Ep 197 Medical office mastery: office manager insights with Carrie Glass

n this episode, Dr. Amy Vertrees sits down with her longtime office manager, Carrie Glass, to unpack one of the most overlooked yet critical dynamics in a physician’s career: the relationship between doctor and office manager.

With decades of experience running medical offices, Carrie shares insider knowledge that every new attending needs to hear—from credentialing pitfalls and the revenue cycle to handling disruptive patients, managing staff, and mastering delegation. Together, Dr. Vertrees and Carrie explore how communication, boundaries, and trust between physicians and office managers can quite literally “make or break your life in the clinic.”

Carrie also introduces her new venture, Medical Office Mastery, designed to equip both physicians and office managers with the tools they need for smoother, more effective practice management.

💡 Whether you’re a brand-new attending or a seasoned physician looking to strengthen your team, this episode delivers actionable advice to help you build a foundation of success in your practice.

Highlights include:

• Why your relationship with your office manager is one of the most important of your career

• The hidden paperwork and credentialing hurdles new attendings face (and how to get ahead of them)

• How communication style sets the tone before you even arrive in practice

• The physician’s role in the revenue cycle and why timely documentation matters

• The behind-the-scenes heroics of prior authorizations and last-minute surgeries

• Strategies for managing disruptive patients, toxic staff, and no-shows

• The right way to delegate—and why skipping training leads to burnout and frustration

• The value of regular meetings and clear professional boundaries

• Why appreciation and recognition matter more than donuts

👉 Resources & Links

• Learn more about Carrie’s new program: Medical Office Mastery here