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Your front desk team is the face of your practice. In addition to carrying out their basic dental receptionist duties, these folks are on the front line, serving as the first and last point of contact for your patients, which means they play a significant role in patient satisfaction and retention. Yet, for some reason, they are also among the most often overlooked employees.
It may be a bit of an overstatement to say that your front desk team's ability to create and maintain a seamless and positive waiting room experience can make or break your practice, but not by much. In fact, despite the quality of the relationship a patient has with their dentist, if dealing with the receptionist is unpleasant, it could easily drive them to find another practice.
One way to set your front office up for success is to address and help overcome some of the challenges this team faces on a day to day basis. If you're unaware of these challenges, here's a rundown to help bring you up to speed.
Handling Busy Phones
One of the most basic yet important dental receptionist duties is fielding phone calls from clients. Depending on the size of your practice, your front desk could be juggling dozens or even hundreds of calls a day. The challenge here lies not just in managing the phones effectively, but in doing so while also maintaining a high degree of etiquette.
Training for time management and utilizing a phone script and/or a list of FAQs can be highly beneficial to your team and your practice as a whole. Likewise, offering other ways to book, reschedule or cancel appointments, such as an online system or scheduling app, can also help to lighten the load.
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