. Consideration will be given other family members if there is a hardship and no insurance support. In order to fully understand patient procedures, you will be required to go through all new patient examination procedures and to attend a Workshop. Additional consideration will be extended for vitamins and office supplies.
- HOLIDAYS: The practice will be closed on New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving and Christmas.
- VACATIONS: Full time employees are entitled to a one week paid vacation after completing one year of continuous employment; two weeks paid vacation after completing two years of continuous employment. No two employees may take their vacation at the same time without the express permission of the office manager. We ask to be advised at least 6 weeks in advance of any vacation request, and naturally such vacations cannot interfere with the normal running of the practice. Therefore it is possible that you might not be allowed to take two consecutive weeks. If you do not use vacation time, you are entitled to be paid for the vacation week or weeks at your normal base salary. Vacation time may not be accrued. Any conflicting/controversial vacation dates between staff members will be resolved on a seniority basis.
- MATERNITY LEAVE: Employees are allowed up to six (6) weeks of leave after they have given birth to or following the adoption of a child. During this time, such employees will be paid at 70% of their regular salary. Additional time may be allowed under extraordinary circumstances (see Sick Leave) and with the permission of your supervisor.
- REPLACEMENTS: All staff members are requested to make arrangements for their position to be covered while they are out of practice and/or on vacation (assistance from office manager is available). We ask that you avoid asking for long weekends. We expect you to be here on the days you were hired for. All staff members are requested to personally advise the office manager if they have made arrangements for someone to relieve them.
- ADDITIONAL TIME OFF: After the first full year of continuous employment, you may be granted one "personal day" each 6 months providing that the date is cleared with the doctor. This "personal day" is a privilege and if granted will be paid for. Additional time may be granted at the doctor's discretion for special situations. There will be no compensation for additional time.
- JURY DUTY: The practice will pay full-time employees the difference between their regular wages and jury payment for the first five days of jury duty, or any part thereof. The practice will not pay an employee wages for jury duty performed on any day that the employee would not have accrued regular wages, e.g. regularly scheduled days off or unpaid leave of absence days. For exempt employees, deductions will not be made for absences of an employee caused by jury duty. The practice may, however, offset any amounts received by the employee as jury fees against the salary due for that particular week. The employee must provide a copy of the jury duty including dates of service to his/her immediate supervisor.
- SICK LEAVE: Each full time employee is entitled to three paid sick days per calendar or fiscal year after one year of employment. Sick leave is not accumulated. Sick leave without pay will be granted for up to 3 weeks without termination of the job. Such leave must be for a serious, bonafide and documented illness. If you are going to be absent from work due to illness call your immediate supervisor. You need to call before your work time.
- MILITARY LEAVE: An employee who is in the National Guard or Armed Forces Reserves and is ordered to active duty shall be granted military leave with pay up to a maximum of fifteen workdays (i.e., 120 hours) each year for those employees who have been employed continuously for a period of 90 calendar days or more immediately preceding the leave. Military leave exceeding fifteen workdays in a calendar year will be unpaid. Such leave of absence shall be verified by official orders or appropriate military certification. Leave payment shall be made only upon receipt of evidence from an appropriate military authority that 15 days of military service have been completed.
- BEREAVEMENT LEAVE: An excused paid absence of up to 3 days for missed work time will be granted for purposes of arranging, attending and resolving personal matters with regard to a death in your immediate family. Your immediate family is defined as spouse, parents, grandparents, sons, daughters, sisters, brothers, stepparents, stepbrothers and stepsisters, mother-in-law and father-in-law. The practice will also pay employees for time lost from work for up to one day for relatives beyond the definition of immediate family. In addition, the practice may allow an unpaid leave of absence for up to two weeks to be taken in connection with the death of a relative or close friend. Such absences must have the prior approval of the employee's supervisor and management.
- TERMINATION: An employee has the right to terminate employment at any time for any cause. We ask that you extend us the courtesy of at least two weeks notice (one month is preferable) for training purposes.
- A Verbal Warning is delivered orally in a friendly, non-accusatory manner. The office manager is to let the employee know that the procedure being followed is not the one preferred and the proper procedure is to be explained or clarified.
- A Strong Informal Warning is delivered orally. The employee is to be informed that this is his or her second warning and that if the procedure is not changed to conform to proper procedure, a written warning will be entered into his or her permanent record.
- A Formal Disciplinary Notice is written and placed in the employee’s permanent record. It is to be signed by both the office manager and the employee. If the employee is unwilling to sign, a corroborating witness is to sign the notice. The employee is to be informed that non-conformance or non-correction of the indicated procedure may result in termination.
- An employee is placed on Probation when he or she receives a formal disciplinary notice. A meeting of the employee is to be scheduled with the doctor and office manager to determine if the employee wishes to continue in their position. If the employee decides to change his or her behavior to conform to the wishes of the doctor and to do so willingly, the employee will be placed on probation. The results of the meeting are written and signed by both the doctor and the employee and is entered into the employee’s permanent record.
- An Employee Review is conducted after a period of probation determined by the doctor and the employee is either removed from probation or Terminated with Cause. The results of this review are written and signed by both the doctor and the employee. If the employee is unwilling to sign, a corroborating witness is to sign. The written review is to be entered into the employee’s permanent record.
Signed: __________________________________________ Date ________________
Printed Name: _____________________________________
Signed: __________________________________________ Date ________________
Printed Name: _____________________________________