Front Office 101: How to Wow Patients on the First Call-Front Office 101: How to Wow Patients on the First Call Recording

Video Transcription

Video Summary

The webinar on Front Office 101, How to Wow Patients on the First Call, discussed the importance of training and equipping front office staff to provide excellent customer service and convert calls into appointments. The presenter emphasized the need for professionalism in all interactions with patients and prospective patients.<br /><br />The first part of the webinar focused on telephone etiquette and script training. It was emphasized that all telephone calls should be answered between the second and third ring. The presenter provided a four-step greeting script for front office staff that included thanking the caller, stating the name of the practice, introducing themselves, and asking how they can help. It was emphasized that front office staff should be prepared to answer questions about pricing, insurance coverage, hearing challenges, and the importance of a companion appointment.<br /><br />The webinar also discussed the importance of a companion appointment and how having a companion present increases the likelihood of converting calls into appointments. The presenter provided strategies for handling situations where a caller shows up alone despite indicating that they would bring a companion.<br /><br />The webinar highlighted the importance of hiring the best front office staff by looking for specific skills such as a good memory, professionalism, and a presentable appearance. It was also recommended to have a protocol in place for handling various situations, such as walk-in appointments and handling call waiting.<br /><br />The presenter mentioned the use of call recording and grading sheets to assess the effectiveness of the script and front office staff performance.<br /><br />Overall, the webinar provided practical tips and strategies for front office staff to provide excellent customer service and convert calls into appointments.

Keywords

Front Office 101

customer service

telephone etiquette

script training

appointments

companion appointment

hiring front office staff

skills

protocol

call recording