You’ve heard that the mitochondria is the powerhouse of the cell? It’s the same with your clinic’s front desk.
Here are four ways you can make the most of the first thing patients see on entering your facility.
1. Take advantage of scheduling software.
You front desk is your information hub, which means they need to be a reliable source for appointment reminders and patient scheduling.
The more automated this calendar can be, the more time your front desk will have for accomplishing other tasks, and catering to the needs of your patients. There are many different scheduling tools out there, but here are a few things to look for:
Proactive appointment reminders;
Easy access to patient charts;
Payment processing; and
2. Get organized.
The front desk will function the most effectively when there is a place for everything and everything in its place. These are some areas that may need some TLC:
Desktop materials. Is there enough clear space on the desk to work? Have “zones” been set up to keep writing utensils, phones, papers, and other materials in their place?
Filing systems. Are your inboxes labeled? Can associates find and relevant paperwork efficiently?
Calendars. Again, managing time is just as important as managing physical space.
Employee schedules. Do you have enough back up to prevent your employees from getting burnt out?
3. Make sure your front desk employees have clear goals.
Have you explained your expectations to the front desk staff?
Make a list of every task your front desk will handle, and then talk them through what their goals should be for each one. You may prioritize getting all calls to the clinic answered within one day, and maybe you’ll stress the importance of being welcoming to every patient that comes in your door.
Whatever you choose to aim for, make sure everyone is on the same page.
4. Train and support, and support, and support.
Throughout each work day, make sure you’re answering any questions the front desk may have, and that you have their back. Communication is key when it comes to running any kind of practice, including a physical therapy clinic.
Another huge piece of this is providing excellent training. Your front desk wants to excel and be great at what they do. They need opportunities to develop their skills and realign with the goals of the organization.
But don’t just give them information – listen to their thoughts and requests as well, even if it’s not something you can improve.
We hope these tips will add value to your practice. Keep up the great work!
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