(Excerpts from an article by Senior Editor Wayne Guglielmo, Medical Economics, 7/21/06.)
Editor's Note: A good friend had moved to a new town and, upon recommendations from others, selected a pediatrician for her 3-year old son. Obviously sick with a temperature of 103 and a rash, she called the doctor's office and explained the situation. The telephone receptionist said, "We can schedule him for an appointment in two weeks." My friend had to press the issue until the receptionist finally checked with the doctor and came back to say the child should be brought in immediately. My friend loves the doctor, but the front desk attitude may cost him a patient.
Your front desk is probably your most important nonclinical staffing. They greet and register patients, answer phones, schedule appointments, check coverages, coordinate emergencies and collect fee at the very least. Why then do most practices treat front-desk hires and employees as afterthoughts?
The front desk is critical to a practice's bottom-line profitability.
Here are some thoughts to consider as you evaluate your front desk operations:
1. Is the staff overwhelmed? One person can process about 30 patients per day. Beyond that the system starts to fall apart. A four doctor practice can easily exceed 130 patients per day and should have a receptionist, a check-out clerk and two telephone operators.
2. Are the front desk duties identified and organized? Does the work and movement flow? Do you need to separate reception and discharge areas? Does the design of your front desk create chaos or harmony? Does the telephone service need to be located elsewhere?
3. Does your staff have an attitude problem? Do your patients "grumble" about the front desk? Is the staff warm, compassionate and helpful? Do they have the maturity to interact well with patients of all ages? Are you paying enough to attract and retain good talent? In 2005, the average salary for front desk personnel across all specialties was $28,162.
4. Is the staff well-trained? Every practice should have an effective training process and/or hire a practice management consultant to conduct workshops on needed topics. Do you have an employee manual or handbook to outline required duties?
If you spend some time working on the front desk challenges within your practice, you will engender happier patients and a healthier bottom line.
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