Who’s the Boss?

CCL coverThe following is an excerpt from my forthcoming book Cure for the Common Leader: What Physicians & Managers Must Do to Engage and Inspire Healthcare Teams, scheduled for release on November 1.

Ask your front desk person who is in charge of the practice overall. What will she say? Ask her who her boss is. Does she give the same answer?

In many healthcare settings employees interact with two levels of supervisory authority: the operational leaders charged with their day-to-day supervision, and physicians. The office manager, unit director, nurse coordinator, or practice manager oversees the day-to-day operations of the site and the duties of team members. These managers often hire, train, and supervise the employee. They coordinate the employee’s schedule, answer their questions, and serve as the primary liaison between employee and employer. Physicians, on the other hand, possess a different kind of power. Continue reading

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