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

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

Pdf Summary

This document is a summary of a webinar presentation on how to provide excellent service to patients in a front office setting. The webinar was hosted by Scott L. Austin, the president of Willoughby Hearing, and Fran Vincent and Carrie Pedersen from the International Hearing Society. The presentation covered various topics including the importance of a well-trained front office staff, common mistakes to avoid, answering phone calls professionally, addressing caller's questions, using a script for consistency, the importance of companions, and scheduling appointments effectively.<br /><br />The key takeaway from the presentation is the importance of creating a positive and professional first impression when patients call the office. This can be achieved by having a well-trained front office staff who are knowledgeable about hearing impaired people and can effectively communicate with patients.<br /><br />Some common mistakes that should be avoided include transferring calls to a hearing specialist for answers, stumbling over initial questions, providing vague or "salesy" answers, and ignoring companions at the time of the appointment.<br /><br />To provide consistent and effective service, it is important to hire the best front office staff, pay them well, and provide them with ongoing training and incentives. The staff should be knowledgeable about the practice and its services.<br /><br />When answering the phone, it is important to use a consistent greeting and ask the caller how you can help them. The focus should be on providing accurate answers to the caller's questions and not getting too focused on the first question asked. Consistent and prepared answers to frequently asked questions should be used to provide accurate and helpful information.<br /><br />The script should be followed during the call, and the staff should use active listening to gather relevant information. The importance of companions should also be emphasized, as they can provide support to the patient throughout the process.<br /><br />The goals of each call should be to make an appointment, either with a companion or as a solo patient, and to gather necessary information for follow-up.<br /><br />Effective telephone etiquette should be practiced, including speaking clearly and politely, avoiding distractions, and offering assistance when needed.<br /><br />Overall, the webinar emphasized the importance of providing exceptional service to patients from the first point of contact, in order to create a positive impression and convert calls into appointments.

Keywords

excellent service

front office

well-trained staff

answering phone calls

importance of companions

scheduling appointments

positive first impression

knowledgeable staff

active listening

telephone etiquette