Adequate front desk management is really important for your company. When you have patients that check-in to your front desk or check-out when leaving, it’s important to have a solid system for strong productivity. Many businesses and health clinics have achieved significant growth through front desk training efforts.
By educating your staff on why certain information needs to be collected, it improves efficiency of the whole office. By offering training sessions and putting systems in place, you can make the business run smoother and increase your chance of keeping customers or obtaining new ones. Here is a look at a better way to manage your front desk.
Educate your Staff
It’s really important that your front desk is trained and educated on what information to collect and what it’s for. Obtaining the right information and ensuring accuracy the first time will increase your whole business’s efficiency. It’s helpful to boost customer service training sessions from quarterly to once every month to remind your staff that patients coming in are sick and need your help as quickly as possible. It is also important to encourage kindness and to remember how to treat sick people. These small tips will go a long way in customer retention.
Your Front Desk Can Make or Break You
A first impression from the front desk staff to the patients will determine the likelihood of patients returning to your practice. A front desk can make or break you, because if your employees aren’t showing courtesy, your patients aren’t going to want to deal with them in the future.
Make sure your staff is not only kind, but also accurate in collecting and entering demographic data, insurance data and billing information. Incorrect entry of any of these details could become a larger issue later when insurance claims get denied.
Avoid Chaos and Promote Order
Don’t have a distracted, stressed out front desk environment. Don’t overwork your staff, underpay your staff or offer minimal breaks. Reducing chaos by having the proper staff and well-rested employees is the best way to make your front desk a well-oiled machine. Make sure your staff work as a team and find reward systems to encourage top-notch customer service.
Make sure you are hiring qualified people that are experienced or ready to learn. By offering a competitive wage of a few thousand dollars more per year than the competition, you’ll have a harder working staff member that works for the pay most receptionists can’t get.
Turnover is expensive and hurts efficiency, so it’s important to hire really good quality candidates if possible. Hire enough people to handle the shifts, cover each other during breaks and to allow your staff to take vacations and sick days.
Along with giving your staff the proper orientation and training sessions, you should also invest in great tools for them to do their jobs. Don’t have your staff sharing computers, phones, copy machines, fax machines or other equipment.
No only can this hurt productivity, but if one of your machines is having technical difficulties, you’ll have a backup. Get enough telephone lines and make sure your staff answers the phone quickly. Have someone work the phones in a separate office while your front desk handles the patients in the office without distraction.
Turn your front desk into a well-oiled machine with competitive job positions, excellent training, incentive programs and tasks split up properly to avoid distraction. This will make your staff happier and your patients happier while improving customer retention.