{"id":6320,"date":"2022-02-15T05:57:35","date_gmt":"2022-02-15T11:57:35","guid":{"rendered":"https:\/\/pmaworks.com\/observations\/?p=6320"},"modified":"2022-02-16T13:38:06","modified_gmt":"2022-02-16T19:38:06","slug":"the-goal-driven-front-desk","status":"publish","type":"post","link":"https:\/\/pmaworks.com\/observations\/the-goal-driven-front-desk\/","title":{"rendered":"The Goal Driven Front Desk"},"content":{"rendered":"
\"\"<\/div>\n
A dynamic front desk can increase your visits by 20%,<\/strong> maybe more if you have the room. On the other hand, a dysfunctional front desk can constrict the flow of patients and hold your office back.<\/div>\n
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I have seen instances of both.<\/strong><\/div>\n
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T<\/strong>here is much more going on and at stake <\/strong>at the front desk than most doctors and staff appreciate.<\/div>\n
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Ordinarily, you would think that the billing department<\/strong> is the most demanding. There are hundreds of details that need to be learned and followed with excellent discipline. This position requires professionalism and expertise.<\/div>\n
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But this function is not on the front lines<\/strong> of the constant patient, phone, and doctor interactions and interruptions. Managing patient accounts can be regulated and organized to maintain a calm and comfortable workflow.<\/div>\n
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Therapy and adjunctive services are often undervalued<\/strong>, but the patient flow is usually smooth, and they are not faced with unexpected patients or phone calls.<\/div>\n
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It is interesting to note <\/strong>that the front desk has the highest turnover in most offices.<\/div>\n
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But properly set up and managed,<\/strong> this department can be an engine of growth and stability in your office.<\/div>\n
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Let\u2019s look at some of the more important attributes of the front desk:<\/strong><\/div>\n
    \n
  1. It represents you and your services<\/strong>. It is your ambassador to the world outside your office. The front desk reflects what you stand for and the quality of your services.<\/li>\n
  2. It is the first and the last contact<\/strong> \u2013 and impression –with anyone in the office.<\/li>\n
  3. It can convert inquiries to new patient appointments.<\/strong><\/li>\n
  4. Rapport and relationships<\/strong>. The front desk can provide world-class service to patients, improving patient retention, reviews, and referrals. (The 5 Rs)<\/li>\n
  5. Direct marketing<\/strong>. The front desk can directly promote clinic services to patients, hand out coupons, and promote upcoming events to generate patient referrals.<\/li>\n
  6. Team member support<\/strong>. The front desk can support the insurance department and all team members to create a positive, upbeat day every day.<\/li>\n
  7. Case Management<\/strong>. The front desk can contribute to case management by relaying any comments or observations relative to the patient\u2019s care to the doctors.<\/li>\n
  8. Fully Scheduled Day.<\/strong> The front desk fills the appointment book and keeps it full.<\/li>\n<\/ol>\n
    Let\u2019s imagine an ideal front desk and put it at a \u201c5\u201d on a 5 Point Scale.<\/strong><\/div>\n

     <\/p>\n

    5. GOAL DRIVEN FRONT DESK.<\/strong> The appointment book is full. The front desk staff are cheerful, having fun doing their jobs, and genuinely interested in every patient and phone inquiry. They sincerely care for each patient and non-patient. They have a strong intent on helping patients complete their programs by keeping their appointments. They personally and professionally want to achieve the mission of the office and encourage patients to help them accomplish this mission by bringing in family and friends. They also help the rest of the office achieve the office\u2019s mission. They are sending out positive \u201cvibrations\u201d to help more people. They are proactive and Goal Driven.<\/div>\n

     <\/p>\n

    Below this level, we find the front desk that is struggling.<\/strong><\/div>\n

     <\/p>\n

    2.5 A COPING FRONT DESK<\/strong>\u2013 The appointment book is 50-70% full. The front desk is trying, but it is not keeping up, which creates a bottleneck to patient flow. (Subluxated) Even though the staff wants a full appointment book, subconsciously, they don\u2019t want any more work until they catch up.<\/div>\n

     <\/p>\n

    2. A SLOW FRONT DESK.<\/strong> The front desk operates at a \u201ccomfortable\u201d 40-50% capacity. The staff is pacing themselves, keeping up with computer tasks, insurance, and following the scripts for phone and patient encounters. However, they are mostly disengaged from the front desk and office goals.<\/div>\n

     <\/p>\n

    1-2. GIVEN UP and BORED.<\/strong> I only describe this because I have seen this condition. The staff is ignored or badgered. In either case, they feel relegated to a 4th class employee. They hide out and pretend to work, essentially having quit and just waiting until something better comes along.<\/div>\n

     <\/p>\n

    You can create a Goal Driven Front Desk.<\/strong> It is not achieved overnight, but once it is established, you\u2019ll be close to a dream practice and a Goal Driven Business. We will cover some tips on how to create a Goal Driven Front Desk in another newsletter.<\/div>\n

     <\/p>\n

    In the meantime, stay Goal Driven,<\/strong><\/div>\n

     <\/p>\n

    Ed<\/strong><\/div>\n
    \n
    \u201cYour brain sends out vibrations all the time, and your thoughts affect your life and other people\u2019s. They pick up these thoughts and get changed by them.”<\/em><\/div>\n
    \u2013 Bruce Lipton (Biology of Belief)<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    A dynamic front desk can increase your visits by 20%, maybe more if you have the room. On the other hand, a dysfunctional front desk can constrict the flow of patients and hold your office back. Continue reading →<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,507,15,555],"tags":[71,451,70,447,363,359,377,367,144],"class_list":["post-6320","post","type-post","status-publish","format-standard","hentry","category-chiropractic-assistants","category-customer-service","category-practice-management","category-the-goal-driven-business","tag-desk","tag-driven","tag-front","tag-goal","tag-management","tag-marketing","tag-michel","tag-petty","tag-practice"],"_links":{"self":[{"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/posts\/6320","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/comments?post=6320"}],"version-history":[{"count":17,"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/posts\/6320\/revisions"}],"predecessor-version":[{"id":6337,"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/posts\/6320\/revisions\/6337"}],"wp:attachment":[{"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/media?parent=6320"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/categories?post=6320"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pmaworks.com\/observations\/wp-json\/wp\/v2\/tags?post=6320"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}