The Importance of Front Desk First Impressions
Keith Giaquinto
In a chiropractic practice, most people would believe that the patients or even the doctor are the most important people in the practice. In my opinion, I believe that the CA's are the most important people in the practice. They are the glue that holds the practice together. The CA's help with patient flow, processing patients properly and efficiently, but most importantly they help hold the doctor accountable to make sure things get done in a timely manner. CA's may not understand this completely, but the doctor relies on them to hold them accountable whether they will admit to that or not. The CA's are the second set of eyes, ears, hands and brains in the practice and are extremely valuable. There are 3 main CA positions within a practice: financial CA, back office (tech) CA and front office CA.
The front office CA is the most important position within a practice. They are the front line to existing and new patients as they walk through the door. The CA controls patient flow, checking them in and out of their visit.
They help to answer questions, reinforce office policies and home care instructions. If your doctor recommends supplements, such as enzymes (which is a great way to improve clinical results), the way the CA educates and listens to the patient can have a dramatic financial effect on the practice. The front office CA sets the initial tone of the patient's experience. You don't get a second chance to make a first impression, so you want to make sure to create a positive impression for your new patients.
The first opportunity to make a first impression is with the initial phone call from a new patient. As the phone is ringing, before you pick up the phone, take a breath, put on a genuine smile and then pick up the phone. Think that this could be a hello that could last a lifetime. Many CA's pick up the phone and blurt out the greeting and you can hardly understand them because they are speaking too fast. Be relaxed, be confident, and speak clearly and slowly into the phone.
There are many varieties of scripts used for a new patient intake for the phone. Here are a few tips when you are on the phone with a new patient:
• Get all the pertinent information needed
• Use their first name at least 3-4 times in the conversation
• Don't be in a hurry with them but don't give them too much of your time
• Make sure they understand how their first visit will unfold and what their financial responsibility will be
• Make sure they understand where the clinic is located
Peoples' lives are busy, so keep the call brief but don't make the patient feel like they are being rushed either. To leave a good first impression on the initial phone call, the patient needs to feel like they have been heard, acknowledged and that all their questions have been answered.
You should have all the paperwork ready before the new patient walks through the door. When the new patent walks through the door of the clinic, if you are busy with another patent, at the very least stop what you are doing to make eye contact with them and acknowledge that you know they are there. You can say something like, "You must be Jane Doe, we have been expect ng you. I will be
with you in a moment."
If you are not busy helping another patent, stand up, come out from behind your desk, make eye contact and a trm hand shake say, "You must be Jane Doe, we have been expect ng you. Welcome to our clinic. I can help you get started with your paperwork." Then proceed with the procedures you have in place.
Walking into a chiropractc clinic or any doctor's office can be uncomfortable or even scary for people. Most doctor's offices can have a sterile and uninvitng feeling to people as they hrst walk into the clinic. But by acknowledging their presence and coming out from behind your desk to greet them can help them feel welcomed. What other doctor's office have you been to that does this? What kind of an impression did it leave on you? It is the little things that make the big difference and a lasting impression on people. Dare to be different.
Dr. Keith Giaquinto has over 11 years of clinical experience as a Chiropractor and Internal Health Specialist. He frequently lectures to companies and groups in his community on topics of health and wellness. He has created a new patient lecture system for growing your practice through lecturing. You can contact him at www.YourDigestionDoctor.com.
