Front Office 101: How to Wow Patients on the First Call-Front Office 101: How to Wow Patients on the First Call Note-Taking Guide

Front Office 101: How to Wow Patients on the First Call Note-Taking Guide

Pdf Summary

This document is a summary of a webinar titled "Front Office 101: How to Wow Patients on the First Call." The purpose of establishing a strong "front line foundation" is discussed, along with some common mistakes made with callers. It is emphasized that it is important to hire the right people, rather than the most qualified ones. Hiring unqualified family or friends is discouraged. Each call could cost a company money and possibly result in a lost purchase. Ways to get the best from front office staff are also mentioned. The true reason people call a practice is discussed. The importance of answering the phone promptly is emphasized. The 4-step greeting for callers is provided. Getting past the caller's first question is important. Flubbing or forgetting the script should be handled calmly. The key to consistent answers and achieving the best outcome in a call is immediately asking further questions. Questions that might be asked in a script are listed. The percentage of companioned appointments that will purchase is provided. The main goal of every call is mentioned. Keys to scheduling appointments are also given. Some telephone etiquette tips are provided. Patients should expect front office staff to be professional and helpful when entering the practice.

Keywords

Front Office 101

Wow Patients

First Call

Hiring the right people

Lost purchases

Prompt phone answering

Consistent answers

Asking further questions

Scheduling appointments

Telephone etiquette