Prepare Your Front Desk to Wow Your Patients

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Prepare Your Front Desk to Wow Your Patients

• ISMS
• May 7, 2009
• Donna Weinstock

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OFFICE MANAGEMENT SOLUTIONThe art of unifying
people, process and strategyDonna
Weinstock(847) 205-9797donna_at_officemanagementsol
ution.com
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Donna is a business and health care consultant.
She is a licensed Nursing Home Administrator and
has spent more than 30 years in the healthcare
industry. As an office manager, she has improved
processes, staff development and recognizes the
value of an efficiently run practice. She is also
a speaker specialist and writer for healthcare
magazines.www.officemanagementsolution.com
[phone]
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Objectives

• Recognize the importance of front desk training
• Describe the importance of great first
  impressions
• Identify and discuss areas to include in front
  desk training

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Preparing By..

• Training/coaching
• Motivating
• Exceed expectations

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First Impressions

• Only have one opportunity
• Make it count
• May affect the entire relationship
• Last a long time

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Professionalism

• Visual images
• Actions
• Attitudes
• Behaviors

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Front Desk Training

• New employees
• Experienced front desk employees who want to
  improve their skills
• Employees with patient contact

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Areas Of Focus

• Verbal
• Written
• Electronic
• Listening
• Body Language
• Space/desk
• Demeanor

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Common Mistakes

• Not greeting the patient appropriately
• Getting side tracked when dealing with a patient
• Not completing one task before tackling another

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Handling Situations

• Build a rapport with patients and coworkers
• Effectively handle situations
• Be firm, but tactful

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Identify The Right Person

• Friendly, warm
• Offers great customer service
• Nice voice
• Able to multi-task
• Poised, professional

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Motivation is the art of getting people to do
what you want them to do because they want to do
it.

• Dwight D. Eisenhower

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Motivational Factors

• Respect
• Efficient managers
• Goals and missions
• Build leaders
• Teamwork
• Celebrate successes
• Open communication

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As Well As.

• Offer challenges
• Recognition
• Opportunities for growth
• Share ideas
• Empowerment
• Stay informed
• Staff meetings/performance reviews

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Other Ideas

• Water cooler/other beverages
• Gift cards
• Suggestion or recognition box
• Rename your receptionist
• Spruce up your reception area
• Develop a winning attitude
• Keep your goals in sight
• As well as .

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Exceed ExpectationsandWow Your Patients
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Thank you for your time