Practice Advantage

The Practice Efficiency Series Part 7: The Front Desk

Episode Summary

The front desk is the first touch point a patient has inside your office. This episode discusses key strategies for building an efficient front desk and patient check in process.

Episode Notes

In this episode, Dr. Manning sits down with Lauren Harmon, Office Manager at Heber Springs Eye Care Center to discuss strategies for building an efficient front desk and check in process. 

Takeways:

1. Prepare, prepare, prepare. If your front desk team is not prepared for any scheduling challenges, insurance issues, or who is coming in that day, you're already behind. An efficient check in process leads to a great patient experience and presets the patient to allow a little wait time later in the patient journey. 
2. Leverage technology to move as many check in processes to before the patient sets foot in the office: digital intake forms, patient engagement software, and insurance verification. 
3. Verify the patient's insurance ahead of time. This contributes to a great patient experience, no matter how much of the patient's responsibility it may be. 
4. Provide goals for your front desk team, scripts to use, and a general outline for a day at the front desk. Cross-train for a more efficient check in process and better patient experience. 

What Lauren is reading:

• 21 Irrefutable Laws of Leadership by John Maxwell

Learn more about how the PracticeAdvantage program can help build your practice here or by calling 800.959.2020, Option 3.