The Matrix of an O&P Team

It is not hard to find me when you enter our O&P office—I am your greeter, your go-to for most things. Every profession has someone who sits behind a desk or is on the other end of the telephone. A team approach to success that includes a commitment to leadership, respect, integrity, collaboration, and accountability starts with the office administrator. There are many key players in O&P who assist clients with the process of diagnostics, treatment, and education: the referral source; the practitioner; management that may or may not include a billing department, public relations, and resolution services and specialists; and technicians, central fabrication facilities, and supply manufacturers that assist behind the scenes.

These professionals work together toward a common goal of rehabilitation as they strive to provide excellent patient care. I do not have a physician's, rehabilitation professional's, or practitioner's credentials. I do not work behind the scenes fabricating functional devices. I am an office administrator, a factotum with extensive professional knowledge who is critical to the successes of our clients' care and our business.

I am the first person a client speaks to not long after being handed a prescription. Often, these clients are in shock after receiving a life-changing diagnosis. Our conversation may make or break his or her continued business with our practice or, even worse, hurt our long-term reputation. More importantly, our conversations can have a significant impact on our client's mental health and general well-being.

My duties are greater than shuffling paperwork and making sure there is coffee. Office administrators are the liaison between all facets of coordinating patient care. With intricate cost calculations and complicated terminology covering a wide range of demographics and circumstances, insurance plans are difficult to understand. I am the practice's first line of defense in the war of insurance navigation. Office administrators can effectively represent the O&P profession to private and commercial insurance carriers, workers' compensation adjusters, as well as clients, caregivers, physicians, other employees, and our community.

Our office has a hospitable environment from the moment a client walks through the door. I have usually checked our clients' benefits and inquired about their diagnoses well before greeting them. This preparation allows time for social connectedness. During their time in our waiting room, my interactions may include obtaining a history, listening to their life stories, and sharing jokes. I entertain our guests' families at the same time I make sure that our practice is going to pass its next accreditation inspection. You may find me holding an infant while his or her parent fills out forms or scribing them myself for those who struggle to read or write. At the end of an appointment we say, sometimes in unison, "See you soon," or "I will keep you updated."

Most days I am a teacher and a nurturer. I encourage our clients to take it one step or day at a time. I listen and learn from each and every one of them. I answer questions like, "Where can I find new sneakers to fit my brace?" or "How can I breastfeed my baby while she wears her cranial remolding helmet?" I'm not superficially polite; I genuinely respect our clients. I am often as enlightened by them as I am by my O&P team's tutelage.

O&P is a culture of professional innovation and creativity. Meeting the needs of our clients while under pressure, within the demands of an ever-changing world of emerging technologies can be challenging. Part of being a professional, in general, is acknowledging your strengths and weaknesses. The team-player approach pays off when your team understands and appreciates who you are.

I often think about my role in the office. This self-reflection enables me to see the patterns of my own activities of daily living, process my actions, habits, and interactions, and use this knowledge to better understand our clients. This in turn contributes to their well-being and overall O&P experience. This time of contemplation often counteracts any challenges that may arise.

When a new client arrives, his or her emotional stage of processing a new medical condition is an unknown. If the patients have not yet accepted their conditions, they may be experiencing anger, grief, denial, or depression. Sometimes a kind face is all they need to open a dialogue. When a client's anxieties about the short- and long-term impact of their medical condition has been lifted, they start to open up and their trust in us is solidified. Knowledge and attitude are the keys to human adaptation.

Working in healthcare is a rewarding experience. As a team, we often share our stories of success. In our practice, my voice is heard, and is viewed as an important contribution. Office administrators are like mothers, both to their O&P team and their clients. Every day I practice and teach patience, humility, compassion, perseverance, tolerance, understanding, and farsightedness. We all have to balance the good days with the bad ones, but helping my team to support our clients through their O&P journey is my privilege.

Meghan Nero has been working in the medical field for 18 years and became an office administrator for Prosthetics and Orthotics Associates Kinsgton, New York, Clinic in 2013.

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NAAOP Names Board of Directors

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VA Announces Access Standards for Healthcare

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