Let Practice Builders train your staff for you with our so you can be confident that your front-desk staff is the best it can possibly be! Below are some topics that new employees need to master. How is your front office staff doing in the eye contact department? I've always found this ironic because it seems to me that the front desk staff are also the very same people that health club managers appear give the least thought to. Once problem areas have been identified, they should be arranged by order of importance so that the most urgent issues can be tackled first. I asked them what if it was their husband calling from a pay phone. The perpetrator of this horrible crime ran up behind the woman in the parking lot of the gym, after she left the fitness center at midnight. So stop for just a moment and think about how you want your patients to feel when they enter your door.
Which means that you need to gather all the appropriate demographic and insurance information. These workshops are not offered in a public seminar format. I have a written procedure manual for reference, and depend upon the optician with 30+ years of experience to jump in as needed. It's important that you have an employee with a friendly personality manning the desk, and the individual should be well-groomed and not eating or snapping gum. This may not be possible with the public sector, but it is absolutely possible in your small business. Ask any front desk employee and they will tell you: stress levels are reaching crisis proportions.
Here are some of our most popular industry-specific course offerings. How does the person manning the front desk of an office or business handle several people simultaneously with professionalism and poise? Last word When you have a bad experience with a front desk, consider doing something about it. Many times I would have to call back because they would hang up. The good news is that there are proven strategies you can use to de-escalate an angry or hostile patient that can quickly turn things around, and emergency preparedness expert, Dan Wilder can show you how. Its our moral responsibility to help others, if we are able, no matter what the perceived consequences might be.
Could this crime have been prevented if the person working at front desk watched the woman as she walked to her car? By the conclusion of this interactive program, participants should have a better grasp of skills and behaviors the should exhibit to run a friendly, efficient, and safe front desk. A clean, efficient front desk operation provides a favorable impression of your business and makes customers feel welcome. We've highlighted the editable templates in yellow so you can scan and access them quickly. The first thing a front desk employee needs to make reflexive is greeting patients as soon as they walk in the door, rather than waiting for the patient to approach the desk with a question. Sales Training: As we discussed in the previous blog, sales experience and a good personality is a must when hiring your superstar employee.
How may I help you? This article includes 8 free templates created specifically for front desk training, hiring, and managing. But there are still some parts of the registration process that need to be taken care of when the patient arrives for the appointment. Why does the front-desk staff miss this opportunity? If this describes your staff, then try a little coaching to build their confidence or remind them of what—rather, who—is most important. Are they too busy with more important priorities? This training should be as thorough as possible to ensure that the front desk receptionist provides the highest possible level of customer service on behalf of your organization. One Step Back: What Will Ruin the Image In this part of the workshop, participants will learn the behaviors and habits that can destroy not only their image but that of their organization.
In a small business, you need to be resourceful. Especially the staff that deals with members the most. Is their body language positive and are they being as helpful as possible? When patients call the office for an appointment,and when they step inside your door, the first person they speak with is your front desk staff member. Our courses cover such traditional topics as , , , , , , , , , , , , , and. Train to Triage In addition, you need to train the front desk in a health care office how to triage patients. In this solo practice, this front desk manager was the only one who really entered insurance, answered the phones or checked out patients, so the office was in a panic! In the past 18 years, there are severalwho have been with us from sophomore year in high school through college, and they are terrific. So if you notice that your front office team tends to have their arms crossed, ask them about it and tease out their reasons and be willing to adjust the room temperature.
But do you really want to risk the safety of your front desk staff, your patients and your practice based on tips on an article? Train staff to get all the pertinent information so your practice can avoid the time and expense of making unnecessary follow-up calls. In this portion of the workshop, participants will complete their discussion of communication techniques by learning how to interpret body language in themselves and others. A significant percentage of situations faced by your front line staff will not be routine and require someone who can use good judgment and think critically. Let your staff know that they should ask for extra help when the phones get busy. Working in at a health club is not like working at the local convenience store because at any moment, when we least expect it, bad stuff can happen. A script must include many open-ended questions with multiple chances to close the sale. Click on any of the links to review the full workshop outlines.
Another essential ingredient of body language is a warm, welcoming smile. Send 20 - 50 of your clients an emailed link to get feedback about your firm. The most important thing to do is to thank the superior staff member, both publicly and privately,and when certain projects are completed, a gift card is a great idea. I strongly recommend that you provide this document to front line staff before you hire them and include a sentence in your offer letter that confirms that they have read and understood your customer service practices. But by using the tips laid out in this article, your practice can eliminate many of the common mistakes and headaches most practices experience.
They need to be properly trained and aware of the mission you have established for your health club. In the weeks following your go-live date, schedule weekly or bi-monthly meetings. Are they unwilling to do so? This is particularly important for front line staff. All of our front desk staff must attend our 8 week sales training program, 1-2 hours per week, done in a group setting. What kind of gym is it when its filled filled with incompetency? The agreement represents a starting point for you to eliminate 'blank page syndrome' and provides a menu of guidelines that you can edit to create your own agreement, language and tone to reflect your customer service philosophies.