Here are my personal top 10 ways each employer, operator and team member can make a positive impact on front desk.
Your front desk coordinators are often the first people patients speak to, the last people they see and the team members expected to keep the day moving when plans change, patients run late or unexpected problems arise.
They manage communication, scheduling, payments, patient concerns, treatment coordination and the many small details that hold the practice together. Yet the pressure placed on front desk is not always fully understood by the rest of the team.
Remember, if your FD can work more efficiently, productively and feel happier in their roles; then that is better for everyone including your patients!
1. Dentists - arrive on time and start on time. The schedule is tight. When you arrive late the whole day gets off on the wrong foot. Not only are you disrespecting the patient, but you have also added another stress to FD and your team.
2. Have an effective morning huddle. Spend 10 minutes preparing for the day ahead, ironing out problems and concerns, highlighting important information and working as a team to improve workflow and productivity.
3. Write detailed clinical notes and have a full chart. FD needs your notes to help them communicate treatment requirements, benefits and potential concerns with patients.
4. Create a detailed treatment plan and fee estimate. Organise treatment into stages and visits with appropriate timings. Ensure that each patient who requires treatment has the estimate in writing.
5. Get treatment acceptance in the consulting room/surgery. It's not FD's job to convince patients to accept treatment or sell your treatment plan. Their job is to facilitate scheduling, organise financial arrangements, support your treatment plan and offer solutions to additional concerns.
6. Give your FD autonomy to get their jobs done. First, ensure you give your FD the training, resources and time to complete tasks and perform duties well. Create a framework and guidelines and then allow them to get on with it.
7. Don't use diminishing terms like 'the girls' or 'receptionist'. These diminish the role and the person's professional image. FD requires an air of authority, professionalism and competency.
8. Perform a quality handover to FD. At the end of the appointment, escort the patient to the FD and communicate the RTR and next visit details. Thank the patient for attending and leave.
9. Acknowledge it's a challenging role. Being at the coalface of the public is a tough job. Appreciation and thanks at the end of the day is one small way to let them know you understand the pressures.
10. Be a better leader. Work on this and everything else begins to fall into place. Be an excellent example to all, a good communicator, ask for feedback and act on it, handle conflict maturely and be a promoter of positivity.
A strong front desk team cannot do its best work without the support of the clinicians, owners and wider practice team.
Small changes in punctuality, communication, handovers, leadership and appreciation can make a significant difference to how the front desk operates and how patients experience the practice.
When front desk coordinators feel trusted, respected and properly supported, they are better able to communicate confidently, manage the schedule, solve problems and provide a higher level of patient care.
Supporting front desk is not only good for the team member in the role. It strengthens the entire practice.
0 comments