AE May/June 2021 Vol 30 No 3 - 2

MAY/JUNE 21 // TABLE OF CONTENTS

ON DECK
5	

abc

6	

10	

12	

abc

14	

16	

2

20	

Marketing Minute: 5
Ironclad Coaching Exercises
to Improve Counselor
Conversions
Kurtis Wankier

22	

Philanthropy: Volunteerism
Fuels Operation Sight's
Mission to Make Cataract
Care Accessible

RUNNING THE PRACTICE

8	

abc

Our Guiding Vision: Hope
and Optimism
Laureen Rowland, CAE

Advice for New
Administrators: The
Perfectionist's Guide to
Medication Inventory
Melissa Hartig, MSHA, COE,
CMCO
Customer Care: How
Empathy Changes Customer
Service
Rebecca Rivenbark, COE, OCS,
CPSS
Fast Practice: Risky
Business- " Chief Risk
Officer " Is Central to Every
Practice Administrator's
Role
John B. Pinto and Corinne Z.
Wohl, MHSA, COE
Human Resources:
B.R.E.A.T.H.E.-7 Steps for
De-Escalating Any Situation
Patty Casebolt
InfoTech: Increase Practice
Efficiency by Getting the
Most Out of Your Technology
Jeanne S. Holden
Leadership Log: Work in the
Time of Corona-Journal
Excerpts
Ashlie Barefoot Malone, MBA,
JD, COE

AE // May/June 21

24	

55	

Focus on a Practice:
VitreoRetinal Eye Center
on Successfully Steering a
Small Practice Through the
Pandemic
Monique Robinson Clark, MBA

56	

Gamechanger: Rebecca
Rivenbark, COE, OCS, CPSS

58	

Making the Case: A Cut
Above the Rest-How to
Become Indispensable
Alex Blevins

60	

Peer to Peer: Brag on
Your Practice-What
Are You Most Proud of
Accomplishing During This
Challenging Year?

Technicians: Technician
Training by Zoom?
Jane T. Shuman, MSM, COT,
COE, OCS, CMSS, OSC

SPECIALTY PRACTICE
44	

Retina: Modifier -25-
Does Your Documentation
Support It?
L. Elizabeth Cifers, MBA, MSW,
CHC, CPC

ETC.
57	

Advertisers' Index

ASOA PROFESSIONAL
46	

Asked & Answered

48	

ASOA News

50	

ASOA Spotlight: Meet Our
Strategic Business Partners

52	Bookshelf: Build an A
Team-Play to Their
Strengths and Lead Them Up
the Learning Curve
Myra Nisly Cherchio, COMT, COE
54	

COE Corner: COE
Certification-Prescription
for Tough Times
Laurie K. Brown, MBA, COMT,
COE, CPC, CPMA, OCS

abc

The Administrator Beginners
Circle is comprised of administrators with 4 or fewer years in
ophthalmology practice management. Look for the icon
above to identify useful and
timely ABC-recommended
resources to support you in
your practice management
journey. Become a member of
the ABC group by clicking on
the " new administrator " field
in your member profile or
contacting asoa@asoa.org.



AE May/June 2021 Vol 30 No 3

Table of Contents for the Digital Edition of AE May/June 2021 Vol 30 No 3

AE May/June 2021 Vol 30 No 3 - Cover1
AE May/June 2021 Vol 30 No 3 - Cover2
AE May/June 2021 Vol 30 No 3 - 1
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AE May/June 2021 Vol 30 No 3 - Cover3
AE May/June 2021 Vol 30 No 3 - Cover4
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