How Your Staff Answers The Phone

Now of course, this is something I regularly do with enjoyment. I can tell so much about a doc and their practice, based upon how your staff answers the phone.

Timing, attitude, how questions are handled, are they organized? And are all their tools obviously at their fingertips?

In fact, if your not doing great at the moment, ask three friends to anonymously call your office. Two as new patients with no health insurance. You should listen in. You may however be shocked.

When it comes to collections at the counter its “Here’s your options Mrs. Jones, would you like me to put the entire week (month) on the same card?”

Or more like “Oh that’s OK don’t worry about it…”

Here’s my point.

Those who build powerful practices, and indeed personal lives continuously aim to master each area!

No, it’s never perfect, and always require measurement and attention, but none-the-less the process is in place via policies, procedures and trainings.

Clinically, it’s also very important to your patients!

This is also why your staff must be darn good on the phone, so patients know to expect clinical excellence, which is not as common as you would think.

Now in our office, new patients still tell me almost 30 years later, “That was the best exam I have ever had in my entire life!”

Why?

Because on each new patient we still insist on a thorough pre-exam presentation by staff,  yes even interns, while finishing the first visit with the best physical examination they have ever had, hands down.

To learn more about this style practice and get your free “Fast Track Guide” go HERE

Patti