Every time someone walks through the front door of your office, your medical practice front desk team has the opportunity to make a good impression. Unfortunately, they might also make a bad impression in some cases, which can destroy a patient relationship quickly and unnecessarily.

Read five common errors that medical practice front desk teams make, along with tips on how to avoid them.

1. Lack of Communication

Patients in your waiting area want clear and honest communication from your front desk team. If a provider is running late, you should share that information. If you need to take a phone call before helping a patient standing in front of you, always let the patient know you need to address something for another patient and will be right with them as soon as possible. Sharing honest information with patients can go a long way in keeping them satisfied and happy.

2. Using Disrespectful Nonverbal Communication

Sharing information with a patient goes beyond the words you use. Your medical practice front desk team should ensure their tone of voice, body language and facial expressions are also respectful and friendly. How you talk to a patient, move your hands and face, or even how often you look away from them while speaking can send the wrong message. Always be aware of how you’re coming off, beyond just the words you use.

3. Having a Messy Front Desk Area

First impressions (and second, third and beyond) are very important. If your medical practice front desk is cluttered with stacks of paper, dust or half-eaten food, it will turn patients off. Always check your surroundings and ensure that your front desk area looks clean and tidy.

4. Not Knowing the Medical Terminology Basics

Your medical practice front desk team isn’t expected to know how an ACL surgery is performed, but you should know what ACL stands for if you see patients with conditions affecting this part of the body. This allows you to speak to them clearly and in an educated way. Keep a list of common acronyms for your specialty and practice at the front desk and ensure it’s always up to date.

5. Incorrectly Calculating Balances Due

Patients don’t like to be billed for charges they’re not responsible for. Your front desk team should know how to accurately calculate the amounts patients owe you, and be able to clearly and simply explain to patients why they owe that money. For instance, if an ophthalmology patient had refraction and her insurer doesn’t cover it, explain exactly what refraction IS before going on to explain why it’s noncovered.