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Front Desk

Front Desk

Angry patients

Say This — Not That — To Defuse Angry Patients at Your Office

Angry patients and medical care go hand-in-hand, unfortunately. When patients aren’t feeling their best, even the smallest inconvenience can get them worked up. This could range from frustration over the doctor running late to having trouble finding your office — to a million other reasons. To defuse angry patients quickly, it’s important to know what […]
Published Date: May 18, 2025
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Medical terminology

5 Reasons Your Front Desk Team Must Know Medical Terminology

Learning medical terminology can be daunting — you’re discovering new words that describe how the human body works, from the head to the toes. And you may even wonder how it could be useful to your front desk team. Check out five reasons your front desk staff should consider learning medical terminology to create a […]
Published Date: April 22, 2025
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Front desk

5 Front Desk Optimizations That Keep Patients Coming Back

Because your practice’s front desk is the first point of contact for most patient interactions, that’s where many of your patient relationships are made or broken. Many practices find that optimizing their front desk can help them improve efficiency, strengthen patient loyalty and boost reimbursement. Check out five front desk optimizations that may help you […]
Published Date: March 11, 2025
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Angry patient

6 Techniques to Ease Tension When an Angry Patient Calls

When an angry patient calls your practice, it can seem like the longest, most frustrating phone call you’ve ever had. You can’t hang up on them and you definitely aren’t able to argue with them. Your best bet is to employ a few simple strategies that can ease the tension and keep them happy. Check […]
Published Date: February 17, 2025
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Front desk

3 Front Desk Mistakes Your Practice Can’t Afford to Make

The front desk at your medical practice has to wear a lot of hats, which can make it hard to keep everything straight. And although everyone makes mistakes, when it comes to patient care, it can put your practice in jeopardy if your front desk fumbles the ball. Check out three common front desk mistakes […]
Published Date: January 26, 2025
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Front desk

3 Common Front Desk Mistakes — and How to Avoid Them

Your front desk team is the face of your practice, and if they make a big mistake, you may lose patients (and the accompanying income). Some practices can’t come back from errors that the front desk team makes, so it’s incredibly important to ensure they know how to avoid the most common issues. Check out […]
Published Date: November 17, 2024
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Patient anger

Reverse Patient Anger by Avoiding 5 Risky Phrases

When a patient angrily calls your practice, it can be challenging for your front desk team to resolve their issues without inflaming their growing stress. What can make it even worse is using trigger phrases that escalate patient anger. Check out five phrases you must avoid if you want to relieve patient anger rather than […]
Published Date: November 5, 2024
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Communication barriers

Break Patient Communication Barriers With 3 Essential Tips

Every member of a medical practice’s front desk staff has to wear a lot of hats. You not only need to follow up on insurance approvals and maintain a tight schedule, but you must also interface with patients who aren’t always feeling their best. In these situations, it can help to break down the most […]
Published Date: July 9, 2024
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Angry patients

3 Examples Help You Defuse Angry Patients During Phone Calls

Every medical practice has experienced it: Angry patients are on the phone and your front desk team has to work through a variety of solutions to resolve their issues. Even though it may not be simple to mitigate an upset patient’s complaints, it is possible to not only keep them happy, but to engender positive […]
Published Date: May 20, 2024
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medical customer service

5 Front Desk Cheat Sheets to Boost Medical Customer Service

Maintaining a high level of customer service isn’t a good habit just for retail, hotel and restaurant staffers. In fact, it’s almost more important to provide excellent medical customer service, because your staff members are dealing with patients at a vulnerable time — when they’re concerned about their health. There are hundreds of ways you […]
Published Date: May 7, 2024
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