There is a lot on the administrative team member’s plate, with many potential interruptions that can’t always be avoided, but the patient should always be the first priority and should never feel like one of those interruptions. Creating a welcoming and friendly environment for every person that calls or walks through the door should be the #1 priority of every staff member, especially those in the front office.
Administrative team members are the face of the practice to new and existing patients alike. They are the first impression when a patient calls to make an appointment and when they walk in the front door. They are also the last impression on their way out when they are scheduling their next appointment, discussing payment options, or paying for their services. Each one of these touch points are critical in how the patient perceives your practice, and the likelihood they will recommend you to family and friends.
This can be challenging when staff is feeling overwhelmed and overworked. It is critical to make sure that their workload is manageable so patients come first. As the practice owner, it is important to have an open line of communication with your front office employees to make sure they feel like they can accomplish all of their work, while still creating a pleasant patient experience. This may mean hiring additional team members, reallocating workloads, or outsourcing some of the administrative work that is preventing your team from the best patient care.
A warm welcome and a little small talk can go a long way in creating happy patients and advocates who will recommend your practice to friends and family. Make sure your front office team has the time, and energy, to be the smiling face of the practice.