Front Desk

Front Desk

revenue cycle

Build the Ideal Revenue Cycle Team With This Quick Primer

The best way to ensure that you bring maximum revenue into your practice is to involve several key team members in the revenue cycle process so you can master every step along the way. And once you identify the participants, you’ll need to train them properly to keep the entire team running at maximum potential. […]
active shooter

Strategize an Exit Plan if An Active Shooter Enters Your Practice

Your front desk team is likely to encounter angry patients from time to time, but when patients get violent, things can take a very stressful — and dangerous — turn. In some cases, that may mean your front desk team is confronted by someone with a weapon. Unfortunately, active shooter incidents have occurred at several […]
phone skills

Retain Patients by Improving Your Practice’s Phone Skills

Good patient relations can mean more than just reading a script when you’re talking to patients on the phone. In many cases, how you say something is just as important as the message you’re trying to convey. Take, for example, what happens when a patient asks for an appointment and your front desk staff member […]
how to deal with angry patients

Ask These Questions to Calm Angry Patients at the Front Desk

The sooner you can de-escalate angry patients, the better it will be for everyone in your office. The key is to ask questions that will ease their tension and create a calmer environment. Consider the following examples of questions that can help when you’re figuring out how to deal with angry patients. 1. Identify Common […]
angry patient

Five Intuitive Ways to Identify Potentially Violent Patients

Anger is a natural emotion that affects everyone now and then, but when an angry patient comes to your front desk, the repercussions can be serious. Not only can dealing with stressed-out patients make it hard for your front desk team members to do their jobs, but having someone cause a scene in your waiting […]
Medicaid questions

Medicaid FAQs: Save Front Desk Time & Keep Patients Happy

Medicaid is confusing — not only for you — but for your patients, too. Leaving your front desk staff members on their own to figure out answers to Medicaid questions can create stress on both sides of the front desk. Patients could lose faith in your practice and walk away, taking necessary Medicaid reimbursement with […]
Patient collections

Collect More Self-Pay Cash Up Front, Proven Front Desk Tactics

If you let a patient walk out the door without paying even part of their bill, you can expect to collect only 30% of what you are due. That’s a lot of money to lose on each patient interaction. patient collections Every year, patients are paying more out-of-pocket due to higher deductible healthcare plans and represent a […]
How to deal with talkative patients

Shut Down Talkative Patients Without Them Feeling Unheard

When chatty patients threaten to derail your staff’s already scattered time and attention, you need an intervention plan. Talkative patients mean well. They may be lonely and just need to talk to anyone who will listen. Sometimes, they’re just comfortable at your practice and want an opportunity to catch up with your staff (which is […]
Active shooter threat

Defend Against Active Shooter Threats with Common Objects

You may not want to think about an active shooter threat at your practice, but not taking the time to prepare can be deadly. Just by working in healthcare you are at an increased risk of harm. Nearly 75% of workplace assaults occur in healthcare settings, and healthcare continues to be one of the most […]
Patient phone calls

Improve Patient Satisfaction with Proven Hold Etiquette

An estimated 80% of patient first contact happens over the phone. And with practices dealing with smaller staffs and increasing patient requests, chances are good that some portion of patient phone calls will be put on hold. How your staff handles putting a patient on hold can make or break their relationship with your practice. […]